File #: 2019-3348    Version: 1 Name:
Type: Resolution Status: Preliminary Item
File created: 2/12/2019 In control: Board of Commissioners
On agenda: 3/12/2019 Final action:
Title: Commission District(s): All RFP - Request for Proposals No. 18-500503 for Customer Service Training Program Design and Implementation: for use by the Department of Human Resources & Merit System (HR). Consists of the design and implementation of a Customer Service Training Program. Recommend award to the highest scoring proposer: Moran Consulting, Inc. Amount Not To Exceed: $323,788.00.
Attachments: 1. Agenda Notes, 2. UD Recommendation, 3. BAFO Request, 4. BAFO Response, 5. 18-500503 -Cumulative Score Report

Purchasing Type: Request for Proposals (RFP)                               

Public Hearing:  YES ☐     NO ☒                                  Department: Purchasing & Contracting                                     

 

AGENDA ITEM:

Title

Commission District(s): All

RFP - Request for Proposals No. 18-500503 for Customer Service Training Program Design and Implementation: for use by the Department of Human Resources & Merit System (HR). Consists of the design and implementation of a Customer Service Training Program. Recommend award to the highest scoring proposer: Moran Consulting, Inc. Amount Not To Exceed: $323,788.00.

 

Body

Information Contact: Talisa Clark, CPPO

Phone Number: (404) 687-2797

 

PURPOSE:

Consists of the design and implementation of a Customer Service Training Program. This project will include: 1) Customer Service Assessment; 2) Development of Servant Leadership Principles, Customer Service Standards/Branding and Sustainable Customer Service Strategies; 3) Customized Customer Service Training Curriculum and Delivery; and 4) Train-the-Trainer Model for County-wide Rollout.  Eleven (11) proposals were received.

 

RECOMMENDATION:

Recommended Action

Recommend award to the highest scoring proposer:

 

Moran Consulting, Inc., 883 W. Bell Plaine # 1, Chicago, IL 60613

 

Amount Not To Exceed:  $323,788.00

 

and authorize the Chief Executive Officer to execute the contract and all associated documents.

 

Evaluation Committee Scores:

 

Firms:                                                                                                         Scores:

 

Moran Consulting, Inc.                                          94.00

Turnkey Solutions, LLC                                          90.20

AETC, Inc.                                                                                    84.85

Addo Worldwide                                                               73.80

Diversified Technologies, LLC                     72.60

MBR Joint Venture Team                                          64.60

BHFL Group, LLC                                                               61.20

Performance Solutions by Design                     62.20

MYP, Inc. dba P3 Delivery                                          61.10

 

 

Short-listed Firms Interviewed:

Moran Consulting, Inc.                                          

Turnkey Solutions, LLC                                          

AETC, Inc.                                                                                    

 

Non-Responsive Firm:

Signature, Inc.

 

Non-Responsible Firm:

JH Business Services, LLC

 

After evaluation of technical and cost proposals, the recommendation is to award to the highest scoring proposer.

 

ADDITIONAL INFORMATION:

1. LSBE Participation:                                                                                    20%                                                                                    

2. Contract Effective Date:                                                                                    Date of Award

3. Contract Expiration Date:                                                                                    1 Year Term

4. Funding:                                                                                                                              General - Operating (HR)