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Blanchard Training and Development, Inc - 1998-09-21
1 i CITY OF HUNTINGTON BEACH 2000 MAIN STREET CALIFORNIA 92648 OFFICE OF THE CITY CLERK CONNIE BROCKWAY CITY CLERK LETTER OF TRANSMITTAL OF ITEM APPROVED BY THE CITY COUNCIL/ REDEVELOPMENT AGENCY OF THE CITY OF HUNTINGTON BEACH DATE: December 20, 2000 TO: Blanchard Solutions Group ATTENTION: Barry Youngblood Name 117 State Place DEPARTMENT: Street Escondido, CA 92029 REGARDING: Professional Services City, State, Zip Customer Service Training See Attached Action Agenda Item E-11 Date of Approval 11-20-00 Enclosed For Your Records Is An Executed Copy Of The Above Referenced Agenda Item. Remarks: Connie Brockway City Clerk Attachments: Action Agenda Page X Agreement X RCA CC: P. Grant Admin. X Name Name Name Name C. Mendoza Department Department Department Department X Risk Management Dept. RCA Bonds Insurance X Deed Other X X Agreement Insurance Other RCA Agreement Insurance Other RCA Agreement Insurance Other RCA Agreement Insurance Other X X Insurance (Telephone: 714-536.5227 ) 41ITY OF HUNTINGTON BEA* MEETING DATE: November 20; 2000 DEPARTMENT IDM ER; Z� — Council/Agency Meeting Held: 20— 00 Deferred/Continued to: Approved ❑ Conditionally Approved ❑ Denied CI 's ignature Council Meeting Date: November 20, 2000 Department ID Number: CITY OF HUNTINGTON BEACH REQUEST FOR COUNCIL ACTION h SUBMITTED TO: HONORABLE MAYOR AND CITY COUNCIL MEMBERS r. SUBMITTED BY: RAY SILVER, CITY ADMINISTRATOR eoe) PREPARED BY: CLAY MARTIN, ACTING DIRECTOR OF ADMINISTRATIVE SERVICES SUBJECT: Extend the Agreement with Blanchard Solutions Group for Customer Service Training Statement of Issue, Funding Source, Recommended Action, Alternative Action(s), Analysis, Environmental Status, Attachment(s) Statement of Issue: Should the City Council extend the agreement with Blanchard Solutions Group for customer service training? Funding Source: Sufficient funds have been included in the FY 2000-01 non -departmental budget. Amount: $100,000. Account number: 10040101.69640 Recommended Action: Motion to: 1. Approve the agreement with Blanchard Solutions Group for customer service training, and authorize the Mayor and City Clerk to execute same. Alternative Action(s): The City Council may make the following alternative motion(s): 1. Do not approve the agreement and provide staff with appropriate direction. I RCA for 2000 Blanchard Contract -2- 11/7100 3:42 PM &QUEST FOR COUNCIL AC1& MEETING DATE: November 20, 2000 Analysis: BACKGROUND DEPARTMENT ID NUMBER: At its September 21, 1998 meeting, the City Council approved a contract with Blanchard Solutions Group (BSG) to provide customer service training. At that time, the city had not provided a comprehensive, citywide employee training program for 15 years. A committee of five department heads selected BSG over three other firms. BSG began its training in early 1999 with department heads. Those training sessions produced a customized training program that was rolled out citywide in December 1999. To date, BSG has trained approximately 300 staff, and this contract extension will enable every city staff member to participate in the customer service training program. The customer service training program is administered by the City Administrator's office, and sufficient moneys to fund this contract have been included in the FY 2000-01 non - departmental budget. THE PURPOSE & SCOPE OF CUSTOMER SERVICE TRAINING The goal of providing citywide customer service training is to create a culture of superior service for both our internal and external customers. A comprehensive training effort enables staff to train and operate with a consistent approach to service, which, in turn, enables better communication and service among, and between, all departments and levels of the organization. BSG provides customer service training to Huntington Beach employees using a program called Raving Fans. The Raving Fans customer service training involves two sessions. The first is a half -day session focusing on the city's customer service vision, mission, values, and goals. The second is a full -day session focusing on the "three secrets" of Raving Fans. The Raving Fans training plays a vital role in the city's overall organizational effectiveness effort, commonly known as BEST (Building Excellent Service Today/Tomorrow). The City Administrator and Director of Administrative Services are both very pleased with the program, its progress, its impact in the organization, and Blanchard Solutions Group. As such, they recommend that the City Council approve the proposed contract extension. Attachment(s): RCA for 2000 Blanchard Contract -3- 11/7100 3:42 PM • Attachment 1 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 PROFESSIONAL SERVICES CONTRACT BETWEEN THE CITY OF HUNTINGTON BEACH AND BLANCHARD SOLUTIONS GROUP FOR CUSTOMER SERVICE TRAINING Table of Contents Scopeof Services..................................................................................................... I DesignatedContacts.................................................................................................I Time of Performance...............................................................................................2 Compensation..........................................................................................................2 ExtraWork...............................................................................................................2 Methodof Payment..................................................................................................2 Disposition of Plans, Estimates and Other Documents...........................................4 HoldHarmless.........................................................................................................4 Workers' Compensation Insurance................:...........................................................5 General Liability Insurance......................................................................................6 Professional Liability Insurance......................................:.......................................6 Certificates of Insurance..........................................................................................7 Independent Contractor............................................................................................8 Termination of Agreement.......................................................................................8 Assignment and Subcontracting...............................................................................9 Copyrights/Patents....................................................................................................9 City Employees and Officials..................................................................................9 Notices.....................................................................................................................9 Modification.............................................................................................................10 Captions...................................................................................................................10 SectionHeadings.....................................................................................................10 Interpretation of Agreement.....................................................................................10 DuplicateOriginal......................................................................:.............................I I Immigration..............................................................................................................11 Legal Services Subcontracting.................................................................................I I Attorney's Fees.........................................................................................................12 Entirety.....................................................................................................................12 • PROFESSIONAL SERVICES CONTRACT BETWEEN THE CITY OF HUNTINGTON BEACH AND BLANCHARD SOLUTIONS GROUP FOR CUSTOMER SERVICE TRAINING 2-V0�n4�� THIS Agreement is made and entered into this day of 2000, by and between the City of Huntington Beach, a municipal corporation of the State of California, hereinafter referred to as "CITY," and Blanchard Solutions Group, a California Corporation, hereinafter referred to as "CONSULTANT." WHEREAS, CITY desires to engage the services of a consultant to provide customer service training; and Pursuant to documentation on file in the office of the City Clerk, the provisions of the Huntington Beach Municipal Code, Chapter 3.03, relating to procurement of professional service contracts have been complied with; and CONSULTANT has been selected to perform said services, NOW, THEREFORE, it is agreed by CITY and CONSULTANT as follows: SCOPE OF SERVICES CONSULTANT shall provide all services as described in the Request for Proposal, and CONSULTANT'S proposal dated August 19, 1998 (herein collectively referred to as Exhibit "A"), copies of which are attached hereto and incorporated herein by this reference. Said Services shall sometimes hereinafter be referred to as the "Project." 2. DESIGNATED CONTACTS CITY shall assign a staff coordinator to work directly with CONSULTANT in the performance of this Agreement. 4/s:4-2000 Agree: Blanchard Solutions RLS 2000-1036 11/7/00 • • CONSULTANT hereby designates Q7hC , who shall represent it and be its sole contact and agent in all. consultations with CITY during the performance of this Agreement. 3. TIME OF PERFORMANCE Time is of the essence of this Agreement. The services of CONSULTANT are to commence as soon as practicable after the execution of this Agreement and all tasks specified in Section 1 shall be completed no later than one year from the date of this Agreement. The time for performance of the tasks identified in Section 1 are generally to be shown in the Scope of Services on the Work Program/Project Schedule. This schedule may be amended to benefit the PROJECT if mutually agreed by CITY and CONSULTANT, and the City Administrator is hereby authorized to grant no more than two single year extensions of this contract. 4. COMPENSATION In consideration of the performance of the services described herein, CITY agrees to pay CONSULTANT a fee not to exceed One Hundred Thousand Dollars ($100,000.00). 5. EXTRA WORK In the event CITY requires additional services not included in Section 1, or changes in the scope of services described in Section 1, CONSULTANT will undertake such work only after receiving written authorization from CITY. Additional compensation for such extra work shall be allowed only if the prior written approval of CITY is obtained. 6. METHOD OF PAYMENT A. CONSULTANT shall be entitled to progress payments toward the fixed fee set forth herein in accordance with the progress and payment schedules set forth in Section 1. 4/s:4-2000 Agree: Blanchard Solutions RLS 2000-1036 11 /7/00 • • B. Delivery of work product: A copy of every memorandum, letter, report, calculation and other documentation prepared by CONSULTANT shall be submitted to CITY to demonstrate progress toward completion of tasks. In the event CITY rejects or has comments on any such product, CITY shall identify specific requirements for satisfactory completion. Any such product which has not been formally accepted or rejected by CITY shall be deemed accepted. C. CONSULTANT shall submit to CITY an invoice for each progress payment due. Such invoice shall: 1) Reference this Agreement; 2) Describe the services performed; 3) Show the total amount of the payment due; 4) Include a certification by a principal member of CONSULTANT's firm that the work has been performed in accordance with the provisions of this Agreement; and 5) For all payments include an estimate of the percentage of work completed. Upon submission of any such invoice, if CITY is satisfied that CONSULTANT is making satisfactory progress toward completion of tasks in accordance with this Agreement, CITY shall promptly approve the invoice, in which event payment shall be made within thirty (30) days of receipt of the invoice by CITY. Such approval shall not be unreasonably withheld. If CITY does not approve an invoice, CITY shall notify CONSULTANT in writing of the reasons for non -approval within seven (7) calendar days of receipt of the invoice, and the schedule of performance set forth in Section 1 shall be suspended until the parties agree that past 3 4/s:4-2000 Agree: Blanchard Solutions RLS 2000-1036 11/7/00 • performance by CONSULTANT is in, or has been brought into compliance, or until this Agreement is terminated as provided herein. D. Any billings for extra work or additional services authorized by CITY shall be invoiced separately to CITY. Such invoice shall contain all of the information required above, and in addition shall list the hours expended and hourly rate charged for such time. Such invoices shall be approved by CITY if the work performed is in accordance with the extra work or additional services requested, and if CITY is satisfied that the statement of hours worked and costs incurred is accurate. Such approval shall not be unreasonably withheld. Any dispute between the parties concerning payment of such an invoice shall be treated as separate and apart from the ongoing performance of the remainder of this Agreement. 7. DISPOSITION OF PLANS, ESTIMATES AND OTHER DOCUMENTS CONSULTANT agrees that all materials prepared hereunder, including all original drawings, designs, reports, both field and office notices, calculations, maps, memoranda, letters and other documents, shall be turned over to CITY upon termination of this Agreement or upon PROJECT completion, whichever shall occur first. In the event this Agreement is terminated, said materials may be used by CITY in the completion of the PROJECT or as it otherwise sees fit. Title to said materials shall pass to CITY upon payment of fees determined to be earned by CONSULTANT to the point of termination or completion of the PROJECT, whichever is applicable. CONSULTANT shall be entitled to retain copies of all data prepared hereunder. 8. HOLD HARMLESS CONSULTANT shall protect, defend, indemnify and save hold harmless CITY, its officers, officials, employees, and agents from and against any and all liability, loss, damage, 4 4/s:4-2000 Agree: Blanchard Solutions RLS 2000-1036 11 /7/00 expenses, costs (including without limitation, costs and fees of litigation of every nature) arising out of or in connection with CONSULTANT's performance of this Agreement or its failure to comply with any of its obligations contained in this Agreement by CONSULTANT, its officers, agents or employees except such loss or damage which was caused by the sole negligence or willful misconduct of CITY. CITY shall be reimbursed by CONSULTANT for all costs and attorney's fees incurred by CITY in enforcing this obligation. 9. WORKERS' COMPENSATION INSURANCE Pursuant to California Labor Code Section 1861, CONSULTANT acknowledges awareness of Section 3700 et seq. of said Code, which requires every employer to be insured against liability for workers' compensation; CONSULTANT covenants that it will comply. with such provisions prior to commencing performance of the work hereunder; and shall indemnify, defend and hold harmless CITY from and against all claims, demands, payments, suit, actions, proceedings, and judgments of every nature and description, including attorney's fees and costs presented, brought or recovered against the CITY, for or on account of any liability under any of said acts which may be incurred by reason.of any work to be performed by CONSULTANT under this Agreement. CONSULTANT shall maintain workers' compensation insurance in an amount of not less than One Hundred Thousand Dollars ($100,000) bodily injury by accident, each occurrence, One Hundred Thousand Dollars ($100,000) bodily injury by disease, each employee, Two Hundred Fifty Thousand Dollars ($250,000) bodily injury by disease, policy limit. CONSULTANT shall require all subcontractors to provide such workers' compensation insurance for all of the subcontractors' employees. CONSULTANT shall furnish 4/s:4-2000 Agree: Blanchard Solutions RLS 2000-1036 11 /7/00 to CITY a certificate of waiver of subrogation under the terms of the workers' compensation insurance and CONSULTANT shall similarly require all subcontractors to waive subrogation. 10. GENERAL LIABILITY INSURANCE In addition to the workers' compensation insurance and CONSULTANT's covenant to indemnify CITY, CONSULTANT shall obtain and furnish to CITY, a policy of general public liability insurance, including motor vehicle coverage covering the PROJECT. The policy shall indemnify CONSULTANT, its officers, agents and employees, while acting within the scope of their duties, against any and all claims arising out of or in connection with the PROJECT, and shall provide coverage in not less than the following amount: combined single limit bodily injury and property .damage,.including products/completed operations liability and blanket contractual liability, of $1,000,000 per occurrence. If coverage is provided under a form that includes a designated general aggregate limit, the aggregate limit must be no less than $1,000,000 for this PROJECT. The policy shall name CITY, its agents, its officers, employees and -volunteers as Additional Insureds, and shall specifically provide that any other insurance coverage which may be applicable to the PROJECT shall be deemed excess. coverage and that CONSULTANT's insurance shall be primary. Under no circumstances shall the above -mentioned insurance contain a self - insured retention, or a "deductible" or any other similar form of limitation on the required coverage. 11. PROFESSIONAL LIABILITY INSURANCE CONSULTANT shall furnish a professional liability insurance policy covering the work performed by it hereunder. Said policy shall provide coverage for CONSULTANT's 4/s:4-2000 Agree: Blanchard Solutions RLS 2000-1036 1 1 /7/00 • professional liability in an amount not less than $1,000,000 per occurrence and in the aggregate. A claims -made policy shall be acceptable if the policy further provides that: A. The policy retroactive date coincides with or precedes the initiation of the scope of work (including subsequent policies purchased as renewals or replacements). B. CONSULTANT will make every effort to maintain similar insurance during the required extended period of coverage following project completion, including the requirement of adding all additional insureds. C. If insurance is terminated for any reason, CONSULTANT agrees to purchase an extended reporting provision of at least two (2) years to report claims arising from work performed in connection with this Agreement. D. The reporting of circumstances or incidents that might give rise to future claims. 12. CERTIFICATES OF INSURANCE Prior to commencing performance of.the work hereunder, CONSULTANT shall furnish to CITY certificates of insurance subject to approval of the City Attorney evidencing the foregoing insurance coverages as required by this Agreement; the certificates shall: A. provide the name and policy number of each carrier and policy; B. state that the policy is currently in force; and C. promise that such policies shall not be suspended, voided or canceled by either party, reduced in coverage or in limits except after thirty (30) days' prior written notice; however, ten (10) days' prior written notice in the event of cancellation for nonpayment of premium. 4/s:4-2000 Agree: Blanchard Solutions RLS 2000-1036 11 /7/00 • • CONSULTANT shall maintain the foregoing insurance coverages in force until the work under this Agreement is fully completed and accepted by CITY. The requirement for carrying the foregoing insurance coverages shall not derogate from the provisions for indemnification of CITY by CONSULTANT under the Agreement. CITY or its representative shall at all times have the right to demand the original or a copy of all said policies of insurance. CONSULTANT shall pay, in a prompt and timely manner, the premiums on all insurance hereinabove required. 13. INDEPENDENT CONTRACTOR CONSULTANT is, and shall be, acting at all times in the performance of this Agreement as an independent contractor herein and not as an employee of the CITY. CONSULTANT shall secure at its expense, and be responsible for any and all payment of all taxes, social security, state disability insurance compensation, unemployment compensation and other payroll deductions for CONSULTANT and its officers, agents and employees and all business licenses, if any, in connection. with the services to be performed hereunder. 14. TERMINATION OF AGREEMENT All work required hereunder shall be performed in a good and workmanlike manner. CITY may terminate CONSULTANT's services hereunder at any time with or without cause, and whether or not PROJECT is fully complete. Any termination of this Agreement by CITY shall be made in writing, notice of which shall be delivered to CONSULTANT as provided herein. In the event of termination, all finished and unfinished documents, exhibits, report, and evidence shall, at the option of the CITY, become its property and shall be delivered to it by CONSULTANT. 4/s:4-2000 Agree: Blanchard Solutions RLS 2000-1036 11 /7/00 15. ASSIGNMENT AND SUBCONTRACTING This Agreement is a personal service contract and the supervisory work hereunder shall not be delegated by CONSULTANT to any other person or entity without the express written consent of CITY. 16. COPYRIGHTS/PATENTS CITY shall own all rights to any patent or copyright on any work, item or material produced as a result of this Agreement. 17. CITY EMPLOYEES AND OFFICIALS CONSULTANT shall employ no CITY official nor any regular CITY employee in the work performed pursuant to this Agreement. No officer or employee of CITY, shall have any financial interest in this Agreement in violation of the applicable provisions of the California Government Code. 18. NOTICES Any notice or special instructions required to be given in writing under this Agreement shall be given either by personal delivery to.CONSULTANT's agent (as designated in Section 1 hereinabove) or to the City's Director of Organizational Effectiveness as the situation shall warrant, or by enclosing the same in a sealed envelope, postage prepaid, and depositing the same in the United States Postal Service, addressed as follows: TO CITY: Director of Organizational Effectiveness City of Huntington Beach 2000 Main Street Huntington Beach, CA 92648 9 4/s:4-2000 Agree: Blanchard Solutions RLS 2000-1036 11 /7/00 TO CONSULTANT: Blanchard Solutions Group 117 State Place Escondido, CA 92029 19. MODIFICATION No waiver or modification of any language in this Agreement shall be valid unless in writing and duly executed by both parties. 20. CAPTIONS Captions of the sections of this Agreement are for convenience and reference only, and the words contained therein shall in no way be held to explain, modify, amplify or aid in the interpretation, construction or meaning of the provisions of this Agreement 21 SECTION HEADINGS. The titles, captions, section, paragraph, subject headings and descriptive phrases at the beginning of the various sections in this Agreement are merely descriptive and are included solely for convenience of reference only and are not representative of maters included or excluded from such provisions, and do not interpret, define, limit or describe, or construe the intent of the parties or affect the construction or interpretation of any provision of this Agreement. 22. INTERPRETATION OF THIS AGREEMENT The language of all parts of this Agreement shall in all cases be construed as a whole, according to its fair meaning, and not strictly for or against any of the parties. If any provision of this Agreement is held by an arbitrator or court of competent jurisdiction to be unenforceable, void, illegal or invalid, such holding shall not affect the remaining covenants and provisions of this Agreement. No covenant or provision shall be deemed dependent upon any . other unless so expressly provided here. As used in this Agreement, the masculine or neuter gender and singular or plural number shall be deemed to include the other whenever the context so indicates or requires. Nothing contained herein shall be construed so as to require the 10 4/s:4-2000 Agree: Blanchard Solutions RLS 2000-1036 11 /7/00 LJ commission of any act contrary to law, and wherever there is any conflict between any provision contained herein and any present or future statute, law, ordinance or regulation contrary to which the parties have no right to contract, then the latter shall prevail, and the provision of this Agreement which is hereby affected shall be curtailed and limited only to the extent necessary to bring it within -the requirements of the law. 23. DUPLICATE ORIGINAL The original of this Agreement and one or more copies hereto have been prepared and signed in counterparts as duplicate originals, each of which so executed shall, irrespective of the date of its execution and delivery, be deemed an original. Each of the parties hereto shall retain an originally signed copy hereof. Each duplicate original shall be deemed an original instrument as against any party who has signed it. 24. IMMIGRATION CONSULTANT shall be responsible for full compliance with the immigration and naturalization laws of the United States and shall, in particular, comply with the provisions of the United States Code regarding employment verification. 25. LEGAL SERVICES SUBCONTRACTING PROHIBITED CONSULTANT and CITY agree that CITY is not liable for payment of any subcontractor work involving legal services, and that such legal services are expressly outside the scope of services contemplated hereunder. CONSULTANT understands that pursuant to Huntington Beach City Charter Section 309, the City Attorney is the exclusive legal counsel for CITY; and CITY shall not be liable for payment of any legal services expenses incurred by CONSULTANT. 11 4/s:4-2000 Agree: Blanchard Solutions RLS 2000-1036 11 /7/00 26. ATTORNEY' S FEES In the event suit is brought by either party to enforce the terms and provisions of this Agreement or to secure the performance hereof, each party shall bear its own attorney's fees. 27. ENTIRETY The Agreement contains the entire agreement between the parties respecting the subject matter of this Agreement and supercedes all prior understanding and agreements whether oral or in writing. The foregoing sets forth the entire Agreement between the parties. IN WITNESS WHEREOF, the parties hereto have caused this Agreement to be executed by and through their authorized offices the day, month and year first above written. CONSULTANT CITY OF HUNTINGTON BEACH, a B CHARD SOLUT ONS UP, INC. municipal corporation of the State of California By: sG pri t name ITS: (circle one) Chairman/President/Vice President ayor AND 11M �- eot�as'1 i e s• C ear !-�irf print name ITS: (circle one ecretar Chief Financial Officer/Asst. Secretary — Treasure REVIEWED AND APPROVED: (2.4'.'LA City Administrator 4/s:4-2000 Agree: Blanchard Solutions RLS 2000-1036 11 /7/00 ATTEST: dw-O-W-4 690904�1 - City Clerk la-W-07 APPROVED AS TO FORM: nor City Attorney n A, INITIATED AND APPROVED: Director of Organizational Effectiveness G1 a' MC'r--4,;. 12 NOV 09 2000 2:23 PM FR JOHNSON Se WOOD INSO 603 8135 TO 17145365233 P.01/01 /�Q r - - - -- _ •- AL/S®w/o .[/.yam Q PROlSRICSR johneon a Wood Insurance ServIcee , Ina 5731 Palmer Way, Suite D 7H1S-CERnFICA AWTTER OF INFORMIATION ONLY AND CONFERS -NO Rl0iT 1010N.THE-CERTIFICATE HOLDER. TINS CERTIFICATE DOES NOT AMEND. EXTEND OR ALTER THE COVERAGE AFFORDED SY THE POLIMPS BELOW. Caslsbad CA 92008 COMPANIES AFFORDING COVERAM Sandra . Sao. . - 135 COMAPAFIV Federal Ina Co (Chubb 4roup) BFEUR91) COMPANY B rremont Compensation DIancbard Trai dng and -Development -Xno j►T2'DT: b'Alieia Mihas COMPANY 12S State Place -Escondido CA -92029 p AVERAGES THIS Is To CBRTIFY.THAT THE POLICIES OF INSURANCE LISTED BELOW HAYi HMI WAM TO TH6 UN$WM NAMED ABOVE FOR THE PODGY PERIOD WD1tATh"O, NOTWITHSTANDING ANY REO.WREME#tT. TERRA OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CEtTMICATE MAYBE ISSWO OR MAY PERTAIN. THE INSURANCE AFFOFOW BY THE POI wu aEECRMED NEPM N L9 SUBJWf TO ALL TARE TPRi L& WtCLV81*N8 AND COMMIONS OP SUCH POUCIES. LIMITS SHOM MAY HAYS BEEN REDUCED DY PAID CLAIM& LTR TYPE OF UAFRANC5 POLICY NUMBER POLICY EFiOOM DATE (M AWOMM POLICY EXIAMATION DATE IMMOUNY) LIMrM GENERAL LIABILITY GE ERALAC.OWMTE s 2000000 PRIO{KTg.-OOMPffiPAGG- Sincl above A X COMUERCIALGeamwAmury 35344220 (NB) 03/03/00 03/03/01 CW= MADS D O+xuR PMWNAL A AOV UWJW $1000000 BACK OCCURFffXM $1000000 awns a �HTRADT�orrs PRDr I ME DAMAGE (RAY -&WA.) $ i=l .00C= X Professional Liab IX [Global Extension Mcult7�lADYe�e. s 10000 A .AVTOWMIILE LABILITY ANYAUTO IOElSIU�STiAiLET]MIT E 1000000 BODILY SiJ{!RY (Pm pmson) ALL OWNED AUTOS SCHEDULED AUTOS R HIREDAUTOS [ON-OWNEDAUTOsva 7323123E =3/03/00 03/03/01 BO LRUD PROPERTY DAMAGE s GARAGELUABIUTY ANY AUTO /� 1 - V OTA01 AUTO ONLY -!:A ACCIDENT S OTHER THAN AUTO ONLY: EACH ACCIDENT s 43£s.9 S AGGRBGATE s. wleW LIABILITY 4ACN OCCURRENCE $ 5000000 'AGGREGATE $ 5000000 A X UMBRELLA FORM 79217038 03/03/00 03/03/01 i 07MOR TgAN VMSR@LLA FORM WORKERS COMPENSATION. AND EMPLOYERS!UJUSHITY IL sT T • Ica I%EACHACOMOCT $ 1000000 B Two MPOWTORt oMPOWTow INGL OFFICE S ARE REXCL JY5311441 11/01/00 11/01/01 ELDWASH-PoucLWIT $ 1000000 ELDwAse-cAsupLayeal = 1000000 OTHER 0 SNEHECLESlSPECIAL (TENS Management training. City ed as - of Huntington Seach ,, tlanal insured. *Except is agents, ' of f ice�rsay, mand Et�¢pm`Lumm$¢�THZS V-4RCELS AND SUPERSEDES CERTIFICATE IISSUED ONr11��/oU. *** x��oc CERTIFICATE HOLDER CANCELLATION CITYHUN SHOULD ANY OF THE ABOVE 000RIOW NXXM BE CANCELLED BEFORE THE City Of Huntington Reach Exvm TONOATB THEREOF, THE ISSUING COMPANY WILL MAIL ATTN : Pete Grant Pax# 714-536-5233 30 * DAYS WRITTEN NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT, 2000 Main Street Huntington Beach CA 92648 AUTHORIZED REPRESENTATNE Sandra Sao 'a44 ,.&o ACORD 25�5 (1/95j " ACORD CORPORATION 1938 ** TOTAL PAGE.01 ** RCA1,OUTING!!HEET INITIATING DEPARTMENT: Administration SUBJECT: -Contract for Customer Service Training COUNCIL MEETING DATE: November 20, 2000 Ordinance (w/exhibits & legislative draft if applicable) Not Applicable Resolution (w/exhibits & legislative draft if applicable) Not Applicable Tract Map, Location Map and/or other Exhibits Not Applicable Contract/Agreement (w/exhibits if applicable) (Signed in full by the City Attorne Attached Subleases, Third Party Agreements, etc. (Approved as to form by City Attorney) Not Applicable Certificates of Insurance (Approved by the City Attorney) Attached Financial Impact Statement (Unbudget, over $5,000) Not Applicable Bonds (If applicable) Not Applicable Staff Report (If applicable) Not Applicable Commission, Board or Committee Report (If applicable) Not Applicable Find in s/Conditions for Approval and/or Denial Not Applicable ... EXPLANATION FOR MISSING ATTACHMENTS RCA Author: Grant • E File Notes Office of the City Clerk Huntington Beach, California AN qAT�b *NJJN� 4pAj-�� D'&V -T" jF MEETING DATE: November 20, 2000 Analysis: BACKGROUND QUEST FOR COUNCIL AN �^ DEPARTMENT ID NUMBER: At its September 21, 1998 meeting, the City Council approved a contract with Blanchard Solutions Group (BSG) to provide customer service training. At that time, the city had not provided a comprehensive, citywide employee training program for 15 years. A committee of five department heads selected BSG over three other firms. BSG began its. training in early 1999 with department heads. Those training sessions produced a customized training program that was rolled out citywide in December 1999. To date, BSG has trained approximately 300 staff, and this contract extension will enable every city staff member to participate in the customer service training program. The customer service training program is administered by the City Administrator's office, and sufficient moneys to fund this contract have been included in the FY 2000-01 non - departmental budget. THE PURPOSE & SCOPE OF CUSTOMER SERVICE TRAINING The goal of providing citywide customer service training is to create a culture of superior service for both our internal and external customers. A comprehensive training effort enables staff to train and operate with a consistent approach to service, which, in turn, enables better communication and service among, and between, all departments and levels of the organization. BSG provides customer service training to Huntington Beach employees using a program called Raving Fans. The Raving Fans customer service training involves two sessions. The first is a half -day session focusing on the city's customer service vision, mission, goals. The second is a full -day values, and Raving Fans, session focusing on the "three secrets" of The Raving Fans training plays a vital role in the .city's overall organizational effectiveness effort, commonly known as BEST (Building Excellent Service Today/Tomorrow). The City Administrator and Director of Administrative Services are both very pleased with the program, its progress, its impact in the organization, and Blanchard Solutions Group. As such, they recommend that the City Council approve the proposed contract extension. Attachment(s): RCA for 2000 Blanchard Contract -3- 11/7/00 3:42 PM • CITY OF HUNTINGTON -BEACH 2000 MAIN STREET OFFICE OF THE CITY CLERK CONNIE BROCKWAY CITY CLERK CALIFORNIA 92648 LETTER OF TRANSMITTAL OF ITEM APPROVED BY THE CITY COUNCIL/ REDEVELOPMENT AGENCY OF THE CITY OF HUNTINGTON BEACH TO: 1��Qa'jC�/llC1'G1`°-dL(�IlLac�YI�S YOLL.i� Name City, State, Zip LL ATTENTION: DEPARTMENT: REGARDING: See Attached Action Agenda Item �C�.� Date of Approval Enclosed For Your Records Is An Executed Copy Of The Above Referenced Agenda Item. Remarks: Connie Brockway City Clerk Attachments: Action Agenda Page V Agreement V Bonds Insurance V RCA Deed Other CC: F,4 1/oI Nagip� Name Z&�,�rz Name N7, - I"?446 2J� Department R A Department A'0 M /)V_ RCA X Depa ment RCA Dcaartmeat RCA Risk Managementpept f}GE/9a 19 Agreement Insurance � Other / Agreemegt Insurance Other / Agreemen Insurance / Other/. Agreement Insurance i Other Insurance Received by Name - Company Name - Date G:Followup/coverltr (Telephone: 714-536.5227 ) (10) 0 09/21/98 - Council/#ncy Agenda - Page 10 E-10. (City Council) Approve Utilization Of City Council Chambers By A Private Individual — Ron Davis (100.10) — Approve the use of the Council Chambers by Ronald Davis from September 21, 1998 through November 2, 1998, for two specific times to be selected by Mr. Davis at a later date based on availability of the City Council Chambers. Submitted by the City Administrator [Approved 6-0-1 (Garofalo Absent)] E-11. (City Council) Approve Appropriation Of Funds For 1998 Fourth Of July Celebration — Approve Budget Amendment (960.30) —1. Authorize a Fiscal year 97/98 budget amendment to allocate $34,131 from the Unappropriated Fourth of July Fund Balance into Account Number E-FP-CS-212-2-21-00 and 2. Authorize a Fiscal Year 97/98 budget amendment to allocate $5,175 from the Unappropriated General Fund Balance into Account Number E-FP-CS-212-2-21-00. Submitted by the Community Services Director [Approved 6-0-1 (Garofalo Absent)] E-12. (City Council) Approve Quality Customer Service Training Contract — Blanchard Solutions Group (600.10) — Approve and authorize the Mayor and City Clerk to execute the Professional Services Contract Between The City Of Huntington Beach And Blanchard Training And Development Inc., To Provide A City -Wide Training Program On Developing And Maintaining Quality Customer Service in the amount of $125,000. Submitted by the Director of Library Services and the Police Chief [Approved 5-1-1 (Harman NO; Garofalo Absent] E-13. (City Council) Utility Users Tax Audit Of Time Warner Communications & Settlement Agreement With Time Warner Inc. (TWI) Reaardina Tax Collection (600.10) — Approve and authorize the Mayor and City Clerk to sign the Settlement Agreement between the City and Time Warner Inc. (TWI) regarding the collection of utility user taxes on cable television services. Submitted by the City Attorney, City Treasurer and the Finance Director [Approved 6-0-1 (Garofalo Absent)] E-14. (City Council) Adopt Resolution No. 98-74 Amending The Non -Represented Employees Salary And Benefits Resolution To Desianate Two New Department Pleads And Provide for Administrative Leave (720.20) — Adopt Resolution No. 98-74 — 'A Resolution of the City Council of the City of Huntington Beach Modifying Salary and Benefits for Fiscal Years 1997198 and 1998199 for Non -Represented Employees. " 1. Add the position of Director of Building and Safety at salary range 578; and 2. Add the position of Director of Planning at salary range 579; and 3. Provide for 40 hours of Administrative Leave to "exempt" managers, and 4. Provide an additional 16 hours (total = 80 hours) of Administrative leave to department heads. Submitted by the Deputy City Administrator - Administrative Services Director [Adopted 6-0-1 (Garofalo Absent)] qITY OF HUNTINGTON BEAR MEETING DATE: September 21, 1998 DEPARTMENT ID NUUMELE F&LoA/- CUB yAWvIGn/- L/69AZ�li Poj-1 cE, /P/�- CtYYIDE✓, t: FRAA1Z -40 M ��II Council/Agency Meeting Held: ,CgL lodD. /b rred/Continued to: 7AppgrdConditional) Approved ❑Denied EPvy ty Clerk's Signature Council Meeting Date: September 21, 1998 Department ID Number: CITY OF HUNTINGTON BEACH REQUEST FOR ACTION SUBMITTED TO: HONORABLE MAYOR AND CITY COUNCIL SUBMITTED BY: RAY SILVER, CITY ADMINISTRATOR4eo.,),�c�.=,' PREPARED BY: MELANIE FALLON, DIRECTOR OF COMMUNIT , EL( 'I�MN`' 1� RON HAYDEN, DIRECTOR OF LIBRARY RVI RON LOWENBERG, POLICE CHIEF Cl) m 0110 ICrT. ADDDnl/C ni IAI ITV P`110-rn►ACD QCD%/Ir`C T0A1K11A1r_ rnK1-rDAn-r VVYVL.V �. r%l 1 a%./VL—%gwrlLlI VVV I vwIL1%vL.-R NV RVL- II%—%11\11vv R I%—wI Statement of Issue, Funding Source, Recommended Action, Alternative Action(s), Analysis, Environmental Status, Attachment(s) Statement of Issue: To provide a citywide program on developing and maintaining employee quality customer service, the City Council . must approve a contract with a firm specializing in such training. Funding Source: General Fund account AA-ND-1 01 -540. Recommended Action: Approve the contract with Blanchard Solutions Group in the amount of $125,000. Alternative Actions : 1. Select another firm to provide quality customer service training. 2. Do not approve a quality customer service training program. Analysis: There has not been a comprehensive citywide employee -training program for 15 years. The City Administrator convened a committee of department heads to develop a strategy for implementing a quality customer -training program throughout the city organization. The committee included Ron Lowenberg, Bob Franz, Ron Hagan, Melanie Fallon and Ron Hayden. Vicky Berg, Principal Personnel Analyst, also participated. The committee conducted research, reviewed training programs from other cities, and compiled information from prospective training firms. The committee interviewed four firms: rcaquality.doc -X- 1 09/08/98 10:06 AM 0 REQUEST FOR ACTION MEETING DATE: September 21, 1998 DEPARTMENT ID NUMBER: • Prichett & Associates, Inc. (Dallas) • Belgard (Oregon) • Blanchard Solutions Group (Escondido) • Franklin Covey Co. (Utah) The firms were asked how their training program would address the following: ♦ Create a "culture" for superior service ♦ Provide an on -going, institutionalized program ♦ Reinforce training principles to sustain training momentum ♦ Include both internal/external customers ♦ Evaluate employee performance & attitude ♦ Develop employee self worth ♦ Employee as valued and recognized After conducting the interviews, the committee recommended that the Blanchard Solutions Group be selected. This firm was selected because their program is comprehensive including both an assessment of the organization and quality customer service training. Their program emphasizes a commitment to service, an all out recovery strategy, continuous improvement, listening, defining the playing field, providing autonomy, facilitating the changing role of management, measuring, holding everyone accountable and celebrating successes. A representative from the Blanchard group met with the department heads to give them an opportunity to ask questions and learn more about the evaluating and training process. Blanchard Solutions Group will assist the City in creating a "culture" for superior service for both internal and external customers. Blanchard includes a program called "Raving Fans". The purpose of Raving Fans is to: • Institutionalize excellent service citywide • Create an ongoing process of improvement • Install reinforcements and accountabilities • Enhance internal and external service levels • Develop positive morale and employee enthusiasm • Install a Legendary Service Center Funding is included in the Non -departmental budget for FY97/98 and FY98/99 for the training of employees. As part of the contract approval process, the committee will meet with the representatives of the various associations to give them opportunity to provide input. Environmental Status: Not Applicable. rcaquality.doc ,A- Z 09/11/98 11:24 AM REQUEST FOR ACTION • MEETING DATE: September 21, 1998 DEPARTMENT ID NUMBER: Attachment(s): rcaquality.doc -4- 3 09/15/98 12:36 PM .. . . .� .y . . . \� / . \}\VTO 41/(�,/_7A .1 PROFESSIONAL SERVICES CONTRACT BETWEEN THE CITY OF HUNTINGTON BEACH AND BLANCHARD TRAINING AND DEVELOPMENT, INC., TO PROVIDE A CITY-WIDE TRAINING PROGRAM ON DEVELOPING AND MAINTAINING QUALITY CUSTOMER SERVICE Table of Contents 1 Work Statement........................................................................................................1 2 City Staff Assistance.................................................................................................1 3 Time of Performance................................................................................................2 4 Compensation...........................................................................................................2 5 Extra Work................................................................................................................2 6 Method of Payment...................................................................................................2 7 Disposition of Plans, Estimates and Other Documents............................................4 8 Hold Harmless..........................................................................................................4 9 Workers' Compensation............................................................................................4 10 Professional Liability Insurance...............................................................................5 11 Certificates of Insurance..........................................................................................5 12 Independent Contractor............................................................................................6 13 Termination of Agreement..................:....................................................................6 14 Assignment and Subcontracting..............................................................................7 15 Copyrights/Patents...................................................................................................7 16 City Employees and Officials..................................................................................7 17 Notices.....................................................................................................................7 18 Immigration.............................................................................................................. 7 19 Legal Services Subcontracting Prohibited...............................................................8 20 Attorney Fees...........................................................................................................8 21 Entirety.....................................................................................................................9 PROFESSIONAL SERVICES CONTRACT BETWEEN THE CITY OF HUNTINGTON BEACH AND BLANCHARD TRAINING AND DEVELOPMENT, INC., TO PROVIDE A CITY-WIDE TRAINING PROGRAM ON DEVELOPING AND MAINTAINING QUALITY CUSTOMER SERVICE THIS AGREEMENT, made and entered into this:.. of Se p { , 1998, by and between the City of Huntington Beach, a municipal corporation of the State of California, hereinafter referred to as "CITY", and Blanchard Training and Development, Inc., a California corporation, hereinafter referred to as "CONSULTANT." WHEREAS, CITY desires to engage the services of a consultant to provide a city wide training program on developing and maintaining quality customer service; and Pursuant to documentation on file in the office of the City Clerk, the provisions of HBMC Chapter 3.03 relating to procurement of professional service contracts has been complied with; and CONSULTANT has been selected to perform said services, NOW, THEREFORE, it is agreed by CITY and CONSULTANT as follows: WORK STATEMENT CONSULTANT shall provide all services as described in the Request for Proposal, and CONSULTANT's proposal dated August 19, 1998 (hereinafter referred to as Exhibit "A"), which is attached hereto and incorporated into this Agreement by this reference. Said services shall sometimes hereinafter be referred to as "PROJECT." CONSULTANT hereby designates Peter Psichogios who shall represent it and be its sole contact and agent in all consultations with CITY during the performance of this Agreement. 2. CITY STAFF ASSISTANCE CITY shall assign a staff coordinator to work directly with CONSULTANT in the performance of this Agreement. g*Agree:blanchar RLS 98-551 3. TIME OF PERFORMANCE Time is of the essence of this Agreement. The services of the CONSULTANT are to commence as soon as practicable after the execution of this Agreement and all tasks specified in Exhibit "A" shall be completed no later than one year from the date of this Agreement. These times may be extended with the written permission of the CITY. The time for performance of the tasks identified in Exhibit "A" are generally to be shown in the Scope of Services on the Work Program/Project Schedule. This schedule may be amended to benefit the PROJECT if mutually agreed by the CITY and CONSULTANT. 4. COMPENSATION In consideration of the performance of the services described herein, CITY agrees to pay CONSULTANT on a time and materials basis a fee not to exceed One Hundred Twenty- five Thousand Dollars ($125,000.00). EXTRA WORK In the event CITY requires additional services not included in Exhibit "A," or changes in the scope of services described in Exhibit "A," CONSULTANT will undertake such work after receiving written authorization from CITY. Additional compensation for such extra work shall be allowed only if the prior written approval of CITY is obtained. 6. METHOD OF PAYMENT A. CONSULTANT shall be entitled to progress payments toward the fixed fee set forth herein in accordance with the progress and payment schedules set forth in Exhibit "A". B. Delivery of work product: A copy of every technical memo and report prepared by CONSULTANT shall be submitted to the CITY to demonstrate progress toward completion of tasks. In the event CITY rejects or has comments on any such product, CITY shall identify specific requirements for satisfactory completion. Any such product which has not been formally accepted or rejected by CITY shall be deemed accepted. 2 gA Agrectlanchar RLS 98-551 C. The CONSULTANT shall submit to the CITY an invoice for each progress payment due. Such invoice shall: 1) Reference this Agreement; 2) Describe the services performed; 3) Show the total amount of the payment due; 4) Include a certification by a principal member of the CONSULTANT's firm that the work has been performed in accordance with the provisions of this Agreement; and 5) For all payments include an estimate of the percentage of work completed, or a task -by -task basis. Upon submission of any such invoice, if CITY is satisfied that CONSULTANT is making satisfactory progress toward completion of tasks in accordance with this Agreement, CITY shall promptly approve the invoice, in which event payment shall be made within thirty (30) days -of receipt of the invoice by CITY. Such approval shall not be unreasonably withheld. If the CITY does not approve an invoice, CITY shall notify CONSULTANT in writing of the reasons for non -approval, within seven (7) calendar days of receipt of the invoice, and the schedule of performance set forth in Exhibit "A" shall be suspended until the parties agree that past performance by CONSULTANT is in, or has been brought into compliance, or until this Agreement is terminated as provided herein. D. Any billings for extra work or additional services authorized by CITY shall be invoiced separately to the CITY. Such invoice shall contain all of the information required above, and in addition shall list the hours expended and hourly rate charged for such time. Such invoices shall be approved by CITY if the work performed is in accordance with the extra work or additional services requested, and if CITY is satisfied that the statement of hours worked and costs incurred is accurate. Such approval shall not be unreasonably withheld. Any dispute between the parties concerning payment of such an invoice shall be treated as separate and apart from the ongoing performance of the remainder of this Agreement. gA Agreetlanchu RLS 98-551 • 7. DISPOSITION OF PLANS, ESTIMATES AND OTHER DOCUMENTS CONSULTANT agrees that all materials prepared hereunder, including all original drawings, designs, reports, both field and office notices, calculations, maps and other documents, shall be turned over to CITY upon termination of this Agreement or upon PROJECT completion, whichever shall occur first. In the event this Agreement is terminated, said materials may be used by CITY in the completion of PROJECT or as it otherwise sees fit. Title to said materials shall pass to the CITY upon payment of fees determined to be earned by CONSULTANT to the point of termination or completion of the PROJECT, whichever is applicable. CONSULTANT shall be entitled to retain copies of all data prepared hereunder 8. HOLD HARMLESS CONSULTANT shall protect, defend, indemnify and hold harmless CITY, its officers, officials, employees and agents from and against any and all liability, loss, damage, expenses, costs (including without limitation costs and fees of litigation of every nature) arising out of or in connection with performance of this Agreement or its failure to comply with any of its obligations contained in this Agreement, except such loss or damage which was caused by the sole negligence or willful misconduct of the CITY. 9. WORKERS COMPENSATION CONSULTANT shall comply with all of the provisions of the Workers' Compensation Insurance and Safety Acts of the State of California, the applicable provisions of Division 4 and 5 of the California Labor Code and all amendments thereto; and all similar state or federal acts or laws applicable; and. shall indemnify, defend and hold harmless CITY from and against all claims, demands, payments, suits, actions, proceedings and judgments of every nature and description, including attorneys' fees and costs presented, brought or recovered against CITY, for or on account of any liability under any of said acts which may be incurred by reason of any work to be performed by CONSULTANT under this Agreement. 4 g*Agree:blanchar RLS 98-551 0 • 10. PROFESSIONAL LIABILITY INSURANCE CONSULTANT shall furnish a professional liability insurance policy covering the work performed by it hereunder. Said policy shall provide coverage for CONSULTANT'S professional liability in an amount not less than $1,000,000 per occurrence and in the aggregate. A claims made policy shall be acceptable if the policy further provides that: 1. The policy retroactive date coincides with or precedes the professional services contractor's start of work (including subsequent policies purchased as renewals or replacements). 2. CONSULTANT will make every effort to maintain similar insurance during the required extended period of coverage following project completion, including the requirement of adding all additional insureds. 3. If insurance is terminated for any reason, CONSULTANT agrees to purchase an extended reporting provision of at least two (2) years to report claims arising from work performed in connection with this Agreement. 4. The reporting of circumstances or incidents that might give rise to future claims. Under no circumstances shall this insurance contain a self -insured retention, or a "deductible" or any other similar form of limitation on the required coverage in excess of $ 0 11. CERTIFICATES OF INSURANCE Prior to commencing performance of the work hereunder, CONSULTANT shall furnish to CITY certificates of insurance subject to approval of the City Attorney evidencing the foregoing insurance coverages as required by this Agreement; said certificates shall: a. Provide the name and policy number of each carrier and policy; b. shall state that the policy is currently in force; and C. shall promise to provide that such policies shall not be suspended, voided or canceled by either party, reduced in coverage or in limits except after thirty days prior written 5 gA:Agree: blanchar RLS 98-551 notice; however, ten days prior written notice in the event of cancellation for nonpayment of premium. CONSULTANT shall maintain the foregoing insurance coverages in force until the work under this Agreement is fully completed and accepted by CITY. The requirement for carrying the foregoing insurance coverages shall not derogate from the provisions for indemnification of CITY by CONSULTANT under the Agreement. CITY or its representative shall at all times have the right to demand the original or a copy of all said policies of insurance. CONSULTANT shall pay, in a prompt and timely manner, the premiums on all insurance hereinabove required. 12. INDEPENDENT CONTRACTOR CONSULTANT is, and shall be, acting at all times in the performance of.this Agreement as an independent contractor. CONSULTANT shall secure at its expense, and be responsible for any and all payment of all taxes, social security, state disability insurance compensation, unemployment compensation and other payroll deductions for CONSULTANT and its officers, agents and employees and all business licenses, if any, in connection with the services to be performed hereunder. 13. TERMINATION OF AGREEMENT All work required hereunder shall be performed in a good and workmanlike manner. CITY may terminate CONSULTANT's services hereunder at any time with or without cause, and whether or not PROJECT is fully complete. CONSULTANT may. terminate this Agreement upon thirty (30) days prior notice to CITY. Any termination of this Agreement by CITY or CONSULTANT shall be made in writing, notice of which shall be delivered to CITY or CONSULTANT as provided herein. 6 g:4:Agree: blanchar RLS 98-551 0 • 14. ASSIGNMENT AND SUBCONTRACTING This Agreement is a personal service contract and the supervisory work hereunder shall not be delegated by CONSULTANT to any other person or entity without the consent of CITY. 15. COPYRIGHTS/PATENTS CONSULTANT shall retain all rights to any patent or copyright on any work, item or material owned by CONSULTANT and used in the performance of this Agreement. 16. CITY EMPLOYEES AND OFFICIALS CONSULTANT shall employ no CITY official nor any regular CITY employee in the work performed pursuant to this Agreement. No officer or employee of CITY shall have any financial interest in this Agreement in violation of the applicable provisions of the California Government Code. 17. NOTICES Any notice or special instructions required to be given in writing under this Agreement shall be given either by personal delivery to CONSULTANT's agent (as designated in Section 1 hereinabove) or to CITY's Director of Public Works as the situation shall warrant, or by enclosing the same in a sealed envelope, postage prepaid, and depositing the same in the United States Postal Service, addressed as follows: TO CITY: City of Huntington Beach 2000 Main Street Huntington Beach, CA 92648 18. IMMIGRATION TO CONSULTANT: Blanchard Solutions Group 117 State Place Escondido, CA 92029 CONSULTANT shall be responsible for full compliance with the immigration and naturalization laws of the United States and shall, in particular, comply with the provisions of the United States Code regarding employment verification. 7 g*Agree: blanchar RLS 98-551 19. LEGAL SERVICES SUBCONTRACTING PROHIBITED CONSULTANT and CITY agree that CITY is not liable for payment of any subcontractor work involving legal services, and that such legal services are expressly outside the scope of services contemplated -hereunder. CONSULTANT understands that pursuant to Huntington Beach City Charter Section 309, the City Attorney is the exclusive legal counsel for CITY; and CITY shall not be liable for payment of any legal services expenses incurred by CONSULTANT. 20. ATTORNEY' S FEES In the event suit is brought by either party to enforce the terms and provisions of this agreement or to secure the performance hereof, each party shall bear its own attorney's fees. Balance of page intentionally left blank. 8 gA:Agree: blanchar RLS 98-551 21. ENTIRETY The foregoing, and Exhibit "A": attached hereto, set forth the entire Agreement between the parties. IN WITNESS WHEREOF, the parties hereto have caused this Agreement to be executed by and through their authorized offices the day, month and year first above written. BLANCHARD TRAINING AND DEVELO TATr (Type or print) ' Its (circle one): (i) Chairman of the Board (ii) President iu y Vice President AND Its (circle one): Secret (ii) Any Assistant Secretary; nt) Chief Financial Officer (iv) Any Assistant Treasurer REVIEWED AND APPROVED: � o City dministrator g*Agree: blanchar RLS 98-551 CITY OF HUNTINGTON BEACH, A municipal corporation of the State of California Mayor ATTEST: City Clerk /o APPROVED AS TO FORM-,' , ity Attorney 3e-1 6c- 1110 k� INITIATED AND APPROVED: 01 Director of Commidifty Development 0 SEP.15.1998 ug-26-98 02 B- 11AM BLAIACHAP.D :09P UO -6© P. c Pe P_01/t )K, =-L ®OF If,..r a�A•' '�'���b.. '.�e ' I 1flQ LI ' DATEIMMD/Yr1 -T1NftRAN0F� CAR so '9J+REiC81 08J20/98 rpaouoeR �L 6 O� HIS CERTIFICATE 18 i AS A MATTER OF INFORMATION 50hnson A Wood Insurance Sea vices, Inc AP�jQ jf (IC D 1573L 9�6/��j� ONLY AND CONFERS NO RIGHTS UPON TH8 CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AM@ND, EXTEND DR Palmer W&Y, Suite D ALTER THE COVERAGE APPORD20 BY THE POLICIES BELOW. Carlabad CA 92000 Car (.'ketx vvi LT COMPANIES AFFOisIO1NG COVERAGE. F/cam _—_ Jeff Zvenbergor khRA1,Nk �6,0_¢Q COMI`ANY A _ Federal ins Cc (Chubb group) IgsL1IiED COMPANY B Cal Camp Blanchard Training A COMPANY Development 1% .0 135 state Place COMPANY• ~` Recondido CA 1202S p THIS IB TO CERTIFY THAT THE POLICIES OF INSURANCE LILTED BELOW HAvII BEEN ISSUED TO THE INSUNEO NAMED ABOVE FOR THE POLICY PERIOD INDICATED, NOTWITHSTANDING ANY REOUIIIEMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY OF ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIE9 D681:RIEEO HEREIN 19 SUBJECT TO ALL THE TERMS. EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. TYPE Of INAURANCE POUCY NUMBER IN; POLICY OFFACYIVE POLICY EXPIRATION TS DATE IMM/DO" DATE IMM/DD/YYI' LIMITS GENERAL LiasILMY GENERAL AGORMAT! e2000000 A X COMMIAGIALCENERALLIABIL.1'rY eLA1MR MADI OCCUR 35344220 03/03/P8 03/03/99 PRODUCT3•COMPIoPA00 12000000 PERSONAL AACV INJURY • 1000000 PACK OCCUPRENC! • 1000000 OWNER'S & CONTRACTOR'S PAOT FI_p_E DAMAGE I�I�y aq� 1•rsl / iacludad - 1 10000 MID EX (Anyone P•rtOR) AUTOMOBILE LIABILITY COMBINED SING LE LIMIT E 10000000 ANY AUTO ALL OWNED AUTOS 1 SOOILY INJURY • SCHEOULBO AUTOS IPa P�rrvnl A 7C 14INEDAUTOS �3 >31�3.6; ; 1 ; N'i Y,1�1: 03/03/96 1 03/03/99 BomLrIN,uRr �( NON•OW NED AUTOS .,. JT �GAIL U .y aIO?1 I IPLF OcclEantt t _• CITY-ATT0RIV-1 e7 PROPERTY DAMAGE I GARAGE LIAMLITY By AUTO ONLY • EA ACCIDENT I OTHER TMANAUTD ONLY: — r ANV AUTO 1 • D p Cl,ry a.�.tOY•. ,�, _ EACH ACCIDINT AGORE13ATE • EXeCBs uABNJTY EACH OCCUMENCE • 5000000 I]G ... ,. UMBRELLA FORM ( 79217038 03/03/98 I 03/03/99 wGGREGATE� •�^ • 5000000 , OTHER THAN UMBRRl1.A PDRM • WORKER[ EOMPOMATION AND I w 1j• n I EN • CMPLOYERs' LIADILITY _ _ /1000000 Ill. EACH ACf,IOENT n THs PROPniETOp/ , INCL w97s148431 I 11/01/97 11/01/98 03000000PIARTMINSINILV_ ELpISRA56'YOLICYLIMIT OPt CeP8 ARE•CU'I•IVE OXCL CL OICEASE - EA CMPLO YEE • 1000000 TMER DtRCMfeION O� OPERATIONSILOCATIOYSIVlHIClEX16PIC14l ITiM9 Citay of 8untin ton Beach, its aROr►�$,2OfficQvn4 6Mpo£ye=66 fro named dd t insured_ Except S as oval Ynonpaymentp i ww+4wwT1[IA CANCRLN AM SUPER98DBS CZRTIFICATE I99vBD ON 8/30/99&aw&•ww9ww CERTIFICATE MOLDER ; .. ,.;. " ...' CANCELLATION CITYHCTH SHOULD ANY O• TNI &ROVE D68CMBE0 PGtICIIS IE CANCELLBD RCFORE THE EXPIRATION DArE THERCOP, THE ISSUING COMPANY WILT 5096MUNIAG MAIL CAty of Runtington Beach 30d DAY6 WRITTEN NOTI0i TO ME CERTIFICATE 14OLDIM NAMLD TO THE LER. ATTx-. Risk management 2000 Kain Street r Huntingro17 Beach CA 92949 AuTNO01290 pEPpCiCNrATIVE n #Taff agenbergar L/��j� �43Cs�.��t�t.�e+-� ACORD.25-S M,,951, - ll// v (/ ACORD CO PORATION_1988 iN ?8 SAP 15A l 9= 31 CITY ATTORPdEY HUNTIN" TON BEACH 0 . 0 • 0 EXHIBIT "A" AUG.19.1998 3:40PM BLANCHARD N0.161 P.2 LJ The Ken Blanchard Company, founded in 1979, was named by Lakewood Research as one of the top five training and consulting companies in America based on seven dimensions of customer satisfaction, including diversity, value, availability, product quality, instructional quality, practicality and service. Simplicity and practicality. We are able to translate information into messages that can easily:be understood, retained.and acted upon,_ Ken Blanchard's.personal mission is to be A Teacher of Simple Truths. We are committed to "walking our talk" - being easy to do business with, providing Raving Fans -service and modeling flexibility. Responsiveness: We will .be listening to you at every turn will be prepared to respond quickly. Everyone on our team is empowered to meet your needs. We are an established company that will still be around years from now. While we have grown and diversified throughout our 20 year history, our values have remained constant. The high integrity of our founders and owners, Ken and Marjorie Blanchard, transcends to every individual on our team. All of our internal and external relationships are built on a set of shared values and a mind -set that the customer always comes first. H,, Staff Experience All of Blanchard Solutions Group's (BSG) consultants and trainers have extensive professional experience, the minimum is 17 years in the Organizational Development consulting field. All of the Ken Blanchard Companies' (KBC) trainers are certified in all of our instructional programs. All BSG/KBC trainer/consultants have a minimum of a B.S. in Organizational Development. Most hold a masters or doctorate degree in Business and Organizational Development. The City of Huntington Beach will always be working with a senior staff member. (Potential staff bios attached) C. Client List Virginia Department of Transportation Patricia Bauguss (804) 371-6790 Signature Flight Support/ BBA Aviation Kim Noyes (407)648-7217 UAW/General Motors Larry Jolly (248) 377-6538 *City Referrals previously sent to Ronald Hayden AUG. 19.1998 3:40PM BLANCHARD NO.161 P.3 D. Raidng Fans Professional Services and cost estimate Over time in our consulting practices, we have established a process for service improvement which blends with the three secrets of Creating Raving Fans. This process will assist the City of Huntington Beach in integrating service quality into its day-to-day performance practices. PHASE I SENIOR MANAGEMENT MEETING Our senior management meetings will help clarify roles, expectations and perceptions. Blanchard Solutions Group will cover six key factors in this session: • Service Vision • Service Values • Service Strategies • Service Goals • Service Alignment • Service Systems In this initial session, die selection of an appropriate framework for the roll -out of the service improvement process will be finalized. Factors considered are expectations, internal training capacities, the City -of Huntington Beach's structure and business requirements. PHASE II DATA COLLECTION ANALYSIS The Service Leader Assessment (SLA) will assist the City of Huntington Beach in pinpointing obstacles to service delivery. The SLA is designed to provide the City of Huntington Beach with a summary of "snapshot" of current organizational service performance identify issues impacting service quality and establishea baseline indicator of individual manager performance. While the SLA data is helpful for those in a leadership position as they try to create an environment that supports service improvement, the Creating Raving Fans assessment is important for capturing real data concerning the level of service between customers and employees, AU6.19.1998 3:41PM BLANCHARD N0.161 P.4 PHASE Ila ANECDOTAL INTERVIEWS Blanchard Solutions Group will work with the GAPS for the Raving Fan's assessment that show where improvement is needed, along with the Service Leader Assessment which is critical to creating an environment of continuous improvement. Typical issues are. Commitment to Service • Continuous Improvement • Trust/Respect • Vision and Values • Defining Performance Expectations • Measurement PHASE III DESIGN AND DEVELOPMENT Blanchard Solutions Group consultants will take the learning and outcomes from earlier phases to create a City of Huntington Beach customized education program. PHASE IV EDUCATION AND AWARENESS Once meaningful data is collected, we recommend starting training with management and then to all employees. It is important for management to be aware of their role in creating the appropriate environment to -ensure that front line efforts are supported. We recommend a one or two day -education. session. This session will get everyone "singing" off the same page and provide a strategic understanding of service issues. PHASE V IMPLEMENTATION CONSULTING The implementation consulting will be working in partnership with the City of Huntington Beach's employees and leaders to develop plans to install a process of continuous service improvement within the City of Huntington Beach. To insure dte service fundamentals transfer to the way the City of Huntington Beach "does its work" Approximate Cost Leadership Workbooks $15,000.00 S.L.A. 2,400.00 Gap Finders 6,600.00 Trainer Kits 7,000.00 Training for Trainers 12,000.00 Employee workbooks 70.000, c°wf!'Q—`f Total approximate cost $113,000.00 1Z�►��� Consulting fees as needed $2,750.00/day **All travel and expenses to be billed to client** AU6.19.19% 3'41PM BLANCHARD N0.161 P.5 L Insurance Information Attached is worker's comp insurance. The City of Huntington Beach is being added to the policy. F. Huntington Beach Bginess License We will obtain the appropriate license in compliance with the ordinance code. G. BSG contacts: Peter Psichogios Executive Vice President (800) 795-4283, ext. 5261 Partnership Support: Stephanie Gearhart, ext. 5282 Kelie Schillinger, ext. 5218 117 State Place Escondido, CA 92029 NO.161 P.7 AUG.19.1998 341PM BLANCHARD W BLANCHARD TRAINING AND DEVELOPMENT, INC. Barry Youngblood is a highly respected speaker, trainer, and consult- ant specializing in customer service, leadership, and team building. His outstanding ability to relate to the "real world" and to the con- nections between theory andday-to-day issues comes from over 15 years of successful line -management experience. Barry hasfirst=hand experience in -designing and training leadership and management programs, with an emphasis in customer service, for a wide variety of organizations. He is also co-author of Raving Fans®. His style, wit, and knowledge continue to receive outstanding reviews from audiences. He has a unique ability to view manage- ment and training objectively and analytically. These traits have provided him with the flexibility to work with everyone from senior management of large corporations to frontline employees of small businesses. Barry received a bachelor's degree in human relations and organi- zational behavior and a master's degree in educational administra- tion and leadership from the University of San Francisco, AUG. 19.1998 3�2PM BLANCHARD NO.161 P.8 16 0 brJ Blanchard Training and Development, Inc. Scott Blanchard is an enthusiastic motivational.speaker�for groups of all sizes. An accomplished trainer and organization consultant for Blanchard Training and Development, Inc., he is well versed in several of-Blanchard's training programs including Situational Leadership°II (SLIII) and Legendary Service®. Scott is also a certified facilitator and trainer for the Myers -Briggs Type Indicator. Prior to joining BTD, Scott served as general manager and director of sales for The Golf University in San Diego where he worked diligently in sales and program design to develop the company into one of the premier golf schools in the United States. Recently, Scott participated on a project team to redesign the work pro- cesses, systems, and structure of Blanchard Training:and Development,.Ine. Dur- ing the design project he was able to put into practice the consulting, leadership, and influencing skills he speaks about in his seminars. Scott earned his master's degree in organizational development from American University in. Washington, D.C. He received a bachelor's of science degree from the School of Hotel Administration at Cornell University and has extensive work experience in the hospitality industry working at such properties.as The Worthington Hotel and the Hotel Inter -Continental.