HomeMy WebLinkAbout23-167 - Clover Park Technical College - Parks and Recreation Customer Service Training
ContractNumber:
CityofTukwila 23-167
Council Approval N/A
6200 Southcenter Boulevard, Tukwila WA98188
CONTRACT FOR SERVICES
This Agreement is entered into by and between the City of Tukwila, Washington, a non-charter
Clover Park Technical College
optional municipal code city and,
4500 Steilacoom Blvd. SW, Lakewood WA, 98499
at.
WHEREAS,
the City has determined the need to have certain services performed for its citizens
but does not have the manpower or expertise to perform such services; and
WHEREAS,
the City desires to have the Contractor perform such services pursuant to certain terms
and conditions; now, therefore,
IN CONSIDERATION OF
the mutual benefits and conditions hereinafter contained, the parties
hereto agree as follows:
1.Scope and Schedule of Services to be Performed by Contractor.
The Contractor shall perform
those services described on Exhibit A attached hereto and incorporated herein by this reference as if
fully set forth. In performing such services, the Contractor shall at all times comply with all Federal,
State, and local statutes, rules and ordinances applicable to the performance of such services and the
handling of any funds used in connection therewith. The Contractor shall request and obtain prior
written approval from the City if the scope or schedule is to be modified in anyway.
2.Compensation and Method of Payment.
The City shall pay the Contractor for services rendered
according to the rate and method set forth on Exhibit B attached hereto and incorporated herein by this
$34,815(see Exhibit A)
reference. The total amount to be paid shallnotexceedat a rate of.
3.Contractor Budget.
The Contractor shall apply the funds received under this Agreement within the
maximum limits set forth in this Agreement. The Contractor shall request prior approval from the City
whenever the Contractor desires to amend its budget in anyway.
4.Duration of Agreement.
This Agreement shall be in full force and effect for a period commencing
24
November 12023December 31, 20
,,andending, unless sooner terminated underthe provisions
hereinafter specified.
5.Independent Contractor.
Contractor and City agree that Contractor is an independent contractor with
respect to the services provided pursuant to this Agreement. Nothing in this Agreement shall be
considered to create the relationship of employer and employee between the parties hereto. Neither
Contractor nor any employee of Contractor shall be entitled to any benefits accorded City employees
by virtue of the services provided under this Agreement. The City shall not be responsible for
withholding or otherwise deducting federal income tax or social security or contributing to the State
Industrial Insurance Program, or otherwise assuming the duties of an employer with respect to the
Contractor, or any employee of theContractor.
6.Indemnification.
Each party shall hold the other party, its officers, officials, employees, and volunteers
harmless from any claims, losses, or suits, including attorney fees, arising out of injuries and damages
obligations under the contract.
CA Revised May 2020
Page 1of 4
7.Insurance.
The Contractor shall procure and maintain for the duration of the Agreement, insurance
against claims for injuries to persons or damage to property which may arise from or in connection with
the performance of the work hereunder by the Contractor, their agents, representatives, employees or
herein shall not be construed to limit the liability of the Contractor to the coverage provided by such
insurance, or o
Minimum Scope of Insurance.
A.Contractor shall obtain insurance of the types and with the limits
describedbelow:
1.Automobile Liability insurance with a minimum combined single limit for bodily injury and
property damage of $1,000,000 per accident. Automobile liability insurance shall cover all
owned, non-owned, hired and leased vehicles. Coverage shall be written on Insurance Services
Office (ISO) form CA 00 01 or a substitute form providing equivalent liability coverage. If
necessary, the policy shall be endorsed to provide contractual liabilitycoverage.
2.Commercial General Liability insurance with limits no less than $2,000,000 eachoccurrence,
$2,000,000 general aggregate and $2,000,000 products-completed operations aggregate
limit. Commercial General Liability insurance shall be as least at broad as ISO occurrence
form CG 00 01 and shall cover liability arising from premises, operations, independent
contractors, products-completed operations, stop gap liability, personal injury and advertising
injury, and liability assumed under an insured contract. The Commercial General Liability
insurance shall be endorsed to provide a per project general aggregate limit using ISO form
CG 25 03 05 09 or an equivalent endorsement. There shall be no exclusion for liability
arising from explosion, collapse or underground property damage. The City shall be named
as an additional insured under the Contractor's Commercial General Liability insurance policy
with respect to the work performed for the City using ISO Additional Insured endorsement CG
20 10 10 01 and Additional Insured-Completed Operations endorsement CG 20 37 10 01 or
substitute endorsements providing at least as broadcoverage.
3.coverage as required by the Industrial Insurance laws of the State of
Washington.
Public Entity Full Availability of Contractor Limits.
B.If the Contractor maintains higher insurance
limits than the minimums shown above, the Public Entity shall be insured for the full available limits
of Commercial General and Excess or Umbrella liability maintained by the Contractor, irrespective
of whether such limits maintained by the Contractor are greater than those required by this Contract
or whether any certificate of insurance furnished to the Public Entity evidences limits of liability
lower than thosemaintained by the Contractor.
Other Insurance Provision.
C.
Liability insurance policies are to contain,or be endorsed to contain that they shall be primary
insurance with respect to the City. Any insurance, self-insurance, or insurance pool coverage
it.
Acceptability of Insurers.
D.Insurance is to be placed with insurers with a current A.M. Best rating
of not less than A:VII.
Verification of Coverage.
E.Contractor shall furnish the City with original certificates and a copy of
the amendatory endorsements, including but not necessarily limited to the additional insured
endorsement, evidencing the insurance requirements of the Contractor before commencementof
the work. Upon request by the City, the Contractor shall furnish certified copies of all required
insurance policies, including endorsements, required in this Agreement and evidence of all
coverage.
Subcontractors.
F.The Contractor shall cause each and every Subcontractor to provide insurance
coverage that complies with all applicable requirements of the Contractor-provided insurance as
CA Revised May 2020
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set forth herein, except the Contractor shall have sole responsibility for determining the limits of
coverage required to be obtained by Subcontractors.The Contractor shall ensure that the Public
insurance policy using an endorsement as least as broad as ISO CG 20 10 10 01 for ongoing
operations and CG 20 37 1001 for completed operations.
Notice of Cancellation.
G.The Contractor shall provide the City and all Additional Insureds for this
work with written notice of any policy cancellation, within two business days of their receipt of such
notice.
Failure to Maintain Insurance.
H.Failure on the part of the Contractor to maintain the insurance as
required shall constitute a material breach of contract, upon which the City may, after giving five
business daysnotice to the Contractor to correct the breach, immediately terminate the contract
or, at its discretion, procure or renew such insurance and pay any and all premiums in connection
therewith, with any sums so expended to be repaid to the City on demand, orat the sole discretion
of the City, offset against funds due the Contractor from theCity.
8.Record Keeping andReporting.
A.The Contractor shall maintain accounts and records, including personnel, property, financial and
programmatic records which sufficiently and properly reflect all direct and indirect costs of any
nature expended and services performed in the performance of this Agreement and other such
records as may be deemed necessary by the City to ensure the performance of thisAgreement.
B.These records shall be maintained for a period of seven (7) years after termination hereof unless
permission to destroy them is granted by the office of the archivist in accordance with RCW Chapter
40.14 and by theCity.
9.Audits and Inspections.
The records and documents with respect to all matters covered by this
Agreement shall be subject at all times to inspection, review or audit by law during the performance of
thisAgreement.
10.Termination.
This Agreement may at any time be terminated by the City giving to the Contractor thirty
insurance coverage is canceled for any
reason, the City shall have the right to terminate this Agreementimmediately.
11.Discrimination Prohibited.
The Consultant, with regard to the work performed by it under this
Agreement, will not discriminate on the grounds of race, religion, creed, color, national origin, age,
veteran status, sex, sexual orientation, gender identity, marital status, political affiliation, the
presence of any disability, or any other protected class status under state or federal law, in the
selection and retention of employees or procurement of materials orsupplies.
12.Assignment and Subcontract.
The Contractor shall not assign or subcontract any portion of the
services contemplated by this Agreement without the written consent of theCity.
13.Entire Agreement; Modification.
This Agreement, together with attachments or addenda, represents
the entire and integrated Agreement between the City and the Contractor and supersedes all prior
negotiations, representations, or agreements written or oral. No amendment or modification of this
Agreement shall be of any force or effect unless it is in writing and signed by the parties.
14.Severability and Survival.
If any term, conditionor provision of this Agreement is declared void or
unenforceable or limited in its application or effect, such event shall not affect any other provisions
hereof and all other provisions shall remain fully enforceable. The provisions of this Agreement, which
by their sense and context are reasonably intended to survive the completion, expiration or cancellation
of this Agreement, shall survive termination of thisAgreement.
CA Revised May 2020
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15.Notices.
Notices to the City of Tukwila shall be sent to the following address:
City Clerk, City ofTukwila
6200 Southcenter Blvd.
Tukwila, Washington 98188
Notices to the Contractor shall be sent to the address provided by the Contractor upon the
signature line below.
16..
This Agreement shall be governed by and construed in
accordance with the laws of the State of Washington. In the event any suit, arbitration, or other
proceeding is instituted to enforce any term of this Agreement, the parties specifically understand and
agree that venue shall be properly laid in King County, Washington. The prevailing party in any such
suit.
DATEDthis31st dayofOctober,2023.
CONTRACTOR:
CITYOFTUKWILA
By:
Pete Mayer, Acting Deputy City Administrator
Printed Name:
Title:
Address:
CA Revised May 2020
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Exhibit A: Contract Budget
PhaseBase AmountQTYTotalFYEncumberedAnnual Encumbrance
Step 1$6,9901$6,9902023$6,990
Step 2$9,5501$9,5502024
Step 3$1,8753$5,6252024
Step 4$2,1501$2,1502024
$27,825
Step 5$70010$7,0002024
Step 6$35010$3,5002024
$34,815$34,815
CA Revised May 2020
Page 5of 4
Item #Description(30 characters)GL KeyGL ObjectJL KeyJL ObjectAmount ($)
1Step 1: AssessmentPR007100541006116007026402000$6,990
2Step 2: 6-Hour Course DevelopPR007100541006116007026402000$9,550
3Step 3: 6-Hour Course DeliverPR007100541006116007026402000$5,625
4Step 4: Train the TrainerPR007100541006116007026402000$2,150
5Step 5: Develop ModulesPR007100541006116007026402000$7,000
6Step6: On-going CoachingPR007100541006116007026402000$3,500
7
8
9
10
Total:
$34,815
CA Revised May 2020
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Customer Service Training Proposal
for
Tukwila Park and Recreation Department
Prepared by
September 5, 2023, 2023
Don Sosnowski
Executive Director
Clover Park Technical College
253-583-8860
Donald.Sosnowski@cptc.edu
Confidential and Proprietary Information:
The information contained in these materials constitutes confidential and proprietary business
information that is and shall remain the sole property of Clover Park Technical College (CPTC). By
accepting these materials, you agree not to copy, disclose or distribute this information to any third
party and not to use this information for any purpose other than to evaluate the proposed services.
OverviewofCloverParkTechnicalCollege
Our mission is to provide solutions that transform people and organizations. We offer customized
training and professional development programs to organizations locally and nationally. We are a
valued asset to organizations in the community, empowering their workforce to achieve its potential.
Benefits of Working with CPTC Corporate Education
Curriculum and Facilities
One of our most unique advantages is our resources. We have a deep bench of professional subject
matter experts who work with us to create curriculum and facilitate training in a wide variety of
subject matter. Invista has built up a rich library of existing training content by providing solutions to
hundreds of organizations over the years.
We also have the unique benefit of being able to pull from community college resources, to offer
non-credit professional training, college credit for courses completed, and create custom certificate
programs for your employees.
Customization
CPTC’s Corporate Education’s subject matter experts customize training to fit your employees and
your industry by adapting the learning objectives, content, and activities of our training programs to
specifically suit your needs. We understand that one size rarely fits all, especially when it comes to
learning.
Flexible Delivery Methods
We can deliver training at your location, 100% through a virtual platform, or blend those two
approaches. We foster higher levels of involvement and interactivity with participants.
Our Approach and Solution
At a meeting held in July 2023 Tukwila Park and Rec Management (TP&R) expressed the need for a
Customer Service/Relationship Building training program for F/T and P/T staff across their facilities—
both the Community Center and golf facilities. Currently there is no consistent approach to customer
service practices and no foundational model for creating highly positive customer experiences for
their constituents. Some challenges within customer service are the nature of the diverse customer
base—language barriers and cross-cultural communication and sensitivity is required.
TP&R is considering piloting a modularized approach to training for different departments and
levels—requiring the development of a standardized set of practices founded on a common set of
shared values. While staff currently demonstrates fundamental customer service skillsets, the need
for modeling higher-level customer service excellence is essential to mirroring TP&R’s and the City of
Tukwila’s continued growth.
1
CPTCCorporateEducation’sRecommendedSolutionandDeliverables
CPTC Corporate Education Executive Director, worked with Customer Service Training specialist
Michale Horne to develop a solution and a training plan for Tukwila Park and Rec.
Summary of Deliverables
DeliverableCost
$6,990.00
Step 1: Organizational Assessment Focused on Customer Service
$9,550.00
Step 2: Pilot 6-hour Course Development Process and Delivery
Step 3: Delivery of 6-hour Foundational Customer Service Course$1,875.00 per delivery
Step 4: Deliver Management Train the Trainer for Advanced Short
$2,150.00
Customized Team-Based Modules
Step 5: Develop Short 30-minute Advanced Customized Team-
$700.00 per module
Based Modules
Step 6: Provide On-going Coaching Support during Rollout across
$350.00/hour
TP&R
Includes all travel expenses (hotel, meals, mileage for consultant), handouts for participants. Quote
is valid for 90 days and may be modified according to mutually agreed changes to the scope of work.
Detailed Scope of Work
Step 1: Organizational Assessment Focused on Customer Service
1.Collect and analyze Park and Rec vision, values, mission statements, org chart
2.Interview key leaders, FT and PT employees about services—develop a set of key questions
3.Run 2 Employee Focus Groups to learn from groups more efficiently
4.Collect and analyze any customer service feedback from customers and
strategies used to address feedback received
5.Review the Climate Survey data and Golf Area Survey data
6.Collect and review example of previous training programs
7.Connect with other nearby communities/associations in similar programming to benchmark
best practices
8.Create survey final report summary with themes and recommendations—including suggested
system changes.
9.Report back feedback meeting with all stakeholders after the survey is done and distribute
report
2
Step2:PilotCourseDevelopmentProcessandDelivery
Based on the results of the above assessment, develop and deliver a foundational customer service
course.
a.Asynchronous 10-minute web-delivered recorded video introduction to TP&R Customer
Service Approach
i.Staff success stories
ii.Branding discussed and added
iii.Discuss City and Park and Rec values
iv.Endorsement from senior staff
v. Equity commitments emphasized—cultural competency valued
b.Design and develop content of 6-hour F2F foundational course
i.Job Aide etc
c.Pilot deliveries—delivered twice on-site at Tukwila site; collect feedback—edit and finalize
course content with Tukwila P&R approval
Step 3: Delivery of 6-hour Foundational Customer Service Course
a.Face to face on-site delivery to all selected F/T and P/T employees
Step 4: Deliver 4-hour Management Train the Trainer module for Advanced Short Customized Team-
Based Modules
a.Customized face-to-face course focused on TP&R Facilitation skills for customized
business unit modules
Step 5: Develop Short 30-minute Advanced Customized Team-Based Modules
a.Modules no more than 30 minutes each focused on unique Customer Service needs of
different business units; TP&R managers to co-build with Michael
b.TP&R Managers will deliver advanced modules to their own teams at appropriate times
c.Manager feedback to Michael on staff reception and adoption of skills, behaviors,
attitudes, and practices
d.Editing modules to improve their content and flow and finalize program
e.Need to implement with P/T Staff—retain consistency—how to do it? Plug and Play?
a.Wave in Spring for Summer hiring
b.Then hiring is more sporadic
Step 6: Provide On-going Virtual Coaching Support to Managers during rollout across TP&R
3