HomeMy WebLinkAboutContract 53752 City Secretary Contract No. 5375,;k,
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VENDOR SERVICES AGREEMENT
This VENDOR SERVICES AGREEMENT ("Agreement") is made and entered into by and
between the CITY OF FORT WORTH ("City"), a Texas home rule municipal corporation and
GOODWILL INDUSTRIES OF SAN ANTONIO—BUSINESS SERVICES ("Vendor"),a Texas Non-
Profit Corporation,each individually referred to as a"party"and collectively referred to as the"parties."
AGREEMENT DOCUMENTS:
The Agreement documents shall include the following:
1. This Vendor Services Agreement;
2. Exhibit A Scope of Services;
3. Exhibit B Price Schedule;and
4. Exhibit C Verification of Signature Authority Form,
Exhibits A,B and C,which are attached hereto and incorporated herein, are made a part of this Agreement
for all purposes. In the event of any conflict between the terms and conditions of Exhibits A, B or C and
the terms and conditions set forth in the body of this Agreement,the terms and conditions of this Agreement
shall control.
1. Scope of Services. Vendor will provide call center monitoring services and assist with
evaluating calls, creating a performance evaluation system, monthly secret shopper service, training, and
coaching services.. Exhibit"A,"-Scope of Services more specifically describes the services to be provided
hereunder.
2. Term. This Agreement shall begin on the date signed by the Assistant City Manager below
("Effective Date") and shall expire one (i) year after signing the Agreement ("Expiration Date"), unless
terminated earlier in accordance with this Agreement ("Initial Term"). City shall have the option, in its
sole discretion, to renew this Agreement under the same terms and conditions, for up to four(4)one-year
renewal options,at City's sole discretion.
3. Compensation. City shall pay Vendor in accordance with the fee schedule of Vendor
personnel who perform services under this Agreement in accordance with the provisions of this Agreement
and Exhibit "B," —Price Schedule. Total payment made under this Agreement for the first year by City
shall be in an amount up to Fifty Thousand Dollars ($50,000.00). Vendor shall not perform any
additional services or bill for expenses incurred for City not specified by this Agreement unless City
requests and approves in writing the additional costs for such services. City shall not be liable for any
additional expenses of Vendor not specified by this Agreement unless City first approves such expenses in
writing.
4. Termination.
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City Secretary Contract No.
4.1. Written Notice. City or Vendor may terminate this Agreement at any time and for
any reason by providing the other party with 30 days' written notice of termination.
4.2 Non-appropriation of Funds. In the event no funds or insufficient funds are
appropriated by City in any fiscal period for any payments due hereunder,City will notify Vendor
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 have been appropriated.
4.3 Duties and Obligations of the Parties. In the event that this Agreement is
terminated prior to the Expiration Date,City shall pay Vendor for services actually rendered up to
the effective date of termination and Vendor shall continue to provide City with services requested
by City and in accordance with this Agreement up to the effective date of termination. Upon
termination of this Agreement for any reason, Vendor shall provide City with copies of all
completed or partially completed documents prepared under this Agreement. In the event Vendor
has received access to City Information or data as a requirement to perform services hereunder,
Vendor shall return all City provided data to City in a machine readable format or other format
deemed acceptable to City.
5. Disclosure of Conflicts and Confidential Information.
5.1 Disclosure of Conflicts. Vendor hereby warrants to City that Vendor has
made full disclosure in writing of any existing or potential conflicts of interest related to Vendor's
services under this Agreement. In the event that any conflicts of interest arise after the Effective
Date of this Agreement, Vendor hereby agrees immediately to make full disclosure to City in
writing.
5.2 Confidential Information.Vendor,for itself and its officers,agents and employees,
agrees that it shall treat all information provided to it by City("City Information") as confidential
and shall not disclose any such information to a third party without the prior written approval of
City.
5.3 Public Information Act. City is a government entity under the laws of the State of
Texas and all documents held or maintained by City are subject to disclosure under the Texas Public
Information Act. In the event there is a request for information marked Confidential or Proprietary,
City shall promptly notify Seller. It will be the responsibility of Seller to submit reasons objecting
to disclosure. A determination on whether such reasons are sufficient will not be decided by City,
but by the Office of the Attorney General of the State of Texas or by a court of competent
jurisdiction.
5.3 Unauthorized Access.Vendor shall store and maintain City Information in a secure
manner and shall not allow unauthorized users to access,modify, delete or otherwise corrupt City
Information in any way. Vendor shall notify City immediately if the security or integrity of any
City Information has been compromised or is believed to have been compromised,in which event,
Vendor shall, in good faith, use all commercially reasonable efforts to cooperate with City in
identifying what information has been accessed by unauthorized means and shall fully cooperate
with City to protect such City Information from further unauthorized disclosure.
6. Right to Audit. Vendor agrees that City shall,until the expiration of three(3) years after
final payment under this contract, or the final conclusion of any audit commenced during the said three
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years,have access to and the right to examine at reasonable times any directly pertinent books,documents,
papers and records, including, but not limited to, all electronic records, of Vendor involving transactions
relating to this Agreement at no additional cost to City. Vendor agrees that City shall have access during
normal working hours to all necessary Vendor facilities and shall be provided adequate and appropriate
work space in order to conduct audits in compliance with the provisions of this section. City shall give
Vendor reasonable advance notice of intended audits.
7. Independent Contractor. It is expressly understood and agreed that Vendor shall operate
as an independent contractor as to all rights and privileges and work performed under this Agreement,and
not as agent, representative or employee of City. Subject to and in accordance with the conditions and
provisions of this Agreement,Vendor shall have the exclusive right to control the details of its operations
and activities and be solely responsible for the acts and omissions of its officers, agents, servants,
employees, Vendors and subVendors. Vendor acknowledges that the doctrine of respondent superior shall
not apply as between City, its officers, agents, servants and employees, and Vendor, its officers, agents,
employees, servants, Vendors and subVendors. Vendor further agrees that nothing herein shall be
construed as the creation of a partnership or joint enterprise between City and Vendor. It is further
understood that City shall in no way be considered a Co-employer or a Joint employer of Vendor or any
officers, agents, servants, employees or subVendor of Vendor. Neither Vendor, nor any officers, agents,
servants, employees or subVendor of Vendor shall be entitled to any employment benefits from City.
Vendor shall be responsible and liable for any and all payment and reporting of taxes on behalf of itself,
and any of its officers,agents,servants, employees or subVendor.
8. Liability and Indemnification.
8.1 LIABILITY- YENDOR SHALL BE LIABLE AND RESPONSIBLE FOR ANY
AND ALL PROPERTY LOSS, PROPERTY DAMAGE AND/OR PERSONAL INJURY,
INCL UDING DEATH, TO ANY AND ALL PERSONS, OF ANY KIND OR CHARACTER,
WHETHER REAL OR ASSERTED, TO THE EXTENT CAUSED BY THE NEGLIGENT
ACT(S) OR OMISSIONS), MALFEASANCE OR INTENTIONAL MISCONDUCT OF
VENDOR,ITS OFFICERS,AGENTS,SERVANTS OR EMPLOYEES.
8.2 GENERAL INDEMNIFICATION—OMITTED
8.3 INTELLECTUAL PROPERTY INDEMNIFICATION Vendor agrees to
defend, settle, or pay, at its own cost and expense, any claim or action against City for
infringement of any patent, copyright, trade mark, trade secret, or similar property right
arising from City's use of the software and/or documentation in accordance with this
Agreement,it being understood that this agreement to defend,settle or pay shall not apply if
City modifies or misuses the software and/or documentation.So long as Vendor bears the
cost and expense of payment for claims or actions against City pursuant to this section,
Vendor shall have the right to conduct the defense of any such claim or action and all
negotiations for its settlement or compromise and to settle or compromise any such claim;
however, City shall have the right to fully participate in any and all such settlement,
negotiations,or lawsuit as necessary to protect City's interest, and City agrees to cooperate
with Vendor in doing so. In the event City, for whatever reason, assumes the responsibility
for payment of costs and expenses for any claim or action brought against City for
infringement arising under this Agreement, City shall have the sole right to conduct the
defense of any such claim or action and all negotiations for its settlement or compromise and
to settle or compromise any such claim; however, Vendor shall fully participate and
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cooperate with City in defense of such claim or action. City agrees to give Vendor timely
written notice of any such claim or action,with copies of all papers City may receive relating
thereto. Notwithstanding the foregoing, City's assumption of payment of costs or expenses
shall not eliminate Vendor's duty to indemnify City under this Agreement. If the software
and/or documentation or any part thereof is held to infringe and the use thereof is enjoined
or restrained or,if as a result of a settlement or compromise,such use is materially adversely
restricted,Vendor shall,at its own expense and as City's sole remedy,either: (a)procure for
City the right to continue to use the software and/or documentation; or (b) modify the
software and/or documentation to make it non-infringing, provided that such modification
does not materially adversely affect City's authorized use of the software and/or
documentation; or (c) replace the software and/or documentation with equally suitable,
compatible,and functionally equivalent non-infringing software and/or documentation at no
additional charge to City; or (d) if none of the foregoing alternatives is reasonably available
to Vendor terminate this Agreement, and refund all amounts paid to Vendor by City,
subsequent to which termination City may seek any and all remedies available to City under
law.
9. Assignment and Subcontracting.
9.1 Assigiment. Vendor shall not assign or subcontract any of its duties, obligations
or rights under this Agreement without the prior written consent of City. If City grants consent to
an assignment, the assignee shall execute a written agreement with City and Vendor under which
the assignee agrees to be bound by the duties and obligations of Vendor under this Agreement.
Vendor and Assignee shall be jointly liable for all obligations of Vendor under this Agreement
prior to the effective date of the assignment.
9.2 Subcontract. If City grants consent to a subcontract, sub Vendor shall execute a
written agreement with Vendor referencing this Agreement under which sub Vendor shall agree to
be bound by the duties and obligations of Vendor under this Agreement as such duties and
obligations may apply. Vendor shall provide City with a fully executed copy of any such
subcontract.
10. Insurance. Vendor shall provide City with certificate(s) of insurance documenting
policies of the following types and minimum coverage limits that are to be in effect prior to commencement
of any work pursuant to this Agreement:
10.1 Coverage and Limits
(a) Commercial General Liability:
$1,000,000- Each Occurrence
$2,000,000- Aggregate
(b) Automobile Liability:
$1,000,000- Each occurrence on a combined single limit basis
Coverage shall be on any vehicle used by Vendor, its employees, agents,
representatives in the course of providing services under this Agreement. "Any
vehicle"shall be any vehicle owned,hired and non-owned.
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(c) Worker's Compensation:
Statutory limits according to the Texas Workers' Compensation Act or any other
state workers' compensation laws where the work is being performed
Employers' liability
$100,000- Bodily Injury by accident; each accident/occurrence
$100,000- Bodily Injury by disease;each employee
$500,000- Bodily Injury by disease; policy limit
(d) Professional Liability(Errors &Omissions):
$1,000,000- Each Claim Limit
$1,000,000- Aggregate Limit
Professional Liability coverage may be provided through an endorsement to the
Commercial General Liability (CGL) policy, or a separate policy specific to
Professional E&O. Either is acceptable if coverage meets all other requirements.
Coverage shall be claims-made,and maintained for the duration of the contractual
agreement and for two (2) years following completion of services provided. An
annual certificate of insurance shall be submitted to City to evidence coverage.
10.2 General Requirements
(a) The commercial general liability and automobile liability policies shall
name City as an additional insured thereon, as its interests may appear.The term
City shall include its employees, officers, officials, agents, and volunteers in
respect to the contracted services.
(b) The workers' compensation policy shall include a Waiver of Subrogation
(Right of Recovery)in favor of City.
(c) A minimum of Thirty (30) days' notice of cancellation or reduction in
limits of coverage shall be provided to City. Ten (10) days' notice shall be
acceptable in the event of non-payment of premium.Notice shall be sent to the
Risk Manager, City of Fort Worth, 200 Texas Street, Fort Worth, Texas 76102,
with copies to the Fort Worth City Attorney at the same address.
(d) The insurers for all policies must be licensed and/or approved to do
business in the State of Texas. All insurers must have a minimum rating of A-VII
in the current A.M.Best Key Rating Guide,or have reasonably equivalent financial
strength and solvency to the satisfaction of Risk Management. If the rating is
below that required,written approval of Risk Management is required.
(e) Any failure on the part of City to request required insurance
documentation shall not constitute a waiver of the insurance requirement.
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(f) Certificates of Insurance evidencing that Vendor has obtained all required
insurance shall be delivered to the City prior to Vendor proceeding with any work
pursuant to this Agreement.
11. Compliance with Laws.Ordinances,Rules and Reeulations. Vendor agrees that in the
performance of its obligations hereunder, it shall comply with all applicable federal, state and local laws,
ordinances,rules and regulations and that any work it produces in connection with this Agreement will also
comply with all applicable federal, state and local laws, ordinances,rules and regulations. If City notifies
Vendor of any violation of such laws, ordinances, rules or regulations, Vendor shall immediately desist
from and correct the violation.
12. Non-Discrimination Covenant. Vendor, for itself, its personal representatives, assigns,
subVendors and successors in interest,as part of the consideration herein, agrees that in the performance
of Vendor's duties and obligations hereunder, it shall not discriminate in the treatment or employment of
any individual or group of individuals on any basis prohibited by law. IF ANY CLAIM ARISES FROM
AN ALLEGED VIOLATION OF THIS NON-DISCRIMINATION COVENANT BY VENDOR,ITS
PERSONAL REPRESENTATIVES, ASSIGNS, SUBVENDORSS OR SUCCESSORS IN
INTEREST, VENDOR AGREES TO ASSUME SUCH LIABILITY AND TO INDEMNIFY AND
DEFEND CITY AND HOLD CITY HARMLESS FROM SUCH CLAIM.
13. Notices. Notices required pursuant to the provisions of this Agreement shall be
conclusively determined to have been delivered when (1) hand-delivered to the other party, its agents,
employees, servants or representatives, (2) delivered by facsimile with electronic confirmation of the
transmission, or(3)received by the other party by United States Mail, registered,return receipt requested,
addressed as follows:
To CITY: To VENDOR:
City of Fort Worth Goodwill Industries of San Antonio—Business
Attn: Kevin Gunn,Assistant City Manager Services
200 Texas Street Attn: Mark McKeever, President and Chief
Fort Worth,TX 76102-6314 Operating Officer(COO)
Facsimile: (817)392-8654 33701 Nacogdoches,Suite 150
San Antonio,TX 78217
With copy to Fort Worth City Attorney's Office at
same address
14. Solicitation of Employees. Neither City nor Vendor shall, during the term of this
Agreement and additionally for a period of one year after its termination,solicit for employment or employ,
whether as employee or independent contractor, any person who is or has been employed by the other
during the term of this Agreement, without the prior written consent of the person's employer.
Notwithstanding the foregoing, this provision shall not apply to an employee of either party who responds
to a general solicitation of advertisement of employment by either party.
15. Governmental Powers. It is understood and agreed that by execution of this Agreement,
City does not waive or surrender any of its governmental powers or immunities.
16. No Waiver. The failure of City or Vendor to insist upon the performance of any term or
provision of this Agreement or to exercise any right granted herein shall not constitute a waiver of City's or
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Vendor's respective right to insist upon appropriate performance or to assert any such right on any future
occasion.
17. Governing Law/Venue. This Agreement shall be construed in accordance with the laws
of the State of Texas. If any action,whether real or asserted,at law or in equity, is brought pursuant to this
Agreement, venue for such action shall lie in state courts located in Tarrant County, Texas or the United
States District Court for the Northern District of Texas,Fort Worth Division.
18. Severability. If any provision of this Agreement is held to be invalid, illegal or
unenforceable,the validity,legality and enforceability of the remaining provisions shall not in any way be
affected or impaired.
19. Force Maieure. City and Vendor shall exercise 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 control, including, but not
limited to, compliance with any government law, ordinance or regulation, acts of God, acts of the public
enemy, fires, strikes, lockouts, natural disasters, wars, riots, material or labor restrictions by any
governmental authority, transportation problems and/or any other similar causes, providing due diligence
is used by either party in curing such cause and in resuming performance.
20. Headings not Controlling. Headings and titles used in this Agreement are for reference
purposes only, shall not be deemed a part of this Agreement, and are not intended to define or limit the
scope of any provision of this Agreement.
21. Review of Counsel. The parties acknowledge that each party and its counsel have
reviewed and revised this Agreement and that the normal rules of construction to the effect that any
ambiguities are to be resolved against the drafting party shall not be employed in the interpretation of this
Agreement or Exhibits A,B,and C.
22. Amendments/Modifications/Extensions. No amendment,modification, or extension
of this Agreement shall be binding upon a party hereto unless set forth in a written instrument, which is
executed by an authorized representative of each party.
23. Entirety of Agreement. This Agreement, including Exhibits A, B and C, contains the
entire understanding and agreement between City and Vendor,their assigns and successors in interest, as
to the matters contained herein.Any prior or contemporaneous oral or written agreement is hereby declared
null and void to the extent in conflict with any provision of this Agreement.
24. Counterparts. This Agreement may be executed in one or more counterparts and each
counterpart shall,for all purposes,be deemed an original,but all such counterparts shall together constitute
one and the same instrument.
25. Warranty of Services. Vendor warrants that its services will be of a high quality and
conform to generally prevailing industry standards. City must give written notice of any breach of this
warranty within thirty(30) days from the date that the services are completed. In such event, at Vendor's
option, Vendor shall either(a)use commercially reasonable efforts to re-perform the services in a manner
that conforms with the warranty, or (b) refund the fees paid by City to Vendor for the nonconforming
services.
26. Immigration Nationality Act. Vendor shall verify the identity and employment eligibility
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City Secretary Contract No.
of its employees who perform work under this Agreement, including completing the Employment
Eligibility Verification Form(I-9). Upon request by City,Vendor shall provide City with copies of all I-9
forms and supporting eligibility documentation for each employee who performs work under this
Agreement. Vendor shall adhere to all Federal and State laws as well as establish appropriate procedures
and controls so that no services will be performed by any Vendor employee who is not legally eligible to
perform such services. VENDOR SHALL INDEMNIFY CITY AND HOLD CITY HARMLESS
FROM ANY PENALTIES, LIABILITIES, OR LOSSES DUE TO VIOLATIONS OF THIS
PARAGRAPH BY VENDOR, VENDOR'S EMPLOYEES, SUBCONTRACTORS, AGENTS, OR
LICENSEES. City, upon written notice to Vendor, shall have the right to immediately terminate this
Agreement for violations of this provision by Vendor.
27. Ownership of Work Product. City shall be the sole and exclusive owner of all reports,
work papers, procedures, guides, and documentation, created, published, displayed, and/or produced in
conjunction with the services provided under this Agreement(collectively,"Work Product"). Further,City
shall be the sole and exclusive owner of all copyright,patent,trademark,trade secret and other proprietary
rights in and to the Work Product. Ownership of the Work Product shall inure to the benefit of City from
the date of conception, creation or fixation of the Work Product in a tangible medium of expression
(whichever occurs first).Each copyrightable aspect of the Work Product shall be considered a"work-made-
for-hire" within the meaning of the Copyright Act of 1976, as amended. If and to the extent such Work
Product,or any part thereof,is not considered a"work-made-for-hire"within the meaning of the Copyright
Act of 1976, as amended, Vendor hereby expressly assigns to City all exclusive right, title and interest in
and to the Work Product,and all copies thereof,and in and to the copyright,patent,trademark,trade secret,
and all other proprietary rights therein, that City may have or obtain, without further consideration, free
from any claim, lien for balance due,or rights of retention thereto on the part of City.
28, Signature Authority. The person 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. This
Agreement and any amendment hereto,may be executed by any authorized representative of Vendor whose
name, title and signature is affixed on the Verification of Signature Authority Form, which is attached
hereto as Exhibit"C". Each party is fully entitled to rely on these warranties and representations in entering
into this Agreement or any amendment hereto.
29. Change in Company Name or Ownership. Vendor shall notify City's Purchasing
Manager, in writing, of a company name, ownership, or address change for the purpose of maintaining
updated City records.The president of Vendor or authorized official must sign the letter.A letter indicating
changes in a company name or ownership must be accompanied with supporting legal documentation such
as an updated W-9, documents filed with the state indicating such change,copy of the board of director's
resolution approving the action, or an executed merger or acquisition agreement. Failure to provide the
specified documentation so may adversely impact future invoice payments.
30. No Boycott of Israel, If Vendor has fewer than 10 employees or this Agreement is for
less than $100,000, this section does not apply. Vendor acknowledges that in accordance with Chapter
2270 of the Texas Government Code, the City is prohibited from entering into a contract with a company
for goods or services unless the contract contains a written verification from the company that it: (1) does
not boycott Israel;and(2)will not boycott Israel during the term of the contract. The terms"boycott Israel"
and "company" shall have the meanings ascribed to those terms in Section 808.001 of the Texas
Government Code. By signing this contract,Vendor certifies that Vendor's signature provides written
verification to the City that Vendor:(1)does not boycott Israel;and(2)will not boycott Israel during
the term of the contract.
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City Secretary Contract No.
IN WITNESS WHEREOF,the parties hereto have executed this Agreement in multiples.
(signature page follows)
Vendor Services Agreement Page 9 of 33
City Secretary Contract No.
ACCEPTED AND AGREED:
CITY OF FORT WORTH:
CONTRACT COMPLIANCE MANAGER:
By signing I acknowledge that I am the person
responsible for the monitoring and administration of
By: this contract, including ensuring all performance and
Name: Ka* 5 , 11 7 aT aAr reporting requirements.
Title: Assistant City Manager
Date: - ,20 By: s4v�
Name: Sharon Gamble
APPROVAL RECOMM NDED: Title: Customer Service Administrator
APPROVED AS TO FORM AND LEGALITY:
By:
Name: Roger right F
Title: Interim Director, IT Solutions By:
Name: mn If Strong
ATTEST: Title: Assistant City, torney
CONTRACT AUTHORIZATION:
By:
M&C: NA
oa
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Name: Mary)KaY§
Title: City Secretary
VENDOR:
GOODWILL INDUSTRIES OF SAN
ANTONIO—BUSINESS SERVICES
By: /A'`/VW•V,
Name: ,µK
Title: rtii . O'o
Date: �� 20_ZO
fF
FICIAL RECORD
TY SECRETARY
T.WORTH,TX
Vendor Services Agreement Page 10 of 33
EXHIBIT A
SCOPE OF SERVICES
6 SINESS
SERVICES
SAN ANTONIO
CAUL • RESPONSE
• rNo. • •
prepared for
FORT O RT .
6 February 2020
GOODWILL BUSINESS SERVICES 1 3370 NACOGDOCHES ROAD,SUITE 150 1 SAN ANTONIO,TX 76217
WAW GWSABUSINESS ORG
Vendor Services Agreement Exhibit A Page I I of 33
City Secretary Contract No.
FORT WORTH BUSINESS
CALL CENTER MONITORING SERVICES
SERVICES
RFP No.20 0066
February 5,2020
Jeff Cope,Purchasing Supervisor
City of Fort Worth
Purchasing Division
200 Texas Street,Lower Level
Fort Worth,Texas 76102
Subject: Call Center Monitoring Services RFP No.20-0066
Dear Mr,Cope,
It is our pleasure to respond to your request for Fort Worth's Call Center Monitoring Services
support,
Goodwill Industries of San Antonio Business Services(Goodwill Business Services)is a 501(c)(3)
non-profit social enterprise located in San Antonio Texas, With 20 years of experience
implementing and operating highly effective call center operations for government agencies and
Institutions of higher learning. We have a proven track record of success support Call Center
operations for organizations with after-hours support requirements. We understand and have
experience tackling issues such as poor telecommunication system performance,frustrated staff,
long wait times,high blockage rates,and poor customer satisfaction.Our interventions include a
focus on the right technology, process design, staff training, precise staffing, and quality
management programs, Goodwill Business Services Is confident that we can present an after
hour answering and dispatch services solution that will yield an exceptional client experience,
Our goal is to become the leading Call Center and Call Monitoring provider across the U.S.
through the establishment of long-term partnership with local, regional and national
organizations. Our brand is one of ethical pricing, Continuous improvement through training,
quality and process innovation,and management of operations by proven industry leaders,
Goodwill Business Services is confident that we can present a Fort Worth's Call Center Monitoring
Services plan that will not only provide an excellent client experience,but also meet the service
level required for such a crucial and important operation.
We confirm that we meet the minimum qualifications to support Fort Worth's Call Center
Monitoring Service needs.Goodwill takes no exceptions to any paragraph in the RFP and meets
Propo-sal Response 1 February 2020
Use ar disclosure of dote contained on this sheet is subject to the restriction on the title page of this proposal-
Vendor Services Agreement—Exhibit A Page 12 of 33
City Secretary Contract No._
FORT WORTH BUSINESS
CALL CENT ER MONITORING SERVICES
SERVICES
RFP No.20 0066
JAW AMTON�O
and accepts all conditions contained in the document,to include our pricing will remain In effect
for 180 days from the date of submission.We affirm that we will provide the proposed services
without the use of subcontractors.
We are proud to offer to Fort Worth our capabilities to support your Call Monitoring Service
requirement with my personal commitment that Goodwill Business Services will deliver a
superior level of performance throughout the contract, Thank you in advance for your time,
consideration and partnership.
Sincerely,
Mark McKeever
President and Chief Operations Officer
Goodwill Business Services
Proposal Response 2 February 2020
Use or disclosure of darn contained on this sheet is sub/ect to the restriction on the title page of this proposal.
Vendor Services Agreement Exhibit A Page 13 of 33
City Secretary Contract No._-
FORT WORTH BUSINESS
CALL CENTFR MONITORING SERVICES SERVICES
RFP No.20 W66 SAN ANTONIO
;ABOUT GOODWILL
Goodwill Industries of San Antonio - Business Services(Goodwill Business Services)Is a highly
qualified Call Center and Call Monitoring provider positioned to support Fort Worth's Telephone
Answering Service.
Since 1999, Goodwill Business Services has provided end-to-end call center customer service
from customer Inquiry intake via inbound,outbound,chat,email,and social media channels to
back-end customer data management processes. Our team members earn superior client and
customer quality ratings through our innovative approach to Contact Center training methods
and problem solving. Our Customer Service professionals handle over 1 million customer
contacts via phone,chat,email,and social medical channels while consistently achieving a 99.7%
Accuracy and 100%Timeliness Rating.
Our World Class Call Center Services
As an example of proven past-performance monitoring call center operations,Goodwill Business
Services was awarded the Air Reserve Personnel Center contract. This contract required the
design and implementation of a 24/7 Call/Contact Center supporting over 25,000 calls per month.
Our well executed implementation plan resulted in an improved customer experience for Air
Reserve Personnel Center callers. Our performance of the existing and newly procured work
resulted in a Call Center Management rating of'Exceptional',a rating never issued before by this
client for these services.
In addition,we also provide Call Center Services to academic institutions of higher learning and
national businesses.We will provide more detail in the Past Performance section.
Our Location
Our headquarters and Call Centers are located in San Antonio,Texas.The proposed location for
this contract has readily available and functioning Call Center seats to accommodate up to 50
Contact Center representatives. Our facilities have met/exceeded all safety, health and
operational standards.We currently hold the following certifications for Call Centers-
ISO 9001
Commission on Accreditation of Rehabilitation Facilities(CARF)
Certified Management Team —Resource Center for Customer Service Professionals
Our Organizational Structure
Goodwill Business Services is a non-profit organization which is managed by a leadership team
that is governed by a board of directors comprised of local community and business leaders.
Neither our Leadership Team nor our Board of Directors have other interests, or relationships
that may conflict with or compromise the requirements herein.
Proposal Response 3 February 2020
Use or disclosure of data contained on this sheet is subject to therestriction on the title page of this proposal
Vendor Services Agreement—Exhibit A Page 14 of 33
City Secretary Contract No.
FORT WORTH BUSINESS
CALL CENTER MONITORING SERVICES
SERVICES
RFP No.20-"6
SAH AH10NI0
WHAT WE
OFFER
Goodwill Business Services is offering Fort Worth an off-site Call Monitoring Service solution in
efforts to help advance your strategic objectives.Our solution outlines a proven methodology to
support inbound, outbound,chat, email and social med a customer service channels. Through
the use of our call management system and our experience with various customer relationship
management systems,Goodwill Business Services can provide the multi-tier level contact service
that is required.
Leveraging state-of-the-art technology to maximize productivity and customer service.Goodwill
Business Services uses technology to ensure high productivity and provide quality service
management.This includes:
• Recordings of all calls for quality and training purposes and ability to trace calls for
inquiries
• Knowledgebase can be utilized to identify most frequent call trends.
• E-mail solution that allows quality assurance and training components with integration of
the Knowledgebase software to ensure consistent service across phone and e-mail
channels
• Call allocation technology available to change call instantly due to call volume surges,
special circumstances or disaster emergencies,
• Call allocation can be accessed so that the ability to change is not impacted by
hardware/software on site.
• Information Technology(IT)solutions to address issues in real time to develop various
customized tools for reporting,operational use and scheduling.
We will provide services for the following departments
• Animal Care and Control • Dead Animal Pickup
• City Call Center • Solid Waste
• Code Enforcement • Transportation and Public Works
• Communications and Public • Switchboard
Engagement • Graffiti
• Consumer Health and Environmental • Forestry
We will be provide the following services tailored specifically for the Fort Worth departments
listed above:
• Third Party Call Monitoring Program designed for Fort Worth
• Secret Shopper Calls and Scenarios
Evaluations
• Benchmark Calls and Performance Evaluations
Develop Scoring Systems and Scripts
Proposal Response 4 February 2020
Use or disclosure of doru conrainedon this sheet is subject to the restriction on the title page of this proposal.
Vendor Services Agreement Exhibit A Page 15 of 33
City Secretary Contract No.
FORT WORTH BUSINESS
CALL CENTER MONITORING SERVICES •
SERVICES
RFP No.20-0066
• Executive Summaries
• Training Programs and Script Development
Classroom and Webinar Programs
OUR WORLD CLASS CALL MONITORING SERVICE
Goodwill utilizes Nice inContact CXOne Quality Management for our World class Call Monitoring
Service. Nice inContact is an industry leading Quality Management Software (QMS). Our QIVIS
features include automated delivery of interactions,simplified dashboards,and a modernized
custom form manager with searchable question bank. This creates a combined improved
customer experience(CX)and agent experience.
CUSTOMERIMPROVED
Robust and customizable tools support a Happy agents create and maintain satisfied
complete understanding of the customer customers
Journey • Agent self-critiques
• Customizable evaluation forms • Easy access to feedback
• Automatic call play back and screen • Agent accessible library of best
recordings practices
• Consistent call scoring • Arbitration workflows
■ r
NW.�l
Frustration Did the customer's frusbation level change IncreasedfNo Change/Decreased
during the interaction?
Sentiment What was the customer's overall sentiment? Negative/Neutral/Positive
Topic` What was the customer's reason for contact? i Call reason list or free form
I
Issue Ares ' What type of issue influenced the customers Agent/Process/Techrikal petforman,e
experience? I
Figunr] CX 1N•trics Example
PROCESS EVALUATIONS ---
+ Improve both operational results and the customer experience by Identifying faulty,
processes and Impact
• Identify customer pain points
• Speech analytics and customer surveys
• Reduce process failures
Proposal Response 5 February 2020
Use or disclosure of data rnnrained on this+beet is subject to the restriction on the tide page of this proposal.
Vendor Services Agreement Exhibit A Page 16 of 33
City Secretary Contract No.
FORT WORTH BUSINESS
CALL CENTER MONITORING SERVICES SERVICES•
RFP No.20.0066 &AN ANTOWO
DEVELOPING SECRET SHOPPER CALLS AND SCENARIOS
Goodwill Business Services deploys a needs assessment at the initial start of the contract to
identify (1) best practices, (2) desired customer service professionalism outcomes, (3) align
training content,and(4)develop scenarios that support performance targets.
• Best Practices-we identify key touch-points that exceed customer/caller expectations.
• Outcomes-we align the expectationsof senior leadership,customers and team members
with the ultimate goal of creating the"WOW"experience desired for each call type.
• Training - we will foster a collaborative relationship with internal City of Fort Worth
recruitment,training and operational teams to fully understand procedures and policies.
• Scenarios we create realistic scenarios that will yield relevant and applicable feedback.
We use all available sources of information to become extensively familiar with call type.
We will build a bank of scenarios that will provide a "fresh"look each month as to not alert to
patterns,identification of shoppers,and foster a constructive experience. We will calibrate with
designated contract representatives to address the relatedness and effectiveness of secret
shopper call scripts and scenarios.
DEVELOPING SCRIPTS
Goodwill Business Services understands the importance and value of obtaining developmental
feedback from a third patty. We too,as a customer centric organization,leverage the assistance
of a secret shopper agency to help identify gaps In our operations,training,and quality programs.
We leverage all available sources of information to develop the most relevant and applicable
scripting. Our three pronged approach includes:Flow>Resolution>Impression.
We design scripts to flow effortlessly. Scripts sound be easy, effective and flow logically
throughout the call flow process. Resolution of each issue or concern surfaced during the call
translates to a positive customer service experience. Lastly and most importantly,we strive to
help foster a culture of lasting impressions. Asa Servant Leader oriented organization,we strive
at every opportunity to arm our front-line team members with the tools they need to make a
difference. As part of our continuous improvement cycle,we will evaluate scripts throughout
various intervals of our partnership to include onboarding, major and minor changes, and
through the monthly evaluation of data
DEVELOPING BENCHMARK CALLS
Our QMS includes analytics which provide support in three key areas: individual performance,
process performance, and technical performance. Understanding key performance indicators
Proposal Response 0 February 2020
Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.
Vendor Services Agreement-Exhibit A Page 17 of 33
City Secretary Contract No.
FORT WORTH BUSINESS
CALL CENTER MONITORING SERVICES ARFP No.20.0066 SERVECES
!AN ANiONlO
such acceptable handle times, hold times, soft skills, questioning skills,and effectiveness and
accuracy of information given.
Manage Five Scripts:Animal Care,Code Enforcement,Transportation and Public Works,Dead
Animal,Pickup,Consumer Health
• Customizable evaluation forms for each script which would include trends and data
analysis
• Easily accessible feedback
• Consistent tali scoring
Provide Secret Shopper Calls
• tustomized secret shopper form
• All secret shopper calls would be recorded,analyzed and scored accordingly
Benchmark Calls
• Customized forms will allow for accurate and consistent measuring of soft skills,
questioning skills,and effectiveness and accuracy of information given.
DEVELOPING SCORING METRICS AND PERFORMANCE EVALUATIONS
PERFORMANCE EVALUA
>=valuator Representefive 7rtet#
i
Goal/Requirement.
Criteria Expectation Mel
Question Expectation YES NO Possibl Total
e Pts Pts
Representative minimum passing score Total Pts
Comments:
I
Flgure 2.Exoniple of Ruhrlc Scoring
Goodwill uses a rubric scoring guide to assess performance based on a specific set of criteria per
business unit. The performance evaluations are divided into specific job categories, which
provide explicit expectations of Acceptable and Unacceptable levels of performance for each
category.
The rubric is based on an analytic rating scale,with each category provided with a specific value,
this allows for scoring of complex learning tasks with multiple criteria.Only critical and relevant
components are evaluated. The rubric score will distinguish between levels of comprehension
and ability.
Proposa Response 7 February 2020
Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposol.
Vendor Services Agreement—Exhibit A Page 18 of 33
City Secretary Contract No.
FORT WORTH BUSINESS
CALL-CENTER MONITORING SERVICES ARFP No.20-0066 SERVICES
fAM A11/CM-0
The data results of the rubric provide an aggregated detailed indication of strengths and
weaknesses on performance within each category. Performance evaluations will be conducted
weekly by supervisors to identify gaps in training and coaching opportunity areas. Data is to be
displayed via a dashboard of the comprised scores for each representative,and provided to each
specific business unit supervisor. The data is to be reviewed and utilized by the business unit
supervisorto determine program-level assessment and trends in both strengths and weaknesses.
The sample graph below shows agents meeting goals and those agents not meeting goals.
Monthly Performance
Team 1
17 45
40
10 _
I 35
I 75
20
4
'i
10 I
Agent IAgn,:t lAgA f.t;agent 4A3ent SAgent 6gent 7Agept BAgent q Agent Agent Agent agent Agent Agent
10 11 12 13 IA Is
111111111f WK 1 a WK 7 -_=WK 3 '..WK 4 -Month 1 -Goad
i
Figuio 3.Sotnply Gmph,Gools Mer/Not Met
The following tools will be utilized to identify non-systemic or systemic Issues: Root cause
analysis,Review,and Audit plan.
After Identifying the root cause a corrective action report will follow to insure issue is resolved
and to capture lessons learned for future audits.
On the following pages are other examples of Quality Evaluation forms developed and tailored
for our clients.
Proposal Response 8 February 2020
Use or disclosure of dots contoined on this sheet is subject to the restriction on the title page of this proposol.
Vendor Services Agreement—Exhibit A Page 19 of 33
City Secretary Contract No.
FORT WORTH BUSINESS
CALL CENTFR MONITORING SERVICES SERVICES
RFP •No.20-0066 SAN ANTONIO
TTSC Call onalitv Evaluation Form
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e-igure4 Call Quality Evaluation Form
Proposal Response 9 February 707Q
Use or disclosure of doto contolnedon thissheet is subject to the restrfction on the title page of this proposal.
Vendor Services Agreement—Exhibit A Page 20 of 33
City Secretary Contract No.
FORT WORTH BUSINESS
CALL CENTER MONITORING SERVICES
SERVICES
RFA No.20-0066
lJ1N I1N70Ni0
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Figure 5 Minimum Skills Verification Cheehlist
Proposal Response 10 February
20M
Use or disclosure of data contatned on this sheet is subject to the restriction on the title page of this proposal
Vendor Services Agreement Exhibit A Page 21 of 33
City Secretary Contract No.
FORT WORTH BUSINESS
CALL CENTER MONITORING SERVICES SERVICES
RFP No.20.0066 aAN AlITONID
Solithatloa Outbound Call Evaluation Form
Name
Date
T®c
Evaluator
Objeedre of call state 1 2 3 4 5 NtA
?w r* cow LtrWat Lu+►dtta Yr
Understand the current needs of prospect...
Expresseshow will can meet done needs
General oven tea of Product Sen•ice e0lamed
Net&Anxhsis 1 2 3 4 5 NeA
tier r,t. ce.a escdlat FxrgtisW `*
Discovered what motivated Ecapect to hates
11 vsewofvalueao 'sts
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AppkAk
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Hraaded Goodaill's rnisuon,vuton values etc.
Atked probmg quMQns to cQU"t wfotmation
0frered to providLd quote and or provide info
Scbetluled Nketmp with tlecuton maker
clollus 1 2 3 4 5 WA
thar cur Geed EutaM Erupoeaa -U
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Summarite
CIMN
Courum
PnAb n
Succinct process k Lanjuage
Tie buk to Mspetl needs n ants'opporWnjues
Vncovetiat needs
Ctetr.l en ter
Figure S.Outbound Calf Evaluation
Proposal Response 1 February
2020
Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal
Vendor Services Agreement—Exhibit A Page 22 of 33
City Secretary Contract No.
FORT WORTH BUSINESS
CALL CENTER MONITORING SERVICES
SERVICES
RFP No.20-0066
i�H 11NtOH10
EXECUTIVE SUMMARIES
Below is a sample format for our executive summary following call benchmarking, scripting
review, and secret shopping, We will provide this summary 30 days following each of these
activities or as requested by the City of Fort Worth.
Call Center Tearn,,�it
-V of Fort Wo
Target Audience: ' Customer Service Representatives and Call Center Leadership
Team
Reference Call XX/XX/2020
'Goodwill provided oudio file of the call if o secret shop
Risk/Opportunity
Call Center Benchmarking discovery:
1. Did not acknowledge customers'needs when calling in
with an animal control concern.
2. Did not fully clarify what the city cannot do.
Conclusions
Recommend coaching with the CSR on the objectives of the script
by doing side-by-side evaluation of the call with the CSR.
TRAINING PROGRAMS
Goodwill customizes training specifically to each client based on their requirements,systems,
complexity,processes,and procedures.Goodwill will assign a training liaison to support the Fort Worth
Call Monitoring contract. Our training resources are expertly experienced in delivering training and
other information in the Contact Center Quality environments Our training philosophy is centered on
the transfer of information through the use of the most effective method for the material being
communicated.
Trainint;Methods:Classroom,Webinar,and Coaching
Methods Include computer-based and Classroom(instructor lead training),and Webinar(Skype/
teleconference sessions),Our trainings include role playing scenarios,Interactive games and activities,
and Coaching session or lunch-and-learns. In addition to performance reporting,Goodwill will provide
Ft Worth leadership with monthly training reports outlining content covered,number of participants,
and other relevant information.
Goodwill will kick off the contract by assigning the designated resources to include Project Leader,
Program Manager,and Team Leaders to learn by immersion all of Fort Worth's current Call Center
processes,programs.This includes understanding workflows,customer requirements,commonly asked
questions and answers,and advance customer support functions.Through this immersion initiative we
would be able to customize training that would best fit the Fort Worth's needs and supporting the
Proposal Response 12 February
2M
Use or disclosure of doto contained on this sheet is subject to the res#rrction on the title page of this proposoL
Vendor Services Agreement—Exhibit A Page 23 of 33
City Secretary Contract No.
FORT WORTH BUSINESS
CALL CENTER MONITORING SERVICES SERVICES
RFP No.20 0066 IAN ANTONIO
overall mission.Next,our team of experts would design training modules and other training aids.In
addition to training material,Goodwill wou'd develop the scoring metrics,performance evaluations and
update or develop scripts as needed.
All would be submitted to Fort Worth leadership for review,approval,and added to our shared
knowledge library prior to using in training. This would be our recommended solution as it provides
Goodwill with the actual perspective through the experiences of Fort Worth'%subject matter experts
conducting the work every day,thus reducing errors,improving efficiencies,and fostering a
collaborative relationship between the City of Fort Worth and Goodwill Business Services team.
BEST PRACTICES MANAGER SESSIONS
Goodwill will be able to coordinate best practice sessions as needed with our partner in addition to our
internal team.
• Customized Calibration Sessions based on various call types
• Calibration sessions will be completed internally and externally
• Call evaluations,coaching and reviews maintained within our Cloud based QMS
14
low
� um.
Figure 7.QMS Q Coaching
Proposal Response 13 February
2020
Use or disclosure of data contained on this sherr is subject to the restriction on the title page of thrs proposal.
Vendor Services Agreement Exhibit A Page 24 of 33
City Secretary Contract No.__
FORT WORTH BUSINESS
CALL CENTER MONITORING SERVICES e
SERVICES
RFP No.20-W66
ADDITIONAL CONSULTING OR REPORTING
It upon evaluation and data analysis,areas of opportunity and improvement are identified,we provide
additional services in the areas of consulting and reporting to improve both operational and customer
experience results.
• Identify customer pain points
• Speech analytics and customer surveys
• Reduce process failures
REPORTING AND CALL LOGS
Goodwill's will develop the required reports for your Call Monitoring needs.Reports will int.lude
specified data and contract performance evaluations and reviews. In addition to establishing
performance requirements and metrics, Fort Worth will be provided with access to real-time
dashboards and historical reports. Goodwill's Workforce Planning team will setup and train
managers on best practices to develop world class representatives.Below is an examples of our
Customer Quality Reporting templates.
Quality Atsurance Reap custom#(survey Stor•by Wit•k
11411
wy
1
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Figure S.Customer quality Reporting Sample
Proposal Response 14 February
202O
Use ar disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal
Vendor Services Agreement Exhibit A Page 25 of 33
EXHIBIT B
PRICE SCHEDULE
• BUSINESS
SERVICES
"N ANTONIO
Fort Worth Call Center Monitoring Services No.20-0060
Revised Exhibit A Payment Schedule
Swvks Nscri Lion Cost
Creation or Performance Creation of the scripts and skin $1.600
Evaluation Scoring System requirements for the call types to be Ona-Time fee
evaluated
Banchriark calls and One-trine Benchmark for Graffiti and
evaluations Forestry calls for the year with the 5332 for 30 calls
evaluations Total 30 calls
Monthty evaluated calls Online webeAe access for the audio
and evaluations recording of the CFW provided graded
real caIt(45 calls)and S750 pet month
"The City has the option the secret shopper call(9 calls)rnade by
of having some calls made vendor, Covers up to 100 calls
In Spanish ailhough the Scored performance evaluation,on-line NO additional charge for
evaluations will be in access to calls results and reporting are Spanish calls
English Included
Total 53 calls per month.
Training Onetime Classroom Training on-site to
roll out 2 new scripts(IS(eps) MO for one-day session
A trainer
Total before options $11.912 Per Year
On-site coaching The City has the option of partnering the
options classroom training Mth skfe-by side
coacNn
Webnars The webinar content includes
introduction of a scripl(s).what the $215 per irrteraolive One Hour
customer service repiesentative is Webinar
required to do,education on the right
procedures,answers to common "Max participants 20 per
questions and role-play session"
Cost perwebrnar
Coaching One-on-one eoactiEng over the phone for
anyone who may be struggling or now $13 40 pet 30 minute session
employees who come onboard
Costar 30 mirmes
945 per hour consulting
Additional Consulting or Anything requested above and beyond services
Reporting the Scope of Services
S40 per low for advance
reporting
"note—mosl reporting
requremen>ts covered under
standard services••
Total Options Estimate $4,992 per year
(est.one wabinar and 16
coaching sessions per
month
Project Esdrrlatad Total $18,904 psi year
Vendor Services Agreement—Exhibit B Page 26 of 33
City Secretary Contract No.
EXHIBIT C
MILESTONE ACCEPTANCE FORM
Services Delivered: Creation of scripts and skills requirements for the call types to be
evaluated
Milestone i Deliverable Ref.#: 01
Milestone/ Deliverable Name: Creation of Evaluation Scoring System
Unit Testing Completion Date:
Milestone/Deliverable Target Completion Date: 30 Days ARO
Milestone/Deliverable Actual Completion Date:
Approval Date:
Comments(if needed):
Approved by`Vendor: Approved by City Department Director:
Signature: Signature:
Printed Name: Printed Name:
Title: Title:
Date: Date:
For Director Use Only
Contracted Payment Amount:
Adjustments,including
penalties:
Approved Payment Amount:
Vendor Services Agreement-Technology-Exhibit C Page 27 of 33
City Secretary Contract No.
MILESTONE ACCEPTANCE FORM
Services Delivered: One-time Benchmark for Graffiti and Forestry calls for the year with the
evaluations.Total 30 calls.
Milestone/Deliverable Ref.#: 02
Milestone/Deliverable Name: Benchmarks Calls and Evaluations
Unit Testing Completion Date:
Milestone/Deliverable Target Completion Date: 30 Days ARO
Milestone/Deliverable Actual Completion Date: _
Approval Date:
Comments(if needed):
Approved by Vendor: Approved by City Department Director:
Signature: Signature:
Printed Name: i� Printed Name:
Title: Title:
Date: Date:
For Director Use Only
Contracted Payment Amount:
Adjustments,including
penalties:
Approved Payment Amount:
Vendor Services Agreement Technology—Exhibit C Page 28 of 33
City Secretary Contract No.
MILESTONE ACCEPTANCE FORM
Services Delivered: One-time Classroom Training on-site to roll out 2 new scripts(15 reps) 1
trainer
Milestone/Deliverable Ref.#: 03
Milestone I Deliverable Name: One-Time End User Training
Unit Testing Completion Date:
Milestone l Deliverable Target Completion Date: 30 Days ARO
Milestone I Deliverable Actual Completion Date:
Approval Date: _
Comments (if needed):
Approved by Vendor: Approved by City Department Director:
Signature: Signature:
Printed Name: Printed Name:
Title: Title:
Date: Date:
For Director Use Only
Contracted Payment Amount:
Adjustments,including
penalties:
Approved Payment Amount:
Vendor Services Agreement Technology Exhibit C Page 29 of 33
City Secretary Contract No.
EXHIBIT D
NETWORK ACCESS AGREEMENT
1. The Network. The City owns and operates a computing environment and network
(collectively the "Network"). Vendor wishes to access the City's network in order to provide description
of services. In order to provide the necessary support, Vendor needs access to description of specific
Network systems to which Vendor requires access, i.e.Internet,Intranet,email, HEAT System,etc.
2. Grant of Limited Access.Vendor is hereby granted a limited right of access to the City's
Network for the sole purpose of providing description of services. Such access is granted subject to the
terms and conditions forth in this Agreement and applicable provisions of the City's Administrative
Regulation D-7 (Electronic Communications Resource Use Policy), of which such applicable provisions
are hereby incorporated by reference and made a part of this Agreement for all purposes herein and are
available upon request.
3. Network Credentials.The City will provide Vendor with Network Credentials consisting
of user IDs and passwords unique to each individual requiring Network access on behalf of the Contractor.
Access rights will automatically expire one(1)year from the date of this Agreement. If this access is being
granted for purposes of completing services for the City pursuant to a separate contract,then this Agreement
will expire at the completion of the contracted services, or upon termination of the contracted services,
whichever occurs first. This Agreement will be associated with the Services designated below.
3.1. Services are being provided in accordance with City Secretary Contract No.
Contract No.;
3.2. Services are being provided in accordance with City of Fort Worth Purchase Order
No. PSK No.;
3.3. Services are being provided in accordance with the Agreement to which this
Access Agreement is attached.
3.4. No services are being provided pursuant to this Agreement.
4. Renewal. At the end of the first year and each year thereafter, this Agreement may be
renewed annually if the following conditions are met:
4.1. Contracted services have not been completed;
4.2. Contracted services have not been terminated; and
4.3. Within the thirty (30) days prior to the scheduled annual expiration of this
Agreement, the Vendor has provided the City with a current list of its officers, agents, servants,
employees or representatives requiring Network credentials.
Notwithstanding the scheduled contract expiration or the status of completion of services, Vendor shall
provide the City with a current list of officers,agents,servants, employees or representatives that require
Network credentials on an annual basis.Failure to adhere to this requirement may result in denial of access
to the Network and/or termination of this Agreement.
5. Network Restrictions. Contractor officers,agents,servants,employees or representatives
may not share the City-assigned user IDs and passwords. Vendor acknowledges,agrees and hereby gives
its authorization to the City to monitor Contractor's use of the City's Network in order to ensure Contractor's
compliance with this Agreement. A breach by Contractor, its officers, agents, servants, employees or
representatives,of this Agreement and any other written instructions or guidelines that the City provides to
Vendor pursuant to this Agreement shall be grounds for the City immediately to deny Vendor access to the
Vendor Services Agreement-Technology-Exhibit D Page 30 of 33
City Secretary Contract No.
Network and Contractor's Data,terminate the Agreement,and pursue any other remedies that the City may
have under this Agreement or at law or in equity.
5.1. Notice to Vendor Personnel—For purposes of this section,Vendor Personnel shall
include all officers, agents, servants, employees, or representatives of Contractor. Vendor shall be
responsible for specifically notifying all Vendor Personnel who will provide services to the City
under this agreement of the following City requirements and restrictions regarding access to the
City's Network:
5.1.1. Contractor shall be responsible for any City-owned equipment assigned to
Vendor Personnel, and will immediately report the loss or theft of such equipment to the
City;
5.1.2. Contractor, and/or Vendor Personnel, shall be prohibited from connecting
personally-owned computer equipment to the City's Network;
5.1.3, Contractor Personnel shall protect City-issued passwords and shall not
allow any third party to utilize their password and/or user ID to gain access to the City's
Network;
5.1.4. Contractor Personnel shall not engage in prohibited or inappropriate use
of Electronic Communications Resources as described in the City's Administrative
Regulation D7;
5.1.5. Any document created by Vendor Personnel in accordance with this
Agreement is considered the property of the City and is subject to applicable state
regulations regarding public information;
5.1.6. Contractor Personnel shall not copy or duplicate electronic information for
use on any non-City computer except as necessary to provide services pursuant to this
Agreement;
5.1.7. All network activity may be monitored for any reason deemed necessary
by the City;and
5.1.5. A Network user ID may be deactivated when the responsibilities of the
Vendor Personnel no longer require Network access
6. Termination. In addition to the other rights of termination set forth herein, the City may
terminate this Agreement at any time and for any reason with or without notice,and without penalty to the
City.Upon termination of this Agreement,Vendor agrees to remove entirely any client or communications
software provided by the City from all computing equipment used and owned by the Contractor,its officers,
agents,servants, employees and/or representatives to access the City's Network.
7. Information Security.Vendor agrees to make every reasonable effort in accordance with
accepted security practices to protect the Network credentials and access methods provided by the City
from unauthorized disclosure and use.Vendor agrees to notify the City immediately upon discovery of a
breach or threat of breach which could compromise the integrity of the City's Network, including but not
limited to, theft of Contractor-owned equipment that contains City-provided access software, termination
or resignation of officers, agents, servants, employees or representatives with access to City-provided
Network credentials,and unauthorized use or sharing of Network credentials.
(signature page follows)
ACCEPTED AND AGREED:
Vendor Services Agreement Technology Exhibit D Page 31 of 33
City Secretary Contract No.
CITY OF FORT WORTH: GOODWILL INDUSTRIES OF SAN
ANTONIO—BUSINESS SERVICES:
Via► )Psi s T. CG ,per-. Name: /tt,~./CGe ✓v
Assistant City Manager Title: ���j , dt•uf lC�w
Date: — Date:
APPROVED AS TO FORM
AND LEGALITY:
By: -
Jolan B, Strong
Assistant City Attorney
ATTEST: PIP
By:
Secretary N .
11 F•• ft
City Secretary k �
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Vendor Services Agreement—Technology—Exhibit D Page 32 of 33
City Secretary Contract No.
EXHIBIT E
VERIFICATION OF SIGNATURE AUTHORITY
Goodwill Industries of San Antonio-Business Services
33701 Nacogdoches,Suite 150
San Antonio,TX 78217
Execution of this Signature Verification Form ("Form") hereby certifies that the following individuals
and/or positions have the authority to legally bind the Vendor and to execute any agreement,amendment or
change order on behalf of Vendor. Such binding authority has been granted by proper order, resolution,
ordinance or other authorization of Company. The City is fully entitled to rely on the warranty and
representation set forth in this Form in entering into any agreement or amendment with Vendor.Vendor will
submit an updated Form within ten(10) business days if there are any changes to the signatory authority.
The City is entitled to rely on any current executed Form until it receives a revised Form that has been
properly executed by the Vendor.
1. Name: rrsk 60"'4.C2
Position;
Signature
2. Name;
Position:
Signature
3. Name:
Position:
Signature
Name: /y(,g.>�l� /u �/��C.Lr,{✓
Signature of President/CCO
Other Title:
Date: l7 �' ZD
Vendor Services Agreement—Technology Exhibit E Page 33 of 33