HomeMy WebLinkAbout _ 4.5(b)--Assignment and Assumption Agreement to C-8429 � � �' � � �
� � � ' � �' � � ' � ` CITY OF REDDING
REPORT TO THE CITY COUNCIL
MEETING DATE: March 4,2025 FROM: Nick Zettel, Director of
ITEIVI NO. 4.5(b) Redding Electric I7tility
***APPROVED BY***
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nzettel@cityofredding.org btippin@cityofredding.org
SUBJECT: 4.5(b)--Assignment and Assumption Agreement to C-8429
Recommendation
Authorize and approve the following:
(1) Approve Assignment and Assumption Agreement to Master Services Agreement with
Faneuil, LLC (formerly known as Faneuil, Inc.) and Everise, Ine. relative to Master
Services Agreement (C-8429); and
(2) Authorize the Mayor to execute the Agreement.
Fiscal Impact
There is no fiscal impact in signing the Assignment and Assumption Agreemenf (Agreement) as
all terms and conditions of the Master Services Agreement (C-8429) shall apply to the services
assigned and assumed by Everise, Inc.
Alternative Action
The City Council (Council) could choose not to approve the Agreement relating to Master
Services Agreement (C-8429) for the provision of utility call center services and provide
alternative direction to staff.
�3ackgroundlflnalysis
The City Council, at its February 4, 2020, meeting, approved a seven-year contract with Faneuil,
Inc. for a hosted ca11 center solution to handle transactions relating to the billing, payment and
collections, and service change requests for the electric, water, wastewater and garbage services
provided by the City of Redding.
On December 13, 2024, Faneuil sold its call center business to Everise, Inc. Faneuil has
requested the City consent to the assignment and assumption of all terms, covenants and
conditions arising under the Agreement, as they relate to the ca11 center services.
Report to Redding City Council February 26,2025
Re: 4S(b)--Assignment and Assumption Agreement to C-8429 Page 2
Approving this Agreement wi11 transfer all service level and performance reguirements as stated
in the original contract from Faneuil, LLC to Everise, Inc. Under the Agreement, the customer
experience provided by Everise, Inc. should meet or exceed that currently provided by Faneuil,
LLC, as they are obligated to meet all customer service standards and conditions currently
required of Faneuil, LLC, as specified in the original contract moving forward.
Envi�^onmental Review
This is not a project defined under the California Environmental Quality Act, and no further
action is required.
Council PrioNity/City NfanageN Goals
This agenda item is a routine operational item.
Attachments
Contract Copy signed by Vendors
C-8429 Agreement 2020 - Faneuil, Tnc
ASSI�N EN'�AN A�SiJ P'I'I �3 AG�ZE� �l�T
Thi's Assignment and Asstzmptian Agreement �"Assignment") is hereby made by and between
�'aneuil,LLC {forrnerly kn�wn as Faneuil, Inc., "Assignor"} and Everise; Ir�c. {"Assignee"},
� AS,c�n May 27, 2017, City of Redding ("City"} and lJrcom Sol�tic�ns LLC dba tlertex
Business Services ("Vertex") entered into an Assignment and Assumption Agreement to assign
certain assets of its call center business under Master Services A$reement dated December 4g
2012 (C�58�0) {the "2�12 Agreement49)frc�m Vertex t�Assignor,
VV E AS,effectzve February 6, 2(�20, City and Assignrrr entered into a Consulting an�
Professic�nal Services Contract(�-8429}(the"2020 A:greement"}that repiaced in its entirety the
201;2 Agreement, as amended as �f execation of fihe 2t320 Agreement;
E A�, Assignor and Assignee desire to provic�e by this Assignment far A:ssignar to assign
to Assignee al� of its rights and obligatians under the 202Q Agreernent relating to the provisi�m af
call center services (as mflre particularly described herein) and for Assignee to accept such
assignment and assume a11 rights and obligati�ns thereunder; and
E ��,Assignor and As�ignee desize for the City to consent tc� �uch assignment and
ass�zm�tic,n,
N , T E F ,Assignor and Ass�gnee hereby agree as follows.
1. Ef�ective December 13, 2024, Assignor l�ereby assigr�s to Assignee all t�f its rights,
� responsibilities and interest in the 202� Agreement relating to call cei�ter services.
2, Effective December 13, 2024,Assign�e hereby ac�epts such assignment of rights and
interest and assumes perf�rmance of all terms; covenants and con�litions on the part c�f
the Assignor to be perfc�rmed, t�ccurrir�g c�r arising under the 2020�lgreement.
3. The terms and canditions of the 2020 Agre�ment{C-$429}shall apply to the services
assigned and assumed by the Assignee.
4. City hereby consents ta tl�e�ssignxrzent and assumption by Assignee of a11 terms;
covenants and cc�ndrt�ons arising under the 2020 Agreement as they relate to call center
services, by Assignee.
,
'S. This Assignrnent shall�e binding upc�n; and shail inure tc�the benefit 6f; Assignar and
Assignee,the'rr respective successors and assigns and C1ty as a third-party beneficiary
hereo�:
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` 6. Assignc�r sha�l retain aIl respansibilities tcr the City, �f any, under the Agreement not
" specifically assigned to Assignee>hereundere
� 7. This Assignrnent has been entered into and shall be governed by and construed in
accardance with the Ia�us of th� State af California.
8. Each paxty hereto caven�nts and agrees to perfarm aIl acts and things ancl to prepare,
� execute and deliver such written agreem�nts, documents and instruments as�nay be
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. reasr�nably necessary t�r carry fluY the terrns and provisians af thi� Assignment:
�, The date af this Assignrnent sh�ll be the date that it is si�necl by the City.
< �Signatur°es appec�r on next page.
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IN ITIYESS � F, City, Assi�nor and Assignee have executed this Assigntnent and
Assumpti�n Agreement c�n the day� and years set forth be�ow.
CI'I'Y F II�TG
ated: ,2025
Jack Munns, Niayor
AI�PRd�V�+ �S T+C� F .
�T'I"ES"I'i Christi�n 4Cua°tas
City Attorney
�harlene Tipton, City Clerk By.
` FAIVEUIL, LL� ( a �'Al�T�UrL,INC.)
ASSIGNt�
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at�d: 12 february 2025 .."� ,#,' �� �r��.�-'"f �
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Michael�lodin, CEO
EVEI2�SE,INC.
A�SIGI�TEE
, � � � ���.r� . �� m -��
�ated, 2025
, Helen R. Franco, Ch��f Legal Officer
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_������ P.O. BOX 49607 i, REooirv�, CF; 96D49-6071
PAMELA MIZE,CITY CLERK
SHARLENE TIPTON,ASSIS7ANT C1TY CLERK
830.225.4447
530.225.4463 FAX
�'ebruary 6, 2020
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Faneuil,�inc tt�t,;���''�4�{` ��4`t'i``
� Attn: Anna V���`uren,�Presit�ent&��C��"
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�2 Eaton St, 5����`'�1002 � `3s{���.'
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SUBJECT: Ct�i�t�����,� �,�y�rofess�s�����t�t�r�lces Contract, C-8429
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Dear Ms. Van Buren, }'1,`��r '} F`,="�I
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Enclosed please find the full�f��xecuted ori��;,��� of t�e above referenced Consulting and
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Professional Services Contract ��;�nd betw���$t�e Ck��� ��' Redding and Faneuil Inc. for the
�purpose�of providing contact cente�#�� ��' ���� " "`_�''t'r `{4<��� '
";����`�� ,� �}s'� Stit ir��,-���{r r 1 ,;;?�l'�
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If��ou have any questions regarding�this�rnatte��,t'��;;t,��'we can be ��='assistance, please contact�th��
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�Office�of the City Clerk at(530)�225-4044 `" �
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Joan{�"���c�y
Executive Assistant
Enclosure
cc: Karlson
Bryan
General Counsel-Faneuil, Inc
Grannis
CITY OF REDDING
CONSULTING AND PROFESSIONAL SERVICES CONTRACT
THIS CONTRACT is made at Redding, California, by and between the City of Redding
�("City")�, a�municipal�corporation,�and Faneuil, Inc. ("Consultant") for the purpose�of providing
contact center services.
WHEREAS, Crty doe�k,,���}�t��ve sufficient personnel ta perfarm the services required herein
thereby necessitah��'������'��'���t�r personal services.
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NOW, THE����RE, the Parti�`j��ovenant and agree, for good consideration hereby
acknowledg��j����follows: `,�'Y�';�;
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SECTION ��;�,, CONSULTAN�`'��ERVICES
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Sub�e��'�`�i�s�he terms �nd canditions set forth in this �ontract,Consultant shall provide to
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City the�'����'��t,,����`�bed ������r�`����,,�, attached and incorporated herein. �Consultant
t�E��f,1(l,�t�xtit �,�i�s}t zr , (. F�
skall provide 't`�����f-vices��a����'time,�����1�,and in tke manner�specified in Exhibit A.
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SECTION 2. COMPE����TION AND ��;IMBURSEMENT OF COSTS
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A. �City �shall �pay Coi��,`��Y�ant fo�,� ��ces r����ed pursuant ta this Contra�t, at the
. . � ij�<,t; t} t' }�t f ty� � t yc t�
times� and m t�e mat���,,���t��it�� in F��������t��,,�����ched and� incorporated herein.
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This pricing includes a1� out of pt����' travel, �����ng and incidental expenses
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incurred by Consultant that ar�ti4���sonably ass���ted with the provision of
�services under this Contract ,'��"`�'"`� ,payriients sp��'��ied h�'ein shall be� the only
�paym�ents to be made to Co�����n�;��r services���'��red pt;�h��,�taant to this Contract
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B: Consultant shall submit mo"nthly invoi���=.r��=$'��ty for w��t���ompleted to the date af
the invoice. All invoices shall be itemized t�reflect t���l�inployees��;�arming the�
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requested tasks, the billing rate�for each employee an���e ho��,t;���^��z�.
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C. A11 correct, complete and undisputed in���r�es s��l����nsultant to City�shall be�
paid within thirty(30)�calendar days of r�������`���,���"�``�°„
SECTION 3. TERM AND fiERMINATION
A. The initial contract will be for seven{7) years from December 4, 2019; the
expiration�date of the pt�ior�contract with Consultant for like�s�rvices. In addition,�
this contract provides an option for up to three (3) consecutive one-year renewals, by
mutual agreement of the Parties in writing at least one hundred twenty(120) days
�prior to�the expiration of the�initial term or any renewal term.
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B. If Consultant fails to perform its duties to the satisfaction of City, or if consultant
fails to fulfill in a timely and professional manner its obligations under this
�Contract, then City� shall have the right to terminate this Contract effective�
�immediately�upon City giving written notice�thereofto Consultant.
� C. Either Party may terminate this Contract without cause on thirty (30) calendar
days' written notice. Notwithstanding the preceding, if the term set forth in
��Section 3.A. of this �Contract exceeds ninety (90) calendar �days in duration,
Consultant's sole right to terminate shall be limited to termination for cause.
D. Consultant hereby acknowledges and agrees that the abligation of City to pay
under this Contract is contingent upon the availability of City's funds which are
�appropr�����1}��r����11�,�ated by the City Council. Should the funding for the project�
� ��and/��r�`���'�'"set#�i��t`��rein not be appropriated or all�cated by the City Council,
C�vy},���=�y terrninate tl�'���reement'by furnishing at least thirty(3�0)�c�alendar�days'
�����n notice of its int����n�to terminate�. In the event of a termination pursuant�
������is subdivision, Cor��;�ant shall not be entitled to�a reniedy of acceleration of�
$'r��trients� due over th�"�t`� of this� Agreement. The Parties acknowledge and
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',�'�3�ee that the� power to�`�terminate described herein is required by Article 16, �
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��'��zon 1S, of the California Constitution, and that constitutional provision�
su������,� ��}�{��aw rule ���l��ion or statute�which conflicts with the provisions�
t�z�t i�x,�jtt #{ {SG�r� � . Gttttitrjst §�}f t E..
of thi����������r,��� � �� ��� ,
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E. In the event tha�{�i[��,��y gives notl`��'of termination, Consultant shall promptly
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provide to City ��Y �nd �all ft,����ied and unfinished reports, data; studies,
photographs, chat����r�other wo��„��bduct ��`��ared by Consultant�pursuant to�this�
Contract. Ciry shal���,�� �J��,��`�rshi�� �������g, but not limited to, int�llectual
property rights, and '�r�����_,���� all t�������inis�i��',�`�nd unfinished reports, data,
studies,photographs,�charts or oth�����'k product E' as,�t
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F.� �In the event� that City terr����k���;,#he Contract�,il�1��ty sl��,�,1 pay Consultant the�
reasonable�value of serv����'�'�'�nc�����1 by C,���t't.�ant p����iant to this Contract;
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provided, however, ��hat ��`�y shall� �������`�����rnanne�''��� liable for lost profits�
which might have been rnade b�Consultant�'�ad Cons��'���tt completed the services�
required by this Contract. Consultant shall, not late�����n ten ����t�����ndar days�
after� termination of this Contract by City, fur,���� ,t��r't�����r`�`uch financial
information as in the judgment of the� City's �`������i�i�ve is necessary to�
determine the reasonable value of the ser���',�}�4�x������`'�y Consultant.
G. In no event shall the terrnination or expiratian af this Contract be construed as a
waiver of any right to seek remedies in law, equity or otherwise for a Party's
�failure to perform each obligation required by this Contract.
SECTION 4. MISCELLANEOUS TERMS AND CONDITIONS OF CONTRACT
A: City shall make its facilities accessible to Consultant as required for Consultant's
performance of its services under this Contract, and, upan request of Consultant,
provide labor and safety equipment as required by Consultant for such access.
2
B. If required by the City's business license ordinance, Consultant shall obtain a City
business license prior to commencing work.
C�. Consultant� represents ��and warrants� to� City that it has� �all licenses, �perrnits,
qualifications and approvals of any nature whatsoever that are legally required far
Consultant to provide the services. Consultant represents and warrants to City that
Consultant shall, at its sole cost and expense, keep in effect or obtain at all times
during the term of this Contract any licenses, permits and approvals that are legally
required for Consultant to practice its profession.
D. Consultant shall, during the entire terrn of this Contract, be construed to be an
independent contractor and nothing in this Contract is intended, nor shall it be
constru��{������'�� �n employer/ernployee relationship, �association, joint venture�
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rela�,��4�����i°;�"'�iust ��S��nership or to allow City ta exercise discrerion or�control
��`{�[�� professional'�y��er in� which Consultant performs under this Contract.
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t���and�all taxes impo����''�n�Consultant's income, imposed�or assessed by reason
t��''��is Contract or�itis p��`��rmance, including but not limited ta�sales or use taxes,
'���Il be paid by Con�����nt. Consultant sha11 be responsible for any taxes or
�{`�alties�assessed�by reason�of any�claims�that Consultant is an employee of�City.
�'�ultant shall not be eligible for�coverage under City's workers' compensation
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in�"�t��;���� ���� �enefitsl �t��t���rthe Public Employee Retirement System or be�
1 ( { 7 t 4 ti f � t ti I)
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E, No provision of ����4 Contract is k���nded to, or shall be for the benefit of, or
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construed to crea�����ghts�in, or gs����remedies�to, any person or entity not a party�
hereto. `� '���,t 'j�;'z�t�` ,_��'`�
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F. No portibn of the woi� ���t���"'vices ��r �,����er�oi'��� under t�is Contract shall��be�
�t���,� ��F
assigned, transferred, conveyed or�����intracted w����iut the prior written approval
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of City. Consultant may u��z';���' servrces o�;���dependen� contractors and
subcontractors to perform a ���'���,;t`�f�its obligat�,,`$ �� und���his Contract with the�
prior written approval of����f��nd�;�dent c�������`ors a��4��ubcontractors shall be�
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provided with a copy of ��"s� Cont����{',���i`,��`i`sultant'���11 have an affirmative�
duty to assure that said independent cnnti`actors and ����ontractors comply with
the same and agree��to be bound by its terms. Consu�l'���t shall ��3�'����sponsible�
parCy with respect Co all actions of its��independent ��j�t�1-ac���t������ubcontractors,
and shall obtain snch insur�nce and inden�amty pro{�������,;,�r��n its contractors and
subcontractors as City's Risk Manager sl������t����4���o'be necessary.
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G. Consultant, at such times and in such forrn as City may require, shall furnish City
with such periodic reports as it may request pertaining to the work or services
undertaken pursuant to this Contract, the costs or obligatians incurred or to be
incurred in connection therewith, and any other matters covered by this Contract.
H. Consultant shall maintain accounts and records, including personnel, property and
financial records, adequate to identify and account for all costs pertaining to this
Contract and such other records as may be deemed necessary by City to assure
proper accounting for all project funds. These records shall be made available for
3
audit purposes to state and federal authorities, or any authorized representative of
City. Consultant shall retain suchrecords for three (3) years after the expiration of
this Contract, unless prior permission to destroy them is granted by City. �
I. Consultant shall perform all services required pursuant to this Contract in the ,
manner and according to the standards observed by a competent practitioner of
Consultant's profession. All products of whatsaever nature which Consultanf
delivers to City pursuant to this Contract shall be prepared in a professional
manner and conform to the standards of quality normally observed by a person
practicing the profession of Consultant and its agents, employees and
subcontractors assigned ta perform the services contemplated by this Contract.
J: All corr� ����,`����r�s and other data or documents, or computer media including
�,�
disk�����i�',{��i'� ot�i��'`�t�zerials provided or prepared �by Consultant in accordance�
W�2`it 7� ;'� 4f'E k t . ..
, �t�s� Contract are����property of City, and may be�used by City. City shall
�,�',� `all intellectual prt���t'ty rights including, but not limited to, copyright and
t���'�nt rights, in said�do���ents, computer media, and other materials provided by�
�,�,x���� � �
E=���nsultant. CiCy shall�t����ase, defend, indemnify and hold harmless Consultant�
���n all clairns, costs, expenses,damage�or liability arising out of or resulting from
��x
'��',s use or modification �of any reports, data, documents, drawings,
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sp�����+��t�or�� ,�;�� other ws���,:���aduct prepaY-ed by Consultant, except for use by
� a �,Fj �trls,t , +
City�������f���ron�����l��t����"��roject for which such items were prepared.
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� K. Consultant, incluc�{��its employee�r���ents, and subconsultants, shall not maintain
or acquire�any dir����or indirect rn���t that conflicts with the�p�erformance�of this�
Contract. �Consut���t shall com���,`�vith a,��`���quirements of the Political Reform
Act (Government ����,, �t�$,���� �t sec��� ���� �t�ier laws relating to conflicts of
interest, including the`�`"�`������i� l� C�������a`n��t����� not make ar participate in a
decision made by City if�it is reas�����y foreseea��tl�hat�the decision may have�a
material effect on Consultant'st����'��irnic interest,t,�t��i 2) if�required by t�ie City
Attorney; Consultant shall fil�������al disclosur,��t���ins w���the City Clerk.
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SECTION 5. INSURANCE
A. �Unless�modified in writing�by�City'�s �isk Manager,�Consultant�shall maintain the
following noted insurance during the duration of the Contract:
Coverage Required Not Required
Commercial General Liability X
Comprehensive Vehicle Liability X
Workers' Compensation and Employers' Liability X
Professional Liability(ErX��� �d Omissions) X
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;4, ,�''}{ ,���� � � 5�'`i�'j� t (Place an"x"in the appropriate box)
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B ���;���ge shall be at le��t�s broad as:
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�,"}�,4�{ Insurance Servz� ft 'Office form number CG-0001, Commercial General
t��'� Liability Insurar���;� rn an amount not less than $�1,000,000�per occurrence�
f��}z;r�� �and $2,000,000 eneral a re ate for bodil in'ur ersonaI in�ur and
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rt�f� property damage,
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�2. �������}e �,,ht����s'� �`��'�"�;� form �numb�er CA-0001 (Ed. 1/87),
� �Comprehen��'��`���;Automobi��tt',�iability� Insurance, which provides for total
limits of�,���`��less than $1'����'ODD combined s�ingle limits per �accident
applicabl���all owned, nt����'�vned a�d hired vehicles;
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ixi ta�t . � itlt ,fi�t t i
3: Statutory Wt���`���� £3`�'���;nsat�,��`�`��'��C`��� by the Labor Code of the State
a i� r�t,.rrr�� � i�§�li�i'�° x° tt
��of California anc��i��Sloyers ������ity Ins�,��ce in an amount not less than�
�$1�,000,000 per �occurren��`���,`'r��� Both the ,; t��orkers' Compensation and
Employers'� Liability t����'����s� shall co����� th� �insurer's waiver �of�
�subrogation in favq���r����' ��'��, its elec��,�t`�ffici���,,z�officers, employees,
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agents and v�lunt������� '�',t'�i �t� � « '�`4t� ��" r''1;}��
„x"� } ti z �t��; t , t t3 .�F
�" tii)��,xyi,t;,,�{'U� . � � ��
4. Professional Liability (Errors and Omissions��t�f{�;�isurance, t��ropriate to
. . � � t s� �� � s,, .
�Consultant's profession, aga�nst loss du� �� err�� ,������rl�iission or
� � , tt�� f �
�malpractice in an amount not less than $��,OQ���4��t�1,,`,f��.t,����"
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5: The City does not accept insura������������es or endorsements with the
�wording� "but only �in the���vent of�a''�i�'amed �insured's sole negligence" or .
any other verbiage limiting the insured's insurance responsibility.
C. Any deductibles or self-insured retentians must be declared to and approved by
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 elected officials,
officers, employees, agents and volunteers; or the Consultant shall procure a bond
guaranteeing payment of losses and related investigations, claims administration
and defense expenses.
5
D. The General Liability shall contain or be endorsed to contain the following
provisions:
1. City, its elected officials, officers, emplayees, and agents are to be covered
as additional insured as respects liability arising out of work or operations
performed by or on behalf of Consultant; premises owned, leased or used
by Consultant; or automobiles owned, leased, hired or borrowed by
Consultant. The coverage shall contain no special limitations on the scope
of protection afforded to City, its elected officials, officers, employees,
agents and volunteers.
2: The insurance coverage of Consultant shall be primary insurance as
����������4`,,'����'�{ its elected �of�icials, officers, e�nployees, agents �nd
, t, r ti
,j,,����'�i`teers ����insurance or self-insurance maintained by City, its elected
f+r }i t'r�r't a
,ts�' �t �fficials, offic't�`��r�mployees� agents and volunteers, shall be in excess of
�,�`t���3��'' �ConsultanYs ms�`;��ace and sha11 not contribute with it�.
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`t��, Coverage shall ���;�� that the insurance of Consultanfi shall apply separately
I
��,tj�{���, to each insured against whom claim is made or suit is brought, except with�
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� x;�,���`� , respect to the lirnits of the insurer's�li�ability,
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J��;��� �}�t���an��t�����+�`���a�ed by this Contract shaIl be endorsed to state
that covera�,��t`��a�ll not be't��`�celed except after thirty (30) calendar days'�
�prior writt����otice�has bee��'tj�ven to City.� In �addition, Consultant agrees�
that it�sha�i���"�t reduce its c}�'��age or limits�t�n any such policy except�after
�thirty(30) ����ndar days'��►�'�''r writt�7 .��ohce has been given to�City.
tt�}fj �y �{;�s I�� f�ttj��
�,i�`�zr rt t�i�;ft''�"� 4{f5u�z�yS�rt�i��{�� ftt e
E. Insurance is to be plac���'�,������surex�{{�'���"a c�t����A.M.Best s rating of no less
than A-VII. �
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F. Consultant sha�l designate t�`i�,��'�'�� of� Reddm�����` � C���tficate Holder�� of the�
insurance. Consultant sha��'t��'iisn`,s�,�t� with ���i��'cates�������nsurance and�original
�endorsements effecting t��t='coverag��},>��������"`�y thi�1����use�. Certificates and
��,,., �
endorsements shall be furnished to: s�C Manage�,�;�t Department, City of
��t� ,
Redding, 777 Cypress Avenue, Redding, CA 9����1 The �,���'�`��cates� and
��t } � 1�� ��t,>>�
endorsements for each insurance�policy are to be�si�;�,`��� b� �r���"����authorized by
��the insurer to bind coverage on its behalf .,All end��������t��`�e to be received and
�approved by the City's Risk Manager �'��;,�q���������rimencement of contracted
services. City may withhold payments �t��������i�tant if adequate certificates of
insurance and endorsements required have not been provided, or not been provided
in a timely manner.
G: The requirements as to the types and limits of insurance coverage to be maintained
by Consultant as required by Section 5� of fhis Contract, �and any approval of said
insurance by City, are not intended to and will not in any manner limit or qualify
the� liabilities and obligations otherwise assumed by��Consultant pursuant to this
Contract, including, without limitation,provisions concerning indemnification.
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H. If any policy of insurance required by this Section is a "claims made'' policy,
pursuant to Code of Civil Procedure § 342 and Government Code § 945.6,
Consultant shall keep said insurance in effect for a period of eighteen (18)months
after the termination of this Contract.
I. If any damage, including death, personal injury or property damage, occurs in
connection with the performance of this Contract, Consultant shall immediately
notify City's Risk Manager by telephone at (530) 225-4068. No later than three
(3) calendar days after the event, Consultant shall submit a written report to City's
Risk Manager containing the following information, as applicable: 1) name and
address of injured or deceased person(s); 2) name and address of witnesses; 3)
name and address of Consultant's insurance company; and 4) a detailed
description of the damage and whether any City property was involved.
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SECTION 6. ;t` �,_����'��'l��'�'�;���,
TION AND HOLD HARMLESS
{'_�` �f ' =;`�`t�';�
tiY �#�� ��
1{$� 1<3 t{tl 2j .
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A �,$��`ier than in the perfo,��nce of professional services by a design professional,
���iich is addressed sol�����'by subdivision (A) �of this Section, and to the fullest
`�}��;�ent permitted by law,`�Consultant shall indemnify protect, defend and hold
����aless, City, its elected officials, officers, employees, and agents, and each and
t:':��r �t
e��� �a�� �zf�;�'�m, frorr� ,������inst all actions, damages, costs, liability, claims,
losses,���������'`f�nd ���������t���Z��cling, but not limited Co, reasonable�artorney's
�fees o�f the City Atr����:�y or�legaf'���ansel retained by City, expert fees, litigation
�cost�, and invesh��'���n costs) of e����type and description to which any ar all of
�� r� � ��rr �
them rnay be sub�����ed arising ou�t��,��claims brought by third parties by re�a�on�of
the p�erforrnance ��7�he servrce�,��`���u-ed �yi��er this� Contract by �Consultant i�s
� ft � l� ss
officers, employees�if��������r`�i�,�'��e pe,���,����� of professional services under
,4 f� ; � � t �,fr , ,��,
this Contract, except`��,����;1��bilit���,?���s c�i���`�� the sole negligence, active�
�#'f,�sr.i ;��+,
negligence or misconduct�of the C����$�„ , ;ftr��j
t $f}tt,f };j £
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B��. The� Consultant's obligation ��t����'�d indemm��{�d hok����iarmless sha11 not�be��
, �
Eftt�t �.f� ssts�t7. rx
excused because of the Cc�J���ant�����a�ab�lity���'l���lluatetr�����lity. The Consult�nt�
shall respond within thir���`(30) c��t�t���,����s�' to th�t����ider of any claim for�
" �defense��and indemnity by the City, unless'�his�time 1��,��een extended in writing�
by the �City. If the Consultant fail�s to� accept or re����� a tend�;t��fi��={��fense and�
indemnity in�writing�delivered to��City within thirty ����`� c���"`�,�r�ys, in addition�
to any other remedy authorized by 1aw, th� City rn��j'�,`��,$�}`���f such funds the�City
reasonably considers necessary for its d�f�����{���`�,����rnnity until disposition has�
been made of the claim or until the Co�`������```�accepts or rejects the tender of
defense in writing delivered to the City, whichever occurs first. This subdivision
shall not be construed to excuse the prompt and continued performance of the
duties required of Consultant herein.
C. The obligation to indemnify, protect, defend, and hold harmless set forth in this
Section applies to all claims and liability regardless of whether any insurance
policies are applicable. The policy limits of said insurance policies do not act as a
limitation upon the amount of indemnification to be provided by Contractor.
7
D. City shall have the right to approve or disapprove the legal counsel retained by
Consultant pursuant to this Section to represent City's interests. City shall be
reimbursed for all costs and attorney's fees incurred by City in enforcing the
�obligations set forth in this Section.
SECTION 7. CONTRACT INTERPRETATION,VENUE AND ATTORNEY FEES
A. This Contract shall be deemed to have been entered into in Redding, California.
All questions regarding the validity, interpretation or performance of any of its
terrns ar of any rights� or obligations �of the parties to this Contract shall be
governed by California law. If any claim, at law or otherwise, is made by either
party to this Contract, the prevailing party shall be entitlec� to its costs and
reasona�l���;�`����`�'� fees.
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B T��;�'{��icument, inclu�����all exhibits, contains the entire agreement between the
�{��ir�s �and supersedes ���tever oral or written�understanding each may�have had
'tr � ` ��
�ra}������r to�the�execution�o���Y��Contract. This�Contract shall not be�altered, amended
,����` modified �except b�,��'�4°�`writing signed by City �and Consultant�. No verbal
�,���'�eement or conversation with any official, officer, agent or employee �of�City,
�����r before,�during or after the execution of this Contract, shall affect or modify�
ar��;`�„���t t�4-��t or cond��������ntained�in this Contract, nor shall any such verbal
v�1 , },f .� ,j <r i t t� �� �
agree����,,�r��'�x+�;onv�r���t��t����t�;le Consultant to any addition�l payment
j�t
�whatsoever under t����ms of this z��ntract.
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C. No covenant or �����iition to be p��`��i-med by Consultant under this Contract can
t4 i 1�(
be waived excepti,�`� the wntte�,',;���sent ��'s�ity Forbearance or indulgence by
�
City in any regarcf�����sa���"��all n��'�����te a waiver of the covenant �or
t ��f�Ytr�}�.f����� ?t ���t7� i� t {jf,,�i�
condition in questiori�. ��f<<«�t � perfo;���i�� b}�"�����sultant� �of said covenant� �or
�� �condition is complete, City shall b�`�'���led to invo���,�ny remet�y�available�to City
� ��
under this�Contract or by law o�,����t�'�iity despite s���orbearance or indulgence.
,� � t �t
, ��pt ��c�� �sl��l��tjs' i�`�s �.
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D. If any portion of� this �,����ct `���t,the a��t��,���,��'on tl����f �to any person of�
circumstance shall be inv����{�'or unef����������t���i'.,any e���i�, the remainder of this
x,y..
� sn.�t . , ,t,.
Contract shall not�be�affected thereby anc��s�all be enf��°�ed to the greatest extent�
permitted by law, t'��'f`t {i �'
�, ,�� 7 �r�...�..
(�t�;ti �,�},���t}t �' �t c��,
t it{ }t �t i tt�;�
�E�.� The headings� in this Contract are� insert�d for c��������'��;"'�only and ��shall not ��
constitute a part hereof. A waiver of an�f������;'�'�`����`r��ovision�or a breach of this�
Contract must be provided in writing, and`���f�'��t�t be construed�as�a waiver of any
other provision or any succeeding breach of the same or any ather provisions
herein.
F: Each Party hereto declares and represents that in entering into this Contract, it has
relied and is relying solely upon its own judgment, belief and knowledge of the
nature, extent; effect and consequence relating thereta. Each Party further declares
and represents that this Contract is made without reliance upon any statement or
representation not contained herein of any ather Party or any representative, agenY
or attorney of the other Party. The Parties agree that they are aware that they have
8
the right to be advised by counsel with respect to the negotiations, terms, and
conditions of this Contract and that the decision of whether or not to seek the
advice of counsel� with respect to this Contract is a decision which is the sole�
responsibility of each of the Parties. Accordingly, no party shall be deemed to
have been the drafter hereof, and the principle of law set forth in Civil Code §
1654 that contracts are construed against the drafter shall not apply.
G. Each af the Parties hereto hereby irrevocably waives any and all right to trial $y
jury in any action, proceeding, claim or counterclaim, whether in contract or tort,
at law��or in equity, arising out of or in any way related to this Agreement or the� �
transactions contemplated hereby. Each Party further waives any right to
consolidate any action which a jury trial has been waived with any other action in
�
which a�����'���`��not�be�or has not been waived.
}{��tf:r�i.tv,rj .. �sr�s}�1t'�ii
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H Inif�,�;��j��vent of a cor"t`�'��� between the term and conditions of the body of this
���'��act and those of����,+�exhibit or attachment hereto, the terms and conditions�
rj�����forth in the body of������Contract proper shall prevail. In the event of a conflict�
r��,tween the terms anc�t t��rnditions of any two or more exhibits or attachments
� , �, ,,nz
';��'��eto, those prepared by�ity shall prevail over those prepared by Consultant.
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SECTION 8. '}� fix t��„�U�3�„���1L 1„j
iti..it��tt;t�� t t7ti t����rt t7ls��{.3i� �t` f�rr� �� j si
ro1r.�r.s#t„ ���i p t �' �� tJtf I§tI
The provisions set forth zc�'��ctions 3 t��gh 7, inclusive, of this Contract shall survive
,t
termination of tke Cont����'�� � �t
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SECTION 9. COMPLI��+CE WITI� }`���VS �>` �1DISCRIMINATION
�
t i , � t{;s �. �k��Yi4j 4i s{r'f
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A. Consultant shall comp������:��`���1'� appil���'�����'�aw`�;;,�i'�mances�and codes��of federal,
state and local governments. t� ',t,t� '�,�,�,�
�7 ty�r`ti�S' �i�� '�
� � $t�
B. In the performance of this �C��to{����jConsultant ��,���{not ����riminate against any
employee or applicant fo����; �� y��t b�ecau��!��``race, �t���r, ancestry, national
� origin, _religious creed, s�; sexua�t����������i, disa�����, �age, marital status,
�,�;�Jt� ,t,.
political affiliation, or mernbership or''°non-membe ��� in any organization.
Consultiant shall take�affirmative action to�ensure app,��� ��ts are ez���'���d and that�
employees�are treated�during their employment witl����re���'����t�eir race, color,
ancestry, national origin, religious creed,,�sex, �sex���,t�����`�`�ion, disability, age,
marital �status, political affiliation, or ������;����}�i�r"non-mem�ership �in any
,,,� � r„
organiaarion. Such actions shall include;�`�j������`��iot be limited to, the following:
employment, upgrading, demotion or transfer, recruitment or recruitment
advertising; layoff or termination, rates of pay or other forms of compensation and
selection for training.
SECTION 10. REPRESENTATIVES
A. City's representative for this Contract is Lisa Bryan, telephone number (530) 339-
7257, fax number (530) 339-7299. All of Consultant's questions pertaining to this
9
Contract shall be referred to the above-named person, or to the representative's
designee.
B. ConsultanYs representative for this Contract is Scott Radzak, telephone number
, (320) 247-92�2, e-mail address; scott.radzak�faneuiLcom All of City's questions
pertaining to this Contract shall be referred to the above-narnedperson.
C: The representatives set forth herein shall have authority to give all notices required
herein.
�SECTION 11. ��NOTICES� �
A. All not����t{{,;�������s, demands and other communicatians hereunder shall be
deet�����`�����n or��'�{ �� ��n writing signed by an authorized representative of the�
s�������t"�may be othe�t;`�,'��an the representatives referred to in Section 10) and�
j�`����ered by facsimile,',t�`�s��kh a hard copy mailed first class, postage prepaid; or
���n sent by a courier��`t�express�service guaranteeing overnight delivery to the�
t�;�eiving party, addres����=�o the respective parties as follnws:
� �,
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ttUxt
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���'r� To Consultant:
To City ���1 �
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'�?t� � t : i;ti� � 7�" r}tiF t
�.1S8 BT'ySll s(r � r' `�r� t 7 'sCt tr �lr'�4yr; it ` � F'a110L111, 1riG.
�
tfyt� ij.at��.ri tt. � Jt�E��tf,s } t� r �
3611 Avtech Pkwy t�� ��»��� � �`; ,,,�_`� �t„���1ttn. Anna Van Buren, President&CEO
Reddin CA 96002 ���'$��'`� ���;�aton St, Suite 1�002
g� ks
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f4{5t4#},i;'} {'���,�mpton, VA 23669
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, � �f ir r�
�r ��� � ���°With����S�y to
11��h}�t4r� ;;( �4t��`�}ii rJtt�t� �+ 4
'.;r � it�� i rk 7—� �`tj ? '��e
ti...i � iiG�,���i,,��'�;;���t}�
tt ri}��- � t �Y cx
}��`�"' s�{ Stt�= �;il l
�Jt�,���. General ���;�nsel
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r�{ k�`i�`'�3tOIl�St;�SUI`��r�����2
�
�r�",'tt"���'�ampton, V��`',��'x669 ��
�:�,.,., �. ,
�
.. .. ..... ......... i s lit i r{S f `�fi� '. .: ....... ....... ....... �
�}�i � �3t{ f�tfit��t�iffl" $� ����s
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B�. Either p�arty may change t�,�'�address ��a�`���,�����t�poses e��3�'��7s paragraph by giving
�written notice of such change to the other party in t�� �`nanner prouided in this�
SeCt10I1. {rt}z{ ( '}i sr{d,',
rG;s' rt����ts �
C. Notice� shall be deemed effective upon: 1) p��rsona�;��`���'v����t,������'��calendar�days�
after mailing��or transmission by�facsirmle��whiche�,��,�;�����tr.
, ��
s' �
� �r�stta 7d �S }tti�;^'.,
}fi3t��J?i�s ��r� �ttt :,t#
SECTION 12. AUTHORITY TO CONTRACT` } t�'
A: Each of the undersigned signatories hereby represents and warrants that they are
authorized to execute this Contract on behalf of the respective parties to this
Contract; that��they have �full right, power and lawful authoritq to undertake all
' abligations as provided in this Contract; and that the execution, performance and
delivery of this Contract by said signatories has been fully authorized by all
requisite actions on the part of the respective parties to this Contract.
10
B. When the Mayor is signatory to this Contract, the City Manager and/or the
Department Director having direct responsibility for managing the services
provided herein shall have authority to execute any amendment to this Contract
which does not increase the amount of compensation allowable to Consultant or
otherwise substantially change the scope of the services provided herein.
SECTION 13. DATE OF CONTRACT
The date of this Contract shall be the date it is signed by City.
IN WITNESS WHEREOF, City and Consultant have executed this Contract on the days and
year set forth below:
z��� ����
G y ff;�r fb �
z''�� >}i '" "`'����_'�{ '`� 4 CITY�OF�REDDING,
ti t4 }t r�F " t{�{ st� ..
�r���tr i 7 �t �t A MU111C1p`dl COY'�101"d�lbYl
n f ta<� �4 S i .
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pf ri�f i z��tJ1, � .
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D"�t�ll• . 1(r.�ti �. J� � 2�� Sj 7�tt.}f � � < ... ... . . .
� �`��� ��f "� By: Adam McElvain, Mayor
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���`��";`���'��� ,$ �x � t� �>' `t'`'��4' � APPROVED�ASTO��'ORM�:�
ATTEST: `� s��,�.vt�=� � l,tr:�� � �tr;t � ti; �,r , s, �
z3 t f � � �
��„ t,.� z,�}' ��,��_
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{���t� z"����� `��tr
x r,t� `�r'�,�>BARRY E.DeWALT
5 t�,�� �i7 ,:
'�{t `�`� 'i City Attorney
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Tax ID No.: 04 3253864
11
ExhibitA•
FANEUIL STATEMENT OF WORK FOR CITY OF REDDINGMUNICIPAL UTILITIES
CALL CENTER SERVICES
Scope of Services: Faneuil Inc. (herein "Supplier") shall take inbound customer telephone calls from
City of Redding customers and staf£ The calls shall consist of, but not be limited to customer
transactions relatin� to t11e billing, payment and �colle�tions, and service change requests for the
electric,water,wastewater and garbage services provided by the City of Redding.
Supplier will provide comprehensive inanagement services to include tlle necessary labor, equipment
and all other related staff and materials required to perform each of the services �as set forth in this�
�Statement of Work ' ``
tj �y}S{�f k�t {{Jt{z�
r� f��4 i 7�'�f`�'$�,�ti t�s 3a
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The team for ca��������ttrr`r'ie will be sup����d by a mutually agreed upon number of dedicated Customer
Service Repre���`�`��ves (CSRs). These'���s will be lured�and trained in general contact center skills,
including sof�,�����s (etiquette, effective����'�ning, soothing�apset custorners, processing emergency and
urgent calls,};������along with the polic���s,`�rocedures and guidelines required for handling customer
inquiries. T���;�arties �shall base their`'��eadcount �decisions on all commercially relevant� business�
factors, inclu����� but not limited to, forecasted call volume, call arrival patterns and performance
��a�,t
metrics�such as����ce 1eve1, occupancy and abandonment�rates.
`i �' �' `�S
�� �� � '�'�: i`���l���jf �itt rtt l�t f�S��7t �a�t
Projected Staffing�;��`���z�J'�r`�� da�t,��f����g'��`���iwill start at the beginning of each month to
forecast the resources required for�������`rvices 90 c�����an advance,allowing Supplier sufficient time�to
react to�resource increases or dec�t��,��s as appropnat��� 1,
s��; �,1��
�. JF}7f#£ iS4if
Implicit within the Forecasting Pr���s rs Supplie�°,�,��ility to��ndle a 5%increase or decrease in actual
call volumes to forecasted on a�mo`���basis�����a��the��,��ent of flexible workfarce scheduling
,,tt{£ljfi,. a }t t t t �F j 7j
arrangements�, If actual call volumes`����������'���ived��i����������erating hours�are�outside the 5%0
variance to�forecasted, Supplier will be reheved from;���i�ving the�C����ct Handling Service Levels�set
forth in the�Service Level Agreements—Table 1,���`-�����use re�sonal���,��fforts to achieve�those service�
�0V01S. i���ft�ir�a jt�rSt;`�;'
� � � � '� t tt t��j�`�j�t '���
"�� �s i i , ii� �
Supplier will be responsible for creating t��4����'arri���,���reca��{��tz���'}inbou�t�"�a11 channels to be used
to establish a 90�-day rolling forecast. The�"�ecast wil������4����'��viewed,���'agreed upon by both
. . . �
parties every 30 days and no later than 21 days pr�or to the upcommg mon y'z��ur� {}
�j�} ��+ ��4 {yt}�.xY.,>
Location of Supplier�Call�Center:Services will�be��based out of the S�t'���ier�����"��t����t`�oca�ed�at 505�
Broadway, Scottsbluff, Nebraska. Supplier shall not provide servic���,`��r�,���i�r Supplier locations�
without prior approval from City �of Redding, except fo�,���]����i���,��Y`�as necessary for out�ges,
�heavy call volumes and services provided outside of the not���"���°�`�ing hours.
Technology Responsibilities of the Parties:
i. Technologyzo$eProvidedb��Supplier
• Local Network Equipment
• Cisco UCCE ACD call platfarm
• Agent desktop and network circuits
• Security System
• Cabling(voice and data)
• LAN Eqaipment
+ AD Servers and CSR Computers
12
• Operating Software
• Voice and data circuits
• PCI Compliant Call recording software
• IVR Platform for both call handling and Automated Payment Processing
•� Telephone number(s)�far calls to route from City of�Redding
ii. �T"echnical Reguirements for Supplier
• Provide dual screens for CSRs,with one being a minimum of 24"
• ` Provide capability for a backup Internet connection in the event of the failure of the primary
` circuit
iii. Citv ofReddinQ Responsibilities
• Deliver calls;��{����1����r's ACD via a dedicated connection between Supplier and City af
� s� r ,,t ;, , Y,�
Reddin� �� y;���stxr� J r
�� � . � t�`�`� _ . .
• Provj,�f�,�,t���'maintam al��+��ured CRM systems to support CSR interactions�with�City of
z
Re�����'�customers `x't��,�,
tff ji�y�sV� 2�71i�}{..
Reporting R���irements: The suppliet�`��',�elephony infrastructure shall provide numerous statistical
4yt
reporting ca�`���ities for iteins such�as�+�"��ived calls,length of calls,speed�of answer,calls abandoned,
service level,'�����transferred,�etc. �
�'i'r'�t't�}
7'17e Supplier agi{���1;�� ��pv���,�ity of������� with access to Supplier's reporting system and view
'��' trt tiit t� 4�f t�S��t 4t t7t t
access to the real ft��,���#,�t���j�e ac,t�����`>>��������� shall report performance metrics on an agreed�
�� t};=�� r�,�,�{ a
tiineline in an�agreed upon format,�����`�than on���thly basis.
�,(�}t�, r
47 4t t � �j{�
Hours�of Operation: The��manda��hours�for dail��t��erations are Monday through�Friday from $:00��
a.m. to 5:00 p.m. (PT)�that City o�'���ddmg is oper�t��';;��e pub����wrth the exception of being closed all
�major holidays observed by City �r�eddmg �����G,��cur o�`�,t�nrmally occurring business day or as�
b „ � '{� �t� f< ,� f
ObSeI`VeCl aS CIe�11eC1 belOW. � ��)�� t i �{i���i�y x r �rt Y7;t,`t�}it�t t�k r z
{�,nst��.'f 4f {� � �'Sf;
�The�City�of Redding is closed 9�%z�days per�year in���{���nition�of"fix�����*�Holidays: January 1 st�(New�
�Year's Day)�,Martin Luther King Jr. Day(3rd M�����in January), Pz�����ent's Day(3rd Monday in
�February),�Memorial Day(last Monday in M�,�����������}th (Indepen���Day�,�{�bor Day(1 st Monday��
in SeptemUer),Thanksgiving Day(last Th����'`in T���ember) ��i���after���ilcsgiving,D�cember
i t�l �t t� t t.s, {if{�f
��. �� � y s '��$ t#
24th Close�(,�/noon December�25th Ch�i��I�'nas Da`7 "�ff�t � �{�l ���t � ��, ����
� �`/ �f ( �"�' J 2{� ! �1.'3£ `� t f 4
7i131
*"Fixed" Holidays�that fall on a Saturday��or�Sunclay would be�observed o�t,��te preced���{'�;��iay or
��followingMonday. r t t�t r}4�tt �.�
1 7 }i
t£11�i t ti�4{t}}.�j�,v�'
;4} t��f�3i�{ti+�t�, {
By October 31 annually,City of Redding will confirm the`�t{S��ed"I��a�`�����.,'���edule for the following
year. u�yr��{� � 'tt�'r��°``�
,,,r,�..t{=� �
Training: The Supplier will utilize establislled coinprehensive training program in conjunction with
input from City of Redding that adequately prepares new CSRs to kandle customer inquiries. The
� �training program will include classroom style training, on the j�ob� training and peer review. �The��
Supplier's training will focus on City of Redding's mission, goal and specific policies and infonnation
required to answer City of Redding customer�questions and inquiries, as well as�procedures to complete�
transactions accurately within the City of Redding's CRM systems.
�Supplier�will utilize an�established process,mutually agreed upon�by Supplier�and City�of R�dding, ta
provide training on policy/procedure changes and updates ro CSRs on a regular basis.
13
City of Redding will be responsible for communicating in writing and ensuring understanding of any
changes to its policies;procedures and guidelines with the Supplier training staff.
Supplier will provide a non=dedicated training resource who will work with the City of Redding on
change to training content and communication of changes to CSRs. This training resource will also be
responsible for any new hire training.
City of Redding will provide a policy, procedure and training manual to be used for new hire training
and by CSRs handling customer inquiries. Supplier and City of Redding will be mutually responsible
far maintaining the accuracy of the manual.
Quality Assurance: Supplier will utilize mutually agreed upon establislred Quality Assurance program
� , tt
designed to monitor, rr������;��,� „��� and report levels of performance within each area of operations.
The plan will foc�,`���,.��d�iry �3���[��g; quality assurance, quality control and continudus quality
improvement to����`���that City of I����g�qualiry of standards are satisfied far on-going�opzrations,
�,t
„
and to ensure tk�������tomer experience n��t���desired standards.
�; { ,
(si�i`iv tsi�i{.
{ t�,js t,4�
Supplier wilift}t�`'�vide a non=dedicated'��lrty assurance resource who wi11 work with the Ciry of
� Redding�on t��`'�uality��assurance prograri^�`�nd manage changes to�the process.
S a���7t
Supplier will s��`�r��le ca11 calibration sessions with City ofRedding on an agreed upon schedule, at a
�minimurn of two����i,�� �����th I����������� calibration sessions individual CSR calls wi11 be��
�� } l l j�§ l#t t4 �tti
, ts {ev tt r s z cf�x� f� �
�reviewed�and scored����`�����ty , +}r,,, {_ ,
<�
� ' ,�� �� t�#�t
t��
ts �,�� ,f� �
Supplier will �utilize���inutually �ag�����upon���stabhs�� f��{ C�uality Assurance scoring form that��utilizes�
�standard� �Supplier quality monit�t'a�g practices an��`��ocesses Fonn can be modified in fature by
�mutual�agreement��between Suppli'��`r�nd City�of R���g �At�r����y�znent 1: QSDD�program�.)
iS�4tkt�t{r�� r: t�E�� it�� ��� j. itl#��l �{ .
Supplier will independently review ari�`���'�''�,�c'riminui�r�`f���#'C����`'��;�r CSR,per month. These calls
�will be separate�from any calls reviewed�during the;i�����a�ion sesstt��� The respective scores��from
,, �
�these calls will be reported�during the monthly 0������'�ns call. `,�`,�r�
, { �� t ���{
�{t{ }`';� ' ``'` �
Supplier shall record 100% of calls in a PG�'��`�pl'���t rnanner a�;"���r�h re �' sha11 be retained for
.f7Ve�15�Ye�ll'S. {4 s F�r}�4 '?1r r t �2}s ;� t�'s t{;��„�,�'�.� ��a# t.�
;�s"' r it tt �t 1 s act- r
:
1 r}� t�z r, .r}�+;
�F��4t�e t:,,ti' {�rtY 1
Supplier shall provide the ability for two City ofRedding staff to remotel}�$���ess the call x��ordings.
i(� f �
�# ti4 ytjt i il�ft f#�
{.r.+°
Change Management Process: Any material changes to the scope �r�`�er���,{��,,,����``SOW shall be
�agreed to in writing by�the parties. If�either party beheves a<<�roposec����������i� changes rises to the��
�level of requiring a written change�order as contemplated�����y�����jx���'f��shall make the�request�for�
�adherence to this section. At that time, the parties shall neg��������`�"good faith to complete the change�
order.
IVR System: `Supplier will provide a PCI compliant IVR system to handle specified customer
�inquiries, including the�ability�for�custoiners�to make�payments �that will be reflected real-tirne�within
the City of Redding CRM systems.
Other Supplier Requirernents:
• Provide language interpreter services for customer calls received from"non-English speaking
customers.
14
• � Make available a non-dedicated project leader to act�as�a liaison to�City of Redding�during�set- �
up of operations.
• Develop a staffing plan to ensure that sufficient resaurces are available for normal business
operations.
• Establish a call escalation process for complex or unknown issues received.
•� Initiate outbound follow-up calls to�customers�as�needed.
• Capture and track all customer contacts in the City of Redding suppli�d CRM
� Identify controllable and uncontrollable causes when performance targets are nof inet and take
actions to address controllable causes.
• Assist in writing and updaring customer care scripts.
•� Establish�on-going performance review rneetings,including but not limited to mbnthry ���
Operations Review meetings and Quarterly Business Review meetings.
+�� Provide suffic����i�t��'�����nt staff to successfully execute the provisions of this�SOW.
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Other City of[��'��ing Requirements�', r 3�
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• Appr���ycustoiner care scripts
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•� Provi(��}�1�1 imt�al training materials�
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Attachment 1: QSDD Program
r
,�4Qoo E� C�SDD-City af Redding�2:2
I d w
°�� 5t �a� Call Quality Guidelines
c w �
<�apP�' Wdter �
The QualityStandards Definition Document �QSDD}aims to define a11 QA Contad
Genter parameters whenever QA Specialists/SupervisorslManagers monitor a call made
by our CSR.
Our City of Redding QA Call Monitoring form consists of 13 attributes which has
corresponding weight and values. The tot�l possihle poirrts earned by a CSR on a single
gvaluation is 100 points. The goal for each interaction is to be at 85%orgreater.
{��t �
{}i� t ��fft� ,it{ty}f� r
All monitoring res�I'������i����,�j;�t4°lo�and belowwill require coaching by the
Supervisor with�,����iness�days
�,�tlt,: `{
.t�'�f,� ��sTfi�i� �3
All monitorin�',,��i�lts with�a soore of�7�,��,prrd�below�wi�ll require�immediate�ooaching by
�the Superv����vithin 24hrs. The Qual��z�t�am will provide this notification to the
�
��Supen+isor ��'t��i �'{ {�;}��
�,7r r, y„
r ,
ti5 Y��'r
Quality moni��`,�isputes must be submitted to the Operations Manager within 72
,
business hour��;�'�he evaluat�An tawng plaoe Please refer to�Quality Dispute Process�-�
. Y
City�ar R�dding`�#rr `�r��'f��,$r'����x �{",z;t i�,,
�`tt$�t�'{��r� z��� ttkr�y)i��y.l7�r� til
� "��?t�„1„{�.i � t�.$��tir�FEtbt t � jl,:�t
Quality monitors will be evaluatec�}�s,�tii�ore than ����ess 3 days from the date of the
�
�ir�teraction with the customer. ��4 ,,t ��� G�,�,�,,
t 7ta k4 ;.'Sci 1tt`
The Quality Plan autlin�s additi}��I evaluation��'�'��ses ar�d expectations.
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� , .
EJ faneuit CSR QSDD�Ci1y of Redding�6272019 7 49 AM 1
lhis document contains confidential and propnetary information ior Faneuil employees only.
Anyone receiving this informadion and�iolatingthese provisions is punishable by la�+a.
18
�4p, r�a«��� C�SDD -�ity of Redding v2.2
c��� . Solid Waste
Stagm°�a;° Call Quality Guidelin�s
Q W <awate.
4��apP� WatB�
1.1 Gr��eting: ,
�
; Expvcta�tion:
CSRs are expecbed to pro�ide the proper opening on every call they take. This sets !
the tone of the call and leads to an excellent customer experience.
■ Is prepared and ready to take the call.
■ Answersthe call within 3 seconds(as soon as the call is presented),
■ CSR provides their firsiname, identifies the company's name (City of Redding) .
and ex�ress intentto help.
■4 �,�, ,�������P��is professional,friendly and not rushed�. �CSR�should sound alert,
,��,x,����1�"�C3tt`�'���stomer, upbeat, clear, and say greeting at an understandable rat2. .
C]pe ning { `��} CSR must b�,���pared to answerlgreetthe customer and notworking on a
'{i�{sj,r�� pf2VI0U5 CUStO�� 3CCOUY'tt.
71���;�ti . t}}rl{y.
�'�tf ,�'`.�� 1�Vh9n: During the op�*%��r�of the�call�.
' �{ ��, r��
��l l Suggested rrorbiag��js�r��`'hank you for caIling ihe G'ity of Reddm,q, �is is ,
f'1, �;'� How�m ay 1 hefp you�taa"ay?"
{
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a , z, ___--��
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`t't �� �QA�to�g Fully FA�sis�� , .____.----- ___
t �{ tx. 'i j�i�j�t��s��'1@fl �����p. . .,....— -_..,�.� - — ,
'rt�t � �t,r' t � ��,� d 2GT3�IOt15 3fB Rl2t.
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t t�s+ � s � __ ._�
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■ V����one or more a����able expectations are not met,
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I�Dfaneuil CS,R QSDDJ Ciiyof Redding�6/17C2�19 7:49 AM 2
This document conta�ns cvnfiden{ial and proprietary information for Faneuil employees only.
Anyone receiinng ihis informaf_ion arid�iolatmgthese provisions is punisfiable by IaMr:
yvaapo cler.ric ���� ��'� � �.6�iA111� ■�.L
Z��Solid Waste
� � O StormDrain Call Quaiity Guidelines
�� v wastewater
c4<.eoa� wacer
` 1.2 Verification: �
, ;
; Expecta�tion:
CSRs are required to make sure thatwe are disclosing account information to
appropriate member.
■ CSRs mustverify the customer's account infnrmation when ti�e customer has a
question or need perraining to an order or information on their account.
■ Authenticating an accountrequires the accourYtholderneme,whothfry are
speaking with(must be account holder or authorized third par�yy,last 4 digits of
�'M����q�l��curity number ofthe account holder or third-pariy caller. -
, i , ti
�{�`�� ��'{�����'�'��"�s and acoourrt phOn�number can then be proaCtively�v�rifi�ed.
,� � �11�„
� t
f �x o (�����e number tt�sey are�calling in from matches the phone number���n�
" l�t���,
�'tf�tf ' Cis��t��nesse, it�does notneed verified.
s t�j;=�v� � a For r����t call�rs{within 34 days), do not need�io verii�r mailing
{# }$x,, addr���4�ndlor phone number.Suggest�d script: "I see that you called
,�,,�' ,rece�N�{,x'are your mai(ing address and phone number still the same?"
,����;. �■� Com�mercial Acc��nts may verify Taoc I�instead of social security number.
'� lU� �•� ''ddhen a�custerner has general questions not pertaining m�an account or an order;
,i'}� the CSR does notneed to authenticthe caller.
{,
, �r t',
f
;� �`����F��'f���any inf����"������ � 9 9
ti z � t rovided re ardin an account:
�p����� tl�iS�?fzs' tif17 . ttzi t} st4.t#; It1�7���
�z#�U�r<�t�,..{., �!1 (�4 �� i�� )
it� '}�>r� F a?��}
3ugge�sxed ve���►: t'r �4
i �Ptf
■ "To fu�assrstyau ma��}°,��ease have your first ahd lastname?Thank you
Mr,/M'���, Co�����rau venfy the marling ac�'o'ress on the accaunt?;
fast fd�,��f SS�i`and Ph����
r---'--��_"— .. � —��'fi"��t .�yi�f . . . .. ...._._.._._..r...
�TQA o I og ' t���+�3�t"���4��,' ` � � Ft t,l, �
z s t � t s �1�r � —_�' �t � y I�
' When�����;���le exp��,�r�s'i�s are'� �
�■ When�the�customer h,���neral questia����otpertaining toan account or
- or�der(ope�rating ha �`�,`{ �' ' g ��,�`�c
� �rivin direction '
�� r fl
-���� � --- �� � ��
___
--- -—
QA to,I o:g Partially Mee� �,<,' ''t'�; �,��, f t, G ���
�.���� � _ .�����'����-- � ����- ;,�',,���-- �-�-- -- - _....:.:::(�
■ When acco�t���rr�ider�t��t�e and ���`����verifi���1�t not mailing address
andlor phc�'���t�umber''�t���i� �'r�,��`I� �r�5�'
�� � ,t .� , �{
---�:-��� -x-- �_. � ---�-5�-�-;�����.�. � � �_,.�, ,
,��_�QA.to log Auta'�Fatl: � � �,�,'���` � ��
�,�
� ■ When account�holder name and SSN were�fi��'�verified�r�����''�asclosing
BCCOUIIt IflfOffll8tl0f1. 1 it'tf {tg�i t}r4tiij`s frf�''`
■ When CSR discloses inform�atian��Co�an����'���,���''�r�rd parry andJor�
disclosed information to a wr���hg party���������i��uthenrtication t'ook pla�ce,
but caller did not match cus��`i��1�,����Y��'t�'i`nformation.
r �'�,�f',',=;{`''��`� �
,
,
• _� � � � �� _
. . . . ... _ • . •• K .��:
�faneuil CSR QSDD�Ciiyof R,edding�6272019 7 A9 AM 3
This document conla�ns confidential and proprietary infqrmation for Faneuil employees only.
� Anyone receiving tfiis inforrri�ion and violatmgthese pravisions.is punisfiatile by law.
� eo cler.ric LtQV�LJ��'�ity of�R�dding v2.�
�ez� 5olid bVasie
C��� St�orm�Drain. ��II G�ual�ity Guidelines ,
v W sta�waxer
�4naP�' Water
"' ' ... . _ � . . . . ... . ... .
� 1.3 Vlrllingness to�ssist: '
. � Expectation:
CSRs must demonstrate a willingness to assistthe customer to inst�ll confidence their
issue will be resolved.
■ CSR acknowledges concern by restating the reason forthe customer's call and
provides assurance utilizing affirmation sratement: "lwill behappyto assistyou
wi?h(insertreasonJ:�.
■ Provide confident statement of willingness to help;
t■�,',�"�'`��`'���tr should repeat back�hat they understand to provi�de�clari�r�as�neede�d�
, j
'tjlj} ���.{tr'���r�'�t�C`1'��"��+1���1`�'121r1t21'3G�101"1
i {
��R��n����� '�� ��'I�n:Atthe begm`�����f the interaction�andYh,rough�oatthe�interaction�as nee�ded.
,F rt4r
� � rj ���t�
}t�t� t��?� �})71t
�s,�����r`,� Suggestad verbiaga ���,'��
�i! {' ■ "1 wiIl6e ha����^a assrstyou wrth jcusiamer`s reguestJ."
�, ��,}, �■ "l�can i�ake���'ofihaf foryou�today. °
, z ��
�; ��� �■ "l�can��rakeaJookatthatfaryou."
"�' r`���t,fr -�-----��---•� --�-----
{�� j�,QA to Iog Fully Meeis . �� � —
�._._ �—. __ �
� � �enh all ����C��,f�d�ex ectations are met. �
�7��� { �t"r4t5a��tt!
. ,i 4��4}��t{ i� : �t ���tt.y si �j it p
�� �^W�
i ����„�log Q�s��'t M,seR '�����`� __�._._.�. �. _;. �_W,�
�
■ W,��R does not�i���,�'`ide assurance and willingness to assistthe
i,lt'f
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�9faneuil CSR QSDD�Ciiyoi Redding�6CL7C2019 7:49 AM 4
This document conia�ns confidential and proprietary information for Faneuil employees only.
Anyone receiiring this info�mation and�iolatmgthese provisions is punisfiable by law'�
�.aeo t�a�:�,< C�SDD -�ity of Reciding v2.2
c�� �Solid Waste
� Sto�m°�a;° �all Quality Guideline�
P WeSteWater
��ppa� �Water
' . 2.1 Effedi�e Probing: �
� E�cpectatian: �
CSRs are expected to utilize effective questioning techniques to uncover the root cause '
fnr the customer's reason for calling.
■ Ask probing questions to clariiy and ensure understanding the customer's needs.
; ■ Probing questionsmust relate tr�thestatementprovided by the customer and
demonstrate the CSR was listening. -
■ Talk through the situation to bring out any addifional needs of the customer.
■ i ��5�����of open ended!closed�nded questions to determine reason for the `
j''r� � �
� ' lf������`ti'�i�f����{'���II information as needed. `
i`�j`����zt'��,Q{Jpl'O�Jrl2te��y`�����`i 3C�C�I�10113� C'�U25�lOt1S tO�fU���1 U�1�AfSt311i�'�th"I@�SI�U2�10�`l:
�4�`�t�t j�� The CSR shou¢��,j�r�t ask questions to the�customer that they are able�to�I�ocate�
r
{��j,��,�,t��"�� within�the systet����tools. Verification or�confirmation�would�bethe exception
,
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��� r �� ��i�.e.-Yo confirm`<���are looking at the correct account).
��t tj�s,' 41 t�}:
,
�'��s,`t' Wha�:�Nearthebe�i�h�F�fl�"goftheinteraction�andthroughoutthe��interactionwiththe
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��� ���{`1�, �� �customer as needed. ''�`
�,jt 2;
ts}�s
{, �� '����Sugge�Ced verbiage
� ��ia����L�O� '`t� �iti�i� �J �rrr����'�`l7C7`Er51�1}Gl`���`���U2S�3��L°2`�l �rQ`�f�CB��tQ��o^S�CyaU�BfEWL�Ue5t1017S:"
1,�[,`l��`�;t���`���'��nghtk��`����������v qUeSflonS��to undelSfand yaUr fegueSt bett�l?"
�,rz�� � � � �;
�� r ��t
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j. �–�QAto;��og���;�'�la�is'�� r��'�, -�`___— _�-----�
■ W ���II applicable ex ��ations are met.
� �
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L_. �g.�"��Y ����'---�'�-"7—' — f—____
■ Wher����t�,,u��r�'���h�rturnt���r'���,��;�w��eractiontobemoreefficientwith
s z�z �s� �� ,t � , tf ,� t
2�C'CIV�''��'�.,�,�y�k� l�#�s�f;���i„�4 :�i t itt
■ When the C5�`�used eff���`��questionin���;�hniques during portions of the
� ��call, but not throughoa������'i�'eeded. �''f;�f
, ff''' ��j�"�
tt I lt �
�._......�:.�..rQA'IO.�I'Og DOeS NO't M� ?t t''�t � tu4t ii' t ""� . . �
rv .
�- �a�t 3` -�t� � � �
When CSR d�,����e`�'P�,'��tively ask �t�����"ns. ',t�;t�`
■ WhenCSR����;�ound��'�`��,��h����������ner'scp���rn
■ �When CSR is��i��nable to d��i��,�,�,�"��'�rootcau?�'�'r�r�the call andlor mi�ssed
opportuniti�es tn discover needed information�'���"the customer
t
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_ -. . ,�- � - - .� -- �- -- .� ..- - _ , __ �__,,., . ..� _�
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�faneuil CSR QSDD�Ciiyof Redding�6CL7C2019 7 49 AM 5
This document conta�ns confidential and proprietary information for Faneuil employees only. '
_....
Anybnerecennngthisinform�ionarid�iolatingtheseprrniisionsispunisfiablehylavd: �
�4Qo ��eC:��� C�SDa -City of R�dding �2.2
��� � � Solid Wa,te �
4��� St��m°�a�° Call Quality Guidelin��
v Wastewatec
<�p0" Water
; 2.2 Prop�rly rese�rched aocvunt!Utiliz�tools and re�uroes: :
� _ Expecta�tian:
CSRs must review all accourrtlpremise information completely:
■ Demonstrate proficiency with all resources in researching questions and adhering
tn compliance expectations.
■ CSR reviews the customer's account and premise thoroughly to pro�ide all
� pertinent information.
■ Utilize systems,training manual(s�,job-aids,training tips, handouts„SharePoint,
� j ���`j�4�����e etc. to provide caller with accurate and complete information.
� ,����'`��k�`'���� } �1�,���us'tomers unspoken needs when appropriate.
�;� s
� �'�f,'�!t,.��'�CSR follow������opriate steps�l call flow�to assistthe customer
� ,��,���t�.4 r� �1�{ {
f�,t£1'# =�'�Nh�n:Throughoutth����eraction as r�e�ded.
z }
t
��� ' j4 4 5� . . ------ .
. , _� - �__..._.._. ,-r �.,.__"__._
� lr,' ;� ,.:QA�tn Iog,Fully '� __ _ �
�ne Ca I�,t'�I={ .��.�__.�.._..�. . { _.�_ - .���.�.��" -:____��
� � ■ When all'�:'�,�5ecfiations are met
t t�
�� r',�x ■ C�omplete and accurate informatiorr was relayed without needing to use
�$S��lJtl���,�,,r resources.
Y�;t�
t'>f'(�� !( . . . .
' ������ ������� � ---------_���_,:�:V...�._���._���
�, �� � � 1 .
� Partis�l �
�s}t}i�i� '� z �z 4+1,.�w�.� � y s{
'��„r,<<:•rf: ��'` �� he������+�v6ut not'�'t�s�,�pplicable resources were used,which led to
cu�f����'s concern ni��t��ing addressed as thoroughly�as possible.
■ Wk����SR is unable t�`���:ntiiy customer's unspoken needs.
'. }s j}a 1�tt ft .
Js ii � t
.�:r� ���
� _
�. QA 1'Oa;I O tk�l�!$ N Ot Me� jxr}s{�i` r� �
t ��'�,�
� ■ Wh�`��source�����` ot eff�r��f����used which led to ineffective delivery
of i nfe���i��'�"��1� �,,� , E�� ,1 r,
' � ; r, '� ` { � '{# , 5
�v f t� ;� 4 ) t�,t I�tt
� ■ When CS�'��1��'��`��not der�+��i��'ate a lev`�D�;�'�comfort�ith using res�ources�.
�' ,'�� 1�'_,
�__� �.�_..�_.,_._.. .-,_.._ _._ __ �--,___.._.._�..�..�.._.�.,__.�
,--r...�,_ !- ._...���.��J��.— ' S
Q,q�to Iog Secfion Fa�l (resu��4�����trmpa�t�j �
■ When CSR fails�,���,�"�II resources an�`;���ult co�rdd lead to to customer
�� ��
harm andlor il��t�s �e�� another de����i��'ent ��,�jf�
} �l,r�� � �� ,�.,. � �„
• .,.,i,,.�t.,1iJ \'tl > '.............. ?,t „.St}`M� ,t,},fit,,.„�
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�faneuil CSR QSDD�,Ciiyof Redding�6C27C1019 7 49 AM 6
Y ,.. .... 9 . �.,. p. .P g _ .p .n.., p..uil employees only.
This document conta�ns confidential and ro riet intormation for Fane
" An one recei�nn thi5inform�ion an
d violatin these rrnnsians is' uhisfiable tryiaw.
�a-o E� ��� QSDD -City of Redding v2.2
�y_ 5 Idw ,te
��Fi SL .o�a;° Call C�uality Guidelin�s
Q w taw t�.
<�<o�` Water
; 2.3 Prcavide Compl�te�nd aocur�t� informetion: ;
, Expec�a�tian:
CSRs must provide the most updated information based on training materials; GoR
guidelines andlor updates communicated�ia email by our Contact Center leaders.
7he CSR wilL
■ Answer all customer quesfions completely and accurately.
■ When multiple questions were asked,veriiy that all were answered.
■ ��,�m�,yt�et��}ccurate timeframes.
,
•���f3�����`����t�omer's understanding.
, 4 ;,��rt �rovide n�'���'�s� when applicable.
�,� ;, ta
y�f,},a� Discuss�all re��4��d�disclosures.
',n���,�,,<'� ■ Provides corre�`��lar inform�ti�on:
' �t� It}� f,
'` ,t " �s's
,3�t ;��
, �iJ '�
�{t �}{ En�rgy l�sistance: �s`t�c};'
��1r, 3 t'�.`�{�
� ,E ■ Discuss appropri�'te energy assistance programs giving all detafls for appli�ation.
�����, �n
l�r r��}, ' When appropriate, mention local churches"and other n�n-profit assistance
`��� � �organizations by name�. Do not mention specific churches.
4��1; tz
�.,�t t�t � s )�t �j t i t t
. ts �'ttatt�'yr s rr� �{4 r 4 i �rl 1}i;tS� i s
��C`k��,t���eymf�sM�'���ti���'�
■ Ad�ise of���f��h�e due date���'J��d att�empt to collect or make arrangements for full
��e ���� �account�,�l,�ce ���t£
■ Offer all'���ilable payment�}��i�gementand hold options tr�protectthe account.
�����utl�n ■ OfferP[��'�ndlorbudgetbi���'�oassistcustomer.
■� �Offerlat�����;waiverwhe{�����licable„'��r�
�■� P,dvise cu:����r of��`�����P ar��{,����s��tions as appropriate to make�
paymentba�'���{�������`ie�'s cc��i�����r�x;`���"€��mstances.
�
�b.��.,!, � �� � li�
t t f i i - x
I k 4 f
Connect�All!ReoonnectlTransi�`�`����conn�ctAll �i'�c�:
■ P,dvise�of other related s�,����t�is such as balar�`��j�due date�of charges, and
a� t �
C.�epOSlt 81TIOUfIj'S ,t�ti�r 'tt�1 ir Ij'�)' it 1
�■� Advise of all service�;�'�1�a�fl��at pr�mise#��" .�+',�inectl���'�"fer:
t li�t ��tir t �z t�ts)„ t
i t �} ,r � itl i � t' � it .
� ,r;,�.h.�' . �iy �rii��4:.3� 4{UZ�tl�f' � � rr�
VVharS:Throughoutthe ir�raction.� ,,,, ' ,�,€�j
<,
s,U�.�...�� }# Sr i�
5t 1317 t r
tt bt f 4,.1d }aa�
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it st7��ft Jlttij£ i�t�'i,<i"" �
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�3lfaneuil CSR QSDD�Ciiyof Redding�627C1019 7:49 AM 7
lY�is document contains confideniial and praprietary information forFaneuil employees only.
Anyone receiving this informatian and�iolatingthese provisions is punishable by lavd.
.�Ovv•+ao Electric ttQVDD -Gity of Redding �2.L
�� Solid bVaste
4
° � �°��m°f81° Call Quality Guideline�
�' v Wastewater
Cf<�pop� \Nete� �
2.3 Prarid�Complete anti aocurate ir�formation: conbnued '
_ .�___._.,�_-._ _..� . '
, �QA to log,Fully Me+et�s ,' . ��
..��..�.�,...�::.� ____ . . �
■ When all applicable expectations are met.
�QAto log Pat�ally Mee'ts . . , .
. � . 4
,
� ��L' . � � -'t � . ' ,� • ... . .
'..d._--.n..-�. . , ..v.�� .....L-..- Y�_...-.�..�y. ..._ � . +`J-.._..»---�..._.�....,.-.�.�.1
■ When non-critical information was not given,was incorrect or incomplete.
Examples:
o Late Charge waiverwas not offered,when applicable.
trt, `���,f�'���;';`''+� Energy Assistance�programs were notdiscussed in detail��.�
���t,t <f��,�Is �� s t
, �� y,_, ��� ,���not�off�r to take�a payment
,t.
t�r'�'r�t�v�� O t�'I���tf10��t�IVA C12W CUSLbI'f12C 3CCOUr1t�IlUfYlI�21':
�it� S 3r. i �
fa ,
�o H�i��r�of disconrrectlrecor�necticonnectwer�not dis�ussed,
,tt�tf��� o D���d explanation of charges billed was not provided.
�z1}'%� o R���ining balance due was�notgiven after processing a�payment'.�
� t
t�r,' �o [�i�,`�t bre�ak down balance into past due and current.
'��'�°� �o Did�not�review�premise notes with no impact�
'�$�{J , o Did not advise ofall services provided to returning
, i,t�i
�-:$ �r� �, � customerl�remise.
0��� ViJ�� � ; ttl� stt �f�.tt 'it
if t 1�y1 �,.{y�t�)t� j {,.i S�.. t� i2,t j
�_4 'i,<`_t{�<�4�,�0�1'1 4 ���,0C[��Ixy ..-.� ______ �"�' . � �
�eSd��UtlC��l�� . Wh����i�i'�cal informat���u'�tas not given,was incorrect or incomplete, but
- wo � �'���ot result in cust��(�r harm andlor interfiere with�another department.
Ex�`t��les� �t":
, � t,r �
s1 ,
�� �t All deposit+����?i�optior�����re not�discussed�.
,� ,�,� + ,�t
t��tr'��Qr��r������ice Prd�����+��re not offered:
,
o i> ����`t`,�;�,�*��w pre�tt���������'�i,���f�mpact.
� � t �
�o Infor�r-ri'ai�on was��'l��red in a m�����r that confused�the custor��r
ar compound��i'�"��issue �,��{r ,
�o Did not ad,;����t�¢{`services provid��`���new cusrtomerinew�premise:
�O D8pO51��r��:����`1'C`(11C01'I'8Ct ^tt;�ri t t{� ;`�`
r ,,� i r r}I � ,.' s r �
1 ft §£ � ft�i`,�$} �s}{ {
� t
.-_�—::_ ..� � .. .
{ QA to I og Sechort�'���res�f�s��r`�;�����ci) �s�i� .-- �_.._. --�
.�,_��.. __ �`r� zaz, --
■ � When crit�cal informati�on wa��i�'�'given was i�����ect or incomplete and �
t ,�
could or did resultin customer harm�andlor irf'��''�re with ans��hr���,
C'�2�J3��'f'1811t. tlr4t4f+tt {; ���t r t ��4}„
� � � ts t
EX3�'flp�@S: r)y��7�;� 3 t�l�tzl��s t{ tt,.� .
t} fi�, rl�t�st�tt .,�'
o ,�.ff10�L12�3�10Yt�H0�C'�IY1f0���13tI0n�, �";��ts�;�l}`��`��
� , t� '
� , o Optionsthatwere giv���s�t����i��;rwere notavailable:
��� � rf�tf� ,y,r�..
. � 51 �}{�#te�c.,. 4 �
�� __ - _ _ r�_ __ �I�
�faneuit CSR Q50D�City of Redding�62]I2019 7 49 AM 8
lliis document cantains confidential andprvprietaryinformatian for Faneuil employees only.
Anyone receiving this information and�iolatingthese pro�visions is punishable by law.
�aaoa E�eC:��� L�SDD -Gity �f Redding �2.2
Sol i d.4Ya.te
4�� 5tormDrB1O Call Qualih► �uidelines
��� a Wastewater
[�pOP WafEY �
: 2.4 Update a000unt I Proper system utilization:
Expectatian:
_ CSRs must update account informatian campletely and accurately every time the
customer has a service request or provides new information for their account such as
contact information, service address information,and paymentinformation.
CSR will:
■ Complete all actions in the s�stem stated to the customer,
■ Enter information correctlyfaccurately in all applicatians and tools;
■ }���������allnecessaryactionsforAmorti�zations, BudgetBilling,Account�Holds,
,�t,�;a�l,��;�'t�`�'�`r����and Energy Assistance.
1 ��t ,}_� �t� t
;S`t3iY},`'��" �'',� }i
f��i�,,��nneCt�All 1 Reca�+�f Transfisr!Disconn��t�Alf Servic�:
��s,�';st,;� ■ Whenappropri���seanaccount�previouslyassociatedwithth�epremi�se��(land�
� trt�<� Iordaccounts} ��Fz{
r�tt'`'�� ■ Create the usir����propri�tie order�typ�, �
�rit
�`;' ; • Complete Equ�f�.�.�n all applicable pers�ns.
�''� >� ■ �S�ch�edule�the ord�r correctly.
t��,��� .
Updated appropriate account information (mailing address, phone number;etc,)
'f;#t�, ■ ,fl,dd oy�remove bud et billing auto pay,pdd, etcwhen applicable.
� `
� 'ti`�'� � �������all con����`��`�����romthe premise vrew.
�tlr 7 i t7 a t ztk t s � ta�j .. t t�
v.�l'i)`�i }'�?� . � t t }, t it t t J i�,
t;�,;.. ,,f r&=,
Wh��n:�'�iroughc���t�l���interactio�$,���-reeded. �
C��ne �a�l I `{'`i`�'} ���� '
s� � � � ��x
, �r '��l
t {r z' ����1,'�
���a�UtI0t1� {a�t� ��;�rt'�'
ff� {tt � }�:}�1 7
tEt a +t�i�ffri l t�r
r 1
�}J �` , � t{�,}}�� .
t 5��� jf
���tt7�t tt�i�tY���' �� tr �l� s ta �it.
�;;J t�� #til tt { { t t t>')�
�r 12 t F�3� t i��.� tt 4 . ,<,�{, £
�tf,a�.��` �s� �y� ��i�ii�rt
) t4 4 jt,, t�}}q
t t�t) t�� 7j k�J{..
c �Elt
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It�4 I"t�(� tt� t.2 i f'� 3 X t��l ..
�' � �s i,?riti st� �'tti;e t �t
��t �� ��tt� 5t . 4 ��� ti�f{,,, i l� Zit
{i,' 1 ftrit�45;t� i.� .t�ttyti.
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�Ifaneuil CSR QSDD�Ciiyof Redding�6C272019 7.49 AM 9
This document contains confidential and proprietary information for Faneuil employees only.
- Anyone receiving this informalion and violatingthese provisions is punishable by IaMr.
�aeo �� �„� C�SDD -�ity vf Redding �2.2
�y� 5 I d Waste
�4�8 2 �m��a�° ��II C�u�lih► Guidelines
c W atewater
<�noi` Water
' 2:4 Update ac�o�unt!Prop�r syst�m utilization: continued
: _ -�---�-=�----_-�-.--- �._ r�._..�_____-;�--�_�___�--�_
�� �'QAto Iog Fully Maais:� � : : ��
■ When all applicable expectations are met.
���---�QA m log Partially Mee�t+s � ' � - - _�
,_.__ ._ _*__.�.�°.�, ._...
■�When norrcritical, Iow impact; expectations were not met.
Examples:
o Customer information addedlupdated inaccurately(misspelling, digit `
is;fl
; ��1 � £,;1��JE, ��f i ncorrect,�etc.)
'Y�`�_ ' �,�'t " ;� ''��' �lew account created rather than use previously�associated
t,r ;t���,z,< �t��,rr��
r ���'74 ��`�Aunt
rt
���F�t" o L��s�harg��notwaiv2d
5t} '
5 t�r �` 6� �F�j�����to up�iat� PDD on transfer order.
rfi��{�1��, t � t
���f�~r�t� o� D���,��St create connect order from premise view.
,
� __________________.e._____��. �
'£ 'l ��QAto Iog Does�a0't
�ttlf,,,` - � �� _-_=�__ � - .
�� ��, ■ When critical information was not given,was incorrect or incomplete, but
t, ,>��
;, {{; would not result m customer harm andlor interfere with another department.
,1
�s t Jr st-14�t tt�t$lfti'�`y'31'Y1�JI@5 t�rli�:.a{}�3ta
`�lt��,t����t,�f,4, ,�� ��' o ������c'�`i��`��C�;�;�ated incorrectly with low impact,
rl �,,,,, ,
�r, ���D no't set d�`����set�correctly.
,t'�{ `"ffiird Parly not';��i�ed correctly
tf'�i F Customer infor��'ion not addedlchanged when requested
r,x y
�� � i�l ��
:�_._. �,... ___ ' > _ �,.� _�___._--
i' QA.to I og�. �ton Fail�r����}�n 40 p�;����r'AactJ. �,.��i
�__.�.____ �,,� --__
■ Whe�'���47$�k�'� ,�r��i'ion w����f���l��t�`}�+�as incorrect or incomplete and
}<,,,ta,4.
could or c���fi���ul�m custs��i����harm ari''�1`����iPterfere with another
d2p3f?rf'18I'1?. 5 b�����,,�� ip����
Examples t����7;` �'����1�
.._. 4 7�t j fka� 7
cs Did not�����i���tizati�onJhold c�,����'tiy ,iz��
,
o Servi��r��r�h���ted mcorr����{+�ith higl����i�4p�ct:�
{t�it��t �.�,i<�r}rs sff }�� �i it
q /� ��t, r s�,?_`„�,,�„>:sk Y�--- ���' ,
�.� QY1���0 �/'6 4y<.,�. � } 7$"`C t , t il ' .
g � r, t,t��,{3 c 1,�, ��!
�,.������.,,, �,.� t
■ When all expectations were not applicable d�t��C�,�the interact�s�t�
�, �l,j},
,i.{y(�,.y ,.t}r,Jf t,�`a
_ _ : S = 1 ��� ' ,uli s]�t...
_ _ _ _ _ __ i
�a t } itr�`..
' SS t k} �.p,f
y ;�� {jrr !���tk.'t#°' .
�tr�S 3 �a�{ �tzi ,
F�"r,jt -���,7c��,
us�,t.r.�.�,°
�faneuit CSR QSDD�City of Redding�62 712 01 9 7.49 AM 10
This document contains confidential and proprietary information for Faneuil employees onl�.
Anyone recennng this infarmation and violatingthese pravisions is punishable by law. '
�A�oo E�a«��� C�SDD -City of R�dding �2.2
� Solid 4Yaste
��� 5tormDfB1O +�all C�uality Guidelin�s
� Q Wa�tewa,e,
�,Aoa�'' wata�
3.1 Professionalism
, � F�cpeclatian: ;
CSRs are expected to remain courteous and professional throughoutthe call providing-
a positive customer service experience.
■ Voice tone that is upbeat,friendly, sincere and with inflection,
■ Use of a comfortable cadence thatis notrushed. Adjust rate of speech based on
customer's need or request.
■ Politeness and use of"please"and"thank you°when appropriate throughout the
s�1{3 s�j�,�'��'�'X���}i�
�� �t�������i�����!1���sentenCes�when�asking th�e custom�r for inform�ation.
, �
{ �� ,1 ���� r t��,
�t, +�� � Personalize��t��in�g the custome�'s name through�out�th��intera�tion.
� �`�'�'��,,,�� Present inform��`��clearly, using language that the caller�can easily understand:
,t{ s' ��,,�x}� Refrain from us��l�l�cronymsfindustry�argon.
,',r,� ��` ■ Being an advoc��,�'or�the�customer:
1�£� � � �� �Sounding confi��,`�'
� t�4 r
The CSR is exp��`ed to provide empathetic statement(s]to show understanding
��s��}�r4 �ofthe custome�'s�situation and convey sincerity.
1� � ■ CSR apologizes to the customer for situations we have not created.
�4�yt���`#��� CSR���knowledge��e customer when helshe shares a difificult or positive
�F5 � t � � , 7� ,,�ti ; p,y
`s tti�5��`�',t�i�s�}t�I1C8 r� ��'{ �,�#������JpfOE]f13t2 5tdt2rf12f1t5 Of 2f(IFJ3th1�1,
+`;,�v���i'�1's blarr�����;�t��'�"they���,�4"ltead af"we�.
�■ CSR spea��J���arly and ex�����es confidence when giving information�andfor
�answerir��t��(t�estion5. ' �,r'x�
�■� �CSR av�`t�3� phrases�that de�r���`strate uncertain�y�such�as "l�d�n't know�, �
��OS�B�"Tl���' �"maybe";������,n not sure an�k��'��eated u�,e of"um°:
t , � >t� sFr�
tz,� � r t i, ,It
Exerience � ' �`' � � '" " ��'�l'�''
p Wh��t:�Througho��f�„��t�n���`�,r�l`��� ,3���,#r' ,,;` t`,r�
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6�faneuil CSR QSD��Ciiy oi Redding�627f1019 7:49 AM 11
Tf�is document contains confidential and proprietary information far Faneuil employees only.
Anyone receiving this information and violatingthese pro�visions is punishable try lacva.
�.a�oo E�e�.�;� C�SDQ -City of R�dding �2.2
..olid bvasce
�y-�� StormDrain C�II Quality Guidelines
P W0]telLatPf
<�ppP WdtP�
....-... . ._.. _. ._._...- "___ ._..__ .... ._. ._....__._. ._.___. .. _. .. ..._ __. _ _ " ._._ ._ ._.. . .-.. �
3.1 Praf�essionalism, can�nued ;
� �.. _�_.�w._�..�_ _� _ ��.�.��_;�:_ �_..__-_�_._..� �..—�..�_�:�._�_ -
` �_-�_QAto Iog Fully Maais: �� ____�
� __ ��T _ __�,,_ ��.
■ When all applicable expectations are met and exhibited throughoutthe
i nteracti on.
■ CSR Skilliully recovers when a customer displays dissatisfaction.
■ Overall call flow results in a custnmer compliment and or excellent
� �t, z e�perience.
� ��,1 �'������}�``t���CSR�uses�acknowledgmentor empathy statement(s)that is
tt ��''����N,��`� `��` k}d�e`��"�'��e and detailed demonstratingthattheywere list�ningthraughout
,x,�s„� � the in�"��'�u��on
t���, ,3�.,� r f �,`�.
�ft�r,t�,t� , �
Ylli �_w____.__ _._:____ � .�_ �_._�_.._.__.w__W_�____...�....._:.__ W.:..._�...._
;t �,'��� �QAto Iog Partial t� �eets � , �
�t
���ti'�,r ���
� ■ When a�����ble expectations were achieved throughout most of the
7j�' ,`�� interact��'����ut not aIL �
1,�,
4z''� lt� ■ When CSR�is professional; bui'tone�ofvoice is not upbeat,friendly, or�has
�� �ft minimal infleclion� �
r
}/� �; j�t, ■ i }WI12f1 C01't'1pIP,�j� 5211'CEnCAS WAf@�1161'USAd, �lld�'12 C�SR C�025 t10t
��SLV��P �S �t��1�7�si{�i1`�;11�?e+j�UY1C.��dt�'�'��"'�}�������Y1C2
i"`'i rJ`'``j,,{� `�'`Whemi���t;����e��'�,�t�or empathy statement are nat descriptive and
�pE.'�1�17G� pe���r�i���'`zed to the c�u���mer's situation.
t
���� ��r's
� t�t,,, 'Etr
QA lo���,�esNothle�'t �t,4{'�- ��
r� � ' _ �
� ■ C'� has improp��'�of voi�,rudeness, lack of confidance, or not �
di���'���ng a will�t��,�`��'�to he����'�,t'
■ Wh� t� ' � � t
t�,��,��t�4t������not di����������Tability on�behalf of the company
� r� �r�u,� r� � t, t �r
CSR s���i��',����ometh�fr��'����C'Ced t�`��,j�direct result of�the customer
becoming angry or up���'��lF`" ' 1 '
�� t�i
4,�,
.._..v� ...�.,_._._..W�.. ���,���-- ,--- _< ,�
� QA�to log Adri'o Fail sv�t� ,�t �,�'�" -----_.._.__._._._._._._.__F
a s�,'t � i
■ When the C�����s���� profaniiy d}��",t`�;��'he in��r'�orr with or directed at
tl�le CUStOIY�l�'wi tt�fart'��� 'i�$t��t i C�t t��s., } f� .
� ■ lf�the CSR$�f��ntionally'���t���,����r transf�'���4 e��customer as a method
� nf call avoidance, `''��° `�';"` ��'�;��
■ When the CSR is being 2r�um2ntafi�e with�',�`t���customer z �, r,
, rt�� ,,..�r.
• Whenthe CSR raises their voice 1'0�a le�el����'tmay k��z���,�����tl as�
y�lling or�talking down t'o the customer x ,�' f ��{�}%;`����{ "
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ts .�`��� ts t�r':�,i�e..
£i;t t t `
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, ' ` ,�'��'�
� {x"� t ,r� 1 t,t<<<<� ,
. , .� __ , : _ � .. _� . � , ���?��!!��'�!�!����i�!"�
I�faneuil CSR QSDD�Ciiyof Redding�6272019 7:49 AM 12
This document conlains confidential and proprietary infarmatian for Faneuil emplayees only.
Anyane receiving this information and�iolatingthese provisions is punishable by laar.
�A�o €�a�t��� QSDD -City of Redding v2.�
���� Solid Wa.ste
=`��m��a�° Call Quality Guidelines
P was<awa<e�
���rpP Wate�
.' .._... . . . . . . _ . _ "_ . " __
'' 3.2 C:all Cohtrol:
1 Expec�cation: ,
i , ■ CSR maintains control ofthe callby minimizing non-business-related
conversations and redirecting the customer as needed. :
■ CSR does notadd unnecessary information to the conversation with the custamer
which may overwhelm or confuse them.
■ CSR stays on tnpic and a�oids discussing thingstl-,at we cannot do. Examples of
this are personal circumstances &opinions.
■ �1����r�,4�ntrol of the calL ��'
ti�'�f'�����r�ra���t���[�while keeping call on track, ifn�eces�sary.
���� �'���'`����",�,void long����s or silences. No more than 30 seconds�of unexpl�ained�pauses
� � t4 nt t
�}, � 1,� Of51�8nC8. `t t R
��Erl,��� ��� ■ Refrain from tal���over�or interrupting the�customer
t t,'�{r' ■ Ifan int'erruptior�j��J�,eeded, apologize�then regain control�of call
t�� �'��� ■ The C�R shou��'���"sure the issue�i�s b�eyond their scope before tra�tsfierrirsg�t�
� �� ,
� t
�� {� another persor��s'�roup.
��4,}���''�. �j'
rts f.
E�cs�laticns:
U� '� The CSR should make at leastone attempttn deescalate the call by identiiying
,tt
i�ti{aj,ijt
G ��q( ■
4,
��,�t� , the���on for the�a��,�nd to see if�they�can resolve the issue before transferring�
� �t�{�1zfi�S��'����"(�'�yrfOthl��G�"f� ttt��������1�{
■ ���°��i���'tomer r���'����assist����irom�CSR and insists��to�speaking�ro the next levef,
�UStOm��� the CSR r���'��ask customer����e placed�on hold��and advise thaf call will be
tran�si�rr���'�Y�inform the cus�r,`�`�r thatthe next ler�el will retum their call.
Ex pe rie nce . �f the cu��t;�1er is not reques�t��'°'"to escalate the CSR should not ask the
custom��'���hey would like��f'�',�eak to r�� next level or escalate further.
�3 tt �Ir�t t tr�ri7
ty
<ss ,; g4�
1�'1a11:ThfOUghb'�`t�����k��������� , ysnti',s' tj{�{t s�{
��F� .�s�r �r r�t��._._.w��., ' — '�"_`���i
�_� �
� QA o Iog Fully�i#r r ,.,,,.��� �� {� �
����., �
■ When all applicable��,��tations are m��iroughoutthe interaction.
■ When�CSR s int�`�����`i results�ih de-e��t��[�at�on with positive customer
experience ,��, }t�{ t 'i t��
— 4{y �i trr �.�� s � t t ¢.
t i �� � i i �_
j�`QA to log Pertelly��t�� ,�"i� --r ��i f�`���z,�
�(�_.___ ,ti�'�t� ��, ��1r,� _ ��
• CSR unne����sarily pro��('�Y ���t�a;�i��inform�,��;��i to customer.
� f t, 3� ��4.
CSR confuses cust'omer wi�P'i`�`��°`r�nuch inforrt����n.
■ CSR asks for information already provided �i s„'t' r t,j3��f'+ti�t�.��
■ CSR meets mostofthe expecrations butr��`��il x�,r,zj�7��,,:_.
■ When cusmmer leadsfcontrols the intera��t�l� �}r �' It� �
t ss{Y�4 f i�t f;k,,,�,
■ When�CSR allows or encoura�es the m�t�����i��'�'�fump"i�om on��tepic '
. ` YO 3r1��12r. t�i�t � r�, ti ir�r{s:{=,t<i,s..
. s .
� �s��x(�t y i ���s
�� �� ��)r5I�t��itr#, ..
,�� ........ . .... . .. .,___._ .. .._ .. .. .:.....�:._____...--.-+.
' QA to I og Does N at M set, '
�:_..._.._��___ ..� _ . �__-___�.�_� �
' ■�When all applicable expectations are not met.
■ When CSR reiused to transfer the call to a Supervisor as per customers
� ` : request. �
. ' � ■ When the CSR is the resultofthe escalation. �
i f i �
�
���� __ _ _ _ _ ��..' __ � 1 ..
�
�FD faneuil CSR QSDQ�Ciiy ai FZedding�627C1019 7.49 AM 13
7his document contains confidential and proprietary information for Faneuil emplayees only.
Anyone receiving this informativn and violaiingthese provisions is punishable by lav.
.�C ap. Eleccric �SDD -City of Redding �2..L
� olid Wa:ste
, ��� 5tormDraio Call Qu�lit]� Guid�lin�s
Q Wes<e.,.=to�
<�ppP Wete�
� 3.3 Proper hold 1 mute!transfer proae�dures: '
, Expeelaticn:
' There will be times when CSRs will have to place our customers on hold to research an
account or seek assisYance from our leaders. There are times we will need to transfer
the customer to another graup. CSRs are expected to follow proper etiquette for hold,
' mute, and transfer.
Hold/Mutr:
� sf �}��t asks the custome�'s permission to be placed on hold:
z
f�4 si rt;����r`�`����waitfor appro�al from cusfiomer before placing th�e�customer on
t ri z} ,�`t''�OIC� 1 t' If
r��, 1x ��f�f x,���,� �
�, �,t� � CSR must����k the cust'omerwh�n�coming backfr�m e�ery hbld
��'yf�'si4,i � ■ The CSR�is����cted tt�update the custnmerfrom hold every 2 minu'tes,
f�,�;� �t� ■ CSR should������ custamer on hold only as needed and must provide a�eason
�'{�3',;k'' �of the hold to,`��scustomer.
rt'��� • �Setproperh��r���'�t��xpect�ation�withthecustomer. l�lherti"hold°'isstated, iti�
` t,,�<; expected for t�`t�'customer to be placed on hold and not utilize mute. When
�`�� staying on the line with the customer, do not say "hold°and thp CSR is
_ } ��.
�� '�` expected t'o letthem know they will be on the line�with them,
< �
„��
� a'�,��',�� r + I��a�is to be u�t�y,�����ly when the CSR needs to co�gh, sneeze, clear thraat,
,. 4{t f � t�F���� � y t� t j7}{f3 i t� .
�rj ld�t� � r�fl� t�7 ir�ityt�s}tr��tts y{ .
`"+����''���'t�t�'ute is n��'`�'�k��ut�lizec�����}��u of placing the cus�'omer on hold�when the CSR
states���f<�ill be plaang���on hold.
I !IF
F 4� t t�7fkrt.
Custome r s�,gge��������j��H���� 4£f#k,$
■ `Da��z�,.�'r�ndiflplacep��``��6riefl��dwhile�]�qefthaTinfo�rriarinnfaryou?
EX pe�Ie�nC�� Thank�'��fo�wa��ing ���`�`�me�s����,eJ
��,�{,t, ° ���
r��
�■ °Do yau`t���`�������,��ru on t���'������t�tes while Ige�th�finfam;a�an f�r
you? Thanit"��E�;���%;aiiing,��;C�''�'�£}"efs?"t�r���
; Y�t� }
t £�: t
t�t�,}{�.' 141tr
�Tr�n�ivr: 1�,� ,���,� ,����
■ CSamusY�ask probir��`�� ��ions b�fore trar����t�ring the call
■ CSR�mustwaitfor��u��€�v�k,irom the custt�����efor������cing the�customer on�
3
hold to transfer��j���i�tor'r�=��' ' ���,,�� ',��� `�
r
� when applicabl�� P �f r 'ft�; ,'��,'{,�jy; u „€x�`'���, use
Transf�r onl i� t'o riate �t���fi�������"ect dial ber far th�future
� �■ As part of section�4.3�Proper Closin�)�,th�CSR��i�,�sk�ifthere i��nything else
that we�can do to help and thank�the customer���`c�llmg Cii�,��f����ing,
�■� Transferring ta the wrong group or departmen�����[coun������'z��ction�2.�3
Provide complete and accurate mformation r ' ;" � �'�"��
� , ���{ "�,t'.,..
t ;i t� j� ,
�■� Warm or cold transfer to Departm�tlGrou����������"followirrg apprapriate�
� �it=�st f r£�ti riA� .
C�UICjE�IflES }st��iilir �t�it�lr._,' �
� t t �t�,,�
� �i3���{,,., i
' Suggvst+ad Varbi�ga(Trs�n�far):
■ "lwouldbe happyio nansferyout�aur(name of department), who canbest
assisiyou wiih yaur concem."
.
�
i
I`� �
i i
6iA faneuil CSR QSDD�City of Redding�627f2019 7:49 AM 1 4
lliis document contairrs confidential and proprietary information for Faneuil emplayees only.
Anyone receiving this informadion and�iolatingthese pra+iisions is punishable by law.
da�o E�e<«�� C�SDD -City of Redding �2.2
��_ �rz�. 5olid Waste
�q�b Sto�m°��;° Call Quality Guidelines
o wastew3�e.
��pOP �Water
3.3 Prop�r holci 1 mut�t transF�r prooedur�, �a��nU�� ;
' Whsn:Throughoutthe interaction. Never atthe very beginning ofthe interaction.
, _�._.._�._��._._�.._._ _�.�.._ , �__..._ :�
�......._._....QAm Iog Fully Meeis; .. �i
■ When all expectations are met.
� QAto Iog P�rtially Meets: � �
■ When a majority or most of the expeccations are met, but not all.
CUStC��1"i�� �� �h� 1 r multi le ex ectations for hold mute and transfers are not met�
� ,�,����"��;���E��e�N t Wl aet �
EX�BCIeI1C2 ,F,`z}�`���� � `��'����� p p , . ��
{,y3}f� `� ■ When��,�SR does not successfully transfer the customer.
,t� �,,,t� ■ Wherr C����uts the customer on mute in place of hold and does not
�{�`,��"_�" explain t��`��o customer.
� , r
rtnr ir r WIl81l C.a��t�7I3C2S�'18 CUS1'brfl2f 011�I70IC.�UI1�12C2552PII�I.
�t�t',', ■ Wherr�'�E�.�'places the customer on��hold at'the very beginning of�tl7e
t s�, r`
l,,j,, i nter acti o n.
t� }t4 . . .. .. .. .. . .,
1 - ,..��...Y.....���:.,�. � �._`"`"`�
_�iiJr��� QAto Iog Nr4 _ �_ ` _._._�__—___�f_k
' `f�---�---- �----
z�t�`�,1��'�,rz;��r;�,',�hen h�qt��t����'���il�zed or Transfer not needed during the interaction.
);�r.��,',,r 4t�.4 t�'s .,4•�.,r. ,�t,.ft�� $ r„f�,',i�.§k,..
- - - - �. -
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�faneuil CSR QSDD�Ciiyaf Redding�62 712 01 9 7:49 AM 15
mis document contains confidential and proprietary information for Faneuil employees only.
Anyone receiUng this informadion and�iolatingthese pro�isions is punishable by lanr.
pP•+o� Electric �i¢VD��.. ��.P'� � � 6�SAlllg ■��.�L.
c ���� I'd bVaste
StormDrain Call Qua(ih► Guidelines
v W..tewater
4c�oON? �Water
�.1 Doc�mentation: '
, Expec�ration: �
Completely documenting actions and items discussed with the customer are importanf
' tools to Iog communication. Notations will be logged for every int�raction regarding a ;
customer's account.
■ Notes must be complete and accurate cont�aining all actions performed and topics
discussed,
■ The CSR is expected tn use carrecttasks and commentfarmat in the appropriate •
�'����,`f
j� '�`������'��'������en should best describe the�reason for th�e interaction.
�� ' ���,��``��iultiplei'a�l����`;�not required. Include all notes regarding�the interaction in�a� �
�{x�
i��Jy����'1`' single task. T�r�����cep�ion would be when multiple letterslmessages to back office�
;' ��,� � departmentsar��t�uiredforthe�interaction.
i�7��j`,�'` ■ Complete and a����ate documentation also includes communication to other
;
; �;r'," �departments, er�t��(�, etc. These documents�must contain proper grammar,
7`'��rj�{{ �spelling of cusf�4; �r's info and a�cural�e customer information. Avoid entering
'4}= unknown acronyms and texting lingollanguage{i.e. ttyl, Im, lol, u, bJc, bc, b�, et�,)
,ft1 �,� .
���4§;, • Every interaction with the customer reqwres a notation(including hang- ups,
Closing ",f,,'
s��,�, escalat�ons and call backs}
� #
�'` ,z ti�f , ����,�,y,�, �rgenc�J���j�t��r�I�,�r Escalatians�, r,ote actions�'takerr irr respons�e to the�
� �4�r;t��t ��tLi���l }t ��t �t�{::C s+�f�ra j.
'. 4t»„ � tt s,,, J zjt'.}
■ The CSR i�,'��;���cted to not��;�'��uired t�chnician actions such�as�MJR Messages:
Vdh9n:Throug�`���S�fhe interaction r���ry interaction.
� t,
<,��,,;, ��f �
��Qf1t���g �r ,���OMI. �_ ����y . �_______ _ . _._.._ :�
,�u.__ ;^rk"�}�v'-" .
■ V���all applicak�l����s list�,�'s��'t�e expectation section are
, � K
ap��}��`a,��l� ����'S;��` ,s`4�'t; '�� ��
t4:;���i� i�l�t��t,�t� .. t r���;1 t�}r i 1��tt �`�
QAto Iog Do�s N�t�t'��:_�__ ,•,��1 � t.�.����kE�j�::-.--- —:��
L , � 1 . . 'T t t . '
■ When notes are mi����rir�portant detaix��,t��act�ons performed or
information provid;���'`z`t��ssing informat��`�'���tails thatwould be helpful if
�t s� ,�� t�'t€
the customer�����l���� � � � ,a,
■� Wh�ennot�t���t����'e iG�'��-nplete and��`���ccura'd�s�r``���
■ When not��tf��not cf"��,t�c�r�,����'�;��,�'ave mi���'��'�lings&grammatical
errors�, and�l�`�other�not�`k`r��y;�����`at�ons are���
�i ;
� When�key infnrmation is included in the note���l�ut�minor(not�all
� � 4
IIY1pdC�'Illt��C�2td1�5 dl'@ �8ft OUt. i f'�" ti�li:i i lti�,,�e.
�(�trt t f{j1ty�,as,�
III I �'�����
� I. . �� - - - �: ■.- � . - �
t;� �f£�.�}�,(�!{fi�
i jt
$ftti fii ��f� c�t'� F{.�t,;,,.
.,: (a}4 j.'.tt.�t.�
+.4�3�co-
6�taneuil CSR QSDD�Ciiyof Redding�62 712 01 9 7:49 AM 16
lYiis document cantains confidential and proprietary informatiorr forFaneuil employees only.
Anyone receiUng this information and�iolatingthese pro�,iisions is punishable by la�a.
�va000 Elettric C�SDD —Gity of R�ddir�g v2.�
_ . Solid bYaete
c�� Stm�m°�a;° ��II Quality �uid�lines
Q ,�,a,t�wa<e�
�.aop wata�
' ' 4.2 �ummary _ .
6cpecraticn: � _-
; CSR must provide a compfete summary for all Service 07ders scheduled and
_ P.mortizations set. ,
+ Service Orders=musfprovide:
o Type of order
o Schedule date
� '� ���,�ddress
� }£��f}�r;xr'��'�;���'j��,`���f22S�d2POSlt'S, installments, and other fees)
' tl{� � t k� Sampl� ������r�7� fhave srheduleda disconnectarderforJuly 31�'far�e�
� � �t�s„� address 12'�,����n Streei. Your$20D deposii will be 6ifled outin 4 insi`allments�
{ff �{�x,'` overyour firs��'�,�ills, !s every�ing carrect?"
t '�ti�r�'� �+ Amortiza�ions-m�����rovide:
lrt�,- �� �
�� rr� o Amount of�e�,�r��mortized payment ��
3��,4�� o Amortized sY�`��nent
� z} ��
Closing k`{,{:� CSR can also choose to provide ashort recap of information provided during calf
� �� m le �� � Mr 5rr�1� ��Z�ve praVidedyau�wiihyourbalance,� due dai�, and��energ�
�� t�,i� 1�t17} ��#li����� }7�� yt�4�1tE� �4iS
�'��`� � �� � rz 1 t f 2
�,ti��.� `�an�,;z,�`�, �,< � ,
� ����}� ��}Y!1
� }����� �Irt�
When: Summa�����re typically prc��i�ed near the end of the call:"Howeuer,when an
action taken rr�,�'�ummarized earl���`�;�the�call,the summary does not need repe�ated�
�near the end �t�e call. '}�� �'�
f � ,�t
�iir'i zl,t��i� ���,�.
��QAto Iog � ��leeis r��',�� 1 � � �
, . _„ i s i3#s `�,h' 4 s F tt
,�� , .�� f3t5s t t ,i� ..� �.
■ When a�l�������i��s are r��,,a� t=n�„
tt:ra., t t Y'.. � 1 ll .
Q,4to log Does NotMeeis �t�� ._. �,,,��.___�__._._...___..�......_.��
� ____�._��„ �� _
■ Whenallexpectat��a����;�notmet. ��{'�`
� ` ' ' --__� .—
��QA g NA , ,, }��j,r'JJ�'f� t �,�� t,«s- _�_�
____�_ _ .�� �.t���,T --����-� _,{ �� �_.,�-----�---� �
F
■ When the c����"��r dis��i��ects th�,t�"�l��ction k����`� a summary can be
, �
�st^ � � rt ;tt #tir x 1�+3
gIV8Y1. 7 r�� s rf ti}�: tt�' i.� � t{ tzt.
��■� When��the custome�'s tonel+ti�'`I���P�oiceJpace ir��i�r,�tes�thatth�ey are wanting
�the interaction to end rior to summa bein r i��''�''`n. �;�x,�y;�
P N �3;�,,,,� � I M �� m
_ - _ ■. _ � � ''
r S ! t t rtf��,���..
i �` ���t t�l ���.$>;
;tl r if' `�����t��t�'r.
�tt�t3a f7t Gf r�iE�i,�li,t.
�� t`7 3"}l`&{ ��
�taneuil CSR QSQD�Ciiyof Redding�6272019 7:49 AM 17
This document contains confidentialand proprietary information for Faneuil employees only.
Anyone receiving this informatian and�iolatingthese pravisions is punishaf�le try law.
�.Aeo E�e«�,� QSDD -Gity of Redding �2.2
��� 5o1id Wa�ie
� 5tormDf81v Call �lu�lity G�aid�lines
P Wd9iBWatPf
'4c�pOP�' Water
� 4.3 Prop�r Closing:
` Eacpectaton: _
■ CSR is required to ask the customer ifthere is anything else thatwe can tlo to
assistihem before providing the closing statement and after summarizing actions
ot�,;,,�,�'���j�����for customer's underst�anding.
,,,�y�,,r���l�ct�tY�t�'f�t���►;iey answered all ofthe custo�mer's�questions�, verifyin�g�if�multipl�
� � i 7l„F
4�, �,�' �questions w����ked, all�were answered.
�;rJ`�1 r'�o �CSR can but i�,���required to, brand using City�ofRedding�UtrliD"es°
� 1`���4��.;�� �o �Proper closirrg ��,�i�ld be clear and not sound rushed.
�} ,,; o CSRthanksth�x4��(�tomerforcalling, displaysappreciation "thankyou":
`>}�','� �o When asking tf,��s�:�stomer"anything else", if the customer has an additiot�a(
�fts
,t ft request that reqi�p�`�s an in-depth response or action,the CSR should ask ifthe
t'```, �customer needs anything else again before ending the call.
'£�'�`�� �o lt is not required to ask anythirrg else a 2nd time if th�e customer's request�can be�
��,���
u`t}�r 5�y prou���d m a quic4��;����t�se
t�5� £`t}�f� IJ £t t�s` � }f� �f?� 3'�r
li £I,'�,>°'�S ly G j i y t t 4 7 �,Et
,ix t # �,.,} x�4��x�3 , , ��fi ���t�
W�i'��i�:���se enc�����Phterac�r�r`���.fter providing�summ�ary.
t ,
f, 7
��lr�;�� bJ� .
4
Suggest+�d ver����: '� ��s
■ •!s�era��k�,�ihinq�eJse!can��`'�styau�with?"
■ `!s iher��'E �hg�else!�ar���ryou�
■ `Da you '' ' Y .��� '
C�OS I11� �e an addi�io, , 'esn��s,��;
■� Did!han ���?�of.yo�t'�^���s1s 1n ����,
� s,s li � f✓� �,yu� ii���zG} ,it ��{���} .
■� "Weapprec�at����'�;���7gapar�,���'�`of1�r���z,q��Ub7rties��.�Have�a�greatday.�"
�■� ''Thankyou for ca!ling,en�oy;���' `�`ay." �l,,z��
p p � �you roday. ?'h��i;yau for chaosirrg Gity af
■ "h was a leasure s eakrr� r
F3eddrrrq�Ublibes `�+1'�` � },t``'
� �s>�t{{}�r�r i�� �t>�1�z�� �i
��� ��� When�applicable fo����,��lt���ractions�sitw��t��s the �,���ti�t can close with�
��7817{C�/aU��']l C3��',�'�''�t�' t,4 f�t � ri 4�7' {{; �
�,;.t „� r r��tirs3 t{t ts. ; t t 7..
�.�...._----�.,_.._ _._.�._ _._._ s ----_____—. �.
� QA to Iog Fully M-���ee'� ���1���'yt ��� � �
. �,�s�.,a,�,�'�� ��r�t'� .
■ When all expecCations are met. ,�,�5 ' z
� t
■ When�the customer disconnects�lhe�intera�i�t�beforg �'����`h���roper
rlosing can be asked or stated j � �'` ��`s''�
........... .....:.:.....__._.._....__.�,._._..,_......_..w, ,�t�t{1 i :� t ........._., ..
_.. .. . ,�...W,._........
� QAto Iog Does NatMsets::� ; ��`�`�; x�l�«�r �.���
� ��� � � w,�
• � . r'�'f t�' t.,�_.._. ,
■ When CSR�does notask if tf"'���'�'�"��`�����rig else"or confirm all needs are
met atthe end of the interactiafi�{:j:.<t=.�t'"� " '
■ When CSR does not ask anything else before transferring the customer:
� QAto�log NA- ° w . . :
, . ..
, ,, ..
. __ :
���.,._._..�_�_�..�.__�,.:.�.:�,.r.�.,.�.�.x�,,.�.,�,,.�:._��..v„�.�.�.�.^....�,c_,..`�,a.,,��w.�
� ■ When the customer disconnects the interaction before a closing can be !
� ' given. i
{ � ■ When the customer's toneJword choicelpace indicates that they are wanting �
� � � rthe interaction to end prior to a full closing being gi�en. ;
, ,
_,. . ,.._ - _- � �. . ����,
�iD faneuil CSR QSDD�Cily o1 Redding�6272�19 7:49 AM 1 S
This document cantains confidential and proprietary informatiorrforFaneuil emplayees only
Anyone receiUng this information and�iolatingthese provisions is punishal�le by lan�.
E�chibit B
TERM SHEET
The purpose of this term sheet is to set forth the material pricing terms and conditions under which
Faneuil,Inc. ("Consultant")and the City of$edding("City")will execute a contract for services being�
provided by Consultant to the City. The parties agree to the following:
1_ The Parties agree that the terms of the contract between Consultant and the Citywill be for a
period of l years.
2: 'Consultant shall submit monthly invoices to City for work completed.
3. Pricing during the contract term shall be as follows:
i�f��'� 4 5l�
The Billed Rate Per�w�r��t�������;{������ned in thetable below, are firm for years one(1) and two (2),
and will be subjec�?��`����ationary in�,;����s�tied to the Consumer Price Index(CPI)for fhe remaining
contract years tk,�"'�'���) through seven(������d any contract extensions thereafter. The increase shall
utilize the per�����ge increase in the Cor��"�er Price Index for All Urban Consumers�published by th�
Bureau of Lat���,��tatistics in the precedz�,�'���velve-month period. The applicable increase shall be �
�calculared on����latest available figure f'u'�j�he�percentage increase in the Index at the beginning of th�lasf
rnonth of the'�`���ous twelve months immediately prior to the applicable anniversary. Natwithstanding
��,
�the�foregomg,t`���,��i�nual Indexation a�plied to the Fees shall not�exceed b% in any given year.
�� �r �
� $� .toly�r7�`s�!i��.( y s t f� 1'k�Sm��r�t
�Consultant based its��������,���m���r��,��������'���jve�hourly productive billed rate�for��each�customer
service representative. This�fully b��y;,��d rate sha�f���lude a11�operational overhead costs for a fully
functioning call center to include ,+����tpensation,ma �r�', '��ment and supervisory staff, support staff,
facilities,utilities, cornputers, sof���e, equiprnent,t����ommumcations and networking, long-distance
�charges,training�and quality�supp��,reparting, a������-y serv�t��,�� taxes;licensing and other fees. A
Productive�Hour is�defined as time����{�������i����gged k���������lable to take�calls�.
;s,tri r t�t t t�.4i1�4 Jt � ��57�ti(f�}�,{��.� sr
�(tj ���� f•t,#., �t> st;„,jt.,<i�t ..sri#l,.s�^z.
All inclusive pricing bas��;��`�'Produc���,�� Hour:
� .. . � . . YQ��'�i�t�"� irG s � ..
� � Billed Ray�y,la+��Mated Annual Tt�����illable Cost
Labor Cate¢ory � Per Harr�}�'tr`�'���fductive Hours 4,{�����Exce�� � �
� . �t trt
. ' y � }j�it t j� .{) tt4 Jr
ContactCenterCSR � ��'�,'�Y f:v'��`,t., 1� „.i�i t,�c` � �����6B:10
�
� t��r�f�" Year�2' ip�t�; �17 jyii�� ��t�,��' � � }� t '
. . - z;r it t Gt�.i tr t t« �� �� t+�s,,
Billed Rate Estim��`��fi�il`al Total Bi����Cost
. . . . ..,, t. �y y �
PerHour ProductiveHours Nottu��k�ed
. - � .__. . . ---- ... _ e��f ��r47
�COYltBCECenteY�CSR $54.26� 16,430� t;�,� $891t��?�l�l�tk� t {�}�'�l
. . . .. jrt�a,t�,a.'Ytk t,,;.r>Itd,a�.,ha �
' . � Year3* z �ar ii��i � �,z.:
� lx a
_ .. . .. �Billed�Rate Est�mate[�43�nnual ���1}�"�i't�Y�ed
, _ - -; Per Hour � Product��1�YW�Wr�'{��i���C�S1fie Cost
_ .. ... ... _ �.,•w,� .. . .
. .. `�3�; )tt i 5��,,�r{>v� �
. ., . _. ..... .:� �
: �� i� ri+,�.t,d,�°'
ContactCenter:CSR " "' $55.3A 16,430 $909;236:20
Year4* , .
_ . . 'Bi11ed Rate, Estimated Annual, .Total Estimated
`4 `� ' `` .Per":�Hour:" Productive Hours'. Billable Cost '
_ . �.�.� ——
r
Contact CenterGSR e�;��q $56.42 16,430, $926,980.60
� ---
���o- -- ar ',�.. .w..�..,re+ �' � * ,.- ,: � - -
�
, : , r '..,- �.:, . � .Year.S � ,,... « :. _ ,':.�J,.,"
}x��� � BUIed�Rate��EstimatedAnnual�W.Total.Est�mated „ _
"x �� � �`�"� �'�`:°����,Per Hour,-�'�.Producti�e.Hou�s����Billable'Cost�� • �-`^
.4 „` _. ��,,..; -,. ' .._��--_
Contact_CenterCSR��-r�?�;; $57.52 16,430; $945,053.60
*Year 3,4 and 5 Billed Rate Per Hour,and any contracted years therea�t�r,�
will be adjusted by mutual agreement based on�CPI.
36
4. The following assumptions were made in determining the pricing submission:
_ •Consultant will continue to provide a Call Center in Scottsbluff,Nebraska where our core
group of"Dedicated Assigned CSR's"and key management staff will be located.
•Consultant's proposed price solution reflects firm pricing for the first two(2) years of the
contract. The Billed Rate Per Hour for the rernaining five(5)years of the contract term, and
any subsequent contract renewal terms,will be subject ro mutually agreeable price changes
based on the CPI as defined above,negotiated changes in pricing structure, or re-pricing
depending on the magnitude of any SOW changes for the renewal periods.
• In accordance with the RFP and Pricing requirements,Consultant's staffing projectians
�include o�Z���,������'{����'�}nctional staff to�support varying levels of�forecasted volumes.
'� � t 1�..��1 Uit j 7)iii t i . .
• Billab�����'"include'���1��for all staff positions,taxes and benefits�,facility cr�st,
corr�����ation cost, oper�a�;��t�l travel,�training and procurement�cost.
T���'��lable productive ho`r�r'��te(s) as�outlined in the table above, will be�subject t��
��;{�;�
i�t��,�ion increases tied to th�����nsumerPrice Index(CP� as described above, for contract
}���three(3)thru seven�(����#����°" � �
���'rzr� � �,
�
r ttY}3�'�}�
5:� Tf�����rties agree other substantrve business terms suc�i�as service levels, escalation
proc`�' t����etc at,���ecified i�E���i,�tatement of Wark(Eachibit A).
�6��.� Maten�`����� � �'� �f�rm�����������1����:tent with the master confract exchanged between the��
���,�,�f�,ll ; f i � ,� ,,,r
parties. t��,,,,,,� ,���t t
,t �,<.<,� t(
r tr� r
� 42 t 1t' ;� yf
{7 ij t{F�f 4j
t 4� 4�s
�j�j It�! !t��}�t E7s
it�tt t{�}�i �z . ijt� i
3�
�� j4t j tt ��t �ti}+€� t�i�ij��i s� tz �
r.�!1r� F i��y`'�, t�tr{k���'�it,� �'>��i t
� �' f�,,ru�I ;,� t i , , }l�ss{s
i+' x ' ���,{
} {���ik�`t�� �7 �iJ .
t 7 1 ' / �'
�tt t Y t �. �J tl;l
FC� id it t i21 t
�:t4r lr�f��l �rt .�i1�sGj�� t�,�t�}a.
3 Er ���i S/�ti t� rtr#t
�4 � ��'+ �� 'F'� ` �
� ty�il} w:t tl �4'}k�r �4�zt�s£?.
�t h` � d t -t Si § { � f.
�t��i��� � � }Y�t t�rs s. ,
Y ��,t�}�i�lt�� y2� �tt' .
,
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j {Y
��tst�'�ii it�f;��tt�}�.,.,.
�$}� : it)f�4fifJ.le
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���...��s i� t`x:l'"�
37 ` .