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HomeMy WebLinkAboutContract 43653CITYSECRETtY, coNTk;ctNo. `r:L/5 *9 PROFESSIONAL SERVICES AGREEMENT This PROFESSIONAL SERVICES AGREEMENT ("Agreement") is made and entered into by and between the CITY OF FORT WORTH (the "City"), a home rule municipal corporation situated in portions of Tarrant, Denton and Wise Counties, Texas, acting by and through Charles Daniels, its duly authorized Assistant City Manager, and BBC Research & Consulting ("Consultant"), a Colorado Corporation and acting by and through Doug Jeavons, its duly authorized Chairman. I. SCOPE OF SERVICES. Consultant hereby agrees to provide the City with professional services for the purpose of designing and administering surveys and reporting data for the City's water utility operations. Consultant will design the survey to gather information on overall satisfaction with utility services, attitudes toward water conservation, outdoor watering habits, perceptions of water quality, experience with customer services, and other relevant topics. Attached hereto and incorporated for all purposes incident to this Agreement is Exhibit "A," Statement of Work, more specifically describing the services to be provided hereunder. 1. TERM. This Agreement shall commence upon October 1, 2012 and shall expire on September 30, 2013, unless terminated earlier in accordance with the provisions of this Agreement. This contract may be renewed for up to two (2) one-year terms at the City's option. • 3. COMPENSATION. The City shall pay Consultant an amount not to exceed $49,496.00 in accordance with the provisions of this Agreement and the Payment Schedule attached as Exhibit "B," which is incorporated for all purposes herein. Consultant shall not perform any additional services for the City not specified by this Agreement unless the City requests and approves in writing the additional costs for such services. The City shall not be liable for any additional expenses of Consultant not specified by this Agreement unless the City first approves such expenses in writing. 4. TERMINATION. 4.1. Written Notice. The City or Consultant 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 the City in any fiscal period for any payments due 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 the City of any kind whatsoever, except as to the portions of the payments herein agreed upon for which funds shall have been appropriated. Agreement for Professional Services — BBC Research & ConsultlnFIFICIIAL RE® CITY S ©RtTAW G tp WO I1tT9 `T Page 1 of 18 4.3 Duties and Obligations of the Parties. In the event that this Agreement is terminated prior to the Expiration Date, the City shall pay Consultant for services actually rendered up to the effective date of termination and Consultant shall continue to provide the City with services requested by the City and in accordance with this Agreement up to the effective date of termination. 5. DISCLOSURE OF CONFLICTS AND CONFIDENTIAL INFORMATION. Consultant hereby warrants to the City that Consultant has made full disclosure in writing of any existing or potential conflicts of interest related to Consultant's services under this Agreement. In the event that any conflicts of interest arise after the Effective Date of this Agreement, Consultant hereby agrees immediately to make full disclosure to the City in writing. 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 a third party without the prior written approval of the City. Consultant 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 Consultant shall notify the City immediately if the security or integrity of any City information has been compromised or is believed to have been compromised. 6. RIGHT TO AUDIT. Consultant agrees that the City shall, until the expiration of three (3) years after final payment under this contract, have access to and the right to examine at reasonable times any directly pertinent books, documents, papers and records of the consultant involving transactions relating to this Contract at no additional cost to the City. Consultant agrees that the City shall have access during normal working hours to all necessary Consultant facilities and shall be provided adequate and appropriate work space 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 its subcontractor agreements hereunder a provision to the effect that the subcontractor agrees that the City shall, until expiration of three (3) years after final payment of the subcontract, have access to and the right to examine at reasonable times any directly pertinent books, documents, papers and records of such subcontractor involving transactions related to the subcontract, and further that City shall have access during normal working hours to all subcontractor facilities and shall be provided adequate and appropriate work space in order to conduct audits in compliance with the provisions of this paragraph. City shall give subcontractor reasonable notice of intended audits 7. INDEPENDENT CONTRACTOR. It is expressly understood and agreed that Consultant shall operate as an independent contractor as to all rights and privileges granted herein and not as agent representative or employee of the City. Subject to and in accordance with the conditions and provisions of this Agreement Consultant 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 contractors and subcontractors. Consultant acknowledges that the doctrine of respondeat super for shall not apply as between the City, its officers, agents, servants and employees and Consultant, its officers, agents, employees, servants, contractors and subcontractors. Consultant further agrees that nothing herein shall be construed as the creation of a partnership or joint enterprise between City and Consultant Agreement for Professional Services — BBC Research & Consulting Page 2 of 8 8. LIABILITY AND INDEMNIFICATION. CONSULTANT SHALL BE LIABLE AND RESPONSIBLE FOR ANY AND ALL PROPERTY LOSS, PROPERTY DAMAGE AND/OR PERSONAL INJURY, INCLUDING 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 OMISSION(S), MALFEASANCE OR INTENTIONAL MISCONDUCT OF CONSULTANT, ITS OFFICERS, AGENTS, SERVANTS OR EMPLOYEES. CONSULTANT COVENANTS AND AGREES TO, AND DOES HEREBY, INDEMNIFY, HOLD HARMLESS AND DEFEND THE CITY, ITS OFFICERS, AGENTS, SERVANTS AND EMPLOYEES, FROM AND AGAINST ANY AND ALL CLAIMS OR LAWSUITS FOR EITHER PROPERTY DAMAGE OR LOSS (INCLUDING ALLEGED DAMAGE OR LOSS TO CONSULTANT'S BUSINESS AND ANY RESULTING LOST PROFITS) AND/OR PERSONAL INJURY, INCLUDING DEATH, TO ANY AND ALL PERSONS, OF ANY KIND OR CHARACTER, WHETHER REAL OR ASSERTED, ARISING OUT OF OR IN CONNECTION WITH THIS AGREEMENT, TO THE EXTENT CAUSED BY THE NEGLIGENT ACTS OR OMISSIONS OR MALFEASANCE OF CONSULTANT, ITS OFFICERS, AGENTS, SERVANTS OR EMPLOYEES. 9. ASSIGNMENT AND SUBCONTRACTING. Consultant shall not assign or subcontract any of its duties, obligations or rights under this Agreement without the prior written consent of the City. If the City grants consent to an assignment, the assignee shall execute a written agreement with the City and the Consultant under which the assignee agrees to be bound by the duties and obligations of Consultant under this Agreement. The Consultant and Assignee shall be jointly liable for all obligations under this Agreement prior to the assignment. If the City grants consent to a subcontract, the subcontractor shall execute a written agreement with the Consultant referencing this Agreement under which the subcontractor shall agree to be bound by the duties and obligations of the Consultant under this Agreement as such duties and obligations may apply. The Consultant shall provide the City with a fully executed copy of any such subcontract. 10. INSURANCE. Consultant shall provide the City with certificate(s) of insurance documenting policies of the following 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 accident on a combined single limit basis or $250,000 Bodily injury per person $500,000 Bodily injury per occurrence $100,000 Property damage Agreement for Professional Services — BBC Research & Consulting Page 3 of 8 Coverage shall be on any vehicle used by the Consultant, its employees, agents, representatives in the course of the providing services under this Agreement. "Any vehicle" shall be any vehicle owned, hired and non -owned (c) Worker's Compensation Statutory limits Employer s liability $100,000 Each accident/occurrence $100,000 Disease - per each employee $500,000 Disease - policy limit This coverage may be written as follows: Workers' Compensation and Employers' Liability coverage with limits consistent with statutory benefits outlined in the Texas workers Compensation Act (Art. 8308 — 1 01 et seq. Tex. Rev. Civ. Stat) and minimum policy limits for Employers' Liability of $100,000 each accident/occurrence, $500,000 bodily injury disease policy limit and $100,000 per disease per employee (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 the City to evidence coverage. 10.2 Certificates. Certificates of Insurance evidencing that the Consultant has obtained all required insurance shall be delivered to the City prior to Consultant proceeding with any work pursuant to this Agreement. All policies except Workers' Compensation shall be endorsed to name the City as an additional insured thereon, as its interests may appear. All policies shall contain a Waiver of Subrogation for the benefit of the City of Fort Worth. The term City shall include its employees officers, officials, agent and volunteers in respect to the contracted services. Any failure on the part of the City to request required insurance documentation shall not constitute a waiver of the insurance requirement. A minimum of thirty (30) days notice of cancellation or reduction in limits of coverage shall be provided to the City. Ten (10) days notice shall be acceptable in the event of non-payment of premium. Such terms shall be endorsed onto Consultant's insurance policies. Notice shall be sent to the Risk Manager, City of Fort Worth, 1000 Throckmorton, Fort Worth, Texas 76102, with copies to the City Attorney at the same address. Agreement for Professional Services — BBC Research & Consulting Page 4 of 8 11. COMPLIANCE WITH LAWS. ORDINANCES, RULES AND REGULATIONS. Consultant agrees to comply with all applicable federal, state and local laws, ordinances, rules and regulations. If the City notifies Consultant of any violation of such laws, ordinances, rules or regulations Consultant shall immediately desist fiom and correct the violation 12. NON-DISCRIMINATION COVENANT. Consultant, for itself, its personal representatives, assigns, subcontractors and successors in interest, as part of the consideration herein, agrees that in the performance of Consultant's duties and obligations heteunder 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 Consultant, its personal representatives, assigns subcontractors or successors in interest, Consultant agrees to assume such liability and to indemnify and defend the City and hold the 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 The CITY: City of Fort Worth Attn: Fernando Costa 1000 Throckrnorton Street Fort Worth TX 76102-6311 Facsimile (817) 392-8654 14. SOLICITATION OF EMPLOYEES. To CONSULTANT: BBC Research & Consulting Attn: Todd Pickton 1999 Broadway Suite 2200 Denver, Colorado 80202-9750 Facsimile: (303) 399-0448 Neither the City nor Consultant 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. 15. GOVERNMENTAL POWERS. It is understood and agreed that by execution of this Agreement, the City does not waive or surrender any of its governmental powers. 16. NO WAIVER. The failure of the City or Consultant 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 the City's or Consultant's respective right to insist upon appropriate performance or to assert any such right on any future occasion. Agreement for Professional Services — BBC Research & Consulting Page 5 of 8 17. GOVERNING LAW / VENUE. This Agreement shall be construed in accordance with the internal laws of the State of Texas. If any action, whether real or asserted, at law or in equity, is brought on the basis of 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 MAJEURE. The City and Consultant shall exercise their best efforts to meet their respective duties and obligations as set forth in this Agreement, but shall not be held liable foi any delay or omission in peifoimance due to force majeure or other causes beyond their reasonable control (force majeure), 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. 20. HEADINGS NOT CONTROLLING. Headings and titles used in this Agreement are for reference purposes only and shall not be deemed a part 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 hereto. 22. AMENDMENTS / MODIFICATIONS / EXTENSIONS. No extension, modification or amendment of this Agreement shall be binding upon a party hereto unless such extension, modification, or amendment is set forth in a written instrument, which is executed by an authorized representative and delivered on behalf of such party. 23. ENTIRETY OF AGREEMENT. This Agreement, including the schedule of exhibits attached hereto and any documents incorporated herein by reference, contains the entire understanding and agreement between the City and Consultant, 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. Agreement for Professional Services — BBC Research & Consulting Page 6 of 8 24. SIGNATURE AUTHORITY. The person signing this agreement hereby wai rants that he/she has the legal authority to execute this agreement on behalf of the respective party, and that such binding authority has been granted by proper order, resolution, ordinance or other authorization of the entity. The other patty is fully entitled to rely on this warranty and representation in entering into this Agreement. [SIGNATURE PAGE FOLLOWS] Agreement for Professional Services — BBC Research & Consulting Page 7 of 8 IN WITNESS WHEREOF, the parties hereto have executed this Agreement in multiples this 2ki day ofc3-0thirytb�-2o12. CITY OF FORT WORTH: Date: Assistant City Manager ID-Sll-D' ATTEST: : By • BBC RESEARCH & CONSULTING By: tOflt -p'd'an�'�1�� �� Name: ueavons j�Pl� Title: Chairman q• �o°o o°�aC ��o l o_ �ri{ O Y O ooietEST: b rixPaie Aro l ca APPROVED AS TO FORM AND LEGALITY: (11 fr By: WI Assistant City Attorne; CONTRACT AUTHORIZATION: M&C: Not Required Date Approved: Agreement for Professional Services — BBC Research & Consulting Avis inat% Ossoc(lat OFFICIAL RECORD. CITY SECRETARY Ft WORTH, Tit Page 8of8 EXHIBIT A Statement of Work Task 1— Kick -Off Meeting and Project Management The BBC study team will attend an in -person kick-off meeting with City management and leadership staff to: a Initiate the project; ▪ Refine the project work scope; ■ Understand the City's vision for the survey and discuss proposed survey questions; ■ Address other study topics; and ■ Finalize project schedule. On the same day, BBC will also attend a separate in -person meeting with the Water Director, the five Assistant Water Directors, the Media Relations/Communication Coordinator, and the Assistant City Manager over infiastructure services to discuss key questions that the City wants to address and to receive guidance on survey questions that will provide valuable information for the City's leadership staff. BBC will schedule this meeting as a breakout session to follow the kick- off meeting Throughout the study, BBC project leaders will also participate in management meetings with key City staff to discuss progress and next steps. We will attend these meetings at least twice a month via conference call. BBC will be responsible for organizing and preparing agendas for each meeting in advance. Task 2 — Review of Previous Surveys The City of Fort Worth Water Department completed their last comprehensive customer survey in 1988. Since the 1988 survey, BBC understands that the City of Fort Worth has asked a few basic questions regarding water in recent customer surveys. The BBC study team will review the past surveys, if available, and provide recommendations for using this information as appropriate to inform survey development for the 2012 Survey of Fort Worth Water Customers. Task 3 — Survey Development BBC will develop the survey instrument based on information from the kick-off meeting, input from Water Department leadership staff, review of past surveys and our experience in conducting similar survey research for other water -related clients. BBC will design the survey to gather information on: ■ Overall satisfaction with utility services; ■ Attitudes toward water conservation; ■ Outdoor watering habits; ■ Perceptions of water quality; • Experience with customer service; ▪ How customers would like to interact with the Water Department; and o Other relevant topics. Suivey results will allow the City to identify key issues facing the Water Department and will help the City make decisions about future policies and programs. Survey Instrument With guidance from the City, the BBC study team will develop a customer survey of approximately 40 to 60 questions including demographic questions (limited to an average survey length of 12 minutes). The survey will also include screener questions to ensure that respondents meet any participation criteria. The survey will consist of appropriate questions formatted: Subjectively, based on degree of perception. The study team will develop subjective questions to measure overall customer satisfaction with utility services; perceptions and attitudes about Water Department programs, including the SmartFlush Toilet Distribution Program and the Smart Irrigation Program; efficacy of communication and literature from the Water Department, including monthly bill inserts; and other relevant topics. Objectively, based on a standard scale. The study team will use objective questions to measure the use and awareness of utility services, Water Department programs, communication and literature from the Water Department, and other relevant topics. Multiple response questions The study team will develop multiple response questions to identify services for which customers would be willing to pay more and to determine which issues facing the Water Department are most important to customers. Open-ended questions. The survey instrument will also include open-ended questions that will help the Watei Department identify issues that the City's leadership staff is unaware of and activities that the department can undertake to improve customer experience. The survey will take an average of 12 minutes or less for participants to complete. BBC will submit drafts of the survey instrument to the City for review and approval prior to administering the survey. The Water Department will be responsible for programming and hosting the online survey. BBC will be available to answer any questions about programming the survey instrument and we will review the online survey before launch for consistency with the telephone survey. Task 4 — Survey Administration BBC will complete a telephone survey with 550 Water Department customers to discuss customer attitudes, perceptions, and experiences interacting with the Water Department. BBC will partner with CRI to administer the telephone survey. The Watet Department will be responsible for administering the online survey and providing the resulting data to BBC Sampling BBC will complete the telephone survey with a minimum of 550 City of Fort Worth Water customers. We will work with the Water Department to divide its service area into subareas about which the Department would like specific survey results. In order to obtain statistically reliable results within each subarea a maximum of four subareas can be specified. The study team will conduct the survey with a randomly drawn sample of the approximately 220 000 active accounts with the Water Department. The study team will rely on the Water Department to provide telephone numbers and geographic information (i.e., address) for active accounts for survey sampling. BBC will advise the Water Department on selecting sample for their concurrent online survey of water customers. Call schedule Based on past experience and discussions with CRI, BBC will develop a call schedule for the customer telephone survey. BBC will discuss the preliminary call schedule with City management and staff at the kick-off meeting and revise the schedule as needed. Prior to using the survey instrument to collect data, the study team will work closely with CRI to program the survey instrument and to pilot the survey. Key members from BBC and the City will have the opportunity to listen in during pilot testing allowing us to troubleshoot survey questions and any survey skip patterns prior to launch. We will identify the City of Fort Worth as the study sponsor. The telephone survey with be administered in English and Spanish. BBC will coordinate with the Water Department so that, if possible, the online and telephone surveys are launched close together. Task 5 — Data Analysis The Water Department will be responsible for providing BBC with the onhne survey results If the Water Department chooses to administer the online survey in Spanish, then the Department will be responsible for translating any open-ended responses. BBC will be responsible for compiling and analyzing all survey data The study team will work with the City to compare 2012 survey results to existing research and benchmarks for utilities and will provide a comprehensive analysis of survey data. Benchmarking survey results BBC will also work with the City to compare customer survey results to similar research completed in benchmarked utilities. For appropriate benchmarking, BBC proposes to seek the following three bodies of research: 1. Customer survey studies completed by water utilities throughout the Southwest United States. Cities in the Southwest United States, including New Mexico, Colorado, Arizona, and Texas, could provide valuable benchmarks for the Fort Worth Water Department. Cities throughout the Southwest face similar issues, such as drought, that tends to draw significant concerns from water customers. 2 Customer survey studies completed by non -water utilities throughout Texas. Customer satisfaction and perceptions of other utilities throughout Texas could also provide appropriate benchmarks for the Fort Worth Water Department Other utilities, such as electric utilities, throughout the state face some of the same challenges and state-wide regulations as water utilities. The climate and culture of Texas are unique, and examining prior customer satisfaction research by non -water utilities in Texas could provide a broad perspective and more comparative examples. 3. Customer survey studies completed by water utilities in comparable cities outside the Southwest. The study team will make every effort to identify cities with characteristics similar to those of Fort Worth and seek any existing customer research completed in regard to those cities' water utilities. BBC has completed a number of customer satisfaction analyses for water utilities, and will compare those findings to results from the 2012 Survey of Fort Worth Water Customers as appropriate. BBC is also familiar with a number of other existing water utilities studies, including a water customer satisfaction analysis completed by the City of Portland in 2011. In addition, the American Water Resources Association, the Water Research Foundation, and the National Association of Water Companies have conducted benchmarking efforts and case studies for water utilities Their studies include customer relations best practices and recommendations for optimizing customer contact centers for water utilities. BBC will use this extant research to identify areas of improvement for the Water Department and will provide recommendations based on national best practices. Results from the 2012 Survey of Fort Worth Water Customers will also provide an internal benchmark that the Water Department can use to measure future changes in customer attitudes. BBC will provide a survey instrument and analysis that will allow the Water Department to collect customer data on a regular basis and make meaningful comparisons between time periods. Survey analysis The BBC study team will use a variety of statistical techniques — including cross tabulations, statistical significance testing, and regression analysis, as appropriate — to accurately and thoroughly assess public attitudes toward water conservation, quality of water, experience with utility services, and other televant topics As appropriate for each survey question, the study team will provide frequency distributions and cross -tabulations and will report: P-values; a Significance levels (significance at the 95 percent confidence level); ■ Measures of central tendency; ■ Measures of dispersion; and ■ Measures of significance (e g , t-statistic, z-statistic). In previous studies for water utilities, BBC has examined key questions such as how customer attitudes towards drought and conservation have changed after a particular event or time period; if customer satisfaction with water utilities differ from satisfaction with other utilities, including electric and gas utilities; and if customer satisfaction and awareness differs among customer segments, including populations based on age gender, race, and income level. BBC can geocode customer records based on contact information. With geocoded information, the study team can analyze customer segments in any number of ways. As mentioned in Part II, BBC recommends analyzing customers based on city quadrants or by water usage. BBC will discuss a number of other options for segmenting customers with the City. GIS analysis BBC will map customer survey data using base map files provided by the Water Department. The BBC study team will work with the City to identify key questions that can be analyzed spatially to provide valuable insights for the Water Department. BBC will produce GIS maps that will be included in the final report and will provide layer and shape files that the Water Department can incorporate into existing base maps. For past projects, BBC has mapped information such as customer demographics to examine if customer satisfaction or perceptions of programs differ across subpopulations. Task 6 — Conduct Focus Groups BBC will conduct two focus groups with telephone survey participants (and others, if additional participants are needed) and an additional set of short intercept focus groups with pay -station customers Discussion guide development BBC will work closely with the City to develop discussion guides that will allow the study team to engage water customers to share thoughtful insights about key questions and topics of interest. BBC will work with the City to identify key topics and questions about customers that arise from the survey. We will submit all screeners and guides for City review and approval before using them to collect data. Recruiting and facility management The BBC study team will work with the City to identify populations of interest after analyzing the survey data. To the extent possible, we will recruit from telephone survey participants who indicate an interest in being part of a further discussion. Telephone survey participants For each focus group, BBC will recruit 11 people to attain a focus group of seven to eight individuals. As part of the telephone survey, we will include a question asking telephone respondent if they would like to participate in the focus groups and we will use that information to recruit for the focus groups In addition, we will work with the City to advertise for the focus groups at Water Department pay stations. BBC will work with the City to secure a public space in which to facilitate the focus groups. BBC's pi icing assumes that there will be no cost for facility management, and we will depend on City staff to help us find public space free of cost for the focus groups. The City will be responsible for providing a Spanish translator, and BBC will piovide a $35 incentive to each focus group participant and light snacks and beverages for each focus group. Pay -station participants BBC will conduct intercept focus groups with pay -station water customers. BBC will attempt to complete pay -station focus groups with ten customers and will facilitate those focus groups at nearby public spaces. The pay -station focus group will be shorter in length than those conducted with telephone survey participants but will provide insightful information about how pay -station customer interact with the Water Department, how they think about water -related issues, and watering habits. The City will be responsible for providing a Spanish translator, and BBC will provide a $10 incentive to each pay -station focus group participant. Moderation and reporting BBC will provide a comfortable atmosphere allows participants to share thoughtful insights that are useful and on point. BBC will record the audio of each group and will report findings and key trends in the final report and presentation BBC will provide electronic audio recordings and transcripts to the Water Department as part of the final report. Task 7 — Report and Presentation BBC will present preliminary findings and survey results to the City of Fort Worth and Fort Worth Water Department management staff in draft. The study team will provide insightful analysis and actionable iecommendations that the Water Department can use to set goals and inform decisions about department policies and programs. BBC will deliver the final written report within two weeks of this draft. We will also make an in -person presentation of the final report and survey results to the Fort Worth City Council during a regularly scheduled meeting. Recommended Project Schedule Based on contract execution, BBC has revised the project schedule for completing the water survey. Figure 1 presents BBC's recommended project schedule. Figure 1. Recommended project schedule 1. Kick-off meetings 2. Review of previous surveys 3. Survey development 4. Survey administration Telephone and web survey 5. Data analysis Benchmarking Survey analysis GIS mapping 6. Focus groups Develop discussion guide Recruit for focus groups Moderate focus groups 7. Reporting and presentation Draft Final survey Receive feedback City approval of survey Launch survey 20j3 February Draft Final report report I I I l Receive feedback EXHIBIT B Project Pricing Based on conversations with City staff about project goals, BBC has made changes to the project scope as originally proposed by BBC. The City expressed an interest in increasing the sample size for the telephone interviews and including focus groups in the work scope. Figure 2 presents BBC's revised project pricing. Figure 2. Revised project pricing DELIVERABLES A. Survey Development (Section 29.2.1 to 29.2.3) B. Distribution of Survey (Section 29.2.4) C. Analysis and Reporting (section 29.2.5 to 29.2.9) D. Focus groups Develop Discussion Guide Conduct 2 focus groups and 1 intercept focus group Supplies Manager Senior Consultant Associate Research Associate Subcontractor General & Admin & Printing Other* Total Materials Rate Hours Total Rate Hours Total Rate Hours Total Rate Hours Total Rate Hours Total 175 15 2,625 145 0 0 125 55 6,875 110 2 220 175 175 0 20 0 3,500 145 145 175 1 2 1 350 1 145 175 5 875 145 0 0 0 0 125 10 125 1 100 1,250 12,500 110 110 0 10 0 1,100 0 10,500 0 0 0 0 1,200 $10,920 0 0 0 6 I 870 I 125 I 0 I 0 I 110 I 0 I 0 I I 0 I ( 0 I 0 25.5 3,698 125 0 0 110 6 660 0 0 0 0 0 0 0 $11,750 1,200 ( $18,300 2,073 Total for Parts A, B, C $1,220 $7,306 $49,496 I Milestones and Payment Schedule There are five milestones associated with the survey of Fort Worth water customers. Each of these milestones corresponds to a deliverable shown in Figure 2, above Figure 3 shows the milestone and payment schedule, including a 20 percent retainage until delivery and approval of the final report. Figure 3. Milestone and Payment Schedule . Milestone Amount Retains Payment Amount Completion Date A. Survey Development B. Distribution of Survey C. Analysis and Reporting D. Focus Group Discussion Guide E. Conduct Focus Groups Retainage Payment Total Note: Retainage is 20 percent, per agreement. $10,920 11,750 18,300 1,220 7,306 $49,496 ($2,184) (2,350) (3,660) (244) (1,461) ($9,899) $8,736 9,400 14,640 976 5,845 9,899 $49,496 November 9, 2012 December 19, 2012 March 29, 2013 February 8, 2013 February 28, 2013 March 29, 2013 1.0 Kick-off meeting and project management. Shortly after contract execution, BBC will travel to Fort Worth to attend a kick-off meeting to discuss project scope and timeline. We will also attend an in -person meeting with City leadership staff to receive guidance on survey questions. 2.0 Review of previous studies. BBC will review the 1988 City of Fort Worth Water Department customer survey, if available, and other relevant surveys. We will provide recommendations for using this information to inform survey development for the 2012 Survey of Fort Worth Water Customers. 3.0 Survey Development. BBC will develop the survey instrument based on information from the kick-off meeting, input from Water Department leadership staff, review of past surveys, and our expertise in conducting similar survey research for other municipal water providers throughout the country. The survey will address topics related to customer satisfaction and perceptions of water quality and Water Department programs and services. 4.0 Survey administration BBC will complete a telephone survey with 550 Water Department customers. BBC will partner with Customer Research International, Inc. (CRI), a Texas -based survey firm to administer the telephone survey. The study team will rely on the Water Department to provide telephone numbers and geogi aphic information (i.e., address) for active accounts for survey sampling. The Water Department will be responsible for programming and administering the online survey and providing the resulting data to BBC. BBC will coordinate with the Water Department so that, if possible, the online and telephone surveys are launched close together. 5.0 Data analysis. BBC will complete a comprehensive analysis of the survey data We will use appropriate statistical techniques to answer key questions about customer satisfaction, perceptions, and attitudes. The study team will compare results from the 2012 Survey of Fort Worth Water Customers to benchmarks in similar research for water utilities. We will also work with the City to set internal benchmarks that leadership staff can use to set goals and measure changes in customer attitudes in the future. BBC will map customer survey data using base map files provided by the Water Department and will provide layer and shape files that the Water Department can incorporate into existing base maps. 6.0 Focus groups. BBC will conduct two focus groups with telephone survey participants and an additional set of short intercept focus groups with pay -station customers to discuss water related topics. BBC will work with the City to develop focus group discussion guides and secure a free public space in which to facilitate the focus groups. BBC will travel to Fort Worth to moderate focus groups and will incorporate qualitative findings into the final report. 7.0 Report and presentation. The study team will piovide insightful analysis and actionable recommendations that the Water Department can use to set goals and inform decisions about department policies and programs. BBC will present preliminary results to the Water Department and will deliver the final written report within two weeks of this presentation. We will also make an in -person presentation of the final report and survey results to the Fort Worth City Council. 8.0 Timeline. Assuming that the project contract is executed by September 30, 2012, BBC will complete Tasks 1 through 7 and deliver the final report to the City by March 29, 2013.