HomeMy WebLinkAbout12-167 (2) Resolution No. 12-167
RESOLUTION
AUTHORIZING EXECUTION OF AN AGREEMENT WITH
STERN CONSULTING, LLC FOR CONSULTING SERVICES IN CONNECTION
WITH THE 311 CALL CENTER PROJECT
BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF ELGIN,ILLINOIS,that
pursuant to Elgin Municipal Code Section 5.02.020B(9) the City Council hereby finds that an
exception to the requirements of the procurement ordinance is necessary and in the best interest of
the city; and
BE IT FURTHER RESOLVED that Sean R. Stegall,City Manager,and Kimberly A.Dewis,
City Clerk,be and are hereby authorized and directed to execute an agreement on behalf of the City
of Elgin with Stern Consulting,LLC for consulting services in connection with Phase 6 of the 311
Call Center Project, a copy of which is attached hereto and made a part hereof by reference.
s/David J. Kaptain
David J. Kaptain, Mayor
Presented: November 14, 2012
Adopted: November 14, 2012
Omnibus Vote: Yeas: 6 Nays: 0
Attest:
s/Kimberly Dewis
Kimberly Dewis, City Clerk
AGREEMENT
THIS AGREEMENT is made and entered into this 14 day of November, 2012, by and
between the CITY OF ELGIN, an Illinois municipal corporation (hereinafter referred to as
"CITY") and Stern Consulting, LLC, an Illinois limited liability company(hereinafter referred to
as"CONSULTANT').
WHEREAS, the CITY desires to engage the CONSULTANT to furnish certain
professional services in connection with the City's proposed 311 call center(hereinafter referred
to as the"PROJECT");and
WHEREAS, the CITY wishes to retain the CONSULTANT for additional phase 6
services for the PROJECT as hereinafter described;and
WHEREAS, the CONSULTANT represents that it has the necessary expertise and
experience to furnish such services upon the terms and conditions set forth herein below.
NOW, THEREFORE, it is hereby agreed by and between the CITY and the
CONSULTANT that the CITY does hereby retain the CONSULTANT for and in consideration
of the mutual promises and covenants contained herein, the sufficiency of which is hereby
acknowledged to perform the services relating to the PROJECT as described herein, subject to
the following terms and conditions and stipulations,to-wit:
1. SCOPE OF SERVICES
A. All work hereunder shall be performed under the direction of the City Manager of
the City, or his designee,herein after referred to as the"DIRECTOR".
B. CONSULTANT shall perform the phase 6 services for the PROJECT as outlined
in CONSULTANT'S statement of work (SOW) phase 6 dated October 17, 2012,
consisting of eight pages, a copy of which is attached hereto and made apart
hereof as Exhibit A.
2. SCHEDULE AND
A. The CONSULTANT shall initiate the work to be performed pursuant to this
Agreement upon entry into this Agreement and shall complete all of phase 6
services within twenty-eight(28)weeks.
B. The CONSULTANT will submit to the DIRECTOR monthly a status report
keyed to the project schedule. A brief narrative will be provided identifying
progress, findings and outstanding issues.
3. WORK PRODUCT
All work product prepared by the CONSULTANT pursuant hereto including, but not
limited to, reports, plans, designs, calculations, work drawings, studies, photographs,
models and recommendations shall be the property of the CITY and shall be delivered to
the CITY upon request of the DIRECTOR; provided, however, that the CONSULTANT
may retain copies of such work product for its records. CONSULTANT's execution of
this Agreement shall constitute CONSULTANT's conveyance and assignment of all
right, title and interest, including but not limited to any copyright interest, by the
CONSULTANT to the CITY of all such work product prepared by the CONSULTANT
pursuant to this Agreement. The CITY shall have the right either on its own or through
such other consultants as determined by the CITY to utilize and/or amend such work
product. Any such amendment to such work product shall be at the sole risk of the
CITY. Such work product is not intended or represented to be suitable for reuse by the
CITY on any extension to the PROJECT or on any other project, and such reuse shall be
at the sole risk of the CITY without liability or legal exposure to the CONSULTANT.
4. PAYMENTS TO THE CONSULTANT(Not to Exceed Method)
A. For the phase 6 services to be provided by the CONSULTANT pursuant to this
Agreement, the CONSULTANT shall be paid at the rate of the direct hourly rate
of personnel employed on this PROJECT, with the total fee not to exceed$74,750
regardless of the actual costs incurred by the CONSULTANT unless substantial
modifications to the scope of the work are authorized in writing pursuant to an
amendment to this Agreement executed by the parties. For the additional phase 4
services performed by the CONSULTANT for the PROJECT as described in
Exhibit A hereto, CONSULTANT shall be paid a total amount of$19,250.
B. PROJECT expenses are limited to ground transportation and meals and shall not
exceed $2,750 and are included within the above not to exceed amount of
$74,750.
C. The CITY shall make periodic payments to the CONSULTANT based upon
actual progress within thirty (30) days after receipt and approval of invoice. Said
periodic payments to the CONSULTANT shall not exceed the amounts shown in
Exhibit A, and full payments for each task shall not be made until the task is
completed and accepted by the DIRECTOR.
5. INVOICES
A. The CONSULTANT shall submit invoices in a format approved by the CITY.
Progress reports(2B above)will be included with all payment requests.
B. The CONSULTANT shall maintain records showing actual time devoted and cost
incurred. The CONSULTANT shall permit the authorized representative of the
CITY to inspect and audit all data and records of the CONSULTANT for work
-2 -
done under this Agreement. The CONSULTANT shall make these records
available at reasonable times during the Agreement period and for one (1) year
after termination of this Agreement.
6. TERMINATION OF AGREEMENT
Notwithstanding any other provision hereof, the CITY may terminate this Agreement at
any time upon fifteen (15) days prior written notice to the CONSULTANT. In the event
that this Agreement is so terminated, the CONSULTANT shall be paid for services
actually performed and reimbursable expenses actually incurred prior to termination,
except that reimbursement shall not exceed the task amounts set forth under Paragraph 4
above.
7. TERM
This Agreement shall become effective as of the date the CONSULTANT is given a
notice to proceed and, unless terminated for cause or pursuant to Paragraph 6, shall be
deemed concluded on the date the CITY determines that all of the CONSULTANT's
work under this Agreement is completed. A determination of completion shall not
constitute a waiver of any rights or claims which the CITY may have or thereafter
acquire with respect to any term or provision of this Agreement.
8. NOTICE OF CLAIM
If the CONSULTANT wishes to make a claim for additional compensation as a result of
action taken by the CITY, the CONSULTANT shall give written notice of his claim
within fifteen (15) days after occurrence of such action. No claim for additional
compensation shall be valid unless so made. Any changes in the CONSULTANT's fee
shall be valid only to the extent that such changes are included in writing signed by the
CITY and the CONSULTANT. Regardless of the decision of the DIRECTOR relative to
a claim submitted by the CONSULTANT, all work required under this Agreement as
determined by the DIRECTOR shall proceed without interruption.
9. BREACH OF CONTRACT
If either party violates or breaches any term of this Agreement, such violation or breach
shall be deemed to constitute a default, and the other party has the right to seek such
administrative,contractual or legal remedies as may be suitable to the violation or breach;
and, in addition, if either party, by reason of any default, fails within fifteen (15) days
after notice thereof by the other party to comply with the conditions of the Agreement,
the other party may terminate this Agreement. Notwithstanding the foregoing, or
anything else to the contrary in this Agreement, with the sole exception of an action to
recover the monies the CITY has agreed to pay to the CONSULTANT pursuant to
Paragraph 4 hereof, no action shall be commenced by the CONSULTANT against the
CITY for monetary damages. CONSULTANT hereby further waives any and all claims
or rights to interest on money claimed to be due pursuant to this Agreement, and waives
-3 -
any and all such rights to interest which it claims it may otherwise be entitled pursuant to
law, including, but not limited to, the Local Government Prompt Payment Act (50 ILCS
501/1, et seq.), as amended, or the Illinois Interest Act (815 ILCS 205/1, et seq.), as
amended. The parties hereto further agree that any action by the CONSULTANT arising
out of this Agreement must be filed within one year of the date the alleged cause of
action arose or the same will be time-barred. The provisions of this paragraph shall
survive any expiration,completion and/or termination of this Agreement.
10. INDEMNIFICATION
To the fullest extent permitted by law, CONSULTANT agrees to and shall indemnify,
defend and hold harmless the CITY, its officers, employees, a ents boards and
g
commissions from and against any and all claims, suits,judgments, costs, attorneys fees,
damages or other relief, including, but not limited to, workers' compensation claims, in
any way resulting from or arising out of negligent actions or omissions of the
CONSULTANT in connection herewith, including negligence or omissions of employees
or agents of the CONSULTANT arising out of the performance of this Agreement. In the
event of any action against the CITY, its officers, employees, agents, boards or
commissions,covered by the foregoing duty to indemnify,defend and hold harmless such
action shall be defended by legal counsel of the CITY's choosing. The provisions of this
paragraph shall survive any expiration,completion and/or termination of this Agreement.
11. NO PERSONAL LIABILITY
No official, director, officer, agent or employee of the CITY shall be charged personally
or held contractually liable under any term or provision of this Agreement or because of
their execution, approval or attempted execution of this Agreement.
12. INSURANCE
A. Comprehensive Liability. The CONSULTANT shall provide, pay for and
maintain in effect, during the term of this Agreement, a policy of comprehensive
general liability insurance with limits of at least $1,000,000 aggregate for bodily
injury and $1,000,000 aggregate for property damage.
The CONSULTANT shall deliver to the DIRECTOR a Certificate of Insurance
naming the CITY as additional insured. The policy shall not be modified or
terminated without thirty(30)days prior written notice to the DIRECTOR.
The Certificate of Insurance shall include the contractual obligation assumed by
the CONSULTANT under Paragraph 10 entitled"Indemnification".
This insurance shall be primary and non-contributory to any other insurance or
self-insurance programs afforded to the CITY. There shall be no endorsement or
modification of this insurance to make it excess over other available insurance.
-4-
B. Comprehensive Automobile Liability. Comprehensive Automobile Liability
Insurance covering all owned, non-owned and hired motor vehicles with limits of
not less than $500,000 per occurrence for bodily injury and/or property damage.
C. Combined Single Limit Policy. The requirements for insurance coverage for the
general liability and auto exposures may be met with a combined single limit of
$1,000,000 per occurrence subject to a$1,000,000 aggregate.
13. CONSTRUCTION MEANS, METHODS,TECHNIQUES, SEQUENCES,
PROCEDURES AND SAFETY
The CONSULTANT shall not have control over or change of and shall not be responsible
for construction means, methods,techniques, sequences or procedures, or for safety
precautions and programs in connection with the construction, unless specifically
identified in the Scope of Services.
14. NONDISCRIMINATION
In all hiring or employment made possible or resulting from this Agreement, there shall
be no discrimination against any employee or applicant for employment because of sex,
age, race, color, creed, national origin, marital status, of the presence of any sensory,
mental or physical handicap, unless based upon a bona fide occupational qualification,
and this requirement shall apply to, but not be limited to, the following: employment
advertising, layoff or termination, rates of pay or other forms of compensation and
selection for training, including apprenticeship.
No person shall be denied or subjected to discrimination in receipt of the benefit of any
services or activities made possible by or resulting from this Agreement on the grounds
of sex, race, color, creed, national origin, age except minimum age and retirement
provisions, marital status or the presence of any sensory, mental or physical handicap.
Any violation of this provision shall be considered a violation of a material provision of
this Agreement and shall be grounds for cancellation, termination or suspension, in whole
or in part, of the Agreement by the CITY.
15. ASSIGNMENT AND SUCCESSORS
This Agreement and each and every portion thereof shall be binding upon the successors
and the assigns of the parties hereto; provided, however, that no assignment shall be
made without the prior written consent of the CITY.
16. DELEGATIONS AND SUBCONTRACTORS
Any assignment, delegation or subcontracting shall be subject to all the terms, conditions
and other provisions of this Agreement and the CONSULTANT shall remain liable to the
CITY with respect to each and every item, condition and other provision hereof to the
same extent that the CONSULTANT would have been obligated if it had done the work
- 5 -
itself and no assignment, delegation or subcontract had been made. Any proposed
subcontractor shall require the CITY's advanced written approval.
17. NO CO-PARTNERSHIP OR AGENCY
This Agreement shall not be construed so as to create a partnership, joint venture,
employment or other agency relationship between the parties hereto.
18. SEVERABILITY
The parties intend and agreed that, if any paragraph, sub-paragraph, phrase, clause or
other provision of this Agreement, or any portion thereof, shall be held to be void or
otherwise unenforceable, all other portions of this Agreement shall remain in full force
and effect.
19. HEADINGS
The headings of the several paragraphs of this Agreement are inserted only as a matter of
convenience and for reference and in no way are they intended to define, limit or describe
the scope of intent of any provision of this Agreement, nor shall they be construed to
affect in any manner the terms and provisions hereof or the interpretation or construction
thereof.
20. MODIFICATION OR AMENDMENT
This Agreement and its attachments constitutes the entire Agreement of the parties on the
subject matter hereof and may not be changed, modified, discharged or extended except
by written amendment duly executed by the parties. Each party agrees that no
representations or warranties shall be binding upon the other party unless expressed in
writing herein or in a duly executed amendment hereof, or change order as herein
provided.
21. APPLICABLE LAW
This Agreement shall be deemed to have been made in, and shall be construed in
accordance with the laws of the State of Illinois. Venue for the resolution of any disputes
or the enforcement of any rights pursuant to this Agreement shall be in the Circuit Court
of Kane County, Illinois.
22. NEWS RELEASES
The CONSULTANT may not issue any news releases without prior approval from the
DIRECTOR, nor will the CONSULTANT make public proposals developed under this
Agreement without prior written approval from the DIRECTOR prior to said
documentation becoming matters of public record.
- 6 -
23. COOPERATION WITH OTHER CONSULTANTS
The CONSULTANT shall cooperate with any other consultants in the CITY's employ or
any work associated with the PROJECT.
24. INTERFERENCE WITH PUBLIC CONTRACTING
The CONSULTANT certifies hereby that it is not barred from bidding on this contract as
a result of a violation of 720 ILCS 5/33E et seq. or any similar state or federal statute
regarding bid rigging.
25. SEXUAL HARASSMENT
As a condition of this Agreement, the CONSULTANT shall have written sexual
harassment policies that include, at a minimum, the following information:
A. the illegality of sexual harassment;
B. the definition of sexual harassment under state law;
C. a description of sexual harassment,utilizing examples;
D. the vendor's internal complaint process including penalties;
E. the legal recourse, investigative and complaint process available through the
Illinois Department of Human Rights, and the Illinois Human Rights
Commission;
F. directions on how to contact the department and commission;
G. protection against retaliation as provided by Section 6-101 of the Human Rights
Act.
A copy of the policies shall be provided by CONSULTANT to the Department of Human
Rights upon request 775 ILCS 5/2-105.
26. SUBSTANCE ABUSE PROGRAM.
As a condition of this agreement, CONSULTANT shall have in place a written substance
abuse prevention program which meets or exceeds the program requirements in the
Substance Abuse Prevention Public Works Project Act at 820 ILCS 265/1 et seq. A copy
of such policy shall be provided to the City's Assistant City Manager prior to the entry
into and execution of this agreement.
- 7 -
27. WRITTEN COMMUNICATIONS
All recommendations and other communications by the CONSULTANT to the
DIRECTOR and to other participants which may affect cost or time of completion, shall
be made or confirmed in writing. The DIRECTOR may also require other
recommendations and communications by the CONSULTANT be made or confirmed in
writing.
28. NOTICES
All notices, reports and documents required under this Agreement shall be in writing and
shall be mailed by First Class Mail, postage prepaid,addressed as follows:
A. As to the CITY:
Dan Ault, Management Analyst
City of Elgin
150 Dexter Court
Elgin, Illinois 60120-5555
B. As to the CONSULTANT:
Spencer Stern, President
Stern Consulting, LLC
2318 Ridge Avenue
Evanston, Illinois 60201
29. COMPLIANCE WITH LAWS
Notwithstanding any other provision of this AGREEMENT it is expressly agreed and
understood that in connection with the performance of this AGREEMENT that the
CONSULTANT shall comply with all applicable federal, state, city and other
requirements of law, including, but not limited to, any applicable requirements regarding
prevailing wages, minimum wage, workplace safety and legal status of employees.
Without limiting the foregoing, CONSULTANT hereby certifies, represents and warrants
to the CITY that all CONSULTANT's employees and/or agents who will be providing
products and/or services with respect to this AGREEMENT shall be legal residents of the
United States. CONSULTANT shall also at its expense secure all permits and licenses,
pay all charges and fees and give all notices necessary and incident to the due and lawful
prosecution of the work, and/or the products and/or services to be provided for in this
AGREEMENT. The CITY shall have the right to audit any records in the possession or
control of the CONSULTANT to determine CONSULTANT's compliance with the
provisions of this paragraph. In the event the CITY proceeds with such an audit the
CONSULTANT shall make available to the CITY the CONSULTANT's relevant records
- 8 -
at no cost to the CITY. CONSULTANT shall pay any and all costs associated with any
such audit.
IN WITNESS WHEREOF, the parties hereto have entered into and executed this
agreement effective as of the date and year first written above.
CITY OF ELGIN:
By: el40.all, City Manage
Attest:
Ng(A4,641—'Q(
City Clerk
STERN CONSULTING, LLC:
By:
Spencer Stern, President
F:\Legal Dept\Agreement\Consultant Agreement-Stern Consulting-311 Consultants.docx
- 9 -
STERN CONSULTING
Stern Consulting 2318 Ridge Avenue
773.965.1650 Evanston, IL 60201
Statement of Work (SOW)
311 Initiative
Phase 6
October 17,2012
Mr. Dan Ault
City of Elgin
150 Dexter Court
Elgin, IL 60120
Dear Mr. Ault:
Our Understanding of Your Needs
The City of Elgin is entering Phase 6 of the 311 Initiative and has requested continuing support
from Stern Consulting. As a recap, the 311 Initiative phases are listed below:
Phase Description
l Launch Info One call center in Public Works
2 311 Business Case Assessment
3 Requirements Definition,RFP Development,
and initiating Marketing Communications
development
4 Vendor evaluation and selection
5 Contract negotiations
6 Soft launch followed by full scale deployment
of the 311 call center for the three pilot teams
This SOW captures all the key tasks and deliverables that Stern Consulting could deliver in
Phase 6 as Elgin deploys the Salesforce.com (SFDC)CRM solution, in conjunction with Unisys
as the systems integrator. The specific tasks that Stern Consulting may perform will be jointly
determined between Stern Consulting and the City of Elgin's 311 project manager, Dan Ault.
The tasks that could be completed are detailed below.
SOW Tasks
Step 1.Discovery,system design and project planning
The first action in a successful CRM implementation is to ensure that all City and vendor
resources, project goals and objectives, and potential constraints and risks are identified. In
addition, a detailed project schedule is developed which will be maintained throughout the
project. This step helps establish the foundation and governance structures that are required for a
successful project.The key tasks within this step include:
• Review project schedule
CO Stern Consulting,LLC,2012
Exhibit A
•
STERN CONSULTING
Stern Consulting 2318 Ridge Avenue
773.965.1650 Evanston, IL 60201
• Confirm resources
• Work Plan development,analysis,and tracking
• Establish governance procedures
• Define responsibilities and related timeline
• Define department stakeholders
• Review technology environment
• Review call center facility options
• Document project control mechanisms
• Conduct kick-off meeting.
The primary deliverable for this step is the agreed to project plan. During this step, Stern
Consulting will initiate the project planning in lockstep with Unisys and act as a liaison between
the City and Unisys/SFDC to ensure that the City's objectives are successfully addressed. Stern
Consulting will play an active role in resolving any issues and/or disputes between Elgin and the
Unisys/SFDC team.
Step 2. System configuration
During this step, Unisys and SFDC will actually start configuring the CRM application. To
ensure that the application is built accurately, Stern Consulting will support business
reengineering sessions to create the future state CRM-enabled processes.These sessions will
leverage the existing current state process maps.These maps form the baseline, and Stern
Consulting, in conjunction with Unisys and key departmental stakeholders will mutually develop
the future state maps. SFDC will then use this data to build the actual CRM application.
During this step, Stern Consulting may support the following tasks:
• Conduct integration planning meetings
o Determine interface requirements
• Collect knowledgebase content
• Determine data conversion requirements
• Build service request interfaces and middleware
• Identify reporting requirements
• Conduct benchmarking analysis
• Facilitate change management process
Conduct Benchmarking
Stern Consulting has worked with cities and counties across the country, compiling a
database of standard metrics that can be applied to Elgin. While this is a rapidly evolving
area, the Stern Consulting team will bring its experiences working with other local
jurisdictions to this project and may leverage this data to help Elgin build realistic service
levels and best-in-class processes.
2
STERN CONSULTING
Stern Consulting 2318 Ridge Avenue
773.965.165(1 Evanston, IL 60201
Step 3. Change Management
The Change Management (CM) process is a structured approach to transitioning individuals, teams, and
organizations to the new CRM solution. The Change Management process leverages, communication and
active user involvement to successfully deliver solutions. The purpose of the CM process is to gain
insight into expected changes, identify goals, issues and risks associated with these changes, and prepare
and implement coaching plans and communications strategies to manage change and achieve goals. The
primary CM goals include:
> Anticipate and manage user resistance
> Inform users of the of the project's"big picture"
> Increase user acceptance and confidence in the project
> Ensure on-time project delivery
> Achieve pre-established metrics
Task 1 -Facilitate Change Management Workshops
We will conduct departmental change management workshops and develop change management
communications plans to ensure that all key stakeholders are appropriately targeted with the right
message through the appropriate channel.
Each department will require a separate workshop as their requirements may differ. Each workshop may
last 2-3 hours and will focus on the following:
> Identifying the impact the new system will create
➢ Understanding the impact on the workshop attendees
➢ Understanding and modeling the behaviors that are required to succeed in the new environment
➢ Creating a personal game plan for succeeding in the new environment
Task 2 - Monitor Change Management Process
We will continue to work closely with the CM leaders to ensure their success in minimizing resistance
amongst the employees and securing advocates to push this project forward. Bi-weekly meetings may be
needed to ensure success with this critical component. Our team will work the appointed CM leaders to
support the coaching and communications activities involved in the CM process. We will work with the
leaders to conduct interviews with impacted employees, complete the coaching templates and deploy the
appropriate communications tactics.
Step 3. System build and integration
During this step,the Unisys/SFDC team starts building the CRM application. The time
commitment from the City and project manager is minimized during this step as the vendor is
typically conducting the programming, integration, and data conversion at their home offices.
Unisys/SFDC typically performs the following tasks during this step, which the project manager
will closely monitor:
• Build the software scripts
• Internally test the scripts
• Build the integration scripts
• Test the connectors
• Build and integrate the knowledgebase content
3
STERN CONSULTING
g.
Stern Consulting 2318 Ridge Avenue
773.965.165(1 Evanston, IL 60201
• Review the implementation deliverables
• Convert and port over the required data
• Establish the test and production environments
• Configure,test,and integrate the call center technology(if applicable).
Step 4. System testing
During this step, the CRM application is deployed in a test environment in which the targeted
City users begin utilizing the actual application. Unisys/SFDC will closely monitor these
interactions, as they will serve to provide feedback to refine the application prior to its actual
launch. During this step, heavy involvement from the city project team members will be
required.They will need to stress test the system to determine if it meets their requirements. In
addition, the City's IT team will be actively engaged to confirm from a technology perspective
that the CRM application is accurately architected and seamlessly fits within the City's
incumbent IT network. During this step,the following tasks will be completed:
• Conduct training for super-users who will be involved in the production testing
• Install and configure software
• Upload data
• Installation verification
• Test feature functionality primarily by identified super users
• Confirm future state process workflows
• Conduct beta testing as well as system and load testing
• Begin revising software based on test the production results.
Step 5. Deployment
This step is also referred to as go-live. During this step, Stern Consulting will work with Unisys
to develop the go-live plan.Typically, there is a soft launch of the software to identify any last
minute issues prior to the actual hard launch. During the soft launch, any issues that arise will be
documented and, if applicable, changes will be configured into the CRM application. Stern
Consulting will help develop the City's acceptance criteria which will govern the timing of when
the City officially accepts the final product from Unisys/SFDC.The key tasks within this step
include:
• Soft launch of the software
• Re-configured software based on soft launch feedback
• Development of the vendor support plan
• Development of system acceptance plan
• Hard launch of the software
• Contingency and operations planning
• Documentation and testing of:
o Telephone outage plan
o Network outage plan
o CRM application outage plan
• Complete failover testing
4
STERN CONSULTING
Stern Consulting 2318 Ridge Avenue
773.965.1650 Evanston, IL 60201
• Document final system architecture and agreed-to backup plan
• City sign-off on software
By completion of this step, the City is now responsible for the operational aspects of the
software. Unisys/SFDC will be available for technical support according the specifications
within the project plan and SOW.
Step 6. Educational Outreach/Marketing Communications Plan
A critical success factor with a 311 deployment is developing a comprehensive educational
outreach/marketing communications plan.This plan will play an important role in ensuring the
smooth implementation of the city's change management initiative. The plan helps to document
many of the change management initiatives that should occur to move the proposed
implementation forward. Stern Consulting will support Elgin in the following outreach
activities:
1. Overall Strategy
2. Resources Required (internal and external)
3. Targeted Segments
4. Tactics/Devices Deployed
5. Timetable
A comprehensive plan should address the following issues:
> Educate potential organizations and users on the value and importance of utilizing
311/CRM
> Develop unique value propositions which will be customized to each targeted
constituency
> Reverse any negative publicity/perceptions associated with the 311/CRM program
such as its viability, timeline, and functionality
> Identify the financial benefits/ROI that 311/CRM system could secure if it is
optimized
Post-Launch Support
This is the final step of the implementation where Unisys turns over to the City all related project
information including:
• Verify City's acceptance of the final product
• Training plan and content
• Verify that the City is able to train new end users and super users
• Call center procedures
• Project close-out
• Post-project review/lessons learned
5
•
STERN CONSULTING
lm•n,WW1.Inn Snx:ni
Stern Consulting 2318 Ridge Avenue
773.9(15.1650 Evanston, IL 60201
Phase 6 Assumptions
➢ This project is estimated to take 6 months to complete.Stern Consulting will expect sufficient
access to the City's senior and middle level management to ensure efficient execution of
project plans,and to drive accountability from project teams.
> The actual tasks performed will be aligned with the Unisys SOW which was included in the
City's CRM contract. If the City desires to deviate from that SOW, it will be documented by
Dan Ault.
➢ The City will assist in gathering data required by the SOW.Overall timing of this project will
be subject to the responsiveness and availability of City resources. Bi-weekly status meetings
may be conducted by phone to discuss project status and next steps.
> Dan Ault,or another appointed City employee,will be the project manager for this
engagement to assist with coordination of all client resources and participate in day-to-day
project activities. Elgin personnel must have the appropriate background,experience and
training necessary to fulfill their roles as defined in this SOW.
> All information provided by Elgin before and after the execution of this SOW will be
considered complete and accurate.
➢ While on-site,the City will provide Stern Consulting adequate working space with access to
phone,Internet connectivity,secure filing for documentation,etc.
> Elgin will undertake its responsibilities contained in this SOW with reasonable diligence
including,ensuring that its personnel shall a)have the appropriate decision making authority
and promptly make all required decisions;b)promptly review all deliverables and other
documents as requested; and c)provide reasonable cooperation necessary to the success of
this project.
> In the event of turnover within Elgin staff,Elgin shall ensure that an appropriate and timely
knowledge transfer takes place and that the succeeding personnel will adhere to the policy
and business decisions made by their predecessors.
> Elgin will accept or reject final deliverables,in writing,within seven(7)business days after
receiving them. Stern Consulting will make one revision to the draft documents,which will
respond to the City's feedback.
> If any changes in scope are needed, Stern Consulting will work directly with the City's
project manager to identify the impact to the timetable, deliverables, fees, and complete a
written addendum to the SOW,which will be incorporated into the overall contract.
Additional Tasks
In addition to the specific tasks listed in this SOW, Stern Consulting could support Elgin with the
following tasks
➢ Call center planning
➢ Facilitate project ambassador meetings
Identification of personnel to transition into the 311 call center
Support transition of personnel into the 311 call center
6
STERN CONSULTING
Stern Consulting 2318 Ridge Avenue
773.965.1650 Evanston, IL 60201
Project Cost
The project cost is detailed below
Description Hours Hourly Total
Rate
Phase 6 480 $150 $72,000
Phase 4 110 $175 $19,250
Phase 6 project expenses w"t �'� x ' t " ; $2,750
Total 590 °'ti`t' '! $94,000
Expenses will be limited to ground transportation to Elgin plus meals.The$2,750 is an estimated
amount, and expenses will be reimbursed at the actual amount. It is anticipated that Stern
Consulting will make a minimum of two to four trips per month to Elgin, in addition to
conducting conference calls and web meetings as required. If additional trips are required, they
will be made.
Stern Consulting will invoice Elgin on the 15th and at the end of each month. The professional
fees and expenses (if applicable)will be included in each invoice.
The 480 hours will be spread across the tasks listed in this SOW. Stern Consulting will keep
track of the hours on a bi-weekly basis. If Stern Consulting is coming close to using up the 480
hours, the City will be immediately contacted. Stern Consulting will work closely with the City
to determine how to best allocate the hours. Separate task lists with projected hours and
timetables may need to be developed based on the assignments the City's 311 project manager
would like Stern Consulting to perform.
The Phase 4 amount represents the additional time that was spent during that phase.Tasks
completed included:
• Setting up, attending, and evaluating an additional set of vendor presentations
• Supporting the negotiating of two separate contracts with the selected vendors
• Additional work related to adjusting the contracts closure dates
7
•
STERN CONSULTING
lr.x.,IzF Iffi+u Sii.l:l
Stern Consulting 2318 Ridge Avenue
773.965.165(1 Evanston, IL 60201
Start Date
Phase 6 will be initiated in October 2012 after the contract has been approved by the City
Council.
Thank you for the opportunity to continue to work with the City of Elgin.
Sincerely,
Spencer Stern
President
The City of Elgin hereby authorizes Stern Consulting to commence work on the City of Elgin
311 Initiative - Phase 6 as specified within this SOW and contingent on any changes noted in
writing—either by attached memorandum or on this document.
IOJ 2sJ ..cam/2
Sean Stegall Date Spencer Stern Date
City Manager President
Elgin, IL Stern Consulting
8