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SER_ VICES. Subject to the terms and conditions set forth in this Agreement, Contractor shall provide to City the services described in Exhibit A. Contractor shall provide said services at the time, place and in the manner specified in Exhibit A. 2 . PAYMENT. City shall pay Contractor for services rendered pursuant to this Agreement at the time and in the manner set forth in Exhibit B. The payments specified in Exhibit B shall be the only payments to be made to Contractor for services rendered pursuant to this Agreement. Contractor shall submit all billings for said services to City in the manner specified in Exhibit B; or, if no manner be specified in Exhibit B, then according to the usual and customary procedures and practices which Contractor uses for billing clients similar to City. Agreement Page 1 of 3 4/1/90 i 3 . FACILITIES AND EQUIPMENT. Except as set forth in Exhibit C, Contractor shall, at its sole cost and expense, furnish all facilities and equipment which may be required for furnishing services pursuant to this Agreement. City shall furnish to Contractor only the facilities and equipment listed in Exhibit C according to the terms and conditions set forth in Exhibit C. 4 , GENERAL PROVISIONS. The general provisions set forth in Exhibit D are part of this Agreement. In the event of any inconsistency between said general provisions and any other terms or conditions of this Agreement, the other term or condition shall control insofar as it is inconsistent with the general provisions. 5. EXHIBITS. All exhibits referred to herein are attached hereto and are by this reference incorporated herein. 6 . CONTRACT ADMINISTRATION. This Agreement shall be administered by the City Manager ("Administrator") . All correspondence shall be directed to or through the Administrator or his or her designee. 7 . NOTICES. Any written notice to Contractor shall be sent to: Arlene J Willits (' fij u i raYi nii 'tant 5961 Via Del Cielo Pleasanton, CA 94566 Agreement Page 2 of 3 4/1/90 v Cost: 4 sessions of 2 one half day programs = 8 one half day programs @ $600 each = $4800 7 two hour follow-up sessions @ $300 per session = $ 2100 For Seasonal Employees - primarily Recreation/Park Department Consultant will offer one three hour training component next year as part of the regular pre-summer training to focus on customer service problems and solutions most relevant for these employees. Specific design will be done in concert with Recreation/Park Department staff. Cost: $600 Materials will be billed at cost and/or the City will be responsible for duplication of all workshop materials. Pre and post meetings with staff and/or committee, and design modifications/preparation will be billed at $100/hour. Cost estimate: $2500 Total Cost: Not to exceed $10,000 Suggested Schedule for Training Sessions: Day 1 Sessions: Offered during the Week of September 16 Tuesday, 9/17 1 - 5 p.m. Wednesday, 9/18 8 a.m. - noon Thursday, 9/19 1 - 5 p.m. Friday, 9/20 8 a.m. - noon Day 2 Sessions: Offered during the Week of September 23 Tuesday, 9/24 1 - 5 p.m. Wednesday, 9/25 8 a.m. - noon Thursday, 9/26 1 - 5 p.m. Friday, 9/27 _8 a.m. - noon Follow-up Sessions: Offered during the Week of October 28 Monday, 10/28 1 - 3 p.m. Tuesday, 10/29 10 a.m. - noon 1 - 3 p.m. Wednesday, 10/30 3 - 5 p.m. Thursday, 10/31 10 a.m. - noon 1 - 3 p.m. Friday, 11/1 8 - 10 a.m. (Note: The suggested schedule is flexible except consultant availability is limited on Wednesday, September 18 to morning only and on Wednesday, October 30 to afternoon only. Sessions starting before 8:00 a.m. or after 5:00 p.m. are possible, if required. ) Arlene J. Willits Any written notice to City shall be sent to: City of Dub P.O. Box 234 Dublin CA Executed as of the day first above stated: CITY OF DUBLIN, ' a municipal corporation By "City" Attest: City Clerk By "Contractor" Approved as to form: City Attorney Agreement Page 3 of 3 4/1/90 Y' EXHIBIT A _ Scope of Services ARLENE J. WILLITS Communication/Management Consultant 5961 Via Del Cielo Pleasanton, Ca. 94566 (415) 462-3596 DATE: August 15, 1991 TO: Lou Ann Riera-Texeira Assistant to the City Manager City of Dublin RE: Proposed Scope of Work for Customer Service Training Based upon discussion of my earlier proposal (dated April 26, 1991) with you and the Customer Service Committee members, I propose the following scope of work to satisfy both budget constraints and needs of your program. For Full Time, Contract and Selected Seasonal Employees 90 _ 100) : Offer 4 sessions of 2 one half day programs for no more than 25 participants per session covering the following topics: Day 1 Dublin's Customer Service Policy/Expectations Customer Service Image, Attitude, Responsibilities Understanding Behavior - Our Own and Others Effective Communication Communication Barriers Listening Skills Telephone Contact Skills Day 2 Conflict Communication Conflict Management Style/Techniques Dealing with Difficult People - Calming Upset Customers Assertiveness Techniques Practice - Practice - Practice Personal Action Plan Development Follow-Up Session: In addition, 6 or 7 two hour follow-up sessions for a maximum of 12 to 15 participants each will be held approximately one month following completion of the 2 programs outlined above. Some of these sessions might be directed at specific work groups or common work environments - i .e. field, office, etc. One session might be provided for discussion of telephone contact problems exclusively. Follow-up sessions will provide opportunities to discuss specific experiences with the techniques learned in the earlier sessions. v EXHIBIT B PAYMENT SCHEDULE CITY shall pay CONTRACTOR an amount not to exceed the total sum of ten thousand dollars ($10, 000) for services to be performed pursuant to this Agreement. CONTRACTOR shall submit invoices during the term of this Agreement based on the cost for services performed in accordance with the following schedule: Task 1 - Series of 4 sessions (2 one half day training sessions) for 90 - 100 participants = $4, 800 Task 2 - 6 or 7 two hour follow-up sessions at $300 per session = $2 , 100 Task 3 - 3 hour condensed training of seasonal employees = $600 Task 4 - Pre & Post meeting with City Staff and prep time at $100 per hour = $2, 500 The total sum stated above shall be the total which CITY shall pay for the services to be rendered by CONTRACTOR pursuant to this Agreement. CITY shall not pay any additional sum for any expense or cost whatsoever incurred by CONTRACTOR in rendering services pursuant to this Agreement. Exhibit B Page 1 of 2 4/1 /90 L CITY shall make no payment for any extra, further or additional service pursuant to this Agreement unless such extra service and the price therefor is agreed to in writing executed by the City Manager or other designated official of CITY authorized to obligate CITY thereto prior to the time such extra service is rendered and in no event shall such change order exceed twenty-five (25%) of the initial contract price. The services to be provided under this Agreement may be terminated without cause at any point in time in the sole and exclusive discretion of CITY In this event, CITY shall compensate the CONTRACTOR for all outstanding costs incurred as of the date of written notice thereof and shall terminate this Agreement. CONTRACTOR shall maintain adequate logs and timesheets in order to verify costs incurred to date. The CONTRACTOR is not authorized to perform any services or incur any costs whatsoever under the terms of this Agreement until receipt of a fully executed Purchase Order from the Finance Department of the City of Dublin. Exhibit B page 2 of 2 4/1 /90 EXHIBIT C City shall furnish physical facilities such as desks, filing cabinets, and conference space, as may be reasonably necessary for Contractor's use while consulting with City employees and reviewing records and the information in possession of City. The location, quantity, and time of furnishing said physical facilities shall be in the sole discretion of City. In no event shall City be obligated to furnish any facility which may involve incurring any direct expense, including, but not limiting the generality of this exclusion, long-distance telephone or other communication charges, vehicles, and reproduction facilities. Exhibit C Page 1 of 1 4/1/90 i EXHIBIT D GENERAL PROVISIONS 1. INDEPENDENT CONTRACTOR. At all times during the term of this Agreement, Contractor shall be an independent contractor and shall not be an employee of city. City shall have the right to control Contractor only insofar as the results of Contractor ' s services rendered pursuant to this Agreement; however, City shall not have the right to control the means by which Contractor accomplishes services rendered pursuant to this Agreement. 2 . LICENSES ; PERMITS ETC. Contractor represents and warrants to City that he has all licenses, permits, qualifications and approvals of whatsoever nature which are legally required for Contractor to practice his profession. Contractor represents and warrants to City that Contractor shall, at his sole cost and expense, keep in effect at all times during the term of this Agreement any licenses, permits, and approvals which are legally required for Contractor to practice his profession. 3 . TIME. Contractor shall devote such time to the performance of services pursuant to this Agreement as may be reasonably necessary for satisfactory performance of Contractor' s obligations pursuant to this Agreement. , 4 . INSURANCE REQUIREMENTS. Contractor shall procure and maintain for the duration of the contract insurance against claims for injuries to persons or damages to property which may arise from or in connection with the performance of the work hereunder by the Contractor, his agents, representatives, employees or subcontractors. The cost of such insurance shall be included in the Contractor' s bid. (a) Minimum Scope of Insurance. Coverage shall be at least as broad as: 1. Insurance Services Office form number GL 0002 (Ed. 1/73) covering comprehensive General Liability and Insurance Services Office form number GL 0404 covering Broad Form Comprehensive General Liability; or Insurance Services Office Commercial General Liability coverage ("occurrence" form CG 0001. ) Exhibit D Page 1 of 6 4/1/90 v 2 . Insurance Services Office form number CA 0001 (Ed. 1/78) covering Automobile Liability, code 1 "any auto" and endorsement CA 0025. 3 . Workers ' Compensation insurance as required by the Labor Code of the State of California and Employers Liability Insurance. (b) Minimum Limits of Insurance. Contractor shall maintain limits no less than: 1. General Liability: $1, 000, 000 combined single limit per occurrence for bodily injury, personal injury and property damage. If commercial General Liability Insurance or other form with a general aggregate limit is used, either the general aggregate limit shall apply separately to this project/location or the general aggregate limit shall be twice the required occurrence limit. 2 . Automobile Liability: $1, 000, 000 combined single limit per accident for bodily injury and property damage. 3 . Workers ' Compensation and Employers Liability: Workers ' compensation limits as required by the Labor Code of the State of California and Employers Liability limits of $1, 000, 000 per accident. (c) Deductibles and Self-Insured Retentions. Any deductibles or self-insured retentions must be declared to and approved by the City. At the option of the City, either the insurer shall reduce or eliminate such deductibles or self-insured retentions as respects the City, its officers, officials and employees; or the Contractor shall procure a bond guaranteeing payment of losses and related investigations, claim administration and defense expenses. (d) Other Insurance Provisions. The policies are to contain, or be endorsed to contain, the following provisions: 1. General Liability and Automobile Liability Coverages. a. The City, its officers, officials, employees and volunteers are to be covered as insureds Exhibit D Page 2 of 6 4/1/90 as respects: liability arising out of activities performed by or on behalf of the Contractor; products and completed operations of the Contractor, premises owned, occupied or used by the Contractor, or automobiles owned, leased, hired or borrowed by the Contractor. The coverage shall contain no special limitations on the scope of the protection afforded to the City, its officers, officials, employees or volunteers. b. The Contractor' s insurance coverage shall be primary insurance as respects the City, its officers, officials, employees and volunteers. Any insurance or self-insurance maintained by the City, its officers, officials, employees or volunteers shall be excess of the Contractor' s insurance and shall not contribute with it. C. Any failure to comply with reporting provisions of the policies shall not affect coverage provided to the City, its officers, officials, employees or volunteers. d. The Contractor' s insurance shall apply separately to each insured against whom claim is made or suit is brought, except with respect to the limits of the insurer' s liability. 2 . Workers ' Compensation and Employers Liability Coverage. The insurer shall agree to waive all rights of subrogation against the City, its officers, officials, employees and volunteers for losses arising from work performed by the Contractor for the City. 3 . Professional Liability. Contractor shall carry professional liability insurance in an amount deemed by the City to adequately protect the Contractor against liability caused by negligent acts, errors or omissions on the part of the Contractor in the course of performance of the services specified in this Agreement. Exhibit D Page 3 of 6 4/1/90 i 4 . All Coverages. Each insurance policy required by this clause shall be endorsed to state that coverage shall not be suspended, voided, cancelled by either party, reduced in coverage or in limits except after thirty (30) days' prior written notice by certified mail, return receipt requested, has been given to the City. (e) Acceptability of Insurers. Insurance is to be placed with insurers with a Bests ' rating of no less than A:VII . (f) Verification of Coverage. Contractor shall furnish City with certificates of insurance and with original endorsements effecting coverage required by this clause. The certificates and endorsements for each insurance policy are to be signed by a person authorized by that insurer to bind coverage on its behalf. The certificates and endorsements are to be received and approved by the City before work commences. The City reserves the right to require complete, certified copies of all required insurance policies, at any time. (g) Subcontractors. Contractor shall include all subcontractors as insureds under its policies or shall furnish separate certificates and endorsements for each subcontractor. All coverages for subcontractors shall be subject to all of the requirements stated herein. (h) The Risk Manager of City may approve a variation in those insurance requirements upon a determination that the coverages, scope, limits and forms of such insurance are either not commercially available or that the City' s interests are otherwise fully protected. 5 . CONTRACTOR NO AGENT. Except as City may specify in writing, Contractor shall have no authority, express or implied, to act on -. behalf of City in any capacity whatsoever as an agent. pursuant Contractor shall have no authority, express or implied, p to this Agreement to bind City to any obligation whatsoever. 6. ASSIGNMENT PROHIBITED. No party to this Agreement may assign any right or obligation pursuant to this Agreement. Any attempted or purported assignment of any right or obligation pursuant to this Agreement shall be void and of no effect. Exhibit D Page 4 of 6 4/1/90 7 . PERSONNEL. Contractor shall assign only competent personnel to perform services pursuant to this Agreement. In the event that City, in its sole discretion, at any time during the term of this Agreement, desires the removal of any such persons, Contractor shall, immediately cof such notice o f � persons .f such desire of City, cause t he removal 8 . STANDARD OF PERFORMANCE. Contractor shall perform all services required pursuant to this Agreement in the manner and according to the standards observed by a competent practitioner of the profession in which Contractor is engaged in the geographical area in which Contractor practices his profession. All instruments of service of whatsoever nature which Contractor delivers to City pursuant to this Agreement shall be prepared in a substantial, first class and workmanlike manner and conform to the standards of quality normally observed by a person practicing in Contractor' s profession. 9 . HOLD HARMLESS AND RESPONSIBILITY OF CONTRACTORS. Contractor shall take all responsibility for the work, shall bear all losses and damages directly or indirectly resulting to him, to any subcontractor, to the City, to City officers and employees, or to parties designated by the City, on account of the performance or character of the work, unforeseen difficulties, accidents, occurrences or other causes predicated on active or passive negligence of the Contractor or of any subcontractor. Contractor shall indemnify, defend and hold harmless the City, its officers, officials, directors, employees and agents from and against any or all loss, liability, expense, claim, costs (including costs of defense) , suits, and damages of every kind, nature and description directly or indirectly arising from the performance of the work. This paragraph shall not be construed to exempt the City, its employees and officers from its own fraud, willful injury or violation of law whether willful or negligent. For purposes of Section 2782 of the Civil Code the parties hereto recognize and agree that this agreement is not a construction contract. By execution of this agreement Contractor acknowledges and agrees that he has read and understands the provisions hereof and that this paragraph is a material element of consideration. Approval of the insurance contract does inoturelieve thparagraph. Contractor or subcontractors from 10 . GOVERNMENTAL REGULATIONS. To the extent that this Agreement may be funded by fiscal assistance from another governmental entity, Contractor shall comply with all applicable rules and regulations to which City is bound by the terms of such fiscal assistance program. Exhibit D Page 5 of 6 4/1/90 11 . DOCUMENTS. All reports, data, maps, models, charts, studies, surveys, photographs, memoranda or other written documents or materials prepared by Contractor pursuant to this agreement shall be available for the City' s continued use upon completion of the work to be performed hereunder or upon termination of the Agreement. /.Z. Pursuant to Section 4 (Insurance requirements) Subsection (h) , the Risk Manager has determined the following insurance limits .shall apply to 'Chis agreement: Personal Liability: $500, 000 combined single limit per occurrence. Automobile Liability: $500,000 combined single limit per accident for bodily injury and property damage. Employer' s Liability and professional Liabilities coverage shall not be required. L