2011-27789 Reso RESOLUTION NO.
2011-27789
A RESOLUTION OF THE MAYOR AND CITY COMMISSION OF THE CITY OF
MIAMI BEACH, FLORIDA, ACCEPTING THE RECOMMENDATION OF THE CITY
MANAGER PERTAINING TO THE RANKING OF PROPOSALS PURSUANT TO
REQUEST FOR PROPOSALS (RFP) NO. 03-11/12, FOR COMMUNITY
SATISFACTION SURVEY SERVICES; AUTHORIZING THE ADMINISTRATION TO
ENTER INTO NEGOTIATIONS WITH THE TOP-RANKED PROPOSER, KERR &
DOWNS RESEARCH; AND SHOULD THE ADMINISTRATION NOT BE
SUCCESSFUL IN NEGOTIATING AN AGREEMENT WITH THE TOP-RANKED
PROPOSER, AUTHORIZING NEGOTIATIONS WITH THE SECOND-RANKED
PROPOSER, ETC INSTITUTE; FURTHER AUTHORIZING THE MAYOR AND
CITY CLERK TO EXECUTE AN AGREEMENT UPON CONCLUSION OF
SUCCESSFUL NEGOTIATIONS BY THE ADMINISTRATION.
WHEREAS, at the May 21, 2011 Commission retreat, the Mayor and City
Commission authorized the issuance of Request for Proposals (RFP) No 03-11/12 for
Community Satisfaction Survey Services (the RFP), and
WHEREAS, the RFP was issued on October 18, 2011, with an original opening date
of November 21, 2011 and three (3) addenda were issued, and
WHEREAS, a proposal conference to provide information to the proposers submitting
a response was held on October 31, 2011, and
WHEREAS, BidNet issued bid notices to 148 prospective proposers, and 74
proposers were notified via e-mail and fax circulation, which resulted in the receipt of the
following ten (10) proposals, and
WHEREAS, on December 1, 2011, the City Manager via Letter to Commission (LTC)
No 305-2011, appointed an .Evaluation Committee ("the Committee") consisting of the
following individuals
• Kathie Brooks, Director, OBPI,
• Ramiro lnguanzo, Director,-Human Resources,
• Dennis Russ, Miami Beach Community Development.Director;
• Jon Gardner, Resident and member of the Budget Advisory Committee,
• Lizette Lopez, Resident and member of the Parks and Recreation Board, and
Alternates
• Michael Perlmutter, Resident and member of the Personnel Board; and
WHEREAS, on December 6 and 9, 2011, the Committee convened and a quorum
was attained The Committee members were provided with-Performance Evaluation Surveys
and additional information provided by the responsive proposers, and
WHEREAS, the Committee members were also provided with a 25-minute question
and answer session with each proposer; and
WHEREAS, a motion was presented by Ramiro Inguanzo, seconded by Kathie
Brooks, and unanimously approved by all Committee members recommending that the City
enter into negotiations with the top-ranked proposer, Kerr & Downs Research and, if
negotiations were not successful with the top-ranked proposer, entering into negotiations
with the second ranked proposer, ETC Institute, and
WHEREAS, the City Manager has reviewed and concurs with the Evaluation
Committee's recommendation •
NOW, THEREFORE, BE IT RESOLVED BY THE MAYOR AND CITY
COMMISSION OF THE CITY OF MIAMI BEACH, FLORIDA, that the Mayor and City
Commission hereby accept the recommendation of the City Manager, pursuant to Request
for Proposals (RFP) No 03-11/12, for Community Satisfaction Survey Services, authorize
the Administration to enter into negotiations with the top-ranked proposers, Kerr & Downs
Research, and should the Administration not be successful in negotiating an agreement with
the top-ranked proposer, authorize negotiations with the second-ranked proposer, ETC
Institute, and further authorize the Mayor and City Clerk to execute an agreement upon
conclusion of successful negotiations by the Administration
PASSED AND ADOPTED THIS /VA DAY OF �i(1rtik 2011.
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COMMISSION ITEM SUMMARY
Condensed Title:
A Resolution Of The Mayor And City Commission Accepting The Recommendation Of The City Manager Pertaining To
The Ranking Of Proposals Pursuant To Request For Proposals(RFP)No 03-11/12, For Community Satisfaction Survey
Services, Authorizing The Administration To Enter Into Negotiations With The Top-Ranked Proposer, Kerr & Downs
Research, And Should The Administration Not Be Successful In Negotiating An Agreement With The Top-Ranked
Proposer, Authorizing Negotiations With The Second-Ranked Proposer, ETC Institute, Further Authorizing The Mayor
And City Clerk To Execute An Agreement Upon Conclusion Of Successful Negotiations By The Administration
Key Intended Outcome Supported:
Increase community satisfaction with City services
Supporting Data (Surveys, Environmental Scan, etc.): N/A
Issue:
Shall the Mayor and the City Commission Adopt The Resolution?
Item Summary/Recommendation:
At the May 21,2011 Commission retreat,the Mayor and City Commission approved the issuance of Request for Proposals
(RFP) No 03-11/12 for Community Satisfaction Survey Services. The purpose of this Request for Proposals(RFP) is to
select a qualified consultant to conduct the next set of community satisfaction surveys and follow-on focus groups, if
required
The term of contract will be for two (2) years or when the scope of services are completed and accepted by the City
Additionally, at the sole option and discretion of the City, additional years surveys and/or focus groups(i e ,2014 survey;
2015 focus group, 2016 survey; and 2017 focus group), will be negotiated and said services provided by successful
proposer
The RFP was issued on October 18, 2011, with an original opening date of November 21, 2011 and three (3) addenda
were issued A proposal conference to provide information to the proposers submitting a response was held on October
31, 2011 BidNet issued bid notices to 148 prospective proposers, and 74 proposers were notified via e-mail and fax
circulation, which resulted in the receipt of ten (10) proposals
On December 1, 2011, the City Manager via Letter to Commission (LTC) No 305-2011, appointed an Evaluation
Committee("the Committee")which convened on December 6 and 9,2011 The Committee members were provided with
Performance Evaluation Surveys and additional information provided by the responsive proposers The Committee
members were also provided with a 25-minute question and answer session with each proposer The Committee ranked
the proposers based on their individual perceptions of the proposer's qualifications,experience, price proposed, reference
from similar engagements, methodology and approach, and competence.
A motion was presented by Ramiro Inguanzo, seconded by Kathie Brooks, and unanimously approved by all Committee
members recommending that the City enter into negotiations with the top-ranked proposer, Kerr&Downs Research and, if
negotiations were not successful with the top-ranked proposer,entering into negotiations with the second ranked proposer,
ETC Institute
THE ADMINISTRATION RECOMMENDS ADOPTING THE RESOLUTION
Advisory Board Recommendation: N/A
Financial Information:
Source of Funds: Amount Account Approved
1 $90,000 General Fund Citywide Account#011-9322-000367
• 2
OBPI Total
Financial Impact Summary:
City Clerk's Office Legislative Tracking:
Gus Lopez, ext: 6641
Sign-Offs: _
Depa • Director Assis t C- a ager City Manager
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T\AGE CIA\2011\12-14-11\RFP-03- 1-12 Community Satisf ctioirvey-Summary.doc
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MIAMIBEACHAGENDA ITEM e e-
DATE /0241/-1(
MIAMIBEACH
City of Miami Beach, 1700 Convention Center Drive,Miami Beach, Florida 33139,www.miamibeachfl.gov
COMMISSION MEMORANDUM
TO- Mayor Matti Herrera Bower and Members of the City Commission
FROM. Jorge M Gonzalez, City Manager
DATE December 14, 2011
SUBJECT A RESOLUTION OF THE MAYOR AND CITY COMMISSION OF THE CITY OF
MIAMI BEACH, FLORIDA, ACCEPTING THE RECOMMENDATION OF THE
CITY MANAGER PERTAINING TO THE RANKING OF PROPOSALS
PURSUANT TO REQUEST FOR PROPOSALS (RFP) NO. 03-11/12, FOR
COMMUNITY SATISFACTION SURVEY SERVICES; AUTHORIZING THE
ADMINISTRATION TO ENTER INTO NEGOTIATIONS WITH THE TOP-
RANKED PROPOSER, KERR & DOWNS RESEARCH; AND SHOULD THE
ADMINISTRATION NOT BE SUCCESSFUL IN NEGOTIATING AN
AGREEMENT WITH THE TOP-RANKED PROPOSER, AUTHORIZING
NEGOTIATIONS WITH THE SECOND-RANKED PROPOSER, ETC INSTITUTE;
FURTHER AUTHORIZING THE MAYOR AND CITY CLERK TO EXECUTE AN
AGREEMENT UPON CONCLUSION OF SUCCESSFUL NEGOTIATIONS BY
THE ADMINISTRATION.
ADMINISTRATION RECOMMENDATION
Adopt the Resolution
KEY INTENDED OUTCOME SUPPORTED
Increase community satisfaction with City services
FUNDING
Funds in the amount of $ 90,000 are available from the General Fund Citywide Account
#011-9322-000367
BACKGROUND
In 2005, the City formalized a performance-based approach for allocating resources based
on the City's Strategic Plan priorities and supporting department work plans based on the
City's E5cellence Model The City's Excellence Model is a strategic measurement-based
model for continuous improvement. It is driven by the City's Vision, with priorities
established at the strategic level based on customer input and environmental scan
information Key Intended Outcomes (KIO's) are established as multi-year priorities, while
more specific Citywide Initiatives are updated annually Through the annual budget process,
resources are allocated in support of these strategic priorities, and performance is monitored
to track progress and make adjustments
A key component of this process is the community satisfaction survey The first sets of
community surveys were conducted in 2005 and 2007 These were followed by focus
groups in 2006 and 2008 to get more in-depth information on issues identified through the
surveys Another set of surveys was conducted in 2009
Commission Memorandum—RFP#03-11-12 Community Satisfaction Survey Services
December 14, 2011
Page 2
Overall, survey results showed the community continues to have a very favorable view of
the City of Miami Beach as an `excellent' or `good' place to live, work, play or visit, and a
large majority feel it is getting better Some of the key drivers of resident and business
perceptions of quality of life, satisfaction with the City of Miami Beach government in
meeting the community's needs, and Miami Beach as a place to live or do business, include
cleanliness, traffic flow, condition of infrastructure (storm drainage, condition of roads,
condition of sidewalks), customer service and value of city services for tax dollars paid
Monitoring these perceptions and how they change over time is an important component of
the City's strategic planning process and the allocation of resources As an example, while
cleanliness of streets in business/commercial areas continues to be a key driver for both
resident and business perceptions, between 2005 and 2009, this changed from a negative
driver to a positive driver, reflecting the City's improved performance in this area.
At the May 21, 2011 Commission retreat, the Mayor and City Commission authorized the
issuance of Request for Proposals (RFP) No 03-11/12 for Community Satisfaction Survey
Services The purpose of this Request for Proposals (RFP) is to select a qualified consultant
to conduct the next set of community satisfaction surveys and follow-on focus groups, if
required
The term of contract will be for two (2) years or when the scope of services are completed
and accepted by the City Additionally, at the sole option and discretion of the City,
additional years surveys and/or focus groups (i e , 2014 survey; 2015 focus group, 2016
survey; and 2017 focus group), will be negotiated and said services provided by successful
proposer
SCOPE OF SERVICES
Specifically, the consultant will be responsible for the following phases, each of which will be
subject to the review and approval by the City Manager or his designee
Phase 1 Survey design including methodology, sampling plan, etc to ensure statistically
valid results by geographic area of the City (five areas for the resident surveys
and three areas for the business surveys) and that are reflective of the City's
residents and businesses,
Phase 2 Review and evaluate the current survey instrument and questions and propose
recommended changes to ensure questions will generate unbiased responses
while also ensuring that the City does not lose the ability to monitor and evaluate
trends,
Phase 3 Pretest survey instrument and revise as needed,
Phase 4 Develop the communications plan for the survey _
Phase 5 Design format for an executive summary and/or detailed written report that will
be used to present the survey findings
Phase 6 Survey Administration Administer the survey to insure a ninety-five (95) percent
confidence rating in the survey findings with a five point plus or minus variance
for each geographic area, taking into consideration the following factors
(i) Sample size, including sub-samples for demographic sub-groups that a
are reflective of census and business demographics citywide and for
each geographic region,
(ii) Random selection of respondents to the survey;
(iii) Non-respondents not affecting survey results, and
(iv) Survey implementation, including select interviewers as appropriate
Commission Memorandum—RFP#03-11-12 Community Satisfaction Survey Services
December 14, 2011
Page 3
Phase 7 Presentation of Survey Results
(i) Code the completed survey and computerize the data,
(ii) Develop cross tabulations as required,
(iii) Analyze key drivers of community satisfaction
(iv) Compare results to other municipalities and jurisdictions,
(v) Prepare an executive written summary summarizing key survey findings
and detailed written report of the responses to survey questions,
including actionable recommendations for customer service
improvements,
(vi) Make verbal presentation to the City Commission and/or City staff as
required, and
(vii) Determine that changes in survey results or trends identified by different
surveys are statistically valid
In addition, the consultant will be responsible for conducting follow-on focus groups, as
necessary to delve further into issues identified through the community surveys
RFP PROCESS
The RFP was issued on October 18, 2011, with an original opening date of November 21,
2011 and three (3) addenda were issued A proposal conference to provide information to
the proposers submitting a response was held on October 31, 2011
BidNet issued bid notices to 148 prospective proposers, and 74 proposers were notified via
e-mail and fax circulation, which resulted in the receipt of the following ten (10) proposals
1 Responsive Management
2 Q-Q Research Consultants
3 Kerr& Downs Research
4 Profile Marketing Research
5 The Center for Research, Inc
6 Decision Analyst, Inc
7 Issues and Answer Network, Inc
8 ETC Institute
9 Inktel Direct/ FIU Management
10 Behavioral Science Research
On December 1, 2011, the City Manager via Letter to Commission (LTC) No 305-2011,
appointed an Evaluation Committee ("the Committee") consisting of the following individuals
• Kathie Brooks, Director, OBPI,
• Ramiro Inguanzo, Director, Human Resources,
• Dennis Russ, Miami Beach Community Development Director;
• Jon Gardner, Resident and member of the Budget Advisory Committee,
• Lizette Lopez, Resident and member of the Parks and Recreation Board, and
Alternates
• Michael Perlmutter, Resident and member of the Personnel Board.
On December 6 and 9, 2011, the Committee convened and a quorum was attained The
Committee members were provided with Performance Evaluation Surveys and additional
information provided by the responsive proposers
Commission Memorandum—RFP#03-11-12 Community Satisfaction Survey Services
December 14, 2011
Page 4
The Committee members were also provided with a 25-minute question and answer session
with each proposer The following Evaluation Criteria was used to evaluate and rank the
proposers
1 Experience and qualifications of the firm — 30 points.
2. Experience and qualifications of the individual(s) assigned to provide all
survey-related work— 15 points.
3 Methodology and Approach —'15 points.
4 Cost/Fees— 20 points.
5 References from Similar Engagements—20 points.
The Committee ranked the proposers based on their individual perceptions of the proposer's
qualifications, experience, price proposed, reference from similar engagements,
methodology and approach, and competence The final rankings are as follows
ate_ FINAL RANKINGS
RFP#03i1.,1L'12sCOMlvitMi Y
Michael ' LOW
SATISFACTION SURVEY Kathie Ramiro Denis Lizette Perimutt '"- AGGREGATE
Brooks Inguanzo Russ Lopez er TOTALS
Kerr&Downs Research (98)2 (98) 1 (98) 1 (98)2 (91) 1 (7) 1
ETC Institute (100) 1 (97) 2 (95) 2 (100) 1 (86)4 _ (10)2
Responsive Management (84) 5 (94) 5 (93) 3 (95)4 (89)2 _ (19) 3
Inktel (86)4 (95)4 (91)4 (97) 3 (76) 8 _ (23)4
Profile Marketing Research (87) 3 (96) 3 (87) 7 (94) 5 (85) 5 (23) 4
Behavioral Science (76) 8 (92) 6 (85) 8 (94) 5 (88) 3 — (30) 6
Issues and Answer (83)6 (82) 10 (90) 5 (89) 8 (78)6 — (35) 7
The Center for Research (76) 8 (91) 7 (88)6 (91) 7 (77) 7 — (35) 7
Decision Analyst (77) 7 (83) 9 (83) 9 (88) 9 (73) 10 _ (44) 9
Q-Q Research Consultant,LLC (69) 10 (84) 8 (82) 10 (80) 10 (75) 9 (47) 10
A motion was presented by Ramiro Inguanzo, seconded by Kathie Brooks, and unanimously
approved by all Committee members recommending that the City enter into negotiations
with the top-ranked proposer, Kerr & Downs Research and, if negotiations were not
successful with the top-ranked proposer, entering into negotiations with the second ranked
proposer, ETC Institute
The Committee further stated that either proposer, the first-ranked or second-ranked
proposers would be well qualified to provide the services and could recommend any of
them
COMPANY'S PROFILE
Kerr & Downs Research's first experience with Community Opinion Surveys dates to 1979
when most, if not all, surveys were conducted by mail During the mid 1980s, Kerr & Downs
Research persuaded the City of Tallahassee to switch to telephone surveys to enhance the
validity of the information generated Kerr & Downs Research's methodology for
Tallahassee community opinion surveys in the mid 1980s became the blueprint for many
local governments' RFPs
Many of the elements required by the City of Miami Beach in its opinion survey are reflected
in their mid 1980s work for the City of Tallahassee For example, they introduced random
digit telephone dialing to catch the 25% to 55% of municipal populations that are voluntarily
and involuntarily not listed in telephone directories They introduced use of a randomized
Commission Memorandum—RFP#03-11-12 Community Satisfaction Survey Services
December 14, 2011
Page 5
selection process within households to make certain that the demographic mix for the entire
sample was maintained They introduced multiple calls to selected households to prevent
ending up with a glorified convenience sample They introduced pre-testing based on
Downs' academic work involving misperceptions of questionnaire items
Having conducted over 300 studies with local, state, and federal governmental units, Kerr &
Downs Research understand the special constraints placed on government studies and the
political implications They understand the need for consensus, the need to consider
citizens' input, and the importance of gaining support from elected officials They also have
a keen sense of the role of the media in government, and we will be available to represent
the research methods and results to the media if desired
Kerr & Downs Research has always specialized in market research Their partners have
won national awards for research methodologies and articles Their academic excellence
coupled with the "street" knowledge we have gained in over 1,000 studies will ensure that
your study is cost effective, valid and actionable With 3 Ph D s, Kerr & Downs Research will
add value to the City's research dollar by developing action-oriented strategic
recommendations
Kerr & Downs has performed over 200 projects for local governments and has Corporate
Experience with projects for United Airlines, Boeing, Federal Express, BellSouth, Publix,
Delta Air Lines, Club Med, and Prudential, we understand a bottom line orientation
Phillip Downs, Ph D , will be the Project Director on City of Miami Beach's research He will
be intimately involved day-to-day on research design, questionnaire development, analysis,
report preparation, and strategic recommendations While all project team members will be
intimately involved in the project, a key advantage in hiring Kerr & Downs Research is that
the City of Miami Beach will have a senior person who is a recognized national expert in
survey and market research working on its project day-to-day rather than merely managing
the project from a distance both geographically and from an involvement perspective
The following are a list of clients, whom Kerr & Downs Research has completed or is
currently completing projects for, within the past three years
• Publix
• The Kessler Collection
• Capital City Bank
• Innovation Park
• Tallahassee Museum
• Premier Health and Fitness
• The/zimmerman/agency
• Tallahassee Memorial Healthcare'
• Florida State University
• University of Miami
• University of Louisville, KY
• Southwest Florida Water Management District
• VISIT FLORIDA
• Town of Davie
• South Walton TDC
• Florida Department of Transportation
• Florida Prepaid College Plans
• Florida Department of Health
Commission Memorandum-RFP#03-11-12 Community Satisfaction Survey Services
December 14, 2011
Page 6
• Gwinnett County Police Department
• Florida Quitline
• Connecticut Department of Health
• Orlando Department of Health
• Tampa Bay Water
• City of Winter Park
• Coastal Regional Commission (Georgia)
The following is the cost proposed by Kerr& Downs
Survey Review Pretest Develop Design Survey Presentation
Design Survey Survey Comm. Summary Admin.* Results Totals
Phillip Downs
Hourly Rate $ 150.00 S 150.00 $ 150.00 $ 150.00 $ 150.00 $ 150.00 $ 150.00
Estimated Hours 18 6 2 2 20 48
Total Phillip Downs $ 2,700.00 $ 900.00 $ 300.00 $ 300.00 S - $ - $ 3,000.00 $ 7,200.00
Joseph St.Germain
Hourly Rate $ 125.00 $ 125.00 $ 125.00 $ 125.00 $ 125.00 S 125.00 S 125.00
Estimated I-Iours 10 2 2 2 2 10 16 44
Total Joseph St.Germain $ 1,250.00 $ 250.00 $ 250.00 $ 250.00 $ 250.00 $ 1,250.00 S 2,000.00 S 5,500.00
Jennifer Bumside
Hourly Rate S 100.00 S 100.00 S 100.00 S 100.00 S 100.00 $ 100.00 S 100.00
Estimated Hours 4 2 20 14 40
Total Jennifer Burnside 1 5 - S - S - S 400.00 S 200.00 $ 2,000.00 S 1,400.00 S 4,000.00
Carmen Hiers
Hourly Rate $ 125.00 S 125.00 $ 125.00 $ 125.00 S 125.00 S 125.00 5 125.00
Estimated Hours 4 2 4 2 10 22
Total Carmen Hiers $ 500.00 $ 250.00 $ - $ 500.00 $ 250.00 $ - 5 1,250.00 $ 2,750.00
Supervisors
T-Tourly Rate $ 40.00 $ 40.00 $ 40.00 $ 40.00 $ 40.00 $ 40.00 S 40.00
Estimated Hours 2 230 232
Total Supervisors $ - $ - S 80.00 $ - $ - $ 9,200.00 5 - $ 9,280.00
Interviewers
Hourly Rate S 25.00 $ 25.00 S 25.00 S 25.00 S 25.00 S 25.00 S 25.00
Estimated Hours 20 2300 2320
Total Interviewers S - $ - S 500.00 S - $ - S 57,500.00 $ - $ 58,000.00
Total Hours 32 10 26 12 6 2560 60 2706
Total Personnel per Phase $ 4,450.00 S 1,400.00 $ 1,130.00 $ 1,450.00 $ 700.00 $ 69,950.00 $ 7,650.00 5 86,730.00
Travel Charges** $ 800.00 $ - S - $ - $ - S - S 800.00 $ 1,600.00
Total Lump Sum Per Phase $ 5,250.00 S 1,400.00 S 1,130.00 S 1,450.00 S 700.00 $ 69,950.00 S 8 ,450.00 S 88,330.00***
*Survey Administration includes 1,800 resident
surveys and 500 business surveys
**Travel Cost is estimated
and billed at cost
***Follow-up focus groups are optional and will cost$2,000/group or
$5,000/day for up to 4 focus groups
Commission Memorandum—RFP#03-11-12 Community Satisfaction Survey Services
December 14, 2011
Page 7
MANAGER'S DUE DILIGENCE
After considering the review and recommendation of Committee's recommendation, the City
Manager exercised his due diligence and is recommending that the Mayor and the City
Commission authorize negotiations with the top-ranked proposer, Kerr & Downs Research
and, if negotiations were not successful with the top-ranked proposer, entering into
negotiations with the second ranked proposer, ETC Institute, and further authorizing the
Mayor and City Clerk to execute an agreement upon conclusion of successful negotiations
by the Administration
CONCLUSION
The Administration recommends that the Mayor and City Commission of the City of Miami
Beach, Florida accept the recommendation of the City Manager pertaining to the ranking of
proposals pursuant to Request for Proposals (RFP) No 03-11/12, for Community
Satisfaction Survey Services, authorize the Administration to enter into negotiations with the
top-ranked proposer, Kerr & Downs Research and, if negotiations were not successful with
the top-ranked proposer, entering into negotiations with the second ranked proposer, ETC
Institute, and further authorizing the Mayor and City Clerk to execute an agreement upon
conclusion of successful negotiations by the Administration
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