HomeMy WebLinkAboutItem 14 - Customer Service Training70AXISIM
FROM
MEETING DATE
SUBJECT:
RECOMMENDATION:
HONORABLE MAYOR AND MEMBERS OF THE CITY COUNCIL
ROGER NELSON, CITY MANAGERA/'
AUGUST 15, 2000
PROFESSIONAL SERVICES AGREEMENT WITH DIANE
OSSENKOP & ASSOCIATES FOR CONSULTING AND
TRAINING
The City Manager recommends the approval
agreement with Diane Ossenkop & Associates
service training program for the City.
FUNDING SOURCE:
of the attached professional services
to develop and present a customer
Funds are available in both the FY2000 and FY2001 budget in the Non -Departmental
Training, Travel and Dues account in the amount of $49,000.
BACKGROUND:
This project is divided into two separate parts. The first part will occur this fiscal year
with the design of a customer service program that addresses the varied needs and
challenges faced by the City's different departments. The second part will occur during
FY2001 and will include training sessions for every City employee.
Diane Ossenkop & Associates was chosen after an internal search was completed for a
customer service trainer with extensive experience in public and private sectors. Ms.
Ossenkop and the lead trainer have been providing customer service training to the
public and private sectors for the past eight years and come highly recommended by
previous clients. Prior to the creation of her firm, Ms. Ossenkop was an internal trainer
with the City of Arlington.
The City Manager recommends approval of the contract.
WN
August 9, 2000 (11:24AM)
Diane E. Ossenkop & Associates
2000 CONSULTING/ TRAINING AGREEMENT Page 1 of 5
DIANE E. OSSENKOP & ASSOCIATES
CONSULTING & TRAINING AGREEMENT
This agreement dated 07/31/00, is made by and between Diane
Ossenkop & Associates (consultant) whose address is 5911 Derek,
Arlington, TX , and City of Grapevine (client) , whose address is 200
S. Main St., Grapevine, TX.
Consultation Services. The company hereby employs the consultant to
perform the following services in accordance with the terms and
conditions set forth in this agreement: The consultant will consult with
the officers and employees of the company concerning matters relating to
the management and organization of the company, their service
processes and policies, and generally any matter arising out of the
business service dealings with the citizens and customers of the city.
Terms of Agreement. This agreement will begin August 7, 2000 and
will end July 31, 2001. Either party may cancel this agreement on thirty
F (30) days notice to the other party in writing, by certified mail or personal
delivery.
Description of Services:
The services provided will be delivered in four Phases:
Phase I - Customer Service strategy development session (2hr session) --
City Manager and designees
Phase II - Department Head Workshops (3- 2hr sessions) -- department
heads and designees
Phase III - Design and Development of City-wide Strategy hick -off
Phase IV - Design and Delivery of one -day Customer Service Training (all
city employees including public safety employees)
~ 5911 Derek St. Arlington, TX 76016
Voice: 817.446.4126 Fax: 817.446.1525 Email: tomossenkop'amsn.com
Diane E. Ossenkop & Associates
2000 CONSULTING/TRAINING AGREEMENT Page 2 of 5
Estimated Schedule:
Consultant estimates that the project will be completed by July, 2001.
Dates that have been scheduled as of this writing are:
August 7, 2000 3:00-5:00pm - Phase I
August 21, 28, September 11, 9:00-11:00am -Phase II
October 4, 5, 10, 8:00-9:00am, 2:00-3:00pm - Phase III (Kick-off)
October 17, 18, 25 - Phase IV (Customer Service Training)
November 8, 14, 15 - same as above
December 6, 12, 13 - same as above
Additional classes will be scheduled at the Department Head Workshops
during Phase II.
Location:
TBD by client. Once location is determined, consultant will notify client
of desired room set-up.
Audio -Visual Equipment
The Department Head Workshops will require an overhead projector with
LCD panel and screen, and flip chart stand with paper. The customer
service training sessions will require an overhead projector and screen,
two flip chart stands with paper and a VCR with monitor.
Rental or provision of AV equipment is the responsibility of the client.
5911 Derek St. Arlington, TX 76016
Voice: 817.446.4126 Fax: 817.446.1525 Email: tomossenk g a msn. co_m
Diane E. Ossenkop & Associates
2000 CONSULTING/ TRAINING AGREEMENT Page 3 of 5
Compensation:
Professional Fee:
Client agrees to pay consultant $49,000 for the services described
below:
A. Design and development fee: $7000.00
This fee includes the necessary meetings, design and development
time (approximately 30 hours) needed for Phase I and II, unlimited
e-mail and phone support of up to 10 hours per month for the
duration of the engagement.
B. Course delivery fee: $42,000 ($1000.00/day)
This fee is based on the following ASSUMPTIONS:
Total of 42 classes
Daily rate of $1000.00/day
Total of 660 employees to be trained
Approximate number of participants per class - 15 to 20
Three to five classes held per month for a period of 10 months
Class timeframe - 8:00am - 3:00pm
Total cost per employee - $64.00 (direct cost relative to my fee)
Additional classes held at a rate of $1200.00/day
Materials Fee:
A master copy of course materials will be provided to client for copying.
Consultant will be reimbursed for purchase of assessment instruments
or additional learning materials approved by client prior to purchase.
Schedule of Payment:
Please make all payments payable to Diane E. Ossenkop (SSN 455-29-
1444). 100% of the design and development fee ($7000.00) is due and
payable immediately. Fees for training class will be billed on the last
training day of the month. Any expenses requiring reimbursement are to
be paid within 30 days of client receiving the invoice and applicable
receipts.
s
5911 Derek St. Arlington, TX 76016
Voice: -817.446.4126 Fax: 817.446.1525 Email: tomossenkop�7imsn.com
Diane E. Ossenkop & Associates
2000 CONSULTING/ TRAINING AGREEMENT Page 4 of 5
Supplementary Products:
Department Heads and their designees are asked to read the book
Managing Knock Your Socks Off Service, by Chip R. Bell and Ron Zemke
(AMACOM, 1992) which can be purchased at a bulk discount through
AMACOM. Client will be responsible for ordering and purchasing the
books.
Re -scheduling of classes:
Client may re -schedule classes with a three week notice, understanding
that re -scheduling options may be limited due to consultant's schedule.
If less than three weeks notice is given for a change, consultant will bill
client for $500.00 (one-half the daily rate of $1000.00).
Recording;
No audio or video recorders may be used without the prior, written
agreement of Diane E. Ossenkop.
Evaluations and Feedback
Consultant will provide City of Grapevine copies of evaluations completed
by participants (or a written summary of the evaluation ratings and
comments).
❑ Comments written by participants may be used in marketing
materials.
❑ Comments written by participants may not be used in marketing
materials.
Independent Contractor. Both the client and the consultant agree
that the consultant will act as an independent contractor in the
performance of its duties under this contract. Accordingly, the
consultant shall be responsible for payment of all taxes including
Federal, State and local taxes arising out of the consultant's activities
in accordance with this contract, including by way of illustration but
not limitation, Federal and State income tax, Social Security tax,
Unemployment Insurance taxes, and any other taxes or business license
fee as required. Consultant will pay all travel expenses.
Confidential Information. The consultant agrees that any information
received by the consultant during any furtherance of the consultant's
obligations in accordance with this contract, which concerns the
personal, financial or other affairs of the client will be treated by
the consultant(s) in full confidence and will not be revealed to any other
persons, firms or organizations.
5911 Derek St. Arlington, TX 76016
Voice: 817.446.4126 Fags: 817.446.1525 Email: tomossenkop'amsn.eom
Diane E. Ossenkop & Associates
2000 CONSULTING/ TRAINING AGREEMENT Page 5 of 5
Employment of Others. The client may from time to time request that
the consultant arrange for the services of others. All costs to the
consultant for those services will be paid by the client but in no event
shall the consultant employ others without the prior authorization of the
client.
APPROVED BY:
Diane E. Ossenkop Date
APPROVED BY:
City of Grapevine representative Date
Please return a. copy of the signed agreement, by mail or by fax,
To Thane E. Ossenkop immediately
in order to confirm this agreement for your organization.
5911 Derek St. Arlington, TX 76016
Voice: 817.446.4126 Fax: 817.446.1525 Email: tomossenkop.amsn.com.