11-96 Resolution No. 11-96
RESOLUTION
AUTHORIZIN IG EXECUTION OF AN AGREEMENT WITH
STERN CONSULTING, LLC
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 BY THE CITY COUNCIL OF THE CITY OF ELGIN,
ILLINOIS, that Sean R. Stegall; City Manager; and Jennifer Quinton, Acting 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 Phase 2 consulting services in connection with 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: June 8, 2011
Adopted: June 8, 2011
Omnibus Vote: Yeas: 7 Nays: 0
Attest:
s/Jennifer Quinton
Jennifer Quinton, Acting City Clerk
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AGREEMENT
THIS AGREEMENT is made and entered into this 8th day of June , 2011, 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 serving as a customer relationship management consultant in connection
with the CITY'S proposed 311 call center(hereinafter referred to as the "PROJECT"); and
WHEREAS, the CITY has previously engaged the CONSULTANT to perform Phase 1
services for the PROJECT consisting of a test project in the CITY'S Public Works Department and
conducting interviews with city staff from a variety of departments; and
WHEREAS, the CITY wishes to retain the CONSULTANT for Phase 2 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, hereinafter referred to as the "DIRECTOR".
B. CONSULTANT shall perform the Phase 2 services for the PROJECT as outlined in
CONSULTANT'S statement of work(SOW)Phase 2 dated March 28,2011,a copy
of which is attached hereto and made a part hereof as Exhibit A.
2. SCHEDULE AND PROGRESS REPORTS
A. The CONSULTANT shall initiate the work to be performed pursuant to this
Agreement upon entry into this Agreement and shall complete all of the Phase 2
services within five (5) months.
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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
A. For services the Phase 2 services to be provided the CONSULTANT pursuant to this
Agreement, 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 Thirty
Thousand Nine Hundred Fifty Dollars ($30,950) 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.
B. PROJECT expenses are limited to ground transportation and meals and shall not
exceed Eight Hundred Fifty Dollars($850)and are included within the above not-to-
exceed amount of$30,950.
C. For additional services provided by the CONSULTANT for Phase 1 the CITY shall
also pay to the CONSULTANT the amount of Five Thousand Four Hundred Thirty
Dollars ($5,430). Such amount shall be paid by the CITY within thirty(30)days of
the entry into this Agreement.
D. 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.
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5. INVOICES
A. The CONSULTANT shall submit invoices in a format approved by the CITY.
Progress reports (213 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 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 to interest on money claimed to be
due pursuant to this Agreement,and waives 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, as amended, (50 ILCS 50111, et seq.) or the Illinois
Interest Act,as amended(815 ILCS 205/1,et seq.). Additionally,CONSULTANT shall not
be entitled to, and hereby waives, any and all rights that it may have to file suit or bring any
cause of action or claim for damages against the City of Elgin and/or its officials, officers,
employees, agents, attorneys, boards and commissions, and other affiliated entities or
persons of any nature whatsoever in whatever form after two (2)years from the date 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, agents, boards and 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.
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The CONSULTANT shall deliver to the DIRECTOR a Certification of Insurance
naming the CITY as additional insured. The policy shall not be modified or
terminated without thirty (3 0) days prior written notice to the DIRECTOR.
The Certificate of Insurance which shall include Contractual obligation assumed by
the CONSULTANT under Paragraph 10 entitled"Indemnification"shall be provided.
This insurance shall apply as primary insurance with respect 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,
alternatively, if the insurance states that it is excess or prorated, it shall be endorsed
to be primary with respect to the CITY.
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 damage to property.
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.
D. Professional Liability. The CONSULTANT shall carry CONSULTANT'S
Professional Liability Insurance Covering claims resulting from error, omissions or
negligent acts with a combined single limit of not less than $1,000,000 per
occurrence. A Certificate of Insurance shall be submitted to the DIRECTOR as
evidence of insurance protection. The policy shall not be modified or terminated
without thirty (30) days prior written notice to the DIRECTOR.
13. CONSTRUCTION MEANS, METHODS, TECHNIQUES, SEQUENCES,
PROCEDURES AND SAFETY
The CONSULTANT shall not have control over or charge 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.
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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 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
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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.
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 5133E et seq. or any similar state or federal statute regarding
bid rigging.
25. SEXUAL HARASSMENT
As a condition of this contract, 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;
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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.
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
With a copy to:
William A. Cogley, Corporation Counsel
City of Elgin
150 Dexter Court
Elgin, Illinois 60120-5555
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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 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:
Sean Stegall, City M ag
Attest:
Acting Ci lerk
STERN COMRU
By: .je%
Spencer Stern, President
F:\Legal Dept\Agreement\Consultant Agreement-Stern Consulting-WAC.doc
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ATTACHMENT A
SCOPE OF SERVICES
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STERN .CONSULTING
Stern Consulting 2318 Ridge Avenue
773.965.1650 Evanston, IL 60201
Statement of Work (SOW)
Phase 2
March 28,2011
Mr.Dan Ault
City of Elgin
150 Dexter Court
Elgin, IL 60120
Dear Mr. Ault:
Our Understanding of Your Needs
The next phase of the CRM Road Map Project involves forming the CRM project team. Stem Consulting
will work closely with the CRM project managers and executive sponsor to identify the Elgin personnel
that will be on the team. In addition, Stern Consulting will facilitate contacting these employees and
informing them of what their roles in the Program Management Office(PMO)will involve as we move
forward. After the project team is formed and they have their assignments, Elgin's next step will be to
conduct the CRM requirements definition sessions. This is needed to determine the key business,
technical,and functional requirements that would be required for a CRM application to ensure that it
meets the city's needs.The requirements will be gathered for the pilot departments(Public Works, Utility
Billing,and Code Enforcement).
The Requirements Definition(RD)process is very critical to the overall success of the RFP process. If the
requirements gathered are not accurate,the proposed vendor solutions may not fit the city's needs and be
able to address their key issues.To guide our RD efforts,the following guidelines will be utilized:
1) Start from a baseline. Most government organizations follow similar standards and processes such
as the Government Accounting Standards Board(GASB).Other similarities stem from accepted best
practices utilized in the public sector. Stem Consulting will use a previously completed RD analysis
to help establish the Elgin baseline. Our objective here is not to"re-create the wheel."
2) Write requirements in clear and concise statements that permit validation. Requirements should
be written in a clear and concise style without utilizing internal jargon. Well-written requirements
permit an evaluator to assess whether they can be met by the new system.
3) Focus on future state needs. When developing the requirements,the focus should be on the city's
future needs rather than the procedures for how things are currently done.
4) Consolidate similar requirements and system-wide requirements. Instead of exhaustively listing
every field that should be captured,a single requirement should be used. For example, rather than
describing every field in a work order module, a single requirement such as"the ability to have
flexibility to add user-defined fields in the database or on menu panels" is more efficient. Also,
repetition of requirements that are system-wide should be minimized. For example, it is better to
create a list of reporting and security requirements in one section instead of placing these
requirements throughout the individual areas.
0 Stern Consulting,Inc,2011 Exhibit A
STERN CONSULTING
Stern Consulting 2318 Ridge Avenue
773.965.16_50 Evanston, 1L 60201
5) Organize requirements by function,module,and/or process. The list of requirements should be
developed using logical categories such as: security, reporting,work order,or knowledge base.
Requirements should be numbered by section for easy reference because this is important for
software demonstrations and contract negotiations.
6) Outline system-wide issues. In addition to developing detailed business requirements, it is also
important to develop general system requirements. Sample general system requirements include:
➢ Database considerations
➢ Hardware specifications
➢ System performance
➢ Security
➢ System administration
➢ Interfacing requirements to/from legacy systems and/or web-based systems
➢ Wireless and social media considerations
Approach Summary
Based on our understanding of your objectives, we suggest using the following approach to complete this
phase. Our approach involves dividing the work into several tasks.During the project,we will provide
project management and communication to manage issues and risks which will keep the stakeholders
aware of the project status. An overall view of the phase is depicted below:
Process mapping
Change management- - - -
Each task of this project is described in the detailed work plan below. Stem Consulting will closely track
the milestones and will report status to Elgin.
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STERN CONSULTING
Stern Consulting 2318 Ridge Avenue
773.965.1650 Evanston, IL 60201
Detailed Work Plan
2.1 Establish the PMO
Description: This task focuses on working with the current project leaders to expand the team. It is
critical that every person on the team desires to be on the team and clearly understands their roles and
responsibilities within the context of their sub-teams and the overall project team.Careful consideration
should be given to every employee identified. In addition,when developing the sub teams,the project
leaders should focus on the potential team dynamics and how each individual member could impact the
team synergy and their ability to be successful.
Another key component of this task is to develop the content for the Phase 2 kickoff meeting which will
occur in early-mid May. In addition,the Information Technology (IT)and facilities team will begin
identifying potential call center sites and ensuring that the appropriate infrastructure is present to support
the call center.
• Identify, recruit,and screen Elgin • PMO team members and related
employees to determine the role(s)they governance structure
could play on the CRM131 l team • Detailed Phase 2 project timetable
• Define the team structure,governance, . Phase 2 kick-off meeting agenda and
roles,and responsibilities content
• Interview the IT personnel to understand . Ownership of the 311 phone number city
and confirm the city's infrastructure responsibility)
capabilities for housing a call center • Potential sites for the call center location
• Interview the city's facilities team to (city responsibility)
understand the potential locations for
housing the 311 call center
• Identify team members who may be on the
call center team when it is launched
• Confirm the readiness of the identified
Pilot teams:Code Enforcement, Public
Works,and Utility Billing.
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STERN CONSULTING
Stern Consulting 2318 Ridge Avenue
773.965.1650 Evanston, IL 60201
2.2 Awareness and Orientation
Description: After the PMO is formed and they are.educated about their responsibilities,this next task
lays the groundwork for a successful project.This task presents the expected results and outcomes of the
project.These activities will obtain consensus on scope and approach, project roles, formalize the
management tools and templates,and kick off the project.An off-site kick-off meeting with the entire
project team will signify the start of this phase.
Kev Activities: Kev Deliverables:
• Plan Phase 2 Kick-off Meeting • Process mapping tools
• Conduct project briefing with CRM • Change management tools
Steering Committee to discuss: • RD session prep work
• Scope,approach, and objectives
• Project calendar and timeline
• Governance
• Risk Management
• Resources, roles and responsibilities
• Finalize work plan, resources and schedule
• Review work plan with executive sponsor
and project manager
• Identify personnel to participate in the RD
sessions
• Initiate Process Mapping
• Initiate Change Management
• Confirm and/or update SOW
2.3 Data Collection
Description: In this task, we will facilitate the RD meetings. In addition to gathering the application
requirements,we will focus on capturing the integration and data conversion requirements. We will also
focus on gathering functional requirements which may involve interviewing personnel that are not on the
Pilot teams. We will work with Subject Matter Experts(SME's)and IT personnel to develop the
requirements. For example the following types of technical requirements, may be captured:
• Description of current environment and future plans
• Hardware and database preferences
• Anticipated interface and data conversion requirements
• Security requirements
In addition,we will institute the current state process mapping and provide coaching for the identified
Change Management Champions(CMC). Engaging the city's Public Information Officer(PIO)to help
build out the internal communications plan will also be initiated.
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STERN CONSULTING
Stern Consulting 2318 Ridge Avenue
773.961.1650 Evanston, IL 60201
The process mapping will also identify the current Service Level Agreements(SLA)and/or Key
Performance indicators(KPI)that are being utilized.Collecting this data is critical because it will enable
Elgin to quantitatively identify the impact enabled when CRM is launched.Another key project
component that will begin is collecting the city's Frequently Asked Questions(FAQ)content and placing
them into a centralized repository that will eventually be transitioned into the CRM application.
1
• Schedule RD interviews • Meeting schedules and logistics
• Begin current state process mapping • Process mapping tools
• Initiate internal communications planning • Change management tools
• Identify service request SLA/KPI • Communications planning tools
• Initiate collection of FAQ data • FAQ collection tool
• Engage the new Public Information Officer • Risk Mitigation tools/plan
(PIO)in the CRM/311 project
2.4 Requirements Development
Description: In this task,we write requirements in a clear,concise manner that permits validation by the
Elgin project team. In addition,we identify the requirements that the software application must meet but
may not be implemented immediately.Typically,the RD document will require the vendor to provide the
following response for each requirement:
• Delivered"out of the box"
• Configurable
• Customization required
• Future upgrade
• Not Possible
The following represents potential sample output that could be contained in the RD document.These
requirements are categorized by type(e.g.,service request,knowledge base). The actual requirement is
listed below the category type.
Service Requests
1. Provide ability to automatically route citizen requests and items to the appropriate provider,
department or staff for prompt action,to notify the department that the request is in queue, and to
allow the department to forward the request to another department if necessary.
2. Provide ability for the user to select the service request category from a drop down list
Knowledge Base
1. Provide an easy to use online phone and service directory searchable by name,service provided,
or department
2. Allow the knowledge base to be available to employees and citizens over the web
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STERN CONSULTING
Stern Consulting 2318 Ridge Avenue
773.965.1650 Evanston, 1L 60201
Eteporting and Query Capability
1. Provide ability to generate reports based on a set of key performance indicators as designated by
the City
2. Allow reports to be viewable on the screen, in hard-copy format,or available over the web
Work Order Management
1. Provide ability to share work orders between departments(via automated work flow)
2. For each work order created, provide ability to define customer name and phone number,
location, problem,time of dispatch, who the work order is assigned to, and work order number
Asset Management
1. Provide materials tracking capabilities by site,truck,or crew
2. Provide equipment tracking by location, site,or crew
GIS
1. Provide ability to use city GIS data for all geospatial applications
2. Allow update of attributes data for assets, whether managed in GIS or Work Order
lnte rations
1. Provide workflow which can route transactions to the appropriate legacy system
2. Provide reports for reconciliation with the city's financial or human resources systems
Mobile Field Service
1. Provide access to work orders for selected personnel while away from the office
2. Provide ability to support multiple types of wireless devices, including, but not limited to:
Toughbook, iPhone, Blackberry
Social Media Tools
1. Provide ability to integrate with multiple social media applications such as Facebook, Twitter,
etc.
2. Provide tracking and reporting capabilities of social media usage
2.5 Requirements Validation
Description: In this task,the Stern Consulting team meets again with the city employee to validate the
requirements. This session involves reviewing each requirement and gaining consensus on the
requirements,as well as identifying which requirements are mandatory for the initial CRM launch,and
which requirements could be addressed in a future phase deployment.
Validate Requirements • Final draft of requirements
• Secure feedback from key City
stakeholders
• Finalize requirements
6
STERN'tONSULTING
Stern Consulting 2318 Ridge Avenue
773.965.1650 Evanston, IL 60201
2.6 Development of the RFP
Description: Up to this point,the following components of the RFP may have already been developed
including:
➢ Current state assessment(from Phase 1)
➢ CRM business,technical, and functional requirements(this phase)
➢ Assessment of current technology, infrastructure,and applications inventory(from the IT
department)
Confirmation of the IT and telecom changes required inventory(from the IT department)
➢ Standard Elgin terms and conditions(from the legal or procurement department)
During this task,the RFP will be finalized. The content from the Road Map(Phase 1)will be adapted into
narrative form.The items listed above will be incorporated into the RFP. Additional content will be
developed to address the following:
Cover sheet/letter
➢ Decision timetable
➢ Vendor evaluation criteria
➢ Any city-related procurement forms
Ownership of outputs/intellectual property
Sample vendor evaluation criteria may include:
➢ Completeness&quality of the response as outlined in the RFP
i Feasibility, timeliness,and quality of software implementation schedule and conversion plans
➢ Demonstrated experience and ability to implement an integrated CRM solution
➢ Quality and depth of references of the vendor(s)
Price
Stern Consulting will work with the city to identify the relevant criteria and appropriate weighting for
each item.
In developing the RFP, Elgin will need to develop a budget for the hardware, software and related
professional services. The city should allocate the funding for the project start-up and first two years of
operation. In addition, the CRM team should be nearly finalized, so Elgin can determine the personnel
budget for this new team. An example of the key expenditures that could be considered includes:
7
STERN CONSULTING
Stern Consulting 2318 Ridge Avenue
773.965.1650 Evanston, IL 60201
Description:
• • • Comment:
Software licenses
Support $
Configuration ` $
Training $
Call Center i
Hardware
Software
Equipment
Training
Interfaces
• GIS
• Legacy applications and data
conversions(e.g., Navi-Line) i
• Web-enabled
Mobile applications and devices
Social media applications
Additional infrastructure including storage
and servers
Hosted or Software as a Service(SaaS)
Professional Services
Voice and data telecom equipment I
Call Center Furniture
Desktop/PC
In addition to the costs detailed above,the following personnel expenditures should be
accounted for during the RFP process.
Personnel and Su ort Expenditures
Description: .• . Comment:
City IT Personnel
• Project Management $
• Systems and Database
Administration
• User Administration
• Application Developers
Webmaster
CRM Deployment
• City Personnel (including call
takers, CRM manager, CRM
supervisor, content manager,
etc.)
• Business Process Vendor
Systems Integration Vendor
Change Management, Training &
Deployment
• Training Design and
Development
• Change Management and
Internal Communications
• User Data Conversion&
Migration
8
STER`.N ;C.ONSUITING
.eey t.o,.m m ter.Kr
Stern Consulting 2318 Ridge Avenue
773.965.1650 Evanston, 1L 60201
During this task,the following activities and related deliverables will occur:
Kev Activities: Kev Deliverables:
• Secure content for the RFP • Facilitate review and approval of
• Write the RFP evaluation criteria
• Determine evaluation criteria • Develop final vendor package
• Establish RFP timetable • Conduct quality review of vendor
• Secure city approval of RFP materials
• Facilitate Elgin review and approval of
RFP
• Distribute RFP to vendor community
(city's responsibility)
Fees, Expenses, and Invoicing
The project cost is:
Description Hours-. :_ Hourly. _Total
Rate
Build the Phase 2 project team and 10 $175 $6,650
timetable
Meetings with IT, Facilities,and PIO 8 $175 $2,100
personnel
Phase 2 Workshop preparation 10 $175 $1,050
Phase 2 Workshop and follow-up 12 $175 $1,750
Process Mapping/Business Process Re- 26 $175
Engineering(BPR) $3,500
Change Management 28 $175 $3,500
Requirements Definition and Validation 30 $175 $4.375
RFP Development 28 $175 $4,375
Project Management 20 $175 $2,625
Project Ex enses M ORE-40111 $850
Total 172 530,950
Expenses will be limited to ground transportation to Elgin plus meals. The$850 is an estimated amount,
and expenses will be reimbursed at the actual amount. It is anticipated that Stem 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 15`h and at the end of each month.The professional fees and
expenses(if applicable)will be included in each invoice.
9
STERN CONSULTING
Stern Consulting 2318 Ridge avenue
773.965.1650 Evanston, IL 60201
Timing
This phase will be initiated during the week of April 11.As indicated earlier,the Phase 2 kick-off meeting
will be targeted to be held during the second week of May at an off-site location. This SOW will take
approximately 4-5 months to complete.
Thank you for the opportunity to continue to work with the City of Elgin.
Sincerely,
Spencer Stern
President
The City of Elgin hereby authorizes Stem Consulting to commence work on the City of Elgin CRM
Project Phase 2 as specified within this SOW and contingent on any changes noted in writing—either by
attached memorandum or on this document.
Sean Stegall Date Spencer Stern Date
City Manager President
Elgin, IL Stern Consulting
10