ITEM 6-K

Council Meeting: October 10, 2000

TO: Mayor and City Council

FROM: City Staff

SUBJECT: Recommendation to Authorize the City Manager to Negotiate and Execute a Contract with Insight Strategies Inc. to Undertake a Customer Service Training Course for Santa Monica's Big Blue Bus

INTRODUCTION

This report recommends that the City Council authorize the City Manager to negotiate and execute an agreement with Insight Strategies Inc. for a Customer Service Training Program for the staff of Santa Monica's Big Blue Bus.

BACKGROUND

For FY 2000-2001, the Big Blue Bus Strategic Plan calls for the implementation of a customer service program for all of its staff. Big Blue Bus drivers, mechanics, clerical, supervisory and management staff represent the City on each of its 170 buses, which operate in a 50 square mile service area, through customer information and service inquiries and through contacts with citizens of the Santa Monica Bay area. Each day, Santa Monica service carries over 65,000 passengers, who need support and assistance.

The Big Blue Bus sent copies of the Request for Proposals (RFP) to five firms with experience in customer service training. Two firms responded to the proposal: Insight Strategies, Inc. and Innovative Resources, Inc. The proposals were evaluated by Big Blue Bus and City Manager's Office staff based on the following criteria: 1) understanding of project requirements; 2) proposed scope of work; 3) experience of firm and personnel; 4) past performance; and 5) proposed price.

The recommended course will be two days in length, covering topics which include perception and feedback; team development; communication and interpersonal skills; and customer focus. In evaluating Insight Strategies' proposal, staff felt that the course outline, as proposed, meshed well with previous employee training in leadership and teamwork, and provided a strong emphasis on customer focus, communication and interpersonal skills. Previous training for Big Blue Bus supervisors by Insight Strategies has demonstrated that they produce a quality training program. It is expected that the training will improve employee morale and reduce passenger complaints.

BUDGET/FINANCIAL IMPACT

Insight Strategies' proposed fee for this project is $120,000 to train 330 Big Blue Bus employees. Budgetary authorization for this expenditure is contained in Transportation Account Numbers 41656.555062 and 41654.555210.

RECOMMENDATION

It is recommended that the City Council authorize the City Manager to negotiate and execute an agreement in the amount of $ 120,000 with Insight Strategies, Inc. to provide customer service training for the employees of the Big Blue Bus.

Prepared by: 

John B. Catoe Jr., Director of Transit Services
Robert Ayer, Transit Services Manager