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CITY OF ARCADIA
PROFESSIONAL SERVICES AGREEMENT
1. PARTIES AND DATE.
This Agreement is made and entered into this 121h day of December, 2001 by and
between the City of Arcadia, a municipal organization organized under the laws of the State of
California with its principal place of business at 240 West Huntington Drive, Arcadia, California
91066 -6021 ( "City ") and James O. Boylan, dba PathFinders, a SOLE PROPRIETOR, with its
principal place of business at 3209 Cadencia Street, Carlsbad, CA 92009 ( "Consultant "). City
and Consultant are sometimes individually referred to as "Party" and collectively as "Parties."
2. RECITALS.
2.1 Consultant.
Consultant desires to perform and assume responsibility for the provision of certain
professional services required by the City on the terms and conditions set forth in this
Agreement. Consultant represents that it is experienced in facilitating and designing customer
service programs to public clients and is familiar with the plans of City.
2.2 Project.
City desires to engage Consultant to render such services for the facilitation and design of
a citywide Customer Service Program ( "Project') as set forth in this Agreement.
3. TERMS.
3.1 Scope of Services and Term.
3.1.1 General Scope of Services. Consultant promises and agrees to facilitate
the design of a citywide customer service program, furnish a customer service program manual
and assist staff in presentation of the program, and perform all incidental and customary work
necessary to fully and adequately supply said plan necessary for the Project ( "Services "). The
Services are more particularly described in Exhibit "A" attached hereto and incorporated herein
by reference. All Services shall be subject to, and performed in accordance with, this
Agreement, the exhibits attached hereto and incorporated herein by reference, and all applicable
local, state and federal laws, rules and regulations.
3.1.2 Term. The term of this Agreement shall be from December 12, 2001 to
June 30, 2002, unless earlier terminated as provided herein. Consultant shall complete the
Services within the term of this Agreement, and shall meet any other established schedules and
deadlines.
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3.2 Responsibilities of Consultant.
3.2.1 Control and Payment of Subordinates; Independent Contractor. The
Services shall be performed by Consultant or under its supervision. Consultant will determine
the means, methods and details of performing the Services subject to the requirements of this
Agreement. City retains Consultant on an independent contractor basis and not as an employee.
Consultant retains the right to perform similar or different services for others during the term of
this Agreement. Any additional personnel performing the Services under this Agreement on
behalf of Consultant shall also not be employees of City and shall at all times be under
Consultant's exclusive direction and control. Consultant shall pay all wages, salaries, and other
amounts due such personnel in connection with their performance of Services under this
Agreement and as required by law. Consultant shall be responsible for all reports and
obligations respecting such additional personnel, including, but not limited to: social security
taxes, income tax withholding, unemployment insurance, disability insurance, and workers'
compensation insurance.
3.2.2 Schedule of Services. Consultant shall perform the Services
expeditiously, within the term of this Agreement, and in accordance with the Schedule of
Services set forth in Exhibit "B" attached hereto and incorporated herein by reference.
Consultant represents that it has the professional and technical personnel required to perform the
Services in conformance with such conditions. In order to facilitate Consultant's conformance
with the Schedule, City shall respond to Consultant's submittals in a timely manner. Upon
request of City, Consultant shall provide a more detailed schedule of anticipated performance to
meet the Schedule of Services.
3.2.3 Conformance to Applicable Requirements. All work prepared by
Consultant shall be subject to the approval of City.
3.2.4 Substitution of Key Personnel. Consultant has represented to City that
certain key personnel will perform and coordinate the Services under this Agreement. Should
one or more of such personnel become unavailable, Consultant may substitute other personnel of
at least equal competence upon written approval of City. In the event that City and Consultant
cannot agree as to the substitution of key personnel, City shall be entitled to terminate this
Agreement for cause. As discussed below, any personnel who fail or refuse to perform the
Services in a manner acceptable to the City, or who are determined by the City to be
uncooperative, incompetent, a threat to the adequate or timely completion of the Project or a
threat to the safety of persons or property, shall be promptly removed from the Project by the
Consultant at the request of the City. The key personnel for performance of this Agreement are
as follows: James O. Boylan, Principal.
3.2.5 City's Representative. The City hereby designates Tracey Hause,
Administrative Services Director, or her designee, to act as its representative for the performance
of this Agreement ( "City's Representative "). City's Representative shall have the power to act
on behalf of the City for all purposes under this Contract. Consultant shall not accept direction
or orders from any person other than the City's Representative or his or her designee.
3.2.6 Consultant's Representative. Consultant hereby designates James O.
Boylan, or his designee, to act as its representative for the performance of this Agreement
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( "Consultant's Representative "). Consultant's Representative shall have full authority to
represent and act on behalf of the Consultant for all purposes under this Agreement. The
Consultant's Representative shall supervise and direct the Services, using his best skill and
attention, and shall be responsible for all means, methods, techniques, sequences and procedures
and for the satisfactory coordination of all portions of the Services under this Agreement.
3.2.7 Coordination of Services. Consultant agrees to work closely with City
staff in the performance of Services and shall be available to City's staff, consultants and other
staff at all reasonable times.
3.2.8 Standard of Care, Performance of Employees. Consultant shall perform
all Services under this Agreement in a skillful and competent manner, consistent with the
standards generally recognized as being employed by professionals in the same discipline in the
State of California. Consultant represents and maintains that it is skilled in the professional
calling necessary to perform the Services. Consultant warrants that all employees and
subcontractors shall have sufficient skill and experience to perform the Services assigned to
them. Finally, Consultant represents that it, its employees and subcontractors have all licenses,
permits, qualifications and approvals of whatever nature that are legally required to perform the
Services, including a City Business License, and that such licenses and approvals shall be
maintained throughout the term of this Agreement. As provided for in the indemnification
provisions of this Agreement, Consultant shall perform, at its own cost and expense and without
reimbursement from the City, any services necessary to correct errors or omissions which are
caused by the Consultant's failure to comply with the standard of care provided for herein. Any
employee of the Consultant or its sub - consultants who is determined by the City to be
uncooperative, incompetent, a threat to the adequate or timely completion of the Project, a threat
to the safety of persons or property, or any employee who fails or refuses to perform the Services
in a manner acceptable to the City, shall be promptly removed from the Project by the Consultant
and shall not be re- employed to perform any of the Services or to work on the Project.
3.2.9 Laws and Regulations. Consultant shall keep itself fully informed of and
in compliance with all local, state and federal laws, rules and regulations in any manner affecting
the performance of the Project or the Services, including all Cal /OSHA requirements, and shall
give all notices required by law. Consultant shall be liable for all violations of such laws and
regulations in connection with Services. If the Consultant performs any work knowing it to be
contrary to such laws, rules and regulations and without giving written notice to the City,
Consultant shall be solely responsible for all costs arising therefrom. Consultant shall defend,
indemnify and hold City, its officials, directors, officers, employees and agents free and
harmless, pursuant to the indemnification provisions of this Agreement, from any claim or
liability arising out of any failure or alleged failure to comply with such laws, rules or
regulations.
3.2.10 Insurance.
3.2.10.1 Time for Compliance. Consultant shall not commence
Work under this Agreement until it has provided evidence satisfactory to the City that it has
secured all insurance required under this section. In addition, Consultant shall not allow any
subcontractor to commence work on any subcontract until it has provided evidence satisfactory
to the City that the subcontractor has secured all insurance required under this section.
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3.2.10.2 Minimum Requirements. Consultant shall, at its expense,
procure and maintain for the duration of the Agreement insurance against claims for injuries to
persons or damages to property which may arise from or in connection with the performance of
the Agreement by the Consultant, its agents, representatives, employees or subcontractors.
Consultant shall also require all of its subcontractors to procure and maintain the same insurance
for the duration of the Agreement. Such insurance shall meet at least the following minimum
levels of coverage:
(A) Minimum Scope of Insurance. Coverage shall be at least as
broad as the latest version of the following: (1) General Liability: Insurance Services Office
Commercial General Liability coverage (occurrence form CG 0001); and (2) Automobile
Liability: Insurance Services Office Business Auto Coverage form number CA 0001, code 1 (any
auto).
(B) Minimum Limits of Insurance. Consultant shall maintain
limits no less than: (1) General Liability: $1,000,000 per occurrence for bodily injury, personal
injury and property damage. If Commercial General Liability Insurance or other form with
general aggregate limit is used, either the general aggregate limit shall apply separately to this
Agreement/location or the general aggregate limit shall be twice the required occurrence limit;
and (2) Automobile Liability: $500,000 per accident for bodily injury and property damage.
3.2.10.3 Professional Liability. Intentionally Deleted.
3.2.10.4 Insurance Endorsements. The insurance policies shall
contain the following provisions, or Consultant shall provide endorsements on forms supplied or
approved by the City to add the following provisions to the insurance policies:
(A) General Liability. The general liability policy shall be
endorsed to state that: (1) the City, its directors, officials, officers, employees, agents and
volunteers shall be covered as additional insured with respect to the Work or operations
performed by or on behalf of the Consultant, including materials, parts or equipment furnished in
connection with such work; and (2) the insurance coverage shall be primary insurance as respects
the City, its directors, officials, officers, employees, agents and volunteers, or if excess, shall
stand in an unbroken chain of coverage excess of the Consultant's scheduled underlying
coverage. Any insurance or self - insurance maintained by the City, its directors, officials,
officers, employees, agents and volunteers shall be excess of the Consultant's insurance and shall
not be called upon to contribute with it in any way.
(B) Automobile Liability. The automobile liability policy shall
be endorsed to state that: (1) the City, its directors, officials, officers, employees, agents and
volunteers shall be covered as additional insureds with respect to the ownership, operation,
maintenance, use, loading or unloading of any auto owned, leased, hired or borrowed by the
Consultant or for which the Consultant is responsible; and (2) the insurance coverage shall be
primary insurance as respects the City, its directors, officials, officers, employees, agents and
volunteers, or if excess, shall stand in an unbroken chain of coverage excess of the Consultant's
scheduled underlying coverage. Any insurance or self - insurance maintained by the City, its
directors, officials, officers, employees, agents and volunteers shall be excess of the Consultant's
insurance and shall not be called upon to contribute with it in any way.
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(C) Workers' Compensation and Employers Liability
Coverage. Intentionally Deleted.
(D) All Coverages. Each insurance policy required by this
Agreement shall be endorsed to state that: (A) coverage shall not be suspended, voided, reduced
or canceled except after thirty (30) days prior written notice by certified mail, return receipt
requested, has been given to the City; and (B) any failure to comply with reporting or other
provisions of the policies, including breaches of warranties, shall not affect coverage provided to
the City, its directors, officials, officers, employees, agents and volunteers.
3.2.10.5 Separation of Insureds; No Special Limitations. All
insurance required by this Section shall contain standard separation of insureds provisions. In
addition, such insurance shall not contain any special limitations on the scope of protection
afforded to the City, its directors, officials, officers, employees, agents and volunteers.
3.2.10.6 Deductibles and Self- Insurance Retentions. Any
deductibles or self - insured retentions must be declared to and approved by the City. Consultant
shall guarantee that, at the option of the City, either: (1) the insurer shall reduce or eliminate
such deductibles or self - insured retentions as respects the City, its directors, officials, officers,
employees, agents and volunteers; or (2) the Consultant shall procure a bond guaranteeing
payment of losses and related investigation costs, claims and administrative and defense
expenses.
3.2.10.7 Acceptability of Insurers. Insurance is to be placed with
insurers with a current A.M. Best's rating no less than ANIII, licensed to do business in
California, and satisfactory to the City.
3.2.10.8 Verification of Coverage. Consultant shall furnish City
with original certificates of insurance and endorsements effecting coverage required by this
Agreement on forms satisfactory to the City. The certificates and endorsements for each
insurance policy shall be signed by a person authorized by that insurer to bind coverage on its
behalf, and shall be on forms provided by the City if requested. All certificates and
endorsements must be received and approved by the City before work commences. The City
reserves the right to require complete, certified copies of all required insurance policies, at any
time.
3.2.11 Safety. Consultant shall execute and maintain its work so as to avoid
injury or damage to any person or property. In carrying out its Services, the Consultant shall at
all times be in compliance with all applicable local, state and federal laws, rules and regulations,
and shall exercise all necessary precautions for the safety of employees appropriate to the nature
of the work and the conditions under which the work is to be performed. Safety precautions as
applicable shall include, but shall not be limited to: (A) adequate life protection and life saving
equipment and procedures; (B) instructions in accident prevention for all employees and
subcontractors, such as safe walkways, scaffolds, fall protection ladders, bridges, gang planks,
confined space procedures, trenching and shoring, equipment and other safety devices,
equipment and wearing apparel as are necessary or lawfully required to prevent accidents or
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injuries; and (C) adequate facilities for the proper inspection and maintenance of all safety
measures.
3.3 Fees and Payments.
3.3.1 Compensation. Consultant shall receive compensation, including
authorized reimbursements, for all Services rendered under this Agreement at the rates set forth
in Exhibit "C" attached hereto and incorporated herein by reference. The total compensation
shall not exceed Twelve Thousand Dollars ($12,000.00) without written approval of City's
representative, William R. Kelly, City Manager. Extra Work may be authorized, as described
below, and if authorized, will be compensated at the rates and manner set forth in this
Agreement.
3.3.2 Payment of Compensation. Consultant shall submit to City an invoice
upon completion of each of the four phases as specified in Exhibit `B ". The invoice shall detail
the "deliverables" as described in Exhibit "C ". City shall, within 45 days of receiving such
statement, review the statement and pay all approved charges thereon.
3.3.3 Reimbursement for Expenses. Consultant shall not be reimbursed for any
expenses unless authorized in writing by City.
3.3.4 Extra Work. At any time during the term of this Agreement, City may
request that Consultant perform Extra Work. As used herein, "Extra Work" means any work
which is determined by City to be necessary for the proper completion of the Project, but which
the parties did not reasonably anticipate would be necessary at the execution of this Agreement.
Consultant shall not perform, nor be compensated for, Extra Work without written authorization
from City's Representative.
3.4 Accounting Records.
3.4.1 Maintenance and Inspection. Consultant shall maintain complete and
accurate records with respect to all costs and expenses incurred under this Agreement. All such
records shall be clearly identifiable. Consultant shall allow a representative of City during
normal business hours to examine, audit, and make transcripts or copies of such records and any
other documents created pursuant to this Agreement. Consultant shall allow inspection of all
work, data, documents, proceedings, and activities related to the Agreement for a period of three
(3) years from the date of final payment under this Agreement.
3.5 General Provisions.
3.5.1 Termination of Agreement.
3.5.1.1 Grounds for Termination. City may, by written notice to
Consultant, terminate the whole or any part of this Agreement at any time and without cause by
giving written notice to Consultant of such termination, and specifying the effective date thereof,
at least seven (7) days before the effective date of such termination. Upon termination,
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Consultant shall be compensated only for those services which have been adequately rendered to
City, and Consultant shall be entitled to no further compensation. Consultant may not terminate
this Agreement except for cause.
3.5.1.2 Effect of Termination. If this Agreement is terminated as provided
herein, City may require Consultant to provide all finished or unfinished Documents and Data
and other information of any kind prepared by Consultant in connection with the performance of
Services under this Agreement. Consultant shall be required to provide such document and other
information within fifteen (15) days of the request.
3.5.1.3 Additional Services. In the event this Agreement is terminated in
whole or in part as provided herein, City may procure, upon such terms and in such manner as it
may determine appropriate, services similar to those terminated.
3.5.2 Delivery of Notices. All notices permitted or required under this
Agreement shall be given to the respective parties at the following address, or at such other
address as the respective parties may provide in writing for this purpose:
Consultant:
City:
PathFinders
3209 Cadencia Street
Carlsbad, CA 92009
Attn: James O. Boylan
City of Arcadia
240 West Huntington drive
Arcadia, CA 91066 -6021
Attn: Tracey Hause, Administrative Services Department
Such notice shall be deemed made when personally delivered or when mailed, forty -eight
(48) hours after deposit in the U.S. Mail, first class postage prepaid and addressed to the party at
its applicable address. Actual notice shall be deemed adequate notice on the date actual notice
occurred, regardless of the method of service.
3.5.3 Ownership of Materials and Confidentiality.
3.5.3.1 Documents & Data, Licensing of Intellectual Propert y. This
Agreement creates a non - exclusive and perpetual license for City to copy, use, modify, reuse, or
sublicense any and all copyrights, designs, and other intellectual property embodied in plans,
specifications, studies, drawings, estimates, and other documents or works of authorship fixed in
any tangible medium of expression, including but not limited to, physical drawings or data
magnetically or otherwise recorded on computer diskettes, which are prepared or caused to be
prepared by Consultant under this Agreement ( "Documents & Data "). Consultant shall require
all subcontractors to agree in writing that City is granted a non - exclusive and perpetual license
for any Documents & Data the subcontractor prepares under this Agreement. Consultant
represents and warrants that Consultant has the legal right to license any and all Documents &
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Data. Consultant makes no such representation and warranty in regard to Documents & Data
which were prepared by design professionals other than Consultant or provided to Consultant by
the City. City shall not be limited in any way in its use of the Documents and Data at any time,
provided that any such use not within the purposes intended by this Agreement shall be at City's
sole risk.
3.5.3.2 Confidentiality. All ideas, memoranda, specifications, plans,
procedures, drawings, descriptions, computer program data, input record data, written
information, and other Documents and Data either created by or provided to Consultant in
connection with the performance of this Agreement shall be held confidential by Consultant.
Such materials shall not, without the prior written consent of City, be used by Consultant for any
purposes other than the performance of the Services. Nor shall such materials be disclosed to
any person or entity not connected with the performance of the Services or the Project. Nothing
furnished to Consultant which is otherwise known to Consultant or is generally known, or has
become known, to the related industry shall be deemed confidential. Consultant shall not use
City's name or insignia, photographs of the Project, or any publicity pertaining to the Services or
the Project in any magazine, trade paper, newspaper, television or radio production or other
similar medium without the prior written consent of City.
3.5.4 Cooperation; Further Acts. The Parties shall fully cooperate with one
another, and shall take any additional acts or sign any additional documents as may be necessary,
appropriate or convenient to attain the purposes of this Agreement.
3.5.5 Attorney's Fees. If either party commences an action against the other
party, either legal, administrative or otherwise, arising out of or in connection with this
Agreement, the prevailing party in such litigation shall be entitled to have and recover from the
losing party reasonable attorney's fees and all other costs of such action.
3.5.6 Indemnification. Consultant shall defend, indemnify and hold the City, its
officials, officers, employees, volunteers and agents free and harmless from any and all claims,
demands, causes of action, costs, expenses, liability, loss, damage or injury, in law or equity, to
property or persons, including wrongful death, in any manner arising out of or incident to any
alleged acts, omissions or willful misconduct of Consultant, its officials, officers, employees,
agents, consultants and contractors arising out of or in connection with the performance of the
Services, the Project or this Agreement, including without limitation the payment of all
consequential damages and attorneys fees and other related costs and expenses. Consultant shall
defend, at Consultant's own cost, expense and risk, any and all such aforesaid suits, actions or
other legal proceedings of every kind that may be brought or instituted against City, its directors,
officials, officers, employees, agents or volunteers. Consultant shall pay and satisfy any
judgment, award or decree that may be rendered against City or its directors, officials, officers,
employees, agents or volunteers, in any such suit, action or other legal proceeding. Consultant
shall reimburse City and its directors, officials, officers, employees, agents and/or volunteers, for
any and all legal expenses and costs incurred by each of them in connection therewith or in
enforcing the indemnity herein provided. Consultant's obligation to indemnify shall not be
restricted to insurance proceeds, if any, received by the City, its directors, officials officers,
employees, agents or volunteers.
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3.5.7 Entire Agreement. This Agreement contains the entire Agreement of the
parties with respect to the subject matter hereof, and supersedes all prior negotiations,
understandings or agreements. This Agreement may only be modified by a writing signed by
both parties.
3.5.8 Governing. This Agreement shall be governed by the laws of the
State of California. Venue shall be in Los Angeles County.
3.5.9 Time of Essence. Time is of the essence for each and every provision of
this Agreement.
3.5.10 City's Right to Employ Other Consultants. City reserves right to employ
other consultants in connection with this Project.
3.5.11 Successors and Assigns. This Agreement shall be binding on the
successors and assigns of the parties.
3.5.12 Assignment or Transfer. Consultant shall not assign, hypothecate, or
transfer, either directly or by operation of law, this Agreement or any interest herein without the
prior written consent of the City. Any attempt to do so shall be null and void, and any assignees,
hypothecates or transferees shall acquire no right or interest by reason of such attempted
assignment, hypothecation or transfer.
3.5.13 Construction; References, Captions. Since the Parties or their agents have
participated fully in the preparation of this Agreement, the language of this Agreement shall be
construed simply, according to its fair meaning, and not strictly for or against any Party. Any
term referencing time, days or period for performance shall be deemed calendar days and not
work days. All references to Consultant include all personnel, employees, agents, and
subcontractors of Consultant, except as otherwise specified in this Agreement. All references to
City include its elected officials, officers, employees, agents, and volunteers except as otherwise
specified in this Agreement. The captions of the various articles and paragraphs are for
convenience and ease of reference only, and do not define, limit, augment, or describe the scope,
content, or intent of this Agreement.
3.5.14 Amendment; Modification. No supplement, modification, or amendment
of this Agreement shall be binding unless executed in writing and signed by both Parties.
3.5.15 Waiver. No waiver of any default shall constitute a waiver of any other
default or breach, whether of the same or other covenant or condition. No waiver, benefit,
privilege, or service voluntarily given or performed by a Party shall give the other Party any
contractual rights by custom, estoppel, or otherwise.
3.5.16 No Third Party Beneficiaries. There are no intended third party
beneficiaries of any right or obligation assumed by the Parties.
3.5.17 Invalidity; Severability. If any portion of this Agreement is declared
invalid, illegal, or otherwise unenforceable by a court of competent jurisdiction, the remaining
provisions shall continue in full force and effect.
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3.5.18 Prohibited Interests. Consultant maintains and warrants that it has not
employed nor retained any company or person, other than a bona fide employee working solely
for Consultant, to solicit or secure this Agreement. Further, Consultant warrants that it has not
paid nor has it agreed to pay any company or person, other than a bona fide employee working
solely for Consultant, any fee, commission, percentage, brokerage fee, gift or other consideration
contingent upon or resulting from the award or making of this Agreement. For breach or
violation of this warranty, City shall have the right to rescind this Agreement without liability.
For the term of this Agreement, no member, officer or employee of City, during the term of his
or her service with City, shall have any direct interest in this Agreement, or obtain any present or
anticipated material benefit arising therefrom.
3.5.19 Equal Opportunity Employment. Consultant represents that it is an equal
opportunity employer and it shall not discriminate against any subcontractor, employee or
applicant for employment because of race, religion, color, national origin, handicap, ancestry,
sex or age. Such non - discrimination shall include, but not be limited to, all activities related to
initial employment, upgrading, demotion, transfer, recruitment or recruitment advertising, layoff
or termination. Consultant shall also comply with all relevant provisions of City's Minority
Business Enterprise program, Affirmative Action Plan or other related programs or guidelines
currently in effect or hereinafter enacted.
3.5.20 Labor Certification. By its signature hereunder, Consultant certifies that it
is aware of the provisions of Section 3700 of the California Labor Code which require every
employer to be insured against liability for Worker's Compensation or to undertake self -
insurance in accordance with the provisions of that Code, and agrees to comply with such
provisions before commencing the performance of the Services.
3.5.21 Authority to Enter Agreement. Consultant has all requisite power and
authority to conduct its business and to execute, deliver, and perform the Agreement. Each Party
warrants that the individuals who have signed this Agreement have the legal power, right, and
authority to make this Agreement and bind each respective Party.
3.5.22 Counterparts. This Agreement may be signed in counterparts, each of
which shall constitute an original.
3.6 Subcontracting.
3.6.1 Prior Approval Required. Consultant shall not subcontract any portion of
the work required by this Agreement, except as expressly stated herein, without prior written
approval of City. Subcontracts, if any, shall contain a provision making them subject to all
provisions stipulated in this Agreement.
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CITY OF ARCADIA
By: ` —='7
William R. Kelly
City Manager
Dated: to'''"t `
ATTEST.-
ity Clerk
APPROVED AS TO FORM:
Step en P. Deitsch
City Attorney
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, 2001
M
PATHFINDERS
By: a
Ja s w�..�B.ylan O.
Principal
11
CONCUR:
Department Head Date
EXHIBIT "A"
PathFinders, SCOPE OF SERVICES
ORGANIZATIONAL EFFECTIVENESS CONSULTING
3209 Cadencia Street, Carlsbad, CA 92009
(760) 632 -1560
Proposal to the Citv of Arcadia, California
for Facilitation of a QX Service Quality Initiative
October 24, 2001
By James O. Boylan
SCOPE OF WORK & WORK PLAN
TASK I: CUSTOMER SERVICE TASK FORCE FACILITATION
Leadership Meetings — Proposed for the Week of November 26
City Manager William Kelly (1 hour)
City Manager and Department Heads (2 hours)
Task Force Chairperson and Coordinator (1 to 2 hours)
Among the most critical elements for Arcadia's success in enhancing its performance as a
service organization is its managers' enthusiasm for the effort. A serious commitment to quality
service means aligning the organization — people, policies, practices and systems — with that
goal. Management support is crucial. Therefore, an opportunity for me to meet the City's
Manager and leadership team is an essential preface to the launch of a Customer Service Task
Force. My purposes in meeting with the City Manager and Department Heads is to gather
information, insights and perspectives from them, and to ensure there is a shared vision and set
of expectations for the work of the Task Force.
The length of the meeting involving both the City Manager and the Department Heads is driven
by my planned use of an assessment instrument, in addition to dialogue, to gather the executive
team's perceptions of the City's current performance. A deliverable from this meeting will be a
graphic representation of senior management's collective assessment, which can be a stimulant
for constructive conversation when subsequently compared with the perceptions of others in the
organization. It will also provide a baseline against which to subjectively gauge perceptions of
progress as the initiative is implemented.
Time allotted to meet with the Task Force's chair and coordinator is for the purpose of
addressing details of the working relationship: communications, division of labor, etc. It, too, is
important to a successful launch.
RVPUB \NGS \557188
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P8tbR11dars ORGANIZATIONAL EFFECTIVENESS CONSULTING — Proposal to the City of Arcadia, California
SCOPE OF WORK and WORK PLAN continued.
Task Force Orientation Workshop (3 to 4 hours) — Proposed for the Week of November 26
While 90- minute meetings may suffice for much of the Task Force's work, it is too brief a time
to effectively launch a true "group effort". A minimum of three hours will be necessary to
develop a greater sense of "group" and Purpose, and a clearer understanding of the roles and
responsibilities of group members. Members need to understand and accept their important roles
as advocates and communicators, as data- gatherers, as thoughtful contributors, and as the means
by which other city employees will feel connected to and part of planning the City's quality
service initiative. Task Force members will make the difference between an initiative that feels
as if it were born in hearts of City staff versus one perceived as exclusively management- driven.
Among the activities included in the orientation meeting are a conversation and assessment
process very similar to that proposed for the senior management; getting acquainted exercises;
introduction of a few key concepts; review and discussion of the work plan and associated
logistics; and expectations for homework — that is, members' responsibilities outside of regular
Task Force Meetings. The latter include some reading (not books, but articles and hand -out
material); active observation of their workplace- conversations with coworkers and customers to
both share and gather information; and research on existing practices, e
Ideally, from the standpoint of the overall Task Force timetable, this meeting should occur on the
day immediately following the Leadership meetings. At the least, it is important it take place in
the same week or early in the next (December 3) in order for Task Force Members to have time
to complete the homework elaborated above.
Task Force Meetings 42 (Week of December 10) and #3 (Week of January 7, 2002)
Both of these 90- minute meetings include three activities:
(1) Homework reports, reflections and discussion
(2) Introduction and discussion of customer service concepts, strategies and methods
(3) Next homework assignment
A deliverable of sorts from the first three meetings will be a cadre of City staff with an expanded
consciousness of service and a greater understanding of those factors that affect the perception
(and the reality) of its quality.
Task Force Meetings #4 (Week of January 21), #5 (Week of January 28), #6 (Week of
February 4)
At this point, the Task Force will need to increase its pace and meet weekly in order to meet the
deadline of February 28. These three, minimum 90- minute meetings are focused on developing a
strategic service vision, and recommended goals, strategies and specific action steps (including
training, satisfaction measurement, de- centralized initiatives, etc.) for enhancing the quality of
City service, short and long term. Additional learning will be "in the moment" and relate
specifically to directions being considered. These sessions will be challenging, intense and
exhilarating. It may well be necessary to extend the length of meetings to a full 2 hours. Smaller
workgroups will be used in this phase of the effort and some between - session workgroup time
will probably be needed also,
2
1�we 1%0
ParnAndeiS ORGANIZATIONAL EFFECTIVENESS CONSULTING — Proposal to the City of Arcadia, California
SCOPE OF WORK and WORK PLAN continued.
Task Force Meeting #7 (Week of February 11)
The Wrap -Up Meeting. In this session the Task Force will bring to closure its recommendations
for Arcadia's quality service initiative — its Strategic Plan for Customer Service. A secondary
but also important task will be deciding upon a communications workgroup who will develop —
with my assistance — a Task Force presentation for the City Manager and the many other
important audiences whose engagement and support will be vital to realizing the goals
envisioned. A full two hours will probably be the minimum required for this meeting.
The deliverable at this point will be the group's conclusions, which I will document (in MS
Word) as the foundation for development of the Task Force Presentation and as the core
document of the customer service initiative.
TASK II: PREPARATION AND PRESENTATION OF TASK FORCE RECOMMENDATIONS
(Week of February 11 to 25`h)
A specific plan for this segment of the work will be developed with the workgroup, anticipating
that preparations will begin as soon as possible after the Wrap -Up Meeting and continue through
the week of February 18 and the early part of the week of February 25.
The deliverable will be a presentation of the Strategic Plan for Customer Service by members of
the Task Force for the City Manager and Department Heads on Thursday, February 28.
TASK III: PREPARATION OF A FIRST EDITION CUSTOMER SERVICE MANUAL
FOR THE CITY OF ARCADIA
As the Task Force's directions become more focused in early February, I will begin assembling
the copy elements (excluding photos and other graphics) for a First Edition Customer Service
Manual per the requirements specified in the RFP. A fully customized publication of this type is
beyond the budget provided. I will produce a document that gives voice to the initiatives' key
messages and includes some of the more universally applicable principles and practices of great
customer service.
If there are creatively able, technically capable and willing volunteers on the City staff, I would
be happy to collaborate with them on creating a more finished product, perhaps as part of an
extension of this engagement.
CONCLUSION
This promises to be an exciting and tremendously gratifying opportunity to work with the City of
Arcadia to re- discover and amplify Service as the core value of Public Service and, in so doing,
to ennoble those who have chosen to make it their lives' work.
3
12/11/2001 08:02 7606321560 PATHFINDERS PAGE 02
,�Mr `Nwtxhibit "B"
Sp- ieduLe �f. Services
hdlFMft � ORGANUAT(ONAL EFFECTIVENESS CONSULTING — Proposal to the City 0 rca fk ali ornia
PROJECT BUDGET continued.
PAYMENT SCHEDULE .REQUESTcp
REvisED 11/17/01
Payment 41
12/12/01
Engagement Initiation $2900.00
(First Meetings & materials)
Payment #2
Week of 1/28/02
At conclusion of $2965.00
Task Force Meeting #4
Payment 43
Week of 2 /18/02
At conclusion of
Task Force Meeting #7 $2965.00
Payment #4
Week of 3/4/02
At conclusion of
Task Force Presentation &
on delivery of service manual $3170.00
Total of Payments:
Other information requested:
Consultant's Hourly Rates: $187.50 ($1500 per day) — regular time
$ 50.00 — travel time
Materials and instruments have been included at consultant's cost (excluding normal distributor's
commission).
M
*400 EXHIBIT "C"
PathFinders COMPENSATION
ORGANIZATIONAL EFFECTIVENESS CONSULTING
3209 Cadencia Street, Carlsbad, CA 92009
(760) 632 -1560
City of Arcadia, California
Customer Service Initiative
PROJECT BUDGET
October 24, 2001
TASK #1: TASK FORCE FACILITATION
Includes
• Pre - launch Leadership Meetings
• Task Force Orientation Workshop
• Regular Task Force Meetings (6)
• Travel & related expense
• Phone /fax expenses
• Assessment Instruments
• Workshop and meeting materials
supplied by consultant
• Strategic Plan document
TASK #2: PREPARATION & PRESENTATION OF
TASK FORCE RECOMMENDATIONS
Includes
• In- person and electronic collaboration
with Task Force workgroup to produce
a communications presentation
• Travel and related expense
• Phone /fax expenses
• Consultant attendance at Presentation for
the City Manager and Department Heads
TASK #3: PREPARATION OF A FIRST EDIT /ON
CUSTOMER SERVICE MANUAL
Includes
• Copy -only document (hard copy)
• Electronic document (diskette) in
MS Word format
TOTAL: Not to Exceed (N.T.E.)
* The N.T.E. total presented above assumes substantial
conformance to the Scope of Work detailed in the Proposal.
Fees for significant changes initiated by the City will be
negotiated if necessary.
RVPUBWGS \557188
C -1
$8,830.00
$2,000.00
$1,170.00
S 12.000.00*
12/20/2001 09:04 7606321560
FILE No.103 1240 '01 10:07 ID:�ONIER n900MFj
PATHFINDERS
FAX, , _�
PAGE 02
PAGE 1
tft ER --
THIS CERTWICATE 19 LUUIEV AS A MArrER OP INFORMATtON
Insurance Noodle, Inc.
83- 551718- AP- OC -XSA
P.O. Sox 29611
ONLY AND CONFERS NO RIGHTS UPON TUC CERTIFICATE
HOLDER. THIS CERTIFICATE DOSZ NOT AIMiND, EXTEND OR
ALTER TWE COVERAGE AFFORDED BY THE POLICIES BELOW.
INSUR�RSAFFOR0INGCOVERAQE?
Charlotte NC 28229
Phone-,800-44S-5462 Fa-G :104- 921 -4651
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INSUAVRA: Hartford CaoNplty Insuratl e
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INSURER 0:
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THE POLICIEM ITF MBURANCIE USTEO OIL 0� HAVE aEEN JOSWA TO THE MIURED NAME/ AftOVE FOR TM POUCY PERIOD INDICATED. NOTYY "WANG NG
SHOULD ANY OF THE ABOVE DESCRIBED POUCHIS EF CANCELLED SCFORE THE EXPIRATION
ANY MUREMENT, TERM OR CONDITION Q� ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THUS CUMFICATE MAY SE W&AD OR
DATE TMA69F, TWO "UN+O11SWMERWILL ENWAVgATOMAIL 10 8AY3WNrrq+
)MIT PERTAIN, 7M WKIMNCE AFFORDED BY T11E POLICIES D65CRRlED HM-14 IS SUBJECT TO ALL THE TERMS. E)ICLU WNS ANd CONDf rM3 Of SUCN
NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT. BUT PAILURE TO OO SO MALL
POLM0. A04IR6GATE UIWIT8 3HOWN MAYiNAVE BEEN REDUCED BY PAID CLAIMS,
IMPOSE NO OBLIGATION ON LIABILITY OF ANT RIND UPON TW- H -OURpt "3 AGENT! OPI
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TYPE OF INIMAMCE POLICY NUME9R
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OWL, ARCRE"Tt LIMIT APK&S MR
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Those usual to insored's operations. Certifioate holder is named as
an
additional insured perjform 880008. Waiver of Subrogation applies
in favor
of the City of Arcadia', its directors, ofticials, officers, elaployees,
agents, and designatedivolunteers per the attached endorsement. Coverage is
primary S non- contribuUory per the SuainMeas Liability rorm ssoo0e,
attached
/•��Tif/��TG U" nmw 1 V 1 ..•uafnuil --ft-Alm/al CTfCIII- I 1"M
CITA24 o
SHOULD ANY OF THE ABOVE DESCRIBED POUCHIS EF CANCELLED SCFORE THE EXPIRATION
DATE TMA69F, TWO "UN+O11SWMERWILL ENWAVgATOMAIL 10 8AY3WNrrq+
Cl ey of Arcadi � and i t , s
NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT. BUT PAILURE TO OO SO MALL
Of£s.cars , offi 4ial s , employees
IMPOSE NO OBLIGATION ON LIABILITY OF ANT RIND UPON TW- H -OURpt "3 AGENT! OPI
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12/20/2001 09:04 7606321560
PATHFINDERS
LOAT6! AX /1N /01 TINE: 03:25 PM TO: Jams Q +1 (760) 6321560
VAGS : 004-004
PAGE 03
PNC TEPAC . : t f re -- zi ME a�nd&s8.Ow * 3tsn&� ,o Q U
to this policy.
12/20/2001 09:04 7606321560
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PATHFINDERS
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PAGE 04
1002/002
POLICYNUMBBR :63 SBM PJ0274
THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY.
ADDITTONAL INSURED - PERSON - ORGANIZATION
CITY OF ARCADIA
cv AND ITS OFFICERS, OFFICIALS, EMPLOYEES & AGENTS
240 W HUNTWOTON DRIVE
P.O. BOX 60021
,°., ARCADxA, CA 91066 -6021
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6
12/20/2001 09:04 760631560 PATHFINDERS
—A-M: PH TO: James 9 +1 (760) 6321560
PAGE: 002 -004
PAGE 05
.�4 "-q CERTIF ATE OF LIABILITY INSIMANCIM G5 °A'�("'"
ATIt -13 12/19/0-
PROOUem THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION
Insurance Noodle, Inc. ONLY AND CONFERS NORIGHTS UPON THE CERTIFICATE
83- 551718- AP- OC -XSA HOLDER THIS CERTFICATE DOES NOT AMEND, EXTENO OR
P.O. Dox 29611 ALTER THE COVERAGE AFFORDED BY T1I5 POLICIES BELOW,
Charlotte NC 26229
Phono:800- 446 -5462 rax:704- 921 -4651 INSURER& AFFORDING COVERAGE
INSURED INSURER A: Hartford Casualty Insurance
INSURERS. --
Pathfl s Osianisational INSURER S»
3209 Caad CA 92009 et INSURER 0:
COWERAGES
THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOO INDICATED. NOTWITHSTANDING
ANY REQUIREhENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITM RESPECT TO WHICH THIS CER11FICAATE MAY 9E ISSUED OR
MAY PERTAIN, THE INSURANCE AFFORDED BY 71HE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE ITRMS. EXCLUSIONS AND CONDITIONS OF SUCH
POLICIES. AGGREGATE LIMTS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS.
�L TYPE OF INSURANCE PMICY NUMN 31 .– ... -- ... _ . _-.. ... ...
r... .__.. .._._ __., _..._. .---_.... _�._.-- .,...— _..�,.- -- - - -•. _� .... OAT
GENERAL LIABILITY EACHOCCURRENCE S 1,000 , 000_
A X COMMERCIAL GENERALUASIUTY' SSSMWJ0214 12/01/01 12/0,1/02 FIREoAMAGE(Anyo+•aea 5300,000
CLAIMS MADE aOCCUR MEOEXP (Anyone pown) $10,000
_ aERSONAL & ADV INJURY 1 1 , 0 00 000
GENERA! AGGREGATIE S 2,000 f 00ii
GENL AGGREGATE LIMIT APPLIES PER: PRODUCTS - COMPIOP AGG S 2,000,0()()
I'UUCY n P�4 n L0C
DESCRIPTION OF OF" ATIOMNLOCATIONSNEMCLE51EXCLUBION &ADDED BY ENOORSOMENTISPECIAL PROVISIONS
Those usual to insured's operations. Certificate holder is named as an
additional insured per form SS00Q8. Naivet of Subrogation applies in favor
of the City of Arcadia, its directors, officials, officers, employees,
agents, and designated volunteers per the attached endorsement. Coverage is
primary & non- contributory per the business Liability corm 990008, attached
CfwTWICAT6 HDIIDER Al IRSL an. INLUCITQ LETTER- CANCELLATION
CITA2 40
AUTOMOBILE
..
LIABILITY
DATE TMEREOP, THE ISSUINO INSURER WILL ENDEAVOR TO MAIL 10 DAYS WRITTEN
City of Arcadia and it's
COMBINED SINGLE LHMT
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ANY AUTO
240 If. Huntington Drive
REPRESenrAnYES. _
(Ea oopderll)
Arcadia CA 91066 -6021
P.ODILY INJURY
loaf yelea')
S
ALL OWNW AUTOS
SCHEDULED AUTOS
WRED AUTOS
BODILY IN,AJRY
S
NON -OWNED AUTOS
rof acddend
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PROPERTYOAMACE
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(Pa aadeenp
GARAGE
LIABILITY
AUTO ONLY • EA ACCIDENT
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ANY AUTO
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AUTO ONLY: AGG
EXCESS LIABILITY
EACH OCCURRENCE
$
OCCUR CLANSMADE
AGGREGATE
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RETENTION S
WORKERS COMPENSATION AND
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F L. DISEASE, Ptk ICY X IMIT
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DESCRIPTION OF OF" ATIOMNLOCATIONSNEMCLE51EXCLUBION &ADDED BY ENOORSOMENTISPECIAL PROVISIONS
Those usual to insured's operations. Certificate holder is named as an
additional insured per form SS00Q8. Naivet of Subrogation applies in favor
of the City of Arcadia, its directors, officials, officers, employees,
agents, and designated volunteers per the attached endorsement. Coverage is
primary & non- contributory per the business Liability corm 990008, attached
CfwTWICAT6 HDIIDER Al IRSL an. INLUCITQ LETTER- CANCELLATION
CITA2 40
SHOMD ANY OF THE ABOVE DESCRIBED POUCIE6 BE CANCELLED BEFORE THE EXPIRATION
DATE TMEREOP, THE ISSUINO INSURER WILL ENDEAVOR TO MAIL 10 DAYS WRITTEN
City of Arcadia and it's
NOTICE TO THE CERTIFICATE WX= RNANIEDTOTNELEFT , BUT FAILURGT00040SMALL
officers, officials, employees
L agents
IMPOSE NOOBLIGATION OR LIABILITY OF ANY KIND UPON THE INSURER, ITS AGENTS OR
240 If. Huntington Drive
REPRESenrAnYES. _
/i Q�
Arcadia CA 91066 -6021
ACORD U -S (7197) 40 AUIJKLT I.;UKVVKA 1 RAY 77►iE
12/20/2001 09:04 7606321560
1
I�aAA
PATHFINDERS
12/19/01 04:23 2 of 2
CERTIFICATE OF INSURANCE
JAMES O BOYLAN
3209 CADENCIA ST
CARLSBAD CA 92009 -7805
Date December 19, 2001
PAGE 06
PLEASE NOTE:
If the need of this Certificate is discontinued
before its expiration, please check the box below
and return to,
UNITED SERVICES AUTOMOBILE ASSOCIATION
USAA Building
San Antonio, Texas 78288
❑ Discontinue issuing this Certificate of Insurance
1, an Attorney-in -Fact of the UNITED SERVICES AUTOMOBILE ASSOCIATION of San Antonio, Texas,
do hereby certify that the policyholder named above is insured as follows:
Automobile Policy Number: Automobile Year Model & Trade Name Motor Number:
USAA 00101 81. 72U 7102 5 1992 Mitsubishi 3000 GT JA3XD64BBNY030095
Effective: Expiring
December 19, 2001 June 1, 2002 (12 -01 AM. STANDARD TIME)
LIMITS OF LIABILITY
300,000
$ each person
Bodily Injury Liability $ 500,000 each accident*
Property Damage Liability $ 50,000 each accident*
uThe word 'occurrence" is to be substituted for the word "accident" when this Certificate is issued
for a Family Automobile policy.
This Certificate of Insurance neither affirmatively nor negatively amends, extends or alters the
coverage afforded by the above policy issued by United Services Automobile Association.
If the United Services Automobile Association elects to cancel said policy 30 days advance
wfitten notice of cancellation will be given to:
City of Arcadia
City Clerks office
PC Box 60021 ROBERT G, DAVIS
Arcadia, CA 91006 Attorney -in -Fact
United Services Automobile Association 9600 Fredericksburg Road San Antonio, Texas 79288 281 REV. 4 -00
(A Reciprocai Interinsura+ce Exchange) USAA # 101 81 72- 24953- 47184-AO.AO294