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C7B-Exercise Second Renewal Option Call Center Services For Building DepartmentCOMMISSION ITEM SUMMARY Condensed Title: A RESOLUTION EXERCISING THE SECOND RENEWAL OPTION WITH INKTEL DIRECT GOVERNMENT BPO SERVICES, INC., PURSUANT TO REQUEST FOR PROPOSAL (RFP) NO 08- 08/09 FOR THE DELIVERY OF CALL CENTER SERVICES FOR THE BUILDING DEPARTMENT, IN THE ESTIMATED ANNUAL AMOUNT OF $95,000.00 Key Intended Outcome Supported: Increase Community Satisfaction With City Government Supporting Data (Surveys, Environmental Scan, etc.): In the 2012 Community Satisfaction Report, 65% of respondents agreed or strongly agreed that it was easy to get to someone who could help them during their most recent contact with the City (by source of info and reason for contact). During FY 2012 call volume was 50,198. Service level average was 80.39% with an abandoned rate of 3.95%. Shall the Commission renew the agreement with lnktel for call center services for the Building artment? Item Summary/Recommendation: Request For Proposal (RFP) No. 08-08/09 (the "Bid") was issued on December 15, 2008 to establish a contract(s), by means of sealed bids, for the supply and delivery of call center services, on an as needed basis, from a source(s) that will give prompt and efficient customer service. On January 29, 2009, the City Commission approved the award of contracts to lnktel Direct Government BPO Services, Inc. The contract was for a three (3) year period commencing on February 27, 2009 with the option to be extended for two (2) additional one (1) year periods. At this time the Administration would like to exercise its second and final one (1) year renewal option. The Administration recommends that the Mayor and City Commission renew the contract to lnktel Direct Government BPO Services, Inc. pursuant to Request For Proposal (RFP) No. 08-08/09 in the estimated annual amount of $95,000. Advisory Board Recommendation: I N/A Financial Information: Amount 1 $95,000 $95,000 Financial Impact Summary: Ci Clerk's Office Le islative Trackin Barbara Hawayek, Customer Service Manager (9 MIAMIBEACH 73 Account Building Department 011-1510-000312 KGB Approved AGENDA ITEM C 7 B DATE }J-11(-{2- (9 J\1\li~rv~IBEAC City of Miami Beach, 1700 Convention Center Drive, Miami Beach, Florida 33139, www.miamibeachfl.gov COMMISSION MEMORANDUM TO: Mayor Matti Herrera Bower and Members of the City Commission FROM, Kathie Brooks, Interim City Manager A DATE: November 14, 2012 SUBJECT: A RESOLUTION OF THE MAYOR AND CITY COMMISSION OF THE CITY OF MIAMI BEACH, FLORIDA, EXERCISING THE SECOND RENEWAL OPTION WITH INKTEL DIRECT GOVERNMENT BPO SERVICES, INC., PERSUANT TO REQUEST FOR PROPOSAL (RFP) NO 08-08/09 FOR THE DELIVERY OF CALL CENTER SERVICES FOR THE BUILDING DEPARTMENT, IN THE ESTIMATED ANNUAL AMOUNT OF $95,000.00 ADMINISTRATION RECOMMENDATION Approve the renewal of the contracts. FUNDING The Building Department has $95,000.00 in its FY 2012/2013 budget for these services. KEY INTENDED OUTCOME SUPPORTED Improve Community Satisfaction with City Government. ANALYSIS Request For Proposal (RFP) No. 08-08/09 (the "Bid") was issued on December 15, 2008 to establish a contract(s), by means of sealed bids, for the supply and delivery of call center services, on an as needed basis, from a source(s) that will give prompt and efficient customer service. On January 29, 2009, the City Commission approved the award of contracts to lnktel Direct Government BPO Services, Inc. The contract was for a three (3) year period commencing on February 27, 2009 with the option to be extended for two (2) additional one (1) year periods. The Building Department and its' customers have been satisfied with lnktel's performance during the first three years of its contract. The contract with lnktel requires that they meet a target of 80% service level. Service level is defined as the percent of calls answered within 20 seconds. For 2012 year-to-date, lnktel is meeting the service level goal. The abandonment rate for 2012 YTD is 3.9%, which meets industry standards of less than 5%. Abandoned calls mean calls not answered by a live agent as the caller hangs up before an agent is able to answer the call. Prior to implementing the call center, the Building department had an average abandonment rate of 31%. Overall, the service provided shows a significant improvement to our customers. At this time the Administration would like to exercise its second and final one (1) year renewal option. 74 June 6, 2012 Commission Memorandum INTEL RENEW MEMO CONCLUSION The Administration recommends that the Mayor and City Commission renew the contract to lnktel Direct Government BPO Services, Inc. pursuant to Request For Proposal (RFP) No. 08-08/09 in the estimated annual amount of $95,000. KGB/JGGIMSISS/KT/bsh T:IAGEND\2012112121nktel Direct Memo RENEW.doc 75 RESOLUTION NO. ___ _ A RESOLUTION OF THE MAYOR AND CITY COMMISSION OF THE CITY OF MIAMI BEACH, FLORIDA, EXERCISING THE SECOND RENEWAL OPTION WITH INKTEL DIRECT GOVERNMENT BPO SERVICES, INC., PURSUANT TO REQUEST FOR PROPOSAL (RFP) NO 08-08/09 FOR THE DELIVERY OF CALL CENTER SERVICES FOR THE BUILDING DEPARTMENT, IN THE ESTIMATED ANNUAL AMOUNT OF $95,000.00. WHEREAS, Request For Proposal (RFP) No. 08-08/09 (the "Bid") was issued on 12/15/2008 to establish a contract(s), by means of sealed bids, for the supply and delivery of call center services, on an as needed basis, from a source(s) that will give prompt and efficient customer service; and WHEREAS, on January 29, 2009, the City Commission approved the award of contracts to lnktel Direct Government BPO Services, Inc.; and WHEREAS, the contract was for a three (3) year period commencing on February 27, 2009 with the option to be extended for two (2) additional one (1) year periods; and WHEREAS, at this time the Administration would like to exercise its second and final one (1) year renewal option. NOW, THEREFORE, BE IT RESOLVED BY THE MAYOR AND CITY COMMISSION OF THE CITY OF MIAMI BEACH, FLORIDA, exercise the second renewal option with lnktel Direct Government BPO Services, Inc., pursuant to Request for Proposal (RFP) NO 08-08/09 for the delivery of call center services for the Building Department, in the estimated annual amount of $95,000.00. PASSED and ADOPTED this 141h day of November, 2012. ATIEST: Rafael Granado, City Clerk Matti Herrera Bower, Mayor 76 APPROVED AS TO FORM ~~lANGUAGE & FO~ EXECUTION I < • " \ ~;, n( , t~ !0 _;:l'\' • Date Split Data for 2012 by Month Acceptable Service Level 80.39% 88.6% 81.08% .Calls Offered 52265 4584 4655 Calls Answered 50198 4490 4471 · Catls Abandoned 2067 94 184 %Abandoned 3.95% 2.05% 3.95% AVG liandie Time 0:02:41 0:02:32 0:02:33 AVG Talk Time 0:01:53 0:01:45 0:01:50 AVGACWTime 0:00:22 0:00:18 0:00:20 AVG Hold Time 0:00:18 0:00:14 0:00:14 AVG Ring Time 0:00:02 0:00:02 0:00:02 AVG Speed of Answer 0:00:22 0:00:11 0:00:23 AVG Abandoned Time 0:01:02 0:00:31 0:01:11 % FTE Utilization 46.13% 43.53% 46.02% % FTE Utilization w/Hold+ACW 14.17% 10% 12.2% % FTE Utilization w/Hold 12.05% 8.64% 10.46% % FTE Utilization w/Hold+ACW ( ... 49.22% 45.51% 48.55% Staffed Time 18879:36:32 2139:38:30 1756:23:08 Aux Time 3296:49:09 371:02:16 240:55:17 Available Time 6540:32:29 821:50:56 682:42:41 ACDTime 1587:00:46 131:38:08 137:22:12 ACWTime 318:17:06 22:32:20 25:31:43 Hold Time 254:28:03 18:16:03 18:11:09 Ring Time 37:44:15 3:22:51 3:21:21 Ext Out Time 34:06:55 12:10:12 5:10:10 Ext Out Calls 7133 1297 656 '' ~ ' Ext In Time 2:41:01 0:24:21 0:10:24 Ext In Calls 104 16 9 %TI 55.76% 52.3% 53.15% Billable Time 1878:33:48 162:28:44 160:53:55 Productive Time 15614:13:17 1780:22:05 1520:27:37 % Productive Time 82.7% 83.21% 86.57% C~Us Misc. () 0 0 Service Level 1 76.28% 85.3% 77.19% Service Level 2 77.79% 78.57% Service Level 3 Calls Offered 46909 4162 Call10 ~nsll'{~red 45275 4016 Calls Abandoned 1634 146 % Al:l'andoned 3.48% 1.89% 3.51% AVG Handle Time 0:02:39 0:02:26 0:02:30 AVG Talk Time 0:01:53 0:01:45 0:01:49 AVGACWTime 0:00:22 0:00:17 0:00:20 AVG Hold Time 0:0.0.:18 0:00:14 0:00:15 AVG Ring Time 0:00:02 0:00:02 0:00:02 ~VG Speed of Answer 0:00:21 0:00:11 0:00:23 77 AVG Abandoned Time 0:00:58 0:00:30 0:01:08 % FTE Utilization 46.66% 43.77% 46.19% % FTE Utilization w/Hold+ACW 21.19% 15.72% 18.58% % FTE Utilization w/Hold 18.07% 13.69% 16% % FTE Utilization w/Hold+ACW ( .•• 51.39% 46.86% 50.11% . Staffed Time 11113:19:24 1208:35:47 1 01.3:22:22 Aux Time 1756:06:15 194:31:23 130:39:31 Available Time 3862:36:53 467:38:05 392:35:40 ACDTime 1426:39:52 119:56:48 121:59:45 ACWTime 286:29:25 19:55:06 22:26:44 Hold Time 232:55:13 16:36:51 16:53:29 RlngTJme 33:12:38 3:01:33 2:56:37 Ext Out Time 17:30:08 6:16:40 3:41:21 ExtOilt~llt ',.,,~,, ,','"\ ~' ,.,,, ,'h' 6033 1031 ........ 559 Ext In Time 0:33:02 0:09:21 0:00:00 .~tn·GIII$. 31 9 0 %TT 55.32% 51.84% 52.8% tsilllll.ble Time 1677:51:27 142:59:40 142:34:35 Produethte Time 9374:10:15 1020:11:43 886:24:12 ·% .. Produe6v& Time 84.35% 84.41% 87.47% Calls Misc. 0 0 0 Sei:'Vi~e Levet1 76.8% 85.52% 77.59% Service Level 2 78.31% 86.52% 78.98% Senrlee L.~;~vera. 87.73% att 1\lo/o Acceptable Service Level 75.77% 87.66% 77.58% Calls Offered 5356 404 493 Calls Answered 4923 389 455 cans Abandoned 433 15 38 %Abandoned 8.08% 3.71% 7.71% AVG Handle Time 0:02:57 0:03:35 0:02:56 AVG Talk Time 0:01:57 0:01:48 0:02:01 AVGACWTime 0:00:23 0:00:24 0:00:24 AVG Hold Time 0:00:15 0:00:15 0:00:10 AVG Ring Time o:oo:o3 0:00:03 0:00:03 AVG Speed of Answer 0:00:31 0:00:17 0:00:27 AVG Abandoned Time 0:01:20 0:00:33 0:01:28 % FTE Utilization 45.35% 43.22% 45.79% % FTE Utilization w/Hold+ACW 3.6% 2.28% 3.26% % FTE Utilization w/Hold 3% 1.82% 2.7% % FTE Utilization w/Hold+ACW ( ... 46.11% 43.77% 46.43% Staffed Time 7766:17:08 931:02:43 743:00:46 Aux Time 1540:42:54 176:30:53 110:15:46 Available Time 2677:55:36 354:12:51 290:07:01 ACOTime 160:20:54 11:41:20 15:22:27 ACWTime 31:47:41 2:37:14 3:04:59 HotdTlme 21:32:50 1:39:12 1:17:40 Ring Time 4:31:37 0:21:18 0:24:44 ~~t' Q~J tl!llt' 16~36:47 5:53:32 1:28:49 Ext Out calls 1100 266 97 aHriTikne 2:07:59 0:15:00 0:10:24 78 Extln Calls 73 7 9 "!oTT 56.43% 52.91% 53.64% Billable Time 200:42:21 19:29:04 18:19:20 Productive Time 6240:03:02 760:10:22 634:03:25 % Productive Time 80.35% 81.65% 85.34% Calls Misc. 0 0 0 Service Level 1 71.48% 83.03% 73.63% Service Level 2 73.02% 84.06% 74.95% Service Level 3 74.75% 86.63% 76.04% Internal RR Transfer Measure Summa uan Fte6 A(m\ltptlblfl! Service tev(tl 74.53% 77.89% 64.71% Calls Offered 300 214 86 Calls Answered 267 199 68 Calls Abandoned 33 15 18 %Abandoned 11% 7.01% 20.93% AVG Handle Time 0:01:33 0:01:25 0:01:54 AVG Talk Time 0:01:10 0:01:08 0:01:16 AVGACWTime 0:00:16 0:00:11 0:00:32 AVGHoldTime 0:00:01 0:00:02 0:00:01 AVG Ring Time 0:00:03 0:00:03 0:00:03 AVG Speed of Answer 0:00:23 0:00:22 0:00:27 AVG Abandoned Time 0:02:18 0:01:54 0:02:40 % FTE Utilization 28.74% 31.73% 36.09% % FTE Utilization w/Hold+ACW 62.94% 1.53% 97.36% % FTE Utilization w/Hold 51.73% 1.33% 69.41% % FTE Utilization w/Hold+ACW ( ... 28.82% 31.9% 36.33% Staffed .nme · 1575:36:35 424:53:34 277:03:03 AuxTime 478:22:02 113:50:55 55:01:36 Available Time 642:58:42 175:23:52 121:20:47 ACDTime 5:15:01 3:48:48 1:26:13 ACWTime 1:13:48 0:36:34 0:37:14 Hold Time 0:08:51 0:06:50 0:02:01 RII'\QTl!'M-0:16:40 0:12:26 0:04:14 Ext Out Time 0:00:03 0:00:00 0:00:03 · ~-o~~a,lla 1 0 1 Ext In Time 0:00:00 0:00:00 0:00:00 titlnCalW. 0 0 0 %TT 41.26% 43.35% 45.03% B)ll-te Tlme 5:23:55 3:55:38 1:28:17 Productive Time 1097:14:36 311:02:39 222:01:30 % P~uctt~Time 69,64% 73.21% . 80.14% Calls Misc. 0 0 0 $(JI'\4ce t.ewl1 70.41% 75.38% 55.88% SEU'Vic<t Lev£11 2 72.28% 75.88% 61.76% Servl~. Level 3 76.38% 63.24% 79 80.73% 85.46% 5.1~9 4111.· 4962 4526 ~Str .. 185 4.56% 3.93% Q:~2\3l .. O:Q2:31 0:01:50 0:01:50 il:oo:2.1 · 0?00:21 0:00:14 0:00:15 o:oo:oz o:oo;o2 0:00:23 0:00:22 . o:o1.:aa .9~01:24 41.43% 36.44% '16t12% 14Ji7% 13.77% 12.45% . 44JSJ~.·. :39:$6%. 1608:04:24 1587:28:50 $26:28;17 . 2.~:.53:0.0 582:10:10 152;~3:20. 29:03:16 ~()·04·14 ,\ ' ,;, ,,' <~ >,' ' 3:45:08 504 ~:1c$;2~ 14 51.96% 175:23:38 79.72% 0 76.66% .7~t01% 79.28% 4626 . 4440 185 4% 0:02:29 'l'htlit ,i:tf! :-'V~',~,'J ~9\1, 0:00;21 . Q~~Q:1tt 0:00:02 o:oo:z.~ 685:34:53 1~8~4~~13 26:48:56 18~S$·25 's ,)'' '~ ' ' 3:24:47 2:tSlOt 317 0:00;38 1 ~4~68% 159:54:17 81.5?0k 0 82.39% .~3.63~. 84,49% 4255 4404 151 ·a.$$% 0:02:29 0:91'49 "''' 1. '' 0:00:21 0:00:02 0.:00!~1 60.78% 4f~3 4568 2,i5 4.69% 0~02:21 0:01:46 0:00:19 0:00:14 o:oo:o2 0:00:22 0:01:24 41.01% 13,82% 11.85% .4.3JW~ 1733:31:20 403;42;16 592:09:45 .135:12:15 24:18:03 1.e:4a:.eo 3:25:35 2:56:.02 390 1:13:33 31 53.35% 158:11:22 1331;31:33 76.81% 0 77.01% 78,.213% 79.51% t3t~1~:' 4287 4124 163 3~8% 0:02:24 '0:0.1-:46 0:00:19 o;on:t5 0:00:02 0J00~21 76.77% 4Ei37 4409 228 4.92% o:qz:$1 0:02:01 0:00:22 0:00:22 o;oo:o2 0:00:29 .0:01:15 50.71% 12.29% 10.63% aa.4t% 2122:35:51 429;00:18 585:34:27 14~:00:39 27:06:11 2:1::51:53 3:19:36 1:07:37 900 0:03;50 3 63,59% 178.:03:59 11394:39:20 79.84% 0 72.15% 73,89% 75.41% 77:.31% 4169 .3984 185 4,44% 0:02:51 O:Q2:02 0:00:22 ();QQ:23 0:00:02 Q:(l0:28 72.72% 4433 4248 185 4.17% 0:02:46 0:02:03 0:00:21 0:00:16 0:00:02 0:00:25 0:00:48 53.16% 14.14% 12.23% 56.17% 1601:20:26 210:43:45 511:10:31 145:14:01 25:39:38 :33:25 3:10:21 1:38:36 680 0.:08:40 14 61.14% 168:38:34 1392:0(;:31 86.93% 0 69.94% 71.54% 73.56% 4023 3860 163 4;05% 0:02:49 0:02:04 0:00:22 0.:00:1.8 0:00:0.2 0:00:25 80 80.97% 6143 5911 232 3.78% 0:02:37 0:01:52 0:00:24 0:00:16 0:00:02 0:00:20 0:00:56 51.17% 14.23% 11.98% 54.38% 2109:40:14 306:24:05 679:59:14 184:10:59 39:25:00 27:.19;24 4:25:40 1:16:48 724 0:00:00 0 59.82% 212:59:20 1804:32:$7 85.54% 0 75.64% 77.53% 79.16% 81;t% 5509 5339 170 3.09% 0:02:38 0:01:52 0:00:24 0:00:17 0:00:02 0:00:19 73.59% 5921 5607 314 5.3% 0:02:46 0:01:54 0:00:26 0:00:22 0:00:02 0:00:29 0:00:43 48.18% 17.83% 14.92% 52.45% 1830:25:11 366:43:04 536:21:41 178:40:31 41:40:22 35:35:42 4:13:25 1:16:02 682 0:09:05 9 60.19% 215:41:20 1464:49:04 80.03% 0 67.97% 69.97% 71.89% 14;1~ 5335 5074 261 4.89% 0:02:47 0:01:53 0:00:27 0:00:23 0:00:02 0:00:27 11/5/2C 82.55% 6611 6436 175 2.65% 0:02:58 0:01:59 0:00:28 0:00:24 0;00:02 0:00:18 0:00:44 48.13% 16.84% 14.01% 52.64% 2161:14:04 284:50:46 781:18:39 213:47:17 51:26:40 44:26:32 4:50:07 3:05:33 876 0:01:05 4 55.35% 261:20:27 1$79:27;46 86.96% 0 78.46% 80% 81.37% ~.14% 5835 5708 127 2.18% 0:02:54 0:01:57 0:00:28 0:00:25 0:00:02 0:00:16 0:01:23 0:01:12 0:01:21 0:01:11 0:00:51 0:00:56 0:00:40 0:00:34 2 ··~ ·~· ~M". $.1¥;14$~ 4:2.~1% 52% 6iA% 60,77% 49.0$% 47.94% 23.18% 21.13% 19.68% 18.68% 22.43% 22.12% 26.33% 23.95% ····· ·1:tUl3% i16.19% 19;38o/t~ 18;64o/o 21.99% 19.98% 47.47% 41.84% 46.59% 56.11% 58.21% 55.85% 55.6% 54.47% 965;$~:13 $61:27:17 1052:08:13 1237:24:23 916:00:29 1221:00:37 1087:46:33 1311:05:48 173:12:33 154:57:29 214:07:47 226:10:02 111:43:41 164:48:00 196:17:25 158:38:17 350092~ ', ' '' i', ,' ' ,;,'~ >, 41~;06;3$ 362:5.5:13. $40:43:3S 289:18:56 396:16:45 316:21:09 474:50:52 135:52:44 125:00:25 122:07:50 135:19:30 133:38:27 167:33:29 159:45:03 186:24:25 25)58:46,. 214~ae:9t? . .2.2:05~59 24:39:43 23:41:46 35:42:40 38:03:33 45:07:09 18:19:41 17:25:43 17:19:42 25:38:26 19:27:18 25:20:42 32:42:09 39:50:51 e·1'6·2o ii', ', -.._' 1": ,, "~ 3·61·33 '>i>,,,, ,,f ,' 3:.Q1:13. 2:55:~ 2:48:46 3:53:59 3:43:51 4:10:09 1:01 0:29:01 0:51:12 1:01:43 1:35:35 0:48:00 0:40:55 0:51:07 385 228 2.91 822 634 672 600 725 0:00:00 0:00:00 0:01:31 0:00:31 0:08:40 0:00:00 0:01:44 0:00:32 .() 0 2 1 14 0 2 1 52.14% 44.59% 53.7% 63.56% 60.1% 58.65% 59.78% 54.5% 15,~:1~:1~· 142~55109· ' ',, ' .t,, ,., ~. ·'· 140:g1;1.7 1~2l00:10 154:50:01 193.:54:20 193:09:51 227:06:55 793:28:31 806:58:49 838:50:07 1012:15:33 805:43:43 1057:00:37 892:08:19 1153:18:06 8,2;1'7% . ~{;tlj$% 79;73% SUl% 87.96% 86.57\lA.l 82~01% 87.96% 0 0 0 0 0 0 0 0 . $1".87%. 77,8.70/0 72J)$% 69.$5% 75.95% 79.64% 7fl76% 84.11% 78.83% 74.45% 71.55% 77.77% 70.4% 81.18% 7~M~5.% afli;01% .79.9.5% 75J)3% 73.7% 79.28°/u 72.39% 82.5% 75.1% 80.57% 76.8% 7t76% 70.88% 79.72% 68.11% 73.21% :574 .,.456. 506 468 ·410 634 586 116 522 422 444 425 388 572 533 728 . ~~: •g;it • 62 43 ~2 62 53 48 9.06% 7.46% 12.25% 9.19% 5.37% 9.78°/o 9.04<'/o 6.19% . 01'02;48; OlO!b4a. 0:02:57 Oi02:43 o:o2:29 0:02:27 0:03:01 Q:03:28 0:01:53 0:01:56 0:01:46 0:01:55 0:01:47 0:01:44 0:02:07 0:02:15 .. 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