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AG 11-112' �, 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: