HomeMy WebLinkAbout1999-06-08; City Council; Resolution 99-2091
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RESOLUTION NO. 99-209
RESOLUTION OF THE CITY COUNCIL OF THE CITY OF
CARLSBAD, CALIFORNIA, AUTHORIZING THE MAYOR TO
EXECUTE A CONTRACT FOR HELP DESK SERVICES WITH
PRODUCTIVITY ASSOCIATESJ INC..
WHEREAS, Information Systems has planned and budgeted to
acquire contracted technical help desk services; and
WHEREAS, the City Council recognizes the need to increase the
support resources available to the City’s system users as it relates to technical
help desk type assistance; and
WHEREAS, staff received proposals from five vendors to provide
help desk service and selected Productivity Associates, Inc. as the vendor best
able to provide the service required; and
WHEREAS, sufficient funds have been appropriated for this type of
technology assistance and are available for the six month pilot program.
NOW, THEREFORE, BE IT RESOLVED by the City Council of the
City of Carlsbad, California as follows:
1. That the above recitations are true and correct.
2. That the Mayor is hereby authorized to execute a contract
between the City of Carlsbad and Productivity Associates, Inc. for help desk
services, a copy of which is attached as Exhibit A.
3. That the fees and compensation for said services shall not
exceed $1 5 per seaffcomputer per month for each computer covered.
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PASSED, APPROVED AND ADOPTED at a regular meeting of the
City Council on the 8th day of J-, 1999, by the following vote, to wit:
AYES:Council Members Lewis, Nygaard, Finnila, Hall & Kulchir
NOES: None
ABSENT: None
Mayor
ATTEST:
KAREN R. KUNDTZ, Assistant City C1
(SEAL)
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AGREEMENT
THIS AGREEMENT is made and entered into as df the 8 th day of
June , 192, by and between the CITY OF CARLSBAD, a municipal
corporation, hereinafter referred to as "Cifyl), and Productivity Associates, Inc. (PAI), a
Help Desk services provider, hereinafter referred to as "Contractor."
RECITALS
City requires the services of a Help Desk services Contractor to provide the
necessary help desk services; and Contractor possesses the necessary skills and
qualifications to provide the services required by the City;
NOW, THEREFORE, in consideration of these recitals and the mutual covenants
contained herein, City and Contractor agree as follows:
1, CONTRACTOR'S OBLIGATIONS
The Contractor shall provide a toll free phone number for users to call for all
voice and data technical assistance. Each call must be answered by a qualified
technician. Each call taken must track predefined metrics, including details of each
problem or request, person calling, time, date, duration of event and details of
resolution. The Contractor shall provide telephone support for standard City software,
phones and voice mail, The Contractor will route calls they cannot solve back to the
City or to selected outside vendors. The Contractor will provide the City with monthly
reports providing details of activity within each given month. The Contractor will provide
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the City’s Information Systems Department and selected users with secure Internet
access to the City’s account for purposes of opening, closing and tracking work order;
and to access the City’s knowledge base to assist in problem resolution. The
Contractor shall conduct follow up calls or einails to users to assess the quality of
services provided by both the Contractor and City IS staff. Further definition of services
expected is included in Exhibit “A, “IntelliCenter Proposal”.
2. CITY OBLIGATIONS
The City shall have staff available to solve those issues routed back to the City.
City staff will close those calls for which we are responsible. The City will provide
access to it’s 3d party maintenance vendors for breaklfix issues.
3. PROGRESS AND COMPLETION
The work under this contract will begin within ten (IO) days after receipt of
notification to proceed by the City. The Information Systems Department will give
allowance for documented and substantiated unforeseeable and unavoidable delays
not caused by a lack of foresight on the part of the Contractor, or delays caused by City
inaction or other agencies’ lack of timely action.
4. FEES TO BE PAID TO CONTRACTOR
The total fee payable for the services to be performed shall be $15.00 per seat
per month. No other compensation for services will be allowed except those items
covered by supplemental agreements per Paragraph 8, “Changes in Work.”
5. DURATION OF CONTRACT
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This agreement shall extend for a period of six months from date thereof. The
contract may be extended by the City Manager for three (3) additional one (1) year
periods or parts thereof, based upon a review of satisfactory performance and the City’s
needs. The parties shall prepare extensions in writing indicating any mutually agreed to
changes in the agreement including effective date, length of the extension and revised
pricing.
6. PAYMENT OF FEES
Payment of approved items on the invoice shall be mailed to the Contractor
within 30 days of receipt of the invoice.
7. FINAL SUBMISSIONS
Within 5 days of the termination of the agreement the Contractor shall deliver to
the City a export file of all City information regarding help desk operations in a standard
data format. This would include all user, call, history, profile, protocol, configuration and
knowledge-base information.
8. CHANGES IN WORK
If, in the course of the contract, changes seem merited by the Contractor or the
City, and informal consultations with the other party indicate that a change in the
conditions of the contract is warranted, the Contractor or the City may request a change
in contract. Such changes shall be processed by the City in the following manner: A
letter outlining the required changes shall be forwarded to the City by Contractor to
inform them of the proposed changes along with a statement of estimated changes in
charges or time schedule. A Standard Amendment to Agreement shall be prepared by
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the City and approved by the City according to the procedures described in Carlsbad
Municipal Code Section 3.28.172. Such Amendment to Agreement shall not render
ineffective or invalidate unaffected portions of the agreement.
9. COVENANTS AGAINST CONTINGENT FEES
The Contractor warrants that their firm has not employed or retained any
company or person, other than a bona fide employee working for the Contractor, to
solicit or secure this agreement, and that Contractor has not paid or agreed to pay any
company or person, other than a bona fide employee, any fee, commission,
percentage, brokerage fee, gift, or any other consideration contingent upon, or resulting
from, the award or making of this agreement. For breach or violation of this warranty,
the City shall have the right to annul this agreement without liability, or, in its discretion,
to deduct from the agreement price or consideration, or otherwise recover, the full
amount of such fee, commission, percentage, brokerage fees, gift, or contingent fee.
10. NONDISCRIMINATION CLAUSE
The Contractor shall comply with the state and federal laws regarding
nondiscrimination.
11. TERMINATION OF CONTRACT
In the event of the Contractor's failure to prosecute, deliver, or perform the work
as provided for in this contract, the City Manager may terminate this contract for
nonperformance by notifying the Contractor by certified mail of the termination of the
Contractor. The' contractor, thereupon, has five (5) working days to deliver said
documents owned by the City and all work in progress to the Information Systems
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Manager. The Information Systems Manager shall make a determination of fact based
upon the documents delivered to City of the percentage of work which the Contractor
has performed which is usable and of worth to the' City in having the contract
completed. Based upon that finding as reported to the City Manager, the Manager shall
determine the final payment of the contract.
This agreement may be terminated by either party upon tendering sixty (60) days
written notice to the other party. In the event of such suspension or termination, upon
request of the City, the Contractor shall assemble the work product and put same in
order for proper filing and closing and deliver said product to City. In the event of
termination, the Contractor shall be paid for work performed to the termination date;
however, the total shall not exceed the lump sum fee payable under paragraph 4. The
City Manager shall make the final determination as to the portions of tasks completed
and the compensation to be made.
12. CLAIMS AND LAWSUITS
The Contractor agrees that any contract claim submitted to the City must be
asserted as part of the contract process as set forth in this agreement and not in
anticipation of litigation or in conjunction with litigation. The Contractor acknowledges
that if a false claim is submitted to the City, it may be considered fraud and the
Contractor may be subject to criminal prosecution. The Contractor acknowledges that
California Government Code sections 12650 et sea., the False Claims Act, provides for
civil penalties where a person knowingly submits a false claim to a public entity. These
provisions include false claims made with deliberate ignorance of the false information
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or in reckless disregard of the truth or falsity of information. If the City of Carlsbad seeks
to recover penalties pursuant to the False Claims Act, it is entitled to recover its
litigation costs, including attorney's fees, The Contractor acknowledges that the filing of
a false claim may subject the Contractor to an administrative debarment proceeding
wherein the Contractor may be prevented to act as a Contractor on any public work or
improvement for a period of up to five years. The Contractor acknowledges debarment
by another jurisdiction is grounds for the City of Carlsbad to disqualify the Contractor
from the selection process. !lfi (Initial)
The provisions of Carlsbad Municipal Code sections 3.32.025, 3.32.026,
3.32.027 and 3.32.028 pertaining to false claims are incorporated herein by reference.
)&\Initial)
13. JURISDICTION
The Contractor agrees and hereby stipulates that the proper venue and
jurisdiction for resolution of any disputes between the parties arising out of this
agreement is San Diego County, California.
14. STATUS OF THE CONTRACTOR
The Contractor shall perform the services provided for herein in Contractor's own
way as an independent Contractor and in pursuit of Contractor's independent calling,
and not as an employee of the City. Contractor shall be under control of the City only
as to the result to be accomplished, but shall consult with the City as provided for in the
request for proposal. The persons used by the Contractor to provide services under this
agreement shall not be considered employees of the City for any purposes whatsoever.
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The Contractor is an independent Contractor of the City. The payment made to
the Contractor pursuant to the contract shall be the full and complete compensation to
which the Contractor is entitled. The City shall not make any federal or state tax
withholdings on behalf of the Contractor or its employees or subcontractors, The City
shall not be required to pay any workers' compensation insurance or unemployment
contributions on behalf of the Contractor or its employees or subcontractors. The
Contractor agrees to indemnify the City within 30 days for any tax, retirement
contribution, social security, overtime payment, unemployment payment or workers'
compensation payment which the City may be required to make on behalf of the
Contractor or any employee or subcontractor of the Contractor for work done under this
agreement or such indemnification amount may be deducted by the City from any
balance owing to the Contractor.
The Contractor shall be aware of the requirements of the Immigration Reform
and Control Act of 1986 and shall comply with those requirements, including, but not
limited to, verifying the eligibility for employment of all agents, employees,
subcontractors and Consultants that are included in this agreement.
15. CONFORMITY TO LEGAL REQUIREMENTS
The Contractor shall cause all drawings and specifications to conform to all
applicable requirements of law: federal, state and local. Contractor shall provide all
necessary supporting documents, to be filed with any agencies whose approval is
necessary.
The City will provide copies of the approved plans to any other agencies.
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16. OWNERSHIP OF DOCUMENTS
All plans, studies, sketches, drawings, reports, and specifications as herein
required are the property of the City, whether the work' for which they are made be
executed or not. In the event this contract is terminated, all documents, plans,
specifications, drawings, reports, and studies shall be delivered forthwith to the City.
Contractor shall have the right to make one (1) copy of the plans for its records.
17. REPRODUCTION RIGHTS
The Contractor agrees that all copyrights which arise from creation of the work
pursuant to this contract shall be vested in City and hereby agrees to relinquish all
claims to such copyrights in favor of City.
18. HOLD HARMLESS AGREEMENT
Contractor agrees to indemnify and hold harmless the City of Carlsbad and its
officers, officials, employees and volunteers from and against all claims, damages,
losses and expenses including attorneys fees arising out of the performance of the
work described herein caused by any willful misconduct, or negligent act, or omission of
the contractor, any subcontractor, anyone directly or indirectly employed by any of them
or anyone for whose acts any of them may be liable.
19. ASSIGNMENT OF CONTRACT
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The Contractor shall not assign this contract or any part thereof or any monies
due thereunder without the prior written consent of the City.
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20. SUBCONTRACTING
If the Contractor shall subcontract any of the work to be performed under this
contract by the Contractor, Contractor shall be fully responsible to the City for the acts
and omissions of Contractor's subcontractor and of the persons either directly or
indirectly employed by the subcontractor, as Contractor is for the acts and omissions of
persons directly employed by Contractor. Nothing contained in this contract shall
create any contractual relationship between any subcontractor of Contractor and the
City. The Contractor shall bind every subcontractor and every subcontractor of a
subcontractor by the terms of this contract applicable to Contractor's work unless
specifically noted to the contrary in the subcontract in question approved in writing by
the City.
21. PROHIBITED INTEREST
No official of the City who is authorized in such capacity on behalf of the City to
negotiate, make, accept, or approve, or take part in negotiating, making, accepting, or
approving of this agreement, shall become directly or indirectly interested personally in
this contract or in any part thereof. No officer or employee of the City who is authorized
in such capacity and on behalf of the City to exercise any executive, supervisory, or
similar functions in connection with the performance of this contract shall become
directly or indirectly interested personally in this contract or any part thereof.
22. VERBAL AGREEMENT OR CONVERSATION
No verbal agreement or conversation with any officer, agent, or employee of the
City, either before, during or after the execution of this contract, shall affect or modify
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any of the terms or obligations herein contained nor entitle the Contractor to any
additional payment whatsoever under the terms of this contract.
23. SUCCESSORS OR ASSIGNS
Subject to the provisions of Paragraph 18, "Hold Harmless Agreement," all
terms, conditions, and provisions hereof shall inure to and shall bind each of the parties
hereto, and each of their respective heirs, executors, administrators, successors, and
assigns.
24. EFFECTIVE DATE
This agreement shall be effective on and from the day and year first written
above.
25. CONFLICT OF INTEREST
The City has determined, using the guidelines of the Political Reform Act and the
City's conflict of interest code, that the Contractor will not be required to file a conflict of
interest statement as a requirement of this agreement. However, Contractor hereby
acknowledges that Contractor has the legal responsibility for complying with the
Political Reform Act and nothing in this agreement releases Contractor from this
responsibility.
26. INSURANCE
The Contractor shall obtain and maintain for the duration of the contract and any
and all amendments insurance against claims for injuries to persons or damage to
property which may arise out of or in connection with performance of the work
hereunder by the Contractor, his agents, representatives, employees or subcontractors.
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Said insurance shall be obtained from an insurance carrier admitted and authorized to
do business in the State of California. The insurance carrier is required to have a
current Best's Key Rating of not less than "A-:V" and shall meet the City's policy for
insurance as stated in Resolution No. 91-403.
A. Coveraaes - and Limits.
Contractor shall maintain the types of coverages and minimum limits
indicated herein, unless a lower amount is approved by the City Attorney or City
Manager:
I. Comprehensive General Liability Insurance. $1,000,000 combined
single-limit per occurrence for bodily injury, personal injury and property damage. If the
submitted policies .contain aggregate limits, general aggregate limits shall apply
separately to the work under this contract or the general aggregate shall be twice the
required per occurrence limit.
2. Automobile Liability (if the use of an automobile is involved for
Contractor's work for the City). $1,000,000 combined single-limit per accident for bodily
injury and property damage.
3. Workers' Compensation and Employer's Liability. Workers'
Compensation limits as required by the Labor Code of the State of California and
Employer's Liability limits of $1,000,000 per accident for bodily injury.
B. Additional Provisions.
Contractor shall ensure that the policies of insurance required under this
agreement contain, or are endorsed to contain, the following provisions.
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1. The City shall be named as an additional insured on all policies
excluding Workers' Compensation.
2. The Contractor shall furnish certificates of insurance to the City
before commencement of work.
3. The Contractor shall obtain occurrence coverage.
4. This insurance shall be in force during the life of the agreement and
any extension thereof and shall not be canceled without 30 days prior written notice to
the City sent by certified mail.
5. If the Contractor fails to maintain any of the insurance coverages
required herein, then the City will have the option to declare the Contractor in breach, or
may purchase replacement insurance or pay the premiums that are due on existing
policies in order that the required coverages may be maintained. The Contractor is
responsible for any payments made by the City to obtain or maintain such insurance
and the City may collect the same from the Contractor or deduct the amount paid from
any sums due the Contractor under this agreement.
27. GUARANTEE
The Contractor agrees to a 90 day money back guarantee from the date when
actual services begin as stated in Exhibit "B", "Money Back Guarantee".
28. PROTECTION AGAINST DATA LOSS
It is the duty and responsibility of the City to protect its systems against data
loss. This responsibility includes, but is not limited to, the backing up of all programs,
data, etc. The Contractor and its authorized consultants and vendors will not be
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responsible for any loss of data on hard disks, floppy disks or network systems or for
any loss or damage due to matters beyond our control.
29. USE OF INTERNET TECHNOLOGIES
While the Contractor makes its most diligent and reasonable efforts to secure
and protect data that is transmitted to or from its systems while using internet
technologies, the Contractor cannot guarantee the ultimate security of such information
due to the public nature of the internet and its technologies. The Contractor welcomes
both customers and prospective customers to evaluate the configuration of our systems
and infrastructure so that the same parties can assess risk regarding internet
communications with the Contractor.
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30. RESPONSIBLE PARTIES
The name of the persons who are authorized to give written notices or to receive
written notice on behalf of the City and on behalf of thencontractor in connection with
the foregoing are as follows:
For City: Title Tr\$ ; n c,A. la S-,\>k*kT \k*c, v
Name &.&\ &%< CsU-
Address i- C'4S 6A.J G'LLcyL hf-
LM< S$+J clu 2.tc:Ql"
For Contractor: Title
Name
Address
ArchitectlLicense Number:
ArchitectlLicense Number:
ren AcL~M~c.L,A I i>restoled"
5625 ta$s<q ~,,&,5&-lb-e 2-20
31. BUSINESS LICENSE S~A Q*\e$o )CF) qaI'J-3
Contractor shall obtain and maintain a City of Carlsbad Business License for the
duration of the contract.
32. ENTIRE AGREEMENT
This agreement, together with any other written document referred to or
contemplated herein, embody the entire agreement and understanding between the
parties relating to the subject matter hereof. Neither this agreement nor any provision
hereof may be amended, modified, waived or discharged except by an instrument in
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writing executed by the party against which enforcement of such amendment, waiver or
discharge is sought.
Executed by Contractor this z+ day of M4-y , ,1999.
CONTRACTOR: ..
)?&&&7 ty &rficr/FZS! I *i*
(name of Cohtractor)
By:
(si& he%J ’
CITY OF CARLSBAD, a municipal corporatiog oithe State of CaJfornia
!I, . ‘ !I!/ 7!(,//q&l I / 4&
(print nade/title) - fcb
ATTEST:
,&?h ETI-@&fUWNKRANZ City Clerk
(Proper notarial acknowledgment of execution by Contractor must be attached.)
(President or vice-president and secretary or assistant secretary must sign for
corporations. If only one officer signs, the corporation must attach a resolution certified
by the secretary or assistant secretary under corporate seal empowering that officer to
bind the corporation.)
APPROVED AS TO FORM:
RONALD R. BALL City Attorney
BY 0”L Assistant City Attorney
6. (0-77.
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Prepared For:
THE CITY OF
CARLSBAD
1200 Carlsbad Village Drive
Carlsbad, California 92008
December 2,1998
Prepared By:
Productivity Associates, Inc.
9245 Sky Park Court, Suite 100
San Diego, California 92 123
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C'O~~C;L A en&& e;l/- 9
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INTRODUCTION ............................................................................................................. 3
ENVIRONMENT AT THE CITY OF CARLSBAD ............. c .............. ................................ 3
Information Systems Issues .................................................................................................................................. 3
THE INTELLICENTER PROGRAM ................................................................................ 4
IntelliCenter Roles and Responsibilities .............................................................................................................. 5
Minimum .......................................................................................................................................................... 5
Desired ............................................................................................................................................................. 5
City of Carlsbad Responsibilities .......................................................... , .............................................................. 6
SPECIFIC RFP RESPONSE ........................................................................................... 6
Issue: How Help Desk service is delivered ............................................................................. ; ............................. 6
Issue: Help Desk staffing levels ................................................................................................... ........................ 7
Issue: Knowledge level of Help Desk and how you maintain and advance their knowledge .............................. 7
Issue: Quality assurance and customer satisfaction ............................................................................................. 9
Issue: Tools you use to deliver these services ..................................................................................................... 10
Issue: Roles and responsibilities of the Help Desk and the City ........................................................................ 11
Issue: Rollout strategy ........................................................................................................................................ 12
Issue: Access to incidences, knowledge base and reports .................................................................................. 12
Issue: Price for Help Desk support services described ...................................................................................... 12
Issue: Alliances with hardware and software vendors applicable to the City’s environment ........................... 13
Issue: Y2K compliance of our systems ............................................................................................................... 14
.. Issue: Any addltmnal services offered ................................................................................................................ 14
Issue: References .............................................................................................................................................. .. 14
Additional Information ..................................................................................................................................... -14
APPENDIX TO REQUEST FOR PROPOSAL , ............................................................. 15
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Productivity Associates, Inc., has been providing services to support Information
Systems departments since 1991. Our services are designed to maximize the return on
investment from information systems resources and operations.
PAl’s flagship offering, the lntelliCenter and its lntelliWeb Internet tool, helps busy I/S
managers recover valuable time, reduce labor costs and enhance enduser support in
their organizations. The lntelliCenter service provides an inexpensive but intelligent
help desk solution and call center to each customer, while the lntelliWeb feature
assures secured, real time access to our knowledgebase via the World Wide Web. This
powerful combination is an effective way to “expand” an I/S department and add uniform
workflow management, for less than the cost of adding headcount.
This proposal has been written for the City of Carlsbad in response to your recent RFP.
This document will demonstrate, point by point, that the needs expressed in the RFP
can be resolved by the PA1 lntellicenterand lntelliweb services in the most cost-
effective manner. These solutions are presented in order to add value to the I/S team, and create a higher ROI from the I/S department.
The following issues and assumptions are called out in the RFP and will be addressed
in this response:
Information Systems Issues
The City desires to have a single, toll free phone number for users to call for all voice
and data technical assistance (i.e. a “Call Center”)
Each call taken by the call center must track certain metrics, including details of
each problem or request, person calling, time, date and duration of event, and
details of resolution.
0 The Call Center should have the ability to provide application support for the City , P4 l
software standards (see below) as well as have the ability to route any escalated
calls back to the City I/S department or to selected outside vendors for action.
telephone and voice mail system to assist users where possible. It is important for
the vendor to have the ability to route escalated telephone/voice mail issues directly
to the system vendor. SrXPu-lA / 4M
0 The City currently has no formal help desk or help desk / tracking software in place.
0 The City I/S staff currently supports between 300 and 400 computer/telecom
endusers at multiple locations. b?
)
0 The City desires the selected Call Center vendor to learn the basics of their
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The current City I/S staff consists of seven members, split between
desktop/network/teIecom support and UNlX / minicomputer support. The optimal
Call Center solution would be one that could accept calls for any of the above and
either assist directly or route a call to the appropriate staff member for action.
The City hardware standards in place are: Compaq Pentium PC’s connected to eight
Netware 4.1 1 servers on a T1 WAN; an HP 9000 UNlX machine that runs custom
City applications; an NEC PBX telephone switch using Octel voice mail system.
The City software standards in place are Windows 95, Microsoft Office (Standard
and Professional), Microsoft Project, Groupwise, Netware Client, Netscape
Communicator and Reflections.
Live technicians should answer every call at the Gall Center telephones, “Gall
queues” are undesirable as users may not wait long for a technician to answer.
A database system (helpdesk or call tracking software) is required to manage call
traffic, to accurately trap and track every issue that comes into the department. The
preferred system will be Internet capable, making it accessible from multiple sites. It
must have the ability to generate a variety of reports on the data, using differing
criteria. It would be best if the system was capable of ad-hoc reporting by the
technical staff at Carlsbad.
For the purposes of good communication and public relations, the I/S department
would like to implement a quality assurance program for the computer users. A
method that would allow a follow up call by the technical staff after a problem is
resolved would be best. It would also be very useful if users could get emails letting
them know about workorders opened or closed on their behalf.
The I/S department would like to have a method of surveying the users from time to
time on the quality of help they receive from both internal and external resources. An
automated method of performing this task would be easiest for both users and
technical staff.
Flexibility and fit with an outside vendor performing any of the above tasks is critical.
These programs will be new at the City of Carlsbad and a vendor will need to be
adaptable to changes and needs specific to this environment.
PAl’s lntelliCenter service, coupled with our unique, internally developed lntelliWeb
software program, will fulfill each and every issue requested or described above. We
invite you to read through this proposal for the details of how we provide the best
service in the business for outsourced Help Desk / Call Center support.
T he PA1 lntellicenter is an outside service managed by the I/S manager, as an
extension of your I/S department. It functions as a single point of contact for your
entire company, a central station accessible to all endusers whenever they need
assistance with their computer. It plays three important roles for an organization:
Hebdesk: Trained technicians are available during the business day to answer
computer questions. These can be anything from a simple application question (How
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do I set up a Table of Contents in a document?) to a trouble issue (I can’t print) to a
multi-layered problem (I can’t connect to my email from my laptop.)
requests for help and their status for you. Every request that comes in (by phone,
email or the Internet) is entered into our system and then managed to its resolution.
It won’t get lost or forgotten because the IntelliCenter will keep track of it until the
issue is resolved. With our new lntelliweb system, internal technicians at your site
can view and edit these issues in real time. Technicians at your site will have their
own work order queue, for fast work order assignment. They will also have the ability
Workflow Manaaement: The PA1 IntelliCenter traps and tracks all the different
tu re=assign workorders to the queues of their IIS teammates or outside vendors.
0 Data Center Hub: With all computer-related issues being channeled to one
information center, both I/S managers and endusers can have fast access to
important data. Through the lntelliWeb (secure Internet access to PAl’s data
systems) end users can check on the status of a work request at any time.
Technicians can print, manage and close work orders while managers can get
reports on vital statistics of their computer-support demands (from up-to-the-minute
work queues to global trends). Those responsible for planning and budgets are
armed with empirical evidence to make more accurate decisions.
The lntelliCenterprovides timely solutions to the questions and problems encountered
by computer users in a business environment. It is a support system that concentrates
computer-related problems into a central operation utilizing all of its resources and tools
on the task at hand. Every computer user receives personalized help in a timely fashion,
thereby speeding a return to productivity.
1ntelliCenter Roles and Responsibilities
Minimum
0 Take all support calls between 7am and 6pm Monday through Friday
Yes Provide renorts
Yes Route calls back to the City or outside vendor when appropriate
- ”9 ..I (h Yes 0 Escalate questions that the front line is unable to resolve
Yes 0 Solve the ‘how to’, ‘better way’ questions for standard applications
Yes 0 Track and document each call from beginning to resolution
Yes
T. y
I I I Regular communication with an account retxesentative I Yes I I ” I 1
Desired
Online access
Yes 0 Flexibility to customize
Yes Ability notify users of problems (i.e. server down at City Hall)
Yes Ability to provide voice support (see above description)
Yes 0 Calls answered by a live person
TBD Extended support hours for certain users
Yes Hot or warm transfer back to City
Yes Customer satisfaction surveys
Yes
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City of Carlsbad Responsibi/ities
Provide call routing protocol
Work as a team with the ’Heh Desk’ to ensure effective sumort I I 1 Have staff available to solve those issues routed back I I I Close those calls for which we are responsible
Provide access to 3‘d party maintenance vendors
The following information has been compiled and structured to respond point-by-point to
each issue in the “Your Proposal’’ section of the RFP.
Issue: How HeIr, Desk service is delivered
Routing calls to the City or to other vendors has never been faster or easier. With PAl’s
new Inte//iWeb feature (see Issue: Tools you use to deliver these services below for
details) your in-house technical team will be working with the same data as the PA1
IntelliCenter team, in real time. When an IntelliCenter technician determines that a
problem needs to be forwarded to your staff, sihe documents all the details of the event
into a work order for the caller. Once entered into the system, your I/S team has
immediate access to that work order. It will automatically appear in a queue called
“Pending Work orders” on your IntelliWeb system, and/or it can appear in a specific
queue just for the technician for whom it was intended (details of which technicians
handle what type of problems at your site will be worked out together prior to our start).
Depending on the level of urgency, an email can be sent to your technicians, as well as
the user to keep them in the loop. An urgent work order will also dictate a phone call
and/or a page to the technical team at your end. We will keep this up every few minutes
until we get a response and know that someone is handling the problem. Our innovative
system allows “HOT” transfers to appropriate technicians and vendors. A flowchart
detailing the specifics of what actually happens to a call, and how it is escalated, can be
seen in the Appendix to this proposal.
0 PA1 uses four “Call Levels” in our escalation procedures. They are referred to
throughout this document and are defined as follows:
J Level 1 events are resolved by the PA1 IntelliCenter on the first phone call.
J Level 2 events are resolved by the PA1 IntelliCenter after some research by the
PA1 technician. The time frame to resolution depends on the complexity of the
problem, but an appropriate time for a progress call is agreed to between the PA1
technician and the enduser.
J Level 3 events are those that cannot be resolved by the IntelliCenter and require
a visit by an onsite technician. PA1 will troubleshoot and document the problem
before dispatching an onsite technician.
J Level 4 events are simply requests that are called in by endusers and tracked by
the PA1 IntelliCenter before dispatching to onsite technicians or vendors.
~~ ~ ~ ~ ~~~~
6
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Examples of these are forgotten passwords, downed servers, software
installation requests, media equipment or room sign-ups, and training class sign-
ups.
In addition to our own escalation levels, some of our clients have set up certain
“Urgency Levels.” PA1 is happy to accommodate any urgency protocols you require.
An example of a four level urgency protocol is listed in the Appendix to this
document,
Success can be measured by many metrics, and PA1 uses several criteria for
determining success for a client. One common measurement is our ratio of calls
answered at level 1 or 2, which do not require involvement by your team, against
level 3 calls that are diagnosed and sent back to you. We are proud of our global
statistics and have included a recent Pie chart of these in the Appendix.
NOTE: When comparing these statistics to other vendors, be aware that we include
our follow-up calls in one chart, and level 4 calls in BOTH charts. Removing these
from the formula would dramatically improve our level 1 and 2 ratios. Most other
companies do not handle follow-up calls or requests, so they are not reflected in
their report statistics.
Issue: Help Desk staffing levels
As with any business, maintaining the proper amount of staff and resources is critical.
PA1 has developed a scaleable resource model that grows with our customer base. We
staff our lntelliCenter with the appropriate number of technicians to achieve the
following objectives under normal (standard) business conditions:
0 A live technician answers all calls (during business hours) within 1-3 rings.
0 PA1 does not use hold queues or other technologies to buffer call traffic.
Should call traffic exceed the capacity of our help desk team, a backup team of PA1
employees will field calls until traffic returns to normal.
0 Quality of service is paramount to PAL We have developed our resource model to
monitor “quality of service indicators” very closely. PA1 management regularly
reviews this information to properly balance lntellicenter resources.
Issue: Knowledge level of Help Desk and how you maintain and advance their
PA1 is a service provider with an exclusive focus on providing help desk services.
Toward that end, we have developed an intimate understanding of the skills and
knowledge sets required to produce the highest quality of service possible. The
knowledge
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following points outline PAl’s commitment to quality of service through an ongoing,
organized, multi-purpose program.
0 We believe that excellent service delivery starts with excellent personnel. We have
developed a rigorous hiring process that helps us to place properly equipped people
into the tough job assignment of the help desk technician. Specifically, each PA1
technician must possess the following to be considered:
J A true passion for computers
J Strong team player attitude
J Strong interpersonal skills
J Excellent customer service and communication skills
J A professional demeanor
J Relevant past job experience
J Fit well into our entrepreneurial organization
0 PA1 has developed an extensive 2-6 month training program for new hires. During
the training period new hires train in each of the categories listed below.
J Technical Knowledge
J Customer service and solid communication skills
J Specific knowledge about assigned customers protocols and profiles
J Specific knowledge about PA1 operations and procedures
New personnel must be able to demonstrate acceptable skill levels in each prior to
“going live” on the help desk.
0 PAl’s employee retention is very high, and we are able to consistently minimize
turnover. We accomplish this by:
J Running a highly entrepreneurial company with corresponding management
J Running a relatively “flat” management organization
J Providing a strong career track within PA1
J Competitive benefits and salary
J Maintaining a healthy “competitive” internal environment
J Promoting a work environment that is high tech and fun to work in every day.
0 Each PA1 customer is assigned an “account technician.” The responsibilities of the
account tech are to:
J Perform initial “Discovery” to build detailed customer profile. Profiles include
philosophies
information regarding applications used, customer protocols for all contingent
situations, customer configuration maps (network configurations, drive mappings,
print queues, etc.) and any other standard operating procedures. This promotes
an in-depth knowledge of our customer before we’ve even started.
J Train other PA1 technicians on the above issues.
J Enter all pertinent information into PAl’s knowledge base for other PA1
J Meet with key customer contacts on a mutually agreed upon schedule (usually
technicians to use as a reference.
every 1-2 months) to discuss service levels, planned changes in the
8
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environment, and how things are going. Once the “tech visit” has occurred, the
assigned account tech must update the knowledge base to maintain the
accuracy of information.
J Serve as a customer liaison for all customer service and technical issues.
J Review customer call statistics and call levels regularly to assure quality of
J Serve as a knowledgeable resource for other PA1 technicians internally and to
service and to seek opportunities for improvement.
educate them regarding customer specific information.
PA1 maintains all proprietary information about each customer in our online systems,
This knowledge base selves as a valuable reference tool to increase the quality of
service provided to each customer. PA1 also maintains a knowledge base for all non-
proprietary information based on actual call histories.
PA1 subscribes to many technical reference information sources for access to
advanced trouble shooting information such as application bugs, difficult “how to’s”,
etc.
Each PA1 trouble ticket that is forwarded via the InteIIiWeb that requires an onsite
resource to resolve (level 3 or level 4 call) allows the responding technician to input
exactly what was done to resolve the problem. Each resolution is automatically
emailed to the initial PA1 technician for hidher review prior to performing a customer
service follow up. This feedback loop keeps our team directly involved with the “real-
time” resolutions required to fix real problems.
Issue: Quality assurance and customer safisfaction
Quality of service and our ability to verify such sewice are our most important metrics
for long-term business success. The following information demonstrates our
commitment toward quality assurance and customer satisfaction.
0 Based on protocols established with each customer, PA1 will perform a follow-up
check with each call or trouble incident directly with the user to ensure that the
applied solution was both successful and that it fixed the problem permanently.
Customers can choose which calls or issues will be followed up either by general
protocol or call-by-call via the InfeIIiWeb.
0 PAl’s InteIIiWeb v4.0 keeps the user in the loop. Our experience is that end-users
appreciate progress and the amount of effort required to fix problems provided they
are kept informed. A lack of information produces user frustration. Depending on the
type of call, the InteIIiWeb keeps users automatically informed via email regarding
progress of events. Furthermore, at the discretion of your technicians, a final email
can be automatically generated and sent that indicates the closure status of the call
and the exact steps taken to resolve the problem.
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PAl’s lntelliweb v4.0 has been designed to provide managers with real-time data
regarding service quality ranging from the macro picture down to the specific events
associated with a certain user. This allows both the customer and PA1 to have an up-
to-the-second snapshot at any given moment in time. Myriad reports and graphs are
always available.
PAl’s account tech program is designed to identify areas for service quality
improvement. Often, while working directly with the customer, the PA1 technician will
review call statistics, user histories, call histories, etc. to identify areas of
improvement. Some customers have elected to implement a user round-table to
function as an effective interface between the end-user community and the PA1
team.
0 PA1 runs end-user customer satisfaction surveys to proactively seek insightful
information regarding the quality of service. Many of PAl’s innovative ideas have
come directly from the user community. Furthermore, because PAl’s team integrates
directly with your internal l/S team, survey information is very helpful toward
improving our relationship and the protocols currently in place. All user surveys are
approved by the customer in advance and can be distributed via hard copy or run
electronically through the WWW.
Issue: Tools you use to deliver these services
During the business years of 1996-1 998, PA1 spent considerable effort and resources to
develop a proprietary call tracking and help desk system that could be used both
internally (Intranet) and externally (Internet) for each of our IntelliCenter customers.
Simply put, it was necessary to develop such a system in order to meet our own
growing demands and also, to be flexible enough to meet the specific needs of each
customer. Furthermore, PAl’s systems feature state-of-the-art technologies that will
allow PA1 to grow into the future while maintaining a firm grip on quality of service
issues. The following information relates to PAl’s IntelliWeb version 4.x:
0 The /nte//iWeb features secure communication via the Internet. All that is required
from the customer is a commercial World Wide Web browser such as Netscape or
Internet Explorer, with 128-bit encryption ability.
0 The IntelliWeb represents a complete workflow management system that can be
used to track I/S related issues in real-time. Many customers use the system to track
non-I/S related issues as well (example = facilities issues, etc.)
0 Because of the technologies used, PAl’s lntelliWeb efficiently integrates our team,
your team and third-party vendors of your choice into a singular system. It is
accessible from anywhere at anytime.
10
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0 PA1 has developed both a robust version of the InfelliWeb for your I/S team to use
as well as an enduser client with limited functionality. Use of the enduser client is at
your discretion.
The /nte//iWeb features automated email communicalions that keeps all parties
informed of progress on open issues. There are built-in system alarms that make
sure each issue is handled within service parameters every time (based on protocols
established with customer).
0 The lnfe/liWeb is both a Help Desk and call tracking system. It will trap all data for
accurate and real-time report generation. A robust ad-hoc report generator allows
you to get just the information you need, at the push of a button.
0 Each member of your I/S team will have a queue assigned to them that will contain
only the issues that pertain to them (based on customized protocols established).
0 /nte//iWeb is completely automated and available around the clock, 365 days per
year.
Issue: Roles and responsibilities of the Help Desk and the City
Because PA1 works with many customers, we have developed a methodology that
clearly defines the roles and relationships of both PA1 and each customer. An
ambiguous understanding of this information can lead to lower customer satisfaction
and inefficient operations. Because each customer is different, PA1 develops a fully
customized workflow model for each customer and documents such information in the
customer’s profile. Please see the information listed below regarding the responsibilities
of PA1 and the responsibilities of the customer.
0 PA1 responsibilities
J Assume all end-user communications
J Successfully resolve (within service parameters) all level 1 and level 2 calls
J Properly diagnose and triage all level 3 & level 4 calls for on-site resolution
J Maintain PAl’s lntelliweb and our ability to efficiently route all level 3 and level 4
J Perform valuable QNQC functions to assure end-user satisfaction
J Perform account tech functions as listed above
J Actively partner with Customer (both user community and I/S community)
J Maintain internal PA1 environment to ensure quality service
issues to customer.
0 Customer Responsibilities
J Actively Partner with PA1
J Monitor work order queues for level 3 and level 4 work orders
J Resolve level 3 & level 4 calls
J Close level 3 & level 4 calls with PA1 (phone, fax, email or lntelliweb)
J Participate in account technician visits
11
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J Communicate planned changes or planned maintenance
J Review PA1 statistics to ensure value
Issue: Rollout strategy
One of the most critical factors for long term success for our help desk services is to set
the proper expectations with the end-user community before the program ever begins.
Toward that end, it is PAl’s desire to present our program to all end-users in a group
setting. Depending on your organization, this may occur at a company staff meeting or
in smaller groups. We will accommodate the group interface that you feel best meets
your needs. In addition, PA1 provides the following:
Workstation stickers with PA1 phone # or routed extension
Literature regarding the use of our help desk service
Access to a WWW page regarding the use of our service
PA1 is also open to contributing to an “end-user” manual that covers all user I/S
issues. However, the onus for production lies with the customer. PA1 can actively
assist with service level definitions and parameters and provide examples of other
I/S user manuals.
Issue: Access to incidences, knowledge base and reports
Traditionally, PA1 has used an internal system that was capable of producing monthly
reports for customer review. Over the course of the past year, PA1 has developed a
state-of-the-art system (IntelliWeb) that allows both PA1 and each customer to access
the same information via the Internet. This new paradigm provides each customer with
the ability to view and modify detailed information about each incident, use and modify
the knowledge base and produce myriad reports and graphs in real-time mode.
Furthermore, because PAl’s systems were developed internally, we can develop
desired features and reports for you if they don’t already exist (all customer reports and
system changes require approval from PAI).
Note: PA1 does not require customers to use the InfelliWeb. Standard communication
modes of email, fax, and telephone can be effectively used. However, it has been PAl’s
experience that all customers that have Internet access have chosen to use the
. lntelliweb without exception.
Issue: Price for Help Desk support services described
After much experimentation with various pricing models and methodologies since 1991,
PAl’s pricing is as follows:
12
0 0
?ice for the City of Carlsbad is $15 per user per month. This fee/month provides for
. .: unlimited amount of calls each month during standard business hours (7am to
dpm PST, M-F).
PA1 is planning for extended hours (up to 7/24-hour service) starting in March of
1999. Pricing for extended hours is to be determined.
0 The Start-up costs for the lnfellicenfer and InfelliWeb services to our customers
are zero! Our experience is that each PA1 client becomes a long-term customer.
Therefore, we do not implement start-up costs to shoulder risk. Furthermore, we do
not require customers to sign contracts that bind our relationship to extended
periods of time. Agreements can be accommodated for periods as short as two
months or as long as two years.
PA1 has no minimum or maximum number of calls per month.
Additional fees are none. PAl’s prices are considered to be inclusive of all help desk
related costs. Our goal is to establish and build customer relationships over the long
term with a focus on quality of service. We try to keep business issues as simple as
possible. Included with your fixed monthly price are the InfeIliCenfer help desk
service, InfelliWeb v 4.0, account tech program and a regular monthly training clinic.
Issue: Alliances with hardware and software vendors applicable to the City’s
environment
PA1 has provided help desk services since September of 1991. During the past 7+
years, we have developed a host of relationships and alliances that have allowed PA1 to
constantly improve our quality of service. It should be noted that PAl’s strongest
resources have been internally developed through training, experience and our own
service delivery models. Our external alliances have proven to be effective for reference
information or access to products for testing and/or training purposes. PA1 has
established the following partnerships and alliances:
e
0
0
0
e
0
0
0
0
Authorized Novel1 reseller
Microsoft authorized reseller
Hewlett Packard authorized reseller
Compaq authorized reseller
lngram Micro Premier V.A.R (with premier V.A.R technical support access)
North Island Federal Credit Union Partner In Qualitv
Current Member US Chamber of Commerce
Various subscriptions to technical resources (i.e. TechNet, etc.), software support
resources, technical magazines and literature, etc.
Many relationships with other vendor organizations including software development,
hardware resale, hardware maintenance, consulting services, staffing, training
organizations, etc. Each has their own associated authorizations.
13
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Issue: Y2K compliance of our systems
PA1 uses commercial, PC based LANNVAN and workstation technologies. Please find
our Y2K information under a separate cover. Furthermore, we have performed informal
tests on each system with success. PA1 is scheduled to formally test our systems during
December of 1998. Further information on compliance will be available upon
completion.
Issue: Any additional services offered
PAl’s exclusive focus as an organization is the provision of help desk related services.
Toward that end, PA1 also provides high quality application training services with unique
formats and advanced engineering services for customers that require assistance. Your
IntelliCenter contract will include a monthly visit by one of our trainers to provide half-
day training “clinics” for your users, at no additional charge.
Issue: References
~~ ~~ ~~~ ~~~
Please see appendix.
~ ~~ ~~~~~~~~~
Additional Information
The following information is being offered unsolicited and relates to risk issues
regarding the purchase of IntelliCenter services from PAI:
No start-up costs
0 Customer owns all data generated through our systems. If for any reason, the help
desk contract were terminated, PA1 would provide customer with a complete
download of all data. Also, periodic exports of customer data are also available at
customer request.
0 In addition to complying with the City’s contract, PAl’s business terms are open to
the customer’s advantage. PAl’s philosophy is simple: We want- to maintain
customers based on value, not because of a contractual obligation.
services.
lntelliWeb for a sinale price.
Furthermore, it is our exclusive service offering.
0 Fair and reasonable pricing. PAl’s pricing is inclusive for help desk related costs and
0 PAl’s help desk solution is the combined value of both the lntelliCenterand the
0 PA1 has a long-standing track record with the provision of help desk services.
0 PA1 is a local San Diego company.
-2
14
0 *
APPENDIX TO REQUEST FOR PROPOSAL
15
PArs IntelliCeRtr
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CITY PRIORITY LEVELS (Sample)
URGENT:
Impacts more than one City employee or prevents completion of commitment to
an important project or customer.
Examples: Critical systems down such as network, server, PBX.
Project team not able to complete commitment to client for
any reason.
Employee has no work around
Initial response time: 30 minutes
Submit request via: Help Desk Hot Line #555-1212
IMPORTANT:
Impacts more than one City employee or has potential to impact completion of
commitment to a City clienffcity.
Examples: Systems down that impact smaller group.
initial response time: 2 hours
Submit request via: Help Desk Hot Line #555-1212
Work around available
ROUTINE:
No impact to City clientlcity.
Examples: Certain printer issues, SNV installation, data restore (when
not critical to contract) etc.
Work around available
Initial response time: 8 hours
Submit request via: Help Desk Hot Line #555-1212
OTHER:
Cosmetic or planning related.
Examples: Requests for moves
Reservation of training rooms, video conference,
Presentation equipment.
SNV install, HA# upgrade.
Training issue, etc.
response time: One week notice is requested
Submit request via: Help Desk Hot Line #555-1212
0 0
MI
REFERENCE LISTING
Mr. Roy Cobb
Senior Data Systems Coordinator
Development Services Department
City of San Diego
1222 First Avenue, M.S. 401
San Diego, CA 92 10 1-4 154
619-236-7755
Mr. Joseph Gaspard
LAN Manager
GensiaSicor
19 Hughes
Irvine, CA 926 18- 1902
7 14-457-2838
Mr. Ken Schrieber
Vice President, Data Processing
North Island Federal Credit Union
P.O. Box 85833
2300 Boswell Rd.
Eastlake Business Park
San Diego, CA 92 186-5833
(619)-656-6525 x181
Mr. Kevin Elliot
CFO/COO
Roe1 Construction Company, Inc.
3366 Kurt Street
San Diego, CA 92 1 10
6 19-297-4 156
Mr. Hartsell Teagle Mr. Marc Biagi
Vice President, Information Technology Information Systems Manager
Mentor Corporation Stratagene Cloning Systems
5425 Hollister Avenue 1 101 1 N. Torrey Pines Road
Santa Barbara, CA 93 1 1 1 La Jolla, CA 92037
805-68 1-61 37 (619) 535-5400 x5459
Ms. Candace Apple
Information Systems Manager
Idun Pharmaceuticals
11085 N. Torrey Pines Road, #300
La Jolla, CA 92037
6 19-646-8 157
Productivity Associates. inc.
9245 Sky Park Court
Suite 100
San Diego, CA 92123
619.571.3744.
800.247.8776
fax: 619.571.5994
email: info@paisd.com
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City of Carlsbad Agreement, Exhibit “B”
Monev Back Guarantee
As part of our agreement to assure quality helpdesk services to the City
of Carisbad, PA1 agrees to a 90 day money back guarantee. If PA1 does
not perform according to the Service Level Agreement described below,
we will refund all monies paid on this 90 day agreement and terminate the
contract. The agreed upon service standards that PA1 will meet during
this period are as follows:
A. Resolve at least 50% of calls that require troubleshooting (PA1
Levels 1,2 or 3) at Level I or 2, which do not involve technicians at
the City. This figure will exclude level 4 calls, which are simply
requests that cannot be diagnosed or assisted but need to be
tracked in the IntelliWeb system.
B. Follow up on 75% of all requests, either by telephone OF
electronically via email. Any dissatisfied response from a user to
PA1 will result in an escalated service level within a 24 (business)
hour period.
If PA1 meets or exceeds the above conditions over the first 90 days, then
the City agrees that PA1 has performed satisfactorily and the 90 day trial will
be deemed a success. In this instance, the money back clause will be
deemed null and void.
In the event that PA1 does not meet the service levels described and the
City chooses to terminate PAl’s IntelliCenter agreement, PA1 will export all
City of Carisbad information gathered to date regarding helpdesk
operations to the City in a standard data format. This would include all
user, call, history, profile, protocol, configuration and knowledge-base
information. This would allow the City’s subsequent vendor of choice to
import the data with ease.
In the event that PA1 does not meet the service levels described and the
City chooses to terminate PAl’s InteIliCenter agreement, PA1 will provide its
most diligent efforts for a smooth transition of service to another provider.
PA1 will assist the City of Carlsbad in preventing any service interruption,
and assuring continuity of service through a transition should the case
arise.
Dewey Insurance Agency
7171 Azvarado Road
EAnflCATE IS ISSUED AS A MATEFI OF INF ... m CONFERS NO RIGHTS UPON THE CE HIS CERTIFICATE DOES NOT AMENO, E ERAQE AFFORDED BY THE POUClI
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DCPIRATION DATE lHpIEop. THE I3suIwa COMPANY WILL ENOEAl
111 DAYS WWlTEU NOTICE To lHE CERTmCATE HOLDER WED
City Of Carlsbad BUT FAILURE TO MAIL SUCH lloncz SHAU IYPOSE NO oamnow
1200 Carlsbad Village Drive OF AMV KtNO UPOU Tm COMPANY, ITS AoEllTs OR REPR
Carlsbad CA 92008 Av_mOwzeD~ATWE
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STATE P.O. BOX 420807, SAN FRANCISCO, CA 94142-0807 COMPENSATION
INSURANCE FUN D CERTIFICATE OF WORKERS' COMPENSATION INSURANCE.
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