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Amendment No. 1 to the Agreement with Inktel Contract Center Solutions, LLC. ti (9'0 orris AMENDMENT NO. 1 TO THE MASTER AGREEMENT BETWEEN THE CITY OF MIAMI BEACH, FLORIDA AND INKTEL CONTRACT CENTER SOLUTIONS, LLC., DATED APRIL 26, 2013, FOR CALL CENTER SERVICES ("AGREEMENT") Th.q Amendment No. 1 (Amendment) to the Agreement is made and entered into this cdo day of IOW(a1, 2015 (Effective Date), by and between the City of Miami Beach, Florida (City), and Inktel Contract Center Solutions, LLC, a Florida limited liability company(Inktel). RECITALS WHEREAS, on April 26, 2013, the City entered a Master Agreement with Inktel (the Agreement) for Citywide call center services for the Finance and Parking Departments, pursuant to RFP No. 022-2013ME, and approved by the City Commission pursuant to Resolution No. 2013-28156;and WHEREAS, the Agreement is for a term of three (3) years with additional one (1) year renewal options; and WHEREAS, on January 15, 2014, the Mayor and City Commission adopted Resolution No. 2014-28448, authorizing the City to increase the scope of the Agreement to include call center services for the Building Department; and WHEREAS, on October 22, 2014, the Mayor and City Commission passed Resolution No. 2014-28787, authorizing the City to increase the scope of the Agreement to include call center services for the Transportation Department; and WHEREAS, the City and Inktel wish to amend the Agreement to add the increased scope for the inclusion of the aforetasted City Departments. NOW THEREFORE, in consideration of the mutual ;promises and conditions contained herein, and other good and valuable consideration.,'the sufficiency of which is hereby acknowledged, the City and Inktel hereby agree as follows: 1. The above recitals are true and correct and are incorporated as part of this Amendment No. 1. 2. The Agreement is amended to add a Statement of Work ("SOW") for Call Center Services ("Services") for the Building and Transportation Departments pursuant to the attached and incorporated hereto as Exhibit "B". 3. RFP No. 022-2013ME, all addenda, and Inktel's response to is attached and incorporated as part of this Agreement hereto as Exhibit "A". In the event of any conflict between the Agreement, a particular Scope of Work ("SOW"), or the RFP, the following order of precedence shall be given: 1. The SOW; 2. The Agreement; L A 3. The City's RFP; and 4. Proposer's response to the RFP. 4. The Call rates negotiated with the Finance and Parking Departments, as set forth in the Agreement will also apply to the Building and Transportation Departments. This Fee Schedule is incorporated as Exhibit"C" hereto. 5. This Amendment will be effective following approval by the City Commission and executed by the City and lnktel. The term of this Amendment shall run concurrent with the term of the Agreement. 6. Except as amended herein, all other terms and conditions of the Agreement shall remain unchanged and in full force and effect. IN WITNESS WHEREOF, the parties hereto have caused this Contract to be executed by their appropriate officials, as of the date first entered above. FOR CITY: CITY OF MIAMI BEACH, FLORIDA Aieer": ATTEST: ty Clerk M� yob `77 Rafael E. Granado h'lip °amine 1 1....E 111`11 I .104% Date s* %-;:j5- 0:0"" 4, OR IN TEL CONTRACT CENTER FOR INKTEL CONTRACT CENTER :INCORP ORAT'' L_ 'NS LLC SOLUTIONS, LLC �pi�••'• \,: = ESQ•< .•• 7,N . _ r AVOIZa Secretary Managing Partner Shorn nJn Gam c -I Summer inn s Pr' t Name Print Name 6 I 30j 3/P7966 Date Date Exhibit "A" Statement of Work for Building and Transportation Departments Exhibit "B" RFP No. 022-2013ME, Addenda, and Inktel's response Exhibit "C" Fee Schedule -, F:\PURC\$ALL\Solicitations\2 01 31.2 01 3-0 2 2ME-RFP-Call CenterServiceslContractlAmendment Template(2).docx APPROVED AS TO FORM&LANGUAGE Y: &FOR EXECUTION . • s- _ (5 City Attorney Date EXHIBIT "A" 2/26/2015 BUILDING AND TRANSPORTATION DEPARTMENTS STATEMENT OF WORK Inbound Customer Call Center Services Service Type. Inktel will provide agent representatives to provide inbound customer service for the Building Department in both English and Spanish and the Transportation Department in both English and Spanish. Contact Categories Contact Center Agents shall handle inbound calls e-mail and facsimile support from CLIENTS customers for all Building and Transportation Department inquiries. Days of Operation: Monday through Friday Hours of Operation: 8 Hours/Day 8:00 am —4:30 pm, set up after hours message Number of Contact Center Agents: Number of agents to be determined on this program as to ensure program metrics are constantly met. Type of Agent: Shared or Dedicated as applicable to price model. Number of Training Hours per Agent required: Building 24 Hours, Transportation 8 Hours General Description of Work expected Inktel shall provide call center services for CLIENT (Building and Transportation Department) that include but are not limited to the following: 1. Provide automatic call distribution with full reporting capabilities. 2. Call Center needs to be able to handle between 60,000 and 90,000 calls a year during full operations. 3. High Percentage (minimum of 50%) of Bilingual operators (Spanish/English). 4. Provide a knowledge based system to assist contractor's agent to provide proper and consistent response to inquiries. 5. Provide a seamless telephone interface. 6. Provide the ability to remotely monitor the interaction between callers and agents. 7. Provide a customer agent assessment mechanism at the CLIENT's option. 8. Call Center to be able to access Building Department and Transportation Department software to be able to answer permit related questions. Agents will be required to complete and sign the City of Miami Beach acknowledgement form for the IT Computer software access policy. The permit related questions are such as, Page 1 of 4 but not limited to, the following: • Miami Beach Building Department address and office hours. • Miami Beach Transportation Department address and office hours. • Give out Building Staff contact numbers and email addresses. • Give out Transportation Staff contact numbers and email addresses. • Take messages for staff and forward the messages via e-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. CO/CC Process and application. 13. Issuance of Contractor Pin Numbers. 14. Report a Complaints Violation. 15. Record Requests. 16. Any and all other Building Department related topics that may come up from time to time. 9. Provide information on transactions that can be done on the website. 10. Full reporting capabilities. 11. Resolution tracking system. 12. Understand and share City's Transportation vision and goals with callers 13. Provide general information (hours of operation, frequency, cost information, etc.) 14. Understand and share the nature of the service and its operational structure (what, why and how's of the trolley service) 15. Provide specific Information about routes (including connections to other services, points of interest, etc.) 16. Provide information about the system features (including tracking, cameras, wifi, hotline, etc.) Revised 2/23/2015 Building/Transportation Department Addendum/Inkte12015 Page 2 of 4 17. Understand and be able to communicate the DOs and DONTs of the service (dogs allowed, no nudity, no music, etc.) 18. Follow the procedures provided by the Transportation Department(including email templates and information classification criteria) 19. Understand, use and provide information about the City's transportation website and mobile applications TERMS and CONDITIONS: Definitions: Abandoned Call: Incoming call not answered by a live agent and caller hangs up while in the queue. Time to Abandon: Time in the queue from caller dial-in to caller hang up without ever being answered by a live agent. Time to Answer: Time in the queue from caller dial-in to live agent answer. Handle Time: Time of call from agent answer, talk time, after call work time by agent, to agent recording call disposition (defined below). Call Duration: Time from live agent answer to voluntary disconnect by either the agent or caller. Hold Time: Total time during Call Duration a caller is intentionally placed on hold. Call Disposition: The outcome of a call. Disposition categories created by Inktel and the CLIENT will be reviewed periodically and modified as needed. After Call Work Time: Time agent works after disconnect to complete call and then record the Call Disposition. REPORTS: Agent Disposition: The report captures the count per disposition. Total Minutes by Queue: The report captures the total Handle Time for each phone number serviced by Inktel. 1/2 Hour Interval: Report captures the number of incoming calls, calls answered by live agents and calls abandoned; and the average time to abandon, average time to answer, average handle time, average hold time, average after call work time and average call duration. Revised 2/23/2015 Building/Transportation Department Addendum/Inkte12015 Page 3 of 4 Service Level: Report captures the percent of calls within the service goal (80% within 20 seconds) as well as interval reporting for# and % of calls answered within: over 20 seconds up to 45 seconds, 46 seconds up to 1 minute and over 1 minute respectively. Custom report will be subject to charge. PERFORMANCE STANDARDS: Abandoned Rate will not exceed three percent (3%). This abandonment rate will exclude any calls abandoned within 15 seconds of entering the queue. The queue is the point in the call flow process at which the call is first eligible to be directed to a Contact Center Agents workstation for handling. Service level goal will be eighty percent(80%) of all calls within 20 seconds. The average Time to Answer will not exceed 30 seconds. Inktel will provide the CLIENT with daily Agent Disposition reports, daily Total Minutes by Queue reports, 1/2 Hour Interval reports and Service Level by 'A Hour reports during all operating days or hours, as applicable. Revised 2/23/2015 Building/Transportation Department Addendum/Inktel2015 Page 4 of 4 EXHIBIT "B" REQUEST FOR PROPOSALS RFP # 022-2013ME FOR CALL CENTER SERVICES RFP Issuance Date: DECEMBER 24, 2012. PROPOSAL DUE DATE: JANUARY 25, 2012 AT 3:00 P.M. CONTACT PERSON: MARIA ESTEVEZ, PROCUREMENT ASSISTANT DIRECTOR CITY HALL PROCUREMENT DIVISION, 3RD Floor 1700 Convention Center Drive Miami Beach, FL 33139 Phone: 305.673.7234 Fax: 786.394.4002 E-mail: mestevez @miamibeachfl.gov F:\PURC\$ALL\Maria\RFP'S\12-13\RFP#022-2013ME Call CenterServices\RFP Document and Addendum\RFP-022-2013ME Call CenterServices.docx IP MIAMIBEACH City of Miami Beach, 1700 Convention Center Drive,Miami Beach, Florida 33139,www.miamibeachfl.gov PROCUREMENT DIVISION Tel: 305-673-7490, Fax: 786-394-4002 PUBLIC NOTICE Request for Proposals (RFP) No 022-2013ME FOR CALL CENTER SERVICES (THE "RFP"). li from qualified firms to provide Call The City of Miami Beach (the City) would like to solicit responses o qua ed p Center services to various departments of the City of Miami Beach. The City wishes to hire a company that provides a fully equipped offsite call center to receive calls for the Finance, Parking, Emergency Operation Center (EOC) and other departments, as needed. This service should include all the necessary resources required to achieve a low abandonment rate. r with ninitial It is anticipated that the successful proposer will negotiate with the City for a term contract t an P P P 9 term of three (3) years, with an option to renew for an additional two (2) one-year extensions at the Administration's sole discretion. Sealed proposals will be received until 3:00 PM on January 25, 2013 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 JANUARY .25, 2013, WILL BE RETURNED TO THE PROPOSER UNOPENED, AND WILL NOT BE CONSIDERED. 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, OR ANY OTHER ENTITY OR OCCURRENCE. A Pre-Proposal Submission Meeting is scheduled for January 9, 2013 at 10:00 A.M. at the following address: City of Miami Beach City Hall — Fourth Floor 1700 Convention Center Drive City Manager's Large Conference Room Miami Beach, Florida 33139 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: 1-877-953-3061 (Toll-free North America) (2) Enter the MEETING NUMBER: 8982915# Proposers who are interested in participating via telephone, please send an e-mail to RFP No:022-2013ME Call Center Services 12/24/2012 2 of 53 City of Miami Beach mestevez @miamibeachfl.gov expressing your intent to participate via telephone at least one business day in advance of the meeting. The City also utilizes BidNet for automatic notification of bid opportunities and document fulfillment. This system allows vendors to register online and receive notification of new bids, amendments and awards. Vendors with Internet access should review the registration options at the following website: http://www.govbids.com/scripts/panhandle/public/home l.asp?utm_medium=referral&utm_source=MIA28FL &utm_campaign=web site. If you do not have Internet access, please call the BidNet support group at 800-677-1997 extension #214. The City utilizes Public Purchase for automatic notification of bid opportunities and document fulfillment. This system allows vendors to register online and receive notification of new bids, amendments and awards. Vendors with Internet access should review the registration options at the following website: https://www.publicpurchase.com/gems/reqister/vendor/register The City also provides bid information on its website, please visit http://web.miamibeachfl.gov/procurement. YOU ARE HEREBY ADVISED THAT THIS REQUEST FOR PROPOSALS IS SUBJECT TO THE FOLLOWING ORDINANCES/RESOLUTIONS, WHICH MAY BE FOUND ON THE CITY OF MIAMI BEACH WEBSITE: http://www.miamibeachfl.gov/newcity/depts/purchase/bidintro.asp • CONE OF SILENCE -- ORDINANCE NO. 2002-3378 • CODE OF BUSINESS ETHICS -- RESOLUTION NO. 2000-23879. • PROTEST PROCEDURES -- ORDINANCE NO. 2002-3344. • DEBARMENT PROCEEDINGS -- ORDINANCE NO. 2000-3234 • LOBBYIST REGISTRATION AND DISCLOSURE OF FEES -- ORDINANCE NO. 2002-3363. • CAMPAIGN CONTRIBUTIONS BY VENDORS - ORDINANCE NO. 2003-3389. • EQUAL BENEFITS ORDINANCE — ORDINANCE NO. 2005-3494. • LIVING WAGE REQUIREMENT--ORDINANCE NO. 2010-3682. • LOCAL PREFERENCE FOR MIAMI BEACH-BASED VENDORS ORDINANCE NO. 2011- 3747. • PREFERENCE FOR FLORIDA SMALL BUSINESSES OWNED AND CONTROLLED BY VETERANS AND TO STATE CERTIFIED SERVICE-DISABLED VETERAN BUSINESS ENTERPRISES—ORDINANCE NO. 2011-3748. Any questions or requests for clarifications concerning this RFP shall be submitted in writing (or by e- mail) to the following address: mestevez @miamibeachfl.gov; with copies also submitted to the City Clerk: RafaelGranado @miamibeachfl.gov All questions or requests for clarifications must be received no later than five (5) calendar days prior to the scheduled RFP submission date. All responses to questions/clarifications will be sent to Proposers in the form of a written addendum. RFP No:022-2013ME Call Center Services 12/24/2012 3 of 53 City of Miami Beach This RFP is not to be construed as an offer by the City of Miami Beach. Proposers interested in 1 pursuing this opportunity are urged to make such investigations and evaluations as they deem advisable, and to reach independent conclusions concerning statements made in this RFP and any Addendum or Addenda issued pursuant thereto. THE CITY OF MIAMI BEACH RESERVES THE RIGHT TO ACCEPT ANY PROPOSAL DEEMED TO BE IN THE BEST INTEREST OF THE CITY, OR WAIVE ANY IRREGULARITY AND/OR INFORMALITY IN ANY PROPOSAL, OR REJECT ANY AND/OR ALL PROPOSALS. Si s._ ey 7!d diAti IC e is yo f Procurement Director i • i I I i I 1 RFP No:022-2013ME 12/24/2012 Call Center Services 4 of 53 City of Mlaml Beach MIAMIBEACH City of Miami Beach, 1700 Convention Center Drive,Miami Beach, Florida 33139, www.miamibeachfl.gov PROCUREMENT Division Tel: 305.673.7490 Fax: 786394.4002 RFP No. 022-2013ME 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 requirements. 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: Title: 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. RFP No:022-2013ME Call Center Services 12/24/2012 5 of 53 City of Miami Beach MIAMIBEACH City of Miami Beach, 1700 Convention Center Drive,Miami Beach, Florida 33139, www.miamibeachfl.gov PROCUREMENT DIVISION Tel: 305-673-7490, Fax: 305-673-7851 TABLE OF CONTENTS PAGE I. OVERVIEW AND PROPOSAL PROCEDURES 7-13 II. SCOPE OF SERVICES 14 III. PROPOSAL FORMAT 17-19 V. EVALUATION/SELECTION PROCESS/ CRITERIA FOR EVALUATION 20-21 VI. SPECIAL TERMS AND CONDITIONS- INSURANCE 22-23 VII. 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 Services/Specifications (Section II) - Signed Insurance Checklist 23 - Proposer Information 24 -Acknowledgment of Addenda 25 - Declaration 26 - Sworn Statement/Section 287.133(3) (a), Florida Statutes - Public Entity Crimes 27-28 - Questionnaire 29-33 - Declaration: Nondiscrimination in Contracts and Benefits 36-38 - Reasonable Measures Application (If Applicable) 39 - Substantial Compliance (If Applicable) 40-42 -Acknowledgement Letter and Disclosure and Disclaimer 43-45 VII. DOCUMENTS TO BE COMPLETED BY CUSTOMERS OF THE RESPONDENTS - Performance Evaluation Letters 51 - Performance Evaluation Survey 52 RFP No:022-2013ME Call Center Services 12/24/2012 6 of 53 City of Miami Beach • SECTION I - OVERVIEW AND PROPOSAL PROCEDURES: A. INTRODUCTION / BACKGROUND The City of Miami Beach (the City) would like to solicit responses from qualified firms to provide Call Center services to various departments of the City of Miami Beach. The Finance and Citywide Projects Committee, at their July 29, 2011 budget briefing for fiscal year 2011/12, was advised of the Administration's proposal to outsource utility billing and parking customer service calls. The Utility Billing Section is currently averaging 20,000 calls annually with a 10% abandoned rate, while the Parking Department is averaging 30,000 annual customer service calls with a 20% abandoned rate. As a result of a reduction of six positions, or 42%, of customer service personnel over the past five (5) years, the Finance Department Revenue Division, which manages the Utility Billing function, has limited resources to handle the customer service counter, answer phone calls, respond to emails, and perform their daily accounting and financial functions. In an effort to provide excellent customer service to the residents and businesses of Miami Beach, the Administration is proposing to outsource customer service calls. At an average of three (3) minutes per call, it would require the City of Miami Beach an equivalent of 2 full time employees to manage this volume of calls, which represents an approximate annual cost of $140,000 in salary and benefits. It is estimated that the cost of outsourcing these call would be considerably less and would lead to more productive and effective employees in their respective areas of work. Under the current environment, City of Miami Beach employees are managing 50,000 phone calls per year in addition to perform the duties of their full time job. When the phone rings, the employee must stop what he or she is doing and address the caller's questions. In many occasions, there is an after-call task related to the caller's inquiry to be addressed before the employee can resume the original task he or she was doing. These constant interruptions affect employee's.effectiveness and productivity. Presently, the City of Miami Beach is handling a combined 50,000 annual Parking and Utility Billing related calls. These calls are divided among 10 full time Finance employees. It is estimated that a substantial number of phone calls are dropped which results in an increase of traffic to the City help desks due to an ineffective telephone answering system. It is anticipated that the proposed outsourcing of phone calls will lead to more productive City employees by eliminating call responsibilities; reduce lines and traffic at our customer service counter; and, lead to more positive customer experiences. The City would also like to receive proposals for consideration of outsourcing the combined Business Tax, Certificate of Use, and Annual Fire Permit calls received by the Finance Department Revenue Division customer service team. Additionally, the City would like to receive proposals for consideration of outsourcing the Emergency Operation Center(EOC). Funding in the amount of$37,500 is available from the Water and Sewer Enterprise Fund and additional $37,500 is available from the Parking Enterprise Fund. The total budget for the outsourcing project is $75,000 with no funds being utilized from the General Fund. RFP No:022-2013ME Call Center Services 12/24/2012 7 of 53 City of Miami Beach B. RFP TIMETABLE The anticipated schedule for this RFP is as follows: Pre-proposal submission meeting January 9, 2013 Deadline for receipt of questions January 15, 2013, at 5:00 p.m. Deadline for receipt of Proposals January 25,2013, at 3:00 p.m. Evaluation Committee meeting February 2013 Commission approval authorizing negotiations February 2013 Contract negotiations March 2013 Contract Approval March 2013 C. PROPOSALS SUBMISSION An original and ten (10) copies of complete Proposals, plus a CD, must be received no later than 3:00 p.m. on January 25, 2013, 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, plus the CD, must be submitted to the Procurement Division in a sealed envelope or container stating on the outside the Proposer's name, address, and RFP number and title. No facsimile, electronic, or e-mail Proposals will be considered. THE RESPONSIBILITY FOR SUBMITTING A PROPOSAL IN RESPONSE TO THIS RFP, ON OR BEFORE THE STATED TIME AND DATE, WILL BE SOLELY AND STRICTLY THAT OF THE PROPOSER. THE CITY WILL IN NO WAY BE RESPONSIBLE FOR DELAYS CAUSED BY MAIL, COURIER SERVICE, OR BY ANY OTHER ENTITY OR OCCURRENCE. ANY PROPOSAL RECEIVED AFTER 3:00 P.M. ON JANUARY 25, 2013 WILL BE RETURNED TO THE PROPOSER UNOPENED. PROPOSALS RECEIVED AFTER THE RFP DUE DATE AND TIME WILL NOT BE ACCEPTED AND WILL NOT BE CONSIDERED. D. REQUIREMENT FOR CITY CONTRACTORS TO PROVIDE EQUAL, BENEFITS FOR DOMESTIC PARTNERS The contract awarded pursuant to this RFP is subject to the City's Equal Benefits Ordinance (as adopted pursuant to Ordinance No. 2005-3494, and as codified in Section 373 of the City Code entitled, "Requirement for City Contractors to Provide Equal Benefits for Domestic Partners; and hereafter referred to as the "Ordinance"). The Ordinance applies to all employees of a Contractor who work 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 directly performing work on the contract within the City of Miami Beach. RFP No:022-2013ME Call Center Services 12/24/2012 8 of 53 City of Miami Beach The City shall not enter into any contract unless the bidder 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 the Contractor has made reasonable yet unsuccessful effort to provide Equal Benefits. The Contractor shall complete and return the "Reasonable Measures Application" contained herein, and the Cash Equivalent proposed. It is important to note that Contractors are considered in compliance if Contractor provides benefits neither to employees' spouses nor to employees' Domestic Partners. Attached to this RFP please find the following documents that need to be returned to the City with your Proposal, or if omitted as part of your Proposal submission, within five (5) calendar days after receipt of written request from the City: • Declaration: Nondiscrimination in Contracts and Benefits Form • Reasonable Measures Application Form • Substantial Compliance Authorization Form E. LIVING WAGE REQUIREMENT Pursuant to Section 2-408 of the Miami Beach City Code, as same may be amended from time to time, Proposers shall be required to pay all employees who provide services pursuant to this Agreement, the hourly living wage rates listed below: • Commencing with City fiscal year 2011-12 (October 1, 2011), the hourly living wage rate will be $10.72/hr with health benefits, and $12.17/hr without benefits; and • Commencing with City fiscal year 2012-13 (October 1, 2012), the hourly living rate will be $11.28/hr with health benefits, and $12.92/hr without benefits. The living wage rate and health care benefits rate may, by Resolution of the City Commission be indexed annually for inflation using the Consumer Price Index for all Urban Consumers (CPI-U) Miami/Ft. Lauderdale, issued by the U.S. Department of Labor's Bureau of Labor Statistics. Notwithstanding the preceding, no annual index shall exceed three percent (3%). The City may also, by resolution, elect not to index the living wage rate in any particular year, if it determines it would not be fiscally sound to implement same (in a particular year). Bidders/Proposers' failure to comply with this provision shall be deemed a material breach under this ITB/RFP, under which the City may, at its sole option, immediately deem said bidder/proposer as non-responsive, and may further subject bidder/proposer to additional penalties and fines, as provided in the City's Living Wage Ordinance, as amended. The attached Living Wage Certification form must be executed and submitted as part of your bid/proposal, or if omitted, within five (5) calendar days upon receipt of request from the City. Should the Mayor and City Commission decide to index the Living Wage rates in September of 2013, then the City will notify all contractors/vendors subject to the Living Wage requirements, of such living wage increase; whether the proposed increase will result in a proportionate increase to their contract rates/cost; and; if yes, what are the requested revised billing rates. It is important to note that the City will ONLY allow for an increase to the billing rates proportionate to the RFP No:022-2013ME Call Center Services 12/24/2012 9 of 53 City of Miami Beach living wage increase, plus pertinent taxes (FICA and MICA). F. PRE-PROPOSAL SUBMISSION MEETING A Pre-Proposal Submission Meeting is scheduled for January 9, 2013 at 10:00 AM at the following address: City of Miami Beach City Hall —4th Floor City Manager's Large Conference Room 1700 Convention Center Drive Miami Beach, Florida 33139 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: 1-877-953-3061 (Toll-free North America) (2) Enter the MEETING NUMBER: 8982915# Proposers, who are interested in participating via telephone, please send an e-mail to the contact person listed below, expressing your intent to participate via telephone. G. CONTACT PERSON/ADDITIONAL INFORMATION/ADDENDA The contact person for this RFP is Maria Estevez, Procurement Assistant Director, who may be reached by phone: 305-673-7234; fax 786-394-4002; or e-mail: mestevez(a�miamibeachfl.gov . Communications between a Proposer, bidder, lobbyist, and/or consultant and the Procurement Director are limited to matters of process or procedure. Requests for additional information or clarifications must be made in writing to the Procurement Division. Facsimile or e-mail requests are acceptable. Please send all questions to mestevez @miamibeachfl.gov, and copy the City Clerk's Office, RafaelGranadomiamibeachfl.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 he deems necessary, in written addenda issued prior to the deadline for responding to the RFP. Proposers should not rely on representations, statements, or explanations (whether verbal or written), 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. PURSUANT TO THE CITY'S CONE OF SILENCE ORDINANCE, AS CODIFIED IN SECTION 2-486 OF THE CITY CODE, PROPOSERS ARE ADVISED THAT ORAL COMMUNICATIONS BETWEEN THE PROPOSER, OR THEIR REPRESENTATIVES AND 1) THE MAYOR AND CITY COMMISSIONERS AND THEIR RESPECTIVE STAFF; OR 2) MEMBERS OF THE CITY'S ADMINISTRATIVE STAFF (INCLUDING BUT NOT LIMITED TO THE CITY MANAGER AND HIS STAFF); OR 3) EVALUATION COMMITTEE MEMBERS, IS PROHIBITED. H. 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. RFP No:022-2013ME Call Center Services 12/24/2012 10 of 53 City of Miami Beach 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. I. RFP POSTPONEMENT/CANCELLATION/REJECTION 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. J. COSTS INCURRED BY PROPOSERS All expenses involved with the preparation and submission of Proposals, or any work performed in connection therewith, shall be the sole responsibility (and at the sole cost and expense) of the Proposer and shall not be reimbursed by the City. K. EXCEPTIONS TO RFP Proposers must clearly indicate any exceptions they wish to take to any of the terms in this RFP, and outline what, if any, alternative is being offered. All exceptions and alternatives shall be included and clearly delineated, in writing, in the Proposal. The City, at its sole and absolute discretion, may accept or reject any or all exceptions and alternatives. In cases in which exceptions and alternatives are rejected, the City shall require the Proposer to comply with the particular term and/or condition of the RFP to which Proposer took exception to (as said term and/or condition was originally set forth on the RFP). L. FLORIDA PUBLIC RECORDS LAW Proposers are hereby notified that all Proposals including, without limitation, any and all information and documentation submitted therewith, are exempt from public records requirements under Section 119.07(1), Florida Statutes, and s. 24(a), Art. 1 of the State Constitution until such time as the City provides notice of an intended decision or until thirty (30) days after opening of the Proposals, whichever is earlier. M. NEGOTIATIONS The City reserves the right to enter into further negotiations with the selected Proposer(s). Notwithstanding the preceding, the City is in no way obligated to enter into a contract with the selected Proposer(s) in the event the parties are unable to negotiate a contract. It is also understood and acknowledged by Proposers that by submitting a Proposal, no property interest or legal right of any kind shall be created at any time until and unless a contract has been agreed to; approved by the City; and executed by the parties. N. PROTEST PROCEDURE Proposers that are not selected may protest any recommendation for selection of award in accordance with the proceedings established pursuant to the City's bid protest procedures (Ordinance No. 2002- 3344), as codified in Sections 2-370 and 2-371 of the City Code. Protests not timely made pursuant to the requirements of Ordinance No. 2002-3344 shall be barred. RFP No:022-2013ME Call Center Services 12/24/2012 11 of 53 City of Miami Beach O. OBSERVANCE OF LAWS Proposers are expected to be familiar with, and comply with, all Federal, State, County, and City laws, ordinances, codes, rules and regulations, and all orders and decrees of bodies or tribunals having jurisdiction or authority which, in any manner, may affect the scope of services and/or project contemplated by this RFP (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 no way relieve it from responsibility for compliance. P. DEFAULT Failure or refusal of the successful Proposer(s) to execute a contract following approval of such contract 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(s) from the City's vendor list. Q. CONFLICT OF INTEREST All Proposers must disclose, 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. R. PROPOSER'S RESPONSIBILITY Before submitting a Proposal, each Proposer shall be solely responsible for making any and all investigations, evaluations, and examinations, as it deems 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 evaluations, 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, and will not be accepted as a basis for any subsequent claim whatsoever for any monetary consideration on the part of the Proposer. S. RELATIONSHIP TO THE CITY It is the intent of the City, and Proposers hereby acknowledge and agree, that the successful Proposer is considered to be an independent contractor, and that neither the Proposer, nor the Proposer's employees, agents, and/or contractors, shall, under any circumstances, be considered employees or agents of the City. T. PUBLIC ENTITY CRIME 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. RFP No:022-2013ME Call Center Services 12/24/2012 12 of 53 City of Miami Beach U. COMPLIANCE WITH THE CITY'S LOBBYIST LAWS This RFP is subject to, and all Proposers are expected to be or become familiar with, all City lobbyist laws, as amended from time to time. Proposers shall ensure that all City lobbyist laws are complied with, and shall be subject to any and all sanctions, as prescribed therein, including, without limitation, disqualification of their Proposals, in the event of such non-compliance. V. CONE OF SILENCE This RFP is subject to, and all Proposers are expected to be or become familiar with, the City's Cone of Silence requirements, as codified in Section 2-486 of the City Code. Proposers shall be solely responsible for ensuring that all applicable provisions of the City's Cone of Silence are complied with, and shall be subject to any and all sanctions, as prescribed therein, including rendering their Proposal voidable, in the event of such non-compliance. W. DEBARMENT ORDINANCE This RFP is subject to, and all Proposers are expected to be or become familiar with, the City's Debarment Ordinance (as adopted pursuant to Ordinance No. 200-3234, and as codified in Sections 2- 397 through 2-406 of the City Code). X. COMPLIANCE WITH THE CITY'S CAMPAIGN FINANCE REFORM LAWS This RFP is subject to, and all Proposers are expected to be or become familiar with, the City's Campaign Finance Reform laws, as codified in Sections 2-487 through 2-490 of the City Code. Proposers shall be solely responsible for ensuring that all applicable provisions of the City's Campaign Finance Reform laws are complied with, and shall be subject to any and all sanctions, as prescribed therein, including disqualification of their Proposals, in the event of such non-compliance. Y. CODE OF BUSINESS ETHICS Pursuant to City 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 its bid/response or within five (5) days upon receipt of request. The Code shall, at a minimum, require the Proposer, to comply with all applicable governmental rules and regulations including, among others, the conflict of interest, lobbying and ethics provision of the City of Miami Beach and Miami Dade County. Z. AMERICAN WITH DISABILITIES ACT(ADA) 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 with disabilities. For more information on ADA compliance, please call the Public Works Department, at 305-673-7631. AA. 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 No:022-2013ME Call Center Services 12/24/2012 13 of 53 City of Miami Beach SECTION II -- SCOPE OF WORK/SPECIFICATIONS The City wishes to hire a company that provides a fully equipped offsite call center to receive calls for the Finance, Parking, Emergency Operation Center (EOC) and other departments, as needed. This service should include all the necessary resources required to achieve a low abandonment rate. 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 Administration's sole discretion. The term of contract will be for three (3) years with the sole option and discretion of the City to renew for two (2) additional one (1) year periods. Finance Department The proposer should possess the following capabilities: 1. Provide automatic call distribution with full reporting capabilities. 2. The Call Center needs to be able to handle calls as follows: The Utility Billing Section is currently averaging 20,000 calls annually, while the Parking Department is averaging 30,000 annual customer service calls. 3. High Percentage (minimum of 50%) of Bilingual (English and Spanish) operators. 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. 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. 8. Provide a customer agent assessment mechanism at the City's option. 9. Call Center to be able to access City Department software to be able to answer related questions such as, but not limited to, the following: • Typical questions for Utility Billing are for these subject matters: o Processing payment over the phone; o Concerns regarding a higher than average bill; o Balance inquiries; o Utility service has been disconnected or scheduled for disconnection; o Payment or payment plan to be processing; o Opening of a new account; and, o Closing of an existing account. 10. Provide information on transactions that can be done on the website. 11. Full reporting capabilities. RFP No:022-2013ME Call Center Services 12/24/2012 14 of 53 City of Miami Beach 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. • 14. The call center contractor shall have a secure facility capable of withstanding Hurricane. Emergency Operations Center In the event that the City of Miami Beach Emergency Operations Center (EOC) is activated, the Call Center will perform the following tasks: o Upon notice, the Call Center will handle the call handling for a weather incident ready within three (3) hours of notification o The Call Center must have in place, the ability to have the phone service provider for the City of Miami transfer the phone number of the City as identified, both at the City switch level and if the switch is lost completely, the ability to transfer the number at the central office (AT&T) level — this will be a joint deliverable with the City and Call Center o The Call Center must have adequate trunks to handle 120 calls per minute and be scalable on trunkage if more lines are required to handle incoming calls o The Call Center will have adequate staffing available to handle English/Spanish (50% bilingual) and Haitian Creole calls; as needed staffing will be supplemented based on call volume; an auto attend/menu selection allowing callers to choose the language of their choice when speaking with an agent o The Call Center will record all calls both voice and screen display and keep these files available (for18 months) for review by the City o The Call Center must have the capability to have event announcements placed before a caller enters a queue to provide emergency information or to inform residents of real-time relevant information o The Call Center will place recording known as music on hold messages in the queue so when the callers are waiting for an agent they are hearing relevant information as provided by the city pre/during and post event o The event announcements must be changed as request by the City and in place within 15 minutes of receipt—the City will provide these in three languages to the Call Center provider. o The Call Center will report on an hourly basis the number of call answered, provide the top 10 list of inquiries and as directed by the City, have in place a service request process that logs incidents reported by residents in the City to include but not limited to flooding report, tree down in swale, tree down on private property, tree down on home, FPL electricity out, clogged drains, debris; each of these service requests must be GIS plotted and reported to the City on a hourly basis in a excel spreadsheet to include XY coordinates needs so the City EOC can map the service requests o The Call Center will maintain and ,as needed, update the event knowledge base with information provided by the City o An emergency process will be established that will have the management of the call center to contact designated City personnel of issues that management believes the City should immediately address if it is safe to travel the streets of the City. RFP No:022-2013ME Call Center Services 12/24/2012 15 of 53 City of Miami Beach Fiscal Component The City's objective is to purchase the service on a per minute basis. The proposers are also required to provide alternative methods of purchasing the services that will be incorporated into the contract and will be available to the City at its discretion. This may include purchasing blocks of hours or full time equivalent employees. The City reserves the right to negotiate alternative service levels with the contractor during the term of the agreement. 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% 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 No:022-2013ME Call Center Services 12/24/2012 16 of 53 City of Miami Beach SECTION III — PROPOSAL FORMAT Proposals must include 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 may be deemed non-responsive. NOTWITHSTANDING THE PROCEEDING SENTENCE, THE CITY WILL NOT ACCEPT THE PRICE PROPOSAL FORM AFTER 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: a) Introduction letter: Outline the Proposer's professional specialization; provide past experience to support the qualifications of the Proposer. b) References: List at least five (5) client references, to include contact name, title, company, address, telephone number, e-mail address, fax number. c) Qualifications of Proposer/ Management Team and Key Personnel: Outline in detail the experience and qualifications of the business and individual members of the Proposer entity and experience of Proposer and/or 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 project/program and their qualifications. A resume of each individual, including education, experience, and any other pertinent information, shall be included for each team member assigned to this Project. d) Past Performance Client Survey Information: Past performance information will be collected on all Proposers. Proposers are required to identify 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 41 and 42, and request that your client submit the completed survey to Maria Estevez, at (Fax) 786-394-4002 or (e-mail) mestevezmiamibeachfl.gov. Proposers are responsible for making sure their clients return the Performance Evaluation Surveys to the City. Proposers are solely responsible for making sure their clients return the Performance Evaluation Surveys to the City. The City reserves the right to verify any information submitted throughout 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 confirmation of data. THE CITY WILL NOT ACCEPT CLIENT SURVEYS SENT TO THE PROCUREMENT DIVISION FROM THE OFFICE OF THE PROPOSER. IN ORDER TO BE CONSIDERED, SURVEYS MUST BE SENT TO THE PROCUREMENT DIVISION RFP No:022-2013ME Call Center Services 12/24/2012 17 of 53 City of Miami Beach DIRECTLY FROM YOUR CLIENT'S OFFICE(S). e) Methodology and Approach for the Project. The Proposer must specifically describe its Proposal methodology and approach. f) Cost Information Proposers shall submit at a minimum the cost proposal included in this RFP. Additionally, Proposers can submit alternate pricing schedule. Notwithstanding any cost submitted, the City reserves the right to further negotiate same with the successful Proposer. g) Proposers shall submit any other such supporting documentation as they deem necessary to demonstrate their capability to provide and implement the services as outlined in this RFP. h) Acknowledgment of Addenda: (IF REQUIRED BY ADDENDUM) and Proposer Information forms. i) Provide Certified Minority Business Certification documentation, Local Preference, and/or Veterans Preference (if applicable) (State of Florida or Miami-Dade County). j) Acknowledgment Letter and Disclosure and Disclaimer k) Any other documents required by this RFP. The City reserves the right, in its sole discretion, to request additional information from Proposers following review of the initial Proposal submissions. RFP No:022-2013ME Call Center Services 12/24/2012 18 of 53 City of Miami Beach COST PROPOSAL RFP No. 022-2013 ME PROPOSER'S NAME: Cost Per Production Minute per Shared Agent Cost Per Hour per Dedicated Agent Set Up Fees Training Hours Curriculum Development Cost Per Agent Per Hour (Training) Project Management Script Development Fee Digital Recording Team Supervisor/Quality Assurance Development of TDD Proposers shall submit at a minimum the cost proposal included in this RFP. Proposers can submit alternate pricing schedule for the services indicated above and for alternate related services. RFP No:022-2013ME Call Center Services 12/24/2012 19 of 53 City of Miami Beach SECTION V— EVALUATION/SELECTION PROCESS The procedure for Proposal evaluation and selection is as follows: 1. The procedure for response, evaluation and selection will be as follows: 1. The RFP will be issued after City Commission approval is received. 2. A Pre-Proposal Submission Meeting with Proposers will be conducted. 3. All timely received Proposals will be opened and listed. 4. An Evaluation Committee, appointed by the City Manager, shall meet to evaluate each Proposal in accordance with the requirements set forth in the RFP. If further information is desired, Proposers may be requested to make additional written submissions or oral presentations to the Evaluation Committee. 5. The Evaluation Committee will recommend to the City Manager the Proposer or Proposers that it deems to be the best candidate(s) by using the following evaluation criteria: Evaluation Criteria Weight 1. Experience and qualifications of the proposer 30 points. 2. Experience and qualifications of the agents assigned 10 points. to provide services to the City 3. Methodology and Approach to include the demonstrated 20 points. ability to achieve the City's objectives 4. Cost/Fees 30 points. 5. Past Performance Surveys 10 points. LOCAL PREFERENCE: The Evaluation Committee will assign an additional five (5) points to Proposers, which are, or include as part of their proposal team, a Miami Beach-based vendor as defined in the City's Local Preference Ordinance. VETERANS PREFERENCE: The Evaluation Committee will assign an additional five (5) points to Proposers, which are, or include as part of their proposal team, a small business concern owned and controlled by a veteran(s) or a service-disabled veteran business enterprise, as defined in the City's Veterans Preference Ordinance. 6. The City Manager shall recommend to the City Commission the Proposal or Proposals which he deems to be in the best interest of the City. 7. The City Commission shall consider the City Manager's recommendation and, if appropriate, approve such recommendation. The City Commission may also, at its option, reject the City Manager's recommendation and select another Proposal or Proposals which it deems to be in the best interest of the City, or it may also reject all Proposals. 8. Negotiations between the City and the selected Proposers will take place to arrive at an agreement. 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. RFP No:022-2013ME Call Center Services 12/24/2012 • 20 of 53 City of Miami Beach 10. The final agreement(s) is presented to the Mayor and Commission for approval. 11. . If the agreement(s) are approved by the Commission, the Mayor and City Clerk shall sign the executed contract(s) after the Proposer(s) 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 EVALUATION/SELECTION PROCESS UNTIL AND UNLESS A CONTRACT HAS BEEN AGREED TO AND SIGNED BY BOTH PARTIES. The City expects vendors to respond in a factual manner, clearly identifying software that is fully released, in testing, or slated for future release for each functional requirement. Site Visits The City may also choose to conduct site visit(s) to the proposers' as part of the evaluation process. The site visits may be used to determine the successful vendor, RFP No:022-2013ME Call Center Services 12/24/2012 21 of 53 City of Miami Beach SECTION VI—SPECIAL TERMS AND CONDITIONS: INSURANCE The successful Proposer(s) shall obtain, provide and maintain, during the term of the contract, the following types and amounts of insurance, which shall be maintained with insurers licensed to sell insurance in the State of Florida and have a B+ VI or higher rating in the latest edition of AM Best's Insurance Guide: Commercial General Liability. A policy including, but not limited to, comprehensive general liability, including bodily injury, personal injury, property damage, in the amount of a combined single limit of not less than $1,000,000. Coverage shall be provided on an occurrence basis. The City of Miami Beach must be named as certificate holder and additional insured on policy. 1. Workers' Compensation and Employer's Liability per the statutory limits of the state of Florida. 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). 3. Automobile Liability - $1,000,000 each occurrence - owned/non-owned/hired automobiles included. Worker's Compensation. A policy of Worker's Compensation and Employers Liability Insurance, in accordance with worker's compensation, laws as required per Florida Statutes. Said policies of insurance shall be primary to and contributing with any other insurance maintained by Proposer or City, and shall name the City of Miami Beach, as an additional insured. No policy can be canceled without thirty (30) days prior written notice to the City. The successful Proposer(s) shall file and maintain certificates of all insurance policies with the City's Risk Management Department showing said policies to be in full force and effect at all times during the course of the contract. Such insurance shall be obtained from brokers of carriers authorized to transact insurance business in Florida and satisfactory to City. Evidence of such insurance shall be submitted to and approved by City prior to commencement of any work or tenancy under the proposed contract. If any of the required insurance coverages contain aggregate limits, or apply to other operations or tenancies of Proposer(s) outside the proposed contract, Proposer(s) shall give City prompt written notice of any incident, occurrence, claim settlement or judgment against such insurance which may diminish the protection such insurance affords the City. Proposer(s) shall further take immediate steps to restore such aggregate limits or shall provide other insurance protection for such aggregate limits. FAILURE TO PROCURE INSURANCE: The successful Proposers' failure to procure or maintain required the insurance program shall constitute a material breach of the contract. RFP No:022-2013ME Call Center Services 12/24/2012 22 of 53 City of Miami Beach INSURANCE CHECK LIST 1. Workers' Compensation and Employer's Liability per the statutory limits of the state of Florida. 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). 3. Automobile Liability - $1,000,000 each occurrence - owned/non-owned/hired automobiles included. 4. The City must be named as an additional insured on the liability policies; and it must be stated on the certificate. 5. Thirty (30) days written cancellation notice required. 6. Best's guide rating B+: VI or better, latest edition. 7. The certificate must state the RFP number and title PROPOSER AND INSURANCE AGENT STATEMENT: I understand the Insurance Requirements of these specifications and that evidence of this insurance may be required within five (5) days after Proposal opening. If I am selected as the successful Proposer, I further understand and agree and acknowledge that failure to procure or maintain the required insurance policy shall constitute a material breach of the contract by which the City may immediately terminate same. For Proposer/Print Name/Title Signature of Proposer RFP No:022-2013ME Call Center Services 12/24/2012 23 of 53 City of Miami Beach PROPOSER INFORMATION Submitted by: Proposer(Entity): Signature: Name (Printed): Address: City/State: Telephone: Fax: E-mail: Federal ID# 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. For Proposer: (Authorized Signature) (Date) (Printed Name) RFP No:022-2013ME Call Center Services 12/24/2012 24 of 53 City of Miami Beach REQUEST FOR PROPOSALS NO. 022-2013ME 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. Addendum No. 1, Dated Addendum No. 2, Dated Addendum No. 3, Dated Addendum No. 4, Dated Addendum No. 5, Dated Part H: No addendum was received in connection with this RFP. Verified with Procurement staff Name of staff Date Proposer-Name Date Signature RFP No:022-2013ME Call Center Services 12/24/2012 25 of 53 City of Miami Beach DECLARATION TO: City of Miami Beach City Hall 1700 Convention Center Drive Procurement Division Miami Beach, Florida 33139 Submitted this day of , 2012. The undersigned, as Proposer, declares that the 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(s) for the purpose of establishing a formal contractual relationship between the Proposer and the City, 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. 022-2013ME. WITNESS PROPOSER SIGNATURE PRINTED NAME PRINTED NAME WITNESS TITLE PRINTED NAME RFP No:022-2013ME Call Center Services 12/24/2012 26 of 53 City of Miami Beach 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: I understand that a "public entity crime" as defined in Paragraph 287.133(1)(g), 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. 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. 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. RFP No:022-2013ME Call Center Services 12/24/2012 27 of 53 City of Miami Beach 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. 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] I UNDERSTAND THAT THE SUBMISSION OF THIS FORM TO THE CONTRACTING OFFICER FOR THE PUBLIC ENTITY IDENTIFIED IN PARAGRAPH 1 (ONE) ABOVE IS FOR THAT PUBLIC ENTITY ONLY AND, THAT THIS FORM IS VALID THROUGH DECEMBER 31 OF THE CALENDAR YEAR IN WHICH IT IS FILED. I ALSO UNDERSTAND THAT I AM REQUIRED TO INFORM THE PUBLIC 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 ,2012 Personally known OR Produced identification Notary Public- State of My commission expires (Type of Identification) (Printed typed or stamped Commissioned name of Notary Public) 12/24/2012 R F P#03-010/11 City of Miami Beach Community Satisfaction Survey Services 28 of 42 QUESTIONNAIRE Proposer's Name: Principal Office Address: Official Representative: Individual Partnership (Circle One) Corporation Joint Venture 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: 12/24/2012 R F P#03-010/11 City of Miami Beach Community Satisfaction Survey Services 29 of 42 Questionnaire (continued) Members of Board of Directors: 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: 12/24/2012 R F P#03-010/11 City of Miami Beach Community Satisfaction Survey Services 30 of 42 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 Court of 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 and/or convictions of the Proposer and/or any of its principals: 12/24/2012 R F P#03-010/11 City of Miami Beach Community Satisfaction Survey Services 31 of 42 Questionnaire (continued) 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.) 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 and/or 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. 10. Are there any pending discussions relative to mergers, acquisitions, partnerships, or assignment of contract? 10. Is the business entity a Miami Beach-based Vendor? Yes ( ) No ( ) If Yes, please submit a copy of a Business Tax Receipt issued by the City of Miami Beach, or documentation to demonstrate that the headquarters is in the City of Miami Beach, or documentation which proves that goods and/or contractual services are being produced or performed, as appropriate, in the City of Miami Beach. 11. Is the business entity owned by a certified service-disabled veteran, and or a small business owned and controlled by veterans, as defined on Section 502 of the Veteran Benefit Health, and Information Technology Act of 2006, and cited in the Database of Veteran-owned Business? Yes ( ) No ( ) 12/24/2012 R F P#03-010/11 City of Miami Beach Community Satisfaction Survey Services 32 of 42 Questionnaire (continued) The Proposer understands that information contained in this Questionnaire will be relied upon by the City in evaluating and making an award pursuant to the RFP, and such information is warranted by the Proposer to be true and accurate. In the event that the City, in its sole discretion, deems necessary, the Proposer agrees to furnish such additional information, relating to the qualifications of the Proposer, as may be required by the City. The Proposer further understands that the information contained in this Questionnaire may be confirmed through a background investigation conducted by the City, conducted either through the Miami Beach Police Department or by a third party retained by the City for such purposes. By submitting this Questionnaire the Proposer hereby agrees to cooperate with this investigation including, but not limited to, fingerprinting and providing information for a credit check. WITNESS: IF INDIVIDUAL: Signature Signature Print Name Print Name WITNESS: IF PARTNERSHIP: Signature Print Name of Successful Proposer Print Name Address By: General Partner Print Name ATTEST: IF CORPORATION: Secretary Print Name of Corporation Print Name Address By: President (CORPORATE SEAL) Print Name 12/24/2012 RFP#03-010/11 City of Miami Beach Community Satisfaction Survey Services 33 of 42 f, n ' BEACH QUICK REFERENCE GUIDE TO EQUAL BENEFITS COMPLIANCE STEP 1:UNDERSTANDING THE LAW STEP 2: HOW TO COMPLETE THE DECLARATION: NON-DISCRIMINATION IN CONTRACTS AND What does the law require? BENEFITS FORM The proposed Ordinance will require certain contractors doing business with the City of Miami Beach, who are awarded a Section 1 asks for information about your company. If the contract pursuant to competitive bids, to provide "Equal Benefits" company employs 50 or less employees in the to their employees with domestic partners, as they provide to U.S., skip to Section 4, date and sign. employees with spouses. Section 2, Question 1 A asks whether your company Who is covered by this Ordinance? prohibits discrimination against people based on the Competitively bid City contracts valued at over $100,000 whose categories listed. contractors maintain 51 or more full time employees on their • Answer "YES` if your company does have such a payrolls during 20 or more calendar work weeks. For more policy. information, see Equal Benefits Ordinance Summary. • Answer NO if your company does not have such a policy. What benefits are covered? The Ordinance applies to all benefits offered by a contractor to its Question 1B asks whether your company agrees to include employees who have spouses or domestic partners and all benefits a nondiscrimination clause in all subcontracts entered into offered directly to such spouses or domestic partners, even when for the performance of a substantial portion of the any the employee pays the entire cost of the benefit. This includes but contracts you have with the City. This clause must include is not limited to: sick leave, bereavement leave, family medical all of the categories listed in question 1A. You must answer leave,and health benefits. this question even if your company will not be entering into any subcontracts associated with work performed for the What is a Domestic Partner? City. A`Domestic Partner' shall mean any two(2)adults of the some or • Answer '"YES" if you will agree to include a different sex who have registered as domestic partners with a nondiscrimination clause in subcontracts. government body pursuant to state and local law authorizing such • Answer 'NO" if you will not agree to include .a registration, or with an internal registry maintained by the nondiscrimination clause in subcontracts. employer of at least one of the domestic partners. Question 2A asks whether your company offers benefits What if a contractor is unable to offer benefits (such as medical insurance) to employees' spouses or to equally? employees because they are married(such as bereavement Some contractors are unable to find an insurance company willing leave which can be taken because of the death of a to offer domestic partner coverage. When a contractor takes all spouse, or family medical leave which can be taken reasonable measures to stop discriminating, but can't for reasons because of a spouse having a serious medical condition). outside its control, it can comply with the Equal Benefits Ordinance • Answer"YES-if you offer any such benefits. if it agrees to pay a cash equivalent. A cash equivalent is the • Answer`NO"if you do not offer any such benefits. amount of money paid by an employer for the spousal benefit that is unavailable for domestic partners, or vice versa. For more NOTE: You are considered as offering a benefit even if information,see Reasonable Measures Application, you don't pay for it. If access to the benefit is offered, but the cost must be paid in whole or in part by the employee, What if a company will comply but needs time to do you should still answer"YES'. it? Once a contractor makes it clear that it will comply with the Question 2B. asks whether you company offers benefits Declaration, in certain situations ending discrimination in benefits (such as medical insurance) to employees' domestic may be delayed. For instance,offering medical insurance may be partners or to employees because they are in a domestic delayed until the contractor's next enrollment period; other partnership(such as bereavement leave which can be taken benefits, such as bereavement leave, may be delayed until the because of the death of a domestic partner, or family contractor's personnel policies can be revised. For more medical leave which can be taken because of a domestic information, see Rules of Procedure of the Substantial Compliance partner having a serious medical condition). Form. • Answer"YES"if you offer any such benefits. • Answer'NO"if you do not offer any such benefits 12/24/2012 R F P#03-010/11 City of Miami Beach Community Satisfaction Survey Services 34 of 42 NOTE: To comply, you answers to questions 2A and 28 should Family Leave Your company's Family and Medical be the same. In very limited circumstances, you may comply leave Act policy. M companies with 50 or more without offering benefits equally. See Reasonable Measures employees must offer this benefit. Your policy should Application Form. indicate that employees may take leave because of the serious medical condition of their spouse or domestic Question 2C should be filled out ONLY if you have answered partner. "YES" to question 2A and/or 2B. It asks you to indicate which benefits you offer to spouses (or employees because they are Parental Leave Your company's policy indicating that married), which benefits you offer to domestic partners (or employees may take leave for the birth or adoption of a employees because they are in a domestic partnership). and child,to care for a child who is ill,and/or to attend school which benefits you do not offer.Please indicate only those benefits appointments. If leave is avaikible for step-children (the offered.If you offer benefits not already listed,write them in where spouse's child) then leave also should be available for the it says °other', Remember, offering access to a benefit is stilt child of a domestic partner. considered a benefit,even if your company does not pay for it. Employee Assistance Program Your company's Note: If you can't offer all benefit in a nondiscriminatory manner employee assistance program policy confirming that because of reasons outside your control, (e.g. there are no spouses, domestic partners and their parents and children insurance providers willing to offer domestic partner coverage) are equally eligible(or ineligible)for such benefits. you may be eligible for Reasonable Measures compliance. To comply on this basis, you muss agree to pay a cash equivalent, Relocation & Travel Your company's policy confirming submit a completed Reasonable Measures Application Form with that expenses for travel or relocation will be paid on the all necessary attachments and have your application approved by same basis for spouses and domestic partners of the Procurement Division of the city of Miami Beach. employees. Discounts, Facilities & Events Your company's policy Step 3:ATTACH THE NECESSARY DOCUMENTATION confirming that discounts, facilities (e.g, gym) and events (e.g. holiday party) are equally available to spouses and Section 3 states that you must submit documentation that verifies domestic partners of employees. all benefits marked in your answer to Question 2C are offered in a nondiscriminatory manner. When possible, it is best if you submit Credit Union Documentation from the credit union this documentation along with your Declaration form. For policies indicating that spouses and domestic partners have equal that are unwritten, submit a letter to the Procurement Division access to credit union services. indicating this. Use the list below as a guide for the type of documentation needed. Child Care Documentation that the children of spouses (stepchildren)and children of domestic partners have equal Medical Insurance A statement from your medical insurance access to child care services. provider that confirms spouses and domestic partners(as defined under this Ordinance) receive equal coverage in your medical Other Benefits Documentation of any other benefits listed plan. This may be in a letter from your insurance provider, or to indicate that they are offered equally reflected in the eligibility section of your official insurance plan document. Similar documentation is needed for other types of For medical insurance companies providing domestic insurance plans. partner coverage in the State of Florida, refer to the Domestic Partner Insurance Coverage Search available Retirement Plans(including 401k&pension plans) online at: www.miartsibeachfl•gov under Business, The sections of your pension plan detailing how employees Procurement drop down list. receive benefits. This should cover joint annuity options and pre retirement death benefits. Documentation should indicate that For any questions on the City of Miami Beach Equal employees with domestic partners and employees with spouses Benefits Ordinance or how to complete the applicable receive the same benefits and payment options. forms,please contact: Bereavement Leave Your bereavement leave of funeral leave Cristina Diaz,Contracts Compliance Specialist policy indicating the benefit is offered equally. If your policy PROCUREMENT DIVISION 1700 Convention Center Drive,Miami Peach,FL 33139 allows employees time off from work because of the death of a Tel:305,673-7496/Fax:786-394.4000/ spouse, it should also allow for time off because of the death of a cristinadiaz@miornibeachflgoe domestic partner. If the policy allows for time off due to the death of a parent in-law or other relative of a spouse,it must include time We are committed to providing excellent public service and safety off for the death of a domestic partner's equivalent relative. to oil who ve,work and play in our vibrant,tropical,historic community. 12/24/2012 R FP#03-010/11 City of Miami Beach Community Satisfaction Survey Services 35 of 42 CA MA/v\iBEACH CITY OF MIAMI BEACH DECLARATION: NONDISCRIMINATION IN CONTRACTS AND BENEFITS • Section 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) Are any of your employees covered by a collective bargaining agreement or union trust fund? Yes No Union name(s): Section 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 fact or perception of a person's membership 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 will not discriminate. Please answer yes or no to each category. ❑ Race Yes No ❑ Sex Yes No ❑ Color _Yes_No ❑ Sexual orientation _Yes_No ❑ Creed _Yes_No ❑ Gender identity(transgender status) _Yes_No ❑ Religion _Yes_No ❑ Domestic 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 El Weight _Yes_No B. Does your company agree to insert a similar nondiscrimination provision in any subcontract you enter into for the performance of a substantial portion of the contract you have with the City? Please note: you must answer this question, even if you do not intend to enter into any subcontracts. Yes No 12/24/2012 R F P#03-010/11 City of Miami Beach Community Satisfaction Survey Services 36 of 42 Question 2. Nondiscrimination-Equal Benefits for Employees with Spouses and Employees with Domestic Partners Questions 2A and 2B should be answered YES even if your employees must pay some or all of the cost of spousal or domestic partner benefits. A. Will your company provide or offer access to any benefits to employees with spouses and/or to spouses of employees that may be assigned to work on the City of Miami Beach contract? Yes No B. Will your company provide or offer access to any benefits to employees with (same or opposite sex)domestic partners*or to domestic partners of employees that may be assigned to work on the City of Miami Beach contract? Yes No *The term Domestic Partner shall mean any two (2) adults of the same or different sex,who have registered as domestic partners with a government 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 equal benefits to employees with domestic partner who do not register their partnerships pursuant to a governmental body authorizing such registration, or who are located in a jurisdiction where no such governmental domestic partnership exists. A Contractor that institutes such registry shall not impose criteria for registration that are more stringent than those required for domestic partnership registration by the City of Miami Beach If you answered"NO"to both Questions 2A and 2B, go to Section 4(at the bottom of this page), complete and sign the form,filling in all items requested. If you answered"YES"to either or both Questions 2A and 2B, 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 not 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 directly to the spouse or domestic partner, such as medical insurance. BENEFIT Yes for Yes for Employees No,this Benefit Documentation of this Employees with with Domestic is Not Offered Benefit is Submitted Spouses Partners with this Form Health ❑ ❑ ❑ ❑ Dental ❑ ❑ ❑ ❑ Vision ❑ ❑ ❑ ❑ Retirement(Pension, ❑ ❑ ❑ ❑ 401(k), etc.) Bereavement ❑ ❑ ❑ ❑ Family Leave ❑ ❑ ❑ ❑ Parental Leave ❑ ❑ ❑ ❑ Employee Assistance ❑ ❑ ❑ ❑ Program Relocation&Travel ❑ ❑ ❑ ❑ Company Discount, ❑ ❑ ❑ ❑ Facilities&Events Credit Union ❑ ❑ ❑ ❑ Child Care ❑ ❑ ❑ ❑ Other ❑ ❑ ❑ ❑ 12/24/2012 RFP No.022-2013ME City of Miami Beach Call Center Services 53 of 53 Note: If you can not offer a benefit in a nondiscriminatory manner because of reasons outside your control, (e.g., there are no insurance providers in your area willing to offer domestic partner coverage) you may be eligible for Reasonable Measures compliance.To comply on this basis, you must agree to pay a cash equivalent, submit a completed Reasonable Measures Application with all necessary attachments, and have your application approved by the City Manager, or his designee. Section 3. Required Documentation YOU MUST SUBMIT SUPPORTING DOCUMENTATION to verify each benefit marked in Question 2C. Without proper documentation, your company cannot be certified as complying with the City's Equal Benefits Requirement for Domestic Partner Ordinance. For example, to document medical 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 4. Executing the Document 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 entity contractually. Executed this day of , in the year , at , City State Signature Mailing Address Name of Signatory(please print) City, State,Zip Code Title 12/24/2012 RFP No.022-2013ME City of Miami Beach Call Center Services 53 of 53 M A M BEACH 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 Signature City, State, Zip Name of Signatory (please print) Telephone Number Title Date 12/24/2012 RFP No.022-2013ME City of Miami Beach Call Center Services 53 of 53 /\J\E AM. CITY OF MIAMI BEACH SUBSTANTIAL COMPLIANCE AUTHORIZATION FORM Declaration: Nondiscrimination in Contracts and Benefits This form, and supporting documentation, must 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 benefits 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: B. Administrative Actions and Request for Extension Ending discrimination in benefits may be delayed to allow administrative steps to be 12/24/2012 RFP No.022-2013ME City of Miami Beach Call Center Services 53 of 53 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 Bargaining Agreements (CBA) 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 discrimination 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. 12/24/2012 RFP No.022-2013ME City of Miami Beach Call Center Services 53 of 53 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 for whom 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 City, State, Zip Name of Signatory (please print) Telephone Number Title Date 12/24/2012 RFP No.022-2013ME City of Miami Beach Call Center Services 53 of 53 ACKNOWLEDGMENT LETTER Proposers shall incorporate in their Proposal the following letter and Disclosure and Disclaimer attachment on the Proposer's letterhead stationary: RE: RFP NO. 022-2013ME FOR CALL CENTER SERVICES Dear Sir or Madame: I have read the City of Miami Beach's RFP NO. 022-2013ME For Call Center Services. On behalf of our Proposal team, we agree to and accept the terms, specific limitations, and conditions expressed therein. In addition, we have read, rely upon, acknowledge, and accept the City's Disclosure and Disclaimer which is attached hereto and is fully incorporated into this letter. Sincerely, [NAME AND TITLE] [ORGANIZATION] [PROPOSER'S NAME] 12/24/2012 RFP No.022-2013ME City of Miami Beach Call Center Services 53 of 53 DISCLOSURE AND DISCLAIMER This Request for Proposals ("RFP") is being furnished to the recipient by the City of Miami Beach (the "City") for the recipient's convenience. Any action taken by the City in response to Proposals made pursuant to this RFP, or in making any award, or in failing or refusing to make any award pursuant to such Proposals, or in cancelling awards, or in withdrawing or cancelling this RFP, either before or after issuance of an award, shall be without any liability or obligation on the part of the City. In its sole discretion, the City may withdraw the RFP either before or after receiving proposals, may accept or reject proposals, and may accept proposals which deviate from the RFP, as it deems appropriate and in its best interest. In its sole discretion, the City may determine the qualifications and acceptability of any party or parties submitting Proposals in response to this RFP. Following submission of a Proposal, the applicant agrees to deliver such further details, information and assurances, including financial and disclosure data, relating to the Proposal and the applicant including, without limitation, the applicant's affiliates, officers, directors, shareholders, partners and employees, as requested by the City in its discretion. The information contained herein is provided solely for the convenience of prospective Proposers. It is the responsibility of the recipient to assure itself that information contained herein is accurate and complete. The City does not provide any assurances as to the accuracy of any information in this RFP. Any reliance on these contents, or on any permitted communications with City officials, shall be at the recipient's own risk. Proposers should rely exclusively on their own investigations, interpretations, and analyses. The RFP is being provided by the City without any warranty or representation, express or implied, as to its content, its accuracy, or its completeness. No warranty or representation is made by the City or its agents that any Proposal conforming to these requirements will be selected for consideration, negotiation, or approval. The City shall have no obligation or liability with respect to this RFP, the selection and the award process, or whether any award will be made. Any recipient of this RFP who responds hereto fully acknowledges all the provisions of this Disclosure and Disclaimer, is totally relying on this Disclosure and Disclaimer, and agrees to be bound by the terms hereof. Any Proposals submitted to the City pursuant to this RFP are submitted at the sole risk and responsibility of the party submitting such Proposal. This RFP is made subject to correction of errors, omissions, or withdrawal from the market without notice. Information is for guidance only, and does not constitute all or any part of an agreement. The City and all Proposers will be bound only as, if and when a Proposal (or Proposals), as same may be modified, and the applicable definitive agreements pertaining thereto, are approved and executed by the parties, and then only pursuant to the terms of the definitive agreements executed among the parties. Any response to this RFP may be accepted or rejected by the City for any reason, or for no reason, without any resultant liability to the City. The City is governed by the Government-in-the-Sunshine Law, and all Proposals and supporting documents shall be subject to disclosure as required by such law. All Proposals shall be submitted in sealed bid form and shall remain confidential to the extent permitted by Florida Statutes, until the date and time selected for opening the responses. At that time, all documents received by the City shall become public records. 12/24/2012 RFP No.022-2013ME City of Miami Beach Call Center Services 53 of 53 Proposers are expected to make all disclosures and declarations as requested in this RFP. By submission of a.Proposal, the Proposer acknowledges and agrees that the City has the right to make any inquiry or investigation it deems appropriate to substantiate or supplement information contained in the Proposal, and authorizes the release to the City of any and all information sought in such inquiry or investigation. Each Proposer certifies that the information contained in the Proposal is true, accurate and complete, to the best of its knowledge, information, and belief. Notwithstanding the foregoing or anything contained in the RFP, all Proposers agree that in the event of a final unappealable judgment by a court of competent jurisdiction which imposes on the City any liability arising out of this RFP, or any response thereto, or any action or inaction by the City with respect thereto, such liability shall be limited to $10,000.00 as agreed-upon and liquidated damages. The previous sentence, however, shall not be construed to circumvent any of the other provisions of this Disclosure and Disclaimer which imposes no liability on the City. In the event of any differences in language between this Disclosure and Disclaimer and the balance of the RFP, it is understood that the provisions of this Disclosure and Disclaimer shall always govern. The RFP and any disputes arising from the RFP shall be governed by and construed in accordance with the laws of the State of Florida. ACCEPTED: [NAME AND TITLE] [ORGANIZATION] [PROPOSER'S NAME] 12/24/2012 RFP No.022-2013ME City of Miami Beach Call Center Services 53 of 53 .1S4 iV\ AMBEACH LIVING WAGE CERTIFICATION Pursuant to Section 2-408(e) of the Miami Beach City Code, entitled Certification required before payment. "Any and all contracts for covered services1 may be voidable, and no funds may be released, unless prior to entering any agreement with the city for a covered services contract, the service contractor2 certifies to the city that it will pay each of its covered employees no less than the living wage described in section 2-408(a). A copy of this certificate must be made available to the public upon request. The certificate, at a minimum, must include the following: 1. The name, address, and phone number of the covered employer, a local contact person, and the specific project for which the covered services contract is sought; Project: Name of Contractor: Contact person: Address: Phone number: 2. The amount of the covered services contract, a brief description of the project or service provided and the city department the contract will serve; Amount of contract: $ City Department(s): Description of service or project: 3. A statement of the wage levels for all employees; 1 "Covered services"Contracts involving the city's expenditure of over$100,000 per year and which include the following types of services: Food Preparation and/or Distribution; Security Services; Routine Maintenance Services such as Custodial, Cleaning, Refuse Removal, Repair, Refinishing and Recycling; Clerical or Other Non-Supervisory Office Work (whether temporary or permanent); Transportation and Parking Services; Printing and Reproduction Services; Landscaping, Lawn, and/or Agricultural Services; and Park and Public Property Maintenance. 2 "Service contractor" is any individual, corporation (whether for profit or not for profit), partnership, limited liability company,joint venture, or other business entity who is conducting business in Miami Beach, and who is either: (1) paid in whole or part from one or more of the City's general fund, capital project funds, special revenue funds, or any other funds,whether by competitive bid process, informal bids, requests for proposals, some form of solicitation, negotiation, or agreement, or any other decision to enter into a contract; or (2) engaged in the business of, or part of, a contract to provide, or a subcontract to provide, services, for the benefit of the city. However, this does not apply to contracts related primarily to the sale of products or goods. 12/24/2012 RFP No.022-2013ME City of Miami Beach Call Center Services 53 of 53 4. A commitment to pay all covered employees the living wage, as defined by section 2-408(a) and including, without limitation, any annual indexes thereto (as provided in section 2- 408(d). Effective October 1, 2010, service contractors shall be required to pay all its employees who provide services for covered service contracts, the hourly living wage rates listed below: • Commencing with City fiscal year 2011-12 (October 1, 2011), the hourly living wage rate will be $10.72/hr with health benefits of at least $1.45/hr, and $12.17/hr without benefits; and • Commencing with City fiscal year 2012-13 (October 1, 2012), the hourly living rate will be $11.28/hr with health benefits of at least $1.64/hr, and $12.92/hr without benefits. The living wage rate and health care benefits rate may, by Resolution of the City Commission be indexed annually for inflation using the Consumer Price Index for all Urban Consumers (CPI-U) Miami/Ft. Lauderdale, issued by the U.S. Department of Labor's Bureau of Labor Statistics. Notwithstanding the preceding, no annual index shall exceed three percent (3%). The City may also, by resolution, elect not to index the living wage rate in any particular year, if it determines it would not be fiscally sound to implement same (in a particular year). I further understand and agree and acknowledge that failure to comply with the Living Wage Ordinance requirements shall constitute a material breach of the contract by which the City may immediately terminate same. 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 entity contractually. Executed this day of , in the year , at , City State Signature Mailing Address Name of Signatory (please print) City, State, Zip Code Title For more information on the Living Wage or a copy of the Ordinance, refer to the City of Miami Beach website: http://web.miamibeachfl.gov/procurement City of Miami Beach I PROCUREMENT DIVISION 1700 Convention Center Drive I third floor I Miami Beach, FL I 33139 T: 305.673.7490 I F: 786.394.4000 procurement @miamibeachfl.gov 12/24/2012 RFP No.022-2013ME City of Miami Beach Call Center Services 53 of 53 M A\AA 1 E AC H LIVING WAGE INFORMATION GUIDE UNDERSTANDING THE LAW NOTE: 'Amendment to Section 2-408(c) entitled 'Annual The living Wage Ordinance, § 2-407 thru 2-410 of the Miami open Enrollment/Election of Benefits and definition of " Beach City Code (the Ordinance), was adopted by the Mayor Health Benefits"adopted June 19 2010. and Commission on April 18, 2001, and became effective on ■ Post the living Wage rates in a prominent place, or April 28, 2001, with the intent to provide salary rates for full on employees' paychecks every six (6) months, in time employees equivalent to the poverty level plus 10%, and English, Creole and Spanish therefore, eliminate sub poverty level wages. • Permit interview of employees without interference On June 9, 2010, the Mayor and Commission amended the • No retaliation or discrimination against an employee Ordinance. The amendment included an adjustment to the who files a complaint or otherwise asserts his/her original hourly rates paid to employees under the original rights under the Ordinance, is permitted Ordinance. Commencing on October I, 2010, this adjustment What are the employer's responsibilities to the City? will increase the hourly rate that employers are required to pay • tvlaintain payroll records for three(3)years. employees covered under the Ordinance. The increase will be File complete payroll records with the Procurement •phased in over a three(3)year period_ Contracts Compliance Specialist every six (6) months What is the Living Wage Requirement? and allow inspection upon request. Effective October 1, 2010, all employers covered by the Living • Submit proof of provision of health benefits to qualify Wage Ordinance are required to pay employees performing io pay the lower Living Wage rate. Covered Services, no less than $10.16 per hour with health • Submit list of all subcontractors and corresponding benefits, or $1 1.41 per hour without health benefits (please see payroll records for employees working on the Ordinance No. 2010-3682 for hourly wage rate increases over contract. a three(3)year phase-in). • If employer offers health benefits, the plan must be a Living Wage requirements apply to: 'health benefit plan";as defined under Florida law. Living employees, contractors and subcontractors • Ensure subcontractors'compliance with Ordinance. City bcontractors of City service Maintain an 'open enrollment periods at least once a contracts involving the City's expenditure of over .$100,00 per year, during which employees can elect and advise year providing the followin g types of Covered Services: the employees whether they wish to be covered under • Food Preparation and/or Distribution the employees' health plan. • Security Services • Pay employees who elect, during the annual open • Routine Maintenance Services such as custodial, cleaning, enrollment. period, not to be covered under the refuse removal, repair, refinishing, and recycling employer's health benefits plan, the higher hourly • Clerical or other non-supervisory office work, whether Living Wage (by the next pay period following the temporary or permanent employee's election). • Transportation and Parking Services • Printing and Reproduction Services EMPLOYEE RIGHTS AND ENFORCEMENT • Landscaping, Lawn and/or Agricultural Services • Park and Public Property Maintenance What are the employee's rights? EMPLOYER RESPONSIBILITIES • A covered employee, or former covered employee who believes that the Ordinance applies, and whose What are the employer's responsibilities to the employees employer is not complying with the Ordinance, has a • Pay the employee at least biweekly the applicable hourly right to file a complaint with the City's Procurement Living Wage rate. Director within one (l) year after the violation • Offer the employee the option to elect health benefits occurred. coverage during the employer's annual enrollment period.* Instead of filing a complaint with the City, but not in • Pay the employee at least $1.25 per hour towards a health addition io, a covered employee may file an action in benefits plan* (as defined under Florida law) for covered civil court. employees and their dependents. • Pay wage rates in accordance with federal and all other applicable laws such as overtime. 12/24/2012 RFP No.022-2013ME City of Miami Beach Call Center Services 53 of 53 What are the City's complaint procedures and sanctions? "Health Benefits° shall, at a minimum, mean health • The City will investigate the complaint within thirty (30) days insurance coverage which consists of wellness and and require corrective action from the employer when preventive care, including maternity, and that meets the applicable. requirements of a "standard health benefits plan" as • If an employer fails to comply with any notice of corrective defined in Subsection 627.6699 (12){b)f4), Florida action issued, the City Manager or City Manager's Statutes*, as may be amended from time to time. designee may issue an order to appear at an administrative hearing before one of the City's special masters at a set *Florida Statutes: The standard health benefit plan shall time. include: a. Coverage for inpatient hospitalization; Retaliation and Discrimination Barred: b. Coverage for outpatient services; A covered employer shall not discharge, reduce compensation c. Coverage for newborn children pursuant to s_ of, or otherwise discriminate or take adverse action against any 627.6575; covered employee for making a complaint to the City, under the d. Coverage for child care supervision services pursuant Ordinance. Allegations of retaliation or discrimination, if found to s. 627.6579; true, shall result in an order of restitution (please see Ordinance e. Coverage for adopted children upon placement in the No. 2010-3682, Section 2-410(g)for more information). residence pursuant to s. 627.6578; Employer to Cooperate: f. Coverage for mammograms pursuant to s. 627.6613; An employer shall permit the City to observe work being g. Coverage for handicapped children pursuant to s. performed at, in, or on the project site. Furthermore, the City may 627.6615; conduct interviews with the covered employees performing work h. Emergency or urgent care out of the geographic at, in, or on the project site to determine compliance. service area; and i. Coverage for services provided by a hospice licensed Violations of the Living Wage Ordinance under s.. 400.602 in cases where such coverage would • Failure to post wages on site be the most appropriate and the most cost-effective • Underpayment of covered employees method for treating a covered illness. • False or inaccurate payrolls • Failure to submit payrolls For more information on the Living Wage or a copy of • Retaliation against employees the Ordinance, refer to the City of Miami Beach • Not allowing access to employees or payroll records website: http://web.miamibeachfl.gov/procurement Penalties and Sanctions: • Stop Payment(for any amount deemed to employee) For any questions on the City of Miami Beach Living • Contract termination Wage Ordinance or how to complete the Living Wage • Damages payable to the for each week per covered Certification form, please contact: employee(s) found to have not been paid in accordance Cristina Delvat,Contracts Compliance Specialist with the Ordinance PROCUREMENT DIVISION • Ineligibility for future service contracts for three (3) years or 1700 Convention Center Drive,Miami Beach,FL 33139 until all restitution has been paid in full to the covered Tel:305473-7496/Fax:786 3944000/ employee and all penalties (if any) paid to the City cristinadelvat@miamibeachfl.gav, whichever is longer. We are committed to proed ig excel rt spa ti_sen,+ce cad.: tt;r tp all who • Pay the City's reasonable costs (for investigating and live,work,and pScry in ow vkvav,'opted,h talc Cro;lrr-eimiiy. defending the complaint and remedying the violation). NOTE: Further complaint procedures and sanctions apply,: please refer to Ordinance No. 2010-3682 for a complete description. GLOSSARY OF TERMS "Covered Employee' relates to anyone employed by the City or any Service Contractor, as further defined in this Division, either full or part time, as an employee with or without benefits. 'Covered'Employer" relates to the City and any and all Service Contractors, whether contracting directly or indirectly with the City, and subcontractors of a Service Contractor. 12/24/2012 RFP No.022-2013ME City of Miami Beach Call Center Services 53 of 53 MIAMIBEACH City of Miami Beach, 1700 Convention Center Drive, Miami Beach, Florida 33139,www.miamibeachfl.gov PROCUREMENT DIVISION Tel: 305.673.7490 , 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. 022-2013ME For Call Center Services. 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 3:00 p.m. on January 25, 2013 via fax: 786.394.4002; or e-mail mestevezCa�miamibeachfl.gov Thank you for your time and effort. Alex Denis Procurement Director 12/24/2012 RFP No.022-2013ME City of Miami Beach Call Center Services 53 of 53 �--. MIAMIBEACH City of Miami Beach, 1700 Convention Center Drive,Miami Beach, Florida 33139,www.miamibeachfl.gov PROCUREMENT DIVISION Tel: 305.673.7490 , Fax: 786.394.4002 PERFORMANCE EVALUATION SURVEY RFP No. 022-2013ME Company Name: Point of Contact: Phone and e-mail: Please evaluate the performance of the company (10 means you are very satisfied and have no questions about hiring them again, 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 Ability to manage the project and budget costs (1-10) 2 Ability to maintain the schedule(complete on-time or early) (1-10) 3 Quality of work (1-10) 4 Does the system perform as proposed? (1-10) 5 How satisfactory was the data conversion process? (1-10) 6 How the system interfaces to your other applications? (1-10) 7 Was the staff competent and accessible at all times? (1-10) 8 Was the vendor responsive to your demands and suggestions? (1-10) 9 Are the"maintenance"or call-in support personnel responsive? (1-10) 10 Overall customer satisfaction and hiring again based on (1-10) performance Do System updates implemented by the proposer demonstrate a (1-10) 11 commitment to innovation and customer demands by applying the latest technology? Overall Comments: Agency or Contact Reference Business Name: Contact Name: Contact Phone and e-mail: Date of Services: Dollar Amount for Services: Thank you for your time and effort. Please return this form to Maria Estevez BY 3:00 P.M. ON JANUARY 25,2013 via fax at 786-394-4002 or via e-mail at mestevezmiamibeachfl.qov. 12/24/2012 RFP No.022-2013ME City of Miami Beach Call Center Services 53 of 53 A" MIAMIBEACH City of Miami Beach, 1700 Convention Center Drive,Miami Beach, Florida 33139,www.mlamibeachfl.gov PROCUREMENT DIVISION Tel: 305-673-7490 Fax: 786-394-4002 January 30, 2013 RE: ADDENDUM NO. 2 TO REQUEST FOR PROPOSALS (RFP) NO. 022-2013 FOR CALL CENTER SERVICES In response to questions and requests for additional information received by prospective Proposers and the Administration's additional review of the requirements set forth in the RFP, the RFP is hereby amended as follow: I. Proposers are reminded that the deadline for Proposals and Performance Evaluation Surveys is February 4, 2013 at 3:00 p.m. II. Proposers are advised that The Living Wage Requirements apply to any City contract • involving the City's expenditures of over $100,000 per year. Further information on the Living Wage requirement is available at www.miamibeachfl.gov/procurement/. Accordingly, providing that the yearly expenditures pursuant to this RFP do not exceed $100,000, the Living Wage Requirements will not apply. However, if at any time during the term of the contract entered into with the successful proposer, additional services are added to the scope of services and/or the yearly expenditures exceed $100,000, the Living Wage Requirements will apply and will be enforced and monitored by the • City, at that time. Questions and Answers Q#1: A mayor issue is that we cannot meet your employee payment requirements for Miami cost of living. A#2: Please refer to Section II of this Addendum regarding the Living Wage Requirements. Q#2: Another issue is that the budget for the call volume, we believe that your budget would not allow any call center to be profitable with a margin of error of about 25%. A#2: At this time, budget and scope requirements will not be amended. Proposers shall submit their proposal accordingly. Proposers are reminded to please acknowledge receipt of this addendum as part of your RFP submission. Potential proposers that have elected not to submit a response to the RFP are requested to complete and return the "Notice to Prospective Bidders" questionnaire with the reason(s) for not submitting a proposal. CITY O. MIAMI BEACH rid=' •curement Division Director RFP No.022-2013 Call Center Addendum#2 1/30/2013 1 /V\IAMIBEACH City of Miami Beach, 1700 Convention Center Drive,Miami Beach, Florida 33139,www.miamibeachfl.gov PROCUREMENT DIVISION Tel: 305-673-7490 Fax: 786-394-4002 January 23, 2013 RE: ADDENDUM NO. 1 TO REQUEST FOR PROPOSALS (RFP) NO. 022-2013 FOR • CALL CENTER SERVICES In response to questions and requests for additional information received by prospective Proposers and the Administration's additional review of the requirements set forth in the RFP, the RFP is hereby amended as follow: I. The deadline for Proposals and Performance Evaluation Surveys has been changed from January 25, 2013 to February 4, 2013. II. The Commission adopted Ordinance No. 2013-3787 on January 16, 2013, which amends Chapter 2 of the Miami Beach Code entitled "Administration", By amending Article VI, entitled "Procurement", by amending Division 5, entitled "Debarment Of Contractors From City Work", by amending Section 2-397 entitled "Definitions". The aforementioned Ordinance will enter into effect ten (10) days after its adoption and is hereby added by reference to this RFP. Revised Ordinance attached. III. Any and all reference made to 2012 in this RFP has been changed to read 2013. IV. The sign-in sheet from the RFP Meeting held on January 9, 2013 has been included as part of this Addendum. V. The MS Word format of the documents required to be submitted with your proposals are available. Please send an e-mail to mestevezAmiamibeachfl.gov. Questions and Answers: Q#1: What would be the call center's hours of operation? A#1: 8 am to 5 pm. The City reserves the right to alter, through negotiations, hours of operations with the awarded proposer. Q#2: What timeframe does the $75,000 budget allow for? Monthly, annual or other? A#2: Annual. Q#3: Is the $75,000 agent time only? A#3: All inclusive. RFP No.022-2013 Call Center Addendum#1 1/23/2013 1 Q#4: What types of calls does the Parking department receive? A#4 We receive any and all kinds of parking questions, informational or complaint driven 24/7. Calls can be about residential permits; where are your facilities? We would like to rent meters? I got a citation how do I get it dismissed? My car got broken into and I am parking in one of your garages? I was towed —where is my car? The elevator in the garage stinks? Etc. etc. Q#5: Will agents be expected to process payments either check-by-phone or credit card? A#5 Credit card payments. Q#6: Could you please clarify what types of Emergency calls the winning bidder would be required to answer? A#6: Pre and Post hurricane types of calls. Reports of trees down, debris, traffic lights out, water stoppage, etc. Q#7: Would 911 or other fire and police-related calls be included? A#7: No. However, proposers should describe how they will handle calls received that should have been a 911 call. Q#8: Will you provide an emergency call escalation procedure? • A#8: Yes. Q#9: What sort of training will you provide? Or will training materials be developed jointly by the vendor and the City of Miami Beach? A#9: Training materials will be developed, in consultation with the awarded proposer. Q#10: Historically, what percentage of your callers required Haitian Creole speakers? A#10: Unknown. Q#11: Do you want all call recordings archived for 18 months or just the scripting • data? A#11: Archived for 18 months. RFP No.022-2013 Call Center Addendum#1 1/23/2013 Q#12: Which American with Disabilities (ADA) requirements must the vendor meet? A#12: All applicable requirement. Q#13: What does the City have in mind for the "knowledge base" system? Anything in particular? Or are they seeking the vendor's guidance on that? A#13: We currently use WebQA (Citizen Support Center) as our service request knowledge base system. http://web.miamibeachfl.gov/residents portal/csc.aspx Q#14: Are Pre and Post EOC events included in this RFP? A#14 Proposers should answer questions and pass on information before emergencies, such as where to find shelters, when we will be moving people with special needs, is there a mandatory evacuation etc. Necessary information to be disseminated will be provided by the City. Q#15: How much funding is allocated for the EOC services since the $75,000 is for Finance and Parking services? A#15: The EOC funding has not been determined at this moment. Proposers are reminded to please acknowledge receipt of this addendum as part of your RFP submission. Potential proposers that have elected not to submit a response to the RFP are requested to complete and return the "Notice to Prospective Bidders" questionnaire with the reason(s) for not submitting a proposal. CITY OF MIAMI BEACH • S' •�Jf I r�rsr.." LIM r en' rocurement Division Director ti RFP No.022-2013 Call Center Addendum#1 1/23/2013 MAMIBEACH CITY OF MIAMI BEACH PRE-POPOSAL MEETING SIGN-IN SHEET DATE: January 9,2013 RFP No,: RFP-022-2013 TITLE: . FOR CALL CENTER SERVICES NAME(PLEASE PRINT) COMPANY NAME-E-MAIL ADDRESS PHONE# FAX# Maria Estevez Procurement-CMB 305-673-7234 786-394-4002 mestevezzmialnibeachfl.gov Kent Jurney ABM at your service 305-807-0101 Kent.Jurney@abm.com Laniya Sanchez Now Orleans Teleport d/b/a Call Plus 337-704-0550 lsan chez @callplus.net / Gladys Lozada NACR 305-505-7282 glozada a,NACR.com Kimberly Michell AnswerNEt 267-942-6000 Kimberlymitchell@answemet.com kve A CCU clavicA. Mcc.C1.11a04n .a,C,9.00,1-, .I Q 6 LOCI . ovenIQ A nswer 1\1 0-- 6a2 (1.1(71 RFP-022-2013 RFP No.022-2013 Call Center Addendum#1 1/23/2013 M CITY OF MIAMI BEACH PRE-PROPOSAL MEETING SIGN-IN SHEET NAME(PLEASE PRINT) • COMPANY NAME-E-MAIL ADDRESS PHONE# FAX# Cv 2 VG��)% LS\1 v# i e(3 c -6)-1-3-- 30 69'3. ev\e-n G@rI)Ca LSD offers.coa"t o, 2cv Mav,v)■) Moircri CM6-- 63-0y 316-399- (4 .36 &-4". /471,1 Ace olif al) ilieb-m P17 ,es/c w D�� :s .�i r�r i3 J/) T\ ,01°S0 JI 41a16,43 Sro 1/44- ) (t 3..7c0 0 3a. �')3-"Pr Y3 A e.,<(% RFP No.022-2013 Call Center Addendum#1 1/23/2013 Inktel GOVERNMENT BFO SERVICES RFP RESPONSE RFP NO. 022-2013 ME MIAMI [LEACH Inktel Miami Beach: RFP Res _once... .. . GOVERNMENT BPO SERVICES F.` '71 rte: l_ , ''.:-.7!.. n-,..'-;--..--'-'.: � 5 m t,c �' '^ f•`S i +I � L I �. - . :-- ` f _ II 1,:t4"4„..,,, 4 4 - 4 , � T j,t.4i1 ,, !., F• ` �'..� _ �,. ter �� -4�� i ,Jx ��� 11 t i r l! f i •:::;r t5-� t�xs s I CON1EWFS��� {_��'1�t�t kY v1 I1 t k z ti4} s} !s" j� lr g?' ( . --::,..1[::::::, Fij°`'�? h.. {a;f .. 1-ii:**:,,,i,::',...,-,':'1"... fi:.; tl X�� •��!)� -. l E I 1j r Cat t' �s�, It ,, '''';'',1,..14'r ft''''''''Sr. C f { In _ S l C-_ , ...-:-,--„,.... - . _. i t. t h ''',1,,•;,7.,.i.;,:f C„�? P �� Rll; �L (/r jl. fi r xF1 n .‘.11, t.. t z I x t lr trK- d4 x t 4/ } 1 1 15 S f i I .f S Y 4 1 i F{ l ? S.-'0,:-.-i'..:. 'I.--;.1 'rij SECTION 1: INTRODUCTION LETTER 2 SECTION 2: REFERENCES 3 SECTION 3: RFP QUESTIONNAIRE 4 SECTION 4: PROPOSER INFORMATION 8 SECTION 5: PROPOSER QUALIFICATIONS 9 SECTION 6: MANAGEMENT TEAM AND KEY PERSONNEL 26 SECTION 7: ORGANIZATIONAL CHART 27 SECTION 8: PROJECT METHODOLOGY 28 SECTION 9: PRICING 32 SECTION 10: ADDENDUM ACKNOWLEDGEMENT 33 SECTION 11: ACKNOWLEDGMENT LETTER 34 SECTION 12: DECLARATIONS 35 SECTION 13: INSURANCE CHECKLIST 36 SECTION 14: LIVING WAGE CERTIFICATION 37 SECTION 15: DISCLOSURE & DISCLAIMERS 39 SECTION 16: CERTIFICATE OF CONVERSION 42 1 CONTENTS 1:888 4.INKTEL mktel com t!':' :.',' , r1� ::.: 1 .. 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G '.f-,R. ,y k 1.; 5 "A .t 1 .I" l I l > -v3• ,1 ;y.a'T '::�. ...r - ,1 -+- ;r- fi' +.r•,t” 'jl I.,.'hE F. fi-. r..,. ..-r�'tr.i': 4 �N`-4T. '� �•: :4C- r: .lc.r4.I i Lr{? '.U�� '?-- . �9 ,,.:.i '•� c_..>i •.r yM1; J t -zi-,r tf r .�.:ii T �} r _Y rf�'t -�a �'�.._. .�� `.�1': t. 't-"°t"?lit. , . _ fit, qq7 � ._ y !!c�fi rrll ff�rrRr�L $3 K�1>'�h'ta F' iS J,, 1A� } F �'r r • °... ✓ , La�e2i�::.I�� - 4u'nr P+a rt.. • `Y 11 r + it } �. c7i y . - �E$r ��� '�tb r.-C.�-.t r 1'v k' i O MZ�.. i A,��r^,y, !'r.r• $i ce�' \r �, •c_7 : 99 —E;4 Fa .fV4,e"l&i 1 Crr�v r':4ta 1R 1 r l/,r-S"► ' F.:J L. . r t• Q.r:� r L _ .. i:.:- -�Ylc'-��"�, a w t•r per; -c� r , , • (d>tr1 " ,i} ;re� _ .�Lt.rr,+Il4Vt`,.ti 'Y ti ^yfkl,\ '1_t e► �l� r' •v i��s iRy���y{''■n1I}t.' .M ,r [1.� •.}s I �wi 1( L 4 f i .. _. y .•,.s X^4` e�.��f19 �.'��-0�y[�/ 3� t1r , � ,.J ' 1.t'Y7.r-Fj,w.: • r tifitIlill�4 r� ON 1 It is an honor to present our response to the City of Miami Beach REP. Inktel Contact Center Solutions has been providing call center support services for Miami Beach since 2009 and we look forward to continuing our partnership in the future. Below we have listed some of the highlights of our partnership: • Reduce the Abandon Rate to below 1%and eliminate wait times for callers • Provide consistent, detailed and accurate information to Miami Beach customers • Achieve the highest possible level of 1st call resolution • Reduce the City of Miami Beach Building Department's work load 4 • Deliver proactive solutions that will set the new benchmark in customer satisfaction • Decrease the number of visitors to the Miami Beach Building Department IQ As local citizens who are active in the community,we understand the culture and speak the languages of South Florida.Our state of the art call center and corporate office is located less than 18 miles from the City of Miami Beach Building Department Offices,allowing for on-site training, program reviews and face to face communications with all divisions of the Inktel organization. Inktel is locally involved through the board membership of its executives and the volunteer work of its employees. Our call center team for this program will be 100% bilingual in English and Spanish. Let us bring our flexible and responsive approach,our local knowledge and our expertise in managing calls to service the City of Miami Beach on behalf of our fellow citizens. I would like to thank you for this opportunity to present to you our ideas. If you have any questions related to this proposal, please contact me at(214)621-8791,or by e-mail dave.drayton @inktel.com Sincerely, Dave Drayton SVP of Business Development 2 SECTION 1 k � . • . 1.888:4INKTEL lriktel,com � :: ,c; 1. i. k t . • . . Vf.L tl T ' � y ., , . . • t i �I.T , r .Y . . ,..„2:,,,,,,.::;: ::.::::.,,,,,i,,,:\ ..,.,...i _,_._f_•,::::,..,„•_1 SECTION 2'1,:-- • s c . ��* T 4 0 ,..„,...,,,,, .. .._..::,;•ttii.. . . Rtir UK - .-- \''' 40,14j..4.-- : ‘ ...-. --- . .. „or _ .. ' ,,•gf,.-...,-:.:,..:_,-.,,-,s- . • ' . • CURRENT CLIENT REFERENCES , USA TODAY WALMART Gary Evans Tina Kurtz Director of Circulation & Retention Marketing Director, Customer Experience P: 703.629.8986 Type: Retail Care&Customer Engagement Strategies Services: Care, Retention Publication Services Summary: Inktel has provided Retention,Acquisition and general Care services to USA Today since 2008. In that time, Inktel has PAST CLIENT REFERENCES increased USAT's Retention rate by over 13% resulting in the SYNAPSE GROUP prestigious USA Today Heroes Award. Bill Wade VP, Business Operations WINDSTREAM COMMUNICATIONS P:203.391.0760 Mike Bek Director E: bwade@synapsemail.com Marketing&Segment Management Services:Sales,Customer Support,&Retention P: 501.748.6433 Summary:Since 2006 Inktel has supported the Retention, E: michael.bek@windstream.com Acquisition and general care services for this leading continuity Type: Acquisition, Retention, Cross&Up sell Services firm. Inktel has implemented a "Super Saver"core team who Value:$1MM per annum achieves 24%+retention rates and earns the highest monetary Summary:Windstream is a rapidly expanding telecommunications reward through a priority queue. firm with revenues in excess of$6B. Inktel has been tasked with management of their B2B Account Management channel where Inktel's highly skilled TSR's manage a portfolio of value add services for small and medium businesses. 3 SECTION 2 1;888.4.INKTEL mktel.corr \ \ i Fts-,--zli - 'FAi,i, ,, . , t ( Y � _ � � � I ��- i�;:.1'. t .Y ^� ..c fir•- .. '\1 - - \. •. •P.n)t 4., �i'1,1 ',-,,,-�: :.(•=e; Fc+" `t �r`c 1'L. , .--..-'ir!' }(,33r - ,-.'d y^l . . h;'$,,-. .1,-. , 05::,...,.....42.c "yam. l'. y- , 1C to,'a`�• �. ;`+.mot _ '�_�'•• ._ _ f! ,,"4.1,,, L'} _, Y . ; � ` ''--- + L l `- ` - I � --0,',.., �> t PK Y 2�#1 d e£`"+'.r i , S_t N\ ' - • ,t v ..> T i L,-.,pi fY - . ,COME f l,F ] r Y +tvUsi :i 1 z + " ' Z ) r. i � ti`a 1 ± ': '� s`�tn �r»,I �� S }Vr � ' ty . t '--• �1 . l, -� .. , }� S { ' ,[ ti 1. - U lrli.i ., � l '1 /d : a -- L, v-, . l Iir.i , -%,r' .....Fv rr 1 , + ' 4- —. ,c•jG ',y- � 4-I "i rk,14 r . J ' i . . '"`,j� r lay,•,_ . ,.., .1.11,4 , Jir, Ft S.--,.... N: 4 RFPJQUESTIONNMREp _ l��� �l, I ' Imo' 1' .0 a'. '.lY tti_' , i\ . ty� { 1. Proposer's Name: Inktel Government BPO Services 2. Principal Office Address: 8200 N.W. 33rd Street,Suite 100, Doral, Florida 33122 USA. 3. Official Representative: Dave Drayton 4. Partnership(Circle One) Limited Liability Company 5. If a Corporation, answer this: a. When Incorporated: 2009 b. In what State: Florida 6. If a Foreign Corporation: NIA a. Date of Registration with Florida Secretary of State: b. Name of Resident Agent: c. Address of Resident Agent: 7. President's Name: J. Ricky Arriola 8. Vice.Presidents Name: Dave Drayton 9. Treasurer's Name: Albert Liodra 10.Members of Board of Directors: Inktel Gov't BPO Services LLC is a single member LLC, 100% owned by Inktel Holdings Corp. 11.If a Partnership: N/A the entity is a single member LLC a. Date of organization: 12.General or Limited Partnership*: N/A the entity is a single member LLC a. Name and Address of Each Partner: 4 SECTION 3 1.888:4.INKTEL inktel corn Inktel Miami Beach: RFP Response GOVERNMENT BPO SERVICES NAME ADDRESS *Designate general partners in a Limited Partnership 22. Number of years of relevant experience in operating same or similar business: 15+ 23. Have any agreements held by Proposer for a project ever been canceled? No 24. 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? No 25. Has the Proposer or any of its principals ever been declared bankrupt or reorganized under Chapter 11 or put into receivership?No 26. Person or persons interested in this RFP and Qualification Form have not been convicted by a Federal,State, County, or Municipal Court of any violation of law, other than traffic violations. To include stockholders over ten percent(10%).(Strike out inappropriate words) 27. Explain any convictions: a. Lawsuits (any) pending or completed involving the corporation, partnership or individuals with more than ten percent(10%) interest: None b. List all pending lawsuits: None c. List all judgments from lawsuits in the last five (5)years: None d. List any criminal violations and/or convictions of the Proposer and/or any of its principals: None 28. Conflicts of interest.The following relationships are the only potential,actual, or a. perceived conflicts of interest In connection with this Proposal: None 29. 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 and/or 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. The only Entity or persons involved with this proposal are sole employees of Inktel Government SP® Services 5 SECTION 1.888 4.INKTEL iriktel 6om, Inktel Wham! Beach RFP Response GOVERNMENT BPO SERVICES 30.Are there any pending discussions relative to mergers, acquisitions, partnerships, or assignment of contract? No 31. Is the business entity a Miami Beach-based Vendor? No if Yes, please submit a copy of a Business Tax Receipt issued by the City of Miami Beach, or documentation to demonstrate that the headauarters Is in the City of Miami Beach, or documentation which proves that goods and/or contractual services are being produced or performed, as appropriate, in the City of Miami Beach. 32. Is the business entity owned by a certified service-disabled veteran, and or a small business owned and controlled by veterans,as defined on Section 502 of the Veteran Benefit Health,and Information Technology Act of 2006, and cited in the Database of Veteran-owned Business? No The Proposer understands that information contained in this Questionnaire will be relied upon by the City in evaluating and making an award pursuant to the RFP, and such information is warranted by the Proposer to be true and accurate. In the event that the City, in Its sole discretion, deems necessary, the Proposer agrees to furnish such additional information, relating to the qualifications of the Proposer, as may be required by the City. The Proposer further understands that the information contained in this Questionnaire may be confirmed through a background investigation conducted by the City, conducted either through the Miami Beach Police Department or by a third party retained by the City for such purposes. By submitting this Questionnaire the Proposer hereby agrees to cooperate with this investigation including, but not limited to, fingerprinting and providing information for a credit check. WITNESS: IF INDIVIDUAL: Signature Signature Print Name Print Name WITNESS: IF PARTNERSHIP: Signature Print Name of Successful Proposer Print Name Address 6 SECTION - 1,888 4.INKTEL inktel corn Inktel Miami Beach: R F P Response GOVERNMENT BPO SERVICES By: General Partner Print Name ATTEST: IF CORPORATION: -971) Iv-teR r..ey* Po Secretary Print Name of Corporation cv N u? DO Print Name Address By: President (CORPORATE(CORPORATE SEAL) Print Name 7 SECTION 1:888.4.INKTEL InkteI corn 1., $.. f , i i. . - t-`P' 'mil. - '1 �� Jk + aq , 'M1--*r= , cw,> r s _ - o t s -r 4 y S 1� -, 7. �f .'- ;.7.1.,f.'.yiy J,•Li{'P1: �i'�qc jib r ti YY i rY t -> k _ ��•u,'t1+ Y. ri Yy?. 4 1^k '3 r.?''t � I t ,. �,t'r {.j , .,c.,r _ :-.•.+ � - .+f_ C>,"4 ..1.#' f.. �1tY 't' -:-Y � f ,4. ,� ir' ,,,,,`;. it.°. •,y,='�F - _Fw:s ' ,sy . b` lv,-' -, -,-, 3 1y°�:-42 :Tie', s firr r. + . -,,,,,t,,,,- 1f` / f 8 .. �`�4 ; Ty. •a. , .1= - I, , y. (CC...-,, A+�,' w'. '4 r ��'L ryuyr�{� {�: u I' a� r a ,t ` 113 .• 3.b .�ri;-4: a] .: part �, �3+ fr -.. z "�i s. ;�.•-t'''3r .,� _Yr4 � -¢. �Ja a ••1 X� I� •'c'£e ,:.- � _ Wit,-�- "•� `aK - y. F a .'r s Z .. 3. f+ - _ Y i. 'n c t 9 n'4 l'14--,-4` yt�:; 4f ''`F.ir-. 'c.�r� 5 ar Sul ,,y. r •�! t .y Fk' a. _ `(�I , .. ..•. ± It h 1 /_i.. sug4 "iD s - . .x 1 0-.„,,,, s. t • i�tit Y w �• c}-<., q ; + �•II G�t : Y v ,;',fit,-,.-16 l ,yr . � uf � d• � It i' i . `I �rA� (+y} *...J! 5.4 ..re�et.nv.4 , f -•4iti . ...0.-. ,...-,,,..,...,,.,!, .--/-....z . �1�g l k PROPOSER INFORMATION Submitted by: Dave Drayton Proposer(E , Inktel Government BPO Services Signature: Name (Printed): ave Drayton Address: 8200 N.W.33rd Street City/State: Dora!,FL 33122 Telephone:214.621.8791 Fax: 214-621-8791 E-mail: dave.drayton@laktel.com Federal ID# ." 42-1.0 2.a4 G 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 righ nd shall be created at any time until and unless a ontract has been agr d signe by both parties. I 36 /3 For oposer: (Au horized Signature) (Dat David Drayton (Printed Name) . 8 SECTION 4 k.tel.Com 1.888.4.INKTEL in .. _ 1 _ 4t.; ',..4,-; .'','.`,..2' 1�` }-r-• v ,- ext '• i $L:\ ru. . . �Y 1g1 • . _ . . 2 44 T f: • 5. • PRUP;OSER *QUALIF , , Ahr. PR PO ER ' -i , , -,, , _ 7 Our Company Businesses don't partner, people do. Over the last two decades Inktel has created unique and very successful partnerships that enable our clients to increase market share, increase operational efficiency,and decrease operational cost with a proven and innovative partner. Inktel's "Passion for People"philosophy is who we are.We deliver on this fundamental belief by creating an atmosphere conducive for very high operational performance. Our Difference Inktel is obsessed with maximizing each and every customer interaction.This obsession has led to the creation of Inktel's"Customer First"operating model which utilizes an optimal mix of agent,technology, performance,and analytics solutions to maximize each interaction within the Buy&Own interaction lifecycle below. PURCHASE RECOMMEND -F �n:.2'Y fT 47 Y{7t ar�lr �: 4 4 n, -, `i sag'�a -i i , Air B lJ Y � x OWN SELECT 3 z, 7 .•.. MAI NTAI N ~ °� Support&Serve ��} Market&Sell L. pP -=e fir. F RESEARCH NEED RECEIVE USE 9 SECTION'5 1 888:4,INKTEL Inktel com Inktel • • . Miami Beach: RFP Response GOVERNMENT BPO SERVICES Our Approach Your Brand is really our Brand. Inktel offers a fresh approach to creating solutions that ensure you brand is being enhanced each and every day. Inktel's approach includes ensuring we are creating value for each one of our clients in the following four areas. Partnerships ApproaCh • - Cultural Compatibility ' • Transparency • AccoUntability ' Proactive Management - Investment Approach 'P . Solutions Approach Price=Guarantee E- -- . Personalized Solutions Competitive VA LiomPetitive Advantage Value Based Results shared Risk EATION - Operational Efficiency Value Based/ Operational Flexibility . Return on Investment Operational Cost Saving. Performance Approach - Customer First Right People Right Performance Right Training Right Motivation Right Leader-Ship Right Toolset '• Our Solutions Inktel's Customer Support Solutions concentrate on four distinct solution types: Customer t, Customer Atquigition/ Retention Loyalty Revenue Multi Channel Enhacernent Engagement . _ s Z-fiC-(istortierr./Relationship".Tedlinbliitr,tiq,'.:N4 - 10 SECTION 5 • 1 888,4.1NKTEL inktel.born • ' 2t___ . Inktel Miami Beach: RFP Response GOVERNMENT BPO SERVICES Industry Recognition It's always humbling to be recognized-especially when it's in recognition of our people. It's a great feeling when others identify and recognize that our Passion for People is more than a slogan-it's our way of life.Over the past few years Inktel has earned several workplace-related awards, including: South Florida Budneaf Journal's HEALTHIEST SOUTH FLORIDA'S HEALTHIEST EMPLOYERS (2012) em DIa ers _tiz,Yl Inktel ranked was one of the top 2012 Healthiest Employers in South Florida by the South Florida Business Journal. _Y�^ I,_# gNi rr� BEST AND BRIGHTEST COMPANIES TO WORK FOR (2011 & 2012) bL T MI Inktel was named one of the "Best and Brightest Companies to Work For" in the country.The honor comes on the b)I '1'1' II c;ar.en;ty°�,e_s::_ heels of being named one of the Chicago Tribune's"Top Workplaces in Illinois,�and two years after being named the TO WORK F 0 R "#1 Company to Work For in the State of Florida by Florida Trend Magazine VW OUTS'OUTSIXAMN CONTACT CENTER WORLD'S TOP 20 OUTSOURCER (2010) Inktel received Contact Center World's Top 20 Outsourcer 2010 Award.The Outsourcer Award looks at multiple 7.L.--z.- 1. qualifications such as number of agents, percent growth of sales revenue,and automated call handling across three f,,=r1AWrrz different categories: blended,inbound,and outbound. Inktel placed in the Top 20 across all these categories for 2010. a SOUTH FLORIDA BEST PLACES TO WORK (2010) fRlln Inktel ranked second in the South Florida Business Journal's(SFBJ)"Best Places to Work" in South Florida for 2010. *T;,; I,,Ii.;; hr* This accomplishment comes after placing 1st in the large company category for the highest employee satisfaction for 4 ;r Q;wo°" both 2008 and 2009." FLORIDA'S FLORIDA'S BEST COMPANIES TO WORK FOR (2010) BESTInktel has been named a "Best Company to Work For"in the state of Florida by"Florida Trend" Magazine for the COMPANIES ©at/ ®!.:^ second year in a row;after placing first on the 2009 list in the Large Company category. F_ ,ze -0r;0 ULTIMATE CEO AWARD (2010) U �%� Ricky Arriola, President and CEO of Inktel,was named a 2010 recipient of the Ultimate CEO Award by the South LCEOVilDS ° Florida Business Journal, - 11 SECTION:'5 - 1 888.4 INKTEL inktel:corri Inktel Miami Beach' : RFP Response GOVERNMENT BPO SERVICES Our Clients ■Walmart ) NOAH MNMM iI l _ ■ ® ®®_ RCSr,UIMNr cRO JY 11! —ST'O . Home Style Meals ���� ® BRUEGGER'S MIAMI B EAC i-I -: FRESH m _ . 1Ciyy a ''r 4.1'1 k HVIARINES it iii.. =y0,-,::_ ® THE FEW.THE PROUD. k,.s � Sense®' 5' �' A . windstream % + v� ,µ v STUART ,,.. , � = n GOOD lEAR "� , � ,...r- WEITZMAN n.tlon a.le drive r� A i fig: s o PARK,� FLY / Benjamin ,� Moore° arkmobile Paints a i tti blacl<baud® ,,Ate__ _„....,_ St.Jude Children's 7'elevisa Research Hospital 12 SECTION 5 - 1:888,4,INKTEL inktel corgi I n to Miami Beach: RFP Response GOVERNMENT BPO SERVICES Our Team ALBERT LLODRA , .. ,_ . ::JASON SCHLENKER_-- :QUENTIN MILLER ' �`_�'� FINANCE ° 1 tI,' - Vine President of- Human Resources THE Chief Financial :Business:Developmept= -: Director CUSTOMER Officer HUMAN RESOURCES -- DALE ZIEMER Ai. JUSTIN KNIGHT JASON WILSON_ HUMAN CAPTIAL -- �r J.RICKY ARRIOLA 'i-a — i __ +, ;� ra • r alml td` W. ` • 1t$4 'I;`" INFRASTRUCTURE Director of -- Senior-project 'W,. Director of Talent Quality Assurance Manager. Acquisition&Management . . .._.. - CEO LUIS GONZALEZ INFORMATION ALAN MOHLER MICHELLE ROZA SUMMER DENNIS ''1'`�" ;� t - f ;� hl . tiff., p� BU$IN S D VEI:O�NIENT f 1,.f vie f Site Director,-_:. ;_:Corporate _ _ ::.: Senior Vice President �� `'� - Inktel Miami Lakes- ''-- �= _�-°T(alning'�IanageP CLIENT SERVICES _ . DAVE DRAYTON President& ANDY SCHRIDER`t> :-MARLONWILLIAMS Chief Operating Officer 1 .-<Yx - .•it FFF/ A. ' `, OPERATIONS ;r✓ {' G Senior Vice President of SiteDiirector, :.--Director of Inktel Ft.Lauderdale Informatibp:Systems. Business Development 13 SECTION 5 1.888.4.INKTEL inktel,corn • Inktel m e- P R GOVERNMENT BPO SERVICES 7�v i F ,.r 1 2',,,,"1::.:i•T yit 71 -t,tt }t.J.ii 1l L L . 4.t i 7r _ fFi k'I .; s � _ - -�t�"e•.,.b v,,L �' ( s:. « ./Fj'' : •a 7 t f l t't Tr, _yi,•r } �3_' r�da P c3 I 'Pt / : -- - : . $pf _ ,,;..9,.;',V..'61,11.� �l �' � �+' r� � t r�F�i Tr 1 t�"�c�r�lti� �`ti�.kf�iz v 'r. r T�"�"' S r•.l. •-..-.....:.,.3 _..St € awa , Y� .irf' �i: , !w • I, � 1; aFc'tzt is -..� r a r I a _ r a } T.1.�1 d J } l e J•� rr I t? ,Li. wl 71_... T is ``it V s4 r,' .� PIA t rr k T a� 1-2`.711 �'\ ' � _ *_•' '^cN. .... "• � f LI j1 f t1 F .4� NN{. ,. 1'Y LI iaC "' , -.,,mss.. t �Cl l i t 4 R :',V7.1. CU $TOM A t ;1 9 �y a 3 7'I,,q^1Ji 11 p - G 'aa�� - IaA.'! � ^ '. �•r l''',:-.; 's 7 !I ` .. n1/`.4€3r i-r.y�g '�t hr ..s rn� � "..t��'� _•V . C n4 1 5 L h t takrJ dF • ��. � r **,;.'• x r r �, t�rTr {t LrI j i L i Sc ,u r 1 1*:t A r yam' i' ��,' �x t '' s• rrt t i' ry 1 f t. 2 1 7• The power to transform customer relationships comes from our"Customer First"operating model which focuses on optimizing each customer interactions throughout your entire enterprise. Customer First's operational elements are designed to maximize the value of each customer relationship,so you become more insightful and productive,transforming each interaction into a superior experience. Customer First is built around five foundational areas designed to continually increase overall operational performance. 5 Foundations for Creating a High Performance Culture/ x' Right Technology , t.at_:-Y ua rk 4 ' L. i `IG 1 ,i tt9i J_,..;3.....:„„:%.,!,,- Right Coaching , r `.',°? o ,,,-t - .-r» '.k,''- p e \ar' Right Motivation ?i,ci, ',°'!i";l:l, ' 1 t ` ' , La :,,,,,,,5,,, . ¢ >; Right Training e ,,: . .,,, _`a-r, ,` #t .: ,t, 1 1 yx ,14 I,, . zsE �. t 1. l>3 Right People s, f r,s r, -. �' 1:4 SECTION 5., 8 4.INKTEL inktel corgi .• l:°88 Inkte | l| ' ' ����K�� � �T7��[� [�es nse ' / �_ _ -_ ____ -_.__-' ' - - �~��-�''� .�`�.�.���..^�.-..� z ��. | BPO SERVICES ^.� o��� �/..^ g~'.~ AGENT RECRUITING Plain and simple,what sets us apart is our Passion for People. |nkte| has long been built upon the concept that"You can't build a great company without great talent." Our award-winning Human Capital Team is driven by the mission of attracting,growing,energizing,and retaining the best talent in the industry Agent Selection is a team effort and each member of our team is involved in our A player hiring process below: Stage • P Auudxt �Ub_ ' _ 1 Boss Sends recruitment request ioHR - - 2 '' ' HR, Boss - ~�' Sc��n�e position requirements '|' CaoUiUe*oRaxruunm� � ` ' 3 HR, Boss Find&Recruit qualified candidates 4 HR Initial PhOne Screen ,774141,1q46. 677-101,f-n'--,A1;710:447,1 tilltilgAlorrokiwt PrawaRmo [14*- itAzWir-LM'Ttifge4.4'tfk:a rjr(254-20--2gol6=3V-:Fit-1044,WifflISOINV:AdbOokbrA:01.491TrAttig:A km gip riqpyir.y:IORP 15 SECTION 5 � �' ` `� _ _ . _. -'-, ^___-_ ~=- __ _ Inktel .. . : : . _ . MRFP Response • GOVERNMENT BPO SERVICES Right Training NEW HIRE TRAINING Inktel utilizes a performance based training approach during our clients initial training where curriculum,instruction,and assessment are structured to prepare agents with the skills and performance standards needed for success in each client's production environment. "Performance-based training" is a better alternative to traditional based training as agents improve and accelerate their learning • experience,thereby shortening time-to-agent-proficiency,which results in better agent performance the first day they are on the floor. STANDARD TRAINING PBL TRAINING DAY 1 ‘� Y�f�. ;� ,,�Y� �� F�,t ,} C3rientatr6n i r . . Orientation ._ Syateyrrmsbram ,.5 06ducits `servidr s ual�ty&,Meitr�C$,�Fam tg- eall i�and(ing ..K Systems. ::._ _ ..- . '3''-, Orientation .' =1:.'-,i',:',,. Systems Fare. _-e:':- , r- 1--• Oroducts&,Servicces ProducifS&Services iarrt. Quality&:'Metrics1 amp' _. : Gal-Handling b=E.r j-,- . Quality Or�entation o :..._.,. ._. .... :Systems Fa m Producits&Services Farm.' -n Call Hancleling Quality&Metrics Fam: ° LAST DAY calf_Handling , .`v W 16;,.SECTION 5 1 888.4:INKTEL inktel coin • • Inktel : • : Miami Beach: Response GOVERNMENT BPO SERVICES IDEA, CONTINUOUS LEARNING UNIVERSITY IDEA,which was founded with the sole purpose of providing a learning center that,develops the industry's best talent. Professional development is a requirement for Inktel employees. Each year,enrollment in IDEA is required for set number of credit hours. IDEA's instructors are both in-house professionals and guest instructors from graduate schools and professional development agencies.The courses are geared towards the development of business skills,encouraging creativity and the enhancement of mutual respect for one another.Courses include: • Microsoft Software Tutorials •Stress Management • Public Speaking • Finance/Accounting Right Motivation Inktel utilizes a multi-faceted approach by utilizing both financial and recognition based incentives programs to motivate our agents. Financial incentives can include client based awards, personal and group based bonus, etc. Recognition based incentives revolve around our ABC tracker.The ABC tracker ranks agents in one of three categories each month:A Players-B Players-C Players.The level of recognition and incentive you receive each month are in direct relation to an agent specific category each month. 25% 15% 25% - 25% 10% Name One Call Grade Performance Grade Quality Grade Attendeiice Grade Occlireences- Grade Overall Overall _ Resolution Talk Tune Score Grade :e cug:. ' 98.75% 4 3.18 4 95.25% 4 97.50% 4 0.25 4 4.00 ifoc,i31 re •t t e ": 97.45% 3 2.39 4 98.20/ 4 100.00/ 4 0.00 4 3.75 1,ti aq y;>Zn,. .i gki ' 98,49% 4 3.23 4 96.75% 4 90.00% 3 0.50 4 3.75 !} •.ry ii we;.e 97.97% 3 2.87 4 92.90% © 100.00% 4 0.00 4 3.50 C`l1 r,F ?,I "_ 97.597.58% 3 3.10 4 96.35% 4 100.00/ 4 0.00 4 3.75 I'�q'��trfl 7�0 1 :`-12 98.10% 4 2.82 4 96.75% 4 92.50% 3 0,75 4 3,75 I�I,S F �' 3 rrk" 97,84/ 3 • 3.29 4 99,00/ 4 95.00% 4 0.50 4 3.75 [r.,:., i Viii- , � '� rt� �tX11 �" M 97.71% 3 2.81 4 93,25% 95.00% 4 . 0.50 4 3.50 '�� ,it,�,1 mo't.:` z 97.65% 3 2.76 4 96,60/ 4 90.00% 3 0.75 4 3.50 �t.1w � jc r 96.05% 2 2.74 4 98.10% 4 95.00 4 0,00 4 3.50 i+?i k D::;i r, ., _t., st-.y-gym= 96.75% 2 3,92 2 98.50% 4 97.50% 4 0,25 4 3.20 B. We(41; 97.91% 3 318 4 78.75% PM 100.00°,G 4 0.00 4 3.00 B 10 1 '7*-7 94.25% 2 3.31 3 95.50% 4 95.00% 4 . 0.50 4 3.35 B 17 SECTION'5 1 888;4:INKT:EL inktel.cor • n to . . Miami Beach: RFP Respolnse . . GOVERNMENT BPO SERVICES o or.o.txfz 95.98% 2 • 3.46 2 98.75% 4 95.00% 4 0.50 4 3.20 B ;01.0 ii f- IN 97.28% 3 3.32 3 86.80% 2 95.00% 4 0.50 4 3.10 B - a'! ii.!,f , 97.36% 3 122 4 52.30% 1 97.50% 4 0.25 4 3.00 B. - 0 li a�,1 ",=s 96.85% 2 3.26 4 45.75% 1 97.50% 4 0.25 4 2.75 c rJtttirtliti J 60y A 96.75% 2 3.29 4 63.60% 1 95.00% 4 0.00 4 2.75 t ;' x ll_, i in.- 97.10% 2 3.15 4 94.35% 3 87.50% 2 0.75 4 2.75 1A.A ti1,�l it _ 97.28% 3 3.32 3 82.25% 1 85.00% 2 1.50 3 2.25 i}itF , _�S4• �1 <` +F`iig,f i)54,iiii.i; �iir ;k . .:`�rw:h ' `� A Player lunches with CEO,recognition on company wide CCTV additional r' t u .i ' `: F s3 .,.T-1 j� {�` .i , . `',;_ _,' : ` ,!L: '. bonus/incentives B Players:__~4 =:= Between 3:00 and 3:5.0 0Verall Score _ _ Additional coaching and development,one on one with Sales Coaches and quality teams I. 4° - _i Remedial development,action plans,corrective action(right fit) Right Coaching lnktel's Coaching Model is a performance framework that is totally focused on consistent monitoring and coaching of agents in order to accelerate their development on a daily basis. Each of our agents are quality monitored a minimum of 2 times per week and monitored and coached by their supervisor a minimum of 1-2 per shift.Our Coaching Model incorporates four key standards Right Expectations Right Activities Right Execution Right Results •Attendance ,; .'Goal Setting ■;Real Time Monitoring, •Bonus oppoi to itiesr •Behavior , '-- :1,AccountPreparation i Measuring&Managing. _:Performance Scheduling • (2x -er shift Minimum) I •Reco nition- .Contests Performance Basics' � •Team�/Teon'i:Leader ( h g, / ' . • Huddles - 1 A B-C:Perfoi`mance 1 Career progression 3 f 1 ; . . . Tracker �� j •Stack Rankings 18 SECTION 5 - 1.888.4INKTEL inktel,corn . Inktel Miami Beach: 'RFP Response GOVERNMENT BP()SERVICES NEXT LEVEL AGENT DEVELOPMENT Inktel takes the process of performing to the next level by ensuring that your customer expectations are prominently integrated into the monitoring and quality process.Through call quality calibration,we align all agent-performance metrics to gain a more comprehensive, customer-centric view of the performance delivered by each agent. Our Next Level Development model incorporates all the following elements: •Reporti'ng 't & ^. Analysis ,, =. e-� • :3 t - _ Assessment Calibration INKTEL COACHING MOD r E L } t Sampling, Agent Feedback;; Recording& ` Coaching& Monitoring Recognition Right Technology Today technology is more essential than ever in delivering a quality customer experience. Inktel understands the role of technology as an enabler in optimizing customer relationships that is why we deliver a comprehensive technology solution that focuses on both call and relationship management solutions that optimize the roles of agents, management,and our clients. CALL MANAGEMENT TECHNOLOGY Automatic Call Distribution (ACD) Avaya Communication Manager V.3 answer calls as they enter the contact center and intelligently routes them to available agents based on the dialed number(DNIS),calling party identification(ANI),available agents, customer profile,service levels or user defined business rules.Avaya Communication Manager V.3 also helps manage overflow routing,call re-routing based on queue statistics,abandoned call recuperation and multi-site routing. 19 •SECTION'S 1!.:868 4:INK7EL inkfel corn In to Miami' Beach: RFP Response • GOVERNMENT BPO SERVICES Universal Queue Avaya Communication Manager utilizes dynamic prioritization to organize incoming contacts across all communication channels in a single queue and route them to the most appropriate agent.This capability addresses factors such as wait times, incoming traffic volumes and service levels and enables you to make changes to the provisioning rules without stopping and • starting systems,campaigns or services. Outbound Dialer Our Vici Outbound Dialer utilizes multiple predictive and manual dialing options to manage pacing and compliance with regulations;operate a variety of campaign and list management strategies;as well as,ensuring accurate voice,fax, modem, pager and answering machine detection. Workforce Management To drive both service quality and efficiency, Inktel aligns sound workforce management practices and technology to ensure our clients have the"right people, in the right place,at the right time". Inktel's workforce planning and scheduling processes, along with the ability to forecast demand ensure that the contact center can handle changing workloads without being overstaffed or understaffed. Quality Monitoring Technology Inktel's Quality Management technology reviews interactions between agents and customers. Recordings can be automated or initiated on demand. Reporting&Analysis Inktel's reporting portal lets clients can organize their reports by category,which allows easy navigation through a complex multi-layered call data and performance level reporting data. Powerful analytic functions allow users to quickly drill down into their data or slice and dice to obtain different views of their data.Our reporting portal serves as a valuable decision support system for program operation.The reporting system offers self-serve reports via the Internet in a user-friendly and consistent format with the option to set report parameters for a variety of views and summaries. RELATIONSHIP MANAGEMENT TECHNOLOGY Regardless of communication channel,customers demand excellence from each and every touchpoint. Inktel's relationship management technology provides real-time communication, multichannel access, and personalized interactions by utilizing the following integrated technologies: 2U SECTION 5, 1,.888:4:INKTEL in.ktei.com • Le Miami Beach. R FP Response • GOVERNMENT BP()SERVICES Knowledgebase Leveraging the power of one central knowledgebase to manage all company,and product information enables agent and customers to find answers quickly and effectively. Our self-learning knowledgebase improves every customer interaction and provides deep and valuable insight into every customer or trend. Case/Incident Management Inktel provides essential case/incident management by tracking calls across all channels-phone,email,web, mobile,chat, and social-so agent's access customer information from a single point of entry.This ensures service requests are solved on the first call. Email Management Inktel's email management system enables agents to address customer email inquiries with a personalized response utilizing both agent and auto-response email management services. Chat/Text Management Inktei's chat/text solutions provide an easy and effective way to engage a customer in the purchase and support process. Sessions can be initiated by a customer or proactively based on company-defined rules and triggers. Social Engagement Inktel social engagement technology enables you to harness consumer influence and passion in service of your brand. From social media monitoring to branded online communities to a full-service Facebook experience,our technology is designed to extend experience to the places where consumers are learning,sharing and buying across the social web. Voice of the Customer'—CSAT Surveys Inktel's"voice of the customer"customer satisfaction survey tool delivers customer intelligence that allows you to manage and optimize, rather than simply measure the customer experience.We can help you optimize everyday customer interactions to create a superior customer experience that expands the value of each customer relationship. 21 SECTION 5 1:;888 4 INKTEL inktei.corn Inktel • . - . .. Miami Beach:. REP Response.. ' GOVERNMENT BPO SERVICES ,fix. f • PARTNERSHIPli;',!--M, 7• '{_ 1 l� t 1 Y . X41 A "` ,r-- { tr • � ^. �..F � 1 l l\�z f11,� uy C _ 1 1. .._j9l tr.??ate The most successful partnership we have developed are those where the client/vendor relationship is transformed into a synergistic partnership. Inktel's account management team is at the heart of developing this type of partnership.Our account managers are all unique as we devote specific employee talent to own your account and to ensure quality,integrity,and performance levels that continually exceed your expectations. OWNERSHIP PHILOSOPHY Inktel's believes that great partnership DEDICATED POINT OF:CONTACT have the following four characteristics: rust Transparency • Accountability' Proactive Management (Operation•Synefgy - , . EFFECTIVE COMMUNICATION :' '. OPERATIONAL PERFORMANCE t)adyLWeekly/Monthly,Updates - ' PARTNERSHIP ' F?eveiiut;Cnharicement QOarterly Business Reviews • FRAMEWORK Operatioial Efficiency, BI Annual Client Survey Ciistome Satisfaction - STRATEGIC VISION - Pioact'ive Assessnient&Analysis Operational'/Technology Innovation. - Business'Transformation 22 SECTION 5 '1:888 4,.INKTEL inktel corn Inktel Miami Beach: RF. P Response GOVERNMENT BP()SERVICES OWNERSHIP STRUCTURE Executive. ii Sponsor Account Manager 1 N.r.+-t;+... :.....'--:: - �:..p.- I...: -w:+. .a•........F. ...}��..v...�..,�:�....._:_. ..n.�kl-: _ �. 'Y_.. f._. - i..._. r-.. 4 -� I ... A .r.. Operations f Quality j! Training Technology Recruiting Team l Team ' Team Team d Team 23. SECTION 5 i 888 4�INKTEL inktel com Inktel : - -. Miami Beach RFP Response ; GOVERNMENT IIPO SERVICES k Y Y, +V' S I ie' ; * ...-4... .-1...,-;,.-,,,.-. ,..R-.:::-_-,_:.1,-,.,,,,-ti t F i ., • Y3_ 7. -_= I I 1 '1 Ki7... `z . . Y „:, i�� 1 1, i 4 t 1.i , 1151 ,x' y w - _ . . w a . . TRANSITIONrL 'C ' '' , _o...• TR'''.� 1 :11� _e:.re .,' . .�'' ,ill,,§,:2.0 4.,...„%..,.. '. ✓.._,!..„-.4.4,:,t ,,Inktel believes that one of the most important aspects of our partnership is our assurance and commitment in ensuring the flawless transition of your program. Our objective is to transition your business on-time with no service interruption, Inktel's transition approach guides our partners through many steps that make up a successful transition. Our experience has shown that the assignment of a 100%dedicated and focused resource for your project launch affords a valuable centralized view of all activities and a single point of contact for any issue, regardless of scope. PROJECT MANAGER Each one of our project manager are experts trained in PMI practices,Their sole purpose is to provide leadership by leading each transition team by following proven,well-defined processes.Your project manager will serve as primary point of contact during your transition, communicating and coordinating with project participants, including your team,to ensure attainment of all transition objectives.They conduct weekly meetings to keep you apprised of project status,assess risk probability and impact,and develop mitigation plans. SAMPLE IMPLEMENTATION PLAN The following graphic represents a sample transition milestone plan that we develop for each one of our program launches. 24 SECTION 5 • �� - 1.888.4.INKTEL i'nktel corgi - I n to Miami Beach .RFP Response • GOVERNMENT BPO SE VICES pq J E O ++ G7 N Z G N C L .- C F= 7 E 3 i ° o N N V . a) a co CD 0 }2r cc Z a, N a, N C Ce CD C - N m aN E O. ® v) Q ° • � C ° .A to N N I co c F- J a, ° eo Q, F— N ° c ZW m ---•TT y U O a) N w ® Y N N c D c c7' o g ii V F- °' c 0 P • • ti a, To N H v G H `m ° a_ J > m 'y- T Z: N To' o Z' 43 0 C c I .. =' m J C) Q. 0 C liJ. 2 ce LL. z CV Z • F-Z O W, ZOO ZN-.. wW 2'p4' 2_ - Wiz¢ —D ~Z g() Q. P.Z j.— W'O C7 y.LU 0 � �L ? N OW 0 .Q � CC w O r_ al-Li CL i- •25 SECTION 5. 1_:888.4 INKTEL inktel c&m 1 . r _ 4 •, rr '• .. , ,- ti''',"-`,,'•f. t firr -1-;iii. .`` 5 T ,I Et ''-, J 1 I t s ?s , .. , . {I { LlI. 1 I f 41'7 '1W p -1 1 r \S [ ' 4 E 1 -_ 1H , ? 2T � ° \:,; . gr lil f ia --- ' -• -F,,; rC . -, I 1 4 - ; AP r1 i s 'g r _. _ ' .:i -.-`6' .i - v '64� ) A .m 4Y t f K: v\ F.i ., r r, t c. - ': i 'I I .} E , ` T . r%5?;',. ti I . r r _1.n :f f 1'4 ".f d ?. ': :..E , 1 i ., 1 �r�: t `.{{t� } SI ,ra: .'V fv a u�i 2 v + - A �Jy }t _ i f -.II ' y a Zr4�� �i�. ;1� rn r �-��. , l 1� .+ ' t.xr, -7,77,{ 1, ! r . 7 .. it::00,,,-... .., iii . 9 S' i, r ,[ �} ; j[ _ .e: 4` y •t r tSECT,. _ 'r' .WWMI..YY.' + t:�. MfN■ +f ft 5 + r-,.,..4.i .1,....',40.... EJFt1-ter -r� '' !IVO i 1 ' RICKY ARRIOLA, CEO Mr. Drayton leads Inktel Contact Center Solutions and iD Ricky Arriola is responsible for the overall business development Commerce and Logistics solution and sales strategy. Mr. Drayton and strategy of lnktel. Mr.Arriola leads the team of Inktel has over twenty years of direct marketing industry leadership executives. Mr.Arriola held various executive-level positions in experience,with a long and proven track record in building the entertainment,e-commerce, investment banking and legal and growing sales organizations. He is a dynamic leader with a industries. He holds degrees from Harvard University Graduate consistent track record of increasing sales, creating partnerships School of Business(M.B.A.),St.John's University School of Law and developing sales teams that exceed expectations—all (J.D.)and Boston College(B.A.). He also holds the distinction of attributes that will contribute to Inktel's strategic growth plan. Dave being an Aspen Institute Henry Crown Fellow. Ricky is the owner attended Heidelberg University,where he earned a Bachelor's and founder of lnktel,along with his brother Dan. degree in both Psychology and Business Administration. Dave has worked with Inktel for 4 years. SUMMER DENNIS, PRESIDENT I COO Ms. Dennis is responsible for the direction and management MARLON WILLIAMS, DIRECTOR OF INFORMATION of all client service functions including hiring,training,Quality SYSTEMS Assurance, process automation and client management best Mr.Williams drives the company's information systems practices.She is a seasoned finance and operations director with and technology division,overseeing its strategic planning, experience at companies such as IBM,Office Depot and Arise development,telecommunications and infrastructure teams. He Virtual Solutions.She holds a Master of Business Administration began his career with SmartMD,working in the health information degree from Harvard Business School and a Bachelor of Business technology and education industries. Marlon completed his Administration degree in Finance as well as a Bachelor of Arts Master's Degree in Business and Computer Information Systems degree in Spanish and Portuguese from the University of Texas. from Nova Southeastern University,as well as his Bachelor's Summer has been with Inktel for two years. Degree in Software Engineering and Business Management from the University of Central Florida. Marlon has been with Inktel for LUIS GONZALEZ, SENIOR VICE PRESIDENT, over eight years. CONTACT CENTER TECHNOLOGY Mr. Gonzalez is responsible for the operations of Inktel's contact JASON WILSON, CLIENT SERVICES centers, Information Technology department and Client Services Jason Wilson, Sr. Project Manager is responsible for department. Luis possesses over 20 years of experience in implementations. He reports directly to our VP of Client Services, operations for AutoNation, Car Spa,Technion Communications Summer Dennis. Mr.Wilson began his career at Inktel as an and Comerxia. Luis has been with Inktel for five years. Account Manager.After several flawless programs launches, Jason is now responsible for the implementation of new programs DAVE DRAYTON, SENIOR VICE PRESIDENT in documented manner through our Normandy Process. Mr. BUSINESS DEVELOPMENT Wilson is a certified CAPM Project Manager. 26 SECTION 5 1:888'.4.INKTEL inktel.com , . . • , • ;1•-:711',...t.: , . ,. ,;._'-‘• „ r-,•,-7-%,'..---' .. ....-..i,,,,?q-.•. • '•' • , • . . • -: ..e . •....:----,-...-.e...,, ,,, ,- t.,..-.,P,N4.,•-,- „, • '•-,,;•,,,-1., ...— '-- -,•••,•,---'',%.------1 1.'. . ; ----[. .. . i.--.: ,iff.;-): -•1. '• ''.1. . 1:'..,.,-r.' ri---, .• • ,.„. „.• ,... ., -. - ..i _ . -, ,.,,•-,. _. - ,.:,..-2 . ).*:,i,,,,,...,_, ,•,-i-...,-E-4.,,. .:§-, s,,,, -,4, , .:,.4„,t,,,•"...., .91n-Akf•Araq, ,,•. 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Vice Pretldent of Human Resources THE Chief Financial BUSijleSs Development -' HUMAN-RESOURCES',.." . - e . Director CUSTOMER Officer . . _ . .. . DALE ZIEMER JUSTIN KNIGHT -. - -JASON WILSON HUMAN CAPTIAL . ,. J.RICKY ARRIOLA . ,. . . . , , . ... ..,,,tkit s4 •rp.... . F., ,'et, , -- • / -.,. ••A'i ' , .-- -• ....:•.,t--4. -.,- 41; t. V Iv,'' - Director of -: •• •--. -, SeniOr Project -. .-_,,..,V:'?..:' • . INFRASTRUCTURE Quality Assurance " •—Manager ..„, Director of Talent . . , ... •.. , Acquisition&Management CEO LUIS GONZALEZ -;. . INFORMATION,-- ; -., 1 \.4'•:-.',':.,.g. - ..._.---...,...;.-, • ., ALAN MOHLER,. .....- . -- MICHELLE-ROTA.--_-. • _Tk, . . . 04 - Y •,, SUMMER DENNIS , - ,,,..t%,....- . • vi r!.... _, TO ililligNESOIEVW Pi___.1_,,MENTA _ . :SI _' . '((•••,...4.r:-' r;- l' .. r t. . ,v-,:e4,71,1,-....zvf:t.r.iv...,--- 7,..51 Site Director...:_, -_ -z-.-, • -.,,-_Corporate' -,f•.,.t.... I' Senior Vice President Inktel Miami.Lakes - - .. -Training Manager - , ■,::,:,, . -.- CLIENT SERVICES ... DAVE DRAYTON ... . - - - .. President& .. , . ANDY SCHRIDER V MARLON WILLIAMS.- Chief Operating Officer f ., . -- - • ,,!,1-4,...„ ..,..T., ,.• I,1, OPERATIONS - '- ;;•-•-•' I . • 4=4: - _ .Site bireofor, illmctO'r of Senior Vice President of , Inktel•FL Lauderdale Information Systems Business Development . .,...... = - - . . 27 SECTION 7 • V . . 1.888.4.INKTEL inkthI.com . _ . , _ ,_ _. • . s -•,..••_ L � J " 3iI' iii iL- �; i (ci 7� ,,_„ ..k f nom, ;+ .�'.•= <t . mss. , ,,;) �.. y _ .,..i y G �.l d" ter - 4'. .ti ';:::1,0-'1,L'.1',4':17.1. :%14'f' r _to ., {� r/ `, :.+'�' Fi>Jl1 ,, -. �1 .a 4'c' ,,..ray,4 L f,., •, - •r �. r•c�y I ---,,,-.-.4.--,sa H1 I ,. :••-•.7,.....,"_••,a ''T 1 -iA -ry I'i`l 'i .0 r- 7'�.°j- J'�4f,(11'0' 'ti . SEØTIINI8 ,PRUJEc11METHODOIAIGY t1� _ .- • �S 1`II .a� ♦lt�/ eS ' J �� a k nt `v PI ` - F�, Ki,A, L L I.i ,J -er ,. - � . IMPLEMENTATION PROCESS Inktel Direct has a proven, documented and bullet-proof implementation methodology—"Normandy"which is a compilation of the tried-and-true techniques employed by our staff to launch a new client program Our Normandy implementation plan guides our partners through the many steps of a successful implementation and captures all the necessary business rules and procedures required to document,distribute and execute the necessary steps to effectively transition or launch a program. Our process has been successfully used for the past several years. A sample flow chart provided: The Normandy process begins with acquiring the program's Master Service Agreement,which contains critical program information such a billing structure,execution dates and expectations of the new relationship. cle • 'IoI... I Partner Inktel AE -OnViar fri ii case:Y,V ro . It I. i f} OperAlone Traner I Exec. grlit, '17-W4.--,' Partner 1 1'/S l ' .a ��,e f;! , Iw iltic■4.1 Inktel AE -itofiltt' ,a•li ..28 SECTION`8 - - 1888.4:INKTEL i'nktel.corri Inktel Miami Beach RFP Response _ . . . ._ . . GOVERNMENT BPO SERVICES REQUIREMENTS GATHERING DOCUMENT (RGD) Shortly thereafter,regularly scheduled conference calls or face to face meetings between the Building Department and Inktel will be established to review launch progress and communicate deliverables. At this time,the Inktel Account Manager will create two documents,the first being a Requirements Gathering Document(RGD)and the second being a Project Launch Timeline,usually using Excel or Project Plan software suites.The RGD is technical in nature and requires both Inktel and client collaboration to complete. This document contains critical setup information that covers the following areas: IT •Telephony Service Requirements • Data Capture Requirements • Client/Vendor Data Communication (Network/Firewall Specs) • Reporting Needs Operations • Hours of Operation • Program Type(OB Sales, IB CSR, etc) •Service Levels •Call Arrival and Volume Estimates •Training Dates and Requirements Human Resources • Initial Staffing Needs •Attrition Expectations •Staffing Ramp Plan Once completed,the RGD should be distributed to each internal business unit it references,specifically IT as this is the department accounts for the majority of the pre-launch responsibility. PROJECT PLAN The Project Plan will contain all key dates that have been communicated and break down the major steps of the implementation process, covering dates and assigning responsibilities to internal and external business units for each of critical areas covered in the RGD. It will be the responsibility of the Inktel Account Manager to maintain this document and follow up with each responsible part to ensure deadlines are met. Communication between Inktel and the Building Department will be streamlined to flow first through the Account Manager then to each respective business units. With the combination of RGD and Project Plan documents, regular client meetings and a dedicated management team that communicates clearly and effectively,a program launch of any scale should be executed successfully with minimal downtime. • • •29 • SECTION 8 1 888.4.INKTEL Inktel corri • Inktel Miami Beach: RFP Response• GOVERNMENT BPO SERVICES REPORTS SUGGESTED BY INKTEL As an expert in inbound customer care calls and a trusted partner to the Building Department, Inktel recommends the following reports for this particular program. lh Hour Interval Reports Interval reports produce statistics every 30 minutes to show the most up to date information.The service level,calls offered,calls answered,abandonment rate,average speed of answer,average talk time,average total time, max wait time,calls abandoned,average abandoned time, after call work time,and minutes can be displayed by half hour, hour,day,week, month,and year. Service Level by'/z Hour Service level measures the overall performance of a program as percentage of calls answered. Inktel provides this method of measurement and the amount of time it took to answer those calls.The benefit to this report is the ability to view how the percentage of calls answered in 10,20,30,40, 50,and 60 seconds trends by half hour intervals. Inktel aims to exceed the standard Cumulative Service Level of 80%of all calls answered in 20 seconds or less. Abandonment Rate An abandoned call is when a caller dials a number, but hands up before the call is answered by an agent.The abandonment rate is the percentage of abandoned calls for a given period of time.A successful program generally strives to be under a 5%abandonment rate. Average Time to Abandon Average Abandoned Time is the average amount of time it takes for a call to abandon. If 3 callers hang up before reaching an agent in 5, 10,and 20 seconds respectively,the average time to abandon is approximately 12 seconds.This metric is helpful in determining a callers"tolerance level". Average Handle Time Average Handle Time(AHT) is the average duration of a call beginning from the time the call reaches an agent and includes hold time, talk time,and after call work time.AHT is a prime factor when deciding staffing levels. ACD Time Total minutes, or ACD time,are the duration of an inbound call(including hold time). Basically,from the time the agent answers the call to the time when either the caller or agent disconnects the call.Total minutes help in calculating budgets and are a factor used when calculating agent utilization, scheduling,staffing and call lengths. '30. SECTION 8 •• . 1-:888:4.INKTEL Inktel corgi Miami Beach: RFP Response I n to GOVERNMENT BPO SERVICES Agent Disposition A disposition is the call outcome. Some examples of dispositions are; hang up, inquiry,status update,and so on.An agent disposition report displays a count per disposition which is helpful in analyzing the types of calls your program is receiving on a daily basis.After the first week of dialing you may be able to determine,for example, 50%of callers were inquiring about a permit and 25%had general questions.The benefit knows which types of calls require the most attention. Total Minutes by Queue The report below demonstrates the total handle times for each phone number per day,week, month,or year. Knowing the total minutes per queue shows which line is receiving the most action. Many clients request total minutes by queue reports to help determine costs incurred by department. �VnMt'u17l,cfu:l '`f,,,, kYn(p,n• �+,-,-..,,.._I rdby fat f I�Ip.)1wtbOt.fl7tl.myq?�Po,'Mr •-r -w ct(nroc` � •3'' ;i� Cv . g • hcr f 2C: y^ 100% ", --.4.a° � � �.� i a Lv rF:•a�, rti� t[�Tt _ \nktQ lD i CL•VQ k N D. �a1�� ls lta"r 1 2-4/� � �1y.N' t "4 ri�,� pt sa47 4 g- y7 ti6x v 4 p Fv . ,. -. , .- ,11/208 bY Magi-four Y ` Eataajtk c.t,,.,,.,:lr,r,re,w,,i _ ' .`'4 .,t..:.'4.1 J: s �: _ 12.�AfV.lyi_ .. , ...,tVci;',.1'" -",i't'. • 0 "••,.—, -"m ,-,,, �1 (��� A •_ _ ;=*.if , ,-_ .•a�.�! i q zxgj�c'F�'`emu're.. -y,01:004,01 "r" 4r'''-- i-_r' 4• t,`��-'-0(� ,.��ate, .1'}'i 0-k yi,€-ati c. a - ilrr <• - ' r " t.,�.L-,---,:.> � r � .�z W'�71�;�1f11�xI f y r�o i}A�l"2" •ny+r . v im_ �' ''.1,� } ,kiifi,V J ra ;� Y r fir• .. ► ` W Sh.� ; -,' ,�. ,,„..i,„„... _ 4'r t A .. � , ts_-••E� -r rii " 1}..it r E.y V r ,i r� + a r Ta ;Si G x+� 0 , 0.,.„..„t n . y �; x ,47-.7,..7.;-.... 7, 4}a ,,-F`Tws�`� is 3 0 T L Nirgi kS.- r 7.y +., +.>�e. 'Lr4 i 31 SECTION 8 1,888.r4.INKTEL•inktel.com ' - - t• i•- r_t -F Yi. •,''iy»N+M1���Jr .r h S s.ds F °-/ fil F T s + ry ` �, •,�„'k-.�rfi yr_a� ��1� ,sr f .7 1x S`' r _- Iy' • J C� •+ err.,r�, ,�•ff• .�'� =�_ .. _ • ��- :.+ 4� aT � 5--:�" � � _ t 'may.- 1. ; - ~ ', - �V ,, ,...,:t.--i.:,.::.,-a,:.::.FF r + �1 { .? ,....;;;1..i..1......,," » wJ^ z_ c �. t 3 i ��� ��_;t '� � ,.7-`' - -r r"::xs•�i er�,5?f.a.��i '�y t �, 1. � �-._yam✓ '' .� „�. � �.�i a4 fry f' S ? 4 ,1L� w .. r • ,1 '^R,- i� h Fell +' i - + ` �{t4 's�T ..'„,,,.t, - c •-‘,- ,..:t ;,� _,„dry„,,, ?kI,• .——,y.., rig...SkY1 1'a ,• �£ 'F�.£ti _,:- --, fit.,_..t-..i,; _3� • e: ,.k)'-�..) --k-'-r,. iV XXrx ' .• c.Ltn z•t ... n• 1 _ 11';':=7-Z--;124-V'qr! , ;;:4K e1=._r t..: .:..�.,IS... 'mo d .J. 't . :5�'v-••vr .�l•ak.a.azs�aT�.a.,a •-a - _ ...-. - COST PROPOSAL RFP NO. 022-2013 ME PROPOSER'S NAME: INKTEL GOVERNMENT BPO SERVICES/ DAVID DRAYTON Shared Agent Cost Per Production Minute $.79 per minute Dedicated Agent $28.00 per worked hour Cost Per Hour per Set Up Fees Included Training Hours Included Curriculum Development $90 per hour Training Cost $20.00 per training hour Per Agent Per Hour TRAINING • Project Management $90 per hour Script Development Fee $90 per hour Digital Recording Included Team Supervisor/Quality Assurance Included Development of TDD Included 32 : SECTION 9 1.888.4.INKTEL inktel.com h' 1 1 ,r � . n� J .lr �_ ).rte P. Z% .� 7 _ 4: -- / -. —.mss=0 a .li Z 1 l ► _ 4a s .: 1 ,...,,,.„..,„....,,,..z...... ,,,,, s REQUEST FOR PROPOSALS NO. 022-2013ME ACKNOWLEDGMENT OF ADDENDA Directions: Complete Part I or Part II,whichever applies. Part I: Listed below are the date of Issue for each Addendum received in connection with this RFP. ` t3 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 his RFP.Verified with Procurement staff n(trr L 6t0C1 Nffai— j 6 --CVO it- S_ 1. r3/ l3 Name of staff Date *t------2N4 . D", k-s- - t H ( t'- Proposer-Name Date 1 ...----Vgiziattirer ----.........________ .. 33 SECTION 10 1:.888 4 INKTEL inktel corn , ' ` ' � ., . ' ` . - . `. . '' • . . . . . � -. ^, ' ~ „:F.,;.,,,,ii,..:-..,;,,,,,.,,.:.,:,,,,,,I,,,,-E;;-4.-..„4,-,-,„...•*•,,,„ ,4,U.-,,..4,`,15.10'i....,..„-.,,.N...4,,,,,,,„„._;;!.e..-1,-,;;:r4,8.4.4..-- ---14..., ‘,3,144,-c-4.4--Wrtz----.4,—,-.1.-,07,-F;;-.,:.,'.'"-r.1....,,41:1,,,sv,i,„..„.5.-v.1.4.--;),:,',.1r.,:t7--J.,—--= T.,:gr,s:,,,,, :?-,--1:—.-;,----; --- -:- .-,, ,-.3:-.,-,i,,.:,- .;-,,, i..c-.r.a.=.-g-_tpgs-,L41,,o-ioi.Ft ;:'.,ke;P.,g,iv:o,,,,'pwE:=<;.'mtl:::“.- -t--V--z,-,vow-*x_q.-':".:;,-:W.imirStgzk-:-,--,.".P.qt,.,g'i-ro i , :=1;;;c:.'-r.,..1-;,f- L., '-':-: ;,;,..:3 -i , . ,...7it', '-.4 •j'iN-Z134.-g041"-,Z,:t:9,01;a:U4k*ArAtif...tgigM014-WW0*.de- -?'-d.,4'1.44:iiger:444t4i-teli'4,18:1'01 ,=:;.'-'1:0,*_,-.5,5;',-;:,..,,, ',,,,_.:i.,;_,.,..,-, ,,,,,„,..,,,,,.„:,*,,,,,..4,-,-,,,t,:',,,t„. p -,P,.'7----e....-'-f:,'irk''''''7''''''",-`'- '',"' ' 1-%.3r.till,10`4-tak:*-W-540.~:iiig''' ''''.5';;L'ea0-21;k:".*:4. C m 0 CON TACT CENTER SOLUTION'S ACKNOWLEDGMENT LETTER Proposers shall| Incorporate in the ir Propose the following |wttmr and O|uo|uourm and 0|oo|m|mwr attachment on the Proposer's letterhead stationary: RE: RFP NO. 022-2013ME FOR CALL CENTER SERVICES Dear Sir or Madomo� I have read the City of Miami Beach's RFP NO. 022-2018ME For 0a}( Center 8orv|moo.0n behalf of our Proposal team, we agree to and accept the terms, specific |im|tetionu, and conditions expressed therein. In add|t|mn, we have read, rely upon, ooknow|edQo, and accept the City's »ioo|oaure and Disclaimer which is attached hereto and Is fully incorporated 'o ^ i letter. �v Sincerely, ` ' ` tV q34,1.x�s.. [NAME AND TITLE] � a--(\(e3--k_ �p� 6-ckr-tk).-tliki- �� `� ~-cfr��- 7ORGANI , f:TY\ {PROPOSER'Q NAME] � � �� �_��� 11 _�� '_ ___ _. __ ___�' _ ___`�_ _ _ _._ ��____�__ ���J���m'_�__� � ' I � R I : l i .-,'iP ,, Jr,,I; 'nr f,, ors r + a � 7 •t r,> 1 '. - r t f `i fYi �'' y�~1',".,p > 1} ---* i t+1 °)F v .. _ s} _ rl l 1' r .N� t` r ' Rip 41 r e } "1� s s r 1� E. i� r ,1 I; t tA r I;s 'r r '1 r _ +s # • Lin a _ - _ .. '..:,;... OT1 12: k. a1-4 7r k u..f f� �'���' a..3> Yom�i-` ,;.y`F-i .t i., , 'J. 41 t��" ref. ;3- - - . .4/ DECLARATIONS >3} v -. a r , d'.'f „]G . - ?'t .. ,.0 L to Llfi nil'� 3s �'"rt f {L.J4" sit 4y rlS <t ir}r a c, c _ r rq�y s ,"�..rF{y, ' _ DECLARATION TO: City of Miami Beach City Hall 1700 Convention Center Drive Procurement Division Miami Beach, Florida 33139 Submitted this day of 4 t.e[ a 1 , 2013. The undersigned, as Proposer, declares that the only pe •ons interested in this Proposal are named herein;that no other person has any interest in th` 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(s)for the purpose of establishing a formal contractual relationship between the Proposer and the City,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. 022-2013ME. WITNESS PROP SER SI ATURE ' --.7.------ — r—-)Tao I j tri- PRINTED NAME PRINTED NAME .S (? 73,Ds,r, 5.5 ` z{o WITNESS TITLE PRINTED NAME 35 SECTION 12 1.888.4.INKTEL Lnktel.corn a1. INSURANCE CHECKLIST- LIVING WAIE• tiP elb • DISCLOSURE & DTLAIMERS, CERTIFICATION, . . .: . � NVERSION CERTIFICATE OF CO. INSURANCE CHECK LIST 1.Workers'Compensation and Employer's Liability per the statutory limits of the state of Florida, 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). 3.Automobile Liability-$1,000,000 each occurrence-owned/non-owned/hired automobiles included. 4.The City must be named as an additional Insured on the liability policies; and it must be stated on the certificate, 5.Thirty(30)days written cancellation notice required. 6. Best's guide rating B+: VI or better, latest edition. 7.The certificate must state the RFP number and title PROPOSER AND INSURANCE AGENT STATEMENT: I understand the Insurance Requirements of these specifications and that evidence of this Insurance may be required within five(5) days after Proposal opening.If I am selected as the successful Proposer, I further understand and agree and acknowledge that failure to procure or maintain the required Insurance policy shall constitute a material breach Of the contract by which the City may Immediately terminate same. 441, 4110(': For Proposer!Print Name/Title Si• ature of P , •oser 36 SECTION 13 1::888:4INKTEL inktel con LIVING WAGE CERTIFICATION Pursuant to Section 2-408(e) of the Miami Beach City Code, entitled Certification required before payment. "Any and all contracts for covered sery i ces1 may be voidable, and no funds may be released, unless prior to entering any agreement with the city for a covered services contract, the service contractor2 certifies to the city that It will pay each of its covered employees no less than the living wage described in section 2-408(a). A copy of this certificate must be made available to the public upon request. The certificate, at a minimum, must inolude the following: 1. The name, address, and phone number of the covered employer, a local contact person, and the specific project for which the covered services contract Is sought; Project: Name of Contractor: Contact person: Address: Phone number: 2. The amount of the covered services contract, a brief description of the project or service provided and the city department the contract will serve; Amount of contract: $ City Department(s) : Description of service or project: 3. A statement of the wage levels for all employees; A commitment to pay all covered employees the living wage, as defined by section 2- 408(a) and including, without limitation, any annual indexes thereto (as provided in section 2-408(d). Effective October 1, 2010, service contractors shall be required to pay all its employees who provide services for covered service contracts, the hourly living wage rates listed below: 37 SECTION 14 1,:888.4:INKTEL inktel corr Commencing with City fiscal year 2011-12 (October 1, 2011), the hourly living wage rate will be $10.72/hr with health benefits of at least $1.45/hr, and $12. 17/hr without benefits; and Commencing with City fiscal year 2012-13 (October 1, 2012), the hourly living rate will be $11.28/hr with health benefits of at least $1.64/hr, and $12.92/hr without benefits. The living wage rate and health care benefits rate may, by Resolution of the City Commission be indexed annually for inflation using the Consumer Price Index for all Urban Consumers (CPI—U) Miami/Ft. Lauderdale, issued by the U.S. Department of Labor' s Bureau of Labor Statistics. Notwithstanding the preceding, no annual index shall exceed three percent (3%). The City may also, by resolution, elect not to index the living wage rate in any particular year, if it determines it would not be fiscally sound to implement same (in a particular year). I further understand and agree and acknowledge that failure to comply with the Living Wage Ordinance requirements shall constitute a material breach of the contract by which the City may immediately terminate same. 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 entity contractually. Executed th i s'rday of. , I n the year. ..=?i.3, at , City State ignatu Mailing Address ,,f a,e-eite .7t Name of Signatory (please print) City, State, Zip Code .38 „ SECTION 14 1 888:4.INKTEL inktel corm • DISCLOSURE AND DISCLAIMER This ("RFP") is being furnished to the recipient by the City of Miami Beach (the "City") for the recipient's convenience. Any action taken by the City in response to Proposals made pursuant to this RFP, or in making any award, or in failing or refusing to make any award pursuant to such Proposals, or in cancelling awards, or in withdrawing or cancelling this RFP, either before or after issuance of an award, shall be without any liability or obligation on the part of the City. In its sole discretion, the City may withdraw the RFP either before or after proposals, may accept or reject proposals, and may accept proposals which deviate from the RFP, as it deems appropriate and in its best interest. In its sole discretion, the City may determine the qualifications and acceptability of any party or parties submitting Proposals in response to this RFP. Following submission of a Proposal, the applicant agrees to deliver such further details, information and assurances, including financial and disclosure data, relating to the Proposal and the applicant including, without limitation, the applicant's affiliates, officers, directors, shareholders, partners and employees, as requested by the City in its discretion. The information contained herein is provided solely for the convenience of prospective Proposers. It is the responsibility of the recipient to assure itself that information contained herein is accurate and complete. The City does not provide any assurances as to the accuracy of any information in this RFP. Any reliance on these contents, or on any permitted communications with City officials, shall be at the reolpient's own risk. Proposers should rely exclusively on their own investigations, interpretations, and analyses. The RFP is being provided by the City without any warranty or representation, express or implied, as to its content, its accuracy, or its completeness. No warranty or representation is made by the City or its agents that any Proposal conforming to these requirements will be selected for consideration, negotiation, or approval. The City shall have no obligation or liability with respect to this RFP, the selection and the award process, or whether any award will be made. Any recipient of this REP who responds hereto fully acknowledges all the provisions of this Disclosure and Disclaimer, is totally relying on this Disclosure and Disclaimer, and agrees to be bound by the terms hereof. Any Proposals submitted to the City pursuant to this RFP are submitted at the sole risk and responsibility of the party submitting such Proposal. 39 SECTION 15 1.'888 4.INKTEL inktel corgi This RFP is made subject to correction of errors, omissions, or withdrawal from the market without notice. Information is for guidance only, and does not constitute all or any part of an agreement. The City and all Proposers will be bound only as, if and when a Proposal (or Proposals), as same may be modified, and the applicable definitive agreements pertaining thereto, are approved and executed by the parties, and then only pursuant to the terms of the definitive agreements executed among the parties. Any response to this RFP may be accepted or rejected by the City for any reason, or for no reason, without any resultant liability to the City. The City is governed by the Government-in-the-Sunshine Law, and all Proposals and supporting documents shall be subject to disclosure as required by such law. All Proposals shall be submitted in sealed bid form and shall remain confidential to the extent permitted by Florida Statutes, until the date and time selected for Opening the responses. At that time, all documents received by the City shall become public records. Proposers are expected to make all disclosures and declarations as requested in this RFP. By submission of a Proposal, the Proposer acknowledges and agrees that the City has the right to make any inquiry or investigation it deems appropriate to substantiate or supplement information contained in the Proposal, and authorizes the release to the City of any and all information sought in such inquiry or investigation. Each Proposer certifies that the information contained in the Proposal is true, accurate and complete, to the best of its knowledge, information, and belief. Notwithstanding the foregoing or anything contained in the REP, all Proposers agree that in the event of a final unappealable judgment by a court of competent jurisdiction which imposes on the City any liability arising out of this RFP, or any response thereto, or any action or inaction by the City with respect thereto, such liability shall be limited to $10,000.00 as agreed-upon and liquidated damages. The previous sentence, however, shall not be construed to circumvent any of the other provisions of this Disclosure and Disclaimer which imposes no liability on the City. In the event of any differences in language between this Disclosure and Disclaimer and the balance of the REP, it is understood that the provisions of this Disclosure and Disclaimer shall always govern. The RFP and any disputes arising from the REP shall be governed by and construed in accordance with the laws of the State of Florida. 40. SECTION 15 - • 1;888.4 INKTEL inktel,corn ACCEPTED: ✓ ,7G57e'i.. a'4J.c% [NAME AND TITLE] , AZATI ON] [PROP': R'S NAME] 41 SECTION 15 1'-:888 4':INKTEL inktel.com • 41 Certificate of Conversion "4 °��� . For ` ' "Other Business Entity" e "41-?t Into 00 4r Florida Limited Liability Company This Certificate of Conversion and attached Articles of Organization are submitted to convert the following"Other Business Entity"into a Florida Limited Liability Company in accordance with section 608.439,Florida Statutes. FIRST: The name of the"Other Business Entity"immediately prior to the filing of this Certificate of Conversion is: Inktel Direct Government BPO Services,Inc. cucli,U000k1-3° SECOND: The "Other Business Entity" is a corporation, first incorporated under the laws of the State of Florida on February 17,2009. TIMID: The "Other Business Entity" is currently incorporated under the laws of the State of Florida. • 'FORTE: The name of the Florida Limited Liability Company as get forth in the attached Articles of Organization is: Inktel Government BPO Services LLC FIFTH: The conversion is permitted by the applicable law(s) governing the other . business entity and the conversion complies with such law(s) and the requirements of section 608,439,F.S.,in effecting the conversion. • Ste: The "Other Business Entity" currently exists on the official records of the jurisdiction under which it is currently incorporated. The undersigned have exeouted this Certificate of Conversion this� day of December, 2011. • • 42 SECTION 16 . • 1,888:4:INKTEL inktel:corn _14 :. 0 !e '(II.',uer it a:tho .r.' .r Re resen.a r,'e .1 Lia',fi coin ran Individual signing ads that the facts stated in this document are true. Any false information constitutes a third degree felony as provided for in s.S17.155,F.S. • By:Inktel Government BPO Services LLC,a Florida limited liability company By:Inktel Holdings Corp,a Florida corporation its sole Montt or By: I Jose ltir .10 ale,Director/President , Si at lsl ureo„ „behalf of,r ® . _�as�es. ntitv:.XndividnaI(a)signing affirm(s)that the facts stated in this document are true.Any false information constitutes a third degree felony as provided for in s.817,1.55,P.S. By:Inktei Drect Government BP()Services Inc,a Florida co •• ; • • By: l Jose cardo • 'ole,Director/President • • • 43 SECTION 16 1..8.88.4.INKTEL inktel.corn • 4 .. r • ARTICLES OF ORGANIZATION �. �PA44), OF � oo • r L GGOVERNMENT BP O SERVICES LLC 4 s�� •4 four ARTICLE acne The name of the Limited Liability Company is Inktol Government BPO Services LLC ARTICLE II Address The mailing address and street address of the principal duce of the Limited Liability Company is: 13975 NW 58T11 COURT,Miami Lakes,Florida 33014. ARTICLE III The name and the Florida street address of the registered agent are: Rozencwaig&Nade1,LLP 301 W.Hallandale Beach Boulevard Hallandale Beach,Florida 33009 Having been named as registered agent and to accept service of process for the above stated limited liability company at the place designated to this certificate, I hereby accept the appointment as registered agent and agree to act in this capacity.,I,furttber agree to comply with the provisions of all statutes relating to the proper and complete performance of my duties, and 1 am familiar with and accept the obi lions of my position as registered agent as provided for in Chapter 608,Florida Statutes. Leslie Alan Rozencwaig,Esq. 44 SECTION 16 . 1 888 4-INKTEL ihkfet com I •. . + ,.• ARTICLE JV The name and address of the Manager is as follows: babel Holdings Corp 13975 NW 58TH COURT • Miami Lakes,Florida 33014. ose cardo bola Member/authorized representative offlember• (In accordance with section 608.408(3),Florida Statutes,the execution of this document constitutes an tpjlrmation under the penalties ofperfury that the facts stated herein are true.I am aware that any false infbrmation submitted in a document to the Department of State constitutes a third degree f felony as provided for in.S 817.15S,F.S.) • 1 • • 45 SECTION 16 1 888 4.INKTEL rnk'tei com • . . • . GOVERNMENT BPO SERVICES 1.888.4.INKTEL MIAMI DORAL CHICAGO FORT LAUDERDALE www.Inktel.com 13975 NW 58th Court 8200 NW 33rd ST 1269 N.Wood Dale Rd. 7209 NW 88th Ave. www.facebook.com/inktel Miami Lakes, FL 33014 Doral, FL 33122 Wood Dale,IL 60191 Tamarac,FL 33321 www.twitter.com/inktel Phone:305 523 1100 Phone:305 5231100 Phone:630 694 7200 Phone: 954 933 9671 www.collectiveinktelligence.com Fax: 305 827 0341 Fax:305 827 0341 Fax: 630 694 7245 Fax:954 5821183 ' .• . . . l ' • . • ''•-':::::-.--•.'.•:'.-,...,_•-,-''-.' • , ''-..'re.,'%:'''..,.'.'.,:,, t: . • • • `,..,...‘•"....%•:.6,,,:".,:-.: -' '' • . • . • . ...","v:_'•:".:,-.7;:;,..,•:',1. _,...„, . 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' • c) •1■..11 t ..,.. .. ... . . .. ... . _ ....... . .. . . .. . ._. ... . •- • •- -- ----" • - • " 1 „ -441' City of Miami Beach, 1700 Convention Center Drive,Miami Beach, Florida 33139,www.miamibeachfl.gov PROCUREMENT DIVISION Tel:305.673.7490 ,Fax:786-394-4002 February 19, 2013 SENT VIA E-MAIL: dave.dra, on(a�inictel.com INKTEL GOVERNMENT BPO SERVICES Dave Drayton 8200 N.W. 33rd Street Doral, FL 33122 RE: RFP No. 022-2013, FOR CALL CENTER SERVICES (the "RFP"). • Dear Mr. Drayton: The City Administration has completed its first-tier responsiveness review of your bid submission. �I 1. Please submit the acknowledgment of the Addenda including all addendum issued by the City. . 2. Please submit one(1)original questionnaire fully executed to include the corporate seal.d 3. Section III requested proposers to submit at least five (5) client references, to include contact name, title, company, address,telephone number, e-mail address,fax number. Your submission only included four (4) references. Please submit. 4. Please submit resumes of the project team members. Failure to provide the requested information by 5:00 p.m.Tuesday, February 26,2013,may result in your proposal being deemed non-responsive. Should you need additional information pertaining to matters of process or procedures, please contact Maria Estevez at 305.673.7234,fax:305.673.7851 or e-mai l:mestevez(a�miamibeachfl.gov. Th.r • ,�/ :��►.• iii• - ',�Procurement Director C: Rafael Granado, City Clerk F:\PURL\$ALL\Maria\RFP'5112-13\RFP#022-2013ME Call CenterServices\Responslnvess\Inktel.doc VVe are committed to providing excellent public service and safety to all who live, work,and ploy In our vibrant,tropical,historic community. Estevez, Maria From: Dave Drayton <Dave.Drayton @Inktel.com> Sent: Tuesday, February 26, 2013 1:10 PM To: Estevez, Maria Cc: Denis,Alex; Granado, Rafael Subject: RE: RPF#02-2013 Call Center Services Attachments: RFP_No 022-2013ME_Inktel Addendum.pdf Maria, 1 .) Please see the following Addendum attachment. • Addendum Acknowledgement ark.' g • Reference's .✓ • Team Resumes/ Please let me know if you have any additional questions you might have. We look forward to our presentation on Thursday. Rgds, ---------- --- --—-—---- -- - David Drayton Inktel Contact Center Solutions SVP of Sales & Solutions 214-771-3737 (o) 214-621-8791 (m) dave.drayton(a�inktel.com From: Estevez, Maria f mailto:MariaEstevez @miamibeachfl.govl. Sent: Tuesday, February 19, 2013 3:00 PM To: Dave Drayton Cc: Denis, Alex;•Granado, Rafael Subject: RE: RPF#02-2013 Call Center Services Good afternoon, Please find attached correspondence relative to the above subject RFP. Please note that your action is required by 5:00 on Tuesday, February 26, 2013. Thank you, MIAMIEHEACH Maria Estevez, CPPO, CPPB,Procurement Assistant Director PROCUREMENT DIVISION 1700 Convention Center Drive,Miami Beach,FL 33139 Tel:305-673-7234/Fax:786-394-4002/mestevez(vmiamibeachfi.gov We are committed to providing excellent public service and safety to all who Ilve,work and play In our vibrant,tropical,historic community. 1 13975 NW 58th Court Inktel Miami Lakes, FL 33014 Phone:305 523 1100 Fax:305 827 0341 GOVERNMENT B O SERVICES - -.�.:'<. 1 v.. J n,..-t 4 :, : ,... P "4 r : lY ) i: j }', 3'-,)v y� _t. _.r. �, .: e_ • ,_ .. �:. .�,: , +r > .. _ n::b.fi- .-.....k.__-...•_`. f-...Y'L` ... 1�. a! F' la i. l ,.t_•.tit b .5. 1. .;-;''.k J. ty ) .t] ,,4r�' s <�... . a• i f -,i x etv ,,. - i ``a•.�4, ir {-- ..r. : 1, f: �2(,C iii c k. ,v. .: � .. =�.-,r.,r+ t a. : ..::..- ''',,t,•;,- .:`::, [ .:. .. r- x. :_ . + ... '.- .,U L.�.c:r, y,i. .r. r :r � C- �. t 't 'S1 J, a t,r � , r• jk 1+ ,f a.r �..�., u r.- < rt i t, 1' SS �rt.:. .}t Ji- ,ti '}- �' .( :C x 4 -rf <� �Y r r:, i T rT F - [ 19. ^d, • �+: �. . -'k-' .e'-, f i v,r'+ - '..4,:,'': fir, 1 j ,5->_.7t r` :i �- ( r , �. t.-37 ,2,. J. r ,. fi - '� k_7+ t�-.� 1 ... ��.� M v w e� � -+f) ra+L [. n ..p. 1 r �A 3.4-i '• INV' r it1 - - ----- --- w r IZ i .e?. *r ty� ' �. e r ('rF�`x•t •a:� .'e-'' '� _ -- ----- -— —-— , t` - ---■ a ,.- r-` 1 r { 3 rot ; ("J II,. `r r( �r i.x a t `5 ,y e f ( Iii }, J • ' j ,.r I 1 r rt. F P• �r > Wt y I,. I j.3 :d ',,,..1,i '-''''C', tr -.:1'"4 I.4''�. REP O 022-2013 ME FOR CALL CENTER SERVICES ;, _r „,,,„ ,„„,, ‘,_.,..„,,, — —,,,,..A.0:— ..,,s,,,,,„ ,..•:„..,„, -st2 1i e s uc' ,._.frSll -r-1 1. ( _i ,.Ar ...:...- - -�,�J. x-4.1•: -l4jL.-'` :t.T'f 1 tL 4 n <�A. •, ..,,' :,. ,-,. C:::-,L^._,',;:,:r )'+i X .i: .,:4i I. A4 ,4 t,, l 1 .-� • :-c�,.i:._- (- r �.. r- -� r..[ F '� :T t- 1 4 5. �t y• i 4 4. :+ 4 ,^�V,',:, ,,.:,, ,,,,,, . t. .,, ,.-y- , r_`�. ( .r ,s--:•_,.,r:. t 1 ter. �. �u s. ?s7-, d _ ,.. ,,. ,.-Sr�+ �. - ��i :::.r, ,,._ :,_,. 7 -� -av .�i ,`i, :c:� :f; 4-�: vr" t.. .�"Y�.Y- i-.i r t�;1.. .',.,, �._..: '. -{ . -1 _,....r.:. n �1 4 .s :: a}Z ! ry lit -fir -L, i' zaz. r S' t- 1. S>7:.J .:r-. ,r.....r w.. r: _-'-�?'....:.....4...'!.. ,... r.- ' ,.. � I 1 ., i.r+r't [.. -at� 4 t y.:�� " v:_ ) <IJ. s gt_�-x;,.;,= i+•t!. � k. _'If iq[, �'�. :.: -' L!:- .a �:-.,��,: �r', y. = -....�J _ :: ) .- - .-'<e.'_:�.:�. t;...n�:, x�...,'1 � 1 ri,- 1[ 'r}r t:. .._....rG.. i-t..);,>.•....I, j. r ,r e u x;. • C'� �:_...,,- .z�..._ ,�._ ,e_.._. ... -�� ,...., ,... � .:............_...:fit.:..,....:1,,.....•_.,.. .._ ..._. lr r_...... .. _...., . .., ;.,_ .. 1 Ill .�. /\AIAt \ 11EACH A t\vAl .:14EAci, _. ;:i r• te CONTACT'CENTER SOLUTIONS ACKNOWLEDGMENT LETTER Proposers shall Incorporate in their Proposal the following letter attachment on the Proposor's letterhead stationary; l E:RFP NO. 022-2013ME FOR CALL CENTER SERVICES Dear Sir or Madame: I have read,the City of Miami Beach's latest request regarding RFP NO, 022-2013ME for Call Center Services."On behalf of our.Proposal team,we have submitted the following documents to -- - ----'-- -- incorporate as pert of our proposal--subretissidrti:- — ---'-- --- - -- ------- ---- - --- ---'—-----'-------- --— • Client References • Project Team Resumes Slricerel , �- [NAME AND TITLE] — ——[ORGANIZATION]. - --- ----- - — — -- -' -- — —' ----- ------ — [PFOPOSR'S NAME REFERENCES CURRENT CLIENT REFERENCES PAST CLIENT REFERENCES USA TODAY SYNAPSE GROUP Gary Evans Bill Wade Director of Circulation&Retention Marketing VP, Business Operations P: 703.629.8986 P:203.391.0760 Services: Care, Retention Publication Services E: bwade@synapsemail.com Services: Sales,Customer Support,&Retention • WINDSTREAM COMMUNICATIONS Summary:Since 2.006 Inktel has supported the Retention, Mike Bek Director Acquisition and general care services for this leading continuity Marketing&Segment Management firm. Inktel has implemented a "Super Saver"core team who P: 501.748.6433 achieves 24%+retention rates and earns the highest monetary E: michael.bek @windstream.com reward through a priority queue. Type:Acquisition, Retention, Cross&Up sell Services Value: $1MM per annum WALMART Tina Kurtz Director, Customer Experience P:XXX - - ET-XXX --- -- — — -- -- --- Type: Retail Care&Customer Engagement Strategies • JWT/UNITED STATES MARINE CORPS Zuzana Purcell Director,Account Supervision P:404.365.7344 E:zuzana.purcell @jwt.com Services: Inbound and outbound prospect generation,fulfillment and data entry services. SUMMER DENNIS 3299 NW 53rd Circle, Boca Raton, FL 33496 (857) 829-3818• summeridennis(a�hotmail.com EXECUTIVE-LEVEL MANAGEMENT Seasoned executive with experience driving process efficiencies, revenue growth, and margin improvements for Fortune 100 organizations. Strategist with international client interaction and best practice implementation experience. Insightful leader and team builder excelling in operations, P&L management, and client satisfaction. KEY STRENGTHS P&L Ownership • Operations Management • C-Level Consultation • Organizational Management, Leadership, and Development• International Experience • Strategic Analysis PROFESSIONAL EXPERIENCE INKTEL CONTACT CENTER SOLUTIONS, Miami Lakes, Florida • October, 2009—Present A reading provider of APO solutions specializing in call center senvicesio—Fortune X00 companies President and Chief Operating Officer • Responsible for all contact center divisions including Operations, Client Services, Quality Assurance, Implementations, and Training. • Responsibility for company-wide P&L. • Senior Executive sponsor of Female Leadership Working Group. Vice President, Client Services • Senior Executive leader of three divisions: Client Services, Quality Assurance, and Implementations. • Fostered relationships with CEOs and other C-level executives. ARISE VIRTUAL SOLUTIONS, Miramar, Florida •April, 2008—October, 2009 The largest, global virtual service provider specializing in call center outsourcing using home-based agents Director, Retail & Energy Client Group (January, 2009—October, 2009) • P&L responsibility for a $25M portfolio that included seven Fortune 500 organizations. • Owned, established, and developed VP and executive-level client relationships. Operations • Drove 15% YOY revenue growth. • Led team of account executives responsible for developing strategies and initiatives to improve agent performance, grow account profitability, and drive client satisfaction and value. Leadership • Served as member on the Board of Directors of the Virtual Services Corporation Professional Association. • Led the corporate philanthropy program with Habitat for Humanity. • Co-chaired the Women's Initiative Network. Director, Performance Engineering (April, 2008 —December, 2008) • Innovated and architected enterprise-wide margin improvement programs that drove greater profitability. • Reduced compensation costs by 23% while maintaining performance consistency and quality. OFFICE DEPOT, Delray Beach, Florida • May, 2007 - March, 2008 Page 1 of 2 SUMMER DENNIS 3299 NW 53`d Circle, Boca Raton, FL 33496 (857)829-3818• summeridennishotmail.com Senior Manager, Business Development • Managed pursuit of$5M-$20M international business acquisitions. Strategy/M&A • Developed entry strategy into emerging markets. • Assisted with annual corporate strategic plan. Analysis and Financial Modeling • Performed analysis and valuation of market competition and potential domestic and international acquisition targets. • IBM, Multiple Latin American Countries • June, 2002 to August, 2005 Team Leader, Internal Audit _ • Led audit engagements of IBM organizations in Latin America in eight different countries. • Established and developed C-level relationships with audit clients. EDUCATION Master of Business Administration Harvard Business School Bachelor of Business Administration, with high honors, in Finance Bachelor of Arts, with highest honors, in Spanish and Portuguese - - - -- ----- - -- — -- -The--University_of Texas-- ---- ---- - - - - CERTIFICATIONS Certified Internal Auditor LANGUAGE SKILLS Fluent in Spanish and Portuguese NONPROFIT WORK Board Member, Greater Palm Beach County Chapter of Juvenile Diabetes Research Foundation Page 2 of 2 Marion Williams President, Society for Information Management- S. FL Chapter, Contact Center Technology Expert marlonjwilliams@gmail.com Summary 1_1_11_ II_ ._.I_II I I(/911U * IAIU[ ICJ * Designed and developed transformational technology solutions for healthcare industry with a high degree of success; streamlined technology operations for leading direct marketing organization; exceptional proficiency in various technology disciplines. Successfully started and sold 5-year old health care technology business,Firstaid Software,to SmartMD; inventor of several patent-pending technologies. Theoretical and practical expertise in the following domains: a.Network design and management-MPLS,Metro-E,BGP, Cisco IOS,DNS,AD,DHCP, Windows, Group Policy,Linux b.Telecommunications -T1,DS3, TDM,Avaya,Aspect, Apex,Asterisk,VoIP(H323/SIP) c. Software design and development-WISC (Windows,IIS, SQL, C#), LAMP(Linux,Apache,MySQL/Mono, Php),HTML5,CSS3,AJAX,jQuery d. Startup incubation- business planning,market analysis,beta testing,raising capital/funding,sales and marketing, intellectual property/capital security Experience Treasurer,STEM Advisory Board at Miami-Dade County Public Schools October 2012 - Present(5 months) President, South Florida Chapter at Society for Information Management February 2012 - Present(I year 1 month) Director,Information Services at Inktel January 2003 - Present(10 years 2 months) Responsible for application development initiatives Pagel Chair,Finance Committee-AOIT at Miami-Dade County Public Schools August 2011 - October 2012 (1 year 3 months) Vice President of Technology at SmartMD April 2008 - January 2009 (10 months) Strategic consulting position, controlling direction/integration of Internet medical services strategy for electronic medical records; ePrescribing; billing and revenue cycle management; dictation and transcription; and T IIPAA compliance. President and CEO at Firstaid Software April 2003 - March 2008 (5 years) Business development; customer aquisition and.retention; technology strategies;forming strategic alliances. Started company from ground up for eventual sale to SmartMD. • Skills & Expertise - - - Vendor-Management- - - - - — - - Team Leadership Program Management Project Management Strategic Planning Business Analysis • Team Building IT Management SaaS Information Technology - --- - Process Improvement — ----- - --- - -- - - — - ---- ----- ---- Management Change Management Business Intelligence Ed.0 cati Ot'l- Kaplan University B.S.,Information Technology,2007-2008 Miami Dade College A.A., Computer Information Systems,2001 - 2003 Central Florida Vocational B.S.A., Software Engineering,Business Management, 1997-2001 Page2 Justin N. Knight 2547 NW 315`Ct Cell(773)330-8198 Oakland Park,FL 33309 juknight @hotmail.com CAREER SUMMARY A results-oriented professional with thirteen years of progressive experience in Account Service,Leadership,Process Improvement and Project Management. Areas of knowledge and skills include: • Project Management/Leadership • System and Process Development ► Training and Development ► Recruitment, Selection&Hiring • Advertising/Marketing Strategies • Financial Statement Analysis and Management • Team Facilitation • Internet/Print Marketing&Value Added Selling PROFESSIONAL EXPERIENCE Inktel Contact Center Solutions 05/09—present Miami Lakes,FL Director, Quality Assurance (11/12—Present) Responsible for the oversight of quality for all client projects at Inktel. • Consistently exceed clients' quality expectations and drive ongoing improvement. • _Manage a team of 25 Quality Coaches and 2_Quality Managers. • Oversee the professional development for my team. • Manage the P&L for the Quality Department and ensure budgetary obligations are met. Account Executive, Client Services (05/09— 11/12) Manage client relationships and be primary point of contact between Inktel and my clients. • Oversee projects and ensure they meet client objectives and contractual obligations. • Was Account Executive for multiple clients,including Inktel's largest account. • Achieve year-over-year actual growth that exceeded budgeted growth. • Ensured my accounts were at or under budget expenses and that the client spend was managed appropriately. • Received the Inktel Employee of the Month award 3 times. Miami Herald Media Company 10/06—05/09 Miami,FL Advertising Account Executive, Outside Sales (10/06—05/09) Manage Advertising territory in excess of$4 million in sales of print and online products annually by providing outstanding customer service for existing customer base and generating consistent new business. • Manage account base of 200+customers and provide year-over-year revenue growth during difficult period for media companies. • Achieve sales goals/quotas for each month and quarter by maintaining relationships with customers and working with them to fulfill their business needs. ▪ Realize 120%of sales revenue goal for multiple months in 2007 and over 200%of goal for specific niche products. • Coordinate with all advertising departments to ensure on-time delivery of a myriad of products to my customers. • Develop and adhere to customers' advertising budgets and provide reporting on contract performance. • Maintain leadership role in my department by providing on-going training for newer team members. • Delegate worlcflow to three Sales Assistants and oversee that work to guarantee flawless execution. PeopleScout/SeatonCorp 9/00— 10/06 Chicago, IL Account Manager (6/04—10/06) Most Senior Manager at a$9 million Advertising Agency responsible for providing advertising solutions to medium and large size global employers. • Manage$4-$5 million(15,000 transactions)in annual advertising spend over 5 accounts and a staff of 6 coordinators. • Integral role in growth of agency sales from$250K to$9mil in annual sales in just 2 years. • Create a work environment where employees were challenged,productive,motivated,mentored,and consistently adhere to the company's commitment to outstanding customer service. • Responsible for hiring and training of all new department staff,during growth in number of staff from 2 to 20 in period of 2 years. • Onboard all new clients and manage their transition to permanent account team,in addition to my own accounts. E Develop,implement,and analyze client media plans and strategies that increase cost effectiveness and effectively communicate a consistent brand. • Provide input and ideas to senior management to guide the future growth,direction and competitiveness of the entire corporation. • Central responsibility for back-office support team in India including:hiring,training,oversight,quality assurance and staff development. National Media Buyer (9/00-6/04) Sole Manager for all sourcing initiatives for internal client,reported directly to President. • Integral role working with President and SeatonCorp Partner to create new product and department,CopyScout, as a marketable advertising agency. • Responsible for development of all sourcing strategies in order to hire 50,000 employees annually for internal staffing company. • Managed all functions for staff of two coordinators in India. EDUCATION Bachelor of Science in Political Science; May 2000 - - 3.-5-GP-A out-of-4.0,-Top-10%-of class—- - - ----- -- -- - - - - - - Western Illinois University;Macomb,IL AWARDS • March 2012 Inktel Employee of the Month • January 2011 Inktel Employee of the Month ® December 2009 Inlctel Employee of the Month a 2008 Q4 Sales Professional of the Quarter,Advertising Division,Miami Herald Media Company • 2007 Customer Service Outstanding Contributor,Advertising Division,Miami Herald Media Company • 2007 Q2 Sales Professional of the Quarter,Advertising Division,Miami Herald Media Company - • 2005 PeopleScout Client Service Award • 2004 PeopleScout Strategic Award for Product • 2004 SeatonCorp Service Award ▪ 1998 National Educational Debate Association,National Champion References available upon request. • Carlos G. Escar 6820 Winged Foot Dr.,Hialeah,FL 33015 (954)599-7839•CarlosGEscar @gmail.com Education Florida International University,Miami,FL Bachelor of Business Administration Major:Marketing Minor: Hospitality Management Dean's List: Summer 2010, Spring 2012,and Summer 2012 Professional Experience Inktel Contact Center Solutions,Miami Lakes,FL January 2013-Present Account Executive > Serve as a primary liaison to numerous clients. > Develop new client relationships and enhance existing relationships. Communicate with operations and other departments to outline responsibilities and work plans. > Effectively communicates details of direct marketing programs to sales,operations,IT, -- --- - -and-other-departments assigned-with the-successful-delivery-of these-programs. - - - -- - - - — Aventura Auto Gallery,North Miami Beach,FL June 2010-January 2013 Internet Marketing Manager 9 Oversaw and implemented Social Media Business Plan. > Managed and updated 100%of Social Media Sites(Facebook,Twitter, Google+,etc). > Implemented Reputation Management Process. > Established eBay/Craigslist marketing platform,which resulted in 20% sales penetration. • Received and responded to incoming sales phone calls. • Received and answered Internet leads maintaining a 15%closing ratio. Rick Case Honda Powerhouse,Weston,FL June 2008-June 2010 — -- Internet Sales------ - -- - --- - - --- -- -- -- - - - > Managed 50 incoming Internet and sales phone calls per day maintaining a 10%closing ratio. > Increased monthly gross profit of$20,000 on closed Internet customers. > Improved non-buyer be-back customer by 100%. Potamkin Rivera Dodge,Hialeah,FL August 2006-November 2007 Parts Inventory Management Assistant > Assisted in 11 million dollars in inventory control. • Contributed in creation of monthly parts flyer. > Communicated to businesses and local customers of special order parts arrivals. Dieguez&Associates,LLC,Miami Lakes,FL May 2006-August 2006 File Clerk > Opened and processed new legal files. • Communicated and corresponded with clients via phone and email. > Created digital records. Affiliations Florida International University,Miami,FL • AMA Member 2010-Present Jorge Bermudez —305.450.0242—jorber09 @gmail.corn • PROFILE Direct and oversee all aspects of the company's operational policies,objectives,strategies and initiatives associated with the Call Center in order to maintain the integrity,quality and satisfactory performance of the company and ensure company goals and initiatives are met. SKILLS SUMMARY/LEADERSHIP DEVELOPMENT COURSES Customer Service*Proficient in Microsoft Word,Outlook,Excel,Power Point*Principles&Qualities of Genuine Leadership*Providing Constructive Feedback*Speaking to Influence Others*Motivation-Moving from Desire to Commitment*Giving Recognition*Hiring Skills for Manager*Operations Manager's Skills Training Program*Project Management*HR Law 101*Idea University*Achieve Global Course EMPLOYMENT HISTORY INKTEL CONTCAT CENTER SOLUTIONS- Supervisor/Opera dons Manager 2006—Present o Create and maintain reports that track key performance indicators. Analyze trends and proactively adjust strategies,staffing levels,or management to achieve maximum performance. Facilitate workflow and identify process improvement opportunities. o Support achievement of the company's budget and monthly revenue goals through proper cost-effective use of resources,staffing and expense management,inclusive of overtime and temporary employee use. o Improve the delivery of quality service through effective monitoring programs to build greater customer satisfaction,loyalty and retention. o Nurture and maintain positive working relationships with internal departments,clients,outside vendors and industry colleagues. o Establish,implement,and monitor procedures and standards to ensure efficient integration and utilization of resources to meet established goals,metrics and objectives. Ensure procedures and standards comply with local,state and federal laws and regulations relevant to the call center industry. P Y �' try. o_ Coordinate effective recruitment efforts and establish,implement,monitor and maintain staffing, scheduling and training that ensures company objectives are met. o Prepare and provide reports to senior business tine management outlining daily,weekly and monthly performance,trends and opportunities including budgeting and forecasting. o Incorporate the company's values and best practices into all business staff development and all departmentally directed activities. o Manage all shared programs (25 accounts)escalations;communicate directly with the client to develop solutions to customer inquiries. EDUCATION MIAMI DADE COLLEGE Miami,FL 2001-2003 Major:Business Administration Awards • S.T.R.I.V.E Awards winner-Q2 2012 • Two-Time Islands of the Bahamas Agent of e Three-Time Employee of the Month winner the Year Gan 2008m Oct 2008,July 2010) e Two-Time Employee of the Month-Pod 3 Dept Call Disposition: The outcome of a call. Disposition categories created by Inktel and the City will be reviewed periodically and modified as needed. After Call Work Time: Time agent works after disconnect to complete call and then record the Call Disposition. Customer Satisfaction is defined as a customer scoring the Service during a call experience in the `satisfied' to `very satisfied' range on this four point scale: `very unsatisfied,' `unsatisfied,' `satisfied' and `very satisfied'. REPORTS: Agent Disposition: The report captures the count per disposition. Total Minutes by Queue: The report captures the total Handle Time for each phone number serviced by Inktel. 1/2 Hour Interval: Report captures the number of incoming calls, calls answered by live agents and calls abandoned; and the average time to abandon, average time to answer, average handle time, average hold time, average after call work time and average call duration. Service Level: Report captures the percent of calls within the service goal (80% within 20 seconds) as well as interval reporting for # and % of calls answered within: over 20 seconds up to 45 seconds, 46 seconds up to 1 minute and over 1 minute respectively. Custom report will be subject to charge. PERFORMANCE STANDARDS: Abandoned Rate will not exceed three percent (3%). This abandonment rate will exclude any calls abandoned within 15 seconds of entering the queue. The queue is the point in the call flow process at which the call is first eligible to be directed to a Contact Center Agents workstation for handling. Service level goal will be eighty percent (80%) of all calls within 20 seconds. The average time to Answer will not exceed 30 seconds. An 85% Customer Satisfaction level must be maintained. The method to capture satisfaction levels on the four point scale will be designed by Inktel and the City jointly, and monitored by the City. Inktel will provide the City with daily Agent Disposition reports, daily Total Minutes by Queue reports, 'A Hour Interval reports and Service Level by 1/2 Hour reports during all operating days or hours, as applicable. Liquidated Damages The Contract Center provider will respond to 80% of the calls within 30 seconds; failure to meet this performance standard will result in 1% reduction from the quoted rate. If the Contract Center provider can respond to 80% of the calls within 20 seconds, this will result in a 1% increase over the quoted rate. If the abandonment rate exceeds 5%, this will result in 1% reduction from the quoted rate. If the abandonment rate is 2% or less, this will result in a 1% increase over the quoted rate The contractor is expected to maintain by November 1, 2014 customer satisfaction rate, based on the internal tracking system to be developed by Inktel and monitored by the City. Failure to maintain the desired customer satisfaction rate will result in 2% reduction from the quoted rate, and if Inktel exceeds 90% customer satisfaction rate, this will result in a 2% increase over the quoted rate. Attachment D Insurance Certificate ATTACHMENT C 1. Fees. CLIENT shall pay Inktel for the Services at the rates shown in the tables below for each calendar month: i. Main Fees. Non-Living Wage Shared Agent Cost Per Production Minute $.70 per minute Non-Living Wage Dedicated Agent Cost Per Hour per $26.00 per worked hour Living Wage Shared Agent Cost Per Production Minute $.78 per minute Living Wage Dedicated Agent Cost Per Hour per $28.00 per worked hour TBD based on Set Up Fees implementation and reporting needs Attrition Training Hours Included Training Cost Per Agent Per Hour $18.00 per training hour Pursuant to Article VI(7). g P g � ) Custom Reporting and Development and Telephony programming(as needed) $125 per hour Project Management cost Project Management not to exceed$900 without $90 per hour notifying CLIENT. Script Development Fee $90 per hour Digital Recording Included Team Supervisor/Quality Assurance Included Development of TDD TBD 2. Handle Minute Billable Unit. "Handle Minute" shall include, talk, wrap, transfer,hold time, and off-line customer facing work. Handle minute does not include breaks and pre-shift meetings. Training Hour Billable Unit. "Training Hour" shall include the period of time between the time that an agent clocks into and clocks out of Inktel' time keeping system during initial and on-going training period. ATTACHMENT D ��—m141 INKTE-2 OP ID:KS A ®' CERTIFICATE OF LIABILITY INSURANCE [ DATE{M6/2014) 1411612014 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER.THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER,AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED,the policy(ies)must be endorsed. If SUBROGATION IS WAIVED,subject to the terms and conditions of the policy,certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). PRODUCER CONTA Alex Garcia J Linq Risk Management,LLC NAME: PHONE FAX 305.648-2469 2100 Ponce de Leon Blvd,#601 PHONE N9.Eat):305-648-2445 (Arc,Hot: Coral Gables,FL 33134 E-MAIL Alex Garcia ADDRESS: INSURER(S)AFFORDING COVERAGE _ NAIC# INSURER A:Travelers Indemnity INSURED Inktel Holdings Corp. INSURER B:Hartford Insurance Inktel Contact Center Solution ID Commerce&Logistics,LLC INSURER C: Inktel Govn't BPO Services INSURER a: Christine Guzman , E: 13975 NW 58th Court INSURER F: COVERAGES CERTIFICATE NUMBER: REVISION NUMBER: THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT,TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH.THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES.LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. TYPE OF INSURANCE INSR SUER POLICY NUMBER (MMILDDYIYYYY) (MM1DDNYYY) LIMITS IFLITSRR INSR bfVD GENERAL LIABILITY EACH OCCURRENCE $ 1,000,000 ZL.P14P66409 03/01/2014 03/0112015 DAMAGE TO RENTED 250,000 A X COMMERCIAL GENERAL LIABILITY PREMISES(Ea occurrence) $ CLAIMS-MADE [Xi OCCUR MED EXP(Any one person) $ 10,000 PERSONAL BADV INJURY $ 1,000,000 GENERAL AGGREGATE $ 2,000,000 +GEN'LAGGREGATEUMITAPPLIESPER: PRODUCTS-COMP/OPAGG $ 2,000,000 Ti POLICY Ti ECT fl LOC _ Emp Ben. $ 1M/3M AUTOMOBILE LIABILITY (Eaacent)SINGLE LIMIT 1,000,000 A X ANY AUTO BA4B001826 03101/2014 0310112015 BODILY INJURY(Per person) $ - ALL OWNED SCHEDULED BODILY INJURY(Per accident) $ AUTOS NON-OWNED PROPERTY DAMAGE $ HIRED AUTOS ! AUTOS (PER ACCIDENT)• -- Medical $ 10,000 X UMBRELLA LEAS OCCUR EACH OCCURRENCE $ 5,000,000 A - EXCESS LIAB ___ CLAIMS-MADE ZLP14P66409 03101/2014 0310112015 AGGREGATE $ 5,000,000 DED X RETENTIONS 1 0,000 $ WORKERS COMPENSATION WC STATU- OTH- TORY LIMITS ER AND EMPLOYERS'LIABILITY 1�QQO�000 B ANY PROPRIETOR/PARTNERIEXECUTIVE Ya 21WEAG3811 10101/2014 1010112015 EL EACH ACCIDENT $ OFFICER/MEMBER EXCLUDED? N r A (Mandatory in NH) E.L.DISEASE_EA EMPLOYEE$ 1,000,000 if describe under EL DISEASE-POLICY LIMIT $ 1,000,000 DESCRIPTION OF OPERATIONS below A E&OlCyber ZPL14P71014 0310112014 03/01/2015 Limit 1,000,000 Ded 25,000 DESCRIPTION OF OPERATIONS I LOCATIONS I VEHICLES(Attach ACORD 101,Additional Remarks Schedule,if more space is required) r Q Certificate Holder is Additional Insured is respect to General Liability and � � Auto Vd �4 C $419171‘Agt - CERTIFICATE HOLDER CANCELLATION SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN The City of Miami Beach ACCORDANCE WITH THE POUCY PROVISIONS. 1700 Convention Center Drive " Miami Beach,FL 33139 AUTHORIZED REPRESENTATIVE Alex Garcia L @ 1988-2010 ACORD CORPORATION. All rights reserved. ACORD 25(2010105) The ACORD name and logo are registered marks of ACORD SECTION VI—SPECIAL TERMS AND CONDITIONS: INSURANCE The successful Proposer(s) shall obtain, provide and maintain, during the term of the contract, the following types and amounts of insurance, which shall be maintained with insurers licensed to sell insurance in the State of Florida and have a B+ VI or higher rating in the latest edition of AM Best's Insurance Guide: Commercial General Liability. A policy including, but not limited to, comprehensive general liability, including bodily injury, personal injury, property damage, in the amount of a combined single limit of not less than $1,000,000. Coverage shall be provided on an occurrence basis. The City of Miami Beach must be named as certificate holder and additional insured on policy. 1. Workers' Compensation and Employer's Liability per the statutory limits of the state of Florida. 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). 3. Automobile Liability - $1,000,000 each occurrence - owned/non-owned/hired automobiles included. Worker's Compensation. A policy of Worker's Compensation and Employers Liability Insurance, in accordance with worker's compensation, laws as required per Florida Statutes. Said policies of insurance shall be primary to and contributing with any other insurance maintained by Proposer or City, and shall name the City of Miami Beach, as an additional insured. No policy can be canceled without thirty (30) days prior written notice to the City. The successful Proposer(s) shall file and maintain certificates of all insurance policies with the City's Risk Management Department showing said policies to be in full force and effect at all times during the course of the contract. Such insurance shall be obtained from brokers of carriers authorized to transact insurance business in Florida and satisfactory to City. Evidence of such insurance shall be submitted to and approved by City prior to commencement of any work or tenancy under the proposed contract. If any of the required insurance coverages contain aggregate limits, or apply to other operations or tenancies of Proposer(s) outside the proposed contract, Proposer(s) shall give City prompt written notice of any incident, occurrence, claim settlement or judgment against such insurance which may diminish the protection such insurance affords the City. Proposer(s) shall further take immediate steps to restore such aggregate limits or shall provide other insurance protection for such aggregate limits. FAILURE TO PROCURE INSURANCE: The successful Proposers' failure to procure or maintain required the insurance program shall constitute a material breach of the contract. RFP No:022-2013ME Call Center Services 12/24/2012 22 of 53 City of Miami Beach INSURANCE CHECK LIST 1. Workers' Compensation and Employer's Liability per the statutory limits of the state of Florida. 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). 3. Automobile Liability - $1,000,000 each occurrence - owned/non-owned/hired automobiles included. 4. The City must be named as an additional insured on the liability policies; and it must be stated on the certificate. 5. Thirty(30) days written cancellation notice required. 6. Bests guide rating B+:VI or better, latest edition. 7. The certificate must state the RFP number and title PROPOSER AND INSURANCE AGENT STATEMENT: I understand the Insurance Requirements of these specifications and that evidence of this insurance may be required within five (5) days after Proposal opening. If I am selected as the successful Proposer, I further understand and agree and acknowledge that failure to procure or maintain the required insurance policy shall constitute a material breach of the contract by which the City may immediately terminate same. For Proposer/Print Name I Title Signature of Proposer RFP No:022-2013ME Call Center Services 12124/2012 23 of 53 City of Miami Beach • • . i (NKTE-2 OP ID:AG r A(:)0WEY CERTIFICATE OF LIABILITY INSU NCE DATE(MMlODIYYYI) ‘ft......*---- i} 04/012014 _• This CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES i BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER,AND THE CERTIFICATE HOLDER. i IMPORTANT: If the certificate holder is an ADDITIONAL INSURED,the policy(ies)must be,endorsed. If SUBROGATION 1S WANED,subject to the terms and conditions of the policy,certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). PRODUCER NAME: Alex Alex Garcia Ling Risk Management,LLC 2100 Ponce de Leon Blvd,#801 (1C,No,Extl:305-648-2445 FAX,No):3!}5-648 2469 Coral Gables,FL 33134 E-MAIL Alex Garcia ADDRESS: INSURER(S)AFFORDING COVERAGE NAIC 4 INSURER A:Travelers indemnity INSURED Inktel Holdings Corp. INSURER B:Hartford Insurance •• Inktel Contact Center Solution ID Commerce&Logistics,LLC INSURER C: • Inktel Govn't BPO Services INSURER D Albert Llodra • 13975 NW 58th Court INSURER E: • Miami Lakes,FL 33014 INSURER F: • COVERAGES CERTIFICATE NUMBER: REVISION.NUMBER: THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD • INDICATED. NOTWITHSTANDING ANY REQUIREMENT,TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN,THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, , EXCLUSIONS AND CONDITIONS OF SUCH POLICIES.LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR DDLISUBR I POLICY EFF POLICY EXP LTR TYPE OF INSURANCE ,_ ,t.Lt, POLICY NUMBER MINDDlYYYY MMSOD LIMITS • GENERAL LIABILITY EACH OCCURRENCE $ 1,000,000 , A X COMMERCIAL GENERAL LIABILITY ZLP14P66409 03/01/2014 03/01/2015 PDREM GE S(6E Eo a DtErrence) $ 250,000 I CLAIMS-MADE I X OCCUR MED EXP(Any one Berson) $ 10,000 • PERSONAL&ADVINJURY $ 1,000,000 GENERAL AGGREGATE $ 2,000,000 GEN'L AGGREGATE LIMIT APPLIES PER: PRODUCTS-COMP/OP AGG $ 2,000,000 ---1 POLICY.7 28: n LOC Emp Ben. $ 1M/3M 1 AUTOMOBILE LIABILITY COMBINED Bd }SIhNGLE-LIMIT $ 1,000,000 A X ANY AUTO BA4B001826 03/01/2014 03/01/2015 BODILY INJURY(Per person) $ ALL UTOS OWNED SCHEDULED AUTOS BODILY INJURY(Per accident) $ HIRED AUTOS NON.OWNED PROPERTY DAMAGE -_-� AUTOS (PER ACCIDENTS $ . Medical $ 10,00C X UMBRELLA LIMB OCCUR EACH OCCURRENCE $ 5,000,000 — 1 A EXCESS LIAR CLAIMS-MADE ZLP14P66409 03/01/2014 03/01/2015 AGGREGATE `$ 5,000,000 • 'DED I X I RETENTIONS 10,000 $ WORKERS COMPENSATION WC STATU- OTH- AND EMPLOYERS'LIABILITY �.!N /TORY LIMITS I ER • B ANY PROPRIETOR/PARTNER/EXECUTIVE El 21 WEAG3$11 10/01/2013 10/01/2014 EL.EACH ACCIDENT $ 1,000,000 OFFICER/MEMBER EXCLUDED? N 1 A (Mandatory In NH) ' If yes,describe under SL.DISEASE-EAEMPLOYEE$ 1,000,000 DESCRIPTION OF OPERATIONS below E.L.DISEASE-POLICY LIMIT $ 1,000,000 A E&O/Cyber ZPL14P71014 03/01/2014 03/01/2015 Limit 1,000,000 Ded 25,000 DESCRIPTION OF OPERATIONS!LOCATIONS!VEHICLES(Attach ACORD 101,Additional Remarks Schedule,If more apace Is required) epyt:44, Certificate Holder is Additional Insured in respect to General Liability and Auto .( `'-D1/4—1 Lr . • CERTIFICATE HOLDER CANCELLATION I SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE The City of Miami Beach THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN 1700 Convention Center Drive ACCORDANCE WITH THE POLICY PROVISIONS. Miami Beach,FL 33139 AUTHORIZED REPRESENTATIVE Alex Garcia 1 ©1988-2010 ACORD CORPORATION. All rights reserved. ACORD 25(2010/05) The ACORD name and logo are registered marks of ACORD J EXHIBIT 66C" 1. Fees. CLIENT shall pay Inktel for the Services at the rates shown in the tables below for each calendar month: i. Main Fees. Non-Living Wage Shared Agent Cost Per Production Minute $.70 per minute Non-Living Wage Dedicated Agent Cost Per Hour per $26.00 per worked hour Living Wage Shared Agent Cost Per Production Minute $.78 per minute Living Wage Dedicated Agent Cost Per Hour per $28.00 per worked hour TBD based on Set Up Fees implementation and reporting needs Attrition Training Hours Included Training Cost Per Agent Per Hour $18.00 per training hour Pursuant to Article VI(7). Custom Reporting and Development and Telephony programming(as needed) $125 per hour Project Management cost Project Management not to exceed$900 without $90 per hour notifying CLIENT. Script Development Fee $90 per hour Digital Recording Included Team Supervisor/Quality Assurance Included Development of TDD TBD 2. Handle Minute Billable Unit. "Handle Minute" shall include,talk, wrap,transfer,hold time, and off-line customer facing work. Handle minute does not include breaks and pre-shift meetings. Training Hour Billable Unit. "Training Hour" shall include the period of time between the time that an agent clocks into and clocks out of Inktel' time keeping system during initial and on-going training period.