CITY COUNCIL ACTION REQUEST
Department(s):
City Manager’s Office
CEQA:
Not a Project, File No.
PP17-003,
Agreements/Contracts
(New or Amended)
resulting in no
physical changes to the
environment.
Coordination:
City Attorney’s Office;
City Manager’s Budget
Office; Information
Technology Department
Dept. Approval:
/s/
Dolan Beckel
Council District(s):
Citywide
CMO Approval:
7/24/23
SUBJECT: AMENDMENT TO THE AGREEMENT WITH GUIDEHOUSE, INC. FOR
CUSTOMER SERVICE VISION AND STANDARDS SERVICES
RECOMMENDATION:
Adopt a resolution authorizing the City Manager to negotiate and execute a Second Amendment to the Master Consulting Agreement with Guidehouse, Inc. (Falls Church, VA) for City service delivery and customer service to increase compensation by $400,000 for new a maximum compensation not to exceed $1,200,000.
BASIS FOR RECOMMENDATION:
In December 2021, a competitive Request for Proposal was released by the City Manager’s Office to procure services related to discovery, design, strategic planning, pilot implementation, and evaluation for City service delivery and customer service. On April 19, 2022,
1 the City Council adopted a resolution authorizing the City Manager to negotiate and execute master consulting agreements with four vendors qualified to provide the procured services. On February 14, 2023,2 the City Council adopted a resolution authorizing the City Manager to negotiate and execute the First Amendment to the master consulting agreement with Guidehouse, Inc. to enable continued discovery, design, strategic planning, initial pilots, and evaluation work for one strategic initiative (Customer Service Vision and Standards) and one Enterprise Priority (Sustainable and Resilience City Infrastructure and Emergency Preparedness). These tasks included: updating and expanding on key customer service strategic plan recommendations, creating a centralized governance and distributed operations model for citywide customer service, and writing the job descriptions aligned to the governance model for the positions approved in the annual budget. On March 7, 2023, 3 the City Council adopted the
Customer Service Vision and Standards strategy and recommendations.
City Council’s approval of this Second Amendment to the Master Consulting Agreement with Guidehouse, Inc. will allow staff to move forward and enter into additional service order agreements to continue discovery, design, strategic planning, initial pilots, and evaluation work for two strategic planning initiatives:
1) Customer Service Vision and Standards and 2) Digital Equity Assessment. For Customer Service Vision and Standards, these tasks shall include, but are not limited to, discovery, design, and recommendations for a neighborhood association engagement model, as directed by the City Council on April 18, 2023 4 through the
Neighborhood Services and Education Committee. In particular, for improving access to neighborhood
1 April 19, 2022, City Council Memorandum:
https://sanjose.legistar.com/View.ashx?M=F&ID=10703948&GUID=9FE2FFD0-86D6-4598-AD40-A1C891859A24 2 February 14, 2023, City Council Memorandum:
https://sanjose.legistar.com/View.ashx?M=F&ID=11619252&GUID=01C6983F-6684-489A-B0D4-CE55202E8B6B 3 March 7, 2023, City Council Memorandum:
https://sanjose.legistar.com/View.ashx?M=F&ID=11673555&GUID=2DE01357-759F-4E45-847F-1C6A7E04B3A8 4 April 18, 2023, City Council Memorandum:
https://sanjose.legistar.com/View.ashx?M=F&ID=11818203&GUID=6038F369-60F2-4CD5-B80F-DD5E0F6C958D
COUNCIL AGENDA: 8/2/23
FILE: 23-992
ITEM: 2.8
services through customer service. The resulting recommendations will inform the path forward for neighborhood services accessibility and customer service solutions and are planned to be brought to the Neighborhood Services and Education Committee on December 14, 2023 and are in service of the recommendations adopted by the City Council in support of the Customer Service Vision and Standards. For the Digital Equity Assessment, these tasks shall include assisting the Library and Information Technology departments by assessing the City’s existing digital equity and broadband programs, co-authoring the City’s assessment report and recommendations, and creating a corresponding Digital Equity community engagement and survey framework.
As such, staff requests City Council approval to negotiate and execute a Second Amendment to the agreement to increase the compensation in the amount of $400,000 for a maximum compensation not to exceed $1,200,000.
Commission Recommendation/Input: There is no commission recommendation or input associated with this action.
This Council item is consistent with the 2023-2024 City Manager’s Foundational Strategic Support Focus Area of delivering excellent customer service and the Strategic Support City Service Area Outcome of a high performing workforce committed to exceeding internal and external customer expectations.
COST AND FUNDING SOURCE:
Fund # Appn # Appn Name Current Total
Appn Amt. for Contract
2023-2024
Proposed
Operating
Budget
Page*
Last Budget
Action (Date,
Ord. No.)
001 218T Customer Service Vision and
Standards
$4,160,000
$400,00 799 6/20/2023,
30933
*The Adopted Operating Budget was approved by the City Council on June 13, 2023, and adopted on June 20, 2023.
FOR QUESTIONS CONTACT: Erik Chiarella Jensen, Assistant to the City Manager, (408) 795-1614.