2015-29227 Reso RESOLUTION NO. 2015-29227
A RESOLUTION OF THE MAYOR AND CITY COMMISSION OF
THE CITY OF MIAMI BEACH, FLORIDA, ACCEPTING THE
CITY MANAGER'S RECOMMENDATION BY 5/7THS VOTE .
AND WAIVING THE COMPETITIVE BIDDING REQUIREMENT,
FINDING SUCH WAIVER TO BE IN THE BEST INTEREST OF
THE CITY, AND APPROVING AND AUTHORIZING THE
MAYOR AND CITY CLERK TO EXECUTE AN AGREEMENT
WITH ETC INSTITUTE INC., IN THE AMOUNT OF $85,572, TO
CONDUCT THE CITY'S 2016 COMMUNITY SATISFACTION
SURVEYS.
WHEREAS, pursuant to Resolution No. 2006-26341, the Mayor and City Commission
adopted the recommendation of the City's Budget Advisory Committee to create a strategic plan
that identifies multi-year strategic priorities (Key Intended Outcomes) with corresponding result
measures for each priority; and
WHEREAS, in 2005, the City formalized its performance-based approach for allocating
resources based on the priorities identified in the City's Strategic Plan and based on supporting
department work plans developed in accordance with the City's Excellence Model; and
WHEREAS, the City's Excellence Model is a strategic measurement-based model for
continuous improvement; and
WHEREAS, the City's Vision reflects the priorities established at the strategic level,
based on customer input and environmental scan information; and
WHEREAS, a key component of the City's Strategic Plan is to obtain input from the
City's residents and business owners through the City's Community Satisfaction Surveys, which
have been conducted biennially since 2005; and
WHEREAS, since 2005, the City has engaged professional consulting companies to
conduct Community Satisfaction Surveys to a statistically valid sample of residents and
businesses in the City of Miami Beach to gauge community satisfaction levels corresponding
with the strategic priorities set forth in the City's Vision; and
WHEREAS, the Community Satisfaction Surveys enable the City to make data-driven
decisions regarding the City's basic services and strategic initiatives, thereby allocating
resources to priorities identified by community stakeholders; and
WHEREAS, the City Manager recommends that the Mayor and City Commission
approve and authorize the Mayor and City Clerk to enter into an agreement with ETC Institute
Inc. ("ETC Institute") to conduct the City's 2016 Community Satisfaction Surveys to residents
and business owners; and
WHEREAS, ETC Institute has facilitated community surveys for Miami-Dade County,
Broward County, and the City of Fort Lauderdale with outstanding reviews; and
WHEREAS, ETC Institute proposes to use a large sample size (1,800 residents and
1,000 businesses), which will minimize sampling errors and allow the City to compare survey
results against national and regional benchmarks for more than 80 types of local government
services; and
WHEREAS, additionally, ETC Institute will develop Importance-Satisfaction matrices to
display the perceived importance of core services against the perceived quality of service
delivery; and
WHEREAS, this research, along with GIS mapping, will allow ETC Institute to generate
maps to visually show whether and to what extent residents and business owners are satisfied
with the delivery of services in different areas of the City; and
WHEREAS, the City's previous consulting firms did not offer many of the services
offered by ETC Institute; and
WHEREAS, the City Manager recommends that, pursuant to Section 2-367 of the City
Code, the Mayor and City Commission waive the competitive bidding requirement, finding such
waiver to be in the best interest of the City for the reasons set forth in this Resolution; and
WHEREAS, the City's agreement with ETC Institute is attached hereto as Exhibit "A".
NOW, THEREFORE, BE IT DULY RESOLVED BY THE MAYOR AND CITY
COMMISSION OF THE CITY OF MIAMI BEACH, FLORIDA, that the Mayor and City
Commission hereby accept the City Manager's recommendation by 5/7ths vote and waive the
competitive bidding requirement, finding such waiver to be in the best interest of the City; and
approve and authorize the Mayor and City Clerk to execute an agreement with ETC Institute
Inc., in the amount of$85,572, to conduct the City's 2016 Community Satisfaction Surveys.
PASSED and ADOPTED this 9th day of December, 2015.
ATTEST:
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Philip L vin,
May!I II
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ael E Granado '' ..
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City Clerk �•''
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COMMISSION ITEM SUMMARY
Condensed Title:
A RESOLUTION OF THE MAYOR AND CITY COMMISSION OF MIAMI BEACH, FLORIDA,
AUTHORIZING THE ADMINISTRATION TO EXECUTE AN AGREEMENT WITH ETC
INSTITUTE FOR COMMUNITY SATISFACTION SURVEY SERVICES
Key Intended Outcome Supported:
Ensure a universal culture of high-quality customer service is driving the conduct of the city
commission and all city employees; Streamline the delivery of services through all
departments
Supporting Data: N/A
Item Summary/Recommendation:
In alignment with the strategic planning process, as adopted by Commission, through
Resolution 2006-26341, the City has engaged a professional consulting company to conduct
bi-annual Community Surveys since 2005. The surveys will be conducted by telephone to a
statistically valid sample of residents and businesses in the City of Miami Beach to gauge
community satisfaction in selected areas.
The proposed vendor, ETC Institute, has facilitated community surveys in more than 500 cities
and counties including both Ft. Lauderdale, Coral Springs, Miami-Dade County, and Broward
County with outstanding reviews. This organization will also provide an additional GIS
mapping service that was not offered by the previous vendor to provide more accurate data
and perceptions in each part of the city.
Pursuant to Miami Beach City Code, Section 2-312, professional services are unique in their
nature and are not subject to competition. ETC Institute qualifies as a management consulting
firm, and therefore, is exempt from the competitive requirements.
Financial Information:
Source of Amount Account
Funds
General $85,000 011-9322-000367
Fund
City Clerk's Office Legislative Tracking:
John Woodruff, OBPI Director, ext. 6224
Sign-Offs:
Department Director Assistant City Manager City Manager
1�l / �
MIAMIBEACH lT�M A►CEAGENDA
MIAMIBEACH
City of Miami Beach, 1700 Convention Center Drive,Miami Beach, Florida 33139,www.miamibeachfl.gov
COMMISSIO MEMORANDUM
TO: Mayor Philip Levine and Members o the City Co 1 ission
FROM: Jimmy L. Morales, City Manager 1i
DATE: December 9, 2015
SUBJECT: A RESOLUTION' OF THE MAY 0 R AND CITY COMMISSION OF THE
CITY OF MIAMI BEACH, ' FLORIDA, AUTHORIZING THE
ADMINISTRATION TO EXECUTE AN AGREEMENT WITH ETC
INSTITUTE FOR COMMUNITY SATISFACTION SURVEY SERVICES.
BACKGROUND
The purpose of this Letter to Commission is to provide evidence supporting the
authorization of the administration to execute an agreement with ETC Institute to
conduct the 2016 Community Satisfaction Surveys to residents and business owners.
In 2005, the City formalized the performance-based approach for allocating resources
based both on the City's Strategic Plan priorities and on supporting department work
plans based on the City's Excellence Model. The City's Excellence Model is a strategic
measurement-based model for continuous improvement. It is driven by the City's Vision,
with priorities established at the strategic level based on customer input and
environmental scan information.
A key component of this process is the Community Satisfaction Survey. The first sets of
community surveys were conducted in 2005 and 2007. These were followed by focus
groups in 2006 and 2008 to get more in-depth information on issues identified through
the surveys. Additional surveys were conducted in 2009, 2012, and 2014. Questions
posed in the Community Satisfaction Surveys cover each of our City's priority areas in a
brief phone survey asking approximately 88 questions to residents and 95 questions to
business owners.
ANALYSIS
The proposed 2016 residential and business surveys will be the sixth set of
comprehensive statistically valid community satisfaction surveys since 2005. The 2016
survey will build upon previous surveys in that many questions asked in previous studies
will be included in the 2016 study allowing comparisons to be analyzed through historic
trends. With new initiatives and priorities evolving over time, additional questions have
been proposed addressing transportation, sea-level rise, sustainability, and resiliency.
Community Satisfaction Survey
December 9, 2015
Page 2
The administration has entered into negotiations with a new vendor, ETC Institute, a
market research consulting firm, which has specialized in the design and administration
of market research for governmental organizations since 1982. ETC Institute has
conducted research for more major U.S. communities than any other firm, including
Broward County, Ft. Lauderdale, Miami-Dade-County, Tamarac, and Coral Springs.
Both Ft. Lauderdale and Miami-Dade County have indicated extreme satisfaction with
the results of previously conducted surveys and have recommended them as a
reputable firm to engage.
In order to provide the most exhaustive and representative feedback our City
government receives from residents and businesses, ETC Institute's contract addresses
improvements in technology which will enable the City to further pinpoint strategic
direction. The large sample size proposed(1;800 residents and 1,000 businesses) will
produce minimal sampling errors and will be benchmarked with national and regional
benchmarking data for more than 80 types of local government services. Additionally,
ETC Institute will develop Importance-Satisfaction matrices to display the perceived
importance of core services against the perceived quality of service delivery. This
feature along with GIS mapping, which will allow for generation of maps to visually show
how satisfied residents and business owners are with the delivery of services in different
parts of the city, are some of the features ETC Institute provides that were not offered by
previous consulting firms.
ETC Institute, is identified as a management consulting firm, and in pursuance with
Section 2-312, Miami Beach City code, such professional services are unique in their
nature and are not subject to competition, and therefore is exempt from the competitive
requirements
CONCLUSION
The intended purpose of the Community Satisfaction Surveys is to gather crucial data on
general feedback and input from our residents and businesses on their level of
satisfaction with the services we provide, refine and develop priority areas for our
organization, and produce actionable recommendations for improvements to our
services. The administration recommends executing the negotiated contract with ETC
Institute which provides for strict adherence to an agreed upon deliverable schedule to
ensure timely delivery of data and in-depth presentations on all survey information.
JLM/JW/KEG
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PROFESSIONAL SERVICES AGREEMENT
BETWEEN THE CITY OF MIAMI BEACH, FLORIDA
AND
ETC INSTITUTE INC.
TO CONDUCT THE CITY'S 2016 COMMUNITY SATISFACTION SURVEYS
This Professional Services Agreement ("Agreement") is entered into this 9th day of December,
2015, between the City of Miami Beach, Florida, a municipal corporation organized and existing
under the laws of the State of Florida, having its principal offices at 1700 Convention Center
Drive, Miami Beach, Florida, 33139 ("City"), and ETC Institute Inc., a Kansas corporation
authorized to conduct business in Florida, whose address is 725 W. Frontier Circle, Olathe,
Kansas, 66061 ("Consultant").
SECTION 1
DEFINITIONS
Agreement: This Agreement between the City and Consultant, including any exhibits
and amendments thereto.
City Manager: The chief administrative officer of the City.
Consultant: For the purposes of this Agreement, Consultant shall be deemed to be an
independent contractor, and not an agent or employee of the City.
Services: All services, work and actions by the Consultant performed or undertaken
pursuant to the Agreement.
Fee: Amount paid to the Consultant as compensation for Services.
Risk Manager: The Risk Manager of the City, with offices at 1700 Convention Center
Drive, Third Floor, Miami Beach, Florida 33139; telephone number (305)
673-7000, Ext. 6435; and fax number (305) 673-7023.
SECTION 2
SCOPE OF SERVICES
2.1 In consideration of the Fee to be paid to Consultant by the City, Consultant shall provide
the work and services described in Exhibit "A" hereto (the "Services").
2.2 Consultant's Services, and any deliverables incident thereto, shall be completed in
accordance with the timeline and/or schedule in Exhibit "A" hereto.
SECTION 3
TERM
The term of this Agreement ("Term") shall commence upon execution of this Agreement by all
parties hereto, and shall have a term of two (2) years.
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Notwithstanding the Term provided herein, Consultant shall adhere to any specific timelines,
schedules, dates, and/or performance milestones for completion and delivery of the Services,
as set forth in the timeline and/or schedule referenced in Exhibit "A" hereto.
SECTION 4
FEE
4.1 In consideration of the Services to be provided, Consultant shall be compensated on a
fixed fee basis, in an amount not to exceed $85,572.00. The breakdown of Consultant's fee is
set forth in Exhibit "A".
4.2 INVOICING
Upon receipt of an acceptable and approved invoice, payment(s) shall be made within thirty (30)
days for that portion (or those portions) of the Services satisfactorily rendered (and referenced
in the particular invoice).
Invoices shall include a detailed description of the Services (or portions thereof) provided, and
shall be submitted to the City at the following address:
John Woodruff, Budget Director
Office of Budget and Performance Improvement
1700 Convention Center Dr.
Miami Beach, FL 33139
SECTION 5
TERMINATION
5.1 TERMINATION FOR CAUSE
If the Consultant shall fail to fulfill in a timely manner, or otherwise violates, any of the
covenants, agreements, or stipulations material to this Agreement, the City, through its
City Manager, shall thereupon have the right to terminate this Agreement for cause.
Prior to exercising its option to terminate for cause, the City shall notify the Consultant of
its violation of the particular term(s) of this Agreement, and shall grant Consultant ten
(10) days to cure such default. If such default remains uncured after ten (10) days, the
City may terminate this Agreement without further notice to Consultant. Upon
termination, the City shall be fully discharged from any and all liabilities, duties, and
terms arising out of, or by virtue of, this Agreement.
Notwithstanding the above, the Consultant shall not be relieved of liability to the City for
damages sustained by the City by any breach of the Agreement by the Consultant. The
City, at its sole option and discretion, shall be entitled to bring any and all legal/equitable
actions that it deems to be in its best interest in order to enforce the City's right and
remedies against Consultant. The City shall be entitled to recover all costs of such
actions, including reasonable attorneys' fees.
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5.2 TERMINATION FOR CONVENIENCE OF THE CITY
THE CITY MAY ALSO, THROUGH ITS CITY MANAGER, AND FOR ITS
CONVENIENCE AND WITHOUT CAUSE, TERMINATE THE AGREEMENT AT ANY
TIME DURING THE TERM BY GIVING WRITTEN NOTICE TO CONSULTANT OF
SUCH TERMINATION, WHICH SHALL BECOME EFFECTIVE WITHIN THIRTY (30)
DAYS FOLLOWING RECEIPT BY THE CONSULTANT OF SUCH NOTICE. IF THE
AGREEMENT IS TERMINATED FOR CONVENIENCE BY THE CITY, CONSULTANT
SHALL BE PAID FOR ANY SERVICES SATISFACTORILY PERFORMED UP TO THE
DATE OF TERMINATION, FOLLOWING WHICH THE CITY SHALL BE DISCHARGED
FROM ANY AND ALL LIABILITIES, DUTIES, AND TERMS ARISING OUT OF, OR BY
VIRTUE OF, THIS AGREEMENT.
5.3 TERMINATION FOR INSOLVENCY
The City also reserves the right to terminate the Agreement in the event the Consultant
is placed either in voluntary or involuntary bankruptcy or makes an assignment for the
benefit of creditors. In such event, the right and obligations for the parties shall be the
same as provided for in Section 5.2.
SECTION 6
INDEMNIFICATION AND INSURANCE REQUIREMENTS
6.1 INDEMNIFICATION
Consultant agrees to indemnify and hold harmless the City of Miami Beach and its officers,
employees, agents, and contractors, from and against any and all actions (whether at law or in
equity), claims, liabilities, losses, and expenses, including, but not limited to, attorneys' fees and
costs, for personal, economic, or bodily injury, wrongful death, or loss of or damage to property,
which may arise or be alleged to have arisen from the negligent acts, errors, omissions or other
wrongful conduct of the Consultant, its officers, employees, agents, contractors, or any other
person or entity acting under Consultant's control or supervision, in connection with, related to,
or as a result of the Consultant's performance of the Services pursuant to this Agreement. To
that extent, the Consultant shall pay all such claims and losses and shall pay all such costs and
judgments which may issue from any lawsuit arising from such claims and losses, and shall pay
all costs and attorneys' fees expended by the City in the defense of such claims and losses,
including appeals.
The parties agree that one percent (1%) of the total compensation to Consultant for
performance of the Services under this Agreement is the specific consideration from the City to
the Consultant for the Consultant's indemnity agreement. The provisions of this Section 6.1 and
of this indemnification shall survive termination or expiration of this Agreement.
6.2 INSURANCE REQUIREMENTS
The Consultant shall maintain and carry in full force during the Term, the following insurance:
1. Consultant General Liability, in the amount of$1,000,000;
2. Consultant Professional Liability, in the amount of$200,000; and
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3. Workers Compensation & Employers Liability, as required pursuant to Florida Statutes.
The insurance must be furnished by insurance companies authorized to do business in the
State of Florida. All insurance policies must be issued by companies rated no less than "B+" as
to management and not less than "Class VI" as to strength by the latest edition of Best's
Insurance Guide, published by A.M. Best Company, Oldwick, New Jersey, or its equivalent.
All of Consultant's certificates shall contain endorsements providing that written notice shall be
given to the City at least thirty (30) days prior to termination, cancellation or reduction in
coverage in the policy. The insurance certificates for General Liability and Professional Liability
shall include the City as an additional insured and shall contain a waiver of subrogation
endorsement.
Original certificates of insurance must be submitted to the City's Risk Manager for approval
(prior to any work and/or services commencing) and will be kept on file in the Office of the Risk
Manager. The City shall have the right to obtain from the Consultant specimen copies of the
insurance policies in the event that submitted certificates of insurance are inadequate to
ascertain compliance with required coverage.
The Consultant is also solely responsible for obtaining and submitting all insurance certificates
for any sub-consultants.
Compliance with the foregoing requirements shall not relieve the Consultant of the liabilities and
obligations under this Section or under any other portion of this Agreement.
The Consultant shall not commence any work and or services pursuant to this Agreement until
all insurance required under this Section has been obtained and such insurance has been
approved by the City's Risk Manager.
SECTION 7
LITIGATION JURISDICTIONNENUE/JURY TRIAL WAIVER
This Agreement shall be construed in accordance with the laws of the State of Florida. This
Agreement shall be enforceable in Miami-Dade County, Florida, and if legal action is necessary
by either party with respect to the enforcement of any or all of the terms or conditions herein,
exclusive venue for the enforcement of this Agreement shall lie in Miami-Dade County, Florida.
By entering into this Agreement, Consultant and the City expressly waive any rights either party
may have to a trial by jury of any civil litigation related to or arising out of this Agreement.
SECTION 8
LIMITATION OF CITY'S LIABILITY
The City desires to enter into this Agreement only if in so doing the City can place a limit on the
City's liability for any cause of action, for money damages due to an alleged breach by the City
of this Agreement, so that its liability for any such breach never exceeds the sum of the
compensation/fee to be paid to Consultant pursuant to this Agreement, less any amounts
actually paid by the City as of the date of the alleged breach. Consultant hereby expresses its
willingness to enter into this Agreement with Consultant's recovery from the City for any
damages arising out of any action for breach of contract to be limited to a maximum amount of
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the compensation/fee to be paid to Consultant pursuant to this Agreement, less any amounts
actually paid by the City as of the date of the alleged breach.
Accordingly, and notwithstanding any other term or condition of this Agreement, Consultant
hereby agrees that the City shall not be liable to the Consultant for damages in an amount in
excess of the compensation/fee to be paid to Consultant pursuant to this Agreement, less any
amounts actually paid by the City as of the date of the alleged breach, for any action or claim for
breach of contract arising out of the performance or non-performance of any obligations
imposed upon the City by this Agreement.
Nothing contained in this section or elsewhere in this Agreement is in any way intended to be a
waiver of the limitation placed upon the City's liability, as set forth in Section 768.28, Florida
Statutes.
SECTION 9
[INTENTIONALLY DELETED]
SECTION 10
GENERAL PROVISIONS
10.1 AUDIT AND INSPECTIONS
Upon reasonable verbal or written notice to Consultant, and at any time during normal
business hours (i.e. 9:00 am — 5:00 pm, Monday through Friday, excluding nationally
recognized holidays), and as often as the City Manager may, in his/her reasonable discretion
and judgment, deem necessary, there shall be made available to the City Manager, and/or
such representatives as the City Manager may deem to act on the City's behalf, to audit,
examine, and/ or inspect, any and all other documents and/or records relating to all matters
covered by this Agreement. Consultant shall maintain any and all such records at its place of
business at the address set forth in the "Notices" section of this Agreement.
10.2 [INTENTIONALLY DELETETD]
10.3 ASSIGNMENT, TRANSFER OR SUBCONSULTING
Consultant shall not subcontract, assign, or transfer all or any portion of any work and/or
service under this Agreement without the prior written consent of the City Manager, which
consent, if given at all, shall be in the Manager's sole judgment and discretion. Neither this
Agreement, nor any term or provision hereof, or right hereunder, shall be assignable unless as
approved pursuant to this Section, and any attempt to make such assignment (unless
approved) shall be void.
10.4 PUBLIC ENTITY CRIMES
Prior to commencement of the Services, the Consultant shall file a State of Florida Form PUR
7068, Sworn Statement under Section 287.133(3)(a) Florida Statute on Public Entity Crimes
with the City's Procurement Division.
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10.5 EQUAL EMPLOYMENT OPPORTUNITY
In connection with the performance of the Services, the Consultant shall not discriminate
against any employee or applicant for employment because of race, color, national origin,
religion, sex, intersexuality, gender identity, sexual orientation, disability, marital and familial
status, or age.
10.6 CONFLICT OF INTEREST
The Consultant herein agrees to adhere to and be governed by all applicable Miami-Dade
County Conflict of Interest Ordinances and Ethics provisions, as set forth in the Miami-Dade
County Code, and as may be amended from time to time; and by the City of Miami Beach
Charter and Code, as may be amended from time to time; both of which are hereby
incorporated by reference as if fully set forth herein.
The Consultant covenants that it presently has no interest and shall not acquire any interest,
directly or indirectly, which could conflict in any manner or degree with the performance of the
Services. The Consultant further covenants that in the performance of this Agreement,
Consultant shall not employ any person having such interest. No member of or delegate to the
Congress of the United States shall be admitted to any share or part of this Agreement or to
any benefits arising there from.
SECTION 11
NOTICES
All notices and communications in writing required or permitted hereunder, shall be delivered
personally to the representatives of the Consultant and the City listed below or may be mailed
by U.S. Certified Mail, return receipt requested, postage prepaid, or by a nationally recognized
overnight delivery service.
Until changed by notice in writing, all such notices and communications shall be addressed as
follows:
TO CONSULTANT: Chris Tatham, CEO
ETC Institute Inc.
725 W. Frontier Circle
Olathe, KS 66061
TO CITY: John Woodruff, Budget Director
Office of Budget and Performance Improvement
City of Miami Beach
1700 Convention Center Dr.
Miami Beach, FL 33139
Notice may also be provided to any other address designated by the party to receive notice if such
alternate address is provided via U.S. certified mail, return receipt requested, hand delivered, or by
overnight delivery. In the event an alternate notice address is properly provided, notice shall be
sent to such alternate address in addition to any other address which notice would otherwise be
sent, unless other delivery instruction as specifically provided for by the party entitled to notice.
6
Notice shall be deemed given on the day on which personally served, or the day of receipt by
either U.S. certified mail or overnight delivery.
SECTION 12
MISCELLANEOUS PROVISIONS
12.1 CHANGES AND ADDITIONS
This Agreement cannot be modified or amended without the express written consent of the
parties. No modification, amendment, or alteration of the terms or conditions contained herein
shall be effective unless contained in a written document executed with the same formality and
of equal dignity herewith.
12.2 SEVERABILITY
If any term or provision of this Agreement is held invalid or unenforceable, the remainder of this
Agreement shall not be affected and every other term and provision of this Agreement shall be
valid and be enforced to the fullest extent permitted by law.
12.3 ENTIRETY OF AGREEMENT
The City and Consultant agree that this is the entire Agreement between the parties. This
Agreement supersedes all prior negotiations, correspondence, conversations, agreements or
understandings applicable to the matters contained herein, and there are no commitments,
agreements or understandings concerning the subject matter of this Agreement that are not
contained in this document. Title and paragraph headings are for convenient reference and are
not intended to confer any rights or obligations upon the parties to this Agreement.
12.4 CONSULTANT'S COMPLIANCE WITH FLORIDA PUBLIC RECORDS LAW
Pursuant to Section 119.0701 of the Florida Statutes, if the Consultant meets the definition of
"Contractor" as defined in Section 119.0701(1)(a), the Consultant shall:
(a) Keep and maintain public records that ordinarily and necessarily would be required by
the public agency in order to perform the service;
(b) Provide the public with access to public records on the same terms and conditions that
the public agency would provide the records and at a cost that does not exceed the cost
provided in this chapter or as otherwise provided by law;
(c) Ensure that public records that are exempt or confidential and exempt from public
records disclosure requirements are not disclosed except as authorized by law; and
(d) Meet all requirements for retaining public records and transfer to the City, at no cost to
the City, all public records created, received, maintained and/or directly related to the
performance of this Agreement that are in possession of the Consultant upon
termination of this Agreement. Upon termination of this Agreement, the Consultant shall
destroy any duplicate public records that are exempt or confidential and exempt from
public records disclosure requirements. All records stored electronically must be
7
provided to the City in a format that is compatible with the information technology
systems of the City.
For purposes of this Article, the term "public records" shall mean all documents, papers, letters,
maps, books, tapes, photographs, films, sound recordings, data processing software, or other
material, regardless of the physical form, characteristics, or means of transmission, made or
received pursuant to law or ordinance or in connection with the transaction of official business of
the City.
Consultant's failure to comply with the public records disclosure requirement set forth in Section
119.0701 of the Florida Statutes shall be a breach of this Agreement.
In the event the Consultant does not comply with the public records disclosure requirement set
forth in Section 119.0701 of the Florida Statutes, the City may, at the City's sole discretion, avail
itself of the remedies set forth under this Agreement and available at law.
THE REMAINDER OF THIS PAGE IS INTENTIONALLY LEFT BLANK.
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IN WITNESS WHEREOF, the parties hereto have caused this Agreement to be executed
by their appropriate officials, as of the date first entered above.
FOR CITY: CITY OF MIAMI BEACH, FLORIDA
ATTEST:
By:
Rafael Granado Philip Levine
City Clerk Mayor
Date: Date:
FOR CONSULTANT: ETC INSTITUTE INC.
ATTEST:
By:
Chris Tatham
CEO
Print Name/Title
Date: Date:
APPROVED AS TO
FORM & LANGUAGE
FO EX CUTION.
d151\ (1-.13115
City Attorney Date
9
C ETC INSTITUTE
MARK ETINO RESEARCH,DEMOQRAPHY.STATISTICAL APPLICATIONS
- 725 W.FRONTIER CIRCLE.OLATHE.KANSAS 66061
(913)829-1215 FAX:(913)829-1591
November 11, 2015
Kate Gonzalez,
City of Miami Beach
1700 Convention Center Drive
Miami Beach, FL 33139
305-673-7000 ext 6354
Subject: Proposal to Conduct a Resident and Business Survey
Dear Ms. Gonzalez:
ETC Institute is pleased to submit a scope of work and fee to conduct a resident and
business survey for the City of Miami Beach. The specific services that will be provided
for each project are described below.
Part 1: Resident Survey Scope of Work
The services ETC Institute would provide for the resident survey are described below.
Task 1.1: Design Survey Questionnaire. ETC Institute will meet with the City via
conference call/webinar to discuss the goals and objectives for the project. ETC Institute
will also review any previous surveys conducted by the City. To facilitate the survey
design process, ETC Institute will provide the City with sample surveys created by ETC
Institute for similar projects. At this time, ETC Institute's analysis tools will also be
discussed and our firm will suggest which tools would be best for the City to use. Based
on input from the City, ETC Institute will develop a first draft of the survey. ETC
Institute's will work closely to ensure that the City's input is utilized to create a survey that
best fits the needs of the City. It is anticipated that 3-4 drafts of the survey will be
prepared before the survey is approved by the City.
Deliverable Task 1.1: Approved Survey Instrument
Task 1.2: Design Sampling Plan. ETC Institute will develop a sampling plan for
administering the survey to a random sample of 1,800 residents. A sample of 1,800
completed survey will allow ETC Institute to provide statistically valid results for the entire
City and up to five geographic areas. A sample of 1,800 surveys would have a precision
of at least +/- 2.3% at the 95% level of confidence.
Deliverable Task 1.2. A description of the sampling plan.
•
EXHIBIT
1
I r ,
Task 1.3: Conduct Pilot Test. Once the survey is approved, ETC Institute will test the
survey with at least 30 residents before the survey is administered. Any problems or
issues that are identified will be reported to the City and corrective action will be
recommended and taken as appropriate.
Deliverable Task 1.3: Recommendations for changes to the survey(if any)
Task 1.4: Administer the Survey. ETC Institute will administer by the survey by a
combination of mail, Internet and phone. The process for administering the survey is
described below.
• ETC will work with the City to develop a communication plan for the survey. As
part of this task, ETC Institute will provide the City with sample press releases that
can be used to notify the public about the survey. Advance publicity can
significantly enhance the response rate.
• Once the press release is issued, ETC Institute will send a 30-second recorded
message by phone to each of the households that were selected for the survey.
The message will explain the survey and encourage residents to return the survey
by mail.
• Once the recorded message is played, ETC Institute will mail a copy of the survey
instrument and a postage-paid return envelope to each of the households that
were selected for the survey. The survey will include a letter on City letterhead
that explains the purpose of the survey and that indicates all survey responses will
remain anonymous. Even if residents do not respond to the mailed version of the
survey, sending the survey prior to contacting residents by phone increases the
response rate because residents know the survey is legitimate. Portions of the
cover letter and survey can be translated into Spanish (as well as other languages)
to provide non-English speaking residents with assurances about the legitimacy of
the survey.
• The cover letter will also list a toll-free number that residents can call if they have
questions about the survey. The toll-free number will be listed in both English and
Spanish.
• ETC Institute will also post the survey on the Internet where the survey can be
completed by residents who are randomly selected and those who represent
special interests. TC Institute will include a web address on the survey cover letter
where residents can complete the online version of the survey. When completing
the online survey, residents will be required to enter their home address at the end
of the survey to validate their response. This is how ETC Institute can track and
only include responses from residents who were randomly selected for the survey.
• Phone interviewers working in ETC Institute's call center will rehearse the phone
version of the survey. Special attention will also be paid to the treatment of non-
English speaking respondents, particularly those who speak Spanish.
• ETC Institute will conduct phone calls until a minimum of 1,800 surveys are
completed. Phone follow-ups will be concentrated in areas where the response to
the mail survey is low to ensure the survey is representative of the entire City and
will focus on various demographics to ensure the end results are representative of
the City.
• ETC Institute will monitor the distribution of the sample to ensure that the sample
reasonably reflects the demographic composition of the City with regard to age,
geographic dispersion, gender, ethnicity and other factors.
Deliverable Task 1.4: ETC Institute will provide a copy of the overall results to
each question on the community survey.
Task 1.5: Analyze the Survey Results. Following the completion of the survey, ETC
Institute will perform data entry, editing, and verification of all survey responses. The
analysis tools that will be included in this project are described below: .
o Benchmarking Analysis. Benchmarking analysis is a highly effective tool that
helps decision-makers interpret the meaning of community survey data. If 64% of
residents are satisfied with the condition of City streets, is that good or bad?
Without comparative data, it is difficult to know. ETC Institute maintains national
and regional benchmarking data for more than 80 types of local governmental
services. ETC Institute will compare Miami Beach's results with other communities
and provide data similar the data shown in the chart below.
• Perceptions of the City
Austin vs. Large U.S.Cities
by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale
where 5 was'very satisfied"
National Comparisons
Overall quality of services provided by the City 46%
65%
%%%%//%%%//// ////%%%///%/• '%%/%�%
The City as a place to raise children % %% - 78%79%
%iii%%�///f/% %%%%%%% i 78%
The City as a place to live 89%
////'
r/// %74
Overall quality of life in the city %// 80%
The City as a place to work , %/"�// %%//%/% , 747 0
�7%
Overall value that you receive for your city taxes ��� � //3 36%
_ 49%
%%%//%%/1 %%% %%%60%
The City as a place to retire 64°,5
How well the City is planning growth '';4/'
%
The City's efforts to support diversity 65%
0% 20% 40% 60% 80% 100%
EI National avg for cities with pop.>250.000 •Austin
Source:ETC Institute DirectionFinder(2011)Final Results
o Importance-Satisfaction Priorities Analysis. Importance-Satisfaction (I-S)
Analysis is a tool that allows public officials to use survey data as a decision-
making resource. The Importance-Satisfaction analysis is based on the concept
that public agencies will maximize overall satisfaction by emphasizing
improvements in those service categories where the level of satisfaction is
relatively low and the perceived importance of the service is relatively high. The
table below offers an example of the I-S Rating from the 2014 City of Dallas
Community Survey. The table shows that the City of Dallas could maximize
resident satisfaction with parks and recreation services by investing in walking and
biking trails, City parks, and the appearance/maintenance of parks. Investments in
the City's golf courses would have the least impact on overall satisfaction with the
City's parks and recreation system.
2014 Importance-Satisfaction. Rating
City of Dallas
Park and Recreation Services
Most Most Importance-
Important Important Satisfaction Satisfaction Satisfaction I-S Rating
Category of Service % Rank % Rank Rating Rank
High Priority(IS.10-20)
Walking and biking trails in the City 35% 2 60% 7 0.1400 1.
City parks 36% 1 71% 2 0.1044 2
Appearance/maintenance of parks 29% 3 65% 3 0.1015 3
Medium Priority(IS<.10)
Outdoor swimming facilities 15% 8 35% 14 0.0975 4
Recreation programs or classes 17% 4 58% 10 0.0714 5
Range/variety of recreation programs/classes 15% 7 54% 12 0.0690 6.
Recreation centers/facilities 16% 5 59% 8 0.0656 7
Outdoor athletic facilities 15% 6 59% 9 0.0615 8
Ease of registering for recreation programs/events 9% 11 55% 11 0.0405 9
Accessibility of parks 12% 9 70% 2 0.0360 10
Accessibility of recreation centers/facilities 10% 10 64% 4 0.0360 11
Indoor swimming facilities 5% 14 36% 13 0.0320 12
Appearance of recreation centers/facilities 8% 12 62% 6 0.0304 13
City golf courses 7% 13 62% 5 0.0266 14
ETC Institute will also develop Importance-Satisfaction matrices to display the
perceived importance of core services against the perceived quality of service delivery.
The two axes on the matrices will represent Satisfaction and Importance. The I-S
(Importance-Satisfaction) matrix allows public officials to analyze the survey data as
described below and an example of the analysis is provided on the following page.
• Continued Emphasis (above average importance and above average
satisfaction). This area shows where the City is meeting customer expectations.
Items in this area have a significant impact on the customer's overall level of
satisfaction. The City should maintain (or slightly increase) emphasis on items in
this area.
• Exceeding Expectations (below average importance and above average
satisfaction). This area shows where the City is performing significantly better
than customers expect the organization to perform. Items in this area do not
significantly impact the customer's overall level of satisfaction. The City should
maintain (or slightly decrease) emphasis on items in this area.
• Opportunities for Im p rovement (above average im p ortance and below
average satisfaction). This area shows where the City is not performing as well
as residents expect the City to perform. This area has a significant impact on
customer satisfaction. The agency should DEFINITELY increase emphasis on
items in this area.
• Less Important (below average importance and below average satisfaction).
This area shows where the City is not performing well relative to the agency's
performance in other areas; however, this area is generally considered to be less
important to residents. This area does not significantly impact the customer's
overall level of satisfaction because the items rated are less important to residents.
The City should maintain current levels of emphasis on items in this area.
2012 City of Oklahoma City DirectionFinder
Importance-Satisfaction Assessment Matrix
-Overall-
(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)
mean importance
Exceeded Expectations Continued Emphasis
lower importance/higher satisfaction higher importance/higher satisfaction
Quality of fire service•
Quality of ambulance service.
•Quality of police service
Quality of City water utilities• C
Customer service• V
o _
N
V Effectiveness City communication w/public•
Quality of parks and rec programs/facilities
•Flow of traffic/ease of getting around town
U) Enforcement of City codes/ordinances•
4+
t0
co
'Quality of the City's
public transit system Maintenance of City streets.
Less Important Opportunities for Improvement
lower importance/lower satisfaction higher importance/lower satisfaction
Lower Importance Importance Rating Higher Importance
Source: ETC Institute(June 2012)
o GIS Mappin_q. ETC Institute will prepare maps that show the results of specific
questions on the survey. ETC Institute will geocode the home address of resident
survey respondents to latitude and longitude coordinates. This allows our team to
generate maps that visually show how satisfied residents are with the delivery of
City services in different parts of the City. ETC Institute can create maps that show
which parts of the City have the lowest and highest concentrations of satisfaction.
GIS mapping is an effective tool for communicating the results of the survey to
elected officials and the general public. An example of the kinds of maps that will
be prepared is provided below. For example, the following map identifies areas in
Arlington County, Virginia where residents were dissatisfied with the maintenance
of County streets. The shaded colors on the map correspond to the level of
satisfaction. Areas of blue indicate higher levels of satisfaction, yellow areas
indicate neutrality and orange or red areas indicate dissatisfaction.
Satisfaction with the maintenance of County streets
�� l
�, LEGEND
r S' Mean rating �� -
on a 5-point scale,where: s
l errs 1.0-1.8 Very Dissatisfied
r
,rtm 1.8-2.6 Dissatisfied
��� 2.6-3.4 Neutral
3.4-4.2 Satisfied
\\'h Ca
1
! �- �-_ wrts L-f
`\ 0 ' ----'4,,.. ,- v II.4.2-5.0 Very Satisfied
err �� �ti Other(no responses)
\ce, �te \;
:) -:7,, i.:4 .r"
3 ,. C
_
H ''� l 7/// •}.,
ti: .°\ ../ _ ,-
Potential {•}
i,a
Areaof �_, - x „/ /
-L
\ 1 �r i
r �\
Concern <:- �`� , ,,,,
c, ,
Ltr: 7:/- ,,,,,,,,`* '') f,i! '\_ ,' ;-i. _
o Develop Performance Indices. If desired, ETC Institute can also develop
performance indices for the City that can be used to objectively measure the
overall performance of the City in key areas over time. The chart below shows the
composite performance index that is generated from quarterly customer
satisfaction survey data collected by ETC Institute for the City of Olathe's Municipal
Services Department. The composite rating reflects the Department's performance
in 22 areas of customer service. In this example, the Department has set a goal
of achieving a composite rating of at least 80.00. The checkmarks show when
Olathe achieved this objective.
Composite Customer Satisfaction Performance Index
Olathe Public Works Planning & Environmental Services
2nd Quarter 2012
90.
90.0
88.7 tolp
ae 87.2 fie
86.6
85.7 Nor 85. 85.•
85.0 )34.2 lie 84.E :3.883.' 84:2
:3.4 83.3 83.
82.8 82.
82.0 82.1
GOAL=80 81.4 :1.1 80.7 80.9 81.4
- 80.
80.0
75.0
70.0
4Q 1Q 20 30 4Q 1Q 2Q 30 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 20
004 2006 I 2007 I 2008 I 2009 I 2010 I 2011 1 2012
Source: ETC Institute Suivei-(2nd Quarter 2012)
Task 1.6: Prepare Final Report. ETC Institute will prepare a final written report that
includes, at a minimum, the following:
o an executive summary that includes a description of the survey
methodology and major findings
o charts and graphs for all questions on the survey
o benchmarking analysis that shows how the City compares to other large
communities throughout the U.S.
o importance-satisfaction analysis which will include tables and matrices that
show the top opportunities for improvement
o tables showing the results for all questions on the survey, including any
open-ended questions
o cross-tabulations that will show the survey results by City Council district
and other key demographic variables as requested by the City
o GIS maps that show geocoded survey results by City Council district for
selected questions on the survey
o copy of the survey instrument
• ETC Institute will make one formal on-site presentation of the survey results to City
officials.
• ETC Institute will also prepare a 1-2 page press briefing document that the City
can use to discuss the findings with the press and other interested groups.
Deliverable Task 1.6: ETC Institute will prepare and submit 1 copy of the draft
report for the City to review. Once the City provides feedback on the draft report,
ETC Institute will prepare 10 bound copies of the final report. The reports will
include a table of contents, will be tabbed and the pages will be numbered. An
electronic copy of the final report will be made available to the City. ETC Institute
will also provide the City with the raw survey data in an Excel spreadsheet, or other
format requested by the City.
Resident Survey Schedule
December 2015
• Agreement approved and signed
• Initial discussion with the City to discuss survey goals & objectives
• ETC Institute provides the City with a draft survey
• City staff review the content of the draft survey and provide feedback to ETC Institute
January 2016
• ETC Institute revises the survey based on input from the City
• ETC Institute provides the City with the final sampling plan specifications
• ETC Institute conducts a pretest of the survey
• Results of the pretest are reported to the City and discussed
• ETC Institute revises the survey as necessary
• City approves the survey instrument
• Press releases issued
• Data collection begins
February-March 2016
• Draft report submitted
• Discuss changes to draft report
April 2016
• Final report delivered
• On-site presentation
Part 2: Business Survey Scope of Work
The services ETC Institute would provide for the business survey are described below.
Task 2.1: Design Survey Questionnaire. ETC Institute will meet with the City via
conference call/webinar to discuss the goals and objectives for the business survey. ETC
Institute will also review any previous surveys conducted by the City. Based on input
from the City, ETC Institute will develop a first draft of the survey. ETC Institute's will
work closely to ensure that the City's input is utilized to create a survey that best fits the
needs of the City. It is anticipated that 3-4 drafts of the survey will be prepared before the
survey is approved by the City.
Deliverable Task 2.1: Approved Survey Instrument
Task 2.2: Design Sampling Plan. ETC Institute will develop a sampling plan for
administering the survey to a random sample of 1,000 businesses. A sample of 1,000
completed survey will allow ETC Institute to provide statistically valid results for the entire
City and up to five geographic areas. A sample of 1,000 surveys would have a precision
of at least +/- 3.0% at the 95% level of confidence.
Deliverable Task 2.2. A description of the sampling plan.
Task 2.3: Conduct Pilot Test. Once the survey is approved, ETC Institute will test the
survey with at least 15 business before the survey is administered. Any problems or
issues that are identified will be reported to the City and corrective action will be
recommended and taken as appropriate.
Deliverable Task 2.3: Recommendations for changes to the survey(if any)
Task 2.4: Administer the Survey. ETC Institute will administer by the survey by a
combination of mail, Internet and phone. The process for administering the survey is
described below.
• ETC will work with the City to develop a communication plan for the survey. As
part of this task, ETC Institute will provide the City with sample press releases that
can be used to notify local businesses about the survey. Advance publicity can
significantly enhance the response rate.
• ETC Institute will mail a copy of the survey instrument and a postage-paid return
envelope to each of the businesses that are selected for the survey. The survey
will include a letter on City letterhead that explains the purpose of the survey and
that indicates all survey responses will remain anonymous. Portions of the cover
letter and survey can be translated into Spanish (as well as other languages) to
provide non-English speaking businesses with assurances about the legitimacy of
the survey.
• The cover letter will also list a toll-free number that residents can call if they have
questions about the survey. The toll-free number will be listed in both English and
Spanish.
• ETC Institute will also post the survey on the Internet where the survey can be
completed by businesses who are randomly selected and those who represent
special interests. ETC Institute will include a web address on the survey cover
letter where residents can complete the online version of the survey. When
completing the online survey, businesses will be required to enter their business
address at the end of the survey to validate their response. This is how ETC
Institute can track and only include responses from businesses who were randomly
selected for the survey.
• Phone interviewers working in ETC Institute's call center will rehearse the phone
version of the survey. Special attention will also be paid to the treatment of non-
English speaking respondents, particularly those who speak Spanish.
• ETC Institute will conduct phone calls until a minimum of 1,000 surveys are
completed.
Deliverable Task 2.4: ETC Institute will provide a copy of the overall results to
each question on the community survey.
Task 2.5 and 2.6: Analyze the Data and Prepare a Final Report. Following the
completion of the survey, ETC Institute will perform data entry, editing, and verification of
all survey responses. ETC Institute will then submit a final report to the City. At a
minimum, this report will include the following items:
o an executive summary that includes a description of the survey
methodology and major findings
o charts and graphs for most questions on the survey, including charts that
show trends from previous surveys
o tables showing the results for all questions on the survey, including any
open-ended questions
o cross-tabulations that will show the survey results by City Council district
and other key demographic variables as requested by the City
o GIS maps that show geocoded survey results by City Council district for
selected questions on the survey
o copy of the survey instrument
• ETC Institute will also prepare a 1-2 page press briefing document that the City
can use to discuss the findings with the press and other interested groups.
• ETC Institute will make one (1) formal presentation of the survey results at a public
meeting
Deliverable Task 2.5: ETC Institute will prepare and submit 1 copy of the draft
report for the City to review. Once the City provides feedback on the draft report,
ETC Institute will prepare 10 bound copies of the final report. The reports will
include a table of contents, will be tabbed and the pages will be numbered. An
electronic copy of the final report will be made available to the City. ETC Institute
will also provide the City with the raw survey data in an Excel spreadsheet, or other
format requested by the City
Business Survey Schedule
December 2015
• Agreement approved and signed
• Initial discussion with the City to discuss survey goals & objectives
• ETC Institute provides the City with a draft survey
• City staff review the content of the draft survey and provide feedback to ETC Institute
January 2016
• ETC Institute revises the survey based on input from the City
• ETC Institute provides the City with the final sampling plan specifications
• ETC Institute conducts a pretest of the survey
• Results of the pretest are reported to the City and discussed
• ETC Institute revises the survey as necessary
• City approves the survey instrument
• Press releases issued
• Data collection begins
February-March 2016
• Draft report submitted
• Discuss changes to draft report
April 2016
• Final report delivered
• On-site presentation
Fee
The table below shows the fees for conducting the two surveys. The total fee for both
surveys will be $85,572.
Task# Description Fee
RESIDENT SURVEY
1.1 Survey Design $ 1,500.00
1.2 Sampling Plan $ 1,500.00
1.3 Pilot Test $ 2,200.00
1.4 Survey Administration $ 36,300.00
1.5 Analysis $ 7,200.00
_ 1.6 Final Report/Presentation $ 3,472.00
Subtotal Resident Survey $ 52,172.00
BUSINESS SURVEY
2.1 Survey Design $ 1,000.00
2.2 Sampling Plan $ 1,000.00
2.3 Pilot Test $ 1,750.00
2.4 Survey Administration $ 21,450.00
2.5 Analysis $ 5,800.00
2.6 Final Report/Presentation $ 2,400.00
Subtotal Business Survey $ 33,400.00
GRAND TOTAL BOTH SURVEY $ 85,572.00
CLOSING: We appreciate your consideration of our proposal and look forward to your
decision. If you have any questions, please do not hesitate to call me at (913) 254-4512.
Sincerely,
Christopher Tatham
CEO