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CONTRACT 3587 Professional Services Agreement CLOSED3587. , l PROFESSIONAL SERVICES AGREEMENT BETWEEN THE CITY OF EL SEGUNDO AND KUPCHIN TRAINING ASSOCIATES This AGREEMENT is entered into this l Ot" day of April 2006, by and between the CITY OF EL SEGUNDO, a municipal corporation and general law city ( "CITY ") and KUPCHIN TRAINING ASSOCIATES a sole proprietorship ( "CONSULTANT "). 1. CONSIDERATION. A. As partial consideration, CONSULTANT agrees to perform the work listed in the SCOPE OF SERVICES, below; B. As additional consideration, CONSULTANT and CITY agree to abide by the terms and conditions contained in this Agreement; C. As additional consideration, CITY agrees to pay CONSULTANT a sum not to exceed twenty -two thousand four hundred dollars ($22,400) for CONSULTANT's services. CITY may modify this amount as set forth below. Unless otherwise specified by written amendment to this Agreement, CITY will pay this sum as specified in the attached Exhibit "A," which is incorporated by reference. 2. SCOPE OF SERVICES. A. CONSULTANT will perform services listed in the attached Exhibit "A," which is incorporated by reference. B. CONSULTANT will, in a professional manner, furnish all of the labor, technical, administrative, professional and other personnel, all supplies and materials, equipment, printing, vehicles, transportation, office space and facilities, and all tests, testing and analyses, calculation, and all other means whatsoever, except as herein otherwise expressly specified to be furnished by CITY, necessary or proper to perform and complete the work and provide the professional services required of CONSULTANT by this Agreement. 3. PERFORMANCE STANDARDS. While performing this Agreement, CONSULTANT will use the appropriate generally accepted professional standards of practice existing at the time of performance utilized by persons engaged in providing similar services. CITY will continuously monitor CONSULTANT's services. CITY will notify CONSULTANT of any deficiencies and CONSULTANT will have fifteen (15) days after such notification to cure any shortcomings to CITY's satisfaction. Costs associated with curing the deficiencies will be borne by CONSULTANT. -1- 3587 • .. 8. TERM. The term of this Agreement will be for one (1) year. Unless otherwise determined by written amendment between the parties, this Agreement will terminate in the following instances: A. Completion of the work specified in Exhibit "A "; B. Termination as stated in Section 16. 9. TIME FOR PERFORMANCE, A. CONSULTANT will not perform any work under this Agreement until: i. CONSULTANT furnishes proof of insurance as required under Section 23 of this Agreement; and ii. CITY gives CONSULTANT a written notice to proceed. B. Should CONSULTANT begin work on any phase in advance of receiving written authorization to proceed, any such professional services are at CONSULTANT's own risk. 10. TIME EXTENSIONS. Should CONSULTANT be delayed by causes beyond CONSULTANT's control, CITY may grant a time extension for the completion of the contracted services. If delay occurs, CONSULTANT must notify the Manager within forty -eight hours (48 hours), in writing, of the cause and the extent of the delay and how such delay interferes with the Agreement's schedule. The Manager will extend the completion time, when appropriate, for the completion of the contracted services. 11. CONSISTENCY. In interpreting this Agreement and resolving any ambiguities, the main body of this Agreement takes precedence over the attached Exhibit; this Agreement supersedes any conflicting provisions. A. Exhibit A: Scope of Work 12. CHANGES. CITY may order changes in the services within the general scope of this Agreement, consisting of additions, deletions, or other revisions, and the contract sum and the contract time will be adjusted accordingly. All such changes must be authorized in writing, executed by CONSULTANT and CITY. The cost or credit to CITY resulting from changes in the services will be determined in accordance with written agreement between the parties. 13. TAXPAYER IDENTIFICATION NUMBER. CONSULTANT will provide CITY with a Taxpayer Identification Number. 14. PERMITS AND LICENSES. CONSULTANT, at its sole expense, will obtain and maintain during the term of this Agreement, all necessary permits, licenses, and certificates that may be required in connection with the performance of services under this Agreement. -3- 5 ffe ie!"M M—M *JMlwlW.,vMm=- Ml owwl Em MOMO :.sum ­­0 . .... ......... . .......... . ...... ........... LT I AMP, MR�_ M­ _eHMMEM NOW f.IPNW r W. MOWN 'A I I A ............... . MM M—M *JMlwlW.,vMm=- Ml owwl :.sum ............ M . .......... . ...... ........... LT I AMP, MR�_ M­ _eHMMEM NOW f.IPNW r W. 'A I I A Lq- MU W.. MM M—M *JMlwlW.,vMm=- Ml :.sum ............ . .......... . ...... . ......... . .......... _eHMMEM NOW r W. I I A Lq- MU W.. MM M—M *JMlwlW.,vMm=- Ml :.sum ............ . .......... . ...... . ......... . .......... NOW -587, , •L • .7. ON E. CONSULTANT will furnish to CITY duly authenticated Certificates of Insurance evidencing maintenance of the insurance required under this Agreement and such other evidence of insurance or copies of policies as may be reasonably required by CITY from time to time. Insurance must be placed with insurers with a current A.M. Best Company Rating equivalent to at least a Rating of "A:VII." F. Should CONSULTANT, for any reason, fail to obtain and maintain the insurance required by this Agreement, CITY may obtain such coverage at CONSULTANT's expense and deduct the cost of such insurance from payments due to CONSULTANT under this Agreement or terminate pursuant to Section 16. 24. USE OF SUBCONTRACTORS. CONSULTANT must obtain CITY's prior written approval to use any consultants while performing any portion of this Agreement. Such approval must approve of the proposed consultant and the terms of compensation. 25. INCIDENTAL TASKS. CONSULTANT will meet with CITY monthly to provide the status on the project, which will include a schedule update and a short narrative description of progress during the past month for each major task, a description of the work remaining and a description of the work to be done before the next schedule update. 26. NOTICES. All communications to either party by the other party will be deemed made when received by such party at its respective name and address as follows: If to CONSULTANT: Kupchin Training Associates P.O. Box 14611 Long Beach, CA 90803 Attention: Neil Kupchin -7- If to CITY: City of El Segundo 350 Main Street El Segundo, CA Attention: Jeff Stewart, City Manager M VOL M9 .. .. M men Imp .. • .7. ON E. CONSULTANT will furnish to CITY duly authenticated Certificates of Insurance evidencing maintenance of the insurance required under this Agreement and such other evidence of insurance or copies of policies as may be reasonably required by CITY from time to time. Insurance must be placed with insurers with a current A.M. Best Company Rating equivalent to at least a Rating of "A:VII." F. Should CONSULTANT, for any reason, fail to obtain and maintain the insurance required by this Agreement, CITY may obtain such coverage at CONSULTANT's expense and deduct the cost of such insurance from payments due to CONSULTANT under this Agreement or terminate pursuant to Section 16. 24. USE OF SUBCONTRACTORS. CONSULTANT must obtain CITY's prior written approval to use any consultants while performing any portion of this Agreement. Such approval must approve of the proposed consultant and the terms of compensation. 25. INCIDENTAL TASKS. CONSULTANT will meet with CITY monthly to provide the status on the project, which will include a schedule update and a short narrative description of progress during the past month for each major task, a description of the work remaining and a description of the work to be done before the next schedule update. 26. NOTICES. All communications to either party by the other party will be deemed made when received by such party at its respective name and address as follows: If to CONSULTANT: Kupchin Training Associates P.O. Box 14611 Long Beach, CA 90803 Attention: Neil Kupchin -7- If to CITY: City of El Segundo 350 Main Street El Segundo, CA Attention: Jeff Stewart, City Manager 3587.., engage in the actions described herein. This Agreement may be modified by written amendment. CITY's executive manager, or designee, may execute any such amendment on behalf of CITY. 36. ACCEPTANCE OF FACSIMILE SIGNATURES. The Parties agree that this Agreement, agreements ancillary to this Agreement, and related documents to be entered into in connection with this Agreement will be considered signed when the signature of a party is delivered by facsimile transmission. Such facsimile signature will be treated in all respects as having the same effect as an original signature. 37. CAPTIONS. The captions of the paragraphs of this Agreement are for convenience of reference only and will not affect the interpretation of this Agreement. 38. TIME IS OF ESSENCE. Time is of the essence for each and every provision of this Agreement. 39. FORCE MAJEURE. Should performance of this Agreement be prevented due to fire, flood, explosion, acts of terrorism, war, embargo, government action, civil or military authority, the natural elements, or other similar causes beyond the Parties' reasonable control, then the Agreement will immediately terminate without obligation of either party to the other. 40. STATEMENT OF EXPERIENCE. By executing this Agreement, CONSULTANT represents that it has demonstrated trustworthiness and possesses the quality, fitness and capacity to perform the Agreement in a manner satisfactory to CITY. CONSULTANT represents that its financial resources, surety and insurance experience, service experience, completion ability, personnel, current workload, experience in dealing with private consultants, and experience in dealing with public agencies all suggest that CONSULTANT is capable of performing the proposed contract and has a demonstrated capacity to deal fairly and effectivey with and to satisfy a public CITY. [Signatures on next page] In Exhibit "A" Scope of Services and Consideration General Scope: 1.0 — SPECIFICATIONS 1.01 Objectives: 3587�...1i It is the City Council's and city management team's objective to build and sustain an organization that delivers superior customer service. The primary objective of this contract is to develop a city -wide customized training program designed to improve the quality of service being provided to all external and internal customers of the City of El Segundo. Through a series of meetings, on the job observations and customization of a one -day training program, managers, supervisors and employees will be provided with the customer service and communication skills needed to present a positive, helpful and professional image to all customers. 1.02 Major Goals: • Assessment of current customer service effectiveness • Discussion of importance of providing effective service in El Segundo • Defining and using techniques for presenting a helpful and positive image • Utilization of active listening skills to assist customers • Presenting a pleasant and helpful telephone personality • Working the counter customer successfully — competence and attitude • Meeting and dealing with customers in the field • Promoting consistency and uniformity throughout the city • Generating customer service standards to be used to assess performance 1.03 Project Phasing To design and present customized training programs that will meet the specific needs of all participants, the following process is proposed. Phase I: Meeting with Management Team, Observations /Interviews, Customize Training • Meet with Management Team to discuss customer service, strengths, developmental areas, garner support for cultural change in this area, role of managers and supervisors in supporting customer service efforts -11- s587, • s Phase III: Post training performance standards to be used to evaluate on -going customer service performance • Formulation of performance standards for yearly performance evaluations • Meeting with Management Team to discuss issues arising out of training • Recommendations to management on methods for reinforcing training and on the job performance 2.0 — METHODOLOGY: 2.01 Phase I includes meeting with the management team, direct observations of the workplace, and interviews with supervisors and random employees. These sessions and times will be scheduled to maximize use of time and be cost effective. 2.02 Phase II includes the actual training. The number of sessions needed will be determined by the City of El Segundo and scheduled in advance. A wide variety of methods of presentation will be utilized. These include experiential exercises, case studies, group discussion and break out teams. A major goal of the program is to improve Customer Service across the board, throughout the city. A significant by- product of the training will be an improved sense of teamwork and consistency throughout the departments and the city. 2.03 Phase III includes meeting with the Management Team and providing written feedback on the training. This feedback will include observations, recommendations for reinforcing customer service oriented behaviors, how to monitor performance and the creation of performance standards to be used to evaluate customer service performance. 3.0 MATERIALS: 3.01 Each participant in the training sessions will receive a workbook including a Session Outline, Session Objectives, and approximately twenty -five (25) pages of printed hand -out materials, exercises and examples. Materials will be supplied by the Consultant as part of the training for the designated participants. Each training session will include from 18 -24 participants, with 18 being the optimal number for effective training and interaction. 4.0 TIMEFRAMES: 4.01 The City of El Segundo and the Consultant will agree on mutually convenient times and dates for all meetings, observations, interviews and training. Consultant recommends scheduling meeting with Management Team and job observations on the same day. Interviews with supervisors and employees would be scheduled on a separate day. One and one -half days would be used to customize the training, and half a day for phase three follow up. Total time on this project would be four days total for pre and post training activities and four or five days of training, based on city needs. The one -day training program is usually presented from 8:00 am — 4:00 pm or -13- Session Outline 3587•.,y "HOW TO DELIVER TOP QUALITY CUSTOMER SERVICE" I. Introduction — Defining Customer Service Critical Success Factors • Overview of the Outline and Objectives • Defining Critical Success Factors - "In order to provide Top Quality Customer Service, we need to..." II. Presenting a Positive and Helpful Customer Service Image . Four C's of Customer Service: Courtesy /Caring /Competence /Customer • Customer Service Definitions: You Are The City of El Segundo . 21 Ways to Provide Positive Customer Service . What External and Internal Customers Want & Don't Want III. Courteous & Caring Customer Service Language • Using Positive, Helpful and Friendly Language • Techniques and Behaviors Needed at the Counter with the Public • Positive Telephone Techniques /Critically Important Opening & Closings • Greetings, Identification, Name and Offer of Help IV. Active Listening Techniques & Communication Barriers • Common Barriers to Effective Communication and Customer Service • Six Active Listening Techniques /On The Job Situations • Paraphrasing /Summarizing /Reflecting Feelings /Accepting /Clarifying/ Questioning • The Importance of Words, Tone of Voice and Body Language V. Working Effectively With Citizens and Internal Customers • How To Give Instructions and Explanations • Words and Phrases Not to Be Used With Customers • Ways to Avoid Customer Complaints • Five Step Problem Solving Process • Problem Solving Real City of El Segundo Customer Service Issues VI. Summary and Review • Review of Key Concepts and Strategies • The Customer Service Team Contract: We Commit To... -15-