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2012-28052 Reso
RESOLUTION NO. 2012 -28052 A RESOLUTION OF THE MAYOR AND CITY COMMISSION OF THE CITY OF MIAMI BEACH, FLORIDA, EXERCISING THE SECOND RENEWAL OPTION WITH INKTEL DIRECT GOVERNMENT BPO SERVICES, INC., PURSUANT TO REQUEST FOR PROPOSAL (RFP) NO 08 -08/09 FOR THE DELIVERY OF CALL CENTER SERVICES FOR THE BUILDING DEPARTMENT, IN THE ESTIMATED ANNUAL AMOUNT OF $95,000.00. WHEREAS, Request For Proposal (RFP) No. 08 -08/09 (the "Bid ") was issued on 12/15/2008 to establish a contract(s), by means of sealed bids, for the supply and delivery of call center services, on an as needed basis, from a source(s) that will give prompt and efficient customer service; and WHEREAS, on January 29, 2009, the City Commission approved the award of contracts to Inktel Direct Government BPO Services, Inc.; and WHEREAS, the contract was for a three (3) year period commencing on February 27, 2009 with the option to be extended for two (2) additional one (1) year periods; and WHEREAS, at this time the Administration would like to exercise its second and final one (1) year renewal option. NOW, THEREFORE, BE IT RESOLVED BY THE MAYOR AND CITY COMMISSION OF THE CITY OF MIAMI BEACH, FLORIDA, exercise the second renewal option with Inktel Direct Government BPO Services, Inc., pursuant to Request for Proposal (RFP) NO 08 -08/09 for the delivery of call center services for the Building Department, in the estimated annual amount of $95,000.00. PASSED and ADOPTED this 14 day of November, 2012. ATTEST: RafaeloGranado, City Clerk INCORP ORATED: 2 6 ra tsower, APPROVED AS TO FORM 8 4 FOKEdECUTION 2"A rn �( Date COMMISSION ITEM SUMMARY Condensed Title: A RESOLUTION EXERCISING THE SECOND RENEWAL OPTION WITH INKTEL DIRECT GOVERNMENT BPO SERVICES, INC., PURSUANT TO REQUEST FOR PROPOSAL (RFP) NO 08- 08/09 FOR THE DELIVERY OF CALL CENTER SERVICES FOR THE BUILDING DEPARTMENT, IN THE ESTIMATED ANNUAL AMOUNT OF $95,000.00 Key Intended Outcome Supported: Increase Community Satisfaction With City Government Supporting Data (Surveys, Environmental Scan, etc.): In the 2012 Community Satisfaction Report, 65% of respondents agreed or strongly agreed that it was easy to get to someone who could help them during their most recent contact with the City (by source of info and reason for contact). During FY 2012 call volume was 50,198. Service level average was 80.39% with an abandoned rate of 3.95 %. Issue: Shall the Commission renew the agreement with Inktel for call center services for the Building Department? Item Summary /Recommendation: Request For Proposal (RFP) No. 08 -08/09 (the "Bid ") was issued on December 15, 2008 to establish a contract(s), by means of sealed bids, for the supply and delivery of call center services, on an as needed basis, from a source(s) that will give prompt and efficient customer service. On January 29, 2009, the City Commission approved the award of contracts to Inktel Direct Government BPO Services, Inc. The contract was for a three (3) year period commencing on February 27, 2009 with the option to be extended for two (2) additional one (1) year periods. At this time the Administration would like to exercise its second and final one (1) year renewal option. The Administration recommends that the Mayor and City Commission renew the contract to Inktel Direct Government BPO Services, Inc. pursuant to Request For Proposal (RFP) No. 08 -08/09 in the estimated annual amount of $95,000. Advisory Board Recommendation: N/A Financial Information: Sourc Amount. Account Approved F ds• 1 $95,000 Building Department 011- 1510- 000312 Total $95,000 Financial Impact Summary: City Clerk's Office Legislative Tracking: Barbara Hawayek, Customer Service Manager Sign - Offs: j De ent Director Assistant City :M tiger City Manager SS �&� JGG KGB M 1A. .M1BL,ACh AGENDA. ITEM C73 DATE EAC A S .i� Kea�Y Y �` l � b �L" 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: Kathie Brooks, Interim City Manager DATE: November 14, 2012 SUBJECT: A RESOLUTION OF THE MAYOR AND CITY COMMISSION OF THE CITY OF MIAMI BEACH, FLORIDA, EXERCISING THE SECOND RENEWAL OPTION WITH INKTEL DIRECT GOVERNMENT BPO SERVICES, INC., PERSUANT TO REQUEST FOR PROPOSAL (RFP) NO 08-08/09 FOR THE DELIVERY OF CALL CENTER SERVICES FOR THE BUILDING DEPARTMENT, IN THE ESTIMATED ANNUAL AMOUNT OF $959000.00 ADMINISTRATION RECOMMENDATION Approve the renewal of the contracts. FUNDING The Building Department has $95,000.00 in its FY 2012/2013 budget for these services. KEY INTENDED OUTCOME SUPPORTED Improve Community Satisfaction with City Government. ANALYSIS Request For Proposal (RFP) No. 08-08/09 (the "Bid") was issued on December 15, 2008 to establish a contract(s), by means of sealed bids, for the supply and delivery of call center services, on an as needed basis, from a source(s) that will give prompt and efficient customer service. On January 29, 2009, the City Commission approved the award of contracts to Inktel Direct Government BPO Services, Inc. The contract was for a three (3) year period commencing on February 27, 2009 with the option to be extended for two (2) additional one (1) year periods. The Building Department and its' customers have been satisfied with Inktel's performance during the first three years of its contract. The contract with Inktel requires that they meet a target of 80% service level. Service level is defined as the percent of calls answered within 20 seconds. For 2012 year-to-date, Inktel is meeting the service level goal. The abandonment rate for 2012 YTD is 3.9%, which meets industry standards of less than 5%. Abandoned calls mean calls not answered by a live agent as the caller hangs up before an agent is able to answer the call. Prior to implementing the call center, the Building department had an average abandonment rate of 31%. Overall, the service provided shows a significant improvement to our customers. At this time the Administration would like to exercise its second and final one (1) year renewal option. June 6, 2012 Commission Memorandum INTEL RENEW MEMO CONCLUSION The Administration recommends that the Mayor and City Commission renew the contract to Inktel Direct Government BPO Services, Inc. pursuant to Request For Proposal (RFP) No. 08-08/09 in the estimated annual amount of$95,000. KGB/JGG/MS/SS/KT/bsh T:\AGEND\2012\1212 Inktel Direct Memo RENEW.doc Split Data for 2012 by Month Aggregate Language Measure Summary Jan Feb Acceptable Service Level 80.39% 88.6% 81.08% Calls Offered . 5226.5; , 4584 .4655` Calls Answered 50198 4490 4471 Calls Abandoned 2067.... 94 184` %Abandoned 3.95% 2.05% 3.95% AVG Handle Time . . 0:0.2.41 0:02:32' '0:02:33' AVG Talk Time 0:01:53 0:01:45 0:01:50 AVG ACW'Time :00:22 0:00;18 0:00:20 AVG Hold Time 0:00:18 0:00:14 0:00:14 AVGRmg:Time o.,00 02; o:oo.02 - o.o�o:oz . AVG Speed of Answer 0:00:22 0:00:11 0:00:23 AVG;Abandoned:Time 0:01:0Z:,02.: 0,00:31 0:01 11 %FTE Utilization 46.13% 43.53% 46.02% FTE Utilization w/Hold+ACW 17% 10%, 12.2% %FTE Utilization w/Hold 12.05% 8.64% 10.46% %.FTE Utilization w/Hold+ACW(::..: .... 22%: 45:51'% 48:55% 49. ' Staffed Time 18879:36:32 2139:38:30 1756:23:08 Aux Time 3296:49 09 371 02:16, 240,5517; Available Time 6540:32:29 821:50:56 682:42:41 ACD;Time, 150:06:46 1 X31 38:.;08_. 137:22 12 ACW Time 318:17:06 22:32:20 25:31:43 _ . Holtl:Time 2541.28:03; 1816:03 181109 Ring Time 37:44:15 3.22:51 3:21:21_ Ext Out Time 34:.06 55 12 10 12 5 10 10 _ „ . Ext Out Calls 7133 1297 656 Ext In Time: 2.41:01 0 24 21 0:10,24; Ext In Calls 104 16 9 °!°TT 76%.:' 52.3% 53:;15%0 55 Billable Time 1878:33:48 162:28:44 160:53:55 0-1 y Productiv e Time 13:17:' 1780 22::05 1`520 27 37 15614:. . %Productive Time 82.7% 83.21% 86.57% Calls'M�sc 0 0 0 Service Level 1 76.28% 85.3% 77.19% Service Level 2 :,77'79%; 0 0 :, 86.3.:10 78:57/o Service Level 3 79.23% 87.64% 79.71% English easure z , Acceptable Service Level 80.89% $8 69% 81;47% Calls Offered 46909 4180 4162 ,•5 < h 4 Caps Ansvi►erad m : 45275: , 4101 , . . : 4°016' Calls Abandoned 1634 79 146 „%Abandoned 3.48% 1 89% 3 51 AVG Handle Time 0:02:39 0:02:26 0:02:30 AVG Talk Time 0.0;1 53, '0 01'45 0 01 49E AVG ACW Time 0:00:22 0:00:17 0:00:20 AVG Hold Time 0:0:0:18 0 Q0::'1.4 . 0:00:1& AVG Ring Time 0.00.02 0.00:02 0.00.02 AVG Speed of Answer 0 00 21 0'00-11 0:00:21 AVG Abandoned Time 0:00:58 0:00:30 0:01:08 FTE Utilization 66% 77% 19°/ 46. . 43 46: _ o %FTE Utilization w/Hold+ACW 21.19% 15.72% .19/0 18.58% %FTE Utiizat�on w/Hold 1807 _. _. %FTE Utilization w/Hold+ACW .. . o 46.86% 0 � 51.39/0 50.11 /o s Staffed Time 11113:19 24, 1208 35 47 1;:013 22 22: Aux Time 1756:06:15 194:31:23 130:39:31 Available Trme 3862 36.53 467 38:;05 392:35 40 ACD Time 1426:39:52 119:56:48 121:59:45 ACW Time 86.29 25 19 55:06. 22 26 44 Hold Time 232:55:13 16:36:51 16:53:29 Rrng Time '3 a..._.: :.•..:... 2. .. 1.38 37^ Ext Out Time 17:30:08 6:16:40 3:41:21 Ext aut Ca[Is fi033 1031 559; .. , _.. Ext In Time 0:33:02 0:09:21 0:00:00 Ext In Calls 31 9 0 %TT 55.32% 51.84% 52.8% Bill . 21 .34 3.. Productive Time 9374:10:15 1020:11:43 886:24:12 Productwe Time 35% 84 41% 87.47% _.._. Calls Misc. 0 0 0 Service Level 1 76.8% 85.52W 77.59% Service Level 2 78.31% 86.52% 0 Service Level 3 72%V 87 73% 8013% 79;_ Spanish Measure- Summary Jan Feb Acceptable Service Level 75.77% 87.66% 77.58% Calls Offered . ....::. .. .:.. '5356: 404 493 Calls Answered 4,923 389 455 CaIIs Abandoned;' 433 1.5 38 ._ %Abandoned 8.08% 3.71% 7.71% AVG an, 4 Tame; •0:,02 57 0 03 35 0 02 56 AVG Talk Time 57 0:01:48 0:02:01 AvG ACW Time 23 0 00 2.4 0 00 24 AVG Hold Time 0:00:15 0:00:15 0:00:10 A1/G Ring Time . o'o o.0 0:00 9q 00 03: 3 AVG Speed of Answer 0:00:31 0:00:17 0:00:27 AVG Abandoned Trme 0.01.20. 0 0033 0-61:28' %FTE Utilization 45.35% 43.22% 45.79% %FTE Utilization wlHold+ACW 361% -:.2 28% 3 26% %FTE Utilization w/Hold 3% 1.82% 2.7% Utilization w/Hold+ACW 43 77:% 46 43% Staffed Time 7766:17:08 931:02:43 743:00:46 ':.Aux Time _.. 1540,42:54 176 30.:,53 1;10 15 46 Available Time 2677:55:36 354:12:51 290:07:01 ACD Time 11:4f:20 _ . 1'60.2`0:54• 15:22 27 ACW Time 31:47:41 2:37:14 3:04:59 r :Hold:Trme 21.32:50 1:39A2 1 1-7:40;' Ring Time 4:31:37 0:21:18 0:24:44 Ext Out Time 16:36 47 5:53 32 1,2 49 Ext Out Calls 1100 266 97 Ext In Time 2..0 59 0:15 00 10 24 . Ext In Calls 73 7 9 'i"1' 56.43%; $2,91°!0 53,:64°!0 . : Billable Time 200:42:21 19:29:04 18:19 20 Productive Time: 6240.03.02 760'10,22 634`0`1"2 5 %Productive Time 80.35% 81.65% 85.34% s Calls Mlsc , 0 0 Service Level 1 71.48% 83.03%0 73.63% Service Level 2 ' 020' 06% 95% 73' 84. 74;, Service Level 3 74.75% 86.63% 76.04% Wdrnal . . Acceptable Service Level 74:53%;: 77$9% 64 71 . a,. Calls Offered 300 214 '-.'''-;:I 86 11 Calls Answered 267 199 68 Calls Abandoned 33 15 18 %Abandoned 3% .., . 11 7.01% 20'9 AVG Handle Time 0:01:33 0:01:25 0:01:54 AVGTaIk Time . 0.01.10 0 01.`D8 0 0:1 16.. - AVG ACW Time 0:00:16 0:00:11 0:00:32 :, AVGHoId Time p.00.01. 0 00 OZ 0 00 01 AVG Ring Time 0:00:03 0:00:03 0:00:03 .. . AVG Speed, t nswer 0' 0:23:' , 0 00:22 0 00 27 AVG Abandoned Time 0:02:18 0:01:54 0:02:40 °!o FTE Utilization w.;.. 28`74% 34.73W 36 09% %FTE Utilization w/Hold+ACW 62.94% 1.53% 97.36% ... f=TE Utilization`w/Hold 51;73% 1 33% 69 41 %FTE Utilization w/Hold+ACW(... 28.82% 31.9% 36.33% Staffed Time ,X 5:2I , 424 53<8 277 03 vo ,:, . . . 157, _ Aux Time 478:22:02 113:50:55 55:01:36 ` Available Time 142:58.42 175 23.52 121 204 I 7 ACD Time 5:15:01 3:48:48 1:26:13 Al dw Time .. .1 ,.48 0 36:34 0 37 14 Hold Time 0:08:51 0:06:50 0:02:01 RmgTime 0:16.40 012 26 0 04 14' Ext Out Time 0:00:03 0:00:00 0:00:03 Ext but Calls ... 1 o �. Ext In Time 0:00:00 0:00:00 0:00:00 Ext In Calls .. 0 0 0 TT 41.26% 43.35% 45.03% Billable Time 5 23 55 3 55:3$ = .1.28 17 „ _w < Productive Time 1097:14:36 311:02:39 222:01:30 . .! %Productive Time 69,64% 73 2 0_/0 $0 14% ....__ .. � _ Calls Misc.� �. � : _ -I 0 0 0 Servgce Leei 1 70 41% 75 3$% 55,88%, ,. ,. Service Level 2 I 72.28% 7-5.-.8'8. % 61.76% Service Lev e13' 73.03% 76 38% 63,24%1. 11/5/26 Mar • • - • Oct 80.73% 85_.46% 80.78% 76.77% 72.72% 80.97% 73.59% 82.55% 5199 4711 4793 4637 4433 6143- 5921 6611 4962 4526 4568 4409 4248 5911 5607 6436 237 185 225, 185 232 314 175 4.56% 3.93% 4.69% 4.92% 4.17% 3.78% 5.3% 2.65% 0:02:31 0:02:31 0:02:27 0:02.51 0:02:48 0:02:37 0:02:48 0:02:58 0:01:50 0.01:50 0:01:46 0:02:01 0:02:03 0:01:52 0:01:54 0:01:59 0:00:21 0:00:21 0:00:19 0:00:22 0:00:21 0:00:24. 0:00:26 0:00:28 0:00:14 0:00:15 0:00:14 0:00:22 0:00:18 0:00:16 0:00:22 0:00:24 0:00:02 0:001:1102....111,1- 0:00:02,1.. 0:00:02 0:00:02 0.00:02 -0:00:02 0:00:02 0:00:23 0:00:22 0:00:22 0:00:29 0:00:25 0:00:20 0:00:29 0:00:18 0;0128. 0:01:24 1.11. 0:01:24 0:01:15 0:00:48 0:00:56 0`00:43 0:00:44 41.43% 36.44% 41.01% 50.77% 53.16% 51.17% 48.18% 48.13% 16.12% 14.57% 13.82% 12.29% 14.14% 14.23% 1.7.83% 16.84% 13.77% 12.45% 11.85% 10.63% 12.23% 11.98% 14.92% 14.01% 44..55% 39.36% 43.61%: .:. 53.41% 56.17% 54.38% 52.45% 52.64% 1608:04:24 1587:28:50 1733:31:20 2122:35:51 1601:20:26 2109:40:14 1830:25:11 2161:14:04 . . ... 328:2817: 294:53:00 403:4216 429:00:18 210:43:45 306:24:05 366:43:04 284:50:46 582:10:10 685:34:53 592:09:45 585:34:27 511:10:31 679:59:14 536:21:41 781:18:39 152;23 20 138 42 13 135 12.15 149:00:39 145:14:01 184:10:59 178:40:31 213:47:17 29:03:16 26:48:56 24:18:03 27:06:11 25:39:38 39:25:00 41:40:22 51:26:40 20:04:14 1,8,-53:25 18.48 30 27 51 53 21:33:25 2719:24 35:35:42 .44:26:32 . ..... 3:45:08 3:24:47 3:25:35 3.19:36 3:10:21 4:25:40 4:13:25 4:50:07 2:37 38 2:18:01 2:56:02 -1.07:37 1:38:36 1:16:48 1;16:02 3:05:33 504 317 390 900 680 724 682 876 0:18:26 0 00:38 1:13:33 0:03:50 0:08:40 0:00:00 0:09:05 0:01:05 14 1 31 3 14 0 9 4 51.96% 44 68% 53.35% 6159% 61.14% 59.82% 60.19% 55.35% 175:23:38 159:54:17 158:11:22 178:03:59 168:38:34 212:59:20 215:41:20 261:20:27 1281:55 19 1294:53:13 1331:31:33 1694:39:20 1392:06:37 1804:32:57 146449:04 1879:27:46 . 79.72% 81.57% 76.81% 79.84% 86.93% 85.54% 80.03% 86.96% 0 0 0 0 0 0 0 0 76.66% 82.39% 77.01% 72.15% 69.94% 75.64% 67.97% 78.46% 78.01%., 83.63% 78.26% 73.89% 71.54% 77.53% 69.97% 80% 79.28% 84.49% 79.51% 75.41% 73.56% 79.16% 71.89% 81.37% Mar ` • Aug Sep Oct -81.4 0/6, 85 96% 81.21% 77.3.1% 72;9% 81.1%a 74.16%. 83.74% 4625 4255 4287 4169 4023 5509 5335 5835 4440 41,04. 4124 3984 3860 5339 5074 5708 185 151 163 185 163 170 261 127 4%. 3.55% 3.8% : 4.44% 4;05% 3.09% 4.89°l0 2.18% w 0:02:29 0:02:29 0:02:24 0:02:51 0:02:49 0:02:38 0:02:47 0:02:54 0:01.50, 0 01 49 0:01:46 0:02:02 0:.02:04 0:01:52 0:011:53 0:01:57 ..... _ _. 0:00:21 0:00:21 0:00:19 0:00:22 0:00:22 0:00:24 0:00:27 0:00:28 0 00:141 0 00 15 D 00 15 0:00:23 0:0018, 0:00:17 0:00:23 0:00:25' 0:00:02 0:00:02 0:00:02 0:00:02 0:00:02 0:00:02 0.00:02 0:00:02 0 00 22 -Q,00:21 0 00:21 0:00:28 0:00:25 0:00:19 0:00:27 0:00:16 0:01:23 0:01:12 0:01:21 0:01:11 0:00:51 0:00:56 0:00:40 0:00:34 42.84% 37.43%. 42.81% 52%0 53.4% 50.77% 49.03% 47.94% 23.18% 21.13% 19.68% 18.68% 22.43% 22.12% 26.33% 23.95% 19-86%o' .18.03% 17% 19.38% 18.64%0 . 21.99% 19.98%. 47.47% 41.84% 46.59% 56.11% 58.21% 55.85% 55.6% 54.47% 965:39:13 961:27:17 1052:08:13 1237:24:23 916:00:29 1221:00:37 1087:46:33 1311:05:48 173:12:33 154:57:29 214:07:47 226:10:02 111:43:41 164:48:00 196:17:25 158:38:17 350:09,21 419:05:33 362:55:13 340:43:38 289:18:56 396:16:45 316:21:09 474:50:52 135:52:44 125:00:25 122:07:50 135:19:30 133:38:27 167:33:29 159:45:03 186:24:25 ..... 25:58,46 24:36406 22:05:59. 24:33743. 23:41:46 35:42:40 38:03:33 45:07:09 18:19:41 17:25:43 17:19:42 25:38:26 19:27:18 25:20:42 32:42:09_ 39:50:51 3:16:20 3:01:33 ' 3:0118 2:55:45 2:.48:46 3,53:59 3:43:51 4:10:09 1:01:51 0:29:01 0:51:12 1:01:43 1:3.5:35 0:48:00 0:40:55 0:51:07 385 228 291 822 634 672 600 725 0:00:00 0:00:00 0:01:31 0:00:31 0:08:40 0:00:00 0:01:44 0:00:32 0 0 2 1 14 0 2 1 52.14% 44.59% 53.7% 63.56% 60.7% 58.65% 59.78% 54.5% 155:1416 142.55:09 140:21:1 T 162.00:10 154:50:01 193:54.20 193:09:51 227:06:55 793:28:31 806:58:49 838:50:07 1012:15:33 805:43:43 1057:00:37 892:08:19 1153:18:06 82.17% 83,93% 79::73% 81.8% 87.96% 86:57% ' 82.01% 87.96% 0 0 0 0 0 0 0 0 77.41% %': 77,67% 72:690!0 69.95% 75.95% 68.29% 79.64% 78.76% 84.11% 78.83% 74.45% 71.55% 77.77% 70.4% 81.18% 79.95°fo 85:01.°l0 79:95% 75.93% 73.7% 79.28% 72.39% 82.5% Mar , • ' • • Oct 75.1% 80.57% 76.8% 71.76% 70.88% 79.72% 68.11% 73.21% 574 456 506 468 410 634 586 776 522 422 444 425 388 572 533 728 52 34 62 43 22 62 53 48 9.06% 7.46% 12.25% 9.19% 5.37% 9.78% 9.04% 6.19% 0'02 4$: 0 02:48 0:02.57 002:43 0:;02:29 0:02:27 0:03:01 0:03:28 .._ , 0:01:53 0:01:56 0:01:46 0:01:55 0:01:47 0:01:44 0:02:07 0:02:15 1.. _. . . 0:00:21 0.00:18 0:00:17 0 00:21 0:00:18 0:00:23 0:00:24 0:00:31 0:00:12 0:00:12 0:00:12 0:00:18 0:00:19 0:00:12 0:00:19 0:00:22 0:00:03 0:00:03. ,0;00:03 0:00:03 0:00:03 0:00:03 0:00:03 0:00:03 0:00:37 0:00:27 0:00:30 0:00:39 0:00:28 0:00:25 0:00:42 0:00:31 0:01:50 0.02:30 0:01:32 0:01:32 0:00:35 0:00:58 0:01:00 0:01:20 39.3% 34.93% 38.24% 49.06% 52.84% 51.71% 46.92% 48.43% 4.63°!0 3.69°la 3.8%. 2.81% 2.76% 3.07% 4.57% 5.52% 3.85% 3.2% 3.05% 2.39% 2.43% 2.56% 3.9% 4.51% 40.16.% 35.54% 39%0 49:64% 53.43% 52.36% 4.7.83% 49.83% 642:25:11 626:01:33 681:23:07 885:11:28 685:19:57 888:39:37 742:38:38 850:08:16 155:1.544 139.55:31 18903429 202.500 16 99:00:04 141:36:05 170:25:39 126:12:29 232:00:49 266:29:20 229:14:32 244:50:49 221:51:35 283:42:29 220:00:32 306:27:47 16:30:3,6 13 i 41..48 13:,x4.25: 13:41:09 11:35:34 16:37:30 18.55:28 27:22:52 3:04:30 2:12:50 2:12:04 2:32:28 1:57:52 3:42:20 3:36:49 6:19:31 _... :44 33 1. 27:42 :" .1 28 48 2 13;27 2:06:07 1:58:42 ; 2:53:33 4:35:41 0:28:48 0:23:14 0:24:22 0:23:51 0:21:35 0:31:41 0:29:34 0:39:58 . ........ . . ..... 1:35.47 1-49,00 2.04 50 0.05:54 0:03:01 0:28:48 0,35:07 2:14:26 119 89 99 78 46 52 82 151 0 0:'r8 26 00:38 A:12;02 0:03:19 0:00:00 0:00:00 .0:07:21 0:00:33 14 1 29 2 0 0 7 3 w w _ 51:66% 44 81 o ° 61 75/0 61.47/0 60.83/o.. 56 69:% 20:09:22 16:59:08 17:50:05 16.03:49 13.48:33 19:05:00 22:31:29 34:13:32 `48,8:26 48` 4'$7 54 24 492 41 26 682 23 t47 586 22 54 747 32:20 572:40-45 726 09.4.0' .. 76 03% 77.94% 72.31% 77.09% 85.56% 84.12% 77.11% 85.42% 0 0 0 p p p p .0 70.31% 7,71' 7.73% 70.95% 67.06% 69.85% 72.73% 64.92% 69.23% W,. 71.65% 78 91%'. 72 97%: 68:7 1% 71:39%. 75.35:% 65.85°!0 70.74%` 73.56% 79.38% 75.45% 70.59% 72.16% 77.97% 67.17% 72.53% Sep Oct 0% 0% 0% 0% 0%: - 0 0 0 0 0 0 0 0 0 0 0 0 0 o 0 0. o 0 0 o Q 0 0 0 ON 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 F o 00 00 .o 00 00 0 00 00 0 00 00 0 00.00 0 .00. 0:00.00: 0:00:,00: 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0 00.00::, o 00 00 0 00 00 0 00 00 0 00 00; o 00 00 0 00:00 0:00 00` . .. 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 o:oo 00 o 00:00 o.00 00` o 00:00 0 ao 00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 0:00:00 29:58% 23 18% 20j_93°10 ` 0%, 0% 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