CITY OF Los ANGELES CALIFORNIA

Transcription

1 BOARD OF PUBLIC WORKS MEMBERS KEVIN JAMES PRESIDENT HEATHER MARIE REPENNING VICE PRESIDENT MICHAEL R. DAVIS PRESIDENT PRO TEMPORE JOEL F. JACINTO COMMISSIONER VACANT COMMISSIONER CITY OF Los ANGELES CALIFORNIA ERIC GARCETTI MAYOR September 9, 2016 TRANSMITTAL 2 BUREAU OF SANITATION ENRIQUE C. ZALDIVAR DIRECTOR TRACI J. MINAMIDE CHIEF OPERATING OFFICER LISA B. MOWERY CHIEF FINANCIAL OFFICER ADEL H. HAGEKHALIL ALEXANDER E. HELOU LEO N. MARTINEZ ROBERT B. IRVIN (ACTING) ASSISTANT DIRECTORS WASTEWATER ENGINEERING SERVICES DIV MEDIA CENTER DRIVE LOS ANGELES. CA FAX: ELECTRONIC MAIL To: 25 Pre-Qualified On-Call Contract Consultants of LA Sanitation LA SANITATION ON-CALL CONSULTANT SERVICES CONTRACT ISSUANCE OF TOS SN-69 - CUSTOMER SERVICE SUPPORT :FOR IMPLEMENTATION OF 2417 OPERATIONS LA Sanitation (LASAN) is soliciting responses from 25 Prime Consultants on the On-Call Consultant List. Attached are details of the Task Order Solicitation (TOS) required services. A pre-proposal meeting for this TOS will be held on: Date and Time: Location: Wednesday, September 21,2016, from 9:30 A.M. to 10:30 A.M South Broadway, Los Angeles, CA th Floor, Executive Conference Room All questions regarding this TOS must be submitted in writing via to Mr. Bryan Cowitz, before or at the meeting. For the security clearance at the Public Works Building, please Mr. Bryan Cowitz the names of your representatives and subcontractors, who will be attending the meeting, and the company's name by Tuesday, September 20,2016. (Please note that inviting your subcontractors to the meeting is optional.) The deadline for proposal submittal is Friday. October before 2:00 P.M. If your firm is interested in this TOS, please submit proposal via on the indicated due date to the following LASAN's staff: Ms. Herlinda Rodarte, herlinda.rodarte@lacity.org Mr. Bryan Cowitz, bryancowi1z@lacity.org Ms. Thu-Van Ho, thu-van.ho@jjlcity.org \ \82MTCFSI \ Div Files\On-Call Contracts\New Oncal \ TOS SN 69_Customer Service Suppt\INITIATION zero waste one water AN EQUAL EMPLOYMENT OPPORTUNITY AFFIRMATIVE ACTION EMPLOYER

2 TOS SN-69 9/ Page 2 of2 Should you decide not to submit a proposal, a negative response is requested with a brief explanation of the reason. Your decision not to submit a proposal "ill not affect your eligibility for future work. Thank you and we look forward to receiving your proposal for this TOS. AP:tvh c: Ali Poosti, WESD Abdul Danishwar, WESD Scott Hare, \VESD Thu-V an Ho, \VESD Melody Reid, WESD Cecile Buncio, CCD Bryan CO\\'itz, CCD Herlinda Rodarte, CCD Ali Poosti, Division Manager 'Wastewater Engineering Services Division LA Sanitation

3 City of Los Angeles/Department of Public Works/Bureau of Sanitation LA Sanitation (LASAN) On-call Consultant Services Contract Task Order Solicitation (TOS) SN-69 For Customer Service Support for Implementation of 24/7 Operations September Introduction The City of Los Angeles, Bureau of Sanitation (LASAN) services almost 4 million residents. These residents live in approximately 750,000 single family households, 400,000 multifamily households, and services over 60,000 businesses. Altogether, there are many individuals dependent upon LASAN to service their wastewater, stormwater, and solid resources needs. As a result, LASAN established a strategic planning goal of providing excellent customer service to its residents by limiting the wait time of phone calls requesting sanitation services to less than two minutes in duration. In addition, the Office of the Mayor is requesting our call abandon rates be reduced to be less than five percent. To achieve these goals, additional staff is necessary to field the 2,700 phone calls and 300 s received by the Customer Care Center (Ccq daily. Due to the demands for strong customer service and the implementation of a 24 hour/7 day a week need of service, LASAN has an immediate need of temporary staffing to augment the CCC's Communication Information Representatives (CIR) through a Task Order Solicitation. 2. Scope of Services LASAN is soliciting a qualified consultant firm to provide twenty five (25) as-needed Communication Information Representatives to work under the direction of LASAN TOS Manager. The twenty five (25) as-needed Communication Information Representatives will assist the CCC and process the increasing number of service requests received daily. Currently, the CCC serves 750,000 single family households. With the addition of the Franchise project looming and the more than 400,000 multifamily households and 60,000 businesses needing service throughout the City of Los Angeles, to go with the thousands of illegal dumping and/or bulky item requests, as well as the need to service all of the homeless encampments, per Executive Directive #8 (Clean Street Los Angeles), there is a glaring need to hire additional temporary customer service agents to process these ever-increasing number of service requests. However, the number of currently employed exempt employees will not mimic this service request trend, as many of these employees are losing their eligibility to work. With the launch of the MyLA311 and LASAN portals, the number of service requests increased and the response was tremendous. Due to this unexpectedly high call and service request volume, the CCC had to increase the number of hours of

4 our exempt employees to address the additional workload as a stop gap measure until additional employees were hired. Therefore, it is imperative to continue to maintain the highest quality of customer service by fulfilling this urgent need and hire temporary staffing, as well as retain our highest quality of customer service. LASAN will continue to evaluate the incoming calls, s, and service requests in order to adjust the number of staff accordingly. The CCC receives an average of 2,700 phone calls daily, as well as 300 s, website, Facebook, and twitter requests daily and operates 24/7. With all of these forms of communication, the CCC processes approximately 2,400 service requests daily. With these newly assigned tasks assumed by LASAN, the number of service requests shall most surely increase and the need to appropriately staff the CCC is essential to not only maintaining but improving excellent customer service and operational efficiency. With our newly assigned tasks assumed by LASAN, the number of service requests shall most surely increase and the need to adequately staff the CCC is essential to not only maintaining, but improving excellent customer service and operational efficiency. The current personnel receiving the increased number of phone calls and s are stretched to the limit and not having adequate staffing would drastically impact our response time and meet the requirements of the Clean Streets Los Angeles (CSLA) program. Consequently, the inability to fill these positions would seriously jeopardize all of LASAN's ability to fulfill service requests, which could not only pose a health risk, but at the same time may violate the requirements of the CSLA program. The specific duties for the Communication Information Representative Staff will include: Answers telephone calls and enters information into a MyLA311 (CRM) Customer Relationship Management system to resolve customer complaints, refer calls, schedules customer requests and answers general information questions. Operates personal computer using various MyLA311, PIMS, CC&B, SAN-STAR applications, including word processing, database and spreadsheet programs. May, under general supervision, perform general office work; retrieve voic messages and enter any requests in a database and review follow-up paperwork to ensure requests are processed, file correspondence, including indexing, sorting, etc., search for information contained in files; type reports, memos and statistical documents from plain or corrected copy; compose correspondence of a routine nature using samples or general instructions; exercise some degree of independent judgment. Work with the public, as well as with contractors managing special waste. Deals tactfully and effectively with all levels of people; resolves citizen complaints over the telephone or directs same to appropriate agency. Minimum Requirements: Written and verbal communication skills sufficient to ensure clear, concise, and accurate responses and maintenance of work records. Good knowledge of:

5 City-standard application and mainframe computer programs; The importance of accurate record keeping for purposes of cost accounting, timekeeping, and productivity accounting. Ability to: Deal tactfully with subordinates, peers, superiors, and members of the public; Handle multiple assignments and meet firm deadlines; Monitor, maintain, and organize numerous databases, spreadsheets, and physical records for a busy division. Provide facility support as needed; and Other duties as assigned to meet the needs of the division or for training purposes. Candidates will be interviewed by (CCD) Customer Care Division personnel to determine their suitability and qualification. The work location under this TOS could vary between the Hyperion Treatment Plant, Steven Harrington Building, Vista del Mar, Playa del Rey, CA and the Public Works Building, 1149 South Broadway, Los Angeles, CA. Consultant staff hired under this TOS would work in conjunction with LASAN staff to provide customer service to City residents. All selected candidates must: 1. Possess a valid California Driver License and liability insurance. 2. Be available for the work up to 40 hours a week. 3. Term of Engagement The term of engagement is two (2) years from the issuance date of NTP. It is estimated that the cost for this TOS is approximately $1,307, Solicitation Schedule (Tentative) Issue Task Order Solicitation Date of Cover Letter. Receive Solicitation Responses As indicated in Cover Letter. Conduct I nterviews, if necessary s week after issuance of TOS. Select and Negotiate weeks after issuance of TOS. Issue Task Work Order weeks after issuance of TOS. 5. Solicitation Response Requirements

6 Solicitation Responses shall not exceed seven (7) pages, exclusive of cover, dividers and resumes. Solicitation Responses shall be submitted to the following LASAN staff via , no later than 3:00 PM of the proposal due date indicated in cover letter: Ms. Herlinda Rodarte, Mr. Bryan Cowitz, Ms. Thu-Van Ho, Solicitation Responses shall include: Resume demonstrating that the candidate is capable the requirements of the Scope of Work. Resume shall include work experience history with dates and references from past employers, owners, and/or organizations. Total cost breakdown table (25 Communication Information Representatives) for a 2-year contract. Proposed Hourly Billing Rate Summary for the proposed candidate with all respective direct and indirect costs, markups, expenses, overhead rates and profit. MBE/WBE/SBE/EBE/DVBE/OBE subcontractors utilized and the percent utilization. Note: Department of Public Works only recognizes: ~ MBE/WBE certifications certified by City of LA - Bureau of Contract Administration (LABCA), LA County Metropolitan Transportation Authority (MTA), CalTrans, The Southern California Minority Supplier Development Council (SCMSDC), or Women's Business Enterprise National Council (WBENC)-WEST; and any member of California Unified Certification Program (CUCP); and ~ SBE/EBE/DVBE certifications certified by LABCA or State of California - Department of General Services (CA-DGS) Provide a copy of valid MBE/WBE/SBE/EBE/DVBE Certifications of MBE/WBE/SBE/EBE/DVBE subcontractors utilized. 6. Selection Criteria The selection team will evaluate the proposals with the following criteria: Ability to provide candidates for the pay class requested and ability to provide sufficient number of candidates. Personnel Qualifications: Recent experience with similar call volume and environment. Related Skills and experience. The value offered to the City considering cost in comparison to capabilities and experience of the candidates. 7. Suggested MBE/WBE/SBE/EBE/DVBE/OBE Participation Levels The City had set anticipated participation levels (APLs) for sub-consultants as follows: 18% MBE, 4% WBE, 25% SBE, 8% EBE, and 3% DVBE.

7 Note: Sub-consultants that are not listed on the Schedule A in your contract cannot be added/utilized without the performance of the outreach and approval of LASAN. 8. Task Order Manager LASAN's On-Call Manager is: Ali Poosti, Division Manager, Wastewater Engineering Services Division, (323) LASAN's Task Manager: Bryan Cowitz, Acting Senior Management Analyst, Customer Care Division, (213) Disclaimer The City of Los Angeles mayor may not decide to award any or part of this task order based on its sole convenience and shall not be responsible for any solicitation costs.