AG 11-112 - AMERICALL INTERNATIONAL INC' �,
r, n � �' �
�TU�v To: � � �C j e,� � ��� ,�� I � �� f' w �� ExT: `1 l � �;�
�
CITY OF FEDERAL WAY LAW DEPARTMENT ROUTING FORM
1. ORIGINATING DEPT/DIV: PUBLIC WORKS /��` �?
� 1 �". ` � 1 �' ,� 1/ 1 � 3. DATE REQ. BY:
2. ORIGINATING STAFF PERSON ,J'� �.L ��; � 1 li L I, _,.�� (, i EXT:
4. TYPE OF DOCUMENT (CHECK ONE�:
❑ CONTRACTOR SELECTION DOCUMENT (E.G., RFB, RFP, RFQ�
❑ PUBLIC WORKS CONTRACT ❑ SMALL OR LIMITED PUBLIC WORKS CONTRACT
❑ PROFESSIONAL SERVICE AGREEMENT ❑ MAINTENANCE AGREEMENT
❑ GOODS AND SERVICE AGREEMENT ❑ HUMAN SERVICES / CDBG
❑ REAL ESTATE DOCUMENT ❑ SECURITY DOCUMENT (E.G. BOND RELATED DOCUMENTS)
❑ ORDINANCE ❑ RESOLUTION
❑ CONTRACT AMENDMENT �AG#�: ❑ INTERLOCAL
� �THER �,: l�l� l �.� _ �� - � ; „ � �.� i � t
S. PROJECTNAME ���I� � �'' �>�"� I�LC���(� ��./�� � 1` � ��}�� C " �l l i 1 �i � ��`' � �'I': � ls \�� �E
. ,
6. NAME OF C(]NTU4CTOR � I I�' �l � �� ��
� ''�L� � _ � � „ � , TELEPHONE. %' .� i � t ._ t � - { C
ADDRESS � � 1�1 U t �� tl .c. t i;>t ��, i! _ I
E-MA1L � ' ` �
�"�',.+_� �� � I��lr��li'�CL'i ��°�ll FAX: � -!�
��, � ;._�
SIGNATURE NAME: TITLE:
. EXHIBITS AND ATTACHMENTS: ❑ SCOPE, WORK OR SERVICES ❑ COMPENSATION ❑ INSURANCE REQUIREMENTS/CERTIFICATE ❑ ALL
OTHER REFERENCED EXHIBITS ❑ PROOF OF AUTHORITY TO SIGN ❑ REQUIRED LICENSES ❑ PRIOR CONTRACT/AMENDMENTS
CFW LICENSE # BL, EXP. 12/31/ UBI # , EXP. / /
_.
TERM: COMMENCEMENT DATE: COMPLETION DATE:
TOTAL COMPENSATION: $ �INCLUDE EXPENSES AND SALES TAX, IF ANY�
(IF CALCULATED ON HOURLY LABOR CHARGE - ATTACH SCHEDULES OF EMPLOYEES TITLES AND HOLIDAY RATES�
REIMBURSABLE EXPENSE: ❑ YES ❑ NO IF YES, MAXIMUM DOLLAR AMOUNT: $
IS SALES TAX OWED: ❑ YES ❑ NO IF YES, $ PAID BY: ❑ CONTRACTOR ❑ CITY
❑ PURCHASING: PLEASE CHARGE TO:
lO. DOCUMENT / CONTRACT REVIEW
�e'1 PROJECT MANAGER
❑ DIVISION MANAGER
❑ DEPUTY DIRECTOR
�_DIRECTOR
❑ RISK MANAGEMENT �IF APPLICABLE�
" � LAW DEPT
11. COUNCIL APPROVAL �IF APPLICABLE�
INITI.L/ ATEREVIEWED
�� ��; j ! (� l, F
j
t�i���7 ^ � C�
� � � . l .
� � i �:J �.. "� p , �., j ,.�,.
, �
COMMITTEE APPROVAL DATE:
12. CONTRACT $IGNATURE ROUTING �
t �S�ENT TO VENDOR/CONTRACTOR DATE SENT: !�? I! I
�o ATTACH: S[GNATURE AUTHORITY, INSURANCE CERTIFICATE, LICENSES, EXHIBITS
INITIAL / DATE S[GNED
❑ LAW DEPT
❑ SIGNATORY (MAYOR OR DIRECTOR�
t•' �' . �1 CITY CLERK
� AG #
�C� SIGNED COPY RETURNED
��� ❑ RETURN ONE ORIGINAL
COMMENTS:
,-__��__T�« «<,�•�---•-�
�; 1 1'I +
�, +:` ;
� 1 � "�I i
;, ( 1
iL� �� tCi
�G# � L - � l'1-
DATE SENT: �_��II
INITIAL / DATE APPROVED
COUNCIL APPROVAL DATE:
l
I
DATE REC'D: � � � �• '` ! K
� 1
��
1 �- � : - r �r` -1_ I - O � � 7 �' � � �-
� ��a i�:? � � �!�'�'��t��i�� . M ,. =�������i. i( � i���.
. , :
s: � _ _. �� �
. m . 4 i. �,,.� � ,. . { � c.: k-�;� r •�� r��-�-z <:.;.1 . 11/9
.. i � �`�� i!'� � +/L ¢, � , , d \_ ... � � � 4-1 ; : �'2 s r �,,. . � < Z., 2 Y - Ca'�? �%�. �`"t ����" 1. L ....
� � 't...
J
Americall intemational Inc.
1502 Tacoma Ave. Tacoma WA 96402
1-800-964-3556
Customer Relationship Management Program For Citv of Federal Wav. Parks 8 � americall.com
Public Works Department (1/2)
• TELEPHONE CONNECTION: AmeriCall to provide an inbound CRM (customer relationship management} solution for CLIENT.
Calls will be forwarded from CLIENTs toll free line into AmeriCall. AmeriCall will capture inbound resoonses a�d helo desk
requests. then resoond accordinn to client instruc6ons.
• SERVICE START DATE: TBA.
• HOURS:24/7
• MEDIA SCHEDULE: N/A.
• CAL� CENTER STAFFING: Staffing will be based upon CL1ENTs projections and program deposits.
• SERVICE DESCRIPTION:
AmeriCall to provide CLIENT with the following services:
• Inbound Process:
o Professional agents will be ready to answer calls throughout the program from the toll free line(s)
o If desired, Agents will answer questions callers may have (as provided by CLlEN7).
o AmeriCall will contacf on call personnel based on client schedule.
• SCRIPTING 8 PROCESS DEVELOPMENT: Scripting and detailed process/processes will be jointly developed.
• REPORTING REQUIREMENTS:
o Monthlv Activity Reqort — A monthly report of the total operator minutes consumed, number of calls received, etc.
. TERM: This agreement shall have a MONTH-TO-MONTH tertn
• SPECIAI. REQUESTS: AmeriCall will staff based upon CLIENTs projected inbound volume and length of call (CLIENT to provide
the information to AmeriCall). The parties agree not to soliciUhire the employees of the other party during the term hereof or for a
period of one year following the termination of this agreement for any reason.
Americall Intemationai inc.
1502 Tacoma Ave. Tacoma WA 98402
1-800-964-3556
Customer Relationship Management Program Fo� City of Federal Way, Parks &
Public Works Department (2/2)
INITIAL FEES:
o � WAIVED
www americall.com
MINIMUM ACCOUNT IMPLEMENTATIONFEE
There is a one-time fee for programming, consulting, ediGng time, and operator training. This includes up to (5)
hours of programming and scripting, and up to (5) hours of operator training. The cost of additional programming
is $75/hour. The cost of additional training is $30/hour. In the event that additional locations are required, there
will be an incxemental one-time fee of 5250.00 far programming and training per each new location.
o$ 250.00 Proiect Base Rate
o S 250.00 TOTAL INITIAL FEES
PROJECT BASE RATE
o$ 250.00 Monthly Project Base Rate for inbound help desk operator time includes
250 minutes of operator time, 30 minutes Administrative time and related telephony expenses.
� CUENT WILL BE CHARGED FOR ALL LIVE AGENT MINUTES.
• MINUTES ARE CALCULATED IN 1-SECOND INCREMENTS. ONCE THE 250 MINUTES IS EXCEEDED.
ADDITIONAL MINUTES WILL BE CHARGED AT $0.90 PER MINUTE.
• BASE RATE WILL BE REVIEWED MONTHLY, AND MAY BE ADJUSTED, IF NECESSARY, TO REFLECT AN
AVERAGE OF 80% OF THE TOTAL MONTHLY MINUTES UTILI2ED.
• Call Center
• PREMIUM HOLIDAY OPTION: Yes �i � No
HOLIDAY COVERAGE OPTION
o Premium Holiday Coverage (Live) ALL 6 major holidays
o Automated Holiday Coverage
THE FOLLOWING OPTIONS ARE INCLUdED AT NO ADDITIONAL CiiARGE
a FTP access to report data
o Email delivery of report data
o Digital Voice Logging of all Calls
o Web Portal Report Access
$ 9.85 per holiday
$ N/C
N/C
N/C
N/C
N/C
THE FOLLOWING OPTIONS ARE INCLUOEQ A7 NO ADDITIONAL CHARGE SUBJECT TO ADMINISTRATIVE TIME INCLUDED
o Additional Data importslexports $ NIC
o Additional (Standard) Reports $ N/C
o Script updates changes $ N/C
ADDITIONAL FEES/SUPPLEMENTAL SERVICES
o Outbound Call Transfer
o AmeriCall Inbound 600 number telecom charge
o Administrative Assistance/ Direct Mail Preparation
o Web Based Appointmeni Scheduling with Storefront link
o Automated TeleConference (up to 40 Conferees)
o Conference Call Recording (wave file on CD)
o Email Receptionlst Service
a TTY (hearing impaired) Communication
o Programming/Applicaiion DevelopmenUDatabase Admin
$0.07 per minute
$0.07 per minute
$30lhour
$50.00 per month
$25.00 per Conference!$0.19 per min/person
$30.00 per Conference
$10a.00 per month/$95.00 set up
$250.00 per month!$500.00 set up
$75/hour
DUE UPON SIGNING TOTAL PAYMENT DUE BY CREDIT CARD, CNECK-BY-PHONE, OR CHECK IS
5250.08.
INITIAL PAYMENT MUST BE RECEIVED AT THE tIME OF SIGNING.
Americall International Inc.
1502 Tacoma Ave. Tacoma WA 98402
1-800-964-3556
Customer Relationship Management Service Agreement (1/3) W`�'M+ americal! com
This agreement effective May 6, 2011 is made a�d entered into by and befinreen Citv of Federal Wav. Parks & Public Works De�artment
(herein referred to as "ClienY') and AMERICALL, inc. (herein referred to as "AMERICALL").
1. SERVICE INTERRUPTIONIFORCE MAJEURE
AMERICALL Intends to provide service pursuant to the attached proposal. However, AMERICALL cannot control
failures in telephone or electric wmpany service or other matters beyond its own control, therefore AMERICALL shall not be responsible to
Client or to dient's clients for intenuption of service caused by matters beyond AMERICALL's control, incfuding, but not limited to,
interruptions caused by fire, explosion, acts of God, war, revolution, civil unrest, or acts of public enemies; labor unrest including, but not
limited to, strikes, slowdowns, picketing or boycotts; or any law, order regulation or requirement of any govemmental body. In the event that
such inter�uption occurs, and Client had not exceeded the monthly project base rate, Client shall be entiUed to a pro-rated refund of the
project base rate for the duration of the interruption.
2. IMPROPER SERVICE USE
Client shall not use AMERICALL's service for any illegal, illegitimate or fraudulent purpose. If AMERICALL determines
or reasonably believes Client is or may be using the service for such a purpose, AMERlCALL may terminate Client's service immediately
without prior notice to Client.
3. TERM
The term of this Agreement shall be Month-to-Month term from the service start date. AMERICALL sha11 be the
exclusive contact center service provider during the term of this Agreement. Client may terminate this Agreement upon 30
days written notice to AMERICALL.
4. BILLING AND PAYMENT
We require certain payments in advance. Terms of billing — base rates are due in advance every month and excess usage is
billed in arrears the following month. If tne usage is greater than the base rate plus the deposit in any given month,
AMERICALL reserves the right to require that khe Deposit be restored. If your usage for any given week exceeds three-quarters (3/4) of the
base rate, we will begin billing weekly until the weekly bflling reduces below three-qua�ters (314) of the base rate or until a larger base rate
has been put in place. All charges under this Agreement are due and payable upon receipt of AMERICAL�'s invoice. Unpaid balances not
paid within twenty-nine (29) days of the invoice date are subject to a late charge of 1 5% per month. If Client's account is more than thirty
(30) days past due or if ClienYs deposit is reduced to zero, AMERiCALL reserves the right to refuse to deliver data or provide services or to
disconnect ClienYs service. If AMERICALL disconnects ClienYs service, Client shall be required to pay aIl sums then due on its account, plus
a reconnect charge of one-half (1/2) of the then current base rate, prior to restoration of service. AMERICALL alsa reserves right to impose
additio�al deposits to be paid by client prior to restoration of service Security Deposits are non-interest bearing and will be refunded upon
termination of services provided all charges have been paid in full. All one-time set-up/programming and training fees are non-refundable.
Americali Internaiional Inc.
1502 Tacoma Ave. Tacoma WA 98402
1-800-964-3556
www.americall com
Customer Relationship Management Service Agreement (2/3)
5. NOTICES
All notices and correspondence called for under the terms of this Agreement shali be defivered to the parties at the following addresses:
ArneriCall Intemational Inc. Citv oi Federal Wav Parks & Public Worics Department
P.O. Box 1393
Tacoma WA 98402
ATTN: Accounting
FAX: 253-220-2582
6. DEFAULT
If either party is in default under the terms of this Agreement, then in addition to all other sums due, the defaulting party shall pay the non
defaulting party's costs of enforcing this Agreement, including but not limited to, the payment of reasonable Attorney's fees and court costs.
7. ERRORS
AMERICALL will receive and refer alt Cliant information using Client-approved scripts and instructions. Client will
promptly notify AMERICALL of any script or instruction changes. Client understands that information received by
AMERICALL on behalf of Client are by their nature oral and subject to error, therefore, AMERICALL shall not be
responsible to Client or to ClienPs clients for message errors, or the failure to deliver any information to Client.
8. INDEMNITY
Client shall indemnify and hold AMERfCALL harmless from the payment of any and all claims for libel, slander,
infringement of copyright arising from information transmitted over AMERICALL's facilities, and message errors, and any other claims arising
out of Client's use of AMERICALL's services, including payment of reasonable attomey's fees and court costs incurred by AMERICALL to
defend itself on any claim.
9. CONFIDENTIALITY
Each parly agrees that it will not permit the duplication, use, or disclose any confidential information, including information, reports and
summaries of the activities of the parties related to AMERICAIL's provision of services, to any person or entity (other than fts own
employees that must have such information for the performance of their obligations under this agreement and its audiiors, examiners and
other regulatory authorities as may be required during the ordinary course of their duties), unless prior written consent has been obtained
from the other party. "Confidential information" shall not include informalion, which, at the time of disGosure, is generally known by the public
and any competitors of either party or is required to be publicly disclosed by law, regulation, or other acts of governmental authority.
10. CHOICE OF LAW
This agreement shall be governed by and interpreted in accordance with the laws of the jurisdiciion of the state of Washington, without
regard to the principles of conflici of laws thereunder. It is further agreed that the choice of venue for any and all litigation that may arise in
connection with this Agreement will be the State of Washington.
Americall I nternaUonal I nc.
1502 Tacoma Ave. Tacoma WA 98402
1-600.964-3556
Customer Relationship Management Service Agreement (2/3)
vrwrw.americall com
I/We have reviewed the terms, conditions and pricing contained herein. The signature below is of a duly authorized officer and indicates
acceptance:
For. Cittit of Federal Wav. Parks & Public Works De�artment
�
U� �� (�►` �`' ( �Ws � �'�l 5�,.,I�(
nature
For: AMERICALI.
��
fitle
�
Americall 1 ntemational I nc.
1502 Tacoma Ave. Tacoma WA 98402
1-800-984-3556
CREDIT CARD PAYMENT AUTHORIZATION FORM
COMPANY NAME:
CARDHOLDER NAME:
CARDHOI.DER PHONE#:
CARDHOLDER ADDRESS:
www.americall.com
CREDIT CARD TYPE {CIRCLE ONE): VISA MASTERCARD AMERICAN EXPRESS DISCOVER
ACCOUNT NUMBER:
EXPIRATION DATE:
CVN (3 or 4 digii Card Verification
AUTHORIZATION: 1 hereby authorize AmeriCall, Inc to charge my credit card in the amount of $250.00.
CARDHOLDER SIGNATURE:
CHECK HERE TO AUTHORIZE AUTOMATIC PAYMENT OF MONTHLY CHARGES BY CREDIT CARO.
CARDHOLDER SIGNATURE:
TODAY'S �ATE
Americall Intemational Inc.
1502 Tacoma Ave. 7acoma WA 98402
1-800-9643556
CHEGK-BY-PHONE REQUES7 FORM
www.americali com
AI( information must be completed in order to process your requesl. Client must sign this fortn and is verifying that they are requesting
AmeriCall to process a check by phone. (f the information below is incorrect AmeriCall will charge up to $25.00 for a return check.
Client signature
1. OKce location:
2. 8illing accounk number:
3. Date:
4. Amount of check: $
5. Client name or Business name on the check information given:
6. Contact name:
7. Client address (street, city, state & zip code):
8. Client phone number from check: �_,___ _____ __ _�____ __,.
9. Clieni email address (not required but helpFul): ____________ _____,_____ ._ _. ______
10. Routing number on check — must be 9 digits: ..__ ,� �__.__ �_ ___ `
11. Client checking account number. _�___ __.,�� _ �
12. Ciient check number:
13. Client bank Name, City and State�
— CONFIRMATION RECEIVED —
Date:
Time:
Amount: