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Agreement - Management Partners - Customer Service Manual - Signed 2022-06-01City of Gilroy Agreement/Contract Tracking Today’s Date: June 1, 2022 Your Name: Monica Sendejas Contract Type: Services over $5k - Consultant Phone Number: 408-846-0266 Contract Effective Date: (Date contract goes into effect) 6/1/2022 Contract Expiration Date: 12/31/2022 Contractor / Consultant Name: (if an individual’s name, format as last name, first name) Management Partners Contract Subject: (no more than 100 characters) Customer Service Manual Agreement (2022) Contract Amount: (Total Amount of contract. If no amount, leave blank) $23,990.00 By submitting this form, I confirm this information is complete: ➢Date of Contract ➢Contractor/Consultant name and complete address ➢Terms of the agreement (start date, completion date or “until project completion”, cap of compensation to be paid) ➢Scope of Services, Terms of Payment, Milestone Schedule and exhibit(s) attached ➢Taxpayer ID or Social Security # and Contractors License # if applicable ➢Contractor/Consultant signer’s name and title ➢City Administrator or Department Head Name, City Clerk (Attest), City Attorney (Approved as to Form) Routing Steps for Electronic Signature Risk Manager City Attorney Approval As to Form City Administrator or Department Head City Clerk Attestation DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 -1- 4835-2267-0361v1 LAC\04706083 AGREEMENT FOR SERVICES (For contracts over $5,000 - CONSULTANT) This AGREEMENT made this 1 day of June, 2022, between: CITY: City of Gilroy, having a principal place of business at 7351 Rosanna Street, Gilroy, California and CONSULTANT: Management Partners, having a principal place of business at 1730 Madison Road Cincinnati, OH 45206. ARTICLE 1. TERM OF AGREEMENT This Agreement will become effective on June 1, 2022 and will continue in effect through December 31, 2022 unless terminated in accordance with the provisions of Article 7 of this Agreement. Any lapse in insurance coverage as required by Article 5, Section D of this Agreement shall terminate this Agreement regardless of any other provision stated herein. ______ Initial ARTICLE 2. INDEPENDENT CONTRACTOR STATUS It is the express intention of the parties that CONSULTANT is an independent contractor and not an employee, agent, joint venturer or partner of CITY. Nothing in this Agreement shall be interpreted or construed as creating or establishing the relationship of employer and employee between CITY and CONSULTANT or any employee or agent of CONSULT ANT. Both parties acknowledge that CONSULTANT is not an employee for state or federal tax purposes. CONSULTANT shall not be entitled to any of the rights or benefits afforded to CITY’S employees, including, without limitation, disability or unemployment insurance, workers’ compensation, medical insurance, sick leave, retirement benefits or any other employment benefits. CONSULTANT shall retain the right to perform services for others during the term of this Agreement. ARTICLE 3. SERVICES TO BE PERFORMED BY CONSULTANT A. Specific Services CONSULTANT agrees to: Perform the services as outlined in Exhibit “A” (“Specific Provisions”) and Exhibit “B” (“Scope of Services”), within the time periods described in Exhibit “C” (“Milestone Schedule”). B. Method of Performing Services CONSULTANT shall determine the method, details and means of performing the above - described services. CITY shall have no right to, and shall not, control the manner or determine the method of accomplishing CONSULTANT’S services. DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 -2- 4835-2267-0361v1 LAC\04706083 C. Employment of Assistants CONSULTANT may, at the CONSULTANT’S own expense, employ such assistants as CONSULTANT deems necessary to perform the services required of CONSULTANT by this Agreement, subject to the prohibition against assignment and subcontracting contained in Article 5 below. CITY may not control, direct, or supervise CONSULTANT’S assistants in the performance of those services. CONSULTANT assumes full and sole responsibility for the payment of all compensation and expenses of these assistants and for all state and federal income tax, unemployment insurance, Social Security, disability insurance and other applicable withholding. D. Place of Work CONSULTANT shall perform the services required by this Agreement at any place or location and at such times as CONSULTANT shall determine is necessary to properly and timely perform CONSULTANT’S services. ARTICLE 4. COMPENSATION A. Consideration In consideration for the services to be performed by CONSULTANT, CITY agrees to pay CONSULTANT the amounts set forth in Exhibit “D” (“Payment Schedule”). In no event however shall the total compensation paid to CONSULTANT exceed $23,990.00. B. Invoices CONSULTANT shall submit invoices for all services rendered. C. Payment Payment shall be due according to the payment schedule set forth in Exhibit “D”. No payment will be made unless CONSULTANT has first provided City with a written receipt of invoice describing the work performed and any approved direct expenses (as provided for in Exhibit “A”, Section IV) incurred during the preceding period. If CITY objects to all or any portion of any invoice, CITY shall notify CONSULTANT of the objection within thirty (30) days from receipt of the invoice, give reasons for the objection, and pay that portion of the invoice not in dispute. It shall not constitute a default or breach of this Agreement for CITY not to pay any invoiced amounts to which it has objected until the objection has been resolved by mutual agreement of the parties. D. Expenses CONSULTANT shall be responsible for all costs and expenses incident to the performance of services for CITY, including but not limited to, all costs of equipment used or provided by CONSULTANT, all fees, fines, licenses, bonds or taxes required of or imposed against CONSULTANT and all other of CONSULTANT’S costs of doing business. CITY shall not be DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 -3- 4835-2267-0361v1 LAC\04706083 responsible for any expenses incurred by CONSULTANT in performing services for CITY, except for those expenses constituting “direct expenses” referenced on Exhibit “A.” ARTICLE 5. OBLIGATIONS OF CONSULTANT A. Tools and Instrumentalities CONSULTANT shall supply all tools and instrumentalities required to perform the services under this Agreement at its sole cost and expense. CONSULTANT is not required to purchase or rent any tools, equipment or services from CITY. B. Workers’ Compensation CONSULTANT agrees to provide workers’ compensation insurance for CONSULTANT’S employees and agents and agrees to hold harmless, defend with counsel acceptable to CITY and indemnify CITY, its officers, representatives, agents and employees from and against any and all claims, suits, damages, costs, fees, demands, causes of action, losses, liabilities and expenses, including without limitation reasonable attorneys’ fees, arising out of any injury, disability, or death of any of CONSULTANT’S employees. C. Indemnification of Liability, Duty to Defend 1. As to professional liability, to the fullest extent permitted by law, CONSULTANT shall defend, through counsel approved by CITY (which approval shall not be unreasonably withheld), indemnify and hold harmless CITY, its officers, representatives, agents and employees against any and all suits, damages, costs, fees, claims, demands, causes of action, losses, liabilities and expenses, including without limitation attorneys’ fees, to the extent arising or resulting directly or indirectly from any willful or negligent acts, errors or omissi ons of CONSULTANT or CONSULTANT’S assistants, employees or agents, including all claims relating to the injury or death of any person or damage to any property. 2. As to other liability, to the fullest extent permitted by law, CONSULTANT shall defend, through counsel approved by CITY (which approval shall not be unreasonably withheld), indemnify and hold harmless CITY, its officers, representatives, agents and employees against any and all suits, damages, costs, fees, claims, demands, causes of action, losses, liabilities and expenses, including without limitation attorneys’ fees, arising or resulting directly or indirectly from any act or omission of CONSULTANT or CONSULTANT’S assistants, employees or agents, including all claims relating to the injury or death of any person or damage to any property. D. Insurance In addition to any other obligations under this Agreement, CONSULTANT shall, at no cost to CITY, obtain and maintain throughout the term of this Agreement: (a) Commercial Liability Insurance on a per occurrence basis, including coverage for owned and non-owned automobiles, with a minimum combined single limit coverage of $1,000,000 per occurrence for all damages due to bodily injury, sickness or disease, or death to any person, and damage to property, DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 -4- 4835-2267-0361v1 LAC\04706083 including the loss of use thereof; and (b) Professional Liability Insurance (Errors & Omissions) with a minimum coverage of $1,000,000 per occurrence or claim, and $2,000,000 aggregate; provided however, Professional Liability Insurance written on a claims made basis must comply with the requirements set forth below. Professional Liability Insurance written on a claims made basis (including without limitation the initial policy obtained and all subsequent policies purchased as renewals or replacements) must show the retroactive date, and the retroactive date must be before the earlier of the effective date of the contract or the beginning of the contract work. Claims made Professional Liability Insurance must be maintained, and written evidence of insurance must be provided, for at least five (5) years after the completion of the contract work. If claims made coverage is canceled or non-renewed, and not replaced with another claims-made policy form with a retroactive date prior to the earlier of the effective date of the contract or the beginning of the contract work, CONSULTANT must purchase so called “extended reporting” or “tail” coverage for a minimum of five (5) years after completion of work, which must also show a retroactive date that is before the earlier of the effective date of the contract or the beginning of the contract work. As a condition precedent to CITY’S obligations under this Agreement, CONSULTANT shall furnish written evidence of such coverage (naming CITY, its officers and employees as additional insureds on the Comprehensive Liability insurance policy referred to in (a) immediately above via a specific endorsement) and requiring thirty (30) days written notice of policy lapse or cancellation, or of a material change in policy terms. E. Assignment Notwithstanding any other provision of this Agreement, neither this Agreement nor any duties or obligations of CONSULTANT under this Agreement may be assigned or subcontracted by CONSULTANT without the prior written consent of CITY, which CITY may withhold in its sole and absolute discretion. F. State and Federal Taxes As CONSULTANT is not CITY’S employee, CONSULTANT shall be responsible for paying all required state and federal taxes. Without limiting the foregoing, CONSULTANT acknowledges and agrees that: • CITY will not withhold FICA (Social Security) from CONSULTANT’S payments; • CITY will not make state or federal unemployment insurance contributions on CONSULTANT’S behalf; • CITY will not withhold state or federal income tax from payment to CONSULTANT; • CITY will not make disability insurance contributions on behalf of CONSULTANT; • CITY will not obtain workers’ compensation insurance on behalf of CONSULTANT. DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 -5- 4835-2267-0361v1 LAC\04706083 ARTICLE 6. OBLIGATIONS OF CITY A. Cooperation of City CITY agrees to respond to all reasonable requests of CONSULTANT and provide access, at reasonable times following receipt by CITY of reasonable notice, to all documents reasonably necessary to the performance of CONSULTANT’S duties under this Agreement. B. Assignment CITY may assign this Agreement or any duties or obligations thereunder to a successor governmental entity without the consent of CONSULTANT. Such assignment shall not release CONSULTANT from any of CONSULTANT’S duties or obligations under this Agreement. ARTICLE 7. TERMINATION OF AGREEMENT A. Sale of Consultant’s Business/ Death of Consultant. CONSULTANT shall notify CITY of the proposed sale of CONSULTANT’s business no later than thirty (30) days prior to any such sale. CITY shall have the option of terminating this Agreement within thirty (30) days after receiving such notice of sale. Any such CITY termination pursuant to this Article 7.A shall be in writing and sent to the address for notices to CONSULTANT set forth in Exhibit A, Subsection V.H., no later than thirty (30) days after CITY’ receipt of such notice of sale. If CONSULTANT is an individual, this Agreement shall be deemed automatically terminated upon death of CONSULTANT. B. Termination by City for Default of Consultant Should CONSULTANT default in the performance of this Agreement or materially breach any of its provisions, CITY, at CITY’S option, may terminate this Agreement by giving written notification to CONSULTANT. For the purposes of this section, material breach of this Agreement shall include, but not be limited to the following: 1. CONSULTANT’S failure to professionally and/or timely perform any of the services contemplated by this Agreement. 2. CONSULTANT’S breach of any of its representations, warranties or covenants contained in this Agreement. CONSULTANT shall be entitled to payment only for work completed in accordance with the terms of this Agreement through the date of the termination notice, as reasonably determined by CITY, provided that such payment shall not exceed the amounts set forth in this Agreement for the tasks described on Exhibit C” which have been fully, competently and timely rendered by CONSULTANT. Notwithstanding the foregoing, if CITY terminates this Agreement due to CONSULTANT’S default in the performance of this Agreement or material breach by CONSULTANT of any of its provisions, then in addition to any other rights and remedies CITY DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 -6- 4835-2267-0361v1 LAC\04706083 may have, CONSULTANT shall reimburse CITY, within ten (10) days after demand, for any and all costs and expenses incurred by CITY in order to complete the tasks constituting the scope of work as described in this Agreement, to the extent such costs and expenses exceed the amounts CITY would have been obligated to pay CONSULTANT for the performance of that task pursuant to this Agreement. C. Termination for Failure to Make Agreed-Upon Payments Should CITY fail to pay CONSULTANT all or any part of the compensation set forth in Article 4 of this Agreement on the date due, then if and only if such nonpayment constitutes a default under this Agreement, CONSULTANT, at the CONSULTANT’S option, may terminate this Agreement if such default is not remedied by CITY within thirty (30) days after demand for such payment is given by CONSULTANT to CITY. D. Transition after Termination Upon termination, CONSULTANT shall immediately stop work, unless cessation could potentially cause any damage or harm to person or property, in which case CONSULTANT shall cease such work as soon as it is safe to do so. CONSULTANT shall incur no further expenses in connection with this Agreement. CONSULTANT shall promptly deliver to CITY all work done toward completion of the services required hereunder, and shall act in such a manner as to facilitate any the assumption of CONSULTANT’s duties by any new consultant hired by the CITY to complete such services. ARTICLE 8. GENERAL PROVISIONS A. Amendment & Modification No amendments, modifications, alterations or changes to the terms of this Agreement shall be effective unless and until made in a writing signed by both parties hereto. B. Americans with Disabilities Act of 1990 Throughout the term of this Agreement, the CONSULTANT shall comply fully with all applicable provisions of the Americans with Disabilities Act of 1990 (“the Act”) in its current form and as it may be amended from time to time. CONSULTANT shall also requi re such compliance of all subcontractors performing work under this Agreement, subject to the prohibition against assignment and subcontracting contained in Article 5 above. The CONSULTANT shall defend with counsel acceptable to CITY, indemnify and hold harmless the CITY OF GILROY, its officers, employees, agents and representatives from and against all suits, claims, demands, damages, costs, causes of action, losses, liabilities, expenses and fees, including without limitation reasonable attorneys’ fees, that may arise out of any violations of the Act by the CONSULTANT, its subcontractors, or the officers, employees, agents or representatives of either. DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 -7- 4835-2267-0361v1 LAC\04706083 C. Attorneys’ Fees If any action at law or in equity, including an action for declaratory relief, is brought to enforce or interpret the provisions of this Agreement, the prevailing party will be entitled to reasonable attorneys’ fees, which may be set by the court in the same action or in a separate action brought for that purpose, in addition to any other relief to which that party may be entitled. D. Captions The captions and headings of the various sections, paragraphs and subparagraphs of the Agreement are for convenience only and shall not be considered nor referred to for resolving questions of interpretation. E. Compliance with Laws The CONSULTANT shall keep itself informed of all State and National laws and all municipal ordinances and regulations of the CITY which in any manner affect those engaged or employed in the work, or the materials used in the work, or which in any way affect the conduct of the work, and of all such orders and decrees of bodies or tribunals having any jurisdiction or authority over the same. Without limiting the foregoing, CONSULTANT agrees to observe the provisions of the Municipal Code of the CITY OF GILROY, obligating every contractor or subcontractor under a contract or subcontract to the CITY OF GILROY for public works or for goods or services to refrain from discriminatory employment or subcontracting practices on the basis of the race, color, sex, religious creed, national origin, ancestry of any employee, applicant for employment, or any potential subcontractor. F. Conflict of Interest CONSULTANT certifies that to the best of its knowledge, no CITY employee or office of any public agency interested in this Agreement has any pecuniary interest in the business of CONSULTANT and that no person associated with CONSULTANT has any interest that would constitute a conflict of interest in any manner or degree as to the execution or perform ance of this Agreement. G. Entire Agreement This Agreement supersedes any and all prior agreements, whether oral or written, between the parties hereto with respect to the rendering of services by CONSULTANT for CITY and contains all the covenants and agreements between the parties with respect to the rendering of such services in any manner whatsoever. Each party to this Agreement acknowledges that no representations, inducements, promises or agreements, orally or otherwise, have been made by any party, or anyone acting on behalf of any party, which are not embodied herein, and that no other agreement, statement or promise not contained in this Agreement shall be valid or binding. No other agreements or conversation with any officer, agent or employee of CIT Y prior to execution of this Agreement shall affect or modify any of the terms or obligations contained in any documents comprising this Agreement. Such other agreements or conversations shall be considered as unofficial information and in no way binding upon CITY. DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 -8- 4835-2267-0361v1 LAC\04706083 H. Governing Law and Venue This Agreement shall be governed by and construed in accordance with the laws of the State of California without regard to the conflict of laws provisions of any jurisdiction. The exclusive jurisdiction and venue with respect to any and all disputes arising hereunder shall be in state and federal courts located in Santa Clara County, California. I. Notices Any notice to be given hereunder by either party to the other may be effected either by personal delivery in writing or by mail, registered or certified, postage prepaid with return receipt requested. Mailed notices shall be addressed to the parties at the addresses appearing in Exhibit “A”, Section V.H. but each party may change the address by written notice in accordance with this paragraph. Notices delivered personally will be deemed delivered as of actual receipt; mailed notices will be deemed delivered as of three (3) days after mailing. J. Partial Invalidity If any provision in this Agreement is held by a court of competent jurisdiction to be invalid, void or unenforceable, the remaining provisions will nevertheless continue in full force without being impaired or invalidated in any way. K. Time of the Essence All dates and times referred to in this Agreement are of the essence. L. Waiver CONSULTANT agrees that waiver by CITY of any one or more of the conditions of performance under this Agreement shall not be construed as waiver(s) of any other condition of performance under this Agreement. Executed at Gilroy, California, on the date and year first above written. CONSULTANT: CITY: Management Partners CITY OF GILROY By: By: Name: Jerry Newfarmer Name: Jon Biggs Title: President and CEO Title: Interim Community Development Director Social Security or Taxpayer Identification Number 31-1407585 DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 -9- 4835-2267-0361v1 LAC\04706083 Approved as to Form ATTEST: City Attorney City Clerk DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 -1- 4835-2267-0361v1 LAC\04706083 EXHIBIT “A” SPECIFIC PROVISIONS I. PROJECT MANAGER CONSULTANT shall provide the services indicated on the attached Exhibit “B”, Scope of Services (“Services”). (All exhibits referenced are incorporated herein by reference.) To accomplish that end, CONSULTANT agrees to assign Jan Goldstein, who will act in the capacity of Project Manager, and who will personally direct such Services. Except as may be specified elsewhere in this Agreement, CONSULTANT shall furnish all technical and professional services including labor, material, equipment, transportation, supervision and expertise to perform all operations necessary and required to complete the Services in accordance with the terms of this Agreement. II. NOTICE TO PROCEED/COMPLETION OF SERVICE A. NOTICE TO PROCEED CONSULTANT shall commence the Services upon delivery to CONSULTANT of a written “Notice to Proceed”, which Notice to Proceed shall be in the form of a written communication from designated City contact person(s). Notice to Proceed may be in the form of e-mail, fax or letter authorizing commencement of the Services. For purposes of this Agreement, Cindy McCormick shall be the designated City contact person(s). Notice to Proceed shall be deemed to have been delivered upon actual receipt by CONSULTANT or if otherwise delivered as provided in the Section V.H. (“Notices”) of this Exhibit “A”. B. COMPLETION OF SERVICES When CITY determines that CONSULTANT has completed all of the Services in accordance with the terms of this Agreement, CITY shall give CONSULTANT written Notice of Final Acceptance, and CONSULTANT shall not incur any further costs hereunder. CONSULTANT may request this determination of completion when, in its opinion, it has completed all of the Services as required by the terms of this Agreement and, if so requested, CITY shall make this determination within two (2) weeks of such request, or if CITY determines that CONSULTANT has not completed all of such Services as required by this Agreement, CITY shall so inform CONSULTANT within this two (2) week period. III. PROGRESS SCHEDULE The schedule for performance and completion of the Services will be as set forth in the attached Exhibit “C”. IV. PAYMENT OF FEES AND DIRECT EXPENSES Payments shall be made to CONSULTANT as provided for in Article 4 of this Agreement. DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 -2- 4835-2267-0361v1 LAC\04706083 Direct expenses are charges and fees not included in Exhibit “B”. CITY shall be obligated to pay only for those direct expenses which have been previously approved in writing by CITY. CONSULTANT shall obtain written approval from CITY prior to incurring or billing of direct expenses. Copies of pertinent financial records, including invoices, will be included with the submission of billing(s) for all direct expenses. V. OTHER PROVISIONS A. STANDARD OF WORKMANSHIP CONSULTANT represents and warrants that it has the qualifications, skills and licenses necessary to perform the Services, and its duties and obligations, expressed and implied, contained herein, and CITY expressly relies upon CONSULTANT’S representations and warranties regarding its skills, qualifications and licenses. CONSULTANT shall perform such Services and duties in conformance to and consistent with the standards generally recognized as being employed by professionals in the same discipline in the State of California. Any plans, designs, specifications, estimates, calculations, reports and other documents furnished under this Agreement shall be of a quality acceptable to CITY. The minimum criteria for acceptance shall be a product of neat appearance, well-organized, technically and grammatically correct, checked and having the maker and checker identified. The minimum standard of appearance, organization and content of the drawings shall be that used by CITY for similar purposes. B. RESPONSIBILITY OF CONSULTANT CONSULTANT shall be responsible for the professional quality, technical accuracy, and the coordination of the Services furnished by it under this Agreement. CONSULTANT shall not be responsible for the accuracy of any project or technical information provided by the CITY. The CITY’S review, acceptance or payment for any of the Services shal l not be construed to operate as a waiver of any rights under this Agreement or of any cause of action arising out of the performance of this Agreement, and CONSULTANT shall be and remain liable to CITY in accordance with applicable law for all damages to CITY caused by CONSULTANT’S negligent performance of any of the services furnished under this Agreement. C. RIGHT OF CITY TO INSPECT RECORDS OF CONSULTANT CITY, through its authorized employees, representatives or agents, shall have the right, at any and all reasonable times, to audit the books and records (including, but not limited to, invoices, vouchers, canceled checks, time cards, etc.) of CONSULTANT for the purpose of verifying any and all charges made by CONSULTANT in connection with this Agreement. CONSULTANT shall maintain for a minimum period of three (3) years (from the date of final payment to CONSULTANT), or for any longer period required by law, sufficient books and records in accordance with standard California accounting practices to establish the correctness of all charges submitted to CITY by CONSULTANT, all of which shall be made available to CITY at the CITY’s offices within five (5) business days after CITY’s request. DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 -3- 4835-2267-0361v1 LAC\04706083 D. CONFIDENTIALITY OF MATERIAL All ideas, memoranda, specifications, plans, manufacturing procedures, data (including, but not limited to, computer data and source code), drawings, descriptions, documents, discussions or other information developed or received by or for CONSULTANT and all other written and oral information developed or received by or for CONSULTANT and all other written and oral information submitted to CONSULTANT in connection with the performance of this Agreement shall be held confidential by CONSULTANT and shall not, without the prior written consent of CITY, be used for any purposes other than the performance of the Services, nor be disclosed to an entity not connected with the performance of the such Services. Nothing furnished to CONSULTANT which is otherwise known to CONSULTANT or is or becomes generally known to the related industry (other than that which becomes generally known as the result of CONSULTANT’S disclosure thereof) shall be deemed confidential. CONSULTANT shall not use CITY’S name or insignia, or distribute publicity pertaining to the services rendered under this Agreement in any magazine, trade paper, newspaper or other medium without the express written consent of CITY. E. NO PLEDGING OF CITY’S CREDIT. Under no circumstances shall CONSULTANT have the authority or power to pledge the credit of CITY or incur any obligation in the name of CITY. F. OWNERSHIP OF MATERIAL. All material including, but not limited to, computer information, data and source code, sketches, tracings, drawings, plans, diagrams, quantities, estimates, specifications, proposals, tests, maps, calculations, photographs, reports and other material developed, collected, prepared (or caused to be prepared) under this Agreement shall be the property of CITY, but CONSULTANT may retain and use copies thereof subject to Section V.D of this Exhibit “A”. CITY shall not be limited in any way in its use of said material at any time for any work, whether or not associated with the City project for which the Services are performed. However, CONSULTANT shall not be responsible for, and City shall indemnify CONSULTANT from, damages resulting from the use of said material for work other than PROJECT, including, but not limited to, the release of this material to third parties for work other than on PROJECT. G. NO THIRD PARTY BENEFICIARY. This Agreement shall not be construed or deemed to be an agreement for the benefit of any third party or parties, and no third party or parties shall have any claim or right of action hereunder for any cause whatsoever. DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 -4- 4835-2267-0361v1 LAC\04706083 H. NOTICES. Notices are to be sent as follows: CITY: Cindy McCormick City of Gilroy 7351 Rosanna Street Gilroy, CA 95020 CONSULTANT: Jan Goldstein Management Partners 1730 Madison Road Cincinnati, OH 45206 I. FEDERAL FUNDING REQUIREMENTS. If the box to the left of this sentence is checked, this Agreement involves federal funding and the requirements of this Section V.I. apply. If the box to the left of this sentence is checked, this Agreement does not involve federal funding and the requirements of this Section V.I. do not apply. 1. DBE Program CONSULTANT shall comply with the requirements of Title 49, Part 26, Code of Federal Regulations (49 CFR 26) and the City-adopted Disadvantaged Business Enterprise programs. 2. Cost Principles Federal Acquisition Regulations in Title 48, CFR 31, shall be used to determine the allowable cost for individual items. 3. Covenant against Contingent Fees The CONSULTANT warrants that he/she has not employed or retained any company or person, other than a bona fide employee working for the CONSULTANT, to solicit or secure this Agreement, and that he/she has not paid or agreed to pay any company or person, other than a bona fide employee, any fee, commission, percentage, brokerage fee, gift or any other consideration, contingent upon or resulting from the award or formation of this Agreement. For breach or violation of this warranty, the Local Agency shall have the right to annul this Agreement without liability or, at its discretion, to deduct from the agreement price or consideration, or otherwise recover, the full amount of such fee, commission, percentage, brokerage fee, gift or contingent fee. DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 -1- 4835-2267-0361v1 LAC\04706083 EXHIBIT “B” SCOPE OF SERVICES We are pleased to submit this proposal to prepare the manual, which will include customer service standards, to help department staff fulfill its vision and the bill of rights (as shown below). Customer Service Vision The City of Gilroy delivers services in a fair, courteous, and timely manner that ensures transparency of process and provides regulatory certainty. Customer Service Bill of Rights 1. The Right to Fair and Courteous Treatment 2. The Right to be Heard 3. The Right to Regulatory Certainly 4. The Right to Responsive Service 5. The Right to Administrative Remedies We are excited about the possibility of continuing our working relationship with you and the City. In addition to using the manual for new employee training, a customer service manual will provide answers to common customer questions about the process and timing of services and reviews. The manual will also include how to answer empathetically, helpfully, and efficiently. It will provide information about how to interact with new, repeat, and difficult customers. It will include standards and customer service best practices. We will begin by reviewing background data such as policies and procedures related to community development and customer service. We will interview department leaders and key employees responsible for customer interaction and survey customers and analyze the touchpoints where staff and customers interact. We will prepare the manual to include policies and procedures that follow best practices and are practical for the department’s operation. Based on our experience with the City of Gilroy, community development departments throughout the state, and customer service, we have prepared the following plan of work, which will result in an easy-to-use Community Development Customer Service Manual. Proposed Plan of Work Activity 1 – Start Project Management Partners will begin the project by meeting with you and other appropriate staff. The project start-up activity forms the foundation of the relationship between Management Partners’ DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 -2- 4835-2267-0361v1 LAC\04706083 team and the department’s team. During this initial meeting, we will confirm project deliverables and due dates to ensure the project is completed on time and on budget and that our proposed scope of work is aligned precisely to meet your goals. We will have provided a data request prior to this meeting and will review the material collected by staff to identify any other data needs. During this activity we will gather information from department leaders and customers about the department’s customer service. We will conduct interviews with the City Administrator, key department leaders, and you to learn about the department’s operations and systems related to customer service and understand perspectives and ideas about customer service. We will design, review for approval, and deploy a confidential online customer survey to encourage feedback about existing customer service. We understand that the work associated with this review is in addition to the normal work of the organization. Our goal is to integrate our activities in a manner that is thoughtful and minimizes disruption to the department. Activity 2 – Research and Develop Customer Services Policies and Procedures When the customer survey is closed, Management Partners will analyze the results which will help us understand what works and what needs to improve. We will review the standards of operation, policies and procedures and other documents provided by the department. We will identify customer service functions and research current policies and procedures related to the department’s customer service. We will compare the department’s policies and procedures to best practices in customer service. Activity 3 – Prepare Customer Service Manual The information gathered in the first two activities will provide an understanding of the functions and procedures that employees use during customer interactions. We will develop a customer service manual. It will include sections for various customer interactions and will be organized in a way that is easy to use. The sections may include the following. ▪Questions employee should ask the customer to streamline the customer’s experience. ▪How staff explains the steps to the various processes. ▪The timeframe for when a customer should expect to hear from the department, based on various types of applications or transactions. ▪Guidance to help applicants provide enough information to shorten review timeframes. ▪Reasons why approvals might take longer than expected. We will provide a draft customer service manual and review it with the City Administrator and you. At the conclusion of the review period, we will consider all changes and suggested revisions and prepare the final customer service manual. DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 -1- 4835-2267-0361v1 LAC\04706083 EXHIBIT “C” MILESTONE SCHEDULE Management Partners anticipates devoting 129 hours of our staff time to complete the Scope of Work. Month 1/2 (June/July): Project Initiation and Customer Surveys Month 2/3 (July/August): Research and develop Customer Service Policies Month 3/4 (August/September): Prepare Drafts and Finalize Customer Service Manual DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 4835-2267-0361v1 LAC\04706083 EXHIBIT “D” PAYMENT SCHEDULE The total cost of this project is $23,990, which includes all fees and expenses. Payments will be processed on a monthly basis following receipt of the consultant's monthly invoice. DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 1730 MADISON ROAD • CINCINNATI, OH 45206 • 513 861 5400 • FAX 513 861 3480 MANAGEMENTPARTNERS.COM 2107 NORTH FIRST STREET, SUITE 470 • SAN JOSE, CALIFORNIA 95131 • 408 437 5400 • FAX 408 453 6191 April 14, 2022 Ms. Cindy McCormick Customer Service Manager City of Gilroy 7351 Rosanna Street Gilroy, CA 95020 Dear Ms. McCormick: Thank you for speaking with Carol Jacobs and Jan Goldstein about the need to develop a customer service manual for the Community Development Department and for providing background information. We are pleased to submit this proposal to prepare the manual, which will include customer service standards, to help department staff fulfill its vision and the bill of rights (as shown below). Customer Service Vision The City of Gilroy delivers services in a fair, courteous, and timely manner that ensures transparency of process and provides regulatory certainty. Customer Service Bill of Rights 1. The Right to Fair and Courteous Treatment 2. The Right to be Heard 3. The Right to Regulatory Certainly 4. The Right to Responsive Service 5. The Right to Administrative Remedies We are excited about the possibility of continuing our working relationship with you and the City. In addition to using the manual for new employee training, a customer service manual will provide answers to common customer questions about the process and timing of services and reviews. The manual will also include how to answer empathetically, helpfully, and efficiently. It will provide information about how to interact with new, repeat, and difficult customers. It will include standards and customer service best practices. We will begin by reviewing background data such as policies and procedures related to community development and customer service. We will interview department leaders and key employees responsible for customer interaction and survey customers and analyze the touchpoints where staff and customers interact. We will prepare the manual to include policies and procedures that follow best practices and are practical for the department’s operation. Proposed Plan of Work Based on our experience with the City of Gilroy, community development departments throughout the state, and customer service, we have prepared the following plan of work, which will result in an easy- to-use Community Development Customer Service Manual. DocuSign Envelope ID: A8593354-65C3-4AFD-8568-B934F13386EADocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 Ms. Cindy McCormick Page 2 Activity 1 – Start Project Management Partners will begin the project by meeting with you and other appropriate staff. The project start-up activity forms the foundation of the relationship between Management Partners’ team and the department’s team. During this initial meeting, we will confirm project deliverables and due dates to ensure the project is completed on time and on budget and that our proposed scope of work is aligned precisely to meet your goals. We will have provided a data request prior to this meeting and will review the material collected by staff to identify any other data needs. During this activity we will gather information from department leaders and customers about the department’s customer service. We will conduct interviews with the City Administrator, key department leaders, and you to learn about the department’s operations and systems related to customer service and understand perspectives and ideas about customer service. We will design, review for approval, and deploy a confidential online customer survey to encourage feedback about existing customer service. We understand that the work associated with this review is in addition to the normal work of the organization. Our goal is to integrate our activities in a manner that is thoughtful and minimizes disruption to the department. Activity 2 – Research and Develop Customer Services Policies and Procedures When the customer survey is closed, Management Partners will analyze the results which will help us understand what works and what needs to improve. We will review the standards of operation, policies and procedures and other documents provided by the department. We will identify customer service functions and research current policies and procedures related to the department’s customer service. We will compare the department’s policies and procedures to best practices in customer service. Activity 3 – Prepare Customer Service Manual The information gathered in the first two activities will provide an understanding of the functions and procedures that employees use during customer interactions. We will develop a customer service manual. It will include sections for various customer interactions and will be organized in a way that is easy to use. The sections may include the following. ▪ Questions employee should ask the customer to streamline the customer’s experience. ▪ How staff explains the steps to the various processes. ▪ The timeframe for when a customer should expect to hear from the department, based on various types of applications or transactions. ▪ Guidance to help applicants provide enough information to shorten review timeframes. ▪ Reasons why approvals might take longer than expected. We will provide a draft customer service manual and review it with the City Administrator and you. At the conclusion of the review period, we will consider all changes and suggested revisions and prepare the final customer service manual. Our Team Management Partners has a strong project team that is well qualified to prepare the manual for the department. In addition, we can call on the many Management Partners employees that have assisted the City, as needed. Jan Goldstein will serve as project manager and will be the lead writer of the manual. She will be supported by Leonard Hyman. Brief qualifications are provided below. DocuSign Envelope ID: A8593354-65C3-4AFD-8568-B934F13386EADocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 Ms. Cindy McCormick Page 3 Jan Goldstein, Senior Manager ▪ Has over 20 years of experience in local government, in senior management or consulting. ▪ Past responsibilities as a director at the Indianapolis International Airport included developing a customer service program and associated manual. ▪ Experienced in manual writing, editing and peer review of documents, reports, books, and contracts. ▪ Expert facilitator for strategic planning, process analysis and improvement; long-range planning; training, shared services reviews, organization analysis, executive recruitment, financial analysis, development review. ▪ Strong experience conducting interviews and facilitating workshops that include elected officials, staff and front-line employees and stakeholders. ▪ Specific expertise in fleet, facilities, contract management, and parking operations and revenue control management. Leonard Hyman, Senior Management Analyst ▪ Experienced in many facets of local government management, including analyzing the effectiveness of municipal performance. ▪ Served as a program performance auditor for the City of San José, where his analysis helped identify financial, operational and compliance risks and provided recommendations to improve the effectiveness of governance, risk management and internal controls. Examples of outcomes in that role included diverting non-emergency calls from the emergency call center and identifying unspent capital development funds. ▪ Also worked for the City of Los Angeles’ Deferred Compensation Program, where he supported the City’s transition from one third-party vendor to another. ▪ Skills include analyzing quantitative performance data, conducting interviews with staff, reviewing city policies and procedures, and researching peer jurisdictions to evaluate government programs’ efficiency, effectiveness and overall performance. ▪ Received his Master’s in Public Policy with a certificate in Political Management from the University of Southern California; is also a Certified Internal Auditor. Hours and Cost Management Partners anticipates devoting 129 hours of our staff time to complete the plan of work described above. The total cost of this project is $23,990, which includes all fees and expenses. The ultimate test of a quality project is that the client is pleased with the results, and we are committed to achieving that goal. Please let me know if we can provide any additional information. Sincerely, Jerry Newfarmer President and CEO DocuSign Envelope ID: A8593354-65C3-4AFD-8568-B934F13386EADocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22 Ms. Cindy McCormick Page 4 Accepted for the Gilroy Community Development Department by: Name: _____________________________ Title: _____________________________ Date: _____________________________ Interim Community Development Director DocuSign Envelope ID: A8593354-65C3-4AFD-8568-B934F13386EA 6/1/2022 DocuSign Envelope ID: 3F92569F-EB8A-4703-B587-94691CC04D22