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HomeMy WebLinkAboutC-1830M *` C i�3d 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. PSA/pathfinders /December /2001 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 PSA/pathfinders/December /2001 2 ,%W ( "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. PSA/pathfinders /December /2001 3 i%w Now 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. P S A/pathfinders/December /2001 4 M En (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 PSA/pathfinders/December /2001 5 11400 vw� 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, PSA/pathfinders/December /2001 6 fire *00 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 & PSA/path finders /December /2001 7 �kw VO 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. p S kpathfinders /December /2001 8 �ftw vwo� 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. PSA/pathfinders /December /2001 9 `w 1%0 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. PSA/path fi nders /Dec ember /2001 10 M 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 PS A/path finders /December /2001 , 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 A -1 �*Aw Ifto 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 wiEO INSUAVRA: Hartford CaoNplty Insuratl e IN5URiR B: James .0, 0. Boylan I Dgga Pa riders prQQanisational z c ivoness GUansulting rYbB ®CAi�2�eet INauRaRC_ INSURER 0: INwMen IR PrAlCo AfAaft 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 G agents I L TYPE OF INIMAMCE POLICY NUME9R DA k ry�� LIMITS GENERAI. NASAITY EACH accuRRBNCE 11 000 000 X COMMERC+ALMNARALL1ASILM! I 83SBi0J1D2?4 12/01/01 12/01/02 FIRCDAU"E (Aft am l 1300,000 Mw ExP IMy *M Paeenj $10,00 CLAIMS MADE f •r 1 %CUR PEES "LAADVRNUPx 11'000 000 GENERALAGGRwATS 82,000,000 PWVOM • COMPAI AGIi $ 2 000 0100 OWL, ARCRE"Tt LIMIT APK&S MR � POLICY P� LAC i AUTOMOSR.6 L IAE11JTY DON>rINEO SITIGLA LINT f ANY AUJTO (ft etiCleenll SOgLY INJURY 9-1 f A" OWNED AUTOS SCHEDULED AUTOS IPer SODILVruuRY f MKOAUTOS HOMFOWNSO AUTOS (/er �gEldenp P"PFATY DAIMBE f "_ . IPtraalOena GARAGE LIABILITY AUTO ONLY • EA ACCIP T f OTyISA THAN FAACC f ANY AUTO f AUTO ONLY: AOC EXCESSUAWLIrY EACH OCCURRENCE f OCCUR CLAIMS MADE AGORF33ATS i I f f RiTiNTRTN i f WORKERS COINMraN AND OsMr Fax Note 7671 Dare o P".O. MP Ell t LMUrs TMrMYIRS` UASIUTY Tv r , - From Q.L• EACH ACOIDwr t E.L. DISEASE • to EMPLOYE f CuJOept. Co. r E.L. TASMASa . Pouev LnNT i OTHlR Phone • Phone L��-n — �bU w, l afseRrnoN o+ ortrL►TI OGATIL. �...... . 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 G agents I 240 W. HUntingion. arive RGPRGSGNTATIVer. k ry�� Arcadia CA 91016- 6021 AWK0 76-5 (TEST) V J 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 _ -& ao.foul 10;uo rAA PATHFINDERS m 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 cq 0 v r, a a en on 0 0 1w s_ i� E� i� ft Form IN 12 0011 $6 T SEC. NO, 002 Printed in U.S.A. Pegs 001 Process OMe: 12/13/01 , Expiration Date: 12/01/0.2 UK COPY 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 S L agents 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 I - -- ` PROPERTYOAMACE S (Pa aadeenp GARAGE LIABILITY AUTO ONLY • EA ACCIDENT S OTMeR THAN QA ACC S ANY AUTO S AUTO ONLY: AGG EXCESS LIABILITY EACH OCCURRENCE $ OCCUR CLANSMADE AGGREGATE S f S DEDUCTIBLE S RETENTION S WORKERS COMPENSATION AND TOM I ER ., EMPLOYERS LIABILITY F 1. EACH ACCIDENT S F'.l DI,qFA$F,. EA EMPLOY, S OTNER I F L. DISEASE, Ptk ICY X IMIT S 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