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HomeMy WebLinkAboutContract 44292-A1 (2)CIIfl CRUW_ v Nf A f, W O0 AMENDMENT NO. 1 To City Secretary Contract No. 44292 Professional Services Agreement with Heights Consulting, LLC WHEREAS, the City of Fort Worth ("City") and Heights Consulting, LLC, ("Consultant") made and entered into City Secretary Contract No. 44292, (the "Agreement"), which was authorized by City Council via M&C G-17838 on March 19, 2013; and WHEREAS, the Agreement involves evaluating the implementation of a single advertised number for all general City Service to develop a road map for implementation and budget associated with the implementation. WHEREAS, the Agreement has not been modified by previous amendments; and WHEREAS, it has become necessary to execute Amendment No. 1 to the Agreement to extend and increase the cost of the Agreement for unanticipated additional expenses NOW THEREFORE, City and Consultant, acting herein by and through their duly authorized representatives, hereby amend the Agreement as follows: 1. Section 1, Scope of Services, is hereby modified to amend Exhibit A, Statement of Work, which is revised, attached hereto and incorporated herein, to include project consulting services for presenting best practices presentations on successful 311 centers in other cities. 2. Section 3, Compensation, is hereby amended to increase the amount to be paid to Consultant by $20,000.00, for a total contract amount not to exceed $253,800.00, and amend Exhibit B, Payment Schedule, which is revised, attached hereto and incorporated herein, to increase the amount of expenses to be paid under the Agreement and increase the total amount of the engagement. 3. All other provisions of the Agreement, which are not expressly amended herein, shall remain unchanged and in full force and effect. Amendment No. 1 to CSC No. 44292 Heights Consulting LLC ©VV11018LL 1213k;OUD Q u FV 3NC(2[.1 ii8f;4T 1 _ _ i���i , � Z f .fl r, 1112„K RECEIVED OCT 31 2015 EXECUTED and AGREED on this the � 7 day of in Fort Worth, Tarrant County, Texas. CITY OF FORT WORTH: Fernando Costa Assistant City Manager APPROVED AS TO FORM AND LEGALITY: Maleshia B. Parm? Senior Assistant City Attorney HEIGHTS CONSULTING, LLC Rose Minton President ATTEST: Name: Title: Amendment No. 1 to CSC No. 44292 Heights Consulting LLC yaie . 2013, ATTEST: Mary J. Kayket> City Secretary CONTRACT AUTHORIZATION: M&C: G-17838 Approved: 3/19/2013 OFFICIAL r. CO!! D CITY SECRET/VW EXHIBIT A Statement of Work for City of Fort Worth One CaII — Transition Planning Revised October 29, 2013 Amendment No. 1 to CSC No. 44292 Heights Consulting LLC Heights Consulting Engagement - Revised City of Fort Worth 29 October 2013—Page Table of Contents Table of Contents AMENDMENT NO. 1 1 Statement of Work 1 Activities for Step 2 — Transition Planning 1 Activity I. Planning/Leverage Scope Definition Work 2 • Project Charter 2 • Project Plan 2 • Project Team Kickoff 2 • Conduct department leaders kick off meeting 2 • Create project planning liaison team 2 Project Sponsor review and approve Activity I deliverables and decisions 2 Activity II. Define As Is - Conduct Information Gathering 2 Information Gathering Executive Summary and Report 2 Project Sponsor review and approve Activity II deliverables and decisions 3 Activity III. Define Target Components of the To Be Environment 3 Executive Summary and Report 3 • Recommended model of centralized 3 • Gap analysis findings 3 Project Sponsor review and approve Activity III deliverables and decisions 3 Activity IV. Define Gaps Between the As Is and To Be Environment 3 Executive Summary and Report 3 Project Sponsor review and approve Activity IV deliverables and decisions 4 Activity V. Define Alternatives to Achieve To Be Environment 4 Executive Summary and Report 4 Project Sponsor review and approve Activity V deliverables and decisions 4 Activity VI. Analyze & Recommend Alternative 4 Executive Summary and Report 4 Project Sponsor review and approve Activity VI deliverables and decisions 5 Activity VII. Develop Action Plan, Best Practices Presentations and Final Report 5 Deliver Best Practices presentations and final report (MS Word or PowerPoint) that includes the implementation decisions and action plan 5 Project Sponsor review and approve Activity VII deliverables and decisions 5 Schedule 6 Scope 6 Assumptions 7 Changes to Scope 7 Authorization 8 Executive Summary 10 Executive Summary 10 Amendment No. 1 to CSC No. 44292 Heights Consulting LLC Heights Consulting Engagement - Revised City of Fort Worth 29 October 2013—Page • Recommended model of centralized 10 • Gap analysis findings 11 Executive Summary 11 Executive Summary 11 Executive Summary 11 Deliver final report (MS Word or PowerPoint) that includes the implementation decisions and action plan11 Amendment No. I to CSC No. 44292 I !eights Consulting LLC City of Fort Worth Heights Consulting Engagement - Revised 29 October 2013 Page 1 Statement of Work The City of Fort Worth is evaluating the implementation of a single advertised number for all general City Services. The project team is requesting assistance with developing a road map for implementation and the budget associated with the implementation. The first step which was completed on December 19, 2012 was to define the scope of One Call for the City of Fort Worth. Scope definition was the "what", not the "how". The next phases will include Step 2 -Transition Planning, which is the "how" and Step 3 — Implementation, which is making the transition. This Statement of Work is for Step 2 — Transition Planning. Activities for Step 2 — Transition Planning The diagram below shows the flow to be performed in executing this initiative for the City of Fort Worth. Planning/ Leverage Scope Definition Work Define Gaps between "As Is" and "To Be" Environment Develop Action Plan/Final Report Define "As Is" - Conduct Information Gathering Define Alternatives to Achieve the "To Be" Environment Define Target Components of the "To Be" Environment Analyze/Recommend Alternative Below is a description of each Activity within the projected work plan and it includes a defined set of deliverables to be developed in accomplishment of the City of Fort Worth's One Call Initiative. A complete project plan with associated schedule will be developed with all Activities and assigned personnel as part of the planning phase. Below are the high level activities per phase. sr tt HEIGHTS CON ►uL I IVJG Heights Consulting Engagement - Revised City of Fort Worth 29 October 2013 Page 2 • Manage 311 liaison process • Review existing documentation, customer surveys and strategies • Create and manage the information gathering process • Update expectations assessment • Update success criteria and measures • Define project success scorecard Activity I. Planning/Leverage Scope Definition Work The objective of this activity is to utilize the work completed in Step 1 — Scope Definition. Step 1 defined expectations for Scope. Step 2 - Business transformation is the work that needs to be planned to get technology, facility, people and processes ready to transition. Activity I plans the work to be completed in Step 2. .-\ctiv its Heights Consulting 1<e Description and .1ctivities, include but not Purpose limited to Heights Consulting I<c5 Dclkcrables (Paper or Process), include hut not limited to City of Iiort W1 orfh tie) Deliverables (Paper or Process) include but not limited to Ilcights Consulting estimated \1 o r li Duration of Fort \forth estimated \Yor1 Duration Planning & Leverage Scope Definition Work • Confirm Project resources and organization • Develop Project Charter • Define City budget requirements and deadlines • Conduct kickoff • Perform initial stakeholder analysis • Develop an approach to gather business transformation expectations and needs for transition planning • Project Charter • Project Plan • Project Team Kickoff • Conduct department leaders kick off meeting • Create project planning liaison team • Participate in team meetings • Participate in development, review and edit of deliverables • Fort Worth PM assist with project plan updates Project Sponsor review and approve Activity 1 deliverables and decisions Activity II. Define As Is - Conduct Information Gathering The objective of Activity II is to gather the information needed to define the current environment. 3 weeks Combination onsite and offsite 2 weeks Activity Description and Purpose lleights Consulting Kev . ctivities, include but not limited to IIeights Consulting Key Deliverables (Paper or Process), include but not limited to City of Fort Worth Key Deliverables (Paper or Process) include but not limited to Ileights Consulting estimated Work Duration City of Fort North estimated 'Work Duration Define "As Is" — Conduct Information Gathering 1• Information Gathering Executive Summary and Report including: • Current contact types by department • Current volumes • Top information and service requests • Current service level agreements • Current customer oriented technology • Current costs of customer interactions • Current space for customer service interactions • Mystery shopping results • Customer service process and performance assessment results • Participate in team meetings • Review information gathering results • Review information and conduct follow up/validation for incomplete items • Fort Worth PM assists Heights Consulting with information gathering and assessment • Participate in development, review and edit of deliverables 8 weeks Combination onsite and offsite Heights Consulting Engagement - Revised City of Fort Worth 29 October 2013 Page 3 Activity Description and Purpose Heights Consulting hey Activities, include but not limited to Heights Consulting, hey Deliverables (Paper- or - Process), include but not limited to ('ity of Fort \\'orth Key Deliverables (Paper or Process) include but not limited to Ilei'hts Consulting estimate(! \Vor•I: !)Oration City ()I' For' Worth estimated Work Duration Project Sponsor review and approve Activity II deliverables and decisions 2 weeks Activity III. Define Target Components of the To Be Environment The objective of Activity III is to use the information gathered in Activity II to recommend process improvements that will create immediate efficiencies and recommend the target centralized customer service environment. Activity Heights Consulting; hey Description and :activities, include but not Purpose limited to I !eights Consulting hey Deliverables (Paper or Process), include but not limited to City of (Fort \\'orth 11eights key Deliverables Consulting (Paper or Process) estimated include but not 'Work limited to Duration City ()I' Igor t Worth estimated \\fork Duration Define Target Components of the "To Be" Environment • Recommend current "internal" best practices found in City departments • Recommend "best practices" from 311 industry leaders and organizations similar to City • Present funding options based on research from other 311 implementations. • Develop process improvement opportunities relevant to each department Executive Summary and Report including: • Recommended model of centralized customer service including people, process, technology, facility and organization • Gap analysis findings from customer assessment and recommended improvements • Participate in team meetings • Participate in development, review and edit of deliverables Project Sponsor review and approve Activity 111 deliverables and decisions 6 weeks Combination onsite and offsite Activity IV. Define Gaps Between the As Is and To Be Environment The objective of Activity IV is to identify the gaps that exist between where the City is today and where the City wants to be in a centralized customer service environment. 2 weeks Activity I)rcriplion and I'urpo':(' !frights ( I\r\ \rli\ ilies, include 1►(11 not limiter) I() IIrig III% ing V I)eliveral►Irs (Paper or Process), inrin(ir 1►nl nol liririlc(I to ( i l \ ()I' 1.()(1 \\ or l h Ivry I)elivrr aIdes (Paper or Process) include 1►r11 no( 'knifed I() Lily of Forl \\ (►rt h \\ (►r'It I)nralion Define Gaps between "As Is" & "To Be" Environment • Document gaps between the As Is and To Be • Develop gap summary to use in alternatives analysis • Define business transformation approach including: policies, procedures, administrative instructions, statutes, ,...... -. Htit• ` IGHTS s LTINO Executive Summary and Report including: • Gaps identified and summarized • Business transformation approach • Participate in team meetings • Participate in development, review and edit of deliverables 2 weeks Combination onsite and offsite Heights Consulting Engagement - Revised City of Fort Worth 29 October 2013 Page 4 .1ctiv Description and Purpose Ilcights ('on.sulting Icy .1clivitics, include but not limited to organization structure communication within and between departments 1leighls Consulting Key Deliver, hies (Paper or Process), include but not limited to ('its of Fort \\ c►rth key Deliverables (Paper or Process) include but not limited to Project Sponsor review and approve Activity IV deliverables and decisions Activity V. Define Alternatives to Achieve To Be Environment Heights ( onsulting estimated 'Work I)uratiorl The objective of Activity V is to define and evaluate alternatives to achieve centralized customer service. ('if) ()I' Fort \\orth estimated \Vor•k Duration 2 weeks Activity Description and Purpose Ilcights Consulting, Isey Activities, include but not limited to Ilcights Consulting, hey Deliverables (Paper or Process), include but not limited to City of Fort \forth key Deliverables ( Paper or Process) include but not linlitc(I to Ileights Consulting, estimated \Vor•I: I)ur•ation City of Fort 'Worth estimated Duration Define Alternatives to Achieve "To Be" Environment • Define alternatives to achieve the target environment including funding options. • Analyze people, process, technology and facility impacts of each alternative Executive Summary and Report including: • Alternatives evaluated • Pros and Cons of each alternative • Alternative evaluated versus success criteria • Order of magnitude costs and benefits of each alternative • Organizational, employee and customer impacts of each alternative • Participate in team meetings • Participate in development, review and edit of deliverables Project Sponsor review and approve Activity V deliverables and decisions 2 weeks Combination onsite and offsite Activity VI. Analyze & Recommend Alternative The objective of Activity VI is to recommend the alternative, develop the approach to achieve the recommended alternative and provide the estimated transition cost and timeline. 2 weeks Activity Description and Purpose Ileights Consulting Key Activities, include but not limited to Heights Consulting Icy Deliverables (Paper or - Process), include but not Iirrlite(I to City of Fort Worth Key Deliverables (Paper or Process) include but not limited to I!ei"Ilts ( onsultilI( estimated \York Duration City of Fort \1V o rri h estimated \\fork Duration Analyze & Recommend Alternative r• • Finalize recommended alternative • Develop estimated budget for alternative • Develop estimated timeline for recommendation stipAte Executive Summary and Report including: • Estimate the Total Cost of Ownership (TCO) of Consolidated Customer Service including: • Participate in team meetings • Participate in development, review and edit of deliverables 4 weeks Combination onsite and offsite `HEIGHTS Heights Consulting Engagement - Revised City of Fort Worth 29 October 2013 Page 5 Activ itv Description and Purpose Ilei jhts Consulting Ivey Activities, include but not limited to Ilcights Consulting Isey Deliverables (Paper or Process), include but not limited to City of Fort WVorl h Key I)cliverables (Paper- or Process) include but not limited to Ilcights Consulting; estimated NV or!: Duration City of Fort \North estimated Duration • Initial Start-up Costs • On -going Operations Costs • On- going Maintenance Costs • Develop timeline for implementation • Define organizational impacts • Define funding recommendation Project Sponsor review and approve Activity VI deliverables and decisions 2 weeks Activity VII. Develop Action Plan, Best Practices Presentations and Final Report The objective of Activity VII is to develop and deliver the action plan, best practice presentations and final report needed to gain approval to proceed with Step 3 - Transition. Activity Description and Purpose Ileights Consulting Itey Activities, include but not Iimilc(I to 11eights Consulting Key Deliverables (Paper or Process), include but not limited to ('its' of I4ort \Voth . Key Deliverables (Paper or Process) include but not limited to Ilcights Consulting estimated \Vorl: Duration City of Fort \North estimated \Noel: Duration Develop Action Plan, Best Practices Presentations & Final Report Best Practices Presentations • Develop executive summary of implementation decisions and plan • Facilitate multiple reviews and edits of the executive summary • Present the executive summary to various senior management before the final presentation • Present executive summary of implementation decisions and action plan Deliver Best Practices presentations and final report (MS Word or PowerPoint) that includes the implementation decisions and action plan • Best Practice Presentations As agreed upon by the from other cities 311 parties. stakeholders of implementations. Ere IGHTS • Participate in team meetings • Participate in development, review and edit of deliverables Project Sponsor review and approve Activity VII deliverables and decisions 4 weeks Combination onsite and offsite 4 weeks Onsite 2 weeks City of Fort Worth Heights Consulting Engagement - Revised 29 October 2013 Page 6 Schedule Heights Consulting and the City of Fort Worth will use reasonable business efforts to complete the SOW in accordance with agreed schedules. The time it takes Heights Consulting and the City of Fort Worth to execute a legally binding contract, and the cooperation and availability of the City of Fort Worth personnel, as well as any third parties, may impact the schedule. Depending on the start date of the engagement, major holiday periods may also impact the schedule. Both parties shall inform each other of any necessary schedule changes as they arise. Scope The scope of this engagement includes all city service departments and their respective call centers. ■ Aviation Budget City Attorney City Manager's Office City Secretary Code Compliance (City Call Center) Equipment Services Finance Fire Governmental Relations Housing & Economic Development Human Relations Human Resources Information Technology Solutions (IT Help Desk) Internal Audit Library Mayor and City Council Municipal Courts (2 Call Centers Municipal Courts and Warrants) Office of Media and Public Affairs P arks and Community Services (CAP Call Center) P lanning and Development (Call Center) P olice (911 Call Center) P ublic Events Transportation and Public Works (City Call Center) Water (Call Center) J1JIGHTS1 City of Fort Worth Heights Consulting Engagement - Revised 29 October 2013 Page 7 Assumptions The following assumptions have been made in preparing this SOW: ■ Tho ftty of Fnrt \Afnrth tram xniill innli irin a nrniPrt mananPr to art ns nnint of nnntant fnr 1 1 1V V 1�J V 1 1 VI \ r • V 1 1.1 1 Vvvnl 1 • s 111 inn!' �/1 V v. N. v�v v� P . .. .v+.+l v. �v v+v. ..+.v �.. v.. .� v . v v. ..... �. . this engagement. 1 v ■ The City of Fort Worth will actively participate and contribute to all the efforts outlined in this proposal and Statement of Work. ■ The City of Fort Worth will arrange for the key staff functions that will perform data collection activities and/or validation. These key staff functions include those individuals who are responsible for, or hold information about, the full scope of the assessment. Generally, Heights Consulting will provide templates for data collection and the City of Fort Worth will be responsible for data collection. ■ The Heights Consulting work will be completed while onsite and offsite. An agreed upon project plan will determine schedule for onsite and offsite work. ■ Office space, telephones and Internet access will be made available for Heights Consulting staff at City of Fort Worth locations for on -site project time. ■ Heights Consulting will have access to printing/copying services at City of Fort Worth locations. The City of Fort Worth is to schedule City of Fort Worth resources for project activities and provide meeting facilities as necessary. Changes to Scope All City of Fort Worth requests for changes to this Proposal must be in writing and must set forth with specificity the requested changes. As soon as practicable, Heights Consulting shall advise the City of Fort Worth of the cost and schedule implications of the requested changes and any other necessary details to allow both parties to decide whether to proceed with the requested changes. The parties shall agree in writing on any requested changes prior to Heights Consulting commencing work. As used herein, "changes" are defined as work activities or work products not originally planned for or specifically defined by this Proposal. By way of example and not limitation, changes include the following: ■ Any activities not specifically set forth in this Statement of Work ■ Providing or developing any deliverables not specifically set forth in this Statement of Work Any change in the respective responsibilities of Heights Consulting and the City of Fort Worth set forth in this Statement of Work, including any reallocation or any changes in engagement or project manager staffing Any rework of completed activities or accepted deliverables Any investigative work to determine the cost or other impact of changes requested by the City of Fort Worth Any additional work caused by a change in the assumptions set forth in this Statement of Work Any delays in deliverable caused by a modification to the acceptance criteria set forth in this Statement of Work Any changes requiring additional research analyst time or changes to research analyst resources �HEIcHTS City of Fort Worth Heights Consulting Engagement - Revised 29 October 2013 Page 8 Authorization By signing below, both the City of Fort Worth and Heights Consulting agree to the terms of this Statement of Work SUBMITTED ON BEHALF OF HEIGHTS CONSULTING SIGNATURE Rose Minton, President PRINT NAME AND TITLE to3OA3 DATE' gflsasc2_ AGREED ON BEHALF OF CITY_OF FORT WORTH Fernando Costa 414/43OC.Ie1 SIGNATURE Assistant City Manager PRINT NAME AND TITLE /0A0/1/3 DATE Billing address: 1000 Throckmorton Street Fort Worth, Texas 76102 v OFIUL7S City of Fort Worth PO number (if req'd): OFFICIAL RECORD CM( SECRETARY `i;J o VM®P 11 i�, lu i Heights Consulting Engagement - Revised City of Fort Worth 29 October 2013 Page 9 Any questions regarding this Statement of Work should be addressed to: Rose Minton President Heights Consulting 9328 San Rafael NE Albuquerque, NM 87109 Or 505-301-4973 **v•re. HEIGHTS Heights Consulting Engagement - Revised City of Fort Worth 29 October 2013 Page 10 EXHIBIT B PAYMENT SCHEDULE Professional services fees for this engagement will be a fixed price of $194,800. Expenses for this engagement will be billed as incurred, not to exceed $59,000. The total for the engagement is $253,800 including professional fees and not to exceed expenses. Heights Consulting will submit invoices for professional services after the completion of each Activity. Expenses will be billed as incurred. Invoices are payable upon receipt, or in accordance with the City of Fort Worth's requirements, within 30 days. Activities • Deliverables Professional Services Payment Not to Exceed Expenses billed as incurred Total Activity I: Planning/ Leverage Scope Definition Work Activity II: Define "As Is" - Conduct Information Gathering Activity III: Define Target Components of the "To Be" Environment 1pr HEIGHTS logpeope- /. • Project Charter • Project Plan • Project Team Kickoff • Conduct department leaders kick off meeting • Create project planning liaison team Executive Summary and Report including: • Current contact types by department • Current volumes • Top information and service requests • Current service level agreements • Current customer oriented technology • Current costs of customer interactions • Current space for customer service interactions • Mystery shopping results • Customer service process and performance assessment results Executive Summary and Report including: • Recommend ed model of centralized customer service including people, process, technology, facility $12,800 $37,000 $32,800 $5,300 $18,100 $7,400 $44,400 $7,400 $40,200 Heights Consulting Engagement - Revised City of Fort Worth 29 October 2013 Page 11 Activities Deliverables Professional Services Payment Not to Exceed Expenses billed as incurred Total Activity IV: Gaps Between "As Is" and "To Be" Environments Define Gaps between "As Is" and "To Be Environment Activity V: Define Alternatives to Achieve the "To Be" Environment Activity VI: Analyze/Recommend Alternative Activity VII: Develop Action Plan/Final Report Wt EIGHTS ONSULTING and organization • Gap analysis findings from customer assessment and recommended improvements Executive Summary and Report including: • Gaps identified and summarized • Business transformation approach Executive Summary and Report including: • Alternatives evaluated • Pros and Cons of each alternative • Alternative evaluated versus success criteria • Order of magnitude costs and benefits of each alternative • Organizational, employee and customer impacts of each alternative Executive Summary $37,000 and Report including: • Estimate the Total Cost of Ownership (TCO) of Consolidated Customer Service including: • Initial Start-up Costs • On -going Operations Costs • On- going Maintenance Costs • Develop timeline for implementation • Define organizational impacts $18,200 Deliver final report (MS Word or PowerPoint) that includes the implementation decisions and action plan $18,200 $38,800 $3,200 $3,200 $6,200 $26,300 $21,400 $21,400 $43,200 $65,100 Heights Consulting Engagement - Revised City of Fort Worth 29 October 2013 Page 12 Activities Deliverables Professional Services Payment $194,800 Not to Exceed Expenses billed as incurred $59,000 Total $253,800 -11.ttgls9MTN§