2014-28787 ResoI
RESOLUTION NO. 2014-28787
A RESOLUTION OF THE MAYOR AND CITY COMMISSION OF THE
CITY OF MIAMI BEACH, FLORIDA, AUTHORIZING THE
ADMINISTRATION TO NEGOTIATE AMENDMENT NO. 2 TO THE
CONTRACT BETWEEN THE CITY AND INKTEL CONTACT
CENTER SOLUTIONS LLC (INKTEL), DATED APRIL 26, 2013; SAID
AMENDMENT INCREASING THE SCOPE OF SERVICES TO
INCLUDE CALL CENTER SERVICES FOR THE TRANSPORTATION
DEPARTMENT, FOR AN AMOUNT NOT TO EXCEED $46,000
ANNUALLY; AND FURTHER AUTHORIZING THE CITY MANAGER
AND CITY CLERK TO EXECUTE AMENDMENT NO. 2 UPON
CONCLUSION OF SUCCESSFUL NEGOTIATIONS BY THE
ADMINISTRATION.
WHEREAS, on March 13, 2013, the City Commission passed and adopted resolution No.
2013-28156 authorizing the Administration to enter into negotiations with Inktel pursuant to
Request for Proposals (RFP) No: 022-2013ME for an Offsite Call Center to receive calls for
the Finance, Parking, Emergency Operations Center (EOC) and other department as
needed; and
WHEREAS, on April 26, 2013, the City entered into a contract with Inktel for Citywide Call
Center Service (Inktel Contract); with an initial scope that included services for the Finance,
Parking and Emergency Operations Center(EOC) in an initial amount of$75,000; and
WHEREAS, this contract does not include the Transportation Department within its initial
scope of work, however it allows for amendments to the same from time to time by written
agreement of both parties, Inktel and the City; and
WHEREAS, on January 15, 2014, the Mayor and City Commission approved resolution No.
2014-28448 increasing call center services for the scope of the Inktel Contract to include the
Building Department; and
WHEREAS, on April 30, 2014, the City Commission approved the award of Invitation to Bid
(ITB) No. 2014-154-SR for North Beach Turnkey Trolley Operations and Maintenance
Services to Limousines of South Florida, Inc. (LSF), and following the award of the ITB, an
Agreement between the City and LSF was executed on May 8, 2014; and
WHEREAS, the North Beach Trolley is expected to begin service by October 31, 2014; and
WHEREAS, the Administration anticipates that the new trolley service will attract a high
volume of passengers and thus generate high number of calls/information requests that
would 'require a significant amount of staff resources; and
WHEREAS, to ensure the constant provision of excellent customer service to the trolley
passengers, the Administration is seeking City Commission approval to increase the scope
of services for the Inktel Contract to include call center services for the Transportation
Department; and
WHEREAS, the Administration has estimated the value of this increase in scope to be
$46,000 per year or less, based upon the estimated call volume of 15,000 calls per year,
similar to levels experienced by the City of Miami for its trolley service.
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
authorize the Administration to negotiate Amendment No. 2 to the Contract between the City
and Inktel Contact Center Solutions LLC (Inktel), dated April 26, 2013; said Amendment
increasing the scope of services to include call center services for the Transportation
Department, for an amount not to exceed $46,000 annually; and further authorize the City
Manager and City Clerk to execute Amendment No. 2 upon conclusion of successful
negotiations by the Administration.
PASSED and ADOPTED this 22nd day of October 2014.
ATTEST:
i
Phili ,� ;'Mayor
Rafael E. Granado, C4 Clerk
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INC0 0 AT EU APPROVED
AS TO
FORM & LANGUAGE
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'City Attorney Date
T:IAGENDA120141October 22,2014 Call Center Services for Transportation Department-RESO.doc
COMMISSION ITEM SUMMARY
Condensed Title:
A Resolution Of The Mayor And City Commission Of The City Of Miami Beach, Florida, Authorizing
The Administration To Negotiate Amendment No. 2 To The Contract Between The City And Inktel
Contact Center Solutions Llc(Inktel), Dated April 26, 2013; Said Amendment Increasing The Scope Of
Services To Include Call Center Services For The Transportation Department, For An Amount Not To
Exceed $46,000 Annually; And Further Authorizing The City Manager And City Clerk To Execute
Amendment No. 2 Upon Conclusion Of Successful Negotiations By The Administration
Key Intended Outcome Supported:
Ensure that a universal culture of high quality customer service is driving the conduct of the City
Commission and all City employees.
Supporting Data(Surveys, Environmental Scan, etc According to the 2014 Miami Beach
Community Satisfaction Final Report, nearly half of residents (49%) claimed they would take the local
bus circulators. Additionally, in the same report, it was found that customer service ratings trended down
from 2012 to 2014 with less percentage of residents giving City employees high marks for the ease of
finding someone to help (61%) and overall satisfaction (62%). About three in five residents (63%)
claimed that the City was open to hearing their concerns.
Item Summa /Recommendation:
On March 13, 2013, the City Commission passed and adopted a resolution authorizing the
Administration to enter into negotiations with Inktel pursuant to Request for Proposals (RFP) No: 022-
2013ME for an Offsite Call Center to receive calls for the Finance, Parking, Emergency Operations
Center (EOC) and other department as needed, and further authorizing the execution of a contract
with Inktel upon conclusion of negotiations.
On April 26, 2013, the City entered into a contract with Inktel for Citywide Call Center Service; with an
initial scope that included services for the Finance, Parking and Emergency Operations Center (EOC)
in an initial amount of$75,000 with an option to include other departments as needed. At this time, the
Administration is seeking to add the Transportation Department to the scope as provided for in the
above referenced RFP.
On April 30, 2014, the City Commission approved the award of Invitation to Bid (ITB) No. 2014-154-
SR for North Beach Turnkey Trolley Operations and Maintenance Services to Limousines of South
Florida, Inc. (LSF). Following the award of the ITB, an Agreement between the City and LSF was
executed on May 8, 2014. The North Beach Trolley is expected to begin service by October 31, 2014.
The Administration anticipates that the new trolley service will attract a high volume of passengers as
has been experienced with other circulator routes that operate within the City; and thus a high number
of calls/information requests are expected to be received by the Transportation Department. To
ensure the constant provision of excellent customer service to the trolley passengers, the
Administration is seeking City Commission approval to include the Transportation Department in the
existing agreement with Inktel as provided for in RFP No: 022-2013ME. This approval will increase the
existing scope to provide call center services to passengers wishing to obtain information regarding
the trolley service or other transportation-related information for which a script could be created by
City staff and used to train Inkel representatives.
Advisory Board Recommendation:
N/A
Financial Information:
Source of Amount Account
Fu ds: 1 FY 2014/15: 106-6260-000312 Transportation Quality of Life
$46,000 Fund
2 $46,000 Future annual costs subject to annual budget appropriations
Financial Impact Summary:
City Clerk's Office Legislative Tracking:
Jose R. Gonzalez, ext. 6768
Sign-Offs:
Department Director Assistant Cit anager City anager
JRG KGB JLM
TAAGEND\2014\0ctober\Call Center Service for the Transpo ton Department Sum.doc
AGENDA ITEM C 7 R
MIAMIBEACH DATE �l0-a ^ t
City of Miami Beath, 1700 Convention Center Drive,Miami Beach, Florida 33139,www.miamibeachfl.gov
COMMISSION MEMORANDUM
TO: Mayor Philip Levine and Members f the City ommission
FROM: Jimmy L. Morales, City Manager
DATE: October 22, 2014
SUBJECT: A RESOLUTION OF THE MA R AND CITY COMMISSION OF
THE CITY OF MIAMI BEACH, FLORIDA, AUTHORIZING THE
ADMINISTRATION TO NEGOTIATE AMENDMENT NO. 2 TO
THE CONTRACT BETWEEN THE CITY AND INKTEL
CONTACT CENTER SOLUTIONS LLC (INKTEL), DATED
APRIL 26, 2013; SAID AMENDMENT INCREASING THE
SCOPE OF SERVICES TO INCLUDE CALL CENTER
SERVICES FOR THE TRANSPORTATION DEPARTMENT,
FOR AN AMOUNT NOT TO EXCEED $46,000 ANNUALLY;
AND FURTHER AUTHORIZING THE CITY MANAGER AND
CITY CLERK TO EXECUTE AMENDMENT NO. 2 UPON
CONCLUSION OF SUCCESSFUL NEGOTIATIONS BY THE
ADMINISTRATION.
FUNDING
The Transportation Department has budgeted $46,000 in FY 2014/2015 for these
services. Future annual costs will be subject to annual budget appropriations.
KEY INTENDED OUTCOME SUPPORTED
Ensure that a universal culture of high quality customer service is driving the conduct of
the City Commission and all City employees.
ANALYSIS
On March 13, 2013, the City Commission passed and adopted a resolution authorizing
the Administration to enter into negotiations with Inktel pursuant to Request for
Proposals (RFP) No: 022-2013ME for an Offsite Call Center to receive calls for the
Finance, Parking, Emergency Operations Center (EOC) and other department as
needed, and further authorizing the execution of a contract with Inktel upon conclusion of
negotiations.
On April 26, 2013, the City entered into a contract with Inktel for Citywide Call Center
Service; with an initial scope that included services for the Finance, Parking and
Emergency Operations Center (EOC) in an initial amount of $75,000 with an option to
include other departments as needed. At this time, the Administration is seeking to add
the Transportation Department to the scope as provided for in the above referenced
RFP.
Commission Memorandum-Call Center Services for the Transportation Department
October 22, 2014
Page 2 of 2
On April 30,2014, the City Commission approved the award of Invitation to Bid (ITB) No.
2014-154-SR for North Beach Turnkey Trolley Operations and Maintenance Services to
Limousines of South Florida, Inc. (LSF). Following the award of the ITB, an Agreement
between the City and LSF was executed on May 8, 2014. The North Beach Trolley is
expected to begin service by October 31, 2014.
The Administration anticipates that the new trolley service will attract a high volume of
passengers as has been experienced with other circulator routes that operate within the
City; and thus a high number of calls/information requests are expected to be received
by the Transportation Department. To ensure the constant provision of excellent
customer service to the trolley passengers, the Administration is seeking City
Commission approval to include the Transportation Department in the existing
agreement with Inktel as provided for in RFP No: 022-2013ME. This approval will
increase the existing scope to provide call center services to passengers wishing to
obtain information regarding the trolley service or other transportation-related information
for which a script could be created by City staff and used to train Inkel representatives.
The amendment value of $46,000 per year is based on an estimated call volume of
15,000 calls per year, similar to levels experienced with the City of Miami Trolley. The
City will be invoiced based on actual calls incurred.
RECOMMENDATION
The Administration recommends that the Mayor and City Commission authorize the
Administration to negotiate Amendment No. 2 to the contract between the City and Inktel
Contact Center Solutions LLC (Inktel), dated April 26, 2013; said Amendment increasing
the scope of services to include call center services for the Transportation Department,
for an amount not to exceed $46,000 annually; and further authorizing the City Manager
and City Clerk to execute Amendment No. 2 upon conclusion of successful negotiations
by the Administration.
JLM/KJB/JRG-
T:WGEND\2014\0ctober\Ca11 Center Service for the Transportation Department.doc