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HomeMy WebLinkAboutAddenda - RFP - 7137 CONSTITUENT RELATIONSHIP MANAGEMENT SYSTEM/`F'�ort Collins �— Purchasing Financial Services Purchasing Division 215 N. Mason St. 2"d Floor PO Box 580 Fort Collins, CO 80522 970.221.6775 970.221.6707 fcgov.com/Purchas/*ng REQUEST FOR PROPOSAL 7137 CONSTITUENT RELATIONSHIP MANAGEMENT SYSTEM The City of Fort Collins is accepting proposals. that will provide and support an affordable Constituent (Customer) Relationship Management system to assist staff in responding to and resolving customer service issues quickly, and efficiently, and provides summary data to aid in decision making. The successful respondent will have a proven track record of assisting local governments with implementing successful CRM systems. Written proposals, seven (7) will be received at the City of Fort Collins' Purchasing Division, 215 North Mason St., 2nd floor, Fort Collins, Colorado 80524. Proposals will be received before 3:00 p.m. (our clock), May 13, 2010. Proposal No.7137. If delivered, they are to be sent to 215 North Mason Street, 2nd Floor, Fort Collins, Colorado 80524. If mailed, the address is P.O. Box 580, Fort Collins, 80522-0580. Electronic responses are encouraged and can be sent to purchasing(aD_fcgov.com. Questions concerning the scope of the project should be directed to Project Manager Suzanne Jarboe -Simpson, (970) 224-6137. Questions regarding bid submittal or process should be directed to James B. O'Neill, II, CPPO, FNIGP, (970)221-6779. A copy of the Proposal may be obtained as follows: Download the Proposal/Bid from the BuySpeed Webpage, www.fcqov.com/eprocurement 2. Come by Purchasing at 215 North Mason St., 2nd floor, Fort Collins, and request a copy of the Bid. The City of Fort Collins is subject to public information laws, which permit access to most records and documents. Proprietary information in your response must be clearly identified and will be protected to the extent legally permissible. Proposals may not be marked 'Proprietary' in their entirety. Information considered proprietary is limited to material treated as confidential in the normal conduct of business, trade secrets, discount information, and individual product or service pricing. Summary price information may not be designated as proprietary as such information may be carried forward into other public documents. All provisions of any contract resulting from this request for proposal will be public information. Sales Prohibited/Conflict of Interest: No officer, employee, or member of City Council, shall have a financial interest in the sale to the City of any real or personal property, equipment, material, supplies or services where such officer or employee exercises directly or indirectly any decision - making authority concerning such sale or any supervisory authority over the services to be rendered. This rule also applies to subcontracts with the City. Soliciting or accepting any gift, gratuity favor, entertainment, kickback or any items of monetary value from any person who has or is seeking to do business with the City of Fort Collins is prohibited. PROFESSIONAL SERVICES AGREEMENT THIS AGREEMENT made and entered into the day and year set forth below, by and between THE CITY OF FORT COLLINS, COLORADO, a Municipal Corporation, hereinafter referred to as the "City" and WITNESSETH: , hereinafter referred to as "Professional". In consideration of the mutual covenants and obligations herein expressed, it is agreed by and between the parties hereto as follows: 1. Scope of Services. The Professional agrees to provide services in accordance with the scope of services attached hereto as Exhibit "A", consisting of ( ) pages, and incorporated herein by this reference. 2. The Work Schedule. [Optional] The services to be performed pursuant to this Agreement shall be performed in accordance with the Work Schedule attached hereto as Exhibit "B", consisting of ( ) pages, and incorporated herein by this reference. 3. Contract Period. This Agreement shall commence , 200 , and shall continue in full force and effect until , 200 , unless sooner terminated as herein provided. In addition, at the option of the City, the Agreement may be extended for additional one year periods not to exceed four (4) additional one year periods. Renewals and pricing changes shall be negotiated by and agreed to by both parties. The Denver Boulder Greeley CPIU published by the Colorado State Planning and Budget Office will be used as a guide. Written notice of renewal shall be provided to the Professional and mailed no later than ninety (90) days prior to contract end. 4. Early Termination by City. Notwithstanding the time periods contained herein, the City may terminate this Agreement at any time without cause by providing 10 written notice of termination to the Professional. Such notice shall be delivered at least fifteen (15) days prior to the termination date contained in said notice unless otherwise agreed in writing by the parties. All notices provided under this Agreement shall be effective when mailed, postage prepaid and sent to the following addresses: Professional: City: With Copy to: City of Fort Collins City of Fort Collins, Purchasing Attn: PO Box 580 PO Box 580 Fort Collins, CO 80522 Fort Collins, CO 80522 In the event of any such early termination by the City, the Professional shall be paid for services rendered prior to the date of termination, subject only to the satisfactory performance of the Professional's obligations under this Agreement. Such payment shall be the Professional's sole right and remedy for such termination. 5. Design, Project Indemnitv and Insurance Responsibility. The Professional shall be responsible for the professional quality, technical accuracy, timely completion and the coordination of all services rendered by the Professional, including but not limited to designs, plans, reports, specifications, and drawings and shall, without additional compensation, promptly remedy and correct any errors, omissions, or other deficiencies. The Professional shall indemnify, save and hold harmless the City, its officers and employees in accordance with Colorado law, from all damages whatsoever claimed by third parties against the City; and for the City's costs and reasonable attorneys fees, arising directly or indirectly out of the Professional's negligent performance of any of the services furnished under this Agreement. The Professional shall maintain commercial general liability insurance in the amount of $500,000 combined single limits and errors and omissions insurance in the amount of $ 6. Compensation. [Use this paragraph or Option 1 below.] In consideration of the services to be performed pursuant to this Agreement, the City 11 agrees to pay Professional a fixed fee in the amount of ($ ) plus reimbursable direct costs. All such fees and costs shall not exceed ($ ). Monthly partial payments based upon the Professional's billings and itemized statements are permissible. The amounts of all such partial payments shall be based upon the Professional's City -verified progress in completing the services to be performed pursuant hereto and upon the City's approval of the Professional's actual reimbursable expenses. [Optional] Insert Subcontractor Clause Final payment shall be made following acceptance of the work by the City. Upon final payment, all designs, plans, reports, specifications, drawings, and other services rendered by the Professional shall become the sole property of the City. 6. Compensation. [Option 1] In consideration of the services to be performed pursuant to this Agreement, the City agrees to pay Professional on a time and reimbursable direct cost basis according to the following schedule: Hourly billing rates: Reimbursable direct costs: with maximum compensation (for both Professional's time and reimbursable direct costs) not to exceed ($ ). Monthly partial payments based upon the Professional's billings and itemized statements of reimbursable direct costs are permissible. The amounts of all such partial payments shall be based upon the Professional's City -verified progress in completing the services to be performed pursuant hereto and upon the City's approval of the Professional's reimbursable direct costs. Final payment shall be made following acceptance of the work by the City. Upon final payment, all designs, plans, reports, specifications, drawings and other services rendered by the Professional shall become the sole property of the City. 7. City Representative. The City will designate, prior to commencement of 12 work, its project representative who shall make, within the scope of his or her authority, all necessary and proper decisions with reference to the project. All requests for contract interpretations, change orders, and other clarification or instruction shall be directed to the City Representative. 8. Proiect Drawings. [Optional] Upon conclusion of the project and before final payment, the Professional shall provide the City with reproducible drawings of the project containing accurate information on the project as constructed. Drawings shall be of archival, prepared on stable Mylar base material using a non -fading process to provide for long storage and high quality reproduction. "CD" disc of the as -built drawings shall also be submitted to the City in an AutoCAD version no older then the established city standard. 9. Monthly Report. Commencing thirty (30) days after the date of execution of this Agreement and every thirty (30) days thereafter, Professional is required to provide the City Representative with a written report of the status of the work with respect to the Scope of Services, Work Schedule, and other material information. Failure to provide any required monthly report may, at the option of the City, suspend the processing of any partial payment request. 10. Independent Contractor. The services to be performed by Professional are those of an independent contractor and not of an employee of the City of Fort Collins. The City shall not be responsible for withholding any portion of Professional's compensation hereunder for the payment of FICA, Workers' Compensation, other taxes or benefits or for any other purpose. 11. Personal Services. It is understood that the City enters into this Agreement based on the special abilities of the Professional and that this Agreement shall be considered as an agreement for personal services. Accordingly, the Professional shall neither assign any responsibilities nor delegate any duties arising 13 under this Agreement without the prior written consent of the City. 12. Acceptance Not Waiver. The City's approval of drawings, designs, plans, specifications, reports, and incidental work or materials furnished hereunder shall not in any way relieve the Professional of responsibility for the quality or technical accuracy of the work. The City's approval or acceptance of, or payment for, any of the services shall not be construed to operate as a waiver of any rights or benefits provided to the .City under this Agreement. 13. Default. Each and every term and condition hereof shall be deemed to be a material element of this Agreement. In the event either party should fail or refuse to perform according to the terms of this agreement, such party may be declared in default. 14. Remedies. In the event a party has been declared in default, such defaulting party shall be allowed a period of ten (10) days within which to cure said default. In the event the default remains uncorrected, the party declaring default may elect to (a) terminate the Agreement and seek damages; (b) treat the Agreement as continuing and require specific performance; or (c) avail himself of any other remedy at law or equity. If the non -defaulting party commences legal or equitable actions against the defaulting party, the defaulting party shall be liable to the non -defaulting party for the non -defaulting party's reasonable attorney fees and costs incurred because of the default. 15. Binding Effect. This writing, together with the exhibits hereto, constitutes the entire agreement between the parties and shall be binding upon said parties, their officers, employees, agents and assigns and shall inure to the benefit of the respective survivors, heirs, personal representatives, successors and assigns of said parties. 16. Law/Severability. The laws of the State of Colorado shall govern the construction, interpretation, execution and enforcement of this Agreement. In the event any provision of this Agreement shall be held invalid or unenforceable by any court of 14 competent jurisdiction, such holding shall not invalidate or render unenforceable any other provision of this Agreement. 17. Prohibition Against Employing Illegal Aliens. Pursuant to Section 8-17.5- 101, C.R.S., et. seq., Professional represents and agrees that: a. As of the date of this Agreement: 1. Professional does not knowingly employ or contract with an illegal alien who will perform work under this Agreement; and 2. Professional will participate in either the e-Verify program created in Public Law 208, 104th Congress, as amended, and expanded in Public Law 156, 108th Congress, as amended, administered by the United States Department of Homeland Security (the "e-Verify Program") or the Department Program (the "Department Program"), an employment verification program established pursuant to Section 8-17.5-102(5)(c) C.R.S. in order to confirm the employment eligibility of all newly hired employees to perform work under this Agreement. b. Professional shall not knowingly employ or contract with an illegal alien to perform work under this Agreement or knowingly enter into a contract with a subcontractor that knowingly employs or contracts with an illegal alien to perform work under this Agreement. C. Professional is prohibited from using the e-Verify Program or Department Program procedures to undertake pre -employment screening of job applicants while this Agreement is being performed. d. If Professional obtains actual knowledge that a subcontractor performing work under this Agreement knowingly employs or contracts with an illegal alien, Professional shall: 1. Notify such subcontractor and the City within three days that Professional has actual knowledge that the subcontractor is employing or contracting with an illegal alien; and 2. Terminate the subcontract with the subcontractor if within three days of receiving the notice required pursuant to this section the subcontractor does not cease employing or contracting with the illegal alien; except that Professional shall not terminate the contract with the subcontractor if during such three days the subcontractor provides 15 information to establish that the subcontractor has not knowingly employed or contracted with an illegal alien. e. Professional shall comply with any reasonable request by the Colorado Department of Labor and Employment (the "Department") made in the course of an investigation that the Department undertakes or is undertaking pursuant to the authority established in Subsection 8-17.5-102 (5), C.R.S. f. If Professional violates any provision of this Agreement pertaining to the duties imposed by Subsection 8-17.5-102, C.R.S. the City may terminate this Agreement. If this Agreement is so terminated, Professional shall be liable for actual and consequential damages to the City arising out of Professional's violation of Subsection 8-17.5-102, C.R.S. g. The City will notify the Office of the Secretary of State if Professional violates this provision of this Agreement and the City terminates the Agreement for such breach. 18. Special Provisions. [Optional] Special provisions or conditions relating to the services to be performed pursuant to this Agreement are set forth in Exhibit " If consisting of ( ) pages, attached hereto and incorporated herein by this reference. 16 THE CITY OF FORT COLLINS, COLORADO By: James B. O'Neill II, CPPO, FNIGP Director of Purchasing & Risk Management DATE: ATTEST: City Clerk APPROVED AS TO FORM: Assistant City Attorney [Insert Professional's name] or [Insert Partnership Name] or [Insert individual's name] or Doing business as [insert name of business] By: Title: CORPORATE PRESIDENT OR VICE PRESIDENT Date: ATTEST: Corporate Secretary (Corporate Seal) 17 [Optional] EXHIBIT " " CONFIDENTIALITY IN CONNECTION WITH SERVICES provided to the City of Fort Collins (the "City") pursuant to this Agreement (the "Agreement"), the Contractor hereby acknowledges that it has been informed that the City has established policies and procedures with regard to the handling of confidential information and other sensitive materials. In consideration of access to certain information, data and material (hereinafter individually and collectively, regardless of nature, referred to as "information") that are the property of and/or relate to the City or its employees, customers or suppliers, which access is related to the performance of services that the Contractor has agreed to perform, the Contractor hereby acknowledges and agrees as follows: That information that has or will come into its possession or knowledge in connection with the performance of services for the City may be confidential and/or proprietary. The Contractor agrees to treat as confidential (a) all information that is owned by the City, or that relates to the business of the City , or that is used by the City in carrying on business, and (b) all information that is proprietary to a third party (including but not limited to customers and suppliers of the City) . The Contractor shall not disclose any such information to any person not having a legitimate need -to -know for purposes authorized by the City. Further, the Contractor shall not use such information to obtain any economic or other benefit for itself, or any third party, except as specifically authorized by the City. The foregoing to the contrary notwithstanding, the Contractor understands that it shall have no obligation under this Agreement with respect to information and material that (a) becomes generally known to the public by publication or some means other than a breach of duty of this Agreement, or (b) is required by law, regulation or court order to be disclosed, provided that the request for such disclosure is proper and the disclosure does not exceed that which is required. In the event of any disclosure under (b) above, the Contractor shall furnish a copy of this Agreement to anyone to whom it is required to make such disclosure and shall promptly advise the City in writing of each such disclosure. In the event that the Contractor ceases to perform services for the City, or the City so requests for any reason, the Contractor shall promptly return to the City any and all information described hereinabove, including all copies, notes and/or summaries (handwritten or mechanically produced) thereof, in its possession or control or as to which it otherwise has access. The Contractor understands and agrees that the City's remedies at law for a breach of the Contractor's obligations under this Confidentiality Agreement may be inadequate and that the City shall, in the event of any such breach, be entitled to seek equitable relief (including without limitation preliminary and permanent injunctive relief and specific performance) in addition to all other remedies provided hereunder or available at law. DO Collusive or sham proposals: Any proposal deemed to be collusive or a sham proposal will be rejected and reported to authorities as such. Your authorized signature of this proposal assures that such proposal is genuine and is not a collusive or sham proposal. The City of Fort Collins reserves the right to reject any and all proposals and to waive any irregularities or informalities. Sincerely, James B. O'Neill II, CPPO, FNIGP Director of Purchasing & Risk Management where renewal is a way of life REQUEST FOR PROPOSAL 7137 CONSTITUENT RELATIONSHIP MANAGEMENT SYSTEM The City of Fort Collins is a progressive municipality with an interest in improving our ability to address customer services issues. We are accepting proposals that will provide and support an affordable Constituent (Customer) Relationship Management system to assist staff in responding to and resolving customer service issues quickly, and efficiently, and provides summary data to aid in decision making. The successful respondent will have a proven track record of assisting local governments with implementing successful CRM systems. Our existing website, FCGov.com provides a great web presence and an accessible, intuitive entry point to local government. FCGov.com is friendly to all users and accepts and processes inquiries from a variety of sources, ex: email, web, mobile device, etc. We are interested in a product that integrates with our existing website. While our existing website enables customers to seamlessly research topics and find information about specific local government services, submit questions and request assistance, our customers are not currently able to easily track the status of their request and access a response to their question or request. Our existing system does not provide a telephony option for customers to independently access information or submit a request for assistance. And while this is not a top tier requirement for the successful CRM, it is something we're interested in exploring as a third tier requirement. We are interested in a CRM solution that helps City staff be as efficient as possible by avoiding, eliminating or reducing the need for duplicate entry with existing line of business systems that will remain in use. To achieve this objective the vendor will need to have demonstrated successful direct integration of their product with common code enforcement, public works systems and other local government line of business systems. This system in not expected to integrate with or supplement requests related to the City's Utility billing system. The successful solution will include a fully featured automated work flow that manages anticipated questions, comments and requests for assistance as well as a process to allow for ad hoc routing of requests. The successful system will include the ability to automatically escalate a contact, based on time, topic/event or status change. The successful system will have the ability to send messages to the customer and to staff. The system will provide for robust status and performance metric reporting capabilities. As a result of this system and the training support provided by the provider, staff will be able to easily maintain a web -based customer self service FAQ knowledgebase of answers to common questions or current special events as well as access customer inquiries and respond to questions and requests that require a follow up response. Staff will have timely access to aggregate data, be able to create and review standard reports and will have the ability to produce ad hoc reports. The system must also be designed and licensed in such a manner as to accommodate future scaling up to support a multi -agency "one stop" government information portal. This implies the system must accommodate content management and request response workflows processes that can be routed within City government as well as to non -City staff outside the City government. Routings will be based on the content of the request as well as the geographic location of the requestor's residence as appropriate. 2/9/00 Implementation is targeted for fourth quarter, 2010. We will consider a phased implementation. City Organization The City of Fort Collins is a well -respected and full -service municipal organization with locations throughout our community. We have a Council -Manager form of government, and are organized into the following major service providers: • Community Planning & Transportation • Cultural, Parks, Recreational and Environment • Executive, Legal and Judicial Services • Police Services • Finance, Budget and Economic Development • Utility Services: Electric, Water, Waste Water and Storm Water • Fleet and Facilities, Human Resources, Information Technology The City of Fort Collins has strategic partnerships with: Poudre Fire Authority Fort Collins Housing Authority Poudre Library District These strategic partnerships are current examples of non -City entities to whom we would expect to be able to route questions or requests for service. City of Fort Collins CRM Goals We're looking for a Constitutent (Customer) Relationship Management system that: ■ Makes it possible to resolve customer service issues quickly and efficiently through pre- defined work flows, ad hoc work flows, use of Frequently Asked Questions, and the ability to access follow up responses ■ Enables Citizens to answer many questions through self service ■ Enables City staff to provide consistent, update and accurate information in response to Citizen requests received via the web, phone and in person. ■ Provides an accessible, intuitive entry point to local government o friendly to all users ■ Provides a good web presence o usability o functionality ■ Makes staff as efficient as possible by avoiding, eliminating or reducing re -work ■ Aggregates as many issues/complaint types as possible o Track issues and complaints based on assigned priorities ■ Makes it possible to aggregate data and provide reports (City uses Crystal Reporting) o reporting functionality needs to be robust o standard reports as well as the ability to do ad hoc reporting ■ Provides a pre -defined routing work flow as well as the ability to implement ac flows, based on organizational need ■ Integrates with the technology solutions currently in use by the City of Fort Collins ■ will be in place by end of year, 2010 Enterprise hoc work 2/9/00 City of Fort Collins CRM Requirements Top Tier Requirements • Maximum budget available for this project is $60,000 • Good integration with the look and feel of Fcgov.com • Easy to use content management tools to enable subject matter experts to create and maintain the self-service FAQ knowledge base content without direct assistance from IT staff. • Efficient and easy to configure request process workflow and routing capabilities. • An application design and associated request workflow and routing tools that minimize the amount of manual staff evaluation of request content required to route and to assign requests to appropriate subject matter experts for specific staff for follow. up. • A system that leverages and extends applications, systems, and capabilities the City of Fort Collins already has in place. • Ability for citizens to submit requests on-line without first opening an account. • Ability for citizens to access their request status and history online. Includes the ability to track history and status for multiple requests. • Ability to generate management reports and performance metrics. • A licensing structure that enables a large number of staff to participate in FAQ maintenance and request processing workflows • Ability to be "scaled up" to support the CRM functionality for multiple local government agencies. Interest is to provide citizens with one access point to local government information and resources. • Consulting support during implementation and training for key staff Middle Tier: High Priority Requirements • Ability to integrate with the City's GIS system to support functions such as address verification, tagging the location information for requests, and routing requests to agencies or staff based on the location of the request (City vs County service requests for a similar service, constituent requests from different Council Districts). • Demonstrated ability to directly reliably interface with widely used local government line of business systems, including but not limited to Accela Automation (Building Permitting and Code Enforcement) and ACTEZA Cityworks (Public Works work order systems) in a manner that significantly reduces or eliminates manual re-entry of requests received via the CRM system in to these line of business systems so as to support, not replace, existing LOB system workflows. This integration should achievable with out unreasonable complexity and cost. • Ability for citizens to easily submit requests (including support documents and photos) via mobile applications and cell phones, (supports "Eyes and Ears" function). • An effective web based customer interface that allows citizens to easily navigate a self service FAQ topical knowledge base and then submit online requests if necessary. • Effective access to peer organizations that have implemented the same system, for on- going support and learning, opportunities for shared support agreements, etc Third Tier: Desirable Requirements • Ability to integrate with an IVR system to make the FAQ topical knowledge base content available or provide request status via phone without staff involvement. • Ability to generate outbound text and telephone messages containing request status or closure updates. 2/9/00 City of Fort Collins' Technology Environment Our Application Technology Environment Technology applications currently in use throughout the City of Fort Collins include: AZTECA Cityworks Accela Automation ESRI/GIS Crystal Enterprise Reporting Microsoft Outlook and Exchange email (Fall 2010) Fcgov.com — City website build on LAMP platform JDEdwards ONE WORLD We are interested in a CRM solution that will integrate with these applications. We expect the CRM solution to integrate with the City's website, our email solution, and our VoIP system. What else is included in our Application Technology Environment? RecTrac (recreation registration) Tiburon (police computer aided dispatch and records management) VEntyx Customer Suite version 4.1 (Utility Billing) TMA (facilities management and work order system) City of Fort Collins' Infrastructure Environment Description Network The City's Wide Area Network backbone is built on Gigabit switched Ethernet fiber optic technology. The Local Area Network is 100 Mbit switched to the desktop over Category 5e and 6 copper cable. Network hardware is Cisco from core to distribution. Authentication and access to internal computing resources is managed by Active Directory Services 2008. The TCP/IP protocol is used throughout the network and IP addressing is done via DHCP. Servers The City's primary server Operating System is Windows 2003, however Windows 2008 R2 is in place for application programs and databases designed to run in 64 bit mode. A small variety of Linux OSs are supported. An extensive VMware ESX 4 environment exists to support a comprehensive server equipment replacement program and the integration of all new application programs. Data Storage and Backup The City's enterprise data storage system is built upon LeftHand Networks/HP Storage Area Network systems. Data is managed in a multi -tier framework to support age sensitive archiving and disk -to -disk, de -duplicated backup through Commvault systems. Desktops/Laptops The City's client computer Operating System is Windows XP Service Pack 3. Hardware is reasonably current Dell on the desktop and Panasonic in field operations. A VMware View 4.01 Virtual Desktop Infrastructure environment currently exists for rapid desktop deployment to 2/9/00 support application program studies. A version 4.5 VDI environment will be constructed in mid 2010 to be the foundation for scheduled client hardware replacements. Telecommunications The City's telephone system is a blend of legacy 81c-based Nortel and Cisco Voice over IP, version •7.13. Voice mail is provided through Cisco Unity. Progressive migration to VolP is slated for completion in 2012. Messaging The City's e-mail system is Groupwise 7.0. Migration to a hosted Exchange 2007 is scheduled for the fall of 2010. Mobile data and voice services are primarily Blackberry based. 2/9/00 REVIEW AND ASSESSMENT Professional firms will be evaluated on the following criteria. These criteria will be the basis for review of the written proposals and interview session. The rating scale shall be from 1 to 5, with 1 being a poor rating, 3 being an average rating, and 5 being an outstanding rating. WEIGHTING FACTOR QUALIFICATION STANDARD 2.0 Scope of Proposal Does the proposal show an understanding of the project objective, methodology to be used and results that are desired from the project? 2.0 Assigned Personnel Do the persons who will be working on the project have the necessary skills? Are sufficient people of the requisite skills assigned to the project? 1.0 Availability Can the work be completed in the necessary time? Can the target start and completion dates be met? Are other qualified personnel available to assist in meeting the project schedule if required? Is the project team available to attend meetings as required by the Scope of Work? .5 Motivation Is the firm interested and are they capable of doing the work in the required time frame? 2.5 Cost and Do the proposed cost and work hours compare Work Hours favorably with the project Manager's estimate? Are the work hours presented reasonable for the effort required in each project task or phase? 2.0 Firm Capability Does the firm have the support capabilities the assigned personnel require? Has the firm done previous projects of this type and scope? 2/9/00 Reference evaluation (Top Ranked Firm) The project Manager will check references using the following criteria. The evaluation rankings will be labeled Satisfactory/Unsatisfactory. QUALIFICATION STANDARD Overall Performance Would you hire this Professional again? Did they show the skills required by this project? Timetable Was the original Scope of Work completed within the specified time? Were interim deadlines met in a timely manner? Completeness Was the Professional responsive to client needs; did the Professional anticipate problems? Were problems solved quickly and effectively? Budget Was the original Scope of Work completed within the project budget? Job Knowledge a) If a study, did it meet the Scope of Work? b) If Professional administered a construction contract, was the project functional upon completion and did it operate properly? Were problems corrected quickly and effectively?