HomeMy WebLinkAboutContract 27594CITY S��:R�iAR� -,�- - -
w.nNT�ACT i�. . t _ . =�.
STATE OF TEXAS
COUNTTES OF TARRANT,
DENTON AND WISE
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KNOW ALL BY THESE PRESENTS:
C�NTRACT FOR PROFESSIQNAL CONSULTING SERVICES
This contract is entered inta by the City of Fort Worth, Texas, a municipal corporation situated in
Tarrant, Denton and VL�ise Counties, Texas, hereinafte� called "City," and ETC Ixistitute, a Kansas
corporation, hereinafter called "Consultant," boih parties acting herein by and through their duly
authnrized representatives:
1. Scope of Services.
In accordance with the �ighest professional standards, Consultant agrees to provide the sarvices
of survey design, administration, execution and analysis, as well as provide a formal pz'esentation of
results frorn a combined mail and telephone sur�ey of 1600 �'ort Worth residents' attitudes and
opinions regarding City services and the major issues �'acing Fvrt Warth.
The City of Fort Worth is contracting a combined mail and telephone survey with a guaranteed
1b00 camplet�d surveys. Tbe telephone port7on af the surveywill be of 20-minutes duration. The
C�nsu�tant's fixed price includes �takeholder intervie�vs. Furthcr specifics of the services to be
prouided are listed in Attachment A— Scope of Services, attached hereina�ter and incorporated into
this agreement thereby.
O�the optional services listed in the Scope ofServices, the Consultanthas agreed to provide, at
no additional cost to the City of Fart Worth, the following "Qptional Analysis and Tasks:"
1, An Impartance-Satisfaction Analysis; and
2. Benchmarking Data Analysis (DirectionFinder}.
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2. Schedule.
The Cansultant shall comply with the following schedule once the Contract for Professional
Consultang Seivices is renewed:
Element
1. Survey Tnstrument and Survey Sample Design
2. �urvey Implementation
3. Presentation of Survey
Findings to City Council
3. Compensation.
Completian Date
Friday, Apri15, 2002
Friday, Apri1 12, 2002
Saturday, April 27, 2Q02
The amaunt to be paid ta Consultant for all s�rvices perfarn�ed hereund�r shaIl be Forty-Three
Thousand Forty and No/100 Dollars ($43,040), hereina.f�er "Consultant's Fee."' The Consultant's Fee
�hall in.cluc�e all exp�nses incurred �y Consultar�f in the accamplishment of all items listed above
und�x Section One, Scope of Se�-vices. The Cansultant MUST obtain Fort Worth City Council
authorization IN,ADVANCE for any and alI charges beyond tl�.e fi�ed rate of $43,040. I� is
und�rstood that this Contract contemplaies th� provision of full and complete consulfiing services for
this project, iz�cluding any and all necessary changes ar cantingencies to complete the work as
outlined above in Section One, Scope of Services, for the fee dascribed above and contained in
Attachrn�nt B— Fixed Pricirag Worksheet — Fort Worth Citizen S�rvey. Any servzce deemed
necessary by the Consuliant, but heyond �he sta�ed services outlined in Section One, Scope of
Services, must be justzfied to and expressly authorized by the Fort Workh Ciiy Council PRIOR to
implementation of that service.
4. Data.
The City shall own any and ali data coxnpiled, analyses perfortned and reports drafted by the
Consuitant in his or her £ulfillment of the terms of this Contract for Professional Consulting
�ervices.
�. Term.
The term of this Con�raci shall commence upon date oifull executian by th� City and Consultant,
and shall terrninate the 3"d of May 2Q02, uniess terminated earlier as provid�d i�erein.
6. Terminatian.
a. City may terminat� this Contract at any time for any causs by notice in wzi�zng �o
Consultant. Upon the receipt of such natice, Consultant shall immediately discontinue all services
and work and the placing of all orders or the entering into of contracts for all supplies, assistance,
faciliti�s and materials in connection with the performance of this Contract, and shall proceed to
cancel promptly all existing contracts insoiar as they are charg�able to this Contract. If the City
tern�inates this Contract rznder �his Section 6.a., the City shall pay Can�racfior foz services actually
perfarmed in accorc�ance herewith prior to such termination, less such payments as have been
previously made, in accordance with a final statem�nt submitted by Consultant documenting the
performance of such wark.
b, In the event no funds or insufficient funds ara appropriated and budgeted by th� City in
any fiscalperiod far any payment� d�e hereunder, the City will notify Consultant of such occurrence
and tk�is Contract shall ten'n.inate on the last day of the fiscal period for which appropriations were
rece�ved, without penalty or expense to City of any kind whatsoever, except as to the portions o�the
payments herein agreed upon for which fiands shall have been appropriated and budgeted, City has
ir�£ar�ned Consultant that, concurrent with approval of this Contract, City will appropriate and budget
lOD pexcent of the funds specified in this Contract, so that alI funds will be appropriated at�d
budgeted prior ta the commencement date of this Contract.
c. Upon termination of this Contract for any reasan, Consultant shall provide the City with
copies of all completed or partially cornpleted documents prepa.�red under this Contract.
7. �ndemnification.
a. To the extent perinitted by applicable law, Consultant sha11 indernnify and hold the City
and its offic�rs, agents and employees harmless from any loss, darnage, liability or expense for
damage �o property and injurie�, including dea�h, to any person, including but not limited to officers,
agents ar employees of Consultant or subcontractors, which rnay arise out of any negligent act, error
or omission in the performanc� of Consulta�t's professional services. To the extent permitted by
applical�le law, Gonsultant shall defend, at its own expense, any suits or other proceedings bro�ght
a�ainst the City, its officers, agents and employe�s, or any of them, �esta].ting from such negligent act,
error or omission; and shall pay a1l expenses and satisfy all judgments which may be incurr�d by or
rendered against them, or any of them, in conneetion therewith resuliing from such negligent act,
error ar anaissian.
8. Independent Contractor.
Consultant shall perfarm all work and services hereunder as an independant coniractor and not as
an officer, agent or employee of the City. Consultant shall have exclusive control of, and the
exclusi�e right to cont�ol, the details of the work performed hereunder and all persons performing
same, and s11ali be solelyresponsible far khe acts and omissions ofits officers, agents, emplayees and
subcontractors. Nothing herein shall be construed as creating a pax-inership or j oint venture between
the City and the Consultant, its afficers, agents, employees and subcontractors, and the doctz-zne of
respondeat superior shall have no applicatio� as between the City and ihe Consultant.
9. Disclosure of Conflicts.
Co�sultant warrants to the City of Fort Worth that it has made fu11 disclasuare in writing of
a.ny ea�isting or potential conflicts of interest related to the servic�s to be perforrned hereunder.
Consultant fiirther warrants that it will make promp� disclosure in writing �f any conflicts af
interest that develop subsequent to the signing of this Contract.
10. Ri�ht to Audzt.
Consultant agraes that the City shall, until the expiration of three (3) years after final pa�nent
under this Contract, have access to and the right to examine any directly pertinent baoks, documents,
papers and records of the Consu�tar�t involving transactions relating to this Contract. Consultant
agrees that the City shall ha�e access during normal working hours to all necessary Consulian�
facilities and shall be pravided adequate and apprapriate workspac� in order ta conduct audrts in
coa�aapliance with the provisians oFthis section. The City shall give Consultant reasonable advance
notice of intended audits.
Consultant furth�r agrees to include in all of its subcontractor agreements hereunder a provision
to the effect that the subcontract�or agrees that the City shall, until the expiration of three (3) years
after �nal payment under the subcontract, have access to and tbe right tfl examine any directly
pertznent baoks, documents, papers and records of such subeontractor invol�ing transacfiions to the
subcontract, and further that City sha�l have access during normal vvorking hours to all subcontractor
facilities and sha11 be pro�ided adequate and appropriate workspace in ordear to canduct audifs in
compiiance with the provisians of this paragraph. City shall give subconiractor reasona.ble advance
notice of intended audits.
1�. Prohibition af Assx�nment.
Neither party hereto shall assign, sublet or trans%r its interest herein without the priar written
consent of the other party, and any attempted assignment, sublease or transfer of all o.r any part
hereof without such prior wriiten con.sent sha1l be void.
12. Choice af Law; Venue.
This Contract sha.11 be canstrued in accordance wiih the internal law of the State of TexaS.
Should any action, whether real or asserted, at law or in equity, arise out of tk�.e tenns of this
Contract; venue for said action shall be in Tarrant Gounty, Texas.
EXECUTED on this, the 29t�' day of March, 2002,
ATTEST:
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City 5ecretary��
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APPROVED AS TO FORM ANll LEGALITY:
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Ass st t City Attorney < f M-- ����j
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Cc�ntraCt Authorizati�n
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�a�te
CITY OF FORT WORTH
BY: � e
Charles R. Boswell
Assistant City Manager
ETC 1NSTITUTE
BY: �
C�is Tatham
TITLE: Vice President
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ATTACHMFN'I' A
City of Fa�t T�''orth CitizeH Survey (Part II/III Sutvey Cancept � Pragrr�m}
City so that city staff and elected ofFzcials can understand the needs of the residents in the
specific areas. ETC Institute will work with City staff to de�elop perfor�ance indjces
that allaw City st�ff and elected offzcials to objectively assess the cnange in their
perfrormance over time,
A saope of w�rk far the citizen surveys is providecl belaw. Some aptional services, suoh a�
stakeholder interviews, focus groups and targeted surveys, are described within the soop� o�'
work. Other optional servic�s are de�cribed at the end of tlie scope of services. Th.e ogtinnal
services would enhance the flverall quality of each survey, but th� project sch�dule may need to
be extended to accommodate tlne optional items. ,
Scope of 5erviees
Tn order ta accomplish the abjectives far the survey, ETe Institute reeommends the %llawir�g
approaoh ta the d�sign and administraiian of the citizen survey,
�"ask 7. r�g�;�� tlt�ev��,�r �m n Upon t�eing selected for the pr�ject, ETe Institute
will begin by reviewing priar sur�vveys that have been administered by the City. Durin� the �rst
week af the project, ETG Tnstitute �ill meet wtth members af ihe steering committee to ensure
that all meznbers of the consulting team and the st�ering cummi�tee have the sarne understanding
of the gaa�s and abjectives far �e project. At this meeting, major issues wiIl be identifiet�,
details ofihe research.design sh'�,tegy will be discussed, and the sampling plan wi11 be fnalized,
Pri�r #� the initial meeting, ETG Tns�itute wi11 provide C�ty staff with �amples af surveys tlaat
ha�e been admin�stered by ETC Institute far simifar projects. Th�se surveys will serve a� the
basis for develaping a survey that is tailared to �he r�eeds of Fort Warth.
�'he day follawing the initial meeting, ETC Instituie will present the City with a first draft af th�
su�vey in�trumeni. Ii is anticipa��d that ��3 drafts of the surv�ey urill be prepared before th�
survey is appxoved by the City.
If time �nd budgetary constrain�s permit, ETC Irrstitute would recammend the use o�' stakehold�r
it�terviews and/or focus groups as paxt of ths process for designing the survey instrument to
ensure that �e needs of speoialized populations in the community �.re fully address�d. �
Deliver°able Task 1.�: A technical memazandum that documents the survey design process a�ong
wxth a cvpy of the survey instrument.
ETC Institute (2a02) - -- - — - - — _-_ _-_ -= Scope - 3
City o,�Fort Worth Citi�en S�crvey (Partll/III Survey Concept c� �'rogram)
• Optiv�tal Stakeholder°s Inie►°views, Based on issues identified at the initial planning
�neetin�, our team will design and administex {subject to City appravalj a short. open-ended
inter�riew to be ac�ministered ta stakehoiders frvm throughout the City. ETC Institute will
spend up ta twa days an-site in Fart Worth to conduct fac�-to-�'ace inte�rviews with selected
stakehc�iders. ET� In�titute wou�d canduct up to 40 additiona� interviews by pnone with a
wide range af stakehalders, including, buf not limited to, local elected officials and staff,
business leaders, ecvnamic de�elopment �interests, regianal and 1vcal planners,
environmantalist, Iobbyists, miiitary vfficials, transit operators, and others who may influence
Ciiy priorities and funding decisians. Gathering input fram stakehaiders accomplishes two
major objectives. First, it ensures that most of the issues tlaat are important to decision
makers in the area are addressed eaxly in the study. Second, it invdlv�s the deaision malcers
in the res�a�reh process which significazitly� increases the lil��lihood that they will support the
results and recommendations of the study. After the stakehalder interviews are completed,
ETC Insfitute will meet vvith members of the steering cornmittee ta discuss the resuits af the
intervievvs. The steering carnmittee and cvnsult�nt team will use this �nformation to develap
tl�e content af the survey. �
+� Optional foeus groups. ETC Tnstiiute would work with Ci#.y s�aff to design and maderate up
io eight focus groups with ;residents �rom across the City to accomplish the foliowing
0�7jE�t1V�5:
1) invalve "hard-�o-reach" populations (i.e., en�iranmen#a1 justice groups} in the survey
development process to ensure that the concerns of specialized populaiinns are identi�ed during
the profeei.
2) identify the cors �xpec�ations �hat residents have with regard ta the delivery of City
services and the iypes o� informat�on they wot�ld like ia receive. This will invol�e a discussion
aboui which services are rnost imgortant and why.
3} understand how residents rate the City's performance in difFerent areas. This will
involve a disaussian about what constitutes good (or bad} serviae delivery in ord�er to iden#ify
performastc� measures that could be used by the City t� better eva�uat� the delivery af speazfic
services.
�) identify ways ttaat residents think ihe City.could improve the delivery af specific
services. This will involve the solic�tation of ideas regarding improvements to existing s�rvices
as well as a discussion regardin� the need fox services that are not currentl� grovid�d.
ETC Institute (�Q02} S�oP� n �
City v�`'Fort Wnrth Citi�en Survey (Par�II/III,Survey Cancepi c4c i'ragrnm)
T�sk i.2 Development af #he �nm,�ling Plan, It is our understandin� that the City wants the
results vf the survey to be statistically valid �or the Ciiy as� a whole a�d select�d demographic
�roups based on the a�e, ed�cation level, employment status, and i�came of the respondents,
Given the papulat�on artd demagraphic composi�ion af the city, we h.ave developed three sample
sizes for you to cansider:
• 400 survevs i� the minimum sarn�ls siae xeco�enc�ed for t�is s�vey. The overall
results for the City would have a precision af at least +/-5°/a at the 95% le�el of
c�nfidenee. �tatistically va.Iid su6analysis of the d�.ta for key demagraphic variables,
�uch as location, age, incorne, etc., would be very lirnited. '
� $OU �urvey,�, is tl�e recommended sample size for the suavey if the City want� th.e res�l�s
to have accep�able l�vels of statistical precisian at the Council I7istrict Ievel. The ov�erall
results for the Ciiy v�rould have a precision of at l�ast +/-3.5% a� the 95°le level of
conf dence, Subanalysis would be possible for up to 8 geographic subregions (i.e.,
eotznail disiricts} and other demagraphic �ariables, such as race, gender, and age, The
results for each of the Citjr C�uncil distric�s would have a pxecisian of at least +/�10°/a at
th� 95% level of confidence.
• 16U0 _�ur,�e � is the recommended sa�xxp�e siz� i� ihe City wants to c�nduct more
e�ter�sive analysis af the da#a within City Caun�il Districts. The overall results for the
City would ha�ve a precision af at least +1-2.6°/a at the 95% level of confidence. The
results for each of the City Cvuncil districts would have a precisio�n of �.t least +1�7% at
th� 95°10 Ievel of confidence.
As the tatal num�er of completed sur�reys i�creases, the precision of �he survey impraves,
particularly a� the subregianallcity council district level. Cast is a function 4f twa major
vaxzables; {1) the length of t.�ie survey and (2) the nurnber of completed surveys. ETC Tn�iiute
will wark with City staff ta find the right combination of these i�vo variables �o maximize youx
investment in our services. Our budget cc�ntains the eost for administering a 5-, 10-, 1 S-, and 24-
minute survey.
Deliverab% �'ask �.Z: A technical merr�arandum that describes ihe sampling plan specificat�vns.
��rc zns���ut� �2aaa� Scope � S
Cdty o, f'Fort' T3'orth Criizer� Su�vey (Pr�rt I.�/III Survey Concept c� Pro�ram)
�'rrsk 13 Administer the� Srrrvev ETC Ins�itut� is capable of admin�ist�ring the sur�ey entirely by
phone or e�tirely by mail, Given the negative impact that caller ID has had on phone survey
respanse rates in recent years, we recommend tha� the C�ty cansider administ�ring the survey
using a dual-channel sur�ey administratian met�odplogy, cansisting of a cornbination of mail
and phon� to a randamly selected ta.rget samgle. The dual-channel methodola�ry significantly
increases the overall rate of response, which impraves �he q�ality of the da�a collected. Even if
people da nai respond by mail, peaple who receive the mailed version af the survey are
significa.�tly more likely ta ��spond to the survey by phvne because they know the survey is
le�itinriate. Althaugh a mail �ersion of t�e surv�y would add '�-10 days to the �ength af the
project, a mail version af the survey is also an effective means o� educating residents about'the
survey and City gave�nment. _
Specificaily, we recommend t�e fallowing strate�,ry. far adminisiering the suz vey,
,
� Pho�ee intervzevvers vvarkin� in ETG Tnst�tute's call center will re�earse the phone versian
of the survey, A11 interviewers will review the protocal fo� the administ�ation o�' the
survey with a supervisar, special at�ention will be paid tfl the treatment of non-English
speaking respondents.
�' A tvll-free phone number to assist respondents with the survey w}ll be operatianal three
days before the surveys are mailed (if the mail optian is selected}.
• ETC Institute will test t�e �urvey wi� at Ieast 20 residents before the survey is
administered, Any prablet�s or issues that are identified w�ill b� reported to the City and
corrective aetion will be r�cornmended and taken as a�prap�iate,
� ETC will pravide the City with sarn�le press releases that can be used to notify the public
about the �urvey and educate residents about City gvvernment services.
� Surveys will iae rnailed to eac�i af t�e reside�ts in the sample �'rame. 4nly one survey per
househvld will be sent. Pvstage�paid envelopes wi,ll be provided #o each respand�nt.
• Five �ays after the suroeys are mailed, ETC Tnstitute's phone intarviewe�s wi11 begin
making follaw-up plaone calls to each of the g�rsans in the sample frame. Pi�one follow-
ups will significantly� increase the respQnse rate, This will greatly �educe the probahility
t1'xat the resul�s are eff�ecterl6y nor�oresponse bias. Non-respans� bias can be a major
drawback to su.rveys that are adzninistered by mail ox phone alone. Persons wl�o indicate
ETC Institute {2pQ2) ���p� o �
City o,�'Fort Wnrth Citi�en Survey �Partll/III Survey Concept & PYogr°amJ
they have already returned the survey will be thanked. Persons who have not completed
the survey wil� be given the opportunity to complete the survey by phone.
� Phone fol�ow-�xps wi11 be concentrated in districts �wvhere the response to the rnail surv�ey
is law to ensuxe the survey is represenfiative af the entire City.
• Ouality cQntral. Data entry �elds will be limited to specific ran�es ta minimize ihe
probability of errox. T1�e statistical processing �ystem used by aur firm alerts data enhy
persc�nnel with an audible alarm i� entries dc� not conform to these specifications. In
addition, �e rautinely sel�ct at least 10% af the xecords at ra�dom for verificatian." A
supervisor wi11 match records in the data bases against the c�rresganding survey to ensure
that the data entry is accurate and complete. �
E�suring Re�r�esentaiion r�f Non En�Cish S�eakin� Fonulata�ns. We recognixe that there� are
many non-English speaking persans living in Fart Worth, in ordex to ensure that non�English
speaking populations are well �'epres�nted in the sample, we will do the follawing:
• The cover l�tter that is sen� wit�i the mail ver�sion 4f the s�rey w�ll cantain informataan
tha� is translated into Spanish.
� ETC Institute wi11 establish a toll-free phone numher that non-English (and English}
speaking residents can call. Spanish spealtin� interviewers fram aur firm will 6e
available to administer the survey o�er the phone in Spanish,
• A d�mographic qu�estivn will be included in the survey that asks �v�ich lan�uages ather
than Engli�h are sp�ken in the �aome. Tnis will allaw us to ensure that non-English
speaking populatians are wetl represented in the sample.
Deliveruble Taslr 1,3: A tecbnical memorandum that documsnts the survey methodalogy along
with tables �hat shnw #h� overal] results to each question on the survey.
7'usk 1.�: Final Rs�Jo�t and Pr°�sentntion. ETC Institute will s�bmit a draft final report to i�he
City. Thi�s repart will inciude buf not be lirnited tv the following items:
� an exeeu�ve s�mmary of the methodalo�y far administering �he surv�y
� charts depiating the overall results o� the survey alor�g with comparisans to the �results
from previous surveys
ETc r�5t��t� �Zao�> s�ap� � �
City o,�'Fort Wo�th Citizen Survey (Pnrt II/III Survey Concept & Program�
� analysis and z-ecQrnr�enc�ations hased an the results of the survey
� fabular data that shaws the overall results for each question on the survey along with the
results for city councii distric� and ather demographic �ariables as apprapriate
s a copy af the survey instrument
� a 30-60 minute electranie presentation for the City Cauncil highlighting the results
De���erable: Upon accept�ce of the draft repart, ETC Institute �vill prepa�e and submit 25
copies af the final report. ETC Inst�tute will aisa rnake a farmal pxesentation ta the City C�unoil.
S�u nm.ary af ETC �nstitate Resnons'rbil�ties f�or the Surve�; ETC Insiitute's cost prc�posal
inc�ud�s the following services:
• on�site meetings with City persannel ta design the survey
� finalizing the mettfodol'ogy for administering the surveys based on input from City staff
and others as appxapriate (i.e., focus groups and stakeholder interviews ii desired)
� designing the survey instnament based an inp�t from the community and City stafi
� wurking with the City to develop the sample frame of residents to be surveyed
• setting up the database for the suzvey
r conduotin� a pretest of the survey
� providing a�ampl� press xe]ease tn the City that explains the pur�o,�e ofthe survey
� establishing a to11-free phone number for the residents ta contact if they have questi�ns
during tne survey . .
�r draftin� the co�er �etter for the survey (ifma%I option is selected)
� printin� the general resident surveys {if mazl aptian �s sel�cted)
• printing cover letters (if mail option is selected)
ET� institute (2042) Scope - S
City of Fari W'vrth Citi,�e� Supvey (.Pnrt II/I�I Su,rvey Concept & Pt�ogram)
� aIl postage (autbound asid return) �if mail option is selected)
• printing postage-paid return reply envelopes (if rnail c�ption is�s�lected)
� labor for phone interviews
• lang distance charges
� data entry for all campleted surveys
� tabuiar resul�s far all r�uestions on the survey
� ba�ax�er crosstabulations that show ihe results of the survey for up to 5 demographic
variables (i.e., by age, gender, l�ngfih ofresidency, loca�ianlcouncil district, i�came, etc�)
� a suxnmary repori with an executive summary, charts, and tables
� a pr�sen�atic�n of the results ta City affic'rals
�'�i'l��' a� of �Fnrt Wvrth Nesnorasi�ii�itiec
• Provide inpuf into the design of the survey
• Approve the survey instrument
• Frovide � si�nec� cover letter ihat will acaarnpany the mailed versian af the survey (if
mail optian is select��}
� Flace notices in lacal newspapers andfor ather media ta inform residents abaut the
sur�vey; ETC Institute will pravide sample press releases
� Provide outgaing envelapes that have the City's xetum address (ifmaii option is selected}
� Identify requests for subanalysis af the data as appropriate
ETC Institute (200�) Scope � 9
City o, f'Fort Worth Citi�en Sur�vey (Part II/III Surv�y Concept &�'�ogrnm}
Dpfio�al Analysis and Tasks
ETC Institute has autlined five optional services below, The cost of tlae optional services wauld
be negatiated based on the n�eds of the City. The cvst woujd be calculated at the hourly rate for
additianal services provided with this proposal with an agreed upon maxirr�um number ofr hours.
��k .�l,��opfance r�t���'actiar� A�alv�rs is a unique tool th.at allows p�blxc officials to better
understand �oth of these highly impartant decision making criteria �or each of the �ervices they
are providing. The Importance-Satisfactian rating is based on the concept that pubiic agencies
will maximize ov�rall citizen satisfaction by emphasizing improvernents in those areas where the
l�vel af satiafaction is re�ativeiy �ow arzd the perccived importance �f the survice is relaiively
high. ETG Institut� wi11 develop an Impartance-Saiisfactzon Mairix to display the perceived
importanc� a� core serwices against the percezved quality af service de�i�very. The tvvo a�es on
the matrix will represent �atiafaction and relative Importance.
ETC Tnstit�te currently pravides this analysis �ar several go�emmental organizaiions. The I-S
(Trnportance-Satisfaciion} matrix allows public off ciaXs to analyze the survey data as described
below. A capy af a matrix is pravided at the bottom of'the next page.
1VXeeting P�ioPities (above average impvYtance and c�bave ave�a�e satisfactianJ. This
area shows where the agency is me�ting customer exp�ctations iar service delivery.
Items in thfs area have a significant impact an the cus�omer's vverall Ie�el of satisfaction.
The agency should maintain (or slightly incr�ase) emphasis on items in �his area.
Exceedxng �peetations (6elnw average impczptanee and above ave�°age satisfactiv�).
This area shows whexe the agency is performing significantly better than eustamers
expect the ar$anization to perfarm. Ttems in this area do nvt significantly impact �he
custorner's overall level of satisfacti�n�. The agency should maintain (or slightly
decrease) emphasis on items in this area..
e APeas af Majar Concer�n (�rhove erve�age impo�tanee and below ave�age sati�fa�tiort).
This area shows where t3�e agency is noi performing as well as i�ansas residenfs expect
the agency to perform. Tl�tis axea has a significant impact on cusiomer satisfactian. The
agency should DEFnVI1`ELY increase err�phasis on items in this azea.
Les� ImpaYtant (bel�rw average impa�ta�ce a�d belaw average sat�sfactian). This area
shows where the agenc� is not p�rformin� well retative tv the ageney's performa�ce in
othez areas; however, thi� ar�a is genera�ly considered io be less irnpartant to residents.
T�is ar�a does not si�nifcantly impact the custamer's averall tevel of satisfaction
beeause the items rated are less important to residents. The �gency shauld maintain
cur�ent Ievels of emphasis on items in this area. �
ETC Institute (2002} Scope - 10
City nf Fort Worth Citi�en Survey (Pr�ri II/fII Sur�vey Concept J�c Progrnm)
����� bighr�►�y �ea�u�e
�er�ormanc� iVlatrix �
(points on tite graph shoW devialions (ro� the mean condition and impo�tange ralings given bY Road Ra11y PartiCipants)
underlined areas reflect statewide condition
mean Im mriance =-08.94
sA
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Exceedi�rq Expec��iorrs___ Meetinq Priorlires
_..._.—_..........._--............_ _�__-�-�---..�.��.. ___..�__�_..__....___._..�_T__.---...._......�m___--.
iawer lmpartancelhigher satis#aclion higher Importancelhigher sailsiactio� �
. _Sight distartce---i.._ Sfgnagel5ignals....,__�.._��W---. �_
----____�._._._ _ _.,.,.,�,_. _.__—__..� ___._._.__. � . � �ase of getting anloff .
Landscaping Horizontaflvertical alignment Striping 7ra�c flow
Lane Width
Lower amparlance
lmportance Ratings
� Smoothness
r
Phvsical condition of surtace
srne�±a�w,aEn
Less lmnartant �
lower importancellower safisfacfian
Areas of Concerrr
higher importance!{ower satisfact(on
liigher
Importance
9
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0
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c
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w
E
�T'as� 2,2�,�2� I'erf'�ance il�eres�res�ndices V4+''e recommend using survey c�ata tv cxeate
per£�rmance indices that can be used to ohjectively assess the �ity's performance in key areas
over � time. ETC Institute routinely develops sueh measurements for a wide iange of
governmental agencies, includ'mg publie utilities, departments of transporta#ion, city and couniy
govemme�ts, and athers. The ohart on the fallowing page shows t13e composite per%rmance
index that xs generated fram customer satisfaction survey data collec#ed by ETC Institute for
�Iathe Municipal Services. The chart shows the compasite index far the City's performance in
six cvre areas: curbside recyclin�, water production, trash rernoval, yard waste, venicle
ma�tenance, and waste water,
ETC Institute (�002) Seope p I1
Ciiy of Fort Worth Citizen Survey (Partll/�rI Survey Concept �c Pra�ramJ
C�rnp��it� ����+�rr��r �Sa�i��a��i�n P���rman�� Ind��
Ol�t�� �un�cipal ���ic��
�oo.ao
•r ��
.. 82.89 � �� � .�� � �1. *0
�O.QO ---._._. _.,..-----------79.20 _.._.___..._...---� - -�-- --._...__-�_.--
...---..�._......._._�
7„�•�,.���.��i..�.�i .
7o.ao
�o.ao
� Q �ao� Za 2ao� �a �oo� aa
i 2oa�
Source: F.'TC Ins�itute Survey (�th quarter 2001)
T'a��C �.3 Cond� Ber�chmari�ing�ta na vsis. Th;e survey re�.tlts and analysis wi11 be used
as the basis for framing the xecamrnendations for action that will be included in the final repar�.
ETC Institute's exp�rience wit�i comm�unity satisfaction for lacal govemmental organizations
pro�rides us a unique capability £or ass�ssing the meaning of survey xesult�. For example,
suppase that 2�% of the residents surveysd are not satisfed vvith the maintenance of city parks.
Is #ha�t �ood or bad? Withaut comparati�e data, it is often difficult to interpret the si�nifcance of
�urvey finding�, which makes it e��n more difficult ta make meaningfirl recommendations. ETC
Institute will anaIyze the results from Fort 'VVorth with results from surveys compiet�d by ETC
Ins�itute in more than 6a other communities. The Gity of Fort Worth can �lso have ETC Insfitute
administer key portions of the survey to a sfatistically valid sample of residents in other cities ta
generate n�w benchmarks. �or exairiple, the City af Kansas City, Missouri, had ETC Institute
administer oore questions to a random sampl� of �04 resid�n�s in Wichita, Qklah.ama City, Tulsa,
St. Louis, Minneapalis, and Des Moines. The results are used ta devetop comparative
be�chmarks whic� allaw the City vf Kansas City to better intexpret the si�nificance of survey
result�. '
ETC Insfiitute (�00�) Scop� � 12
Caty vf Fort Worth Citi�en S�arvey {Prrrt II/Ill ,Survey Concept �4c Progr�cm)
Q�v�r�ll Satisfaciion With C�unty S�rvi�es by
M�j�r Ca�ego�y ��r C�mp��afiiv� ��mmuniti�s
by percentage of respondents who rated the iiem as a 4 nr 5 on a 5-point�scale (�tutlina don't lcnows �
O ��Kgrv. �,�
Pubiic Safety 5ervlcea ; ; &5%a � 8�% 85%
parks and reereatlon
Ovarall quality of custom$r sePvica
Caunty water & sewer utiltties
; 3�% 90'/0
43%' 86°Ic
; 49°k � T;5%
�g% �� �0°!0
`iS°/a , �79°fa
av°ia r�Aia
��% ���%;
T6%
6�4 %
69%
sii
57%
48%
B�°/a
�ffectivet�eas of eomrrnunlcatlon wlth the p�dllc
pTaintenanca af streatslbulfdings
�niorFernent of Codes
County siormwatar �ufloH �ystam
,5+aurce: �TG Instltste DtreetionFtnder
0°1u 2d% �#0% 60% �Q% 10�?°16
LO W-.•.••,•.�'L�A N....�•.-F110li
3.d Canduet C�nsensus �uilrlin,�Wo�lrsha�s. At th� end of the project, ETC Tnstitute could
facilitate a workshop with senior managers and/or e�ect�d officials from tl�e Cifiy. The workshop
will be designed to builc� cansensus around faur ta five "�op priarities" for the City based an the
results of the surveys. The workshop will help . set the stage far accepta.nca af the
recommendatians as well as actian that vuill l�ad to the implementation of initiatives that wili
support the reaommendations.
�.S Condu���geted Su�v�,rs, ETC Tnstitute has the capability af tailoring ib�.e design af the
survey izas#rument to speeifie demographic groups. For example, ii the City n.eeds input about a
specific issu� that only effects seniors, ETC institute oan design the survey so that a speezfic
question or se�ies of questians ar� an�y asked to respo�nden�s whn are age 65 and older. This
allows the City to gather statistically valid data about issues ihat may not apply ta ajl residents
without having to canduct a separate sutvey.
ETC Institute {2002) Scope - 13
ATTAC�I�fENT S
��x�d F����i�� �l��k�h��� - ��� l��r�h �itiz�r� S�r�r�y
Submlff�d by: �i� lnsfifufe � of Campleted �urveys
��D ��� '� �?0�
preaislon w195% level cf confidence af CIiY Isve1 +1- 5% +1-3,5% +1-�,6%
precision w195% leval af confidence for Council Dist�icts _,.! NA , +1-10% +1-7°I° ,
Survev �eae inr.lude 2 on-Rite visit ta devefnn the aurv�v instr�ment & oresent results
6-minute su�ey (approx 2 pages) $7,000 $13,Od0 $20,50Q
�0-minufi8 �urt+e�Y (a�ppox 4 page�j $8,320 $15,E40 ��5,780
�I�-rninu�e s�pveY (apprax 6 pages) $9,720 $18,44Q $37,380
26�minu�� supr+ey (approx � ��ge�? $10,960 $�0,920 $36,340
i�bul�r �s�� (ov�e�ll pe�uCt�) No charge No charge No charge
Formal Repo� wlnap�ative surnma�ry, cha�s, etc, $1,a00 $1,500 $2,000
�ub �n�fyai�l��nn�p �ros�iabu�ation� of daia $4,200 $2,200 $3,20a
Ontianal Serrriee� .
�0-1� ����eholder fnterviewer� $1,500 �1,500 �1,500
a l�ocus Gr�ups (includes firavei) $3,300 $3,�00 $3,500
Addition�l �n �i�� ldi�its (per t��y} $1000 plus travel �1D00 plus travel $�000 R�us travei
Ad���ion�i Wnalysis Option� [hifle� �t hoarly rate) ���s�r,our $t251hour $1251hour
Yotal ��s$ i��lic��
�O� (�ssu►rres,-minutesurvey,repor�,arrrlcrosstat�sl �'i�,��0 ���,1'0{� ���,700
IiI�1 �' {assumes 10-ml►�ute servey, repart, �nd croastabs) � 1 Q, �20 � 1�, 340 �30, 9�0
M�C�,� {$ssumes 1�-minute survey, repart and crosstabs) $ ��,��0 �22,140 �36, ��0
�I�h (assumes 20-minuts survey, r$�on, an�r ��sst�bs� $� 3,16� $�4,62Q �41, 540
P��m�r�� Seh�dul�
Task 1.1 D�sign 5urv�y
Task 1.2 De�elop 5ampla Plan
Task 1.3 Administer S�rvey
Task 1.4 �inal ReportlPresentation
�xarnn)e r8ofl
% o# iotal �o Be �urvev� for
- ��r�ed outian �rdat
16% $ 3,32�
10% $ 2,2i4
60°/a $ 13,284
15°/a $ 3,321
Tatal 1 QO% $ �2,1 �0 �
�`ity of .F'o�t T�v�th, Texas
�i - ,� - � ���I �� 1 � i i � I
������ "������
�A7E
3119102
SU�JECT _
REFERENCE NUMBER LOG NAME
, C�19�06
PROFESSIONAL SERVICES CONTRACT WITH ETC lNST1TUTE FOR THE 2002
�SURVEY OF FORT WORTH CITIZENS
02ETC
PAGE
1 of 3
RECOMMENDATION:
It is recommended that th�e City Councii authorize the City Ma�tager ta execute a professional services
contract with ETC Institute (ETC} for the design, administration, execution and analy�sis of a survey of
Fort Worth citizens' attifudes, opinions and preferences regarding fhe quality, desired quant�ty and
priarity of City services, at a cast not to exceed $43,040.
D15CUSSION:
In an effarf to more effectively gauge the opinians of citizens' regarding City service delivery, the
demand for enhanced or new City serWices, and preferences for the direction the City should take in the
fuiure, the City began conducting citizen telephane surveys in 1992.
Afte� re�iewing the eigf�t proposals recei�ed in respanse to Reques� fior Proposal No. 02-Q014 fo
conduct the 20Q2 Citizens' Survey, a Kansas corparation, ETC, emerged as the clear preference of the
selection cammittee. ETC was the unanimous choice af the committee because it offered a statistically
�ralid, comprehensive survey of citizen opinions, gaad value, and numerous enhanc�ments that should
increase the usefulness of sun►ey find�ngs for City Council decisian making.
For a firm price of $43,040, ETC wilf do the following:
• Design a survey instrument, with substanfial C�ty Council and City management input; and
• Conduct a survey pre-test; and
� Pro�ide a sample press release announcingladvertising the survey; and
� Conduct stakeholder interviews; and
� Distribute the survey via L1.5. mail; and
� Conduct tefephone survey interviews; and
� Analyze survey data; and
� Pr�pare and present the final repor# of survey findings to the City Council at its April 26 and 27
C�ty Council retreat,
ETC recommends implementation of a combined tel�phonelmail survey, which should signi#icantly
�educe the probability that results will be afifected by non-response bias, thereby producing survey
�ity of �'ort T�iTo�th, T'exas
II ��! !�.� i.l i• ,� _-_ �:-1
Co����ca`��on
DATE REFERENCE NUMBER LOG NAME PAGE
3119102 . ��� 9oQ6 02ETC 2 of 3
SUBJECT PROFESSIONAL SER1/iCES CONTRACT WITH ETC INSTITUTE FOR THE 2402
SURVEY OF FORT WORTH CITIZENS
results that are more representative of the larger City population and therefore more usef�l for decision
making purposes.
Under the combined telephonelmail survey s�ructure, ETC will mail out the survey questionnaire ta a
random sampling of residents througt�out the City. It wifi then follow up with telepF�one interviews, of
approximately 2Q minutes in duration each, with those noi responding via mail to the survey. Thase
residents then have the option of campleting the survey over tne telephone. ETC guarantees 1,600
comp[eted survey questionnaires citywide, wh{ch shauld produce a very lov� margin of error of anly plus
or minus 2.6% at a 9�% canfidence level. Results will also be anafyzed by Council District, and up to
faur ather d�mograPhic variables.
The proposal by ETC is notable for the richness of services included for the fixed casi, which were nat
offered in any other proposa[s for such a relatively low cost, and which should signifiicantly improve the
usefulnesslusability af survey results.
a) �irst, ar�d most importantly, ETC"s analysis wi�l include a benchmarking of Fort VWarth's results
against a num�er of other malor cities in �he nation fa� similar services. ETC maintains a
database, called DirectionFinder, of results regarding opinions of basic munici�al service quality,
all placed on a compara�le scale. Many of the firm's ref�rences contacted found this analysis fo
be invaluable.
b) Seeond, ETC's fir�al repart of survey findings will include an "Importance-Satisfaction" analysis,
which measures cifizens' ratings of the perceived importance af cpre municipal services against
the perceived quality of service delivery. Such information shauEd prove useful in d�cision
making because i� would allow the City Council to maximize overall citizen satisfaction by
emphasizing impro�ements in those areas where the �evel of satisfaction is relatively low and the
p�rceived impar�ance of the service is relatively high.
c} Third, ETC will canduct st�keholder interviews during survey development in order to bath
ensure tt�at issues important to decision make�s in the ar�a are addressed, and to �nhance
stakeholder support of survey results and recommendatior�s. Stakeholders wi11 be determined
during ETC's initia! m�etings with the City. Depending upo� recommendations by the City
Council and staff, staiceholders may include other Iocal electe� offic9als and sfaff, business
leaders, economic development interests, regional and local pianners, environmentalists, military
officiaEs, transif o�erators, and others who may influence Ciiy priorities and funding decisions.
TY�e ETC lnstitute is a 100°/a woman-awned business.
MIWBE - A waiver af the goal for MIWBE su�contractfng requirements was r�quested by the
Purchasing Division and approved by the MIWBE Office because fhe purchase of services is fram
sources where s�bcontracting or supplier opportunikies are negligible.
DATE
3119102
5UBJECT
�`ity of'�'o�t Wo�th, Texas
�la�°�� ��cl ��uz���]�
���a�n� c�t� o�
REF�RENCE NUMB�R LOG NAME PAGE
��"� 9i�06 I 02ETC � 3 of 3
PRQFESSfONAL SERVICES CONTRACT WITH ETC INSTITUTE FOR THE 2002
SURVEY OF FORT WORTH CiTIZENS
FISCAL !N�'ORMATfONICERTIFICATION:
The FEnance Director ce�#ifies that fun�s are available in the current operating budgst, as appropriated,
of tf�e General Fund.
CB:k
Sub�nitted for Ciiy Ma�aager's
Office by:
� Charles l3oswe1l
Originating Department Head:
Charies Boswell
Additlonul InformatiQn Cnntact:
Charles Boswell
f �u�vn � a►cco�nT
� (to)
8511 I
�
85I1 I (from)
I GG01 539920
�
�511 I
CENTER I AMOUIVT
Q905500 $43,040.00
CITY SECRETARY
APPROVBD 03/19/02