HomeMy WebLinkAbout2000-08-15; City Council; 15870; Agreement With Productivity Associates* .
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CITY OF CARLSBAD - AGENDA BILL
4B# $i:bTO TITLE: RATIFICATION OF EXTENSION AND
MTG. &16-m AMENDMENT TO AN
AGREEMENT WITH PRODUCTIVITY ASSOCIATES
DEPT. IT FOR HELP DESK SERVICES CITY MGR.%@ 1
RECOMMENDED ACTION:
Adopt Resolution No. 2abb-%7approving the Ratification of Extension and Amendment No. 1 to
the agreement with Productivity Associates, Inc. for help desk services.
ITEM EXPLANATION:
On June 8, 1999, the City entered into an agreement with Productivity Associates for a six month
pilot program to provide technology help desk services. This original agreement extended six
months from the date of origination, and had provisions for contract extension by the City Manager
for three (3) additional one (1) year periods or parts thereof based upon review of satisfactory
performance and the City’s needs. The agreement also included the provision that the parties
involved (the City and Productivity Associates, Inc.) would prepare extensions in writing indicating
any mutually agreed to changes including effective date, length of the extension and revised
pricing.
Based on city wide customer service satisfaction surveys as well as technical review by
Information Technology department management, the pilot help desk program initiated February of
2000 has been quite successful.
Productivity Associates, Inc has provided the City with a toll free phone number for city staff to call
for all voice and data technical assistance. The help desk, known to City staff as #7500 (the
extension they dial to reach Productivity Associates) solves “how to” and “better way” questions for
standard City desktop applications, phones and voice mail. Those calls that cannot be resolved
over the phone are routed back to the City Information Systems staff for resolution.
Through Productivity Associate’s secure internet based call tracking system the following
predefined metrics are tracked with each call: (1) details of the challenge or request, (2) person
calling, (3) time of call, (4) date of call, (5) duration of events and (6) the details of resolution.
Using an internet connection City Information Systems staff are able to open, close and track work
orders while at any location. In addition to assisting City staff with “how to” questions and providing
Information Systems with a robust and flexible call tracking system; it also provides access to a
knowledge base application able to assist in problem resolution. This readily available technical
reference can reduce the amount of time required to resolve more complex issues, as well as
provide an excellent source of information for training of new staff.
During this six month help desk pilot program the City’s call volume to the vendor was three times
greater than expected. In addition, the number of employees calling the help desk increased from
the estimated 400 to 477. The increased call volume and number of callers required Productivity
Associates to hire additional staff in order to maintain the service level agreements as defined in
the original scope of work. While negotiating the revised pricing for the contract extension,
Productivity Associates, Inc. has continued to provide help desk services.
This amendment will increase the spending limit of the agreement from $30,000 for the six-month
pilot program, to a not-to-exceed amount of $126,000 per contract year. The actual per
seat/computer per month costs increases from $15 to $22 per seat. In addition, the agreement
authorizes three consecutive one-year extensions based on the City’s needs. If all extensions are
used, the agreement will expire December 8,2002. Funds necessary to cover these expenses are
available in the Information Technology’s 2000-2001 budget.
EXHIBITS:
1. Resolution No. &%&%7approving the Ratification of Extension and Amendment No. 1 to
an agreement with Productivity Associates, Inc. for contracting of help desk services.
2. Ratification of Extension and Amendment No. 1 to the Agreement for help desk services with
Productivity Associates, Inc.
3. Agreement with Productivity Associates, Inc for help desk services dated June 8, 1999.
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RESOLUTION NO. 2000-267
RESOLUTION OF THE CITY COUNCIL OF THE CITY OF
CARLSBAD, CALIFORNIA, APPROVING THE RATIFICATION OF
EXTENSION AND AMENDMENT NO. 1 WITH PRODUCTIVITY
ASSOCIATES FOR HELP DESK SERVICES.
WHEREAS, Information Technology Department has planned and
budgeted to continue contracted technology help desk services; and
WHEREAS, the initial agreement, dated June 8, 1999 with
Productivity Associates, Inc. identified a scope of work to provide City of Carlsbad
staff with voice, data and technical assistance through quality help desk services
in an amount not to exceed $30,000 for a six month pilot program; and
WHEREAS, the past history with Productivity Associates, Inc. has
been professional and technically beneficial for the City staff, the Information
Technology Department desires to continue the agreement with Productivity
Associates; and
WHEREAS, there is a need to increase the amount of the agreement
in order to leave the pilot program initiated in February of this year and enter into
a standard yearly agreement; and
WHEREAS, due to a much higher than expected help desk call
volume and increased number of callers, there is a need to revise and increase
the pricing structure of the agreement; and
WHEREAS, sufficient funds are available in the Information
Technology Department budget.
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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 the Ratification of
Extension and Amendment No. 1 to the agreement between the City of Carlsbad
and Productivity Associates, Inc. for technology help desk services, a copy of
which is attached as Exhibit A.
3. That the fees and compensation for said services shall not
exceed $126,000 per contract year and shall be as described in the contract
between the City of Carlsbad and Productivity Associates, Inc.
PASSED, APPROVED AND ADOPTED at a regular meeting of the
City Council on the Eday of August , 2000, by the following vote, to wit:
AYES:Council Members Lewis, Hall, Nygaard, and Kulchin.
NOES: None.
ABSENT: Council Member
ATTEST:
Mayor
City Clerk (SEAL) .
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RATIFICATION OF EXTENSION AND AMENDMENT NO. 1 TO AGREEMENT FOR HELP
DESK SERVICES
PRODUCTIVITY ASSOCIATES, INC. (PAI)
This Ratification of Extension and Amendment No. 1 is entered into the 17TH
day of Auqust , c@@ but effective as of the eight day of December, 1999,
ratifying the extension and amending the agreement dated June 8, 1999 (the “Agreement) by
and between the City of Carlsbad, a municipal corporation, hereinafter referred to as “City” and
Productivity Associates Inc., (PAI, a corporation), hereinafter referred to as, “Contractor” for help
desk services.
REClTALS
WHEREAS, the Agreement expired on December 8, 1999 and the Contractor
continued to work on needed services without benefit of agreement; and
WHEREAS, the City and Contractor desire to ratify the extension of the term of
the Agreement for a period of one (1) year ending on December 8,200O; and
WHEREAS, a fee schedule has been negotiated and agreed to between the
parties and is attached hereto and incorporated herein by reference as Exhibit “A” Fee
Schedule.
NOW, THEREFORE, in consideration of these recitals and the mutual covenants
contained herein, City and Contractor hereby agree as follows:
1. The retroactive extension and amendment of the Agreement is ratified.
2. The term of the Agreement shall end on December 8,200O.
3. City shall pay Contractor for all work associated with Paragraph 1 above, not-
to-exceed $ 126,000 per contract year. Contractor shall provide City, on a monthly basis, copies
of invoices sufficiently detailed to include hours performed, hourly rates, and related activities
and costs for approval by City.
4. All other provisions of the Agreement and any amendments thereto shall
remain in full force and effect.
02/04/00
5. All requisite insurance policies to be maintained by the Contractor pursuant to
the Agreement and any amendments thereto shall be extended to include coverage for the
extension period.
Acknowledged and Accepted:
CONTRACTOR:
2 &?t&dj-iuci-L~ fiSSocrF$$5, z&c-
(name of Contra&or) I
(print name/title)
By:
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(prG?ameltitle)
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ATTEST:
Ah%
&F&AI& M. WOOD
City Clerk
Auqust 17, 2000
DATE
(Proper notarial acknowledgment of execution by Contractor must be attached.
Chairman, president or vice-president and secretary, assistant secretary, CFO or assistant treasurer
must sign for corporations. Otherwise, the corporation must attach a resolution certified by the secretary
or assistant secretary under corporate seal empowering the officer(s) signing to bind the corporation.)
APPROVED AS TO FORM:
02/04/00
EXHIBIT A, FEE SCHEDULE
As of August 1,2000, the agreement between PAI and The City of Carlsbad shall
be amended as follows:
The price of IntelliCenter support shall be $22.01 per person, per month, for 477 persons.
The amount for work associated with this agreement is not-to-exceed $126,000 per
contact year. This amount shall be renegotiable quarterly, by either party. This new rate
shall be effective as of August 1,200O.
No other changes are made or agreed to from the original contract.
State of California
County of 5L0 P+ >
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On TA& ofl , before me, r/k/d> m/H& ’ - ti+y %dA’C ,
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and and official seal.
Signature of Notaty Public
OPTIONAL
Though the information below is not required by law, it may prove valuable to persons relying on the document
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Description of Attached Document
Title or Type of Document: &C;j/f&k # 4 I!% ge+?Slkv ad /41/@&k 9
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0 1997 National Notary Asswatiin ~9350 De Soto Ave., PO Box 2402 - Chatsworth, CA 91313.2402 Prod. No. 5907 Reorder: Call Toll-Free 1-600-676-6627
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OPTIONAL
Though the information below is not required by law, it may prove valuable to persons relying on the document
and could prevent fraudulent removal and reattachment of this fom, to another document.
Description of Attached Document
Title or Type of Document: ,& A&;rq H& U.g &*flsNkfl csrsrd /&iL~L,~
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0 1997 National Notary Association * 9350 De Soto Ave , P.O. Box 2402 - Chatsworth, CA 91313-2402 Prod. No. 5907 Reorder: Call Toll-Free 1-600-676-6627
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CITY OF CARLSBAD - AGENDA BILL L!J
I 1 AB# +749 DEPT HD.
MTG. (0 - (a-sq TITLE: CONTRACT FOR HELP DESK SERVICES 2% CITYATTY CL *
DEPT. INFOSYS CITY MGR=
RECOMMENDED ACTION:
Adopt Resolution No. 94-20fauthorizing the Mayor to execute a contract for help desk services
with Productivity Associates, Inc.
ITEM EXPLANATION:
Over the years Information Systems has had difficulty providing timely “help desk” type response
to users questions regarding application use. We are not able to dedicate one or more staff to
field these calls from users requesting support. More often than not, the calls go into voice mail and the call is returned later. The calls are often “how to” or “better way” questions that would
provide the greatest benefit if they we answered right then. Not only are we not able to provide
this needed service to the users, Information Systems is unable to do any call tracking. We have
not idea how many calls, the nature of the problem and how much time it took to resolve. We
pretty much jump from issue to issue as fast as possible.
As a result of the ineffective work process, during the FY 98-99 budget process Information
Systems investigated various methods to improve end user support and provide measures to
track what we do and how well we do it. The solution is to have a call center or help desk to answer all calls, solve what can be over the phone or assign some one to go touch the problem,
track each from beginning to resolution and do follow-up on customer satisfaction. Having a
central place to call would provide the users with the needed answers to their questions, thus
improving their effectiveness, cut down on the calls to other Information Systems technical staff,
allowing them work in a more proactive and orderly and provide data with which to measure our
performance.
Now the decision becomes do we build this call center in house or contract out for these services.
Considering the up front costs of building an internal help desk work space, staff, equipment and
software, and not truly knowing the value of such a service, this seemed a likely service to
outsource, at least initially.
As part of the budget for FY 1998-99, Information Systems planned for and budgeted to conduct a
pilot for outsourced help desk services. Bids were sent to five vendors for help desk services,
Inacom, Entex, Technology Integration Group, Compucom and Productivity Associates. Information Systems staff reviewed the proposals and selected Productivity Associates, Inc. as
the vendor best able to provide the services required.
This service is designed to provide a toll free phone number for users citywide to call for all voice
and data technical assistance. The help desk will solve “how to’ and “better way” questions for
standard City desktop applications, phones and voice mail. Those cells that cannot resolved over
the phone will be routed back to the City or to selected outside vendors for resolution. 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. Secure Internet access to the City’s account
for purposes of opening, closing and tracking work orders; and to access the City’s knowledge
base to assist in problem resolution. The Contractor will provide the City’s Information Systems
Department and selected users.
a0N mu9
FISCAL IMPACT:
The contract cost for help desk services is $15.00 per seat per month or $6,000 a month for 400
computers in use citywide. $30,000 was budgeted in the Information System’s 1998-99 Professional Services account to cover the citywide help desk pilot.
EXHIBITS:
1. Resolution No. qq-s$uthorizing the Mayor to execute a contract for help desk services with
Productivity Associates, Inc.
2. Contract with Productivity Associates, Inc. for help desk services.
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RESOLUTION NO. 99-209
RESOLUTION OF THE CITY COUNClL OF THE CITY OF
CARLSBAD, CALIFORNIA, AUTHORlZlNG THE MAYOR TO
EXECUTE A CONTRACT FOR HELP DESK SERVICES WITH PRODUCTIVITY ASSOCIATES, INC..
WHEREAS, Information Systems has planned and budgeted to
acquire contracted technical help desk services; and
WHEREAS, the City Council recognises 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 $15 per seat/computer per month for each computer covered.
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PASSED, APPROVED AND ADOPTED at a regular meeting of the
City Council on the & day of A, 1999, by the following vote, to wit:
AYESCouncil Members Lewis, Nxgaard, Finnila, Hall & Kulchin
NOES: None
ABSENT: None
Mayor
AnEST:
City Clerk
KAREN R. KUNDTZ, Assistant City Clerk
(SEW
AGREEMENT
THIS AGREEMENT is made and entered into as df the day of 8 th
June , 192, by and between the CITY OF CARLSBAD, a municipal
corporation, hereinafter referred to as “City”, and Productivity Associates, Inc. (PAI), a
Help Desk services provider, hereinafter referred to as “Contractor.”
City requires the sewices 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’S8
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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rev. 2/26/99
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 emails 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 3ti party maintenance vendors for break/fix issues.
3. PROGRESS AND COMPLETIOR
The work under this contract will begin within ten (10) 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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rev. U26199
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. m
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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rev. 2126199
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 agreetint.
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.
IO. NONDISCRIMINATION CLAUSl(
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 fwe (5) working days to deliver said
documents owned by the City and all work in progress to the Information Systems
rev. 2/26/99
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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rev. 2/26/99
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. f b!l (Initial)
The provisions of Carisbad 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. ’ lb!!!t Initial)
13. JURISDICTIOY
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.
rev. 2/26/99
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.
rev. U26199
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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 wo~I+ 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 Carfsbad 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. Afl
The Contractor shall not assign this contract or any part thereof or any monies
due thereunder without the prior written consent of the City.
rev. 2/26/99
-8 -
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. Pm
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. V A 1
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
-9 -
rev. 2126199
i
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 . .
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. :
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.
-lo-
rev. 2/26/99
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:
1. Comprehensive General Liability Insurance. $1 ,OOO,OOO 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 ,OOO,OOO 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 ,OOO,OOO per accident for bodily injury.
8. 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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rev. 2/26/99
1. The City shall be named as an additional insured on all policies
excluding Workers’ Compensation.
2. The Contractor shall furnish certifitites 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 sewices 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
rev. 2/26/99
-12 -
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 intemet
technologies, the Contractor cannot guarantee the ultimate security of such information
due to the public nature of the intemet 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 intemet
communications with the Contractor.
rev. U26199
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a3
30. m
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 the’contractor in connection with
the foregoing are as follows:
For City: Title
Name
Address
For Contractor: Title
Name
Address
ArchitectlLicense Number:
Architect/License Number:
31. BUSINESS LICENSE
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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rev. 2/26/99
writing executed by the party against which enforcement of such amendment, waiver or
discharge is sought.
Executed by Contractor this s r oL(- day of & y I ,1999.
CONTRACTOR:
j%h&& &?L<,/Fp5, j&2
(name of Contractor)
Al-TEST:
..- r9
’ t@NKRANZ . . __ . .-. . ._. __ ‘--, City Cl&k
(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 Assistant City Attorney
rev. U26199
NCXNAL ACKhDWLEDGIENIENT
I 000049 SWE Of cAlmR!w . . . . couMvoFwc(Eeo
Cl peml)ykwwntome:
;Q lZJfCWdtO~OfltheWOfsonsfoctory0vldW: Cd D- 4’c #cl SC 39v6
rR lx tQ c23473~~7 h... 1. to 03 the pason~ whose name& Is/am z4.&6ca to the bvlthln IrWummt
tat-$ cda-toW~ to me ttd hwskkhey executed lhe same In his/har/thelt
aulhorked m, and ttlat by hi9hNttMr signabe& 017 Ehe iMun0d 8
the personu or the onltly upan b&a&f of wtJch lhe pasx& acted executed
the il-dumeti.
*ul S.Idrisi,~~~'
SEAL.
OocuMENr I.& ‘4: R m - WESS: (r#ml
Prepared For:
THE CITY OF
CARLSBAD
1200 Carlsbad Village Drive
Carlsbad, California 92008
December 2,1998
Prepared By:
Productivity Associates, Inc.
9245 Sky Park Cqurt, Suite 100
San Diego, California 92123
Notice
Thisprqmaiisinteaded~theatyofCaplsbadUmlerno . Qzsisdlis pIllpodorauy~nuation-witllintobedistrihdedorcomm~ outsi&oftheCityofCari~wi~thee~~pennissioaof -ty Atsociates, Inc.
INTRODUCTION . . . ..*....................................................................................................... 3
ENVIRONMENT AT THE CITY OF CARLSBAD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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 additional services offered ................................................................................................................ 14
Issue: References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................ 14
Additional Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .............. 14
APPENDIX TO REQUEST FOR PROPOSAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
2
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 /ntel/iCenter and its lntel/iWeb Internet tool, helps busy I/S
managers recover valuable time, reduce labor costs and enhance enduser support in
their organizations. The /nte//iCenterservice provides an inexpensive but intelligent
help desk solution and call center to each customer, while the lnte//iWeb 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 PAI /nte/liCenferand lnte//iWeb 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.
_.;. ,: L i j _ : ,j ,I ;>g> ,“,‘,” ,.; $ ; 2 ‘Y, > y? ? 8.< c. .+& ‘,$: ;” ,&‘,‘, I, Q.g(;;:.:j%:!.c,.i. :,:: : :::,i:,, ,
.~~:~~~~oFi~A,~~S6A~,
., , ..,:- :--:;...
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.
The Call Center should have the ability to provide application support for the City
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.
The City desires the selected Call Center vendor to learn the basics of their
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.
The City currently has no formal help desk or help desk / tracking software in place.
The City I/S staff currently supports between 300 and 400 computer/telecom
endusers at multiple locations.
3
The current City I/S staff consists of seven members, split between
desktop/network/teIecom support and UNIX / 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 4.11 servers on a Tl WAN; an HP 9000 UNIX 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 Call Center telephones. “Call
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.
PAI’s /nte//iCenter service, coupled with our unique, internally developed /nte//Web
software program, will fulfil1 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 PAI InfelliCenter is an outside service managed by the I/S manager, as an
extension of your OS 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:
l Helpdesk: Trained technicians are available during the business day to answer
computer questions. These can be anything from a simple application question (How
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.)
l Workflow Manaaement: The PAI IntelliCenter traps and tracks all the different
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 /nfe//iWeb 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
to re-assign workorders to the queues of their I/S teammates or outside vendors.
l 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 Intel//Web (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 /nte///Cenferprovides 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.
IntelliCenter Roles and Responsibilifies
Minimum
Desired
l Online access 1 Yes
0 Customer satisfaction surveys Yes
l Hot or warm transfer back to City Yes
l Extended support hours for certain users TBD
l Galls answered by a live person Yes
l Ability to provide voice support (see above description) Yes
l Ability notify users of problems (i.e. server down at City Hall) Yes
l Flexibility to customize Yes
5
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City of Carlsbad Responsibilities
l Provide call routing protocol
l Work as a team with the ‘Help Desk’ to ensure effective support
l Have staff available to solve those issues routed back
l Close those calls for which we are responsible
l Provide access to 3rd 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 Help Desk service is delivered
Routing calls to the City or to other vendors has never been faster or easier. With PAl’s
new Intel/Web 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 PAI
IntelliCenter team, in real time. When an IntelliCenter technician determines that a
problem needs to be forwarded to your staff, s/he 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.
l PAI 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 PAI IntelliCenter on the first phone call.
J Level 2 events are resolved by the PAI IntelliCenter after some research by the
PAI 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 PAI
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. PAI 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 PAI IntelliCenter before dispatching to onsite technicians or vendors.
6
Examples of these are forgotten passwords, downed servers, software
installation requests, media equipment or room sign-ups, and training class sign-
ups.
l In addition to our own escalation levels, some of our clients have set up certain
“Urgency Levels.” PAI 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.
l Success can be measured by many metrics, and PAI 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.
PAI has developed a scaleable resource model that grows with our customer base. We
staff our IntelliCenter with the appropriate number of technicians to achieve the
following objectives under normal (standard) business conditions:
A live technician answers all calls (during business hours) within 1-3 rings.
PAI 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 PAI
employees will field calls until traffic returns to normal.
Quality of service is paramount to PAI. We have developed our resource model to
monitor “quality of service indicators” very closely. PAI management regularly
reviews this information to properly balance IntelliCenter resources.
Issue: Know/edge level of Help Desk and how you maintain and advance their
knowledge
PAI 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
7
following points outline PAl’s commitment to quality of service through an ongoing,
organized, multi-purpose program.
l 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 PAI
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
4 Relevant past job experience
J Fit well into our entrepreneurial organization
l PAI 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 PAI operations and procedures
New personnel must be able to demonstrate acceptable skill levels in each prior to
“going live” on the help desk.
l 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
philosophies
J Running a relatively “flat” management organization
J Providing a strong career track within PAI
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.
l Each PAI 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
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 PAI technicians on the above issues.
J Enter all pertinent information into PAl’s knowledge base for other PAI
technicians to use as a reference.
J Meet with key customer contacts on a mutually agreed upon schedule (usually
every l-2 months) to discuss service levels, planned changes in the
8
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
service and to seek opportunities for improvement.
J Serve as a knowledgeable resource for other PAI technicians internally and to
educate them regarding customer specific information.
l PAI maintains all proprietary information about each customer in our online systems.
This knowledge base serves as a valuable reference tool to increase the quality of
service provided to each customer. PAI also maintains a knowledge base for aIf non-
proprietary information based on actual call histories.
l PAI subscribes to many technical reference information sources for access to
advanced trouble shooting information such as application bugs, difficult “how to’s”,
etc.
l Each PAI trouble ticket that is forwarded via the lnfell/We& 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 PAI technician for his/her 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: Qualify assurance and customer satisfaction
Quality of service and our ability to verify such service are our most important metrics
for long-term business success. The following information demonstrates our
commitment toward quality assurance and customer satisfaction.
l Based on protocols established with each customer, PAI 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 IntelliWeb.
l PAl’s Intel//Web ~4.0 keeps the user in the loop. Our experience is that end-users
appreciate progress and the amount of effoti required to fix problems provided they
are kept informed. A lack of information produces user frustration. Depending on the
type of call, the IntelliWeb 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.
9
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l PAl’s Intel/Web ~4.0 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 PAI to have an up-
to-the-second snapshot at any given moment in time. Myriad reports and graphs are
always available.
l PAl’s account tech program is designed to identify areas for service quality
improvement. Often, while working directly with the customer, the PAI 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 PAI
team.
l PAI runs end-user customer satisfaction surveys to proactively seek insightful
information regarding the quality of service. Many of PAI’s innovative ideas have
come directly from the user community. Furthermore, because PAl’s team integrates
directly with your internal I/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 1996-1998, PAI 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 PAI 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:
l The Intel//Web 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.
l The Intel//Web 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-l/S related issues as well (example = facilities issues, etc.)
l Because of the technologies used, PAl’s Intel//Web 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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PAI has developed both a robust version of the Intel/Web 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///Web features automated email communications 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).
The lnfe///Web 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.
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).
IntelliWeb is completely automated and available around the clock, 365 days per
year.
Issue: Roles and responsibilities of the Help Desk and the City
Because PAI works with many customers, we have developed a methodology that
clearly defines the roles and relationships of both PAI and each customer. An
ambiguous understanding of this information can lead to lower customer satisfaction
and inefficient operations. Because each customer is different, PAI 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 PAI and the responsibilities of the customer.
l PAI 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 IntelliWeb and our ability to efficiently route all level 3 and level 4
issues to customer.
J Perform valuable CIA/QC 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 PAI environment to ensure quality service
l Customer Responsibilities
J Actively Partner with PAI
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 PAI (phone, fax, email or IntelliWeb)
J Participate in account technician visits
11
J Communicate planned changes or planned maintenance
J Review PAI 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, PAI provides the following:
l Workstation stickers with PAI phone # or routed extension
l Literature regarding the use of our help desk service
l Access to a WWW page regarding the use of our service
l PAI 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. PAI can actively
assist with service level definitions and parameters and provide examples of other
I/S user manuals.
Issue: Access to incidences, know/edge base and reports
Traditionally, PAI has used an internal system that was capable of producing monthly
reports for customer review. Over the course of the past year, PAI has developed a
state-of-the-art system (Intel//Web) that allows both PAI 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: PAI does not require customers to use the IntellilMeb. 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
Intel/Web 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
l Price for the City of Carlsbad is $15 per user per month. This fee/month provides for
an unlimited amount of calls each month during standard business hours (7am to
6pm PST, M-F).
l PAI is planning for extended hours (up to 7/24-hour service) starting in March of
1999. Pricing for extended hours is to be determined.
l The Start-up costs for the /nte/liCenter and /nfe/liWeb services to our customers
are zero! Our experience is that each PAI 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.
l PAI has no minimum or maximum number of calls per month.
l 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 /ntelliCenter help desk
service, /nte/liWeb 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
PAI 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 PAI to
constantly improve our quality of service. It should be noted that PAI’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. PAI has
established the following partnerships and alliances:
l
Authorized Novell reseller
Microsoft authorized reseller
Hewlett Packard authorized reseller
Compaq authorized reseller
Ingram Micro Premier V.A.R (with premier V.A.R technical support access)
North Island Federal Credit Union Partner In Quality
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
Issue: Y2K compliance of our systems
PAI uses commercial, PC based LAN/WAN and workstation technologies. Please find
our Y2K information under a separate cover. Furthermore, we have performed informal
tests on each system with success. PAI 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, PAI also provides high quality application training services with unique
formats and advanced engineering services for customers that require assistance. Your
/nfe///Centercontract 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:
0
0
0
l
l
l
0
No start-up costs
Customer owns all data generated through our systems. If for any reason, the help
desk contract were terminated, PAI would provide customer with a complete
download of all data. Also, periodic exports of customer data are also available at
customer request.
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.
Fair and reasonable pricing. PAl’s pricing is inclusive for help desk related costs and
services.
PAl’s help desk solution is the combined value of both the /nte///Centerand the
/nte///Web for a sinale price.
PAI has a long-standing track record with the provision of help desk services.
Furthermore, it is our exclusive service offering.
PAI is a local San Diego company.
14
APPENDIX TO REQUEST FOR PROPOSAL
Yes
Q Copyrigfit Productivity Associates, Inc. 1998
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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 client/City.
Examples: Systems down that impact smaller group.
Work around available
Initial response time: 2 hours
Submit request via: Help Desk Hot Line #555-l 212
ROUTINE:
No impact to City client/City.
Examples: Certain printer issues, S/W 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.
S/W install, H/W upgrade.
Training issue, etc.
response time: One week notice is requested
Submit request via: Help Desk Hot Line #555-1212
REFERENCE LISTING
Mr. Roy Cobb
Senior Data Systems Coordinator
Development Services Department
City of San Diego
1222 Fist Avenue, M.S. 401
San Diego, CA 92101-4354
619-236-7755
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 921865833
(619)-656-6525 x181
Mr. Joseph Gaspard Mr. Kevin Elliot
LAN Manager CFO/COO
GensiaSicor Roe1 Construction Company, Inc.
19 Hughes 3366 Kurt Street
Irvine, CA 926 18- 1902 San Diego, CA 92 110
7 14-457-2838 619-297-4156
Mr. Hartsell Teagle
Vice President, Information Technology
Mentor Corporation
5425 Hollister Avenue
Santa Barbara, CA 93 111
805-681-6137
Mr. Marc Biagi
Information Systems Manager
Stratagene Cloning Systems
11011 N. Torrey Pines Road
La Jolla, CA 92037
(619) 535-5400 x5459
Ms. Candace Apple
Information Systems Manager
Idun Pharmaceuticals
11085 N. Torrey Pines Road, #3OO
La Jolla, CA 92037
619-646-8157
!?roductivitv Associates. Inc.
9245 Sl\v Park Court
Suite IO0
‘ian DieSo. CA 92123
bi7.571.37-14.
SOO.247.8776
:JX: 617.571.5374
cmai: Inlo@palsd.com
n -
b &
City of Carlsbad Agreement, Exhibit “Brr
Monev Back Guarantee
I. As part of our agreement to assure quality helpdesk services to the City
of Carlsbad, PAI agrees to a 90 day money back guarantee. If PAI 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 PAI will meet during
this period are as follows:
A. Resolve at least 50% of calls that require troubleshooting (PAI
Levels 1,2 or 3) at Level 1 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 or
electronically via email. Any dissatisfied response from a user to
PAI will result in an escalated sewice level within a 24 (business)
hour period.
If PAI meets or exceeds the above conditions over the first 90 days, then
the City agrees that PAI 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.
II. In the event that PAI does not meet the service levels described and the
City chooses to terminate PAl’s IntelliCenter agreement, PAI will export all
City of Carlsbad 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.
III. In the event that PAI does not meet the service levels described and the
City chooses to terminate PAl’s IntelliCenter agreement, PAI will provide its
most diligent efforts for a smooth transition of service to another provider.
PAI will assist the City of Carlsbad in preventing any service interruption,
and assuring continuity of service through a transition should the case
arise.