Chatham County Request for Proposals Biannual Customer Service Survey

Transcription

1 Chatham County Request for Proposals Biannual Customer Service Survey Project Description & Purpose: The Chatham County Manager s Office is requesting proposals from entities experienced in local governmental survey research, specifically focused on measuring: a. overall impressions of Chatham County government b. awareness, satisfaction and use of seven to nine specific departments or programs The plan is to have the selected firm conduct the statistically valid survey of about minutes in late fall of 2015 and again in the same time period in 2017, using the same measures. There will be the option to extend the contract every two years. The results will be used to provide feedback to specific county departments and programs so that progress can be tracked over time and incorporated in their budget work plans. The results must have a sample size and composition to ensure that the results are valid within a confidence level of 95%. Departments to be Included: Depending on the cost and time length of the survey, we will include overall impressions of county government plus seven to nine specific departments that most often have direct contact with the public. Depending on how many can be covered given cost, likely options to include will be: Tax Office Water Utilities Central Permitting & Planning Library System Parks & Recreation Waste Management & Recycling Register of Deeds Environmental Health Animal Services Human Resources Vendor Registration: To be considered for this work, all vendors must register with Robin James in the Finance Office by October 1, You may contact her at robin.james@chathamnc.org. Provide the name of your company, the primary contact person, address, phone number and physical address. Scope of Work: The work elements will include, but are not limited to, the following: Design: The selected firm will have at least one in-person meeting or video call with Debra Henzey in the County Manager s Office to develop the specific measures to be included in the survey for both overall impressions and specific departments. Other meetings will be handled by phone and . Chatham County will have the final approval of questions to be used, but will rely on the selected firm s expertise in development of effective measures. Survey Sample: The selected firm will purchase the sample for landline and cell phones. Administration: The selected firm will conduct the survey and translate in Spanish when needed, with a final sample size needed to ensure 95% confidence level. Coding: The selected firm will code open-ended questions, limited to no more than three open-ended. Statistical Testing: The selected firm will identify response differences among key demographic groups. Data Tables: The selected firm will provide data tables in electronic PDF and Excel spreadsheet formats showing the response distribution for each question by total sample, race/ethnicity, age, gender, income and location of residence in the county.

2 Final Report: The selected firm will produce a final report with key findings for all questions as follows: o PowerPoint o Handout Summary in Word or PDF On-Site Presentation to County Manager s Office: This is an optional item and cost can be listed as addon. Project Timeline: Proposal Deadline Friday, October 2, 2015, 5:00 PM EST Team Reviews of Proposals Completed Friday, October 9, 2015 Selection of Winning Vendor Tuesday, October 13, 2015 Contract Execution Friday, October 16, 2015 Completion of Survey Design & Finalize List Friday, October 30, 2015 of Departments Covered Programming of Survey Finished Friday, November 6, 2015 Data Collection Finished Wednesday, December 2, 2015 Final Report Due Wednesday, December 16, 2015 Proposal Deadline: Sealed hard copies must be received by Chatham County Finance Office no later than Friday, October 2, 2015, 5:00 PM EST. The sealed packed should be labeled Chatham County Proposal for Survey Submission of Proposal: Vendors must submit the following: o An electronic PDF version of the proposal, including all attachments and supporting materials and signatory pages, no later than the deadline above either by to robin.james@chathamnc.org ; or included on appropriate electronic media in the hard copy package. o Mail three complete printed copies: Robin James, Chatham County Finance Office, Chatham County P O Box 608, Pittsboro, NC Or deliver to physical address: 12 East Street, Pittsboro, NC Withdrawal of Proposals: You may withdraw your proposal any time before the deadline of October 2, 2015, 5:00 PM but must do so in writing to Robin James, Chatham County Finance Office, P O Box 608, Pittsboro, NC or by robin.james@chathamnc.org. Discrepancies & Omissions: If a proposing vendor finds discrepancies in or omissions from the specifications or requires additional information to clarify any part of the RFP, contact Robin James in writing at P O Box 608, Pittsboro, NC or by to robin.james@chathamnc.org. Such communications which need additional information or clarification will be responded to in writing by addendum to the RFP. All issued addenda will be considered part of the original RFP. Chatham County is not responsible for the accuracy of any other oral explanations or representations. All inquiries must be made at least five (5) business days before the deadline of the RFP, and received by Ms. James no later than September 25, :00 PM EST. Vendor Certification: The submission of a proposal shall be deemed a presentation and certification that the proposing vendor: Has carefully read and fully understands the information provided by Chatham County in this RFP. Is financially solvent and has the capacity to successfully undertake and complete the responsibilities and obligations of the proposal submitted. Represents that all information contained in the submitted proposal is true and correct.

3 Did not in any way collude or conspire with any other parties, directly or indirectly, in regard to the amount, terms and conditions of this proposal. Acknowledges that Chatham County has the right to make any inquiry it deems appropriate to substantiate or supplement information provided by proposing vendors and hereby grants Chatham County to make these inquiries. Acknowledges that any proposal can t be modified after its submission for any reason. Late Proposals: Late proposals will not be accepted under any circumstance and will be opened or reviewed. Definition & Context: Unless otherwise noted in this document, all words shall have a common meaning unless the context in which they are used clearly affects the meaning. Words in the singular number also include the plural and vice versa. County Conditions: All proposing firms or individuals shall comply with all conditions, requirements, and specifications contained herein, with any departure constituting sufficient cause for rejection of the proposal. However, Chatham County reserves the right to change the conditions, requirements and specifications as it deems necessary. The proposal must be signed by a duly authorized official of the proposing organization or individual submitting the proposal. No proposals will be accepted from any person or organization that is in arrears for any obligation to Chatham County, or that otherwise may be deemed irresponsible or unresponsive by county staff or the Chatham County Board of Commissioners. Chatham County is not obligated to enter into any contract as a result of the RFP. Chatham County reserves the right to reject any and all proposals or any part thereof and to select the most responsive proposal that is deemed in the best interest of Chatham County. Only one proposal can be awarded as the result of the RFP. Chatham County may approve or disapprove the use of specific proposed subcontractors in any proposals. Chatham County reserves the right to enter into an agreement with another proposing vendor in the event that the originally selected vendor fails to execute a contract with the County or defaults on their contract. All proposals shall be prepared in a comprehensive manner as to content, but we do not require specific types of binders or promotional material for submissions. Promotional material will not be considered part of the proposal and will not affect the evaluation of proposals. Chatham County reserves the right to negotiate with any, none or all of the proposing company. All costs, including travel and expenses, incurred in the preparation of this proposal will be borne solely by the proposing company. The County will not return proposal materials to those submitting proposals. The proposer shall complete and sign the Vendor Information & Signature Form (Attachment 1) No agreements with any selected vendor shall be binding until a contract is signed and executed by the County Manager and authorized representatives of the vendor.

4 Insurance: Chatham County requires selected contractors and any subcontractors to obtain and maintain their own expense all insurance required by state and federal law. If requested, the selected organization agrees to provide Chatham County with evidence of required policies, certificates and/or endorsements upon the award of the contract. As a minimum, contractors and subcontractors for this work must have: Workers compensation as required by the State of North Carolina Professional liability, including errors and omissions, malpractice (if applicable) and negligent performance at least $1 million for all damages. Chatham County shall be named as an additional insured. Comprehensive general liability, including personal injury, broad form property damage, blanket contractual and fire legal liability at least $1 million combined limit for bodily injury and property damage. Contractor shall furnish copies of all such policies and all renewals, terminations and alterations on a current basis. Proposal Components: All respondents must address the following in no more than 15 pages (single-sided). Please use 1.5 to double-line spacing. A. Background Information Letter of transmittal identifying the contact person with address and phone number. Statement substantiating that the firm understands the project s objectives and requirements. Brief history and background of the firm List of similar survey research work over the past three years, including scope of survey work and dates. List of all project team members and brief resumes. Provide at least three client references, preferably in local government, with contact information. B. Survey Methods Describe the methodology that will be used for the survey, including minimum sample size recommended, telephone survey research methods, source of sample phone numbers, any training of survey staff, testing of survey, number of attempts made to phone numbers, etc. Describe the qualifications of people conducting interviews of the public, including any Spanishspeaking interviewers. Describe the overall project workplan and schedule, with reference to timeline provided above. If you wish to propose a different schedule, please provide as an attachment. C. Data Analysis & Reporting Provide information on data analysis methods and personnel involved Provide at least two examples as an attachment of final reports provided to other clients, preferably local government clients. D. Estimate Cost and Payment Schedule Provide a cost for conducting a survey estimated at 11 to 14 minutes in length as specified above with 95% predictability, including all components of the scope of work. Provide information on your expected payment schedule. E. Provide estimated cost information on conducting the survey again in 2017 and every two years after. F. Other Attachments: We do not encourage other attachments unless they clearly illustrate the qualifications of the vendor, survey methodology and quality of final results. G. Vendor Information & Signature Form: Please complete the form included as Attachment 1 in your response to the RFP.

5 Review and Selection Process: The following criteria will be considered in the evaluation of proposals from vendors: Experience with related research in the local government arena Explanation of survey methodology, data analysis and reporting Qualifications of team members and those conducting phone interviews Ability to meet the timeline and deliverables Pricing, including the estimated cost for repeating the survey every two years. Sample Contract Agreement: See Attachment 2 as sample Chatham County Service Agreement Contract that would be used as foundation for contract signed after winning vendor is selected. The County of Chatham is an Equal Opportunity Employer and does not discriminate on the basis of sex, marital status, race, color, creed, national origin, age or disability.

6 Attachment 1 Must be completed and submitted as part of the vendor s proposal Vendor Information & Signature Form Name of Vendor: License # (if applicable) Contact Person(s) Street Address with City, State & Zip Code Mailing Address (if different than above) Phone # Fax # Proposer will do the work as: Date & state of incorporation Name of partnership or joint venture Date Individual Joint Venture Partnership Corporation State By signing below, the submission of qualifications shall be deemed a representation and certification by the Proposing Consultant that it has investigated all aspects of the RFB, and it has read and understands the RFB. Bidder Signature: Date Signed: Title of Signatory:

7 Attachment 2 (DRAFT ONLY -- DO NOT COMPLETE) NORTH CAROLINA CHATHAM COUNTY SHORT TERM/SPECIAL EVENTS SERVICE AGREEMENT THIS AGREEMENT FOR SERVICES (this Agreement ), made and entered into this day of, 20 by and between Chatham County, a body politic and corporate of the State of North Carolina, (hereinafter referred to as the County ), whose address for notices is Post Office Box 1809, Pittsboro, North Carolina, and, (hereinafter referred to as Contractor ) whose address for notices is. WHEREAS, Contractor, has agreed to provide services in a professional manner in accordance with the standards of Contractor s industry and as hereinafter set forth; and WHEREAS, the County wishes to enter into an Agreement with Contractor to provide the services specified in the Scope of Work as cited below in #2, hereto and incorporated herein by reference. NOW THEREFORE, in consideration of the mutual agreements described below, the parties agree as follows: 1. Term of Agreement: The initial term of this Agreement shall commence on, 20 and shall end on or before, Scope of Work: The Contractor shall provide to the County the following Services (the Services ): (Here list Services to be provided): 3. Compensation: As compensation for the services to be provided by Contractor, the County shall pay the Contractor a total amount not to exceed $ payable within thirty (30) days from receipt of invoice, or as otherwise mutually agreed upon. 4. Insurance: Depending upon the type of Services provided and number of employees, Contractor may be required to maintain insurance coverage as specified by the County. If no insurance will be required, both parties are required to initial here: (for County) (for Contractor). If insurance is required, the Contractor shall provide proof of the required insurance to County. 5. Status of Parties: Nothing contained in this Agreement shall be construed as establishing a partnership or joint venture relationship between Contractor and the County. 6. Notices: Any notice or other communication required or permitted under this Agreement shall be in writing and shall be deemed to have been given on the date delivered personally or deposited in the United States Postal Service, certified mail, return receipt requested, with adequate postage affixed, at the address provided above.

8 7. Termination: This Agreement may be terminated as follows: Cause: If the services provided by the Contractor under this Agreement are determined to be unsatisfactory or unacceptable, as determined by the County Manager, this Agreement may be terminated by the County for default. Grounds for termination for default shall include, but not be limited to: (a) Failure to respond to all reasonable requests from the County to provide services covered by this Agreement. (b) Failure to maintain equipment in accordance with the requirements of this Agreement and with all laws. (c) Lack of proper insurance if required under this Agreement. (d) Charging rates or fees in excess of those provided in this Agreement. (e) Inefficient, or unsafe practices in providing services. (f) Other actions which impact unfavorably on the faithful performance of this Agreement. 8. Hold Harmless: Contractor agrees to indemnify and hold harmless the County, its agents, servants and employees from any and all claims, actions, lawsuits, damages, judgments or liabilities of any kind whatsoever arising out of the provision of service under this Agreement. 9. County Policy: The County opposes discrimination on the basis of race and sex and requires all of its contractors to provide a fair opportunity for minorities and women to participate in their work force and as subcontractors and vendors under County contracts. 10. E-Verify: Effective September 4, 2013 North Carolina local government units are prohibited from entering into certain contracts unless the contractor and the contractor s subcontractors, if any, comply with the requirements of N.C. Gen. Stats (a). If Contractor or any Contractor s subcontractors, are subject to the provisions of N.C. Gen. Stats (a), Contractor agrees to fully comply with such statute and require Contractor s subcontractors, if any, to fully comply with such statute. IN WITNESS WHEREOF, the parties have executed this Agreement in their official capacities with legal authority to do so. Chatham County: By: Charlie Horne, County Manager This instrument has been pre-audited in the manner required by the Local Government Budget and Fiscal Control Act. Vicki McConnell, Finance Director Contractor By: Name and Title of Owner/Manager/Officer Contractor Name Address City, State, Zip Phone: