HomeMy WebLinkAboutContract 640511.
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5.1.
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10.1.
10.1.1.
10.1.1.1.
10.1.1.2.
10.1.1.3.
10.1.2.
10.1.3.
10.1.4.
10.1.5. Technology Liability (Errors & Omissions)
10.1.5.1.
10.1.5.2.
The umbrella policy
shall cover amounts for any claims not covered by the primary Technology
Liability policy.
10.1.5.3. Coverage shall include, but not be limited to, the
following:
10.1.5.3.1. Failure to prevent unauthorized access;
10.1.5.3.2. Unauthorized disclosure of information;
10.1.5.3.3. Implantation of malicious code or computer
virus;
10.1.5.3.4. Fraud, Dishonest or Intentional Acts with
final adjudication language;
10.1.5.3.5. Intellectual Property Infringement coverage,
specifically including coverage for intellectual property
infringement claims and for indemnification and legal defense of
any claims of intellectual property infringement, including
infringement of patent, copyright, trade mark or trade secret,
brought against the City for use of Deliverables, Software or
Services provided by Vendor under this Agreement;
10.1.5.3.6. Technology coverage may be provided
through an endorsement to the Commercial General Liability (CGL)
policy, a separate policy specific to Technology E&O, or an
umbrella policy that picks up coverage after primary coverage is
exhausted. Either is acceptable if coverage meets all other
requirements. Technology coverage shall be written to indicate that
legal costs and fees are considered outside of the policy limits and
shall not erode limits of liability. Any deductible will be the sole
responsibility of the Vendor and may not exceed $50,000 without
the written approval of the City. Coverage shall be claims-made,
with a retroactive or prior acts date that is on or before the effective
date of this Agreement. Coverage shall be maintained for the
duration of the contractual agreement and for two (2) years
following completion of services provided. An annual certificate of
insurance, or a full copy of the policy if requested, shall be submitted
to the City to evidence coverage; and
10.1.5.3.7.
10.2. General Insurance Requirements:
10.2.1. All applicable policies shall name the City as an additional insured
thereon, as its interests may appear. The term City shall include its employees,
officers, officials, agents, and volunteers in respect to the contracted services.
10.2.2.
Subrogation (Right of Recovery) in favor of the City of Fort Worth.
10.2.3.
in limits of coverage shall be provided to the City.
acceptable in the event of non-payment of premium. Notice shall be sent to the
Risk Manager, City of Fort Worth, 100 Fort Worth Trail, Fort Worth, Texas 76102,
with copies to the City Attorney at the same address.
10.2.4. The insurers for all policies must be licensed and/or approved to do
business in the State of Texas. All insurers must have a minimum rating of A- VII
in the current A.M. Best Key Rating Guide, or have reasonably equivalent financial
strength and solvency to the satisfaction of Risk Management. If the rating is below
that required, written approval of Risk Management is required.
10.2.5. Any failure on the part of the City to request required insurance
documentation shall not constitute a waiver of the insurance requirement.
10.2.6. Certificates of Insurance evidencing that the Vendor has obtained
Management Division prior to execution of this Agreement.
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24. Counterparts.
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30.1.
30.1.1.
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30.1.4.
30.2.
31.Signature Authority. The person signing this agreement hereby warrants that
he/she has the legal authority to execute this agreement on behalf of the respective party, and that
such binding authority has been granted by proper order, resolution, ordinance or other
authorization of the entity. This Agreement, and any amendment(s) hereto, may be executed by
any authorized representative of Vendor whose name, title and signature is affixed on the
Verification of Signature Authority Form, which is attached hereto as Exhibit D and
incorporated herein by reference. Each party is fully entitled to rely on these warranties and
representations in entering into this Agreement or any amendment hereto.
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[Executed effective as of the date signed by the Assistant City Manager below.] / [ACCEPTED AND
AGREED:]
City:
By: ___________________________
Name: Dianna Giordano
Title: Assistant City Manager
Date: ___________________________
Goodwill Industries of San Antonio
By: ___________________________
Name: ___________________________
Title: ___________________________
Date: ___________________________
CITY OF FORT WORTH INTERNAL ROUTING PROCESS:
Approval Recommended:
By: ___________________________
Name: Kevin Gunn
Title: Director, IT Solutions
Approved as to Form and Legality:
By: ___________________________
Name: Candace Pagliara
Title: Sr. Assistant City Attorney
Contract Authorization:
M&C:N/A
Approval Date:N/A
Form 1295:N/A
Contract Compliance Manager:
By signing I acknowledge that I am the person re-
sponsible for the monitoring and administration of
this contract, including ensuring all performance
and reporting requirements.
By: ___________________________
Name: Steven Vandever
Title: Sr. IT Solutions Manager
City Secretary:
By: ___________________________
Name: Jannette S. Goodall
Title: City Secretary
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[Executed effective as of the date signed by the Assistant City Manager below.] / [ACCEPTED
AND AGREED:]
City:
By: ___________________________
Name: Dianna Giordano
Title: Assistant City Manager
Date: ___________________________
Goodwill Industries of San Antonio:
By: ___________________________
Name: ___________________________
Title: ___________________________
Date: ___________________________
CITY OF FORT WORTH INTERNAL ROUTING PROCESS:
Approval Recommended:
By: ___________________________
Name: Kevin Gunn
Title: Director, IT Solutions
Approved as to Form and Legality:
By: ___________________________
Name: Candace Pagliara
Title: Sr. Assistant City Attorney
Contract Authorization:
M&C:N/A
Approval Date:N/A
Form 1295:N/A
Contract Compliance Manager:
By signing I acknowledge that I am the person re-
sponsible for the monitoring and administration of
this contract, including ensuring all performance
and reporting requirements.
By: ___________________________
Name: Steven Vandever
Title: Sr. IT Solutions Manager
City Secretary:
By: ___________________________
Name: Jannette Goodall
Title: City Secretary
EXHIBIT D
VERIFICATION OF SIGNATURE AUTHORITY
Goodwill Industries of San Antonio
406 W Commerce, San Antonio, TX 78207
Call Monitoring Services
Execution of this Signature Verification Form ("Form") hereby certifies that the following individuals
and/or positions have the authority to legally bind the Vendor and to execute any agreement, amendment or
change order on behalf of Vendor. Such binding authority has been granted by proper order, resolution,
ordinance or other authorization of Company. The City is fully entitled to rely on the warranty and
representation set forth in this Form in entering into any agreement or amendment with Vendor. Vendor will
submit an updated Form within ten (10) business days if there are any changes to the signatory authority.
The City is entitled to rely on any current executed Form until it receives a revised Form that has been
properly executed by the Vendor.
Name:
Position:
Signature
2. Name:
Position:
Signature
Name:
Position:
S ignature
Name:
�
;
Signature Pre ident / CEO
Other Title: William Perr�
Date: 18-Sebt-2025
- Vic�ipresident of Business Services
Vendor Services Agreement — Exhibit D Page 24 of 25
CALL CENTER
MONITORING SERVICES
RFP REF. #: 25-0189
RESPONSE
PRESENTED TO
CITY OF FORT WORTH - PURCHASING
DIVISION
Submitted By
Melissa Joy Winn
Director of Business Development
mwinn@goodwillsa.org
O: 726-266-8002
F: 210-569-7797
City of Fort Worth
Call Center Monitoring Services
RFP Ref. #: 25-0189
Proposal Response 1 July 2025
TABLE OF CONTENTS
LEGAL NAME OF PROPOSER .................................................................................................. 2
1.0 PROPRIETARY INFORMATION ......................................................................................... 2
2.0 QUALIFICATION QUESTIONNAIRE ................................................................................. 2
2.1 COOPERATIVE AGREEMENT USE......................................................................... 2
2.2 PROMPT PAYMENT DISCOUNT TERMS ............................................................... 2
2.3 COMPANY HISTORY ................................................................................................ 2
2.4 EMAIL ADDRESS ....................................................................................................... 3
2.5 EMAIL RESPONSE TIME .......................................................................................... 3
2.6 BUSINESS HOURS AND DAYS............................................................................... 3
2.7 TRAINING DELIVERY FORMATS ......................................................................... 3
TRAINING EXAMPLES ....................................................................................... 4
TRAINING SAMPLE 1 DIFFICULT CUSTOMER .......................................... 5
TRAINING SAMPLE 2 - COMMUNICATION ................................................... 6
TRAINING SAMPLE 2 EMPATHY MODULE ................................................ 7
2.8 PROCESS TO IDENTIFY NEED FOR NEW SCRIPTS ........................................... 8
HIGH LEVEL OVERVIEW TO DEVELOP AND LAUNCH SCRIPTS ............. 8
TIMELINE FOR CREATING AND LAUNCHING SCRIPTS ............................ 9
2.9 CALL EVALUATION METHODOLOGY ................................................................. 9
QUALITY ASSURANCE PROCEDURES ......................................................... 10
SCORING THE CALLS....................................................................................... 10
POST EVALUATION/SCORING ....................................................................... 10
QUARTERLY CALIBRATIONS ........................................................................ 11
SAMPLE RUBRIC/EVALUATIONS.................................................................. 11
RUBRIC/ASSESSMENT EXAMPLE 1 .............................................................. 11
RUBRIC/ASSESSMENT EXAMPLE 2 .............................................................. 12
RUBRIC/ASSESSMENT EXAMPLE 3 .............................................................. 13
RUBRIC/ASSESSMENT EXAMPLE 4 .............................................................. 14
2.10 OUR PLAN FOR CONDUCTING CLASSROOM TRAINING SESSIONS..... 15
CALL CENTER AGENT TRAINING FULL-DAY AGENDA ....................... 16
2.11 ACCESS TO EVALUATION, RECORDINGS, & COACHING RESOURCES 17
2.12 APPROACH TO DEVELOPING & MAINTAINING SERVICE SCRIPTS ...... 17
2.13 PROCESS TO RETRIEVE AND SECURELY ACCESS RECORDED CALLS 17
2.14 SIMILAR SCRIPT DEVELOPMENT & IMPLEMENTATION EXAMPLES .. 17
SCRIPT SAMPLE 1 ............................................................................................. 18
SCRIPT SAMPLE 2 ............................................................................................. 19
SCRIPT SAMPLE 3 ............................................................................................. 20
SCRIPT IMPLEMENTATION SCHEDULE -10 DAY ..................................... 21
SCRIPT IMPLEMENTATION SCHEDULE 5 DAY ...................................... 22
City of Fort Worth
Call Center Monitoring Services
RFP Ref. #: 25-0189
Proposal Response 2 July 2025
LEGAL NAME OF PROPOSER
Goodwill Industries of San Antonio
1.0 PROPRIETARY INFORMATION
PAGES SPECIFIC SECTIONS ON PAGE ARE PROPRIETARY
8 2.8 Process to Identify Need for New Scripts
8 High Level Overview to Develop and Launch Scripts Section Only
9-10 2.9 Call Evaluation Methodology Section Only
10 -11 Post Evaluation Scoring Section Only
11 Quarterly Calibrations Section Only
11 Rubric/Assessment Example 1 Section Only
12 Rubric/Assessment Example 2 Full Page
13 Rubric/Assessment Example 3 Full Page
14 Rubric/Assessment Example 4 Full Page
15 2.10 Plan for Conducting Classroom Training Sessions Full Page
16 Call Center Agent Training Full-Day Agenda Full Page
17 2.12 Approach to Developing & Maintaining Service Scripts Section Only
18 Script Sample 1 Full Page
19 Script Sample 2 Full Page
20 Script Sample 3 Full Page
21 Script Implementation Schedule -10 Day Full Page
22 Script Implementation Schedule -5 Day Full Page
2.0 QUALIFICATION QUESTIONNAIRE
2.1 COOPERATIVE AGREEMENT USE
NO, due to the nature of this contract, this agreement will not be available for Cooperative
Agreement use.
2.2 PROMPT PAYMENT DISCOUNT TERMS
GWSA does not offer any discounts for prompt payment of services.
2.3 COMPANY HISTORY
Goodwill Industries of San Antonio Business Services (GWSA) a San Antonio-based social
enterprise providing high quality, tailored business solutions. We were founded in 1945 with a
mission of Changing Lives through the Power of Work.
Since 1974, GWSA has managed a contract portfolio for the federal, state, and local government,
businesses and nonprofit organizations, providing a range of business process outsourcing
solutions while supporting our mission to Help Change Lives through the Power of Work for over
40 years, including: Call/Contact Center; Administrative Services; Document Management; and
Total Facility Management that includes Grounds Maintenance and Landscaping, Custodial, Tree
Care, HVAC Filter Replacement, Irrigation Maintenance, and Power Washing.
For over ten years, GWSA has provided call center Tier I & Tier II support, IT Help Desk and Call
Quality Monitoring for government agencies, colleges, nonprofits, and commercial clients which
also includes the City of Fort Worth previous Call Center Monitoring.
City of Fort Worth
Call Center Monitoring Services
RFP Ref. #: 25-0189
Proposal Response 3 July 2025
Our CSRs manage over 2M customer contacts via phone, chat, email, and social media channels
while consistently achieving 99.7% Accuracy and 100% Timeliness Ratings. Our successful
history supporting call center operations results in consistently superior customer service ratings
for a broad range of services as required now and previously for the City of Fort Worth. Listed are
our contracts in order of award:
United States Air Force 2016
Goodwill Industries of San Antonio 2018
Alamo Colleges District - 2019
City of Fort Worth - 2020
Goodwill of Orange County 2020
Workforce Solutions Alamo 2020
City of 2024
2.4 EMAIL ADDRESS
Yes - BusinessServices@GoodwillSA.org Upon award - we will create a contract specific email
which is distributed to all internal stakeholders to ensure transparency.
2.5 EMAIL RESPONSE TIME
GWSA Call Center Management Team will respond within one (1) hour of receipt during
business hours. Afterhours will be responded to no more than one (1) hour after arrival on the
following business day.
2.6 BUSINESS HOURS AND DAYS
Our Call Center Management Team is available by phone Monday through Thursday from 8am
7pm. Fridays from 8am until 4pm.
2.7 TRAINING DELIVERY FORMATS
GWSA leverages a proven method of training that has received local, regional, and national
recognition to include awards and designations regarding our training practices. Our Call Center
Training team have both experience and certifications to ensure best practices.
Our developed trainings adhere to the International Organization for Standardization (ISO),
International Board of Standards for Training, Performance, and Instruction (IBSTPI), and
Association for Talent Development (ATD) recommended training standards.
All assigned training and support personnel undergo advanced training on facilitation and
classroom management techniques to include experience in face-to-face and virtual training
modalities. In addition, our facilities feature three training rooms equipped with the latest audio-
visual technology. Our methods include both instructor lead and virtual/online. Our trainings
include role-playing scenarios, interactive games and activities, Coaching session or lunch-and-
learns. Our available trainings formats include the following:
Instructor-Led Classroom Training: Highly interactive with hands-on activities, such as
Role-Playing / Scenario-Based Training -Useful for soft skills, customer service, conflict
resolution
o Seminars or Lunch-and-Learns: Short-form sessions on specific topics
City of Fort Worth
Call Center Monitoring Services
RFP Ref. #: 25-0189
Proposal Response 4 July 2025
Virtual Training
o Live Webinars: Scheduled sessions via Zoom, Teams, WebEx. Includes Trainer-led
with chat, polls, and Q&A features.
o Virtual Instructor-Led Training (vILT): Interactive sessions with breakout rooms,
whiteboards, and collaborative tools
o On-Demand / Self-Paced Modules: Pre-recorded videos, slides, and activities. Learners
can complete at their convenience
o Microlearning: Bite-sized modules (5 minutes). Focused on one concept or skill
o E-Learning Courses: Structured online curricula with quizzes, certificates, and progress
tracking. Hosted on our Learning Management System (LMS) platform
o Virtual Coaching / Mentoring: 1:1 or small group sessions focused on individual
development. Conducted via video or messaging platforms
o Hybrid Learning (NEW): Combines self-paced and live components: Complete e-
learning, then attend a virtual Q&A session. We are currently working to adapt existing
training into this format.
Listed are a few of the available Call Center training and their current formats.
TOPIC ONSITE WEBINAR vILT MICRO E-LEARN HYBRID
Customer Service
Boot Camp
Customer Services
101
Intro To Soft Skills
Phone Etiquette
Communication
Styles
Effective
Communication
Skills
Positive Attitude /
Language
Taking Ownership
Customer
Retention
Building Rapport
Customer
Satisfaction
De-Escalation
Procedures
De-Escalation
Procedures
PHI / PII
Contract Specific
Safety
City of Fort Worth
Call Center Monitoring Services
RFP Ref. #: 25-0189
Proposal Response 5 July 2025
TOPIC ONSITE WEBINAR vILT MICRO E-LEARN HYBRID
Brand, Voice,
Culture
Cybersecurity Best
Practices
TRAINING EXAMPLES
On the following pages are snippets of developed trainings in various formats used for the
following client types: Federal; Municipal, Higher Ed, and Commercial Business.
TRAINING SAMPLE 1 DIFFICULT CUSTOMER
City of Fort Worth
Call Center Monitoring Services
RFP Ref. #: 25-0189
Proposal Response 6 July 2025
TRAINING SAMPLE 2 - COMMUNICATION
City of Fort Worth
Call Center Monitoring Services
RFP Ref. #: 25-0189
Proposal Response 7 July 2025
TRAINING SAMPLE 2 EMPATHY MODULE