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RES 2011-1336 - Agmt with Stern Consulting Inc for 311 assessment • 0MAHA, v B pp qq cif C I � �%"� n Office of the Mayor ®.t 1. O C T 28 P 2: - 1819 Famam Street,Suite 300 o •.i. •* Omaha,Nebraska 68183-0300 ° ryr n E (402)444 5000 4TFD FEBR �� �' FAX:(402)444-6059 ft4k City of Omh aas1,� a Is . Jim Suttle,Mayor Honorable President and Members of the City Council, Transmitted herewith is a Resolution authorizing the acceptance of the proposal from Stern Consulting, Inc., in the amount of$93,000.00 to evaluate the City's current methods of dealing with citizens' inquiries and complaints and the feasibility of establishing a 311 Citizen Relationship Management(CRM) System for.the City. Proposals were received on July 27, 2011, from Stern Consulting, Inc., and five other companies for the above-mentioned project. The Mayor recommends entering into a Professional Services Agreement with and to accept the proposal from Stern Consulting, Inc. Stern Consulting, Inc., submitted the lowest and best proposal for Phase I of this project. Funds of $93,000.00 have been appropriated in Year 2011, Fund 13112, City Capital Improvement, Organization 132022, General Government. The Finance Department is authorized to pay the cost from this account. Referred to City Council for Consideration: Approved: nark( t o I?g/ir /8I �� r� �� Mayor's Office Date Human Rights&Relations Dept Date Approved as to Funding: /0 a--F Pam Spaccarotella Date Finance Director P\LAW-CITY COUNCIL DOCUMENTS\2011\30128d1m of different purposes including when applying for a mortgage or loan, for reference checking, leasing an apartment, establishing credit, or any other instance where proof of employment or income is needed. The information will be provided to federal, state, and local government agencies, when required by law. Unless required by law, the individual employee requesting verification is responsible for authorizing cluding but not limited to when_applying ,fora mortgage_ or.loan, ,for reference checking,,leasing an - -(Formatted:Font:12 pt ) apartment, establishing credit, or any other instance where proof of employment or income is needed. The information will be provided to federal,state,and local government agencies,when ----(Formatted:Font:12 pt ) required by law. Unless required by law, the individual employee requesting verification is responsible for authorizing the release of this information to the verifying organization.City IT APPLIES PER: PRODUCTS.COMP/OP AGG S 2,000,000 O- S 7 POLICY 17 JF PRCT fl LOC COMBINED SINGLE LIMIT AUTOMOBILE LIABILITY S 1,000,000 (Eo occident) A ANY AUTO A027863BA 10110111 10/10/12 — BODILY INJURY(Par por:on) ALL OWNED AUTOS BODILY INJURY(Per occldont) $ _ SCHEDULED AUTOS PROPERTY DAMAGE S X HIRED AUTOS (Per eccidonl) $X NON-OWNED AUTOS S UMBRELLA UAB OCCUR EACH OCCURRENCE S EXCESS LIAB� CLAIMS-MADE AGGREGATE S ,• _ $ _ DEDUCTIBLE s _ RETENTION S VYC STATU- OTM- WOR)tERS COMPENSATION X I WEYTATU- _ AND EMPLOYERS'LIABILITY 1 O/10/11 10110I12 EL, 100,000 A ANY PROPRIETORIPARTNER/EXECUTIVE Y N A027863WC ,EACH ACCIDENT S OFFICER/MEMBER EXCLUDED? N/A EL,DISEASE-EA EMPLOYEE`$ 100,00 (Mandatory In NH) 500 00 If yes,descrlbp under E.L.DISEASE-POLICY LIMIT $ _ DESCRIPTION OF OPERATIONS below _ U DESCRIPTION OF OPERATIONS/LOCATIONS I VEHICLES (Attach ACORD tut,Additional Remarks Schedule,If more epaco Is required) City of Omaha is added as additional Insured on the General Liability Policy. CERTIFICATE HOLDER CANCELLATION CIT2001 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN City of Omaha ACCORDANCE WITH THE POLICY PROVISIONS. Planning Department Cheryl Williams AUTHORIZED REPRESENTATIVE 1819 Farnam Room 1111 John E.Bush • Omaha,NE 68183 01988-2009 ACORD CORPORATION. All rights reserved. ACORD 26(2009109) The ACORD name and logo are registered marks of ACORD c� Address /�.6 FU A 000 �L 6-��il•rA /U 6d 0 �6 I Street'P.O.Box ' -o ty State � Zip �t E-Mali Address D��a�' �C �/�C� ntal units or agencies not identified by OMB will be determined based on the Federal agency providing the largest amount of Federal funds.In these cases,a governmental unit must develop an indirect cost proposal in accordance with the requirements of this Circular and maintain the proposal and related supporting documentation for audit.These governmental units are not required to submit their proposals unless they are specifically requested to do so by the cognizant agency.Where a local government only receives funds as a sub recipient,the primary recipient will be responsible for negotiating and/or monitoring the sub recipient's plan. c. Each Indian tribal government desiring reimbursement of Indirect costs must submit its indirect cost proposal to the Department of the Interior(its cognizant Federal agency). d. Indirect cost proposals must be developed(and,when required,submitted)within six months after the close of the governmental unit's fiscal year,unless an exception is approved by the cognizant Federal agency.If the proposed central service cost allocation plan for the same period has not been approved by that time,the indirect cost http://www.whitehouse.gov/omb/circulars_a087_2004/ - 10/24/2011 10/24/2011 e would result in a more equitable allocation of the costs,or that a more readily available base would not increase the costs charged to sponsored awards.The results of special cost studies(such as an engineering utility study)shall not be used to determine and allocate the indirect costs to sponsored awards. http://www.whitehouse.gov/omb/circularsal 22_2004/ 10/26/2011 AGREEMENT THI AGREEMENT Sis made and entered into this Ttlday of October, 2011, by and between the CITY OF OMAHA, a Nebraska municipal corporation (hereinafter referred to as "CITY")and Stern Consulting,LLC,an Illinois limited liability company(hereinafter referred to as "CONSULTANT"). WHEREAS,the CITY desires to engage the CONSULTANT to furnish certain professional services in connection with serving as a customer relationship management consultant in connection with the CITY'S proposed 311 project (hereinafter referred to as the "PROJECT"); and WHEREAS, the CONSULTANT represents that it has the necessary expertise and experience to furnish such services upon the terms and conditions set forth herein below. NOW,THEREFORE,it is hereby agreed by and between the CITY and the CONSULTANT that the CITY does hereby retain the CONSULTANT for and in consideration of the mutual promises and covenants contained herein, the sufficiency of which is hereby acknowledged to perform the services relating to the PROJECT as described herein,subject to the following terms and conditions and stipulations, to-wit: 1. SCOPE OF SERVICES A. All work hereunder shall be performed under the direction of the Mayor of the CITY, or his designee, hereinafter referred to as the "PROJECT MANAGER." B. CONSULTANT shall perform the Phase 1 services for the PROJECT as outlined in CONSULTANT'S scope of services,a copy of which is attached hereto and made a part hereof as Attachment A. 2. SCHEDULE AND PROGRESS REPORTS A. The CONSULTANT shall initiate the work to be performed pursuant to this Agreement upon entry into this Agreement and shall complete all of the Phase 1 services no later than April 15, 2012. B. The CONSULTANT will submit to the PROJECT MANAGER interim status reports keyed to the project schedule after each task is complete. A brief narrative will be provided identifying progress, findings and outstanding issues. 3. WORK PRODUCT All work product prepared by the CONSULTANT pursuant hereto including,but not limited to, reports, plans, designs, calculations, work drawings, studies, photographs, models and recommendations shall be the property of the CITY and shall be delivered to the CITY upon ablishing credit, or any other instance where proof of employment or income is needed. The information will be provided to federal,state,and local government agencies,when ----(Formatted:Font:12 pt ) required by law. Unless required by law, the individual employee requesting verification is responsible for authorizing the release of this information to the verifying organization.City IT APPLIES PER: PRODUCTS.COMP/OP AGG S 2,000,000 O- S 7 POLICY 17 JF PRCT fl LOC COMBINED SINGLE LIMIT AUTOMOBILE LIABILITY S 1,000,000 (Eo occident) A ANY AUTO A027863BA 10110111 10/10/12 — BODILY INJURY(Par por:on) ALL OWNED AUTOS BODILY INJURY(Per occldont) $ _ SCHEDULED AUTOS PROPERTY DAMAGE S X HIRED AUTOS (Per eccidonl) $X NON-OWNED AUTOS S UMBRELLA UAB OCCUR EACH OCCURRENCE S EXCESS LIAB� CLAIMS-MADE AGGREGATE S ,• _ $ _ DEDUCTIBLE s _ RETENTION S VYC STATU- OTM- WOR)tERS COMPENSATION X I WEYTATU- _ AND EMPLOYERS'LIABILITY 1 O/10/11 10110I12 EL, 100,000 A ANY PROPRIETORIPARTNER/EXECUTIVE Y N A027863WC ,EACH ACCIDENT S OFFICER/MEMBER EXCLUDED? N/A EL,DISEASE-EA EMPLOYEE`$ 100,00 (Mandatory In NH) 500 00 If yes,descrlbp under E.L.DISEASE-POLICY LIMIT $ _ DESCRIPTION OF OPERATIONS below _ U DESCRIPTION OF OPERATIONS/LOCATIONS I VEHICLES (Attach ACORD tut,Additional Remarks Schedule,If more epaco Is required) City of Omaha is added as additional Insured on the General Liability Policy. CERTIFICATE HOLDER CANCELLATION CIT2001 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN City of Omaha ACCORDANCE WITH THE POLICY PROVISIONS. Planning Department Cheryl Williams AUTHORIZED REPRESENTATIVE 1819 Farnam Room 1111 John E.Bush • Omaha,NE 68183 01988-2009 ACORD CORPORATION. All rights reserved. ACORD 26(2009109) The ACORD name and logo are registered marks of ACORD c� Address /�.6 FU A 000 �L 6-��il•rA /U 6d 0 �6 I Street'P.O.Box ' -o ty State � Zip �t E-Mali Address D��a�' �C �/�C� ntal units or agencies not identified by OMB will be determined based on the Federal agency providing the largest amount of Federal funds.In these cases,a governmental unit must develop an indirect cost proposal in accordance with the requirements of this Circular and maintain the proposal and related supporting documentation for audit.These governmental units are not required to submit their proposals unless they are specifically requested to do so by the cognizant agency.Where a local government only receives funds as a sub recipient,the primary recipient will be responsible for negotiating and/or monitoring the sub recipient's plan. c. Each Indian tribal government desiring reimbursement of Indirect costs must submit its indirect cost proposal to the Department of the Interior(its cognizant Federal agency). d. Indirect cost proposals must be developed(and,when required,submitted)within six months after the close of the governmental unit's fiscal year,unless an exception is approved by the cognizant Federal agency.If the proposed central service cost allocation plan for the same period has not been approved by that time,the indirect cost http://www.whitehouse.gov/omb/circulars_a087_2004/ - 10/24/2011 10/24/2011 e would result in a more equitable allocation of the costs,or that a more readily available base would not increase the costs charged to sponsored awards.The results of special cost studies(such as an engineering utility study)shall not be used to determine and allocate the indirect costs to sponsored awards. http://www.whitehouse.gov/omb/circularsal 22_2004/ 10/26/2011 request of the PROJECT MANAGER; provided, however, that the CONSULTANT may retain copies of such work product for its records. CONSULTANT'S execution of this Agreement shall constitute CONSULTANT'S conveyance and assignment of all right,title and interest,including but not limited to any copyright interest,by the CONSULTANT to the CITY of all such work product prepared by the CONSULTANT pursuant to this Agreement. The CITY shall have the right either on its own or through such other consultants as determined by the CITY to utilize and/or amend such work product. Any such amendment to such work product shall be at the sole risk of the CITY. Such work product is not intended or represented to be suitable for reuse by the CITY on any extension to the PROJECT or on any other project, and such reuse shall be at the sole risk of the CITY without liability or legal exposure to the CONSULTANT. 4. PAYMENTS TO THE CONSULTANT A. For the Phase 1 services to be provided by the CONSULTANT pursuant to this Agreement, CONSULTANT shall be paid a fee of$93,000. This fee shall not be increased unless substantial modifications to the scope of services are authorized in writing pursuant to an amendment to this Agreement and executed by the parties prior to performance of the proposed work. In addition, the parties hereto acknowledge that,as of the date of the execution of the Agreement, Section 10-142 of the Omaha Municipal Code provides as follows: Any amendment to contracts or purchases which taken alone increase the original fee as awarded(a)by ten percent,if the original fee is one hundred fifty thousand dollars($150,000.00)or more,or(b)by seventy-five thousand dollars ($75,000) or more, shall be approved by the City Council in advance of the acceptance of any purchase in excess of such limits. However, neither contract nor purchase amendments will be split to avoid advance approval of the City Council. B. The CITY shall make periodic payments to the CONSULTANT based upon actual progress as outlined in Attachment B within thirty (30) days after receipt and approval of invoice. Said periodic payments to the CONSULTANT shall not exceed the amounts shown in Attachment B,unless CONSULTANT receives prior approval by the CITY and full payments for each task shall not be made until the task is completed and accepted by the PROJECT MANAGER. 5. INVOICES The CONSULTANT shall submit invoices and a summary of work completed for each task in a format approved by the CITY. 6. TERMINATION OF AGREEMENT Notwithstanding any other provision hereof,the CITY may terminate this Agreement at any time upon fifteen(15)days prior written notice to the CONSULTANT.In the event that this - 2 - S 1,000,000 (Eo occident) A ANY AUTO A027863BA 10110111 10/10/12 — BODILY INJURY(Par por:on) ALL OWNED AUTOS BODILY INJURY(Per occldont) $ _ SCHEDULED AUTOS PROPERTY DAMAGE S X HIRED AUTOS (Per eccidonl) $X NON-OWNED AUTOS S UMBRELLA UAB OCCUR EACH OCCURRENCE S EXCESS LIAB� CLAIMS-MADE AGGREGATE S ,• _ $ _ DEDUCTIBLE s _ RETENTION S VYC STATU- OTM- WOR)tERS COMPENSATION X I WEYTATU- _ AND EMPLOYERS'LIABILITY 1 O/10/11 10110I12 EL, 100,000 A ANY PROPRIETORIPARTNER/EXECUTIVE Y N A027863WC ,EACH ACCIDENT S OFFICER/MEMBER EXCLUDED? N/A EL,DISEASE-EA EMPLOYEE`$ 100,00 (Mandatory In NH) 500 00 If yes,descrlbp under E.L.DISEASE-POLICY LIMIT $ _ DESCRIPTION OF OPERATIONS below _ U DESCRIPTION OF OPERATIONS/LOCATIONS I VEHICLES (Attach ACORD tut,Additional Remarks Schedule,If more epaco Is required) City of Omaha is added as additional Insured on the General Liability Policy. CERTIFICATE HOLDER CANCELLATION CIT2001 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN City of Omaha ACCORDANCE WITH THE POLICY PROVISIONS. Planning Department Cheryl Williams AUTHORIZED REPRESENTATIVE 1819 Farnam Room 1111 John E.Bush • Omaha,NE 68183 01988-2009 ACORD CORPORATION. All rights reserved. ACORD 26(2009109) The ACORD name and logo are registered marks of ACORD c� Address /�.6 FU A 000 �L 6-��il•rA /U 6d 0 �6 I Street'P.O.Box ' -o ty State � Zip �t E-Mali Address D��a�' �C �/�C� ntal units or agencies not identified by OMB will be determined based on the Federal agency providing the largest amount of Federal funds.In these cases,a governmental unit must develop an indirect cost proposal in accordance with the requirements of this Circular and maintain the proposal and related supporting documentation for audit.These governmental units are not required to submit their proposals unless they are specifically requested to do so by the cognizant agency.Where a local government only receives funds as a sub recipient,the primary recipient will be responsible for negotiating and/or monitoring the sub recipient's plan. c. Each Indian tribal government desiring reimbursement of Indirect costs must submit its indirect cost proposal to the Department of the Interior(its cognizant Federal agency). d. Indirect cost proposals must be developed(and,when required,submitted)within six months after the close of the governmental unit's fiscal year,unless an exception is approved by the cognizant Federal agency.If the proposed central service cost allocation plan for the same period has not been approved by that time,the indirect cost http://www.whitehouse.gov/omb/circulars_a087_2004/ - 10/24/2011 10/24/2011 e would result in a more equitable allocation of the costs,or that a more readily available base would not increase the costs charged to sponsored awards.The results of special cost studies(such as an engineering utility study)shall not be used to determine and allocate the indirect costs to sponsored awards. http://www.whitehouse.gov/omb/circularsal 22_2004/ 10/26/2011 Agreement is so terminated, the CONSULTANT shall be paid for services actually performed and reimbursable expenses actually incurred prior to termination, except that reimbursement shall not exceed the task amounts set forth under Paragraph 4 above. 7. TERM This Agreement shall become effective as of the date the CONSULTANT is given a notice to proceed and, unless terminated for cause or pursuant to Paragraph 6, shall be deemed concluded on the date the CITY determines that all of the CONSULTANT'S work under this Agreement is completed. A determination of completion shall not constitute a waiver of any rights or claims which the CITY may have or thereafter acquire with respect to any term or provision of this Agreement. 8. NOTICE OF CLAIM If the CONSULTANT wishes to make a claim for additional compensation as a result of action taken by the CITY,the CONSULTANT shall give written notice of his claim within fifteen(15)days after occurrence of such action. No claim for additional compensation shall be valid unless so made. Any changes in the CONSULTANT'S fee shall be valid only to the extent that such changes are included in writing signed by the CITY and the CONSULTANT. Regardless of the decision of the DIRECTOR relative to a claim submitted by the CONSULTANT, all work required under this Agreement as determined by the PROJECT MANAGER shall proceed without interruption. 9. BREACH OF CONTRACT If either party violates or breaches any term of this Agreement,such violation or breach shall be deemed to constitute a default, and the other party has the right to seek such administrative, contractual or legal remedies as may be suitable to the violation or breach; and, in addition, if either party, by reason of any default, fails within fifteen(15) days after notice thereof by the other party to comply with the conditions of the Agreement,the other party may terminate this Agreement. Notwithstanding the foregoing,or anything else to the contrary in this Agreement, with the sole exception of an action to recover the monies the CITY has agreed to pay to the CONSULTANT pursuant to Paragraph 4 hereof, no action shall be commenced by the CONSULTANT against the CITY for monetary damages. CONSULTANT hereby further waives any and all claims to interest on money claimed to be due pursuant to this Agreement,and waives any and all such rights to interest which it claims it may otherwise be entitled pursuant to law. Additionally, CONSULTANT shall not be entitled to, and hereby waives, any and all rights that it may have to file suit or bring any cause of action or claim for damages against the City of Omaha and/or its officials,officers, employees,agents,attorneys,boards and commissions,and other affiliated entities or persons of any nature whatsoever in whatever form after two (2) years from the date of this Agreement. - 3 - — BODILY INJURY(Par por:on) ALL OWNED AUTOS BODILY INJURY(Per occldont) $ _ SCHEDULED AUTOS PROPERTY DAMAGE S X HIRED AUTOS (Per eccidonl) $X NON-OWNED AUTOS S UMBRELLA UAB OCCUR EACH OCCURRENCE S EXCESS LIAB� CLAIMS-MADE AGGREGATE S ,• _ $ _ DEDUCTIBLE s _ RETENTION S VYC STATU- OTM- WOR)tERS COMPENSATION X I WEYTATU- _ AND EMPLOYERS'LIABILITY 1 O/10/11 10110I12 EL, 100,000 A ANY PROPRIETORIPARTNER/EXECUTIVE Y N A027863WC ,EACH ACCIDENT S OFFICER/MEMBER EXCLUDED? N/A EL,DISEASE-EA EMPLOYEE`$ 100,00 (Mandatory In NH) 500 00 If yes,descrlbp under E.L.DISEASE-POLICY LIMIT $ _ DESCRIPTION OF OPERATIONS below _ U DESCRIPTION OF OPERATIONS/LOCATIONS I VEHICLES (Attach ACORD tut,Additional Remarks Schedule,If more epaco Is required) City of Omaha is added as additional Insured on the General Liability Policy. CERTIFICATE HOLDER CANCELLATION CIT2001 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN City of Omaha ACCORDANCE WITH THE POLICY PROVISIONS. Planning Department Cheryl Williams AUTHORIZED REPRESENTATIVE 1819 Farnam Room 1111 John E.Bush • Omaha,NE 68183 01988-2009 ACORD CORPORATION. All rights reserved. ACORD 26(2009109) The ACORD name and logo are registered marks of ACORD c� Address /�.6 FU A 000 �L 6-��il•rA /U 6d 0 �6 I Street'P.O.Box ' -o ty State � Zip �t E-Mali Address D��a�' �C �/�C� ntal units or agencies not identified by OMB will be determined based on the Federal agency providing the largest amount of Federal funds.In these cases,a governmental unit must develop an indirect cost proposal in accordance with the requirements of this Circular and maintain the proposal and related supporting documentation for audit.These governmental units are not required to submit their proposals unless they are specifically requested to do so by the cognizant agency.Where a local government only receives funds as a sub recipient,the primary recipient will be responsible for negotiating and/or monitoring the sub recipient's plan. c. Each Indian tribal government desiring reimbursement of Indirect costs must submit its indirect cost proposal to the Department of the Interior(its cognizant Federal agency). d. Indirect cost proposals must be developed(and,when required,submitted)within six months after the close of the governmental unit's fiscal year,unless an exception is approved by the cognizant Federal agency.If the proposed central service cost allocation plan for the same period has not been approved by that time,the indirect cost http://www.whitehouse.gov/omb/circulars_a087_2004/ - 10/24/2011 10/24/2011 e would result in a more equitable allocation of the costs,or that a more readily available base would not increase the costs charged to sponsored awards.The results of special cost studies(such as an engineering utility study)shall not be used to determine and allocate the indirect costs to sponsored awards. http://www.whitehouse.gov/omb/circularsal 22_2004/ 10/26/2011 10. INDEMNIFICATION To the fullest extent permitted by law,CONSULTANT agrees to and shall indemnify,defend and hold harmless the CITY, its officers,employees, agents,boards and commissions from and against any and all claims, suits, judgments, costs, attorneys fees, damages or other relief,including,but not limited to,workers compensation claims,in any way resulting from or arising out of negligent actions or omissions of the CONSULTANT in connection herewith,including negligence or omissions of employees or agents of the CONSULTANT arising out of the performance of this Agreement. In the event of any action against the CITY,its officers,employees,agents,boards or commissions,covered by the foregoing duty to indemnify,defend and hold harmless such action shall be defended by legal counsel of the CITY's choosing. The provisions of this paragraph shall survive any expiration,completion and/or termination of this Agreement. 11. NO PERSONAL LIABILITY No official, director, officer, agent or employee of the CITY shall be charged personally or held contractually liable under any term or provision of this Agreement or because of their execution, approval or attempted execution of this Agreement. 12. INSURANCE A. Comprehensive Liability. The CONSULTANT shall provide,pay for and maintain in effect, during the term of this Agreement, a policy of comprehensive general liability insurance with limits of at least$1,000,000 aggregate for bodily injury and $1,000,000 aggregate for property damage. The CONSULTANT shall deliver to the PROJECT MANAGER a Certification of Insurance naming the CITY as additional insured. The policy shall not be modified or terminated without thirty(30) days prior written notice to the DIRECTOR. The Certificate of Insurance which shall include Contractual obligation assumed by the CONSULTANT under Paragraph 10 entitled"Indemnification"shall be provided. This insurance shall apply as primary insurance with respect to any other insurance or self-insurance programs afforded to the CITY. There shall be no endorsement or modification of this insurance to make it excess over other available insurance, alternatively, if the insurance states that it is excess or prorated, it shall be endorsed to be primary with respect to the CITY. B. Comprehensive Automobile Liability. Comprehensive Automobile Liability Insurance covering all owned,non-owned and hired motor vehicles with limits of not less than$500,000 per occurrence for damage to property. - 4 - have to file suit or bring any cause of action or claim for damages against the City of Omaha and/or its officials,officers, employees,agents,attorneys,boards and commissions,and other affiliated entities or persons of any nature whatsoever in whatever form after two (2) years from the date of this Agreement. - 3 - — BODILY INJURY(Par por:on) ALL OWNED AUTOS BODILY INJURY(Per occldont) $ _ SCHEDULED AUTOS PROPERTY DAMAGE S X HIRED AUTOS (Per eccidonl) $X NON-OWNED AUTOS S UMBRELLA UAB OCCUR EACH OCCURRENCE S EXCESS LIAB� CLAIMS-MADE AGGREGATE S ,• _ $ _ DEDUCTIBLE s _ RETENTION S VYC STATU- OTM- WOR)tERS COMPENSATION X I WEYTATU- _ AND EMPLOYERS'LIABILITY 1 O/10/11 10110I12 EL, 100,000 A ANY PROPRIETORIPARTNER/EXECUTIVE Y N A027863WC ,EACH ACCIDENT S OFFICER/MEMBER EXCLUDED? N/A EL,DISEASE-EA EMPLOYEE`$ 100,00 (Mandatory In NH) 500 00 If yes,descrlbp under E.L.DISEASE-POLICY LIMIT $ _ DESCRIPTION OF OPERATIONS below _ U DESCRIPTION OF OPERATIONS/LOCATIONS I VEHICLES (Attach ACORD tut,Additional Remarks Schedule,If more epaco Is required) City of Omaha is added as additional Insured on the General Liability Policy. CERTIFICATE HOLDER CANCELLATION CIT2001 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN City of Omaha ACCORDANCE WITH THE POLICY PROVISIONS. Planning Department Cheryl Williams AUTHORIZED REPRESENTATIVE 1819 Farnam Room 1111 John E.Bush • Omaha,NE 68183 01988-2009 ACORD CORPORATION. All rights reserved. ACORD 26(2009109) The ACORD name and logo are registered marks of ACORD c� Address /�.6 FU A 000 �L 6-��il•rA /U 6d 0 �6 I Street'P.O.Box ' -o ty State � Zip �t E-Mali Address D��a�' �C �/�C� ntal units or agencies not identified by OMB will be determined based on the Federal agency providing the largest amount of Federal funds.In these cases,a governmental unit must develop an indirect cost proposal in accordance with the requirements of this Circular and maintain the proposal and related supporting documentation for audit.These governmental units are not required to submit their proposals unless they are specifically requested to do so by the cognizant agency.Where a local government only receives funds as a sub recipient,the primary recipient will be responsible for negotiating and/or monitoring the sub recipient's plan. c. Each Indian tribal government desiring reimbursement of Indirect costs must submit its indirect cost proposal to the Department of the Interior(its cognizant Federal agency). d. Indirect cost proposals must be developed(and,when required,submitted)within six months after the close of the governmental unit's fiscal year,unless an exception is approved by the cognizant Federal agency.If the proposed central service cost allocation plan for the same period has not been approved by that time,the indirect cost http://www.whitehouse.gov/omb/circulars_a087_2004/ - 10/24/2011 10/24/2011 e would result in a more equitable allocation of the costs,or that a more readily available base would not increase the costs charged to sponsored awards.The results of special cost studies(such as an engineering utility study)shall not be used to determine and allocate the indirect costs to sponsored awards. http://www.whitehouse.gov/omb/circularsal 22_2004/ 10/26/2011 C. Combined Single Limit Policy. The requirements for insurance coverage for the general liability and auto exposures may be met with a combined single limit of $1,000,000 per occurrence subject to a$1,000,000 aggregate. D. Professional Liability. The CONSULTANT shall carry CONSULTANT'S Professional Liability Insurance Covering claims resulting from error, omissions or negligent acts with a combined single limit of not less than $1,000,000 per occurrence. A Certificate of Insurance shall be submitted to the PROJECT MANAGER as evidence of insurance protection. The policy shall not be modified or terminated without thirty (30) days prior written notice to the PROJECT MANAGER. 13. CONSTRUCTION MEANS, METHODS, TECHNIQUES, SEQUENCES~ PROCEDURES AND SAFETY The CONSULTANT shall not have control over or charge of and shall not be responsible for construction means,methods,techniques,sequences or procedures,or for safety precautions and programs in connection with the construction,unless specifically identified in the Scope of Services. 14. NONDISCRIMINATION In all hiring or employment made possible or resulting from this Agreement,there shall be no discrimination against any employee or applicant for employment because of sex,age,race, color,creed,national origin,marital status,of the presence of any sensory,mental or physical handicap, unless based upon a bona fide occupational qualification, and this requirement shall apply to, but not be limited to, the following: employment advertising, layoff or termination,rates of pay or other forms of compensation and selection for training,including apprenticeship. No person shall be denied or subjected to discrimination in receipt of the benefit of any services or activities made possible by or resulting from this Agreement on the grounds of sex,race, color, creed, national origin, age except minimum age and retirement provisions, marital status or the presence of any sensory,mental or physical handicap. Any violation of this provision shall be considered a violation of a material provision of this Agreement and shall be grounds for cancellation, termination or suspension, in whole or in part, of the Agreement by the CITY. The CITY'S non-discrimination policy is attached hereto and made a part hereof as Attachment C. 15. ASSIGNMENT AND SUCCESSORS This Agreement and each and every portion thereof shall be binding upon the successors and the assigns of the parties hereto; provided, however, that no assignment shall be made without the prior written consent of the CITY. - 5 - s against the City of Omaha and/or its officials,officers, employees,agents,attorneys,boards and commissions,and other affiliated entities or persons of any nature whatsoever in whatever form after two (2) years from the date of this Agreement. - 3 - — BODILY INJURY(Par por:on) ALL OWNED AUTOS BODILY INJURY(Per occldont) $ _ SCHEDULED AUTOS PROPERTY DAMAGE S X HIRED AUTOS (Per eccidonl) $X NON-OWNED AUTOS S UMBRELLA UAB OCCUR EACH OCCURRENCE S EXCESS LIAB� CLAIMS-MADE AGGREGATE S ,• _ $ _ DEDUCTIBLE s _ RETENTION S VYC STATU- OTM- WOR)tERS COMPENSATION X I WEYTATU- _ AND EMPLOYERS'LIABILITY 1 O/10/11 10110I12 EL, 100,000 A ANY PROPRIETORIPARTNER/EXECUTIVE Y N A027863WC ,EACH ACCIDENT S OFFICER/MEMBER EXCLUDED? N/A EL,DISEASE-EA EMPLOYEE`$ 100,00 (Mandatory In NH) 500 00 If yes,descrlbp under E.L.DISEASE-POLICY LIMIT $ _ DESCRIPTION OF OPERATIONS below _ U DESCRIPTION OF OPERATIONS/LOCATIONS I VEHICLES (Attach ACORD tut,Additional Remarks Schedule,If more epaco Is required) City of Omaha is added as additional Insured on the General Liability Policy. CERTIFICATE HOLDER CANCELLATION CIT2001 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN City of Omaha ACCORDANCE WITH THE POLICY PROVISIONS. Planning Department Cheryl Williams AUTHORIZED REPRESENTATIVE 1819 Farnam Room 1111 John E.Bush • Omaha,NE 68183 01988-2009 ACORD CORPORATION. All rights reserved. ACORD 26(2009109) The ACORD name and logo are registered marks of ACORD c� Address /�.6 FU A 000 �L 6-��il•rA /U 6d 0 �6 I Street'P.O.Box ' -o ty State � Zip �t E-Mali Address D��a�' �C �/�C� ntal units or agencies not identified by OMB will be determined based on the Federal agency providing the largest amount of Federal funds.In these cases,a governmental unit must develop an indirect cost proposal in accordance with the requirements of this Circular and maintain the proposal and related supporting documentation for audit.These governmental units are not required to submit their proposals unless they are specifically requested to do so by the cognizant agency.Where a local government only receives funds as a sub recipient,the primary recipient will be responsible for negotiating and/or monitoring the sub recipient's plan. c. Each Indian tribal government desiring reimbursement of Indirect costs must submit its indirect cost proposal to the Department of the Interior(its cognizant Federal agency). d. Indirect cost proposals must be developed(and,when required,submitted)within six months after the close of the governmental unit's fiscal year,unless an exception is approved by the cognizant Federal agency.If the proposed central service cost allocation plan for the same period has not been approved by that time,the indirect cost http://www.whitehouse.gov/omb/circulars_a087_2004/ - 10/24/2011 10/24/2011 e would result in a more equitable allocation of the costs,or that a more readily available base would not increase the costs charged to sponsored awards.The results of special cost studies(such as an engineering utility study)shall not be used to determine and allocate the indirect costs to sponsored awards. http://www.whitehouse.gov/omb/circularsal 22_2004/ 10/26/2011 16. DELEGATIONS AND SUBCONTRACTORS Any assignment,delegation or subcontracting shall be subject to all the terms,conditions and other provisions of this Agreement and the CONSULTANT shall remain liable to the CITY with respect to each and every item,condition and other provision hereof to the same extent that the CONSULTANT would have been obligated if it had done the work itself and no assignment, delegation or subcontract had been made. Any proposed subcontractor shall require the CITY's advanced written approval. 17. NO CO-PARTNERSHIP OR AGENCY/INDEPENDENT CONTRACTOR This Agreement shall not be construed so as to create a partnership, joint venture, employment or other agency relationship between the parties hereto. It is also understood and agreed by and between the parties that any and all acts that the Consultant or its employees, agents, contractors or servants perform pursuant to the terms of this Agreement shall be undertaken as independent contractors and not as employees of the City. Neither Consultant nor any of its employees or agents shall be construed to be the employee or agent of the City for any purpose whatsoever. Consultant shall not be entitled to any benefits of the City. The City shall not provide any insurance coverage to the Consultant or its respective employees including, but not limited to workers' compensation insurance. Consultant and the City shall each pay all wages,salaries and other amounts due to its respective employees and shall be responsible for all reports, obligations, and payments pertaining to social security taxation, income tax withholding, workers' compensation, unemployment compensation,group insurance coverage,collective bargaining agreements or any other such similar matters. Consultant shall have no authority to bind the City or by or with any contract or agreement,nor to impose any liability upon the City. All acts and contracts of the Consultant shall be in its own name and not in the name of the City, unless otherwise provided herein. 18. SEVERABILITY The parties intend and agreed that, if any paragraph, sub-paragraph,phrase, clause or other provision of this Agreement, or any portion thereof, shall be held to be void or otherwise unenforceable, all other portions of this Agreement shall remain in full force and effect. 19. HEADINGS The headings of the several paragraphs of this Agreement are inserted only as a matter of convenience and for reference and in no way are they intended to define,limit or describe the scope of intent of any provision of this Agreement, nor shall they be construed to affect in any manner the terms and provisions hereof or the interpretation or construction thereof. - 6 - employees,agents,attorneys,boards and commissions,and other affiliated entities or persons of any nature whatsoever in whatever form after two (2) years from the date of this Agreement. - 3 - — BODILY INJURY(Par por:on) ALL OWNED AUTOS BODILY INJURY(Per occldont) $ _ SCHEDULED AUTOS PROPERTY DAMAGE S X HIRED AUTOS (Per eccidonl) $X NON-OWNED AUTOS S UMBRELLA UAB OCCUR EACH OCCURRENCE S EXCESS LIAB� CLAIMS-MADE AGGREGATE S ,• _ $ _ DEDUCTIBLE s _ RETENTION S VYC STATU- OTM- WOR)tERS COMPENSATION X I WEYTATU- _ AND EMPLOYERS'LIABILITY 1 O/10/11 10110I12 EL, 100,000 A ANY PROPRIETORIPARTNER/EXECUTIVE Y N A027863WC ,EACH ACCIDENT S OFFICER/MEMBER EXCLUDED? N/A EL,DISEASE-EA EMPLOYEE`$ 100,00 (Mandatory In NH) 500 00 If yes,descrlbp under E.L.DISEASE-POLICY LIMIT $ _ DESCRIPTION OF OPERATIONS below _ U DESCRIPTION OF OPERATIONS/LOCATIONS I VEHICLES (Attach ACORD tut,Additional Remarks Schedule,If more epaco Is required) City of Omaha is added as additional Insured on the General Liability Policy. CERTIFICATE HOLDER CANCELLATION CIT2001 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN City of Omaha ACCORDANCE WITH THE POLICY PROVISIONS. Planning Department Cheryl Williams AUTHORIZED REPRESENTATIVE 1819 Farnam Room 1111 John E.Bush • Omaha,NE 68183 01988-2009 ACORD CORPORATION. All rights reserved. ACORD 26(2009109) The ACORD name and logo are registered marks of ACORD c� Address /�.6 FU A 000 �L 6-��il•rA /U 6d 0 �6 I Street'P.O.Box ' -o ty State � Zip �t E-Mali Address D��a�' �C �/�C� ntal units or agencies not identified by OMB will be determined based on the Federal agency providing the largest amount of Federal funds.In these cases,a governmental unit must develop an indirect cost proposal in accordance with the requirements of this Circular and maintain the proposal and related supporting documentation for audit.These governmental units are not required to submit their proposals unless they are specifically requested to do so by the cognizant agency.Where a local government only receives funds as a sub recipient,the primary recipient will be responsible for negotiating and/or monitoring the sub recipient's plan. c. Each Indian tribal government desiring reimbursement of Indirect costs must submit its indirect cost proposal to the Department of the Interior(its cognizant Federal agency). d. Indirect cost proposals must be developed(and,when required,submitted)within six months after the close of the governmental unit's fiscal year,unless an exception is approved by the cognizant Federal agency.If the proposed central service cost allocation plan for the same period has not been approved by that time,the indirect cost http://www.whitehouse.gov/omb/circulars_a087_2004/ - 10/24/2011 10/24/2011 e would result in a more equitable allocation of the costs,or that a more readily available base would not increase the costs charged to sponsored awards.The results of special cost studies(such as an engineering utility study)shall not be used to determine and allocate the indirect costs to sponsored awards. http://www.whitehouse.gov/omb/circularsal 22_2004/ 10/26/2011 20. MODIFICATION OR AMENDMENT This Agreement and its attachments constitutes the entire Agreement of the parties on the subject matter hereof and may not be changed, modified, discharged or extended except by written amendment duly executed by the parties. Each party agrees that no representations or warranties shall be binding upon the other party unless expressed in writing herein or in a duly executed amendment hereof, or change order as herein provided. 21. APPLICABLE LAW This Agreement shall be deemed to have been made in,and shall be construed in accordance with the laws of the State of Illinois. 22. NEWS RELEASES The CONSULTANT may not issue any news releases without prior approval from the PROJECT MANAGER, nor will the CONSULTANT make public proposals developed under this Agreement without prior written approval from the PROJECT MANAGER prior to said documentation becoming matters of public record. 23. COOPERATION WITH OTHER CONSULTANTS The CONSULTANT shall cooperate with any other consultants in the CITY's employ or any work associated with the PROJECT. 24. E-VERIFY The Consultant is required and hereby agrees to use a federal immigration verification system to determine the work eligibility status of new employees physically performing services within the State of Nebraska.A federal immigration verification system means the electronic verification of the work authorization program authorized by the Illegal Immigration Reform and Immigrant Responsibility Act of 1996, 8 U.S.C. 1324a,known as the E-Verify Program, or an equivalent federal program designated by the United States Department of Homeland Security or other federal agency authorized to verify the work eligibility status of a newly hired employee. 25. WRITTEN COMMUNICATIONS All recommendations and other communications by the CONSULTANT to the PROJECT MANAGER and to other participants which may affect cost or time of completion, shall be made or confirmed in writing. The PROJECT MANAGER may also require other recommendations and communications by the CONSULTANT be made or confirmed in writing. - 7 - t, or any portion thereof, shall be held to be void or otherwise unenforceable, all other portions of this Agreement shall remain in full force and effect. 19. HEADINGS The headings of the several paragraphs of this Agreement are inserted only as a matter of convenience and for reference and in no way are they intended to define,limit or describe the scope of intent of any provision of this Agreement, nor shall they be construed to affect in any manner the terms and provisions hereof or the interpretation or construction thereof. - 6 - employees,agents,attorneys,boards and commissions,and other affiliated entities or persons of any nature whatsoever in whatever form after two (2) years from the date of this Agreement. - 3 - — BODILY INJURY(Par por:on) ALL OWNED AUTOS BODILY INJURY(Per occldont) $ _ SCHEDULED AUTOS PROPERTY DAMAGE S X HIRED AUTOS (Per eccidonl) $X NON-OWNED AUTOS S UMBRELLA UAB OCCUR EACH OCCURRENCE S EXCESS LIAB� CLAIMS-MADE AGGREGATE S ,• _ $ _ DEDUCTIBLE s _ RETENTION S VYC STATU- OTM- WOR)tERS COMPENSATION X I WEYTATU- _ AND EMPLOYERS'LIABILITY 1 O/10/11 10110I12 EL, 100,000 A ANY PROPRIETORIPARTNER/EXECUTIVE Y N A027863WC ,EACH ACCIDENT S OFFICER/MEMBER EXCLUDED? N/A EL,DISEASE-EA EMPLOYEE`$ 100,00 (Mandatory In NH) 500 00 If yes,descrlbp under E.L.DISEASE-POLICY LIMIT $ _ DESCRIPTION OF OPERATIONS below _ U DESCRIPTION OF OPERATIONS/LOCATIONS I VEHICLES (Attach ACORD tut,Additional Remarks Schedule,If more epaco Is required) City of Omaha is added as additional Insured on the General Liability Policy. CERTIFICATE HOLDER CANCELLATION CIT2001 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN City of Omaha ACCORDANCE WITH THE POLICY PROVISIONS. Planning Department Cheryl Williams AUTHORIZED REPRESENTATIVE 1819 Farnam Room 1111 John E.Bush • Omaha,NE 68183 01988-2009 ACORD CORPORATION. All rights reserved. ACORD 26(2009109) The ACORD name and logo are registered marks of ACORD c� Address /�.6 FU A 000 �L 6-��il•rA /U 6d 0 �6 I Street'P.O.Box ' -o ty State � Zip �t E-Mali Address D��a�' �C �/�C� ntal units or agencies not identified by OMB will be determined based on the Federal agency providing the largest amount of Federal funds.In these cases,a governmental unit must develop an indirect cost proposal in accordance with the requirements of this Circular and maintain the proposal and related supporting documentation for audit.These governmental units are not required to submit their proposals unless they are specifically requested to do so by the cognizant agency.Where a local government only receives funds as a sub recipient,the primary recipient will be responsible for negotiating and/or monitoring the sub recipient's plan. c. Each Indian tribal government desiring reimbursement of Indirect costs must submit its indirect cost proposal to the Department of the Interior(its cognizant Federal agency). d. Indirect cost proposals must be developed(and,when required,submitted)within six months after the close of the governmental unit's fiscal year,unless an exception is approved by the cognizant Federal agency.If the proposed central service cost allocation plan for the same period has not been approved by that time,the indirect cost http://www.whitehouse.gov/omb/circulars_a087_2004/ - 10/24/2011 10/24/2011 e would result in a more equitable allocation of the costs,or that a more readily available base would not increase the costs charged to sponsored awards.The results of special cost studies(such as an engineering utility study)shall not be used to determine and allocate the indirect costs to sponsored awards. http://www.whitehouse.gov/omb/circularsal 22_2004/ 10/26/2011 26. NOTICES All notices, reports and documents required under this Agreement shall be in writing and shall be mailed by First Class Mail, postage prepaid, addressed as follows: A. As to the CITY: Barb Velinsky, Project Manager Mayor's Office 1819 Farnam Street Omaha,NE 68183 B. As to the CONSULTANT: Spencer Stern, President Stern Consulting, LLC 2318 Ridge Avenue Evanston, Illinois 60201 27. COMPLIANCE WITH LAWS Notwithstanding anyother provision of this AGREEMENT it is expressly agreed and understood that in connection with the performance of this AGREEMENT that the CONSULTANT shall comply with all applicable federal, state,city and other requirements of law,including,but not limited to,any applicable requirements regarding prevailing wages, minimum wage, workplace safety and legal status of employees. Without limiting the foregoing, CONSULTANT hereby certifies, represents and warrants to the CITY that all CONSULTANT'S employees and/or agents who will be providing products and/or services with respect to this AGREEMENT shall be legal residents of the United States. CONSULTANT shall also at its expense secure all permits and licenses,pay all charges and fees and give all notices necessary and incident to the due and lawful prosecution of the work, and/or the products and/or services to be provided for in this AGREEMENT. The CITY shall have the right to audit any records in the possession or control of the CONSULTANT to determine CONSULTANT'S compliance with the provisions of this paragraph. In the event the.CITY proceeds with such an audit the CONSULTANT shall make available to the CITY the CONSULTANT'S relevant records at no cost to the CITY. CONSULTANT shall pay any and all costs associated with any such audit. IN WITNESS WHEREOF,the parties hereto have entered into and executed this agreement effective as of the date and year first written above. CITY OF OMAHA: By: OIL /. , Suttle,yor • - 8 - recommendations and communications by the CONSULTANT be made or confirmed in writing. - 7 - t, or any portion thereof, shall be held to be void or otherwise unenforceable, all other portions of this Agreement shall remain in full force and effect. 19. HEADINGS The headings of the several paragraphs of this Agreement are inserted only as a matter of convenience and for reference and in no way are they intended to define,limit or describe the scope of intent of any provision of this Agreement, nor shall they be construed to affect in any manner the terms and provisions hereof or the interpretation or construction thereof. - 6 - employees,agents,attorneys,boards and commissions,and other affiliated entities or persons of any nature whatsoever in whatever form after two (2) years from the date of this Agreement. - 3 - — BODILY INJURY(Par por:on) ALL OWNED AUTOS BODILY INJURY(Per occldont) $ _ SCHEDULED AUTOS PROPERTY DAMAGE S X HIRED AUTOS (Per eccidonl) $X NON-OWNED AUTOS S UMBRELLA UAB OCCUR EACH OCCURRENCE S EXCESS LIAB� CLAIMS-MADE AGGREGATE S ,• _ $ _ DEDUCTIBLE s _ RETENTION S VYC STATU- OTM- WOR)tERS COMPENSATION X I WEYTATU- _ AND EMPLOYERS'LIABILITY 1 O/10/11 10110I12 EL, 100,000 A ANY PROPRIETORIPARTNER/EXECUTIVE Y N A027863WC ,EACH ACCIDENT S OFFICER/MEMBER EXCLUDED? N/A EL,DISEASE-EA EMPLOYEE`$ 100,00 (Mandatory In NH) 500 00 If yes,descrlbp under E.L.DISEASE-POLICY LIMIT $ _ DESCRIPTION OF OPERATIONS below _ U DESCRIPTION OF OPERATIONS/LOCATIONS I VEHICLES (Attach ACORD tut,Additional Remarks Schedule,If more epaco Is required) City of Omaha is added as additional Insured on the General Liability Policy. CERTIFICATE HOLDER CANCELLATION CIT2001 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN City of Omaha ACCORDANCE WITH THE POLICY PROVISIONS. Planning Department Cheryl Williams AUTHORIZED REPRESENTATIVE 1819 Farnam Room 1111 John E.Bush • Omaha,NE 68183 01988-2009 ACORD CORPORATION. All rights reserved. ACORD 26(2009109) The ACORD name and logo are registered marks of ACORD c� Address /�.6 FU A 000 �L 6-��il•rA /U 6d 0 �6 I Street'P.O.Box ' -o ty State � Zip �t E-Mali Address D��a�' �C �/�C� ntal units or agencies not identified by OMB will be determined based on the Federal agency providing the largest amount of Federal funds.In these cases,a governmental unit must develop an indirect cost proposal in accordance with the requirements of this Circular and maintain the proposal and related supporting documentation for audit.These governmental units are not required to submit their proposals unless they are specifically requested to do so by the cognizant agency.Where a local government only receives funds as a sub recipient,the primary recipient will be responsible for negotiating and/or monitoring the sub recipient's plan. c. Each Indian tribal government desiring reimbursement of Indirect costs must submit its indirect cost proposal to the Department of the Interior(its cognizant Federal agency). d. Indirect cost proposals must be developed(and,when required,submitted)within six months after the close of the governmental unit's fiscal year,unless an exception is approved by the cognizant Federal agency.If the proposed central service cost allocation plan for the same period has not been approved by that time,the indirect cost http://www.whitehouse.gov/omb/circulars_a087_2004/ - 10/24/2011 10/24/2011 e would result in a more equitable allocation of the costs,or that a more readily available base would not increase the costs charged to sponsored awards.The results of special cost studies(such as an engineering utility study)shall not be used to determine and allocate the indirect costs to sponsored awards. http://www.whitehouse.gov/omb/circularsal 22_2004/ 10/26/2011 Attest: D° • 1/4* City Clerk. , • STERN CONSULTING, By: Q11 , 111 /o-.28'// Spencer Stern, President APPROVED AS TO FOR � 44 /i/7/ ASSISTANT CITY ATTORNEY - 9 - '�. \ , ,.,., CD 0-t `.--' cA CA \ ° 0 ow ¢, o o rno n fp x Q.tC tC ccnn Q- • n4 A 11 f • (3.t C i '7 '. i ' a — = `Dcr•Q> � �O aa 50("D EC D: : 0.,(.4 • o oc "CI l v? O � •�o ,• a h ua < 4ti _ \i ¢ W Q Q z U 0 O U o o a 0 (6) a ���ry1 • ATTACHMENT A SCOPE OF SERVICES Phase 1 Deliverables • Finalized work plan • CRM kick-off meeting materials • Conduct kickoff meeting Phase 2 Deliverables • Survey instrument • Respondent list ■ Conduct on-site interviews • Focus group moderator's guide • Conduct focus groups Phase 3 Deliverables • Current state analysis • Transaction volumes by channel • Improvement opportunities • High-level contact center staffing analysis Phase 4 Deliverables ■ Opportunity map • Call center specifications • Website enhancements (content and interface) • Change management program • Gap analysis • Benchmark data • Future state strategy and needs Phase 5 Deliverables • Finalize business case • Deliver final business case presentation to multiple groups of stakeholders within the city • Final report will include: o Cost options o Cost/benefit analysis o Technology recommendations o Assessment of issues and requirements to,successfully implement a 311 solution o Risk mitigation approach iding products and/or services with respect to this AGREEMENT shall be legal residents of the United States. CONSULTANT shall also at its expense secure all permits and licenses,pay all charges and fees and give all notices necessary and incident to the due and lawful prosecution of the work, and/or the products and/or services to be provided for in this AGREEMENT. The CITY shall have the right to audit any records in the possession or control of the CONSULTANT to determine CONSULTANT'S compliance with the provisions of this paragraph. In the event the.CITY proceeds with such an audit the CONSULTANT shall make available to the CITY the CONSULTANT'S relevant records at no cost to the CITY. CONSULTANT shall pay any and all costs associated with any such audit. IN WITNESS WHEREOF,the parties hereto have entered into and executed this agreement effective as of the date and year first written above. CITY OF OMAHA: By: OIL /. , Suttle,yor • - 8 - recommendations and communications by the CONSULTANT be made or confirmed in writing. - 7 - t, or any portion thereof, shall be held to be void or otherwise unenforceable, all other portions of this Agreement shall remain in full force and effect. 19. HEADINGS The headings of the several paragraphs of this Agreement are inserted only as a matter of convenience and for reference and in no way are they intended to define,limit or describe the scope of intent of any provision of this Agreement, nor shall they be construed to affect in any manner the terms and provisions hereof or the interpretation or construction thereof. - 6 - employees,agents,attorneys,boards and commissions,and other affiliated entities or persons of any nature whatsoever in whatever form after two (2) years from the date of this Agreement. - 3 - — BODILY INJURY(Par por:on) ALL OWNED AUTOS BODILY INJURY(Per occldont) $ _ SCHEDULED AUTOS PROPERTY DAMAGE S X HIRED AUTOS (Per eccidonl) $X NON-OWNED AUTOS S UMBRELLA UAB OCCUR EACH OCCURRENCE S EXCESS LIAB� CLAIMS-MADE AGGREGATE S ,• _ $ _ DEDUCTIBLE s _ RETENTION S VYC STATU- OTM- WOR)tERS COMPENSATION X I WEYTATU- _ AND EMPLOYERS'LIABILITY 1 O/10/11 10110I12 EL, 100,000 A ANY PROPRIETORIPARTNER/EXECUTIVE Y N A027863WC ,EACH ACCIDENT S OFFICER/MEMBER EXCLUDED? N/A EL,DISEASE-EA EMPLOYEE`$ 100,00 (Mandatory In NH) 500 00 If yes,descrlbp under E.L.DISEASE-POLICY LIMIT $ _ DESCRIPTION OF OPERATIONS below _ U DESCRIPTION OF OPERATIONS/LOCATIONS I VEHICLES (Attach ACORD tut,Additional Remarks Schedule,If more epaco Is required) City of Omaha is added as additional Insured on the General Liability Policy. CERTIFICATE HOLDER CANCELLATION CIT2001 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN City of Omaha ACCORDANCE WITH THE POLICY PROVISIONS. Planning Department Cheryl Williams AUTHORIZED REPRESENTATIVE 1819 Farnam Room 1111 John E.Bush • Omaha,NE 68183 01988-2009 ACORD CORPORATION. All rights reserved. ACORD 26(2009109) The ACORD name and logo are registered marks of ACORD c� Address /�.6 FU A 000 �L 6-��il•rA /U 6d 0 �6 I Street'P.O.Box ' -o ty State � Zip �t E-Mali Address D��a�' �C �/�C� ntal units or agencies not identified by OMB will be determined based on the Federal agency providing the largest amount of Federal funds.In these cases,a governmental unit must develop an indirect cost proposal in accordance with the requirements of this Circular and maintain the proposal and related supporting documentation for audit.These governmental units are not required to submit their proposals unless they are specifically requested to do so by the cognizant agency.Where a local government only receives funds as a sub recipient,the primary recipient will be responsible for negotiating and/or monitoring the sub recipient's plan. c. Each Indian tribal government desiring reimbursement of Indirect costs must submit its indirect cost proposal to the Department of the Interior(its cognizant Federal agency). d. Indirect cost proposals must be developed(and,when required,submitted)within six months after the close of the governmental unit's fiscal year,unless an exception is approved by the cognizant Federal agency.If the proposed central service cost allocation plan for the same period has not been approved by that time,the indirect cost http://www.whitehouse.gov/omb/circulars_a087_2004/ - 10/24/2011 10/24/2011 e would result in a more equitable allocation of the costs,or that a more readily available base would not increase the costs charged to sponsored awards.The results of special cost studies(such as an engineering utility study)shall not be used to determine and allocate the indirect costs to sponsored awards. http://www.whitehouse.gov/omb/circularsal 22_2004/ 10/26/2011 ATTACHMENT B • Stern Consulting 311 Project Phase 1 Fee and Expense Breakout ._:. { Task' Fees Expenses :. 1.1 Initiation $16,850 $1,750 1.2 Current State Analysis $39,650 $5,100 1.3 Future State Analysis $13,000 $600 1.4 Assessment Development $8,400 $650 1.5 On-Site Presentations $5,250 $1,750 Total $83,150 $9,850 • Grand Total $93,000 Please note the actual amounts by phase may vary based on the actual work completed. (3.t C i '7 '. i ' a — = `Dcr•Q> � �O aa 50("D EC D: : 0.,(.4 • o oc "CI l v? O � •�o ,• a h ua < 4ti _ \i ¢ W Q Q z U 0 O U o o a 0 (6) a ���ry1 ATTACHEMENT C EQUAL OPPORTUNTIY CLAUSE During the performance of this contract, the contractor agrees as follows: 1) The contractor shall not discriminate against any employee applicant for employment because of race, religion, color, sex, age, disability or national origin. The contractor shall ensure that applicants are employed and that employees are treated during employment without regard to their race, religion, color, sex or national origin. As used herein, the word "treated" shall mean and include, without limitation, the following: recruited, whether by advertising or by other means; compensated; selected for training, including apprenticeship; promoted; upgraded; demoted; downgraded; transferred; laid off; and terminated. The contractor agrees to and shall post in conspicuous places, available to employees and applicants for employment, notices to be provided by the contracting officers setting forth the provisions of this nondiscrimination clause. 2) The contractor shall, in all solicitations or advertisements for employees placed by or on behalf of the contractor, state that all qualified applicants will receive consideration for employment without regard to race, religion, color, sex, or national origin, age, disability. 3) The contractor shall send to each representative of workers with which he has a collective bargaining agreement or other contract or understanding a notice advising the labor union or worker's representative of the contractor's commitments under the equal employment opportunity clause of the city and shall post copies of the notice in conspicuous places available to employees and applicants for employment. 4) The contractor shall furnish to the human rights and relations director all federal forms containing the information and reports required by the federal government for federal contracts under federal rules and regulations; including the information required by section 10-192 to 10- 194, inclusive, and shall permit reasonable access to his records. Records accessible to the human rights and relations director shall be those which are related to paragraphs (1)through (7) of this subsection and only after reasonable notice is given the contractor. The purpose of this provision is to provide for investigation to ascertain compliance with the program provided for herein. 5) The contractor shall take such actions with respect to any subcontractor as the city may direct as a means of enforcing the provisions of paragraphs (1) through (7) herein, including penalties and sanctions for noncompliance; however, in the event the contractor becomes involved in or is threatened with litigation as the result of such directions by the city, the city will enter into such litigation as is necessary to protect the interests of the city and to effectuate these provisions of this division; and in the case of contracts receiving federal assistance, the contractor or the city may request the United States to enter into such litigation to protect the interests of the United States. 6) The contractor shall file and shall cause his subcontractors, if any to file compliance reports with the contractor in the same form and to the same extent as required by the federal government for federal contracts under federal rules and regulations. Such compliance reports shall be filed with EACH OCCURRENCE S EXCESS LIAB� CLAIMS-MADE AGGREGATE S ,• _ $ _ DEDUCTIBLE s _ RETENTION S VYC STATU- OTM- WOR)tERS COMPENSATION X I WEYTATU- _ AND EMPLOYERS'LIABILITY 1 O/10/11 10110I12 EL, 100,000 A ANY PROPRIETORIPARTNER/EXECUTIVE Y N A027863WC ,EACH ACCIDENT S OFFICER/MEMBER EXCLUDED? N/A EL,DISEASE-EA EMPLOYEE`$ 100,00 (Mandatory In NH) 500 00 If yes,descrlbp under E.L.DISEASE-POLICY LIMIT $ _ DESCRIPTION OF OPERATIONS below _ U DESCRIPTION OF OPERATIONS/LOCATIONS I VEHICLES (Attach ACORD tut,Additional Remarks Schedule,If more epaco Is required) City of Omaha is added as additional Insured on the General Liability Policy. CERTIFICATE HOLDER CANCELLATION CIT2001 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN City of Omaha ACCORDANCE WITH THE POLICY PROVISIONS. Planning Department Cheryl Williams AUTHORIZED REPRESENTATIVE 1819 Farnam Room 1111 John E.Bush • Omaha,NE 68183 01988-2009 ACORD CORPORATION. All rights reserved. ACORD 26(2009109) The ACORD name and logo are registered marks of ACORD c� Address /�.6 FU A 000 �L 6-��il•rA /U 6d 0 �6 I Street'P.O.Box ' -o ty State � Zip �t E-Mali Address D��a�' �C �/�C� ntal units or agencies not identified by OMB will be determined based on the Federal agency providing the largest amount of Federal funds.In these cases,a governmental unit must develop an indirect cost proposal in accordance with the requirements of this Circular and maintain the proposal and related supporting documentation for audit.These governmental units are not required to submit their proposals unless they are specifically requested to do so by the cognizant agency.Where a local government only receives funds as a sub recipient,the primary recipient will be responsible for negotiating and/or monitoring the sub recipient's plan. c. Each Indian tribal government desiring reimbursement of Indirect costs must submit its indirect cost proposal to the Department of the Interior(its cognizant Federal agency). d. Indirect cost proposals must be developed(and,when required,submitted)within six months after the close of the governmental unit's fiscal year,unless an exception is approved by the cognizant Federal agency.If the proposed central service cost allocation plan for the same period has not been approved by that time,the indirect cost http://www.whitehouse.gov/omb/circulars_a087_2004/ - 10/24/2011 10/24/2011 e would result in a more equitable allocation of the costs,or that a more readily available base would not increase the costs charged to sponsored awards.The results of special cost studies(such as an engineering utility study)shall not be used to determine and allocate the indirect costs to sponsored awards. http://www.whitehouse.gov/omb/circularsal 22_2004/ 10/26/2011 the human rights and relations director. Compliance reports filed at such times as directed shall contain information as to the employment practices, policies, programs and statistics of the contractor and his subcontractors. 7) The contractor shall include the provisions of paragraphs (1) through (7) of this section, "Equal employment opportunity clause," and section 10-193 in every subcontract or purchase order so that such provisions will be binding upon each subcontractor or vendor. actual amounts by phase may vary based on the actual work completed. (3.t C i '7 '. i ' a — = `Dcr•Q> � �O aa 50("D EC D: : 0.,(.4 • o oc "CI l v? O � •�o ,• a h ua < 4ti _ \i ¢ W Q Q z U 0 O U o o a 0 (6) a ���ry1 C-25A CITY OF OMAHA LEGISLATIVE CHAMBER . Omaha,Nebraska RESOLVED BY THE CITY COUNCIL OF THE CITY OF OMAHA: WHEREAS,Stern Consulting,Inc.,submitted a proposal in the amount of$93,000.00 to evaluate the City's current methods of dealing with citizens' inquiries and complaints and the feasibility of establishing a 311 Citizen Relationship Management(CRM)System for the City;and, WHEREAS,proposals were received on July 27,2011,from Stern Consulting,Inc., and five other companies for the above-mentioned project; and, WHEREAS, the Mayor recommends accepting this proposal and entering into a Professional Services Agreement with Stern Consulting,Inc.,as it was found to have submitted the lowest and best proposal for Phase I of this project. NOW,THEREFORE,BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF OMAHA: THAT, as recommended by the Mayor,the Professional Services Agreement based upon the proposal from Stern Consulting,Inc.,in the amount of$93,000.00 for 311 Assessment,is hereby approved. BE IT FURTHER RESOLVED: THAT,the Finance Department of the City of Omaha is authorized to pay$93,000.00 for the cost of the Professional Services Agreement with Stern Consulting, Inc., from Year 2011, Fund 13112, City Capital Improvement, Organization 132022, General Government. APPROVED AS TO FORM: L2d-- /009 'ASSIS ANT CITY ATTORNEY DATE P\LAW-CITY COUNCIL DOCUMENTS\2011\30129dIm By I giA97714.4 I• 1 cilmemberda v /14/,') 2°11 ge-ma/114 /)i, Adopted N �fr/ / /ll looe,d ;21/it -- C' Clerk /1591 '�Approv Mayor ederal forms containing the information and reports required by the federal government for federal contracts under federal rules and regulations; including the information required by section 10-192 to 10- 194, inclusive, and shall permit reasonable access to his records. Records accessible to the human rights and relations director shall be those which are related to paragraphs (1)through (7) of this subsection and only after reasonable notice is given the contractor. The purpose of this provision is to provide for investigation to ascertain compliance with the program provided for herein. 5) The contractor shall take such actions with respect to any subcontractor as the city may direct as a means of enforcing the provisions of paragraphs (1) through (7) herein, including penalties and sanctions for noncompliance; however, in the event the contractor becomes involved in or is threatened with litigation as the result of such directions by the city, the city will enter into such litigation as is necessary to protect the interests of the city and to effectuate these provisions of this division; and in the case of contracts receiving federal assistance, the contractor or the city may request the United States to enter into such litigation to protect the interests of the United States. 6) The contractor shall file and shall cause his subcontractors, if any to file compliance reports with the contractor in the same form and to the same extent as required by the federal government for federal contracts under federal rules and regulations. Such compliance reports shall be filed with EACH OCCURRENCE S EXCESS LIAB� CLAIMS-MADE AGGREGATE S ,• _ $ _ DEDUCTIBLE s _ RETENTION S VYC STATU- OTM- WOR)tERS COMPENSATION X I WEYTATU- _ AND EMPLOYERS'LIABILITY 1 O/10/11 10110I12 EL, 100,000 A ANY PROPRIETORIPARTNER/EXECUTIVE Y N A027863WC ,EACH ACCIDENT S OFFICER/MEMBER EXCLUDED? N/A EL,DISEASE-EA EMPLOYEE`$ 100,00 (Mandatory In NH) 500 00 If yes,descrlbp under E.L.DISEASE-POLICY LIMIT $ _ DESCRIPTION OF OPERATIONS below _ U DESCRIPTION OF OPERATIONS/LOCATIONS I VEHICLES (Attach ACORD tut,Additional Remarks Schedule,If more epaco Is required) City of Omaha is added as additional Insured on the General Liability Policy. CERTIFICATE HOLDER CANCELLATION CIT2001 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN City of Omaha ACCORDANCE WITH THE POLICY PROVISIONS. Planning Department Cheryl Williams AUTHORIZED REPRESENTATIVE 1819 Farnam Room 1111 John E.Bush • Omaha,NE 68183 01988-2009 ACORD CORPORATION. All rights reserved. ACORD 26(2009109) The ACORD name and logo are registered marks of ACORD c� Address /�.6 FU A 000 �L 6-��il•rA /U 6d 0 �6 I Street'P.O.Box ' -o ty State � Zip �t E-Mali Address D��a�' �C �/�C� ntal units or agencies not identified by OMB will be determined based on the Federal agency providing the largest amount of Federal funds.In these cases,a governmental unit must develop an indirect cost proposal in accordance with the requirements of this Circular and maintain the proposal and related supporting documentation for audit.These governmental units are not required to submit their proposals unless they are specifically requested to do so by the cognizant agency.Where a local government only receives funds as a sub recipient,the primary recipient will be responsible for negotiating and/or monitoring the sub recipient's plan. c. Each Indian tribal government desiring reimbursement of Indirect costs must submit its indirect cost proposal to the Department of the Interior(its cognizant Federal agency). d. Indirect cost proposals must be developed(and,when required,submitted)within six months after the close of the governmental unit's fiscal year,unless an exception is approved by the cognizant Federal agency.If the proposed central service cost allocation plan for the same period has not been approved by that time,the indirect cost http://www.whitehouse.gov/omb/circulars_a087_2004/ - 10/24/2011 10/24/2011 e would result in a more equitable allocation of the costs,or that a more readily available base would not increase the costs charged to sponsored awards.The results of special cost studies(such as an engineering utility study)shall not be used to determine and allocate the indirect costs to sponsored awards. http://www.whitehouse.gov/omb/circularsal 22_2004/ 10/26/2011 �. O 0 '� O 0 O 69 �' ) 0,.1. 0 r c °� , cu w c, a o cD yiO °' ID o Cr o CO« c c) C° a so CDCDa0o i-.411.,„.. . ct, \o • \\j.\ M gla = '‘... I R(I ‘:.`‘ = c) — _ ' ate O,_, .- a E (.1 rDE .: ¢" � CD NfiK. 0. N R N v..' g v� C' AD 0 z z • . . n .. i J .,,....”, .. . - ,-, . _ ,.. , , . . ,_ ._ _... , .., ,.. of o a 0 (6) a ���ry1 41 OMR • City Council Questions ` `` 311Citizen Relationship Management Project 1) At least 50%of the calls the City of Omaha receives come from outside the city or should have been directed to another government agency or they have an issue that is above expectations. What other partners are currently interested in joining the city in developing this system? We have talked to Douglas County officials and, while they appear interested, my interpretation is they are not in a position to pursue a Citizen Relationship Management(CRM) System at this time. The Public Service Commission has approved our use of the 311 number and has encouraged us to expand to Douglas County and beyond after we have established the City of Omaha's system. 2) With a 311 system, how would the Mayor's Hot Line function in relation to what is currently required by the City Charter? Section 3.13. -Taxpayer Complaint Office. There shall be established in the office of the Mayor a Taxpayer Complaint Office.This office shall be responsible for receiving complaints and inquiries concerning city policies, programs, and operations,and for promptly preparing and dispatching written answers concerning each such complaint or inquiry. The Citizen Relationship Management System, commonly called 311,would be the successor to the Hotline. The Hotline staff would become part of this new CRM. The new 311 system would continue fulfilling the requirements of the City Charter. 3) What other social referral services are there in Omaha that currently handle some type of call volume. The Public Service Commission issued the 211 social service number to United Way, serving the State of Nebraska. There are other emergency social service lines that serve the metropolitan area. A partial list is attached to this document. Our new CRM 311 is not a social referral service line.The city's 311 CRM is not just a phone line and is specifically oriented to helping citizens with their requests and complaints regarding city services. 311 is an actual reporting/requesting line for all non-emergency government functions. It will bring citizens closer to their government and diminishes the lack of trust that currently exists.The Nebraska Public Service Commission issues the 311 for government services. (The Nebraska Public Service Commission regulates railroads, household goods and passenger carriers,telephone companies,grain warehouses and construction of manufactured (mobile) homes.) 1 • 4) What is the current call volume on the top 15 lines coming into the City?What is the estimated savings if these lines were condensed into one line? The 311 Assessment will schedule interviews with a number of departmental personnel from the various lines to estimate their call traffic. Deanna Hughes, DOT.Comm Client Manager indicated that she spoke to Lori Hedlund, the Voice Services Supervisor at DOT.Comm and confirmed that with the current Centrex phone system we have no way to retrieve statistics on the phone lines. Century Link (formally Qwest)also does not have a way to provide detailed information on the phone lines. The Centrex system is 1970's technology and just doesn't provide detailed statistics. 5) Some experience of other cities suggest citizens will still contact their representative or call the individual departments and not use the 311 system.The City of Omaha currently has many systems in place today to track calls, issues,etc(911 center,Acell in Planning, Code enforcement for weed, litter, housing, etc)?Over the last couple of years,the City of Omaha has experienced one of the worst winters in recent memory with two blizzards, a never ending freeze/thaw cycle that decimated the streets,etc. Can you quantify how big a problem it is that calls are being dropped through the cracks and what has not been fixed or followed-up on? One of the difficulties of our systems currently is that there are so many of them. This is confusing the citizens and causes duplication of effort. Currently we have no formal way to determine if a problem has been addressed. The citizen must call us back to let us know. We did a much better job of addressing blizzards and hazard weather last year. However, as with other issues,these calls came to several phone lines. A 311 CRM will assist us in serving the citizen better in a number of ways including, but not limited to: a central number,feedback,and a centralized data center to help us track citizen requests and review overall data to help us plan better service delivery on a macro basis. 6) What other options have been explored to create a better communication system with residents —such as full-time funding of professional hot line operators, revamped training for all city operators, outside Telemarketing Company, non-profit organization, city operator?These costs would be significantly less. All these options have been explored over the years and 311 can make the best practices work to the City's advantage. 2 ) homes.) 1 Within our current system,we have made adjustments to the Hotline. We now issue monthly statistical reports to the Mayor. In addition DOT.Comm now backs up our system with a Server. Other improvements have been made, but our system is fragile and does not interface with any other software. 7) What other companies were interviewed for the consulting work and what was the price of the other bids? See Attachment 2 for this information. Each of the 6 proposals was reviewed by our 311 Development Committee. After review and discussion of all six proposals,we checked references on three finalists, Stern, EMA and ICMA. We interviewed two of these,Stern and EMA. The 311 Development Committee includes: Deanna Hughes, DOT.Comm Client Manager Michael Schonlau, GIS Coordinator Shari Larsen, Finance Department T.J.Smith, Hotline Director Scott McIntyre,Street Maintenance Engineer Barb Velinsky, Community Director 8) Is the consulting necessary and since we will be taking baby steps could the City of Omaha use the money to begin implementing a better system without the consulting work. Microsoft sells a 311 CRM software licensing for 50,000(Birmingham,AL) and will provide training on the software and customize it to the City of Omaha's needs. In order to answer all the questions,we must first assess our needs. We would not select a software company without doing an analysis of our current systems. We need to know how each of our lines is being used right now,the questions and issues of citizens,the current staffing, and the pluses and minuses of the current systems. How would we choose the appropriate software and ensure it would not become outdated in the next number of years? 9) Stern Consulting Experience with Citizen Relationship Management Systems Phase I —Assessment Phase II — Implementation Plan City of West Hollywood, CA(System not yet live; City of Chattanooga, TN (Launched 311 in 2002- in the process of launching) 2003) Montgomery County, MD ((launched 311 in 2009-10) City of Carlsbad, CA(Plan to launch in second quarter 2012) Phase III — Project Management City of Boise, ID (Plan to issue RFP in third Services (Implementation) quarter 2012) City of Baltimore, MD (launched 311 in 1998; City of Elgin, IL (Plan to launch in second Stern involved in 2003) quarter 2013) City of Chicago, IL (Launched 311 in 1999; Stern involved in 2003) City of Cleveland, OH (Launched call center in 2009) 3 10. Similar Cities Using a Citizen Relationship Management System (provided by Stern Consulting) Minneapolis, MN Don Stickney Minneapolis 311 - Director (612)673-3117 don.stickneyaci.minneapolis.mn.us Kansas City, KS Jean Ann Lawson—311 Operations Manager Jean ann lwson@kcmo.org Kate Bender Kate benderakcmo.org (816) 513-1313 (general phone#) Buffalo, NY Oswaldo Mestre Director- Division of Citizen Services (716) 851-5307 omestreach.ci.buffalo.ny.us Albuquerque, NM Brian Osterloh Application Development Manager for CRM (505) 768-2922 BOsterloh a(�,caba.gov Cleveland, OH (using 311, but the actual number is not advertised to the constituents who are calling a 7 digit number) Kim Roy Wilson Call Center Project Manager (216)664-7056 KRoyWilsonc city.cleveland.oh.us Indianapolis, IN (Not using 311 phone number, but using a 7-digit number in their centralized, consolidated call center. This is a joint city/county operation). Sarah Taylor Mayor's Director of Constituent Services 317-327-4622 (General phone#) sarah.tayloraindv.gov St. Louis, MO (Not using the 311 phone number, but using a 7-digit number in their centralized, consolidated call center). Cindy Riordan (314)622-4800 (General phone#) RiordanC(cr�,stlouiscitv.com 4 doing an analysis of our current systems. We need to know how each of our lines is being used right now,the questions and issues of citizens,the current staffing, and the pluses and minuses of the current systems. How would we choose the appropriate software and ensure it would not become outdated in the next number of years? 9) Stern Consulting Experience with Citizen Relationship Management Systems Phase I —Assessment Phase II — Implementation Plan City of West Hollywood, CA(System not yet live; City of Chattanooga, TN (Launched 311 in 2002- in the process of launching) 2003) Montgomery County, MD ((launched 311 in 2009-10) City of Carlsbad, CA(Plan to launch in second quarter 2012) Phase III — Project Management City of Boise, ID (Plan to issue RFP in third Services (Implementation) quarter 2012) City of Baltimore, MD (launched 311 in 1998; City of Elgin, IL (Plan to launch in second Stern involved in 2003) quarter 2013) City of Chicago, IL (Launched 311 in 1999; Stern involved in 2003) City of Cleveland, OH (Launched call center in 2009) 3 11. City Phone Lines Functioning as Hotlines: • Air Quality/Odor Control---402-444-6015/402-444-6016---Environmental Services • Cars, Junk Trailers on Public or Private Property—Hotline-402-444-5555 • Code Enforcement/Planning (housing and zoning)-402-444-5371 • Forester (complaints on trees on public property)-402-444-5956 • Garbage Collection/Recycling/Complaints/Information-402-444-5238—Spring Clean up-402-444-4636 • Graffiti—Mayor's Hotline-402-444-5555 • Parks and Recreation (complaints on parks and golf courses) —402-444-5900 • Public Works Department (referral to traffic, design, construction and general services)- 402-444-5220 • Sewer---402-444-5332 • Sidewalk Hotline (snow removal, broken or obstructed sidewalks) 402-444-5283 • Street Maintenance (potholes, alley cleaning, snow removal)-402-444-4919 • Traffic Engineering (traffic lights; sign and street issues)-402-444-5160 • Weeds/litter-402-444-5910 5 eir centralized, consolidated call center. This is a joint city/county operation). Sarah Taylor Mayor's Director of Constituent Services 317-327-4622 (General phone#) sarah.tayloraindv.gov St. Louis, MO (Not using the 311 phone number, but using a 7-digit number in their centralized, consolidated call center). Cindy Riordan (314)622-4800 (General phone#) RiordanC(cr�,stlouiscitv.com 4 doing an analysis of our current systems. We need to know how each of our lines is being used right now,the questions and issues of citizens,the current staffing, and the pluses and minuses of the current systems. How would we choose the appropriate software and ensure it would not become outdated in the next number of years? 9) Stern Consulting Experience with Citizen Relationship Management Systems Phase I —Assessment Phase II — Implementation Plan City of West Hollywood, CA(System not yet live; City of Chattanooga, TN (Launched 311 in 2002- in the process of launching) 2003) Montgomery County, MD ((launched 311 in 2009-10) City of Carlsbad, CA(Plan to launch in second quarter 2012) Phase III — Project Management City of Boise, ID (Plan to issue RFP in third Services (Implementation) quarter 2012) City of Baltimore, MD (launched 311 in 1998; City of Elgin, IL (Plan to launch in second Stern involved in 2003) quarter 2013) City of Chicago, IL (Launched 311 in 1999; Stern involved in 2003) City of Cleveland, OH (Launched call center in 2009) 3 Attachment 1 Nebraska Emergency Crisis Hotlines and Helplines . Heartland Family Service Domestic Abuse Program 2101 South 42nd Street Omaha, NE 68105-2929 Hotline: (800) 523-3666 Phone: (402)291-6065 Phone: (402) 553-3000 Phone: (877) 553-3001 Fax: (402) 553-3133 E-mail: infoheartlandfamilvservice.org Web: Heartland Family Service Domestic Abuse Program Nebraska Domestic Violence Sexual Assault Coalition 825 M Street, Suite 404 Lincoln, NE 68508 Hotline: (800) 876-6238 Phone: (402)476-6256 E-mail: help(a)ndvsac.org Web: Nebraska Domestic Violence Sexual Assault Coalition Nebraska Health and Human Services P.O. Box 95044 Lincoln, NE 68509-5044 Adult and Elder Abuse Hotline: (800)652-1999 AIDS Project Hotline: (402) 552-9260 AIDS Project Hotline: (800) 782-AIDS Child Abuse Hotline: (800)652-1999 Lincoln Drug Crisis Hotline: (402)475-5683 Phone: (402)471-2306 YWCA Omaha Women Against Violence 222 S. 29th Street Omaha NE 68131 Hotline: (402) 345-7273 En Espanol: (402) 345-7273 Phone: (402) 345-6555 Web: YWCA Omaha software and customize it to the City of Omaha's needs. Boys Town National Hotline Omaha, NE • 800-448-3000 (Office)402-498-1830 www.boystown.org 11/2011 • 6 l phone#) RiordanC(cr�,stlouiscitv.com 4 doing an analysis of our current systems. We need to know how each of our lines is being used right now,the questions and issues of citizens,the current staffing, and the pluses and minuses of the current systems. How would we choose the appropriate software and ensure it would not become outdated in the next number of years? 9) Stern Consulting Experience with Citizen Relationship Management Systems Phase I —Assessment Phase II — Implementation Plan City of West Hollywood, CA(System not yet live; City of Chattanooga, TN (Launched 311 in 2002- in the process of launching) 2003) Montgomery County, MD ((launched 311 in 2009-10) City of Carlsbad, CA(Plan to launch in second quarter 2012) Phase III — Project Management City of Boise, ID (Plan to issue RFP in third Services (Implementation) quarter 2012) City of Baltimore, MD (launched 311 in 1998; City of Elgin, IL (Plan to launch in second Stern involved in 2003) quarter 2013) City of Chicago, IL (Launched 311 in 1999; Stern involved in 2003) City of Cleveland, OH (Launched call center in 2009) 3 C) '0 '0 -0 v 3 C) C) -0 CD CD CD r. d 3 n.D CD C O n• ? N CD 7 ° 3 a, -, C N j 0. c ,.. 3 3• N j. 00 z • -n N 0 O [, 0▪) = fD m. 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