Request for ProposalsREQUEST FOR PROPOSALS
FOR THE IMPLEMENTATION OF A CALL CENTER FOR
THE BUILDING DEPARTMENT
RFP ~ 08-08109
RFP DUE DATE: DECEMBER 1 5, 2008 at 3:00 P.M.
Ma:'io i.3revez, Senior Procvremenl 5~eciol'>r
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PROCUREMENT DIVISION PUBLIC NOTICE
Tel:3o~a73~~sc.F~„ 7a~r3ccaoc;
FOE T=1E IMPLEMENTATION OF .A CAL 'CENTER FJk'. 7~IC BU:CCHNG~ DCPARTMENT
Request for Proposals (RFP) No. 08-08/09
Scope of Services
The City of Miami Beach Building Department wishes to assess its ability to improve its level of customer
service by conducting a pilot program that will handle all of the Departments overflow calls for a period of
four (4) months in an off-site call center.
Pending the successful completion of the pilot program, the City will have the sole option to continue with
the overflow calls or assigning all of the calls to the off-site call center.
Currently, the Building Department does not have the resources to answer and respond to all the calls it
receives.
The Building Department wishes to hire a company that provides a fully equipped offsite call center,
including all the necessary resources required to achieve an abandon rate of less than 5%.
It is anticipated that the successful proposerwill negotiate with the City for a term contract with an initial term
of three (3) years. with an option to renew for an additional two (2) one-year extensions at the City's sole
discretion.
Sealed proposals will be received until 3:00 PM on December 15, 2008 at the following address
City of Miami Beach
City Hall
Procurement Division -Third Floor
1700 Convention Center Drive
Miami Beach, Florida 33139
Any proposal received after 3:00 PM on December 15, 2008 will be returned to the proposer unopened. The
responsibility for submitting proposals before the stated time and date is solely the responsibility of the
proposer.
The City will not be responsible for delays caused by mail, courier service, including U.S. Mail, or any other
occurrence.
A Pre-Proposal Submission Meeting is scheduled for November 25, 2008, at 10:00 A.M. at the
following address:
City of Miami Beach
City Hall -Fourth Floor
1700 Convention Center Drive
City Manager's Small Conference Room
Miami Beach, Florida 33139
fi- P No 060609 FOR THE IMP_EMENTATION 0= n CALL CENTER
DEPARTM=N'
t t. 12~2008Cay of Mam Beach Fax 2 of a0
The City of Miami Beach is using RFP Depot, a central notification system which provides bid notification
services to interested vendors. RFP Depot allows for vendors to register online and receive notification of
new bids, amendments and awards. Vendors with Intemet access should review the registration options at
the following website: wvnv.rfodepot.com.
If you do not have Internet access, please call the RFP Depot's vendor support group at 801-765-9245.
Attendance (in person or via Telephone) to this Pre-Proposal submission meeting is encouraged and
recommended as a source of information, but is not mandatory. Proposers interested in participating in the
pre-Proposal submission meeting via telephone must follow these steps:
(1) Dial the TELEPHONE NUMBER: 1-800-915-8704 (Toll-free North America)
(2) Enter the MEETING NUMBER: "2659980' (note that number is preceded and followed by the star (")
key).
Proposers who are interested in participating via telephone, please send an a-mail to
mariaestevez@miamibeachfl.gov expressing your intent to participate via telephone at least one business
day in advance of the meeting.
THE CITY OF MIAMI BEACH RESERVES THE RIGHT TO ACCEPT ANY PROPOSAL DEEMED TO BE IN
THE BEST INTEREST OF THE CITY OF MIAMI BEACH, OR WAIVE ANY INFORMALITY IN ANY
PROPOSAL. THE CITY OF MIAMI BEACH MAY ALSO REJECT ANY AND ALL PROPOSALS.
YOU ARE HEREBY ADVISED THAT THIS REQUEST FOR PROPOSALS IS SUBJECT TO THE
FOLLOWING ORDINANCESIRESOLUTIONS. WHICH MAY BE FOUND ON THE CITY OF MIAMI BEACH
WEBSITE: http:/iweb.miamibeachflyov/procurement)
• CONE OF SILENCE -- ORDINANCE NO. 2002-3378
• CODE OF BUSINESS ETHICS -- RESOLUTION NO. 2000-23879.
• DEBARMENT PROCEEDINGS -- ORDINANCE NO. 2000-3234.
PROTEST PROCEDURES --ORDINANCE NO. 2002-3344.
• LOBBYIST REGISTRATION AND DISCLOSURE OF FEES -ORDINANCE NO. 2002-3363.
• CAMPAIGN CONTRIBUTIONS BY VENDORS -ORDINANCE N0. 2003-3389.
• REQUIREMENT FOR CITY CONTRACTORS TO PROVIDE EQUAL BENEFITS FOR DOMESTIC
PARTNERS -ORDINANCE NO. 2005-3494
Sincerely,
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Gus Lopez, CPPO
Procurement Director
RF° N°: 08-08-CO FOR THE IMPLEMENITATION OF A CALI. CrNT=R FOR TKE BUILi11NG
DEf•AK'MENT
1 V1B2008CIry of b8am, EiexJi Page 3 0~ 40
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Clty o1 Mfaml Bead. 77CC GonwnM1On ~znier Drive, hliam. Hzach, Flonda 33735. wvrotmiartflbeacLO.yae'
PROCUREMENT Division
Tel'3050737490 Fax. 7AG3A4.4002
RFP No. 08-08/09
NOTICE TO PROSPECTIVE PROPOSERS
If not submitting a proposal at this time, please detach this sheet from the RFP documents, complete
the information requested, and return to the address listed above.
NO PROPOSAL SUBMITTED FOR REASON(S) CHECKED AND/OR INDICATED:
Not responding due to workload issues.
Not responding due to minimum experience requirement.
Not responding due to specifications/scope of services.
Not responding due to timely payment issues.
OTHER. (Please specify)
We do do not want to be retained on your mailing list for future proposals for the type or
product and/or service.
Signature:
Company:
Note: Failure to respond, either by submitting a proposal or this completed form, may result in your
company being removed from the City's bid list.
RFC Na OS-08~U_~ FUR 1 Ht IfJ+'L'cMENTATIDN DFn CALL CENTER FDR THE BUI~DMG
DEPARTMENT
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® M1AM1 BEACH
Clry of Miami Beach. 1709 Convenfion Censer Uriva, f:'iami Beach. Fiontla 33155, vnvvcmiamibea:hflgov
PROCUREMENT DIVISION
Tel 3U5-3?3-T46C. Fax: 3058737851
TABLE OF CONTENTS
PAGE
I. OVERVIEW AND PROPOSAL PROCEDURES 6-11
II. SCOPE OF SERVICESISPECIFICATIONS 12-14
III. PROPOSAL FORMAT 16-17
IV. EVALUATION/SELECTION PROCESS
CRITERIA FOR EVALUATION 18
V. PROPOSAL DOCUMENTS TO BE COMPLETED AND
RETURNED TO CITY WITH PROPOSAL SUBMISSION
-All items outlined as required under Proposal Format (Section III)
and Scope of ServiceslSpecifications (Section II)
-Signed Insurance Checklist 19
-Proposer Information 20
-Acknowledgment of Addenda 21
-Declaration 22
-Sworn StatementlSection 287.133(3)(x), Florida Statutes -
Public Entity Crimes 23-24
-Questionnaire 25-29
- Declaration: Nondiscrimination in Contracts and Benefits 34-36
- Reasonable Measures Application (If Applicable) 37
-Substantial Compliance (If Applicable) 38x10
VI. DOCUMENTS TO BE COMPLETED BY CUSTOMERS OF THE RESPONDENTS
- Performance Evaluation Letters 30-31
- Performance Evaluation Survey
RFP No OSOf.-09 FOR THE IMPLEMENTATION OF A CALL CENTER °OR THE BUILDING
DEPARTMENT
Page. 5 M [C
The City of Miami Beach Building Department wishes to assess its ability to improve its level of customer
service by conducting a pilot program that will handle all of the Departments overflow calls for a period of
four (4) months in an off-site call center.
Pending the successful completion of the pilot program, the City will have the sole option to continue with
the overflow calls or assigning all of the calls to the off-site call center.
Currently, the Building Department does not have the resources to answer and respond to all the calls it
receives.
The Building Department has a permitting number, (305-673-7370), that is handled by an Interactive Voice
Response (IVR) system. This number receives an average of 77,000 calls per year. This number is used
by callers to schedule, cancel and listen to the results of permit inspections without the help of a live
person. This number also feeds calls to an Automated Call Distribution (ACD) system which routes calls to
the Building Department employees that are logged in and available based on the input from the caller.
The Building Department main number, 305-673-7610, receives an average of 80,000 calls per year. This
number is answered by an additional IVR that offers general information so callers can select where to route
the call; and it also feeds calls to the ACD system.
Of the approximately 157,000 calls to the main Building Department number and the permitting number, the
ACD receives approximately 75,000 calls per year. The employees are able to answer only 42% of the
calls. The remaining 58% of calls are either forwarded to voicemail (40%) or end when the caller decides to
hang up (18%).
We expect the amount of calls to be answered by the selected call center, to range between 50,000. and
80,000. We suspect that many of the 75.000 calls currently received by the Building Department ACD are
repeat callers who previously decided to hang up before reaching an employee. The increased call taker
capacity (offered by call centers) will result in more calls being handled correctly on the caller's first attempt.
Therefore, the need for repeat callers. to call again will be significantly reduced.
The Building Department wishes to hire a company that provides a fully equipped offsite call center.
including all the necessary resources required to achieve an abandon rate of less than 5%.
It is anticipated that the successful proposer will negotiate with the City for a term contract with an initial term
of three (3) years, with an option to renew for an additional two (2) one-year extensions at the City's sole
discretion.
B. RFP TIMETABLE
The anticipated schedule for this RFP and contract approval is as follows
RFP Issued November 10. 2008
Pre-proposal submission meeting November 25. 2008
Deadline for receipt of questions December 5, 2008
Deadline for receipt of Proposals December 15, 2008 at 3:00 P.M.
Evaluation Committee meeting December 2008
Commission approval authorizing negotiations January 2009
Contract negotiations January 2009
Projected contract start date February 2009
RFP NC C&0809
rrPS,RTMeNT
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C. PROPOSALS SUBMISSION
An original and ten (10) copies of complete proposals must be received no later than 3:00 p.m. on
December 15, 2008, at the following address:
City of Miami Beach
City Hall
Procurement Division --Third Floor
1700 Convention Center Drive
Miami Beach, Florida 33139
The original and all copies must be submitted to the Procurement Division in a sealed envelope orcontainer
stating on the outside the Proposers name, address, telephone number. RFP number and title, and due
date. No facsimile, electronic, or a-mail responses will be considered.
The responsibility for submitting a response to this RFP to the Procurement Division on or before the stated
time and date will be solely and stricily that of the Proposer. The City will in noway be responsible for delays
caused by the U.S. Post Office or caused by any other entity or by any occurrence. Responses received
after the RFP due date and time will not be accepted and wilt not be considered.
D. Requirement for City Contractors to Provide Equal Benefits for Domestic Partners (the
"Ordinance")
Proposers are advised that this RFP and any contract awarded pursuant to this procurement process shall
be subject to the applicable provisions of Ordinance No. 2005-3494, entitled 'Requirement for City
Contractors to Provide Equal Benefits for Domestic Partners (the "Ordinance")."The Ordinance applies to all
employees of a Contractor who works within the city limits of the City of Miami Beach, Florida, and the
Contractor's employees located in the United States, but outside of the City of Miami Beach limits, who are
directry performing work on the contract within the City of Miami Beach.
All Proposers shall complete and return, with their proposal, the "Declaration: Non-discrimination in
Contracts and Benefits" form contained herein. The Cfty shall not enter into any contract unless the
Proposers certifies that such firm does not discriminate in the provision of Benefits between employees with
Domestic Partners and employees with spouses and/or between the Domestic Partners and spouses of
such employees.
Contractors may also comply with the Ordinance by providing an employee with the Cash Equivalent of such
Benefit or Benefits, if the City Manager or his designee determines that:
a. The Contractor shall complete and return the "Reasonable Measures Application" contained
herein, and the Cash Equivalent proposed: AND.
b. The Contractor shall complete and return the "Substantial Compliance Authorization Form"
contained herein.
It is important to note that Contractors are considered in compliance if Contractor provides benefits
neither to employees' spouses nor to employees' Domestic Partners.
E. PRE-PROPOSAL SUBMISSION MEETING
A Pre-Proposal submission meeting is scheduled for November 25, 2008 at 10:00 A.M. at the following
address:
City of Miami Beach
City Hall -Fourth Floor
City Manager's Smalt Conference Room
1700 Convention Center Drive
Miami Beach, Florida 33139
RFP No'. UiP08-!i5 FOR --IE IN?~LEMEMFTION Or H CALI Cr NT[R FC:R THE BVI~ING
DEPhRTMENT
1 v12~2008C3y cf Mram Beach Pape ? U 40
Attendance (in person or via telephone) is encouraged and recommended as a source of information. but is
not mandatory. Proposers interested in participating in the pre-RFP submission meeting via telephone
must follow these steps:
(1) Dial the TELEPHONE NUMBER: 1-800-915-8704 (Toll-free North America)
(2) Enter the MEETING NUMBER: "2659980' (note that number is preceded and followed by the star (*)
key),
Proposers who are interested in participating via telephone, please send an a-mail to the contact person
listed below. expressing your intent to participate via telephone.
F. CONTACT PERSONIADDITIONAL INFORMATION/ADDENDA
The contact person for this RFP is Maria Estevez at phone: 305-673-7234; fax: 786-3934002; or a-mail:
mestevez@miamibeachfl.gov. Communications between a proposer, bidder, lobbyist andJOr
consultant and the Procurement Division are limited to matters ofprocess or procedure.
Requests for additional information or clarifications must be made in writing to the Procurement Division.
Facsimile or a-mail requests are acceptable. Please send all questions to mestevez(o~miamibeachFl.gov and
a copy to guslo~ez a miamibeachflTaov and City Clerk's Office RobertParcherla"~miamibeachfl.gov no later
than the date specified in the RFP timetable.
The Procurement Division will issue replies to inquiries and any other corrections or amendments. as it
deems necessary, in written addenda issued prior to the deadline for responding to the RFP. Proposers
should not rely on representations. statements. or explanations. other than those made in this RFP or in any
written addendum to this RFP. Proposers should verify with the Procurement Division prior to
submitting a proposal that all addenda have been received.
Proposers are advised that oral communications between the Proposer, or their representatives, and the
Mayor or City Commissioners and their respective staff. or members of the City's administrative staff (to
include the City Manager and his staff). or evaluation committee members, is prohibited.
G. MODIFICATION/WITHDRAWALS OF PROPOSALS
A Proposer may submit a modified proposal to replace all or any portion of a previously submitted proposal
up until the proposal due date and time. Modifications received after the proposal due date and time will not
be considered.
Proposals shall be irrevocable until contract award unless withdrawn in writing prior to the proposal due date
or after expiration of 120 calendar days from the opening of Proposals without a contract award. Letters of
withdrawal received after the proposal due date and before said expiration date and letters of withdrawal
received after contract award will not be considered.
H. RFP POSTPONEMENT/CANCELLATIONIREJECTION
The City may, at its sole and absolute discretion. reject any and all, or parts of any and all, Proposals; re-
advertise this RFP; postpone or cancel, at any time, this RFP process; or waive any irregularities in this
RFP, or in any Proposals received as a result of this RFP.
All expenses involved with the preparation and submission of Proposals to the City, or any work performed
in connection therewith, shall be the sole responsibility of the Proposers) and shall not be reimbursed by the
City.
RAG No 060609 ~OF21 H_ IMf CEMENTATION OF A CA:L CENTER FOR THE BUIIAING
DEPARTMENT
71!f 2200&'ity d Miami Beach Pale B CI dC
J. EXCEPTIONS TO RFP
Proposers must clearly indicate any exceptions they wish to take to any of the terms in this RFP. and outline
what alternative is being offered: which exceptions and alternatives shall be included and clearly delineated
in proposers' submittal response. The City, at its sole and absolute discretion, may accept or reject the
exceptions. In cases in which exceptions are rejected, the City shall require the Proposer to comply with the
particular term andlor condition of the RFP which proposer takes exception to (as said term andlor condition
was originally set forth on the RFP).
K. SUNSHINE LAW
Proposers are hereby notified that all proposals, including with or without limitation any and all information
and documentation submitted will be available for public inspection after opening of Proposals, in
compliance with Chapter 286, Florida Statutes. (the Florida "Government in the Sunshine Law".
L. NEGOTIATIONS
The City may award a contract on the basis of initial offers received, without discussion, or may require
Proposers to give oral presentations based on their Proposals. The Ciry reserves the right to enter into
further negotiations with the top-ranked Proposer, (following authorization of negotiations by the City). No
Proposer shall have any rights in the subject project or property or against the City arising from such
negotiations. Notwithstanding the proceeding. the City is in noway obligated to enter into a contract with the
top-ranked andlor successful proposer, in the event the parties are unable to negotiate a contract.
M. PROTEST PROCEDURE
Proposers that are not selected may protest any recommendation for selection of award in accordance with
the proceedings established pursuant to City of Miami Beach Ordinance No. 2002-3344. Protest(s) not
timely made pursuant to the requirements of Ordinance No. 2002-3344 shall be barred.
N. RULES; REGULATIONS; LICENSING REQUIREMENTS
Proposers are expected to be familiar with. and comply with, all Federal. State, County, and Ciry laws.
ordinances, codes, and regulations that may in any way affect the services offered, including without
limitation the Americans with Disabilities Act; Title VII of the Civil Rights Act, the EEOC Uniform Guidelines.
and all EEO regulations and guidelines. Ignorance of the law(s) on the part of the Proposer will in noway
relieve it from responsibility for compliance.
O. DEFAULT
Failure or refusal of a Proposer to execute a contract following award by the City Commission, or untimely
withdrawal of a proposal before such award is made and approved, may result in forfeiture of that portion of
any surety required as liquidated damages to the City. Where surety is not required. such failure may result
in a claim for damages by the City and may be grounds for removing the Proposer from the City's vendor
list.
P. CONFLICT OF INTEREST
All Proposers must disclose. with in their proposal. the name(s) of any officer. director, agent, or immediate
family member (spouse, parent, sibling, and child) who is also an employee of the City of
Miami Beach. Further, all Proposers must disclose the name of any City employee who owns, either directly
or indirectly, an interest of ten (10%) percent or more in the Proposer entity or any of its affiliates.
Q. COMPLIANCE WITH THE CITY'S LOBBYIST LAWS
All Proposers are expected to be or become familiar with all City of Miami Beach Lobbyist laws, as amended
from time to time. Proposers shall ensure that all Ciry of Miami Beach Lobbyist laws are complied with. and
shall be subject to any and all sanctions. as prescribed herein. in eluding disqualification of their Proposals.
R°P Nc 0&0809 FOR 1 HE IMPLEMEMAThON OF r'. CNLL CENTER FCR TY.E BUI_DING
DePARTMENT
i t f72~cJ~8Cay of Mlami Beach PaOB 5 of 4C
in the event of such non-compliance.
R. PROPOSER'S RESPONSIBILITY
Before submitting a proposal, each Proposer shall be solely responsible for making any and all
investigations and examinations, as it seems necessary: to ascertain all conditions and requirements
affecting the full performance of the contract. Ignorance of such conditions and requirements, and/or failure
to make such investigations and examinations, will not relieve the Proposer from any obligation to comply
with every detail and with all provisions and requirements of the contract documents, and wilt not be
accepted as a basis for any subsequent claim whatsoever for any monetary consideration on the part of the
Proposer.
It is the intent of the City, and proposers hereby acknowledge and agree, that the successful Proposer is
considered to bean independent contractor and that neither the Proposer, nor the Proposer's employees,
agents. andlor contractors, shall, under any circumstances, be considered employees or agents of the City.
T. PUBLIC ENTITY CRIME (PEC)
A person or affiliate who has been placed on the convicted vendor list following a conviction for public entity
crimes may not submit a bid on a contract to provide any goods or services to a public entity, may not
submit a bid on a contract with a public entity for the construction or repair of a public building or public work,
may not submit bids on leases of real property to public entity, may not be awarded or perform work as a
contractor, supplier, sub-contractor, or consultant under a contract with a public entity ,and may not transact
business with any public entity in excess of the threshold amount provided in Sec. 287.017, for
CATEGORY TWO for a period of 36 months from the date of being placed on the convicted vendor list.
Pursuant to Section 2-486 of the City Code (entitled "Cone of Silence") proposers are hereby advised that
the Cone of Silence requirements listed herein shall apply.
V. DEBARMENT ORDINANCE
Proposers are hereby advised that this RFP is further subject to City of Miami Beach Ordinance No.
2000-3234 (Debarment Ordinance). Debarment may constitute grounds for termination of the contract, as
well as, disqualification from consideration on any future City of Miami Beach RFP, RFO, RFLI, or bid.
W. PROHIBITED CAMPAIGN CONTRIBUTIONS BY VENDORS
Pursuant to Section 38-6 of the City Code, no person who is a vendor to the City shall give a campaign
contribution directly. or through a member of the person's immediate family, or through a political action
committee, or through any other person, to a candidate, or to the campaign committee of a candidate, for
the o~ces of mayor or commissioner. No candidate. or campaign committee of a candidate for the offices of
mayor or commissioner, shall solicit or receive any campaign contribution from a person who is a vendor to
the City, or through a member of the person's immediate family, or through a political action committee, or
through any other person on
behalf of the person. This prohibition applies to natural persons and to persons who hold a controlling
financial interest in business entities
Pursuant to Resolution No.2000-23879 each person or entity that seeks to do business with the City shall
adopt a Code of Business Ethics ("Code") and submit that Code to the Procurement Division with your
bidlresponse or within five days upon receipt of request.
The Code shall, at a minimum, require your firm or you as a sole proprietor; to comply with all applicable
RFP Nn 08~OSD9 FUR 7HE IMVL6MhN IA710N OF A OALL CENTER Fv4 THE BUI:OING
OEPARTMENr
I I(12+2J.1BCicy of Miami Beach Page tU of a0
governmental rules and regulations including, among others, the conflict of interest, lobbying and ethics
provision of the City Code.
Y. AMERICAN WITH DISABILITIES ACT
Call 305-673-7490NOICE to request material in accessible format; sign language interpreters (five days in
advance when possible). or information on access for persons wRh disabilities. For more information on ADA
compliance please call Robert Halfhill, Public Works Department. at 305-673-7631.
Z. ACCEPTANCE OF GIFTS, FAVORS, SERVICES
Proposers shall not offer any gratuities: favors: or anything of monetary value to any official, employee, or
agent of the City, for the purpose of influencing consideration of this proposal.
Pursuant to Sec. 2-449 of the City Code, no officer or employee of the City shall accept any gift, favor or
service that might reasonably tend improperly to influence him in the discharge of his official duties.
RFP Nn' A&Ofi-QS FOR TF7C IMPLEMENTATION OF A CAL CENTER FOR T-IE BUILDIN3
DEPAF.TMENT
1 V t2'7~0.5CIly of h113m1 E3ee~^, V39e. 11 01 JD
The City of Miami Beach Building Department wishes to assess its ability to improve its level of customer
service by conducting a pilot program that will handle all of the Departments overflow calls for a period of
four (4} months in an off-site call center.
Pending the successful completion of the pilot program, the City will have the sole option to continue with
the overflow calls or assigning all of the calls to the off-site call center.
Currently, the Building Department does not have the resources to answer and respond to all the calls it
receives.
The Building Department has a permitting number, (305-673-7370}, that is handled by an Interactive Voice
Response (IVR) system. This number receives an average of 77.000 calls per year. This number is used
by callers to schedule, cancel and listen to the results of permit inspections without the help of a live
person. This number also feeds calls to an Automated Call Distribution (ACD) system which routes calls to
the Building Department employees that are logged in and available based on the input from the caller.
The Building Department main number, 305-673-7610. receives an average of 80,000 calls per year. This
number is answered by an additional IVR that offers general information so callers can selectwhere to route
the call, and it also feeds calls to the ACD system.
Of the approximately 157,000 calls to the main Building Department number and the permitting number, the
ACD receives approximately 75,000 calls per year. The employees are able to answer only 42% of the
calls. The remaining 58% of calls are either forwarded to voicemail (40%) orend when the caller decides to
hang up (18%).
We expect the amount of calls to be answered by the selected call center, to range between 50.000, and
80;000. We suspect that many of the 75,000 calls currently received by the Building Department ACD are
repeat callers who previously decided to hang up before reaching an employee. The increased call taker
capacity (offered by call centers) will result in more calls being handled correctty on the caller's first attempt.
Therefore, the need for repeat callers, to call again will be significantly reduced.
The Building Department wishes to hire a company that provides a fully equipped offsite call center.
including all the necessary resources required to achieve an abandon rate of less than 5%.
It is anticipated that the successful proposerwill negotiate with the City for a term contraciwith an initial term
of three (3) years, with an option to renew for an additional two (2) one-year extensions at the Citys sole
discretion.
The preferred provider should possess the following capabilities:
1. Provide automatic call distribution with full reporting capabilities.
2. Call Center needs to be able to handle between 50.000 and 80.000 calls a year during full
operations and approximately 25,000 calls per year during the pilot program.
3. High Percentage (minimum of 50%) of Bilingual operators (SpanishlEnglish).
4. Provide a knowledge base system to assist contractor's agent to provide proper and consistent
response to inquiries.
5. Provide a seamless telephone interface.
4F'r No' 00~08Ai FOR -CIE IMPLEMEMM1TION OF A CALL CENTER FOR Th:E BVI;UING
JEPAR?MENT
11!tt:200ECrty °1 Miami 9e°_r Vngr. 19 °1 d0
6. Fully operational call center facility for at least five (5} years and preferably in the Miami area.
7. Provide the ability to remotely monitor the interaction between callers and agents.
B. Provide a customer agent assessment mechanism at the Citys option.
9. Call Center to be able to access Building Department software to be able to answer permit
related questions such as: but not limited to, the following:
Miami Beach Building Department address and office hours.
• Give out Building Staff contact numbers and email addresses.
• Take messages for staff and forward the messages via a-mail or text messages.
• Questions regarding plans processing and plan review status.
• Schedule Inspections.
Inspection route information.
• Look up permits and give customers status of permit or any of the following common
requested information:
1. Permit application process.
2. Permit Cancellations,
3. Change of Contractor.
4. Change of Architect.
5. Notice of Commencement.
6. Updates regarding Contractor licensing.
7. Power of Attorney.
8. Owner !Builder Permits.
9. Special Event Permits.
10. Building Permit Estimated Fee.
11.40 Year Recertification.
12. COICC Process and application.
13. Issuance of Contractor Pin Numbers.
14. Report a Complaints Violation.
15. Record Requests.
10. Provide information on transactions that can be done on the website.
11. Full reporting capabilities.
12. Web based resolution tracking system.
13. The call center contractor will be required to provide the necessary technology to meet
American with Disabilities (ADA) requirements.
Liquidated Damages
All of the provisions listed below will not apply during the first 90 days of the contract
The call center provider will respond to 80% of the calls within 30 seconds: failure to meet this performance
standard will result in 1 % credit from the quoted rate. If the abandonment rate exceeds 5%, this will result in
1% credit from the quoted rate.
The contractor is expected to maintain an 80°/a customer satisfaction rate based on the internal tracking
system to be developed by the contractor and monitored by the City, Failure to maintain the desired
customer satisfaction rate will result in 2% reduction from the quoted rate, and if the contractor exceeds 90°/<.
customer satisfaction rate, this will result in a 2% increase over the quoted rate.
RFP Nc 0&~C6-DO FOR THE IM1PLEf,IENTF.T ON OF A G:L_ CENTER FOR THE BUILDING
DE~ARTAF.M
t V72f2008Cay d Miami Beech Page 13 N AU
IT Current Environment Summary
The Building Department currently uses the software called Permits Plus and Wireless from Accela Systems
in Visalia, California. The primary users of the system include the Building Department, Code Compliance.
Planning, and Fire Department, Finance, City Clerk. The EDEN Enterprise system is utilized to perform the
Business License and Sidewalk Cafe Licenses for the City. The Building inspectors utilize the Accela
Wireless handheld software which is a real-time application using a wireless cellular air card solution.
The current server that is hosting the Permits Plus database is using Microsoft SQL Server 2000; however.
this will be migrated to a 64 Bit Microsoft SQL 2005. The City has approximately 92 concurrent users on the
Permits Plus application.
The server is attached to a Storage Area Network (SAN) for all drives containing the application database.
The City uses best practices for this type of configuration. The data resides on Tier 1 Fiber Channel /RAIDS
volume, and fhe transaction logs reside on a RAID1 type of configuration. The City uses Dark Fiber as the
software to backup the data on this server. The server uses both the SQL Backup and the open file agents.
It is also important to note that the complete solution currently resides in a CATS hardened facility located in
Downtown Miami. Remote connectivity to the CMB environment by the call center vendor will need to be
discussed at a future date; however, it will need to be in line with industry best practices for availability and
security: also, be approved by the City of Miami Beach.
The Permits Plus server is connected to the City's Backbone Network through a 10G6 Dark fiber link. The
City's Backbone Network is comprised of a pair Cisco 6509 Layer 3-4 switches and various other Cisco
hardware and software components.
The Permits Plus system is also interfaced to the County's tax collector via a monthly CD that is uploaded
into the system. This is done by the computer operator with the aid of programs that were specially
developed to import the file from the CD.
RFP ale. CL'-Ofi-OU °CR THE IMPLEMENTATION OF A CALL CENTER FOR T1-IE RU~LGiLn-
UE~AHIMEN'
11i :70006CIty 71 MIAMI UeACA FAgC 14 014
The proposer shall have at least five (5) years of experience in operating an off-site call center that
handles at least 200,000 calls per year and it should have a knowledge based system that is
currently being used as part of the operation.
ft%V NG C}0609 FOR THE IM1iPLEMEMATION Or A GALL OEN'cR rOR Tli BVI'JJING
ri?PP.RTMEN7
f s112t2008Ci1y cf Miem~ Beach 'ax t 5 ci AC
SECTION 111 -PROPOSAL FORMAT
Proposals must contain the following documents, each fully completed; and signed as required. If any items
are omitted, Proposers must submit the documentation within five (5) calendar days upon request from the
City. or the proposal shall be deemed non-responsive. The City will notacceptfee/cost information aker
deadline for receipt of Proposals.
1. Table of Contents
Outline in sequential order the major areas of the Proposal; including enclosures. All pages must be
consecutively numbered and correspond to the table of contents.
2. Proposal Points to Address:
Proposer must respond to all minimum requirements listed below. Proposals which do not contain
such documentation may be deemed non-responsive.
a) Introduction letter outlining the Proposer's professional specialization; provide past
experience to support the qualifications of the Proposer. Proposers shall submit documents
that provide evidence as to the capability to provide and implement the services as outlined
in this RFP.
b) Proposers must provide documentation which demonstrates their ability to satisfy all of
the minimum requirements detailed in Section II of this RFP.
c) References: List at least five (5) client references, to include contact name, title, company,
address, telephone numt~er. a-mail address, fax number.
d) Qualifications of Proposer: Outline in detail the experience and qualifications of the
business and individual members of the Proposer entity and experience of Proposer andlor
Proposer members in providing similar projects/programs as the one proposed.
Provide an organizational chart of all personnel and consultants to be used on this
projectlprogram and their qualifications. Aresume of each individual, including education,
experience, and any other pertinent information, shall be included for each team member to
be assigned to this Project.
e) Past Performance Client Survey Information:
Past performance information will be collected on all Proposers. Proposers are required to
identity and submit their best projects. Proposers will be required to send out Performance
Evaluation Surveys to each of their clients.
Please provide your client with the Performance Evaluation Letter and Survey attached
herein on pages 27 and 28. and request that your client submit the completed survey to
Maria Estevez, at (Fax) 786-394-4002 or (e-mail) manaestevez'a~miamibeachfi.gov: and a
copy to Gus Lopez, at (Fax) 786-394-4007 or (e-mail) guslopez'a~miamibeachfl.gov .The
City will not accept Client Surveys sentto the Procurement Division from the office of
the Proposer. Surveys must be sentto the Procurement Division directly from your
client's officelsl. Proposers are responsible for making sure their clients return the
Performance Evaluation Surveys to the City. The City reserves the right to verify and confirm
any information submitted in this process. Such verification may include, but is not limited to.
speaking with current and former clients, review of relevant client documentation. site-
visitation. and other independent confirmaiion of data.
f) Methodology and Approach for the Project:
The Proposer must specifically describe its Proposal methodology and approach.
R°P Nc Q408.84 FpF± TF1' iIAPlLMONTAI ICN Or A (:n.L CENTEk =0H THE BUILDING
DSP4RThIcNT
11I72~'70J8Gtj of Idtenl Beau ~s_l? to of GC
g) Cost Information:
The Proposer must submit the proposed fees relative to the responsibilities listed in the
scope of services based on a cost per minute of service. The contractor will also provide
alternative methods of purchasing service time, these include but it is not limited to cost per
attendant hour, and cost of full-time dedicated staff. The City reserves the right to negotiate
altemative service levels with the contractor during the term of the agreement.
Notwithstanding any cost submitted, the City reserves the right to further negotiate same with
the successful Proposer.
5. Acknowledgment of Addenda:
(IF REQUIRED BY ADDENDUM) and Proposer Information forms.
6. Any other Documents Required by this RFP.
RFP No: U8-08-W3 FOR THE IhIP_cfAEr~RAThY ^F A C41.I CEN~ cR FOR THE BVI~.:.1ING
DEPAR'MENT
t ti t2@00&Oiry of rdiami Beach Paga tt W
The procedure for Proposal evaluation and selection is as follows:
1. Request for Proposals issued.
2. Receipt of proposals.
3. Opening of responses and determination if they meet the minimum standards of responsiveness.
4. An Evaluation Committee. appointed by the City Manager, shall meet to evaluate each proposal in
accordance with the requirements of this RFP. Proposers may be requested to make additional
written submissions or oral presentations to the Evaluation Committee.
5. The Evaluation Committee shall recommend to the City Manager the proposal or proposals
acceptance of which the Evaluation Committee deems to be in the best interest of the City.
The Evaluation Committee shall base its recommendations on the following factors, for a total of 100
possible points:
1. Experience and qualifications of the proposer - 30 points.
2. Experience and qualifications of the individual(s) assigned to provide services to the City-15
points.
3. Methodology and Approach to include the demonstrated ability to achieve the city's
objectives
- 15 points.
4. CostlFees - 30 points.
5. Past Performance Surveys - 10 points.
6, After considering the recommendation(s) of the Evaluation Committee. the City Manager shall
recommend to the Mayor and Commission the proposal or proposals acceptance of which the City
Manager deems to be in the best interest of the City.
7. The City Commission shall consider the CAy Manager s recommendation(s) as it deems appropriate,
and approve the City Manager's recommendation(s); may make its own recommendation (s); may
reject all proposals: or may prescribe such other action, as it deems necessary and in the best
interest of the City.
In consideration of its recommendation. the Mayor and City Commission may consider and give
preference and/or additional consideration to a proposal and/or proposals which, in the
determination of the City Commission, provide a `community" and/or "public' benefit, which added
benefit the City Commission may deem is in the best interest of the City of Miami Beach.
8. Following recommendation of award by the City Commission. negotiations between the selected
Proposers and the City Administration take place to arrive at a contract. If the Mayor and
Commission has so directed, the City Manager may proceed to negotiate a contract with a proposer
other than the top-ranked proposer if the negotiations with the top-ranked proposer fail to produce a
mutually acceptable contract within a reasonable period of time.
9. A proposed contract or contracts are presented to the Mayor and Commission for approval,
modification and approval, or rejection.
10. If and when a contract or contracts acceptable to the respective parties is approved by the Mayor
and Commission, the Mayor and City Clerk sign the contract{s) after the selected proposers) has (or
have) done so.
By submitting a proposal, all Proposers shall be deemed to understand and agree that no property
interest or legal right of any kind shall be created at any point during the aforesaid
RFP No: O&-0&00 FOR THE IMPLEMENTAL On OF A CF_L CENTER -OR THr BUILDING
DEPARTMENT
t 41 i'200PCit.~ M Gaarnl Sea^~ Page 180110
evaluationlselection process until and unless a contract has been agreed to and signed by both
parties.
INSURANCE CHECK LIST
XXX 1. Workers' Compensation and Employer's Liability per the statutory limits of the state of Florida.
XXX 2. Comprehensive General Liability (occurrence form). limits of liability $ 1,000.000.00 per
occurrence for bodily injury property damage to include Premises? Operations: Products,
Completed Operations and Contractual Liability. Contractual Liability and Contractual
Indemnity (Hold harmless endorsement exactly as written in "insurance requirements" of
specifications).
XXX3. Automobile Liability - $1.000.000 each occurrence -owned/non-ownedlhired automobiles
included.
4 . Excess Liability - $ 00 per occurrence to follow the primary coverages.
XXX 5. The City must be named as and additional insured on the liability policies; and it must be stated
On the reltifi0.lte.
6. Other Insurance as indicated:
_ Builders Risk completed value $ 00
_ Liquor Liability $ 00
_ Fire Legal Liability $ . 00
_ Protection and Indemnity S 00
Professional Liability S .00
Employee Dishonesty Bond S 00
Theft Covering Money andlor Property
Of Others $ 00
XXX 7.Thirty (30) days written cancellation notice required
XXX 8.Best's guide rating B+:VI or better. latest edition.
XXX 9.The certificate must stale the RFP number and title
PROPOSER AND INSURANCE AGENT STATEMENT:
We understand the Insurance Requirements of these specifications and that evidence of this insurance may
be required within five (5) days after Proposal opening. Selected Proposer's failure to procure or
maintain required insurance program shall constitute a material breach of Agreement under which
City may immediately terminate the proposed Agreement.
Proposer Signature of Proposer
RFP Nn' OA~06-95 FOR THE IMPLEMENTnTION OF h ~hLL CENTER FOk THE EUILD~NG
CEPARTMEM
11/:?17006Crty of rdi2+b B?et11 Nage 19 or 60
PROPOSER INFORMATION
Submitted by:
Proposer (Entity):
City/State:
Telephone:
Fax:
E-mail:
It is understood and agreed by Proposer that the City reserves the right to reject any and all
Proposals, to make awards on all items or any items according to the best interest of the City, and to
waive any irregularities in the RFP or in the Proposals received as a result of the RFP. It is also
understood and agreed by the Proposer that by submitting a proposal, Proposer shall be deemed to
understand and agree than no property interest or legal right of any kind shall be created at any time
until and unless a contract has been agreed to and signed by both parties.
(Authorized Signature) (Date}
(Printed Name)
RFP No' 0&OR-09 =0F Tl~c IMPLFMENTkTI(XJ OP:. GhLL ::EN c3 FOR 1 HE tlVIi1JING
CE~A4TMEN'
11.12'ZIX16City of Miami Beacn Fare 2C of <n
REQUEST FOR PROPOSALS NO. 08-08!09
ACKNOWLEDGMENT OF ADDENDA
Directions: Complete Part I or Part II, whichever applies.
Part I: Listed below are the dates of issue for each Addendum received in connection with this RFP: 08-
08109:
Addendum No. 1, Dated
Addendum No. 2, Dated
Addendum No. 3; Dated
Addendum No. 4. Dated
Addendum No. 5, Dated
Part II: No addendum was received in connection with this RFP.
Verified with Procurement staff
Date
Proposer -Name Dare
RFV Nc DE-J5~09 =0R THE IMPLEMENTFTION OF 0. CwL CENTER FOR TIE BUILOINo
CE~r RThlFff
i1~t2~2fA8Crty of Miarii Beacft PagE 2+of X10
DECLARATION
TO: City of Miami Beach
City Hall
1700 Convention Center Drive
Procurement Division
Miami Beach. Florida 33139
Submitted this day of , 2008.
The undersigned, as Proposer , declares thatthe only persons interested in this Proposal are named herein:
that no other person has any interest in this responses or in the contract to which this response pertains:
that this response is made without connection or arrangement with any other person; and that this response
is in every respect fair and made in good faith, without collusion or fraud.
The Proposer agrees if this response is accepted. to execute an appropriate City of Miami Beach document
for the purpose of establishing a formal contractual relationship between the Proposer and the City. Florida,
for the performance of all requirements to which the response pertains.
The Proposer states that the response is based upon the documents identified by the following number:
RFP No. 02-0708.
WITNESS PROPOSER SIGNATURE
PRINTED NAME PRINTED NAME
PRINTED NAME
RFP Nc OFON-00 FOR THE IMPL-=NiENTA710N OF %~ CALL CEfV• =R FOR THE tlVILDING
6=PnR7M~N1
'~ L1~2008CIh~ N M~am~ Beach '29G e2 c+4t
SWORN STATEMENT UNDER SECTION
287.133(3)(a), FLORIDA STATUTES, ON PUBLIC
ENTITY CRIMES
THIS FORM MUST BE SIGNED AND SWORN TO IN THE PRESENCE OF A NOTARY PUBLIC OR
OTHER OFFICER AUTHORIZED TO ADMINISTER OATHS.
1. This sworn statement is submitted to
[print name of public entity]
by
[print individual's name and title]
for
[print name of entity submitting sworn statement]
whose business address is
and (if applicable) its Federal Employer Identification Number (FEIN) is (If the
entity has no FEIN, include the Social Security Number of the individual signing this sworn
statement:
4. I understand that a "public entity crime" as defined in Paragraph 287.133(1)(8), Florida
Statutes, means a violation of any state or federal law by a person with respect to and directly
related to the transaction of business with any business with any public entity or with an agency or
political subdivision of any other state or of the United States, including, but not limited to, any bid or
contract for goods or services to be provided to any public entity or an agency or political
subdivision of any other state or of the United States and involving antitrust, fraud; theft, bribery,
collusion. racketeering, conspiracy, or material misrepresentation.
5. I understand that "convicted" or "conviction" as defined in Paragraph 287.133(1)(b}, Florida
Statutes, means a finding of guilt or a conviction of a public entity crime, with or without an
adjudication of guilt, in any federal or state trial court of record relating to charges brought by
indictment or information after July 1, 1989, as a result of a jury verdict, nonjury trial, or entry of a
plea of guilty or nolo contendere.
6. I understand that an "affiliate" as defined in Paragraph 287.133(1)(a); Florida Statutes. means:
1) A predecessor or successor of a person convicted of a public entity crime; or
2) An entity under the control of any natural person who is active in the management of the
entity and who has been convicted of a public entity crime. The term "affiliate" includes those
officers, directors, executives, partners, shareholders, employees, members. and agents who
are active in the management of an affiliate. The ownership by one person of shares
constituting a controlling interest in another person, or a pooling of equipment or income
among persons when not for fair market value under an arm's length agreement, shall be a
prima facie case that one person controls another person. A person who knowingly enters
into a joint venture with a person who has been convicted of a public entity crime in Florida
during the preceding 36 months shall be considered an affiliate.
R=P Nc 08~08~09 FOR THE IMPLEMEMATIUN U: A Cw1LL CEMER FUR 'fHE BUILDING
DEPiRTMENT
11.^.22OJBCity W Miami Bead1 oap 2! ci 4C
5) I understand that a "person" as defined in Paragraph 287.133(1)(e), Florida Statutes means any
natural person or entity organized under the laws of any state or of the United States with the
legal power to enter into a binding contract and which bids or applies to bid on contracts for the
provision of goods or services let by a public entity, or which otherwise transacts or applies to
transact business with a public entity. The term "person" includes those officers: directors,
executives; partners, shareholders, employees, members, and agents who are active in
management of an entity,
6) Based on information and belief, the statement which I have marked below is true in relation to the
entity submitting this sworn statement. [indicate which statement applies.]
Neither the entity submitting this sworn statement, nor any officers, directors, executives,
partners, shareholders; employees, members, or agents who are active in the
management of the entity, nor any affiliate of the entity has been charged with and
convicted of a public entity crime subsequent to July 1, 1989.
The entity submitting this sworn statement, or one or more of its officers, directors.
executives, partners. shareholders, employees, members or agents who are active in
management of the entity. or an affiliate of the entity has been charged with and convicted
of a public entity crime subsequent to July 1, 1989.
The entity submitting this sworn statement, or one or more of its officers, directors,
executives, partners, shareholders, employees, members; or agents who are active in the
management of the entity, or an affiliate of the entity has been charged with and convicted
of a public entity crime subsequent to July 1, 1989. However, there has been a
subsequent proceeding before a Hearing Officer of the State of Florida: Division of
Administrative Hearings and the Final Order entered by the hearing Officer determined
that it was not in the public interest to place the entity submitting this sworn statement on
the convicted vendor list. [attach a copy of the final order]
ENTITY PRIOR TO ENTERING INTO A CONTRACT IN EXCESS OF THE THRESHOLD AMOUNT
PROVIDED IN SECTION 287.017, FLORIDA STATUTES FOR CATEGORY TWO OF ANY CHANGE
IN THE INFORMATION CONTAINED IN THIS FORM.
[signature]
Sworn to and subscribed before me this day of
Personally known
OR Produced identification Notary Public -State of
My commission expires
(Type of Identification)
(Printed typed or stamped Commissioned name of Notary Public)
RFI ~ No'. 0&U8-09 FOR THE IMPLEh1ENTATION OF k CALL C-INTER FOR TIF RUILO W3
DEPARTMENT
111:22006City d Miami Bean Pege 2R of 40
QUESTIONNAIRE
Proposer's Name:
Principal Office Address:
Official Representative:
Individual
Partnership (Circle One)
Corporation
If a Corporation, answer this:
When Incorporated:
In what State:
If a Foreign Corporation:
Date of Registration with
Florida Secretary of State:
Name of Resident Agent:
Address of Resident Agent:
President's Name:
Vice-President's Name:
Treasurer's Name:
Members of Board of Directors
RH' Nc. Cd-0&De =0R THE IMPLEMENTkTION OF F CnLL CEMER FOR THE BUILDING
r.S ~i.RTMEN'
t1i'.22COSCity M Miami Beam Forge 25 0l RO
Questionnaire (continued)
If a Partnership:
Date of organization:
General or Limited Partnership':
Name and Address of Each Partner:
NAME ADDRESS
Designate general partners in a Limited Partnership
1. Number of years of relevant experience in operating same or similar
business:
2. Have any agreements held by Proposer for a project ever been canceled?
Yes () No ( )
If yes, give details on a separate sheet
3. Has the Proposer or any principals of the applicant organization failed to qualify as a
responsible Bidder/Proposer refused to enter into a contract after an award has been
made, failed to complete a contract during the past five (5) years, or been declared to
be in default in any contract in the last 5 years?
If yes, please explain:
RFP No: 08-CAB-OE FOR THE IMPLEIdENTATION OF H ~,^,AL-CENTER FOR TH6 6U.LUIfW
UEPnRTMEM
11.12@CO9CIty o1 lAami H?ac~ Pagc 2fi M 40
Questionnaire (continued)
4. Has the Proposer or any of its principals ever been declared bankrupt or reorganized under
Chapter 11 or put into receivership? Yes () No ( )
If yes, give date, court jurisdiction, action taken, and any other explanation deemed
necessary on a separate sheet.
5. Person or persons interested in this RFP and Qualification Form have ( )have not ( )been
convicted by a Federal, State, County, or Municipal Courtof any violation of law, other than
traffic violations. To include stockholders over ten percent (10%). (Strike out inappropriate
words)
Explain any convictions:
6. Lawsuits (any) pending or completed involving the corporation, partnership or individuals
with more than ten percent (10%) interest:
A. List all pending lawsuits:
B. List all judgments from lawsuits in the last five (5) years:
C. List any criminal violations andlor convictions of the Proposer andlor any of its
principals:
7. Conflicts of Interest. The following relationships are the only potential, actual, or perceived
conflicts of interest in connection with this proposal: (If none, state same.)
11lt2.70]B iiP-08-08~'JE
Cny of Miami Beac° 2. °~ 4:
Questionnaire (continued)
8. Public Disclosure. In order to determine whether the members of the Evaluation
Committee for this Request for Proposals have any association or relationships which
would constitute a conflict of interest, either actual or perceived, with any Proposer andlor
individuals and entities comprising or representing such Proposer and in an attempt to
ensure full and complete disclosure regarding this contract, all Proposers are required to
disclose all persons and entities who may be involved with this Proposal. This list shall
include public relation firms, lawyers and lobbyists. The Procurement Division shall be
notified in writing if any person or entity is added to this list after receipt of proposals.
11:72+2806 ^ 5-0808:09
Cdy cl M.~am OzscO J9 sl dD
Questionnaire continued)
The Proposer understands that information contained in this Questionnaire will be relied upon by
the City in awarding the proposed contract, and such information is warranted by the Proposerto
be true and accurate. The Proposer agrees to furnish such additional information, prior to
acceptance of any proposal relating to the qualifications of the Proposer, as may be required by
the Ciry Manager. The Proposer further understands that the information contained in this
Questionnaire may be confirmed through a background investigation conducted by the City,
through the Miami Beach Police Department. By submitting this Questionnaire the Proposer
agrees to cooperate with this investigation, including but not limited to, fingerprinting and
providing information for a credit check.
PROPOSER
WITNESS: IF INDIVIDUAL:
Signature
WITNESS: IF PARTNERSHIP:
Signature Print Name of Firm
Print Name Address
ATTEST: IF CORPORATION:
By:
General Partner
Secretary Print Name of Corporation
Print Name
By:
(CORPORATE SEAL)
^~ 1' 1272008
iaty U Gtlemi d6B~
Print Name
ITP~00-0Q~04
2S of 40
m N.IAI~f~.l BEACH
City of Miami 8eocb, 1700 Con.:ombn %cnror Onvc, Miorn ~ Ew:-L, F:ondo 331':9. •++ww nuumiboddl.ua:
PN,OCtJREhSENT DNISION
Tel: 305b73.7490 . Fax: 786.394.4002
To:
Phone:
Fax:
E-mail:
Subject: Performance Evaluation of
Number of pages including cover: 2
To Whom It May Concern
The City of Miami Beach has implemented a process that collects past performance information
pursuant to the submittal of responses to this Request for Proposal (RFP) No. 08-08-09 entitled
"For The Implementation of a Call Center for The Building Department.° The information will be
used to assist City of Miami Beach in the evaluation of proposals received in response to the
RFP.
The company listed in the subject line has chosen to participate in this RFP. They have listed
you as a past client for which they have provided services. Both the company and City of Miami
Beach would greatly appreciate you taking a few minutes of your time to complete the
accompanying questionnaire.
Please review all items in the following document and answer the questions to the best of your
knowledge. If you cannot answer a particular question, please leave it blank. Please return this
questionnaire to Maria Estevez by December 15, 2008 via fax: 786.394.4002; or a-mail
mestevez@mi amibeachfl. g ov
Thank you for your time and effort.
Gus Lopez, CPPO
Procurement Director
~ ,'v1!AMIBEACH
iTKOe-a^:on
Gri of N:arri Boach 3E of d0
City of Miami Beach, '~. 709 C:nnventio^. '.ruler give; .bliorni Beuvi, Florida 'x3139, wvn.-.miamineoch=..aor
'~20: URE,VIENT DIVISI6N
Tel: 3Ci.673.749C ,Fax: 766.39d_4002
PERFORMANCE EVALUATION SURVEY
Point of Contact:
Phone and E-ma
Please evaluate the performance of the group or individual (10 means you are very satisfied and have no
questions about hiring them again, 5 is if you don't know and 1 is if you would never hire them again
because of very poor performance).If you don't know, please leave blank.
NO CRITERIA UNIT
1 Flexibility in working with the City to manage the tali center (1-10)
costs
z Abili to reduce abandoned call rate (1-10)
Ability to resolve basis calls from constituents without the
3
intervention of City staff/Customer Services )
(1-10
4 Professionalism and ability to manage the scope and (1-10)
ob'ectives of the ro'ect
Ability to manage the call center agents to meet the City's
5 customer center standards (1-10)
Overall customer satisfaction and hiring again based on
B
performance (comfort level in hirin consultant a ain) ( ~
1-10
Agency or Contact Reference Business Name:
Contact Name:
Contact Phone and a-mail:
Confidence Intervals Date of Services
Please return this questionnaire to Maria Estevez by December 15, 2008 via fax: 786.394.4002; ore-mail
mestevezC~miam Ibeactlil.aov
11;tD2D08 ITR~O&08•C9
Gny W Miam Beach 31 of 4C
GW~.K R~FE~tfdC= :>UIC)c T<:~ E~~IIAL BE~~EFIT, ^":~l.;'•,PLIAt>bC:E
What does the law requirc7
'he ~xorosal :idinance wd requira cPram •auh:rela:r. de+¢7
Luslnen. »-ih the i:ity c•t htiuml Pexh, v<Fc are awarded a
comracl omsuam ~o ~:arnpefitrva k:idt to pcovhlu "E.;Wt Fnlx:Oti'
k: tnfir <xnpi<.wes will, dantessic aarrt»rs, al they :xovlde •c
employees wnh soauws
Who is covered by this Ordmorrce7
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c:•nPc:rors mamum SI or rtrrro G:.' kmc ompiaswc. rn. Ifni:
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InrpM'-]Ilf:n. See LgWt J?119htb ~'(dllVrlw JUg1aK.
What benefits ore coveredT
Ilx Grdmal¢e appGe. L: all tsenecs nHead ty a :unlra:n;r R: ir.
err (Js:ysea w;'.o n•,r+e spWan w Jc:n,ealr. pu•hlers ord cl. txuv'n:.
<•8e1Pd •hrP: Ay e..<cd. spuo:a, of domessl: f<utners a,•an ssdrr
the empL•yree pup SFr. entln] cost rat the oenela. -hn mduws hcl
b net Irr.:iLr? lo::a::k Mm.:, har<xnavronl 7evve, Ltmlly Is adlud
leave anal health berxdra.
What u a Demesti< Parnter?
A "DnmPalc =grtnm' ::hors rnuan ury hwo (2j rdlAl•. n° Ih.: sgmo nr
dif•.aenl ses whe t<rve• mpnkxrl c: dgmezt:c pormen vnth a
qc vennnnr' I]caty (mrawnl so auk and 't:<al Iuw o.r!valzinc xu:h
redaxali^e. o: w~,es un u»ernu registry rc.atMaher• Lr the
ansplglel o; at ixst c'rw cr IhP :{ovt.arc (x,'nwz
What i4 o contractor is unable ro offer 6eneS'its
egsrally?
ome :canactoa ara nnnr,Ic n trv,l qn ~.~ ::ai P -c-np~op wsllhsl
v, oA?t :Inreesbc dome?r coae-eva. VJhan a contra~ror tal»s ail
regsonaok.• meoscres a atJ{, dis:nmir:aliny bul :ar • for rcn•.ov:.
ouoida ns co~rnul. II can cer.;d'. wlYt 1F< Fglol Esenatn:. OrnrrraKe
i' d sprees h pay a ~mL aqurcianl A <asn ago.:olna .:. d'P
umaunl nl rn<xwy Auld : y an eclA::ye' 'rn 'he: >puuw:d !w~Pfr Ito
u enamilnF.la for d<:nseeUr pcanec or vlre v>: s:: Fo~ r:<e
i<hxma0 an. sae keaamtatJP MBaaVI V: 4up-::Mror
WI]m if o <omparry wiA comply bet nwods time ro de
„? -~ c e<:nnada oaks.. is <I<en. nlal L roll comply >•: 11: the
17c: uL)ban :L Ce[tnlq aISW:u]ns endlOJ :ha_'Immtlhec ~n CbI1P115
m:y Fe •xlcyrcf (o: ntnonca, ::Aenml medls'~ mwrun:P ,n:n i.:
drlgy«I wrbl Are con~mUar : next enroi~menl pe0 nd ad'sr
brroth svoh os hereaselnert iarme. m;r: t.P clelay<.d urn! ~hP
e.wko<tors par•,r.el pcaaas car. be revved fq- more
mRrnallon, see holes of Procedure o'. Bte Sslaatara:o ~onq:honco
Emu,
STEP Z: HOW TO COMPEE'fE THE DE<LARATION:
NON-DISCRtMINAt10N IN <ONTRARS AND
BENEFITS FORM
ie:]a- .r:. ia: m~orr;anorv rr.::u' w•.I ;:.nq:am 1f the
company empbys 50 or lass employees in dlo
U-5., skip to Secfien 6; deft and sign.
Sa.<hor 2 GWe#ran ' P, aat,~ whaAsa- zwr :vmlxsrry
Ixoh:hita di:: nT.i•rOlion nynFl<r pa::ple Fnsxl cn she
C•]r!>~ I lPb I•blesd
e,ownr ^'Ea' 'd y.wl mn(xsny Ikxs ease >urk. c
c..i •:,
• ?.<swe- 'NC; it y:wt cr~mpa:ry d:-.e: nr.: hove 11th n
u;ls\'
;i~esn;t 13 m'u whrAher yowl r snout! apree> to Iruuda
J non4:xruuoWlol: <IU~:P[ iu all auxml:rq<t; VbIQ'NC inb
tar dte pedorm;uxe d n lUbstaralo! Innkm ac tie um
:;urrwcl: yc:. haw »dL. 511P :try. 7ri: :JuuaP nnul iw,luJu
;:II d the :ateErsries hs:Pd In q']esa]n 'r. °.. a rwst crwel
Ihia rlvedi::r o+Pr it y::m u.rnnany veal Im; ha onnrx.y .rata
drag ainmaunas nsx+~5nled '.arh work pedcrmed iol me
:rlv
• Anv..el "YFS" i yor: wl. dame k ic.'ude a
nand+s<rain:;lino cqusa m sulrion::>:n
• :m:»•or 'NCT '~f Inu wiA ua ::glen k, rr:x!~ o
nandn:rl!411~I1Jn i{']J`v' In SUb:Jnlraa1
i3ue~1,9. asks whnher your corFcxy o+erb F:er•um
sal: m n•a Jxa r-nurnncaj ~o Pn:plyw•e>' zp~wses c: sc
emdcyeal bc.avse tnPy are mcnred jaxh v; herearamerr
luovn whim um ir. Igkan :xsv.I,P r ra den•h of c
sF.wze, or family meda•al leave wh"~n fn- be vker
Iro: ouu al a gsrosP hq•n~:l o aariau: ntcac sl aaxi'n:m;
• Answa•'YES"if x•a oter orn lvct Genafhs-
• Ar;we: "N:Y d yav du ne: cliur unv av. ixr oflh
NOTk vo; ere :a.-vdered a; ol4~r;ny a lraov6: PYn•` ii
yv. dc: r:'t fay w p if uao.<. r<• r.''„• tonsil' :a cASsrc~ isnr
!ne cc9 roust i]a acnl :r wi•aa <p !n par: uy .'.^a emc»Yav.,
yr.P :hc:uid ar:fi anawe~ ' 1'F}"
;wissL~t.2L: asi. whr•hre- vqu c•.moa•y oAors henrdA,
(su:h n> rtwd rsi in,umn~ e; m emp~nyes•; ormesnc
parkvnn w :o emFbyeP; :.c~au:a tnov me m c dumeurc
prnkaes mp lu,<r es I>waavenv+nl Inr.•<a wFc:h cr.n he bken
bevcasP ul fire Jac'.h of u dorrz;% ysr•nar. o~ fart ly
med>=al love.: wt.l<h --~n bo raker ha-nuv_• ~' a Jemas•::
aurrrer hos^.vy v wr ou; rrmJl ml cauJnqu:
• Amwer 'YFti" ,I y+w r.~{er any wr• hawh:>
• Answer "fJq" A s^w d : r,t otter Amy sm:h banelia
1 111112 0 0 6 t1E-0&a62,?
Glv d Mlam F7¢9^.h 34 0! 40
NOTE: in c(^npiy. vou! pntwar; r:. Q4PE.q:p.; Qp ,;yi 2i: :!!Quip Family Laava Yxv' ((.>q>my': %mniry :end 'dw.'.•s~
b? me carne. ir. v2p• Lmi~d ounms",-ncaa yn:, mu; cumpie- l9(ria :f<I p:d:~:y 411 compon•a:. wills 56 a mole
wi.•Iro.rt cFiPnnS fxreiirs xiuaM :eE R9aavwti? Naatr.w. emnhrysrES mu;' •>HE• :hn be:19#n 'iocl ::.'.ice shod::
A4: ~1C'fA'PT'r:^n Indkate IF!a anoh,yws m~rv aw 19ew f>ecauce of -an
sarws .`trdu:al condiaal of d>E'~ sp<•cw o• dorresle
,..a,r,~. it ;huv:c ix IAIE:::mr OI'7h' 8 ynl bore nrowernc
' I>arnel
YfY r. quPSh:x :,'F ucd,~or -->k ask' y;:n P. indr. ale whirF
4en9hta VW OFmr V \:X'ta9f 01 Pllp'JyN9G ::?C<r1iN tila'j tH r! Parental L9aVe 1•>UI ~:mpany ::N~IC,r' Indlcallfg 11101
InJI'
l
lKll. Nt Kh I:9nan15 YOU :)HN h dfnNbll~ parlfk'L ~f 9n'.''`1CYOEr T!'j 10 (:• 1EpY« Ir•' ly« hlflll C•: Cd:)p•i:ll :If 3
~
1
?InIT'?j'9E> h9000sa rb9y Jr? :I' a d.i'd9111i DO(1n?r<lll:.. asst <I>Ild. ':. Care I^I C <fllhj WII:' G •Ii, :IG<~/Cr IJ Une Sd f^.If09
wl:i!h l>?ndrt: y>u do n4- cfer FI(+n9 inal.:ol? only Prose lNI14)Ha a1;,oulnmr.L. II IeoY- 1: aval•<s61r Ea He1r-b.:dler 11he
oN2wd If y:w 44er aenafi+ro ac: a"(~<:. Lered w'll? rh9m n'~ -+.11?r9 °.~•v:e'., of .i) th.w 1-::.. ~1>-_~ :hol:;J 6e ~s..,Ja:d. Inr tl>-
it wp 'blh«r' Nnrn MlfJy. orinrn~ u:'CES G c isen+fir f• Sn:T =h1t1 .~ oJo:nsn.'pnrue'
ccoeider9a a!,wnefi•, even if yc~r:otnpany aca:> ra,ray ??r i. •
Employes Assrsran<o Program 'flat comp:my`.
Nd:•. iF ~o rx•' oriel ud ben?L. in r nu•:e:ar•-imileor4:y rnonne: a"9>°yna Us:ashonu plcgraw p,ln:y :,enlmnng Ihal
bM.JUf9 a. :wm::q, l1rU~lYa y;H;, CU'.W JI. {9 C. tt•ww crN n4 SIr:J>is .70fr PiAC p::fnia'+ CInC tn9i: lillanl> n9:: .:alldr9n
In4rnp, a .+.>nda::. wil%Ing .U •>f(n. n:x:nr.4; ;prf.•y ..,rvn: a(pl are 9g1mlF. EIICIh1« ;cl 111Ph01~•~.vl tOI SUr11 h?nPgl!
YC(: mW DP dnalL(9 n,: 12:Tt03U/JE .YI9 a>JIN COI^Gaa: n;9. .r(
em:pry on rf:N Uosie. y!m rxJ og;r+9 r:. pay a ami: egoi•r,/i9•R Mb<ation $ Travel Ycw ccmparv's polr: unhrrlra
sunmi' :: !on:pie!ni Re:aor.:bi? !vt+ass•res A:»fiu:nr,.:• F.xrt wiv fi'::r nxl«•nw~ •:: novel cl rekn ulilxl wdl 6n paid ou the
(:f1'rN\/,f>pl'i (rl(!);)f•rlnnt, M•:f f%!Y« 1'C(': Gpf:: r.::n:li'. fl()llrfyp:: n•/ .ante bUal:. (. F(>:•ti59r OIKI d::M9t11( pnrln9ra O-
!he Rucmemem L\vrao:•o%r5?'T•JMiuc<He(ir): +'nf"IY"`n'
Dissounrs, Facilities $ EvenN Yoa' ,:ompunrf policy
Shp 3: ATTACH THE NECESSARY DOCUMENTATION (Y0f rrrhlp rhos dlrQUm;. laritis9> leg. gyre; ua'7 +YEnn
t9;~ h,hday parry; are egwll; a.v luG9 n. spouses avJ
Se, la ;: sral9a 'act y..: mu,1 srnlmir dc•:mrald(aon :wr .9nfies dnr:?:rs: nonnErs or emF~oyEa>
all h9rxl> malhEd in your answer 10 <hresn4n 2::nP off?red in :I
O4:IJIS'nnllnMby n'•Jrn9( YJIYiT y.:eslble, ' ri bBSI iF yoo SJf:mlr GsdB lTngn Unum SmanM tlVn 'nt !19d1' Vnicr
1f11L (IJCUrnC+nl:a:oe a clr3 wall y::Jr (}_•: '._Iral~((I 19(11 }~I pullnel mIh!:lllf [1 tncl LAC J>tl a9d damEA-] fYJIV?Ip IRIn: 5lpfa
CHR al3 Ur`KI146U. Sl'JHIi: n Ig110 F.:. IrK, FfY.tiRTNnt ~ivlxQn ^':<aaa kf Crud 1 nnlnn t9"/1•;9'u
ndi: abn~t :ha ll>P 1h.. fn' bulow a: ( auiJa Inr the yp.: of
dOGUln91'IVifn '};rlitl. Cf.ild Carc l)•1[Vinnni;InIX1 If1U' IhC :l.ltdlnn OI bpOU}a>
\IalSgh•[IINT Ond Chlla:PU v1 dGTBiIA [:(H>nPra hO V9 9gU0
fY{9dKaI fniVrabN P 4n]14nIPn1 lrcT `f.+N M6dlC(d In4119n(H Oi<9aa rC'. Cf.l!I :Uf<52r'r••:H
al(.`ni19: Ihat ~ anflnn> f:14U>9f anJ dlrmeSnC pann?f> ((1~ OPf •ted
'
nna«1 1hi'. ch Jinorf C~ rna9w• cyl.al <:ow:wlY' m y::w nwrh<ai OtHN' 6lnef@f Ea:f UalPnr!In Ob of (II-:y G1
'1er IW. all> SSIe!:
ph:'1. ?Li. ,n>y b:: v. a roam ham yao iuaunor.: ucvidr, o. h> 9dmol« d1a1 d.h. .H-ofi9led a•(:aalq
r969A9d 'n the Blip :.ilHy aa:.fion of yax ohcial ,nsmolc9 pC:•
deeurc2nl Slni ar d"•:umenlanan '~s n2eded te.- Uh9r lyoes c= F-' mnd.utt io:.ulumm r,<nnp:una. p'rudn.:t dan.an:
In:mal r,P Olon> p(a-n91 urverapa n fhE Stan? 41 Fl:;:ira. :atx 'c. 'ne
-
'a-hlwl memr.:9 Crnam.w $arncq a>.:.4Na
Gam9vr.
Retirement Plans jincluding OOIk & penHion plans) orhn9 rn W.v+,.m arc :x:A}N~~\,~. crater Pa n9»,
T'•.a x•::hvnr. :m Ixmitr: f::an dek:ilnuT Ices n-.1alw~ns
~ Yrxuremnri drop •'k•wn :Lt
1N it ::lih
Thf ho1Jd rr• I im c'1neN ol.uol and p1e
IM tun t :cash I rw.n• Co: oral nn .::( r r h:ala •ha f-:: nny <1w:.l on :.n Inr: C. i•y ::( .Warm h(NI:} ?;plat
EInl:doy29, with :iomzvK tf-anera ar(1 amplc.yae: N:1h .pcvsao fierrefic O dewnc~ '~1 6n.' to <:an:J.-,le Ih1- vlzlm_~bl:.
rMYV? the sam9 b?r 9'da and afrP>19r14aFr.ra ^.'ns, Liaasa :;onto:`
bereavement leave e;n IwrEa:9mem -xlw ut h'reral I«asE Cris~irw Dias. Gc.:nxs C om-iiH+<e 5a(cm!(n
olv.Y Iodlcnnn •h« ben9hl is oF%er2c 9oual. ~. II Our -dicY
P y 9 I ~•''`UAEAIEM, DIYtSOn
I!GO:Conm>•on i.Ens~Glm.Mmm Bn(.:6~ 2ltl3c
clip'.,: .m du
? f yar>. Ilene uF1 Ircn wori x<aWa of H19 he JL'• ^` a id. a4iM.°iJtuh :' -m- ?R684S4fIXi
s1x(us r >4~.auld aL•;:::?o•r. k: Amt. all h<=nus<::r 9w d«a4r ,d .1 ,-rrHnnrhnsaminmlhmrnH vn:
tion'aan.-. ; nrhlal H hxf palmy alk,wr l01 n,1<• (cf ant-::, th.. d.:cll1
cf 4 par+nt Inlaw qr OF121 relaB.9 0l o >;.en(>n, B aua Ire 1!dc Ivne Nb to nrmn:knc N C'~^'i<.'lv a>:e4lw p ~4. rerv::e aro m4,1'
!Jr f!:I dx Cl~ai": C'f O damPAU JannPf S 9gV1Ya9:tt r91aIrvB m a4 >+hc iw wort: cn2 aY,.' i> uu- v,'!tonl rcoica', h. sM.^i
i
(on m:rna
t :; 12•'2008 ITB-0&U&'Oi•
Cih• d Miam~ B9a7f 3s o' 4.
CITY OF MIAMI BEACH
DECLARATION: NONDISCRIMINATION IN CONTRACTS AND BENEFITS
Sedion 1. Vendor Information
Name of Company: Name of Company Contact Person:
Phone Number: Fax Number E-mail:
Vendor Number (if known):
Federal ID or Social Security Number
Approximate Number of Employees in the U.S-. (If 50 or less, skip to Section 4, date and sign)
Union narneisi
Sedion 2. Compliance Questions
Question 1 Nondiscrimination -Protected Classes
A. Does your company agree to not discriminate against your employees, applicants for
employment. employees of the City. or members of the public on the basis of the fad or
percepUOn of a person's membersnip in the categories listed below? Please note. a 'YES"
answer means your company agrees it will not discriminate; a "NO" answer means your
company refuses to agree that it vnll not discriminate. Please answer yes or no to each
category.
Race _Yes _ No ~~ Sex _Yes _ No
-Color _Yes _ No - Sexual orientation _Yes _ No
Creetl Yes No Gender identity (transgender status] _Yes No
Religion _Yes _ No DomesDc partner status _Yes _ No
National origin _Yes No Marital status _Yes _ No
_Ancestry _Yes_No _ Disability _Yes_No
Age _Yes _ No AIDS!HIV status _Yes _ No
Height _Yes _ No ~~ Weight _Yes _ No
8. Does your company agree to insert a similar nondiscrimination provision in any
suDCOntrad you enter into for the performance of a substantial portion of the contras you
have with the City? Please note. you must answer this question, even if you do no: intend
to enter into any subcontracts.
_Yes _ No
71; 12!2008 r5-OR-08(02
Cilyd Miam E!eac:lr 3<M4P
Question 2. Nondiscrimination -Equal Benefits for Employees with Spouses and Employees with Domestic
Partners
Questions 2A and 26 should be answered YES even if your employees must
pay Some or all of the cost of spousal or domestic partner benefits.
A. Does your company provide or offer access to any benefits to employees with
spouses or to spouses of employees?
_ Yes _ No
B. Does your company provide or offer access to any benefits to employees with
{same or opposite sex) domestic partners` or to domestic partners of
employees? _ Yes _No
The tens Domestic Partner shall mean any two (2) adults o! the same or different
sex, who have registered as domestic partners with a govemmen! body pursuant to
State or local law authorizing such registration, or with an internal registry
maintained by the employer of at least one of the domestic partners. A Contractor
may institute an internal registry to allow for the provision of equa benefits to
employees with domestic partner who do not register their partnerships pursuant to
a governmental body authorizing such registration. or whe are located in a
jurisdiction where no such governmental domestic partnership exists. A Contractor
that institutes such registry shall not impose criteria for registration tha; are more
stringent than those required for domestic partnership registration oy the City of
Miami Beach
If you answered `NO' to both Questions 2A and 28. gc to Section 4 (at the bottom of
this page), complete and sign the form. tilling in all items requested.
I~pu answered. .YES" to either or both Questions 2A and 28, please continue to
Question 2C below.
Question 2. {continued)
C. Please check all benefits that apply to your answers above and list in the "other" section
any additional benefits riot already specified. Note: some benefits are provided to
employees because they have a spouse or domestic partner, such as bereavement leave;
other benefits are provided direGly to the spouse or domestic partner, such as medical
II1Sllr2n CF
t •.. 1117008 RFP Nc Oi-0!~05 COMr.WNITv SnTIS~gCTiON SURVEY SER:~ICtS
CilydMiam acach
PaPC 35 c AC
Note. I(you can not offer a benefit in a nondiscriminatory manner because of masons
outside your control (e,g ,there are no insurance providers in your area vAOing to offer
domestic partner coverage; you may be eligible for Reasonable Measures compliance
To comply on this bases. you must agree to pay a cash equivalent, submit a completed
Reasonable Measures Application vdth all necessary attachments, and have your
applicafion approved by the City Manager. or his designee.
Section 3 Required Documentation
YOU MUST SUBMIT SUPPORTING DOCUMENTATION to verifyeach benefll marked in Question 2C. Without
proper documentation, your company cannot be certified as complying wiM the Cdy's Egual Benefits
Requirement for Domestic Partner Ordinance. For example. to document medipl insurance submit a statement
from your insurance provider or a copy of the eligibility section of your plan document; to document leave
programs. submit a copy of your company's employee handbook. If documentation for a particular benefit does
not exist. attach an explanation.
Have you submitted supporting documentation for each benefit offered _Yes _ No
Section a. Executing the Doament
I declare under penalty of perjury under the laws of the State of Florida that the foregoing is true and
correct, and that I am authorized to bind this entAy contractually.
Executed this day of , in the year , at _
City Stale
Signature Mailing Address
Name o! Signatory (please pool) City, State, Zip Code
Title
11. ~22C116 RFP NG Ot-06-09 COhIMUNITV S4TISFACTIOh SUR'V=~ SFRVIOL:;
Gly of M1Oami eeacn
Page 3t of AU
m
~-
CITY OF MIAMI BEACH
REASONABLE MEASURES APPLICATION
Declaration: Nondiscrimination in Contracts and Benefits
Submit this form and supporting documentation to the City's Procurement Division ONLY IF
you:
a. Have taken all reasonable measures to end discrimination in benefits; and
b. Are unable to do so; and
c. Intend to offer a cash equivalent to employees for whom equal benefits are not available.
You must submit the following information with this form:
1. The names, contact persons and telephone numbers of benefits providers contacted for the
purpose of acquiring nondiscriminatory benefits;
2. The dates on which such benefits providers were contacted;
3. Copies of any written response(s) you received from such benefits providers, and if
written responses are unavailable, summaries of oral responses: and
4. Any other information you feel is relevant to documenting your inability to end discrimination
in benefits, including, but not limited to, reference to federal or state laws which preclude the
ending of discrimination in benefits.
I declare (or certify) under penalty of perjury under the laws of the State of Florida that the
foregoing is true and correct. and that I am authorized to bind this entity
contractually.
Name of Company (please print) Mailing Address of Company
City. State, Zip
Name of Signatory (please print) Telephone Number
' V 12!2006 R=P No Ot-0604 COMMUNITY &VISFACTION SURVEY SERVICES
::Ity N AIIam~ Eaa~
Papc 3' c 40
.:> ..
~= _
CITY OF MIAMI BEACH
SUBSTANTIAL COMPLIANCE AUTHORIZATION FORM
Declaration Nondiscrimination in Contracts and Benefits
This form, and supporting documentation. muss be submitted to the Procurement
Division by entities seeking to contract with the City of Miami Beach that wish to delay
ending their discrimination in benefits pursuant to the Rules of Procedure, as set out
below.
Fill out all sections that apply. Attach additional sheets as necessary.
A. Open Enrollment
Ending discrimination in benefrts may be delayed until the first effective date after the
first open enrollment process following the date the contract with the City begins,
provided that the City Contractor submits to the Procurement Division evidence that
reasonable efforts are being undertaken to end discrimination in benefits. This delay
may not exceed two years from the date the contract with the City is entered into, and
only applies to benefits for which an open enrollment process is applicable.
Date next benefits plan year begins:
Date nondiscriminatory benefits will be available:
Reason for Delay:
Description of efforts being undertaken to end discrimination in benefits:
11:1D'MOP RFP No 0 ~-OPA9 COf.I'+~1UNITV S•1TISfACTION SURVEV SERVIL'tS
Ley cf M.am Bcac~
Pagc 90 0l a0
Ending discrimination in benefits may be delayed to allow administrative steps to be
taken to incorporate nondiscriminatory benefits into the City Contractor's infrastructure.
The time allotted for these administrative steps shall apply only to those benefits for
which administrative steps are necessary and may not exceed three months. An
extension of this time may be granted at the discretion of the Procurement Director,
upon the written request of the City Contractor. Administrative steps may include, but
are not limited to, such actions as computer systems modifications, personnel policy
revisions, and the development and distribution of employee communications.
Description of administrative steps and dates to be achieved:
If requesting extension beyond three months, please explain basis
C. Collective BargainingAgreements (CBA1
Ending discrimination in benefits may be delayed until the expiration of a City
Contractor's Current collective bargaining agreement(s) where all of the following
conditions have been met:
1. The provision of benefits is governed by one or more collective bargaining
agreement(s);
2. The City Contractor takes all reasonable measures to end discdmination in benefits
either by requesting that the Unions involved agree to reopen the agreements in order
for the City Contractor to take whatever steps necessary to end discrimination in
benefits or by ending discrimination in benefits without reopening the collective
bargaining agreements; and
3. In the event that the City Contractor cannot end discrimination in benefits despite
taking all reasonable measures to do so, the City Contractor provides a cash
equivalent to eligible employees for whom benefits are not available. Unless otherwise
authorized in writing by the Procurement Director, this cash equivalent payment must
begin at the time the Unions refuse to allow the collective bargaining agreements to be
reopened. or in any case no longer than three (3) months from the date the contract
with the City is entered into.
'I U~y~08 RFP Na. 0108-08 COMM'JNiT`.'SATISFACTION SURI+EY SERVICEu
L'ny of M19rc1 leach
P&ge 35 of 60
For a delay to be granted under this provision; written proof must be submitted with
this form that:
• The benefits for which the delay is requested are governed by a collective
bargaining agreement:
• All reasonable measures have been taken to end discrimination in benefits (see
Section C.2, above); and
• A cash equivalent payment will be provided to eligible employees forwhom benefits
are not available.
I declare (or certify) under penalty of perjury under the laws of the State of Florida that
the foregoing is true and correct, and that I am authorized to bind this entity
contractually.
Name of Company (please print) Mailing Address of Company
Signature Ciry, State, Zip
Name of Signatory (please print) Telephone Number
111V,~7Wg 3FP NO' OLC&05 COMMVkIIY SATISFACTION SURVEV $FR:9CC5
CAy of rdiami Beacn
PaAO 4U a M.'