HomeMy WebLinkAboutC-7198-1 - PSA for Fraud Reporting Hotline and System Servicesa0
PROFESSIONAL SERVICES AGREEMENT
r WITH LIGHTHOUSE SERVICES, INC. FOR
V FRAUD REPORTING HOTLINE AND SYSTEM SERVICES
THIS PROFESSIONAL SERVICES AGREEMENT ("Agreement') is made and
entered into as of this 1st day of October, 2017 ("Effective Date"), by and between the
CITY OF NEWPORT BEACH, a California municipal corporation and charter city ("City"),
and LIGHTHOUSE SERVICES, INC., a Pennsylvania corporation ("Consultant'), whose
address is 1710 Walton Road, Suite 204, Blue Bell, Pennsylvania 19422, and is made
with reference to the following:
RECITALS
A. City is a municipal corporation duly organized and validly existing under the laws
of the State of California with the power to carry on its business as it is now being
conducted under the statutes of the State of California and the Charter of City.
B. City desires to engage Consultant to provide a fraud reporting hotline and system
services ("Project').
C. Consultant possesses the skill, experience, ability, background, certification and
knowledge to provide the professional services described in this Agreement.
D. City has solicited and received a proposal from Consultant, has reviewed the
previous experience and evaluated the expertise of Consultant, and desires to
retain Consultant to render professional services under the terms and conditions
set forth in this Agreement.
NOW, THEREFORE, it is mutually agreed by and between the undersigned parties
as follows:
1. TERM
The term of this Agreement shall commence on the Effective Date, and shall
terminate on September 30, 2022, unless terminated earlier as set forth herein.
2. SERVICES TO BE PERFORMED
Consultant shall diligently perform all the services described in the Scope of
Services attached hereto as Exhibit A and incorporated herein by reference ("Services"
or "Work"). City may elect to delete certain Services within the Scope of Services at its
sole discretion.
3. TIME OF PERFORMANCE
3.1 Time is of the essence in the performance of Services under this Agreement
and Consultant shall perform the Services in accordance with the schedule included in
Exhibit A. In the absence of a specific schedule, the Services shall be performed to
completion in a diligent and timely manner. The failure by Consultant to strictly adhere to
the schedule set forth in Exhibit A, if any, or perform the Services in a diligent and timely
manner may result in termination of this Agreement by City.
3.2 Notwithstanding the foregoing, Consultant shall not be responsible for
delays due to causes beyond Consultant's reasonable control. However, in the case of
any such delay in the Services to be provided for the Project, each party hereby agrees
to provide notice within two (2) calendar days of the occurrence causing the delay to the
other party so that all delays can be addressed.
3.3 Consultant shall submit all requests for extensions of time for performance
in writing to the Project Administrator as defined herein not later than ten (10) calendar
days after the start of the condition that purportedly causes a delay. The Project
Administrator shall review all such requests and may grant reasonable time extensions
for unforeseeable delays that are beyond Consultant's control.
3.4 For all time periods not specifically set forth herein, Consultant shall
respond in the most expedient and appropriate manner under the circumstances, by
hand -delivery or mail.
4. COMPENSATION TO CONSULTANT
4.1 City shall pay Consultant for the Services on a time and expense not -to -
exceed basis in accordance with the provisions of this Section and the Schedule of Billing
Rates attached hereto as Exhibit B and incorporated herein by reference. Consultant's
compensation for all Work performed in accordance with this Agreement, including all
reimbursable items and subconsultant fees, shall not exceed Twelve Thousand Dollars
and 00/100 ($12,000.00) ("Compensation"), without prior written authorization from City.
No billing rate changes shall be made during the term of this Agreement without the prior
written approval of City.
4.2 Consultant shall submit annual invoices to City describing the Work to be
performed throughout the following year. Consultant's bills shall include the name of the
person who shall perform the Work, a brief description of the Services to be performed
and/or the specific task in the Scope of Services to which it relates, the date the Services
shall be performed, the number of hours to be spent on all Work billed on an hourly basis,
and a description of any reimbursable expenditures. City shall pay Consultant no later
than thirty (30) calendar days after approval of the annual invoice by City staff.
4.3 City shall reimburse Consultant only for those costs or expenses specifically
identified in Exhibit B to this Agreement or specifically approved in writing in advance by
City.
4.4 Consultant shall not receive any compensation for Extra Work performed
without the prior written authorization of City. As used herein, "Extra Work" means any
Work that is determined by City to be necessary for the proper completion of the Project,
but which is not included within the Scope of Services and which the parties did not
reasonably anticipate would be necessary at the execution of this Agreement.
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Compensation for any authorized Extra Work shall be paid in accordance with the
Schedule of Billing Rates as set forth in Exhibit B.
5. PROJECT MANAGER
5.1 Consultant shall designate a Project Manager, who shall coordinate all
phases of the Project. This Project Manager shall be available to City at all reasonable
times during the Agreement term. Consultant has designated Andy Bronstein to be its
Project Manager. Consultant shall not remove or reassign the Project Manager or any
personnel listed in Exhibit A or assign any new or replacement personnel to the Project
without the prior written consent of City. City's approval shall not be unreasonably
withheld with respect to the removal or assignment of non -key personnel.
5.2 Consultant, at the sole discretion of City, shall remove from the Project any
of its personnel assigned to the performance of Services upon written request of City.
Consultant warrants that it will continuously furnish the necessary personnel to complete
the Project on a timely basis as contemplated by this Agreement.
5.3 If Consultant is performing inspection services for City, the Project Manager
and any other assigned staff shall be equipped with a cellular phone to communicate with
City staff. The Project Manager's cellular phone number shall be provided to City.
6. ADMINISTRATION
This Agreement will be administered by the Finance Department. City's Deputy
Finance Director or designee shall be the Project Administrator and shall have the
authority to act for City under this Agreement. The Project Administrator shall represent
City in all matters pertaining to the Services to be rendered pursuant to this Agreement.
7. CITY'S RESPONSIBILITIES
To assist Consultant in the execution of its responsibilities under this Agreement,
City agrees to provide access to and upon request of Consultant, one copy of all existing
relevant information on file at City. City will provide all such materials in a timely manner
so as not to cause delays in Consultant's Work schedule.
8. STANDARD OF CARE
8.1 All of the Services shall be performed by Consultant or under Consultant's
supervision. Consultant represents that it possesses the professional and technical
personnel required to perform the Services required by this Agreement, and that it will
perform all Services in a manner commensurate with community professional standards
and with the ordinary degree of skill and care that would be used by other reasonably
competent practitioners of the same discipline under similar circumstances. All Services
shall be performed by qualified and experienced personnel who are not employed by City.
By delivery of completed Work, Consultant certifies that the Work conforms to the
requirements of this Agreement, all applicable federal, state and local laws, and legally
recognized professional standards.
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8.2 Consultant represents and warrants to City that it has, shall obtain, and shall
keep in full force and effect during the term hereof, at its sole cost and expense, all
licenses, permits, qualifications, insurance and approvals of whatsoever nature that is
legally required of Consultant to practice its profession. Consultant shall maintain a City
of Newport Beach business license during the term of this Agreement.
8.3 Consultant shall not be responsible for delay, nor shall Consultant be
responsible for damages or be in default or deemed to be in default by reason of strikes,
lockouts, accidents, acts of God, or the failure of City to furnish timely information or to
approve or disapprove Consultant's Work promptly, or delay or faulty performance by
City, contractors, or governmental agencies.
9. HOLD HARMLESS
9.1 To the fullest extent permitted by law, Consultant shall indemnify, defend
and hold harmless City, its City Council, boards and commissions, officers, agents,
volunteers and employees (collectively, the "Indemnified Parties") from and against any
and all claims (including, without limitation, claims for bodily injury, death or damage to
property), demands, obligations, damages, actions, causes of action, suits, losses,
judgments, fines, penalties, liabilities, costs and expenses (including, without limitation,
attorneys' fees, disbursements and court costs) of every kind and nature whatsoever
(individually, a Claim; collectively, "Claims"), which may arise from or in any manner relate
(directly or indirectly) to any breach of the terms and conditions of this Agreement, any
Work performed or Services provided under this Agreement including, without limitation,
defects in workmanship or materials or Consultant's presence or activities conducted on
the Project (including the negligent, reckless, and/or willful acts, errors and/or omissions
of Consultant, its principals, officers, agents, employees, vendors, suppliers, consultants,
subcontractors, anyone employed directly or indirectly by any of them or for whose acts
they may be liable, or any or all of them).
9.2 Notwithstanding the foregoing, nothing herein shall be construed to require
Consultant to indemnify the Indemnified Parties from any Claim arising from the sole
negligence or willful misconduct of the Indemnified Parties. Nothing in this indemnity shall
be construed as authorizing any award of attorneys' fees in any action on or to enforce
the terms of this Agreement. This indemnity shall apply to all claims and liability
regardless of whether any insurance policies are applicable. The policy limits do not act
as a limitation upon the amount of indemnification to be provided by Consultant.
10. INDEPENDENT CONTRACTOR
It is understood that City retains Consultant on an independent contractor basis
and Consultant is not an agent or employee of City. The manner and means of
conducting the Work are under the control of Consultant, except to the extent they are
limited by statute, rule or regulation and the expressed terms of this Agreement. No civil
service status or other right of employment shall accrue to Consultant or its employees.
Nothing in this Agreement shall be deemed to constitute approval for Consultant or any
of Consultant's employees or agents, to be the agents or employees of City. Consultant
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shall have the responsibility for and control over the means of performing the Work,
provided that Consultant is in compliance with the terms of this Agreement. Anything in
this Agreement that may appear to give City the right to direct Consultant as to the details
of the performance of the Work or to exercise a measure of control over Consultant shall
mean only that Consultant shall follow the desires of City with respect to the results of the
Services.
11. COOPERATION
Consultant agrees to work closely and cooperate fully with City's designated
Project Administrator and any other agencies that may have jurisdiction or interest in the
Work to be performed. City agrees to cooperate with the Consultant on the Project.
12. CITY POLICY
Consultant shall discuss and review all matters relating to policy and Project
direction with City's Project Administrator in advance of all critical decision points in order
to ensure the Project proceeds in a manner consistent with City goals and policies.
13. PROGRESS
Consultant is responsible for keeping the Project Administrator informed on a
regular basis regarding the status and progress of the Project, activities performed and
planned, and any meetings that have been scheduled or are desired.
14. INSURANCE
Without limiting Consultant's indemnification of City, and prior to commencement
of Work, Consultant shall obtain, provide and maintain at its own expense during the term
of this Agreement or for other periods as specified in this Agreement, policies of insurance
of the type, amounts, terms and conditions described in the Insurance Requirements
attached hereto as Exhibit C, and incorporated herein by reference.
15. PROHIBITION AGAINST ASSIGNMENTS AND TRANSFERS
Except as specifically authorized under this Agreement, the Services to be
provided under this Agreement shall not be assigned, transferred contracted or
subcontracted out without the prior written approval of City. Any of the following shall be
construed as an assignment: The sale, assignment, transfer or other disposition of any
of the issued and outstanding capital stock of Consultant, or of the interest of any general
partner orjoint venturer or syndicate member or cotenant if Consultant is a partnership or
joint -venture or syndicate or co -tenancy, which shall result in changing the control of
Consultant. Control means fifty percent (50%) or more of the voting power or twenty-five
percent (25%) or more of the assets of the corporation, partnership or joint -venture.
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16. SUBCONTRACTING
The subcontractors authorized by City, if any, to perform Work on this Project are
identified in Exhibit A. Consultant shall be fully responsible to City for all acts and
omissions of any subcontractor. Nothing in this Agreement shall create any contractual
relationship between City and any subcontractor nor shall it create any obligation on the
part of City to pay or to see to the payment of any monies due to any such subcontractor
other than as otherwise required by law. City is an intended beneficiary of any Work
performed by the subcontractor for purposes of establishing a duty of care between the
subcontractor and City. Except as specifically authorized herein, the Services to be
provided under this Agreement shall not be otherwise assigned, transferred, contracted
or subcontracted out without the prior written approval of City.
17. OWNERSHIP OF DOCUMENTS
17.1 Each and every report, draft, map, record, plan, document and other writing
produced, including but not limited to, websites, blogs, social media accounts and
applications (hereinafter "Documents"), prepared or caused to be prepared by Consultant,
its officers, employees, agents and subcontractors, in the course of implementing this
Agreement, shall become the exclusive property of City, and City shall have the sole right
to use such materials in its discretion without further compensation to Consultant or any
other party. Additionally, all material posted in cyberspace by Consultant, its officers,
employees, agents and subcontractors, in the course of implementing this Agreement,
shall become the exclusive property of City, and City shall have the sole right to use such
materials in its discretion without further compensation to Consultant or any other party.
Consultant shall, at Consultant's expense, provide such Documents, including all logins
and password information to City upon prior written request.
17.2 Documents, including drawings and specifications, prepared by Consultant
pursuant to this Agreement are not intended or represented to be suitable for reuse by
City or others on any other project. Any use of completed Documents for other projects
and any use of incomplete Documents without specific written authorization from
Consultant will be at City's sole risk and without liability to Consultant. Further, any and
all liability arising out of changes made to Consultant's deliverables under this Agreement
by City or persons other than Consultant is waived against Consultant, and City assumes
full responsibility for such changes unless City has given Consultant prior notice and has
received from Consultant written consent for such changes.
17.3 All written documents shall be transmitted to City in formats compatible with
Microsoft Office and/or viewable with Adobe Acrobat.
18. CONFIDENTIALITY
All Documents, including drafts, preliminary drawings or plans, notes and
communications that result from the Services in this Agreement, shall be kept confidential
unless City expressly authorizes in writing the release of information.
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19. INTELLECTUAL PROPERTY INDEMNITY
Consultant shall defend and indemnify City, its agents, officers, representatives
and employees against any and all liability, including costs, for infringement or alleged
infringement of any United States' letters patent, trademark, or copyright, including costs,
contained in Consultant's Documents provided under this Agreement.
20. RECORDS
Consultant shall keep records and invoices in connection with the Services to be
performed under this Agreement. Consultant shall maintain complete and accurate
records with respect to the costs incurred under this Agreement and any Services,
expenditures and disbursements charged to City, for a minimum period of three (3) years,
or for any longer period required by law, from the date of final payment to Consultant
under this Agreement. All such records and invoices shall be clearly identifiable.
Consultant shall allow a representative of City to examine, audit and make transcripts or
copies of such records and invoices during regular business hours. Consultant shall allow
inspection of all Work, data, Documents, proceedings and activities related to the
Agreement for a period of three (3) years from the date of final payment to Consultant
under this Agreement.
21. WITHHOLDINGS
City may withhold payment to Consultant of any disputed sums until satisfaction of
the dispute with respect to such payment. Such withholding shall not be deemed to
constitute a failure to pay according to the terms of this Agreement. Consultant shall not
discontinue Work as a result of such withholding. Consultant shall have an immediate
right to appeal to the City Manager or designee with respect to such disputed sums.
Consultant shall be entitled to receive interest on any withheld sums at the rate of return
that City earned on its investments during the time period, from the date of withholding of
any amounts found to have been improperly withheld.
22. ERRORS AND OMISSIONS
In the event of errors or omissions that are due to the negligence or professional
inexperience of Consultant which result in expense to City greater than what would have
resulted if there were not errors or omissions in the Work accomplished by Consultant,
the additional design, construction and/or restoration expense shall be borne by
Consultant. Nothing in this Section is intended to limit City's rights under the law or any
other sections of this Agreement.
23. CITY'S RIGHT TO EMPLOY OTHER CONSULTANTS
City reserves the right to employ other Consultants in connection with the Project.
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24. CONFLICTS OF INTEREST
24.1 Consultant or its employees may be subject to the provisions of the
California Political Reform Act of 1974 (the "Act"), which (1) requires such persons to
disclose any financial interest that may foreseeably be materially affected by the Work
performed under this Agreement, and (2) prohibits such persons from making, or
participating in making, decisions that will foreseeably financially affect such interest.
24.2 If subject to the Act, Consultant shall conform to all requirements of the Act.
Failure to do so constitutes a material breach and is grounds for immediate termination
of this Agreement by City. Consultant shall indemnify and hold harmless City for any and
all claims for damages resulting from Consultant's violation of this Section.
25. NOTICES
25.1 All notices, demands, requests or approvals, including any change in
mailing address, to be given under the terms of this Agreement shall be given in writing,
and conclusively shall be deemed served when delivered personally, or on the third
business day after the deposit thereof in the United States mail, postage prepaid, first-
class mail, addressed as hereinafter provided.
25.2 All notices, demands, requests or approvals from Consultant to City shall
be addressed to City at:
Attn: Deputy Finance Director
Finance Department
City of Newport Beach
100 Civic Center Drive
PO Box 1768
Newport Beach, CA 92658
25.3 All notices, demands, requests or approvals from City to Consultant shall
be addressed to Consultant at:
Attn: Andy Bronstein
Lighthouse Services, Inc.
1710 Walton Road, Suite 204
Blue Bell, PA 19422
26. CLAIMS
Unless a shorter time is specified elsewhere in this Agreement, before making its
final request for payment under this Agreement, Consultant shall submit to City, in writing,
all claims for compensation under or arising out of this Agreement. Consultant's
acceptance of the final payment shall constitute a waiver of all claims for compensation
under or arising out of this Agreement except those previously made in writing and
identified by Consultant in writing as unsettled at the time of its final request for payment.
Consultant and City expressly agree that in addition to any claims filing requirements set
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forth in the Agreement, Consultant shall be required to file any claim Consultant may have
against City in strict conformance with the Government Claims Act (Government Code
sections 900 et seq.).
27. TERMINATION
27.1 In the event that either party fails or refuses to perform any of the provisions
of this Agreement at the time and in the manner required, that party shall be deemed in
default in the performance of this Agreement. If such default is not cured within a period
of two (2) calendar days, or if more than two (2) calendar days are reasonably required
to cure the default and the defaulting party fails to give adequate assurance of due
performance within two (2) calendar days after receipt of written notice of default,
specifying the nature of such default and the steps necessary to cure such default, and
thereafter diligently take steps to cure the default, the non -defaulting party may terminate
the Agreement forthwith by giving to the defaulting party written notice thereof.
27.2 Notwithstanding the above provisions, City shall have the right, at its sole
and absolute discretion and without cause, of terminating this Agreement at any time by
giving no less than seven (7) calendar days' prior written notice to Consultant. In the
event of termination under this Section, City shall be entitled to a prorated refund for any
Compensation paid to Consultant for which Consultant has not provided City with
adequate documentation of Services satisfactorily performed and costs incurred up to the
effective date of termination. On the effective date of termination, Consultant shall deliver
to City all reports, Documents and other information developed or accumulated in the
performance of this Agreement, whether in draft or final form. City shall be given thirty
(30) days from the effective date of termination to download its data from Consultant's
case management system, after such time the data shall be destroyed.
28. STANDARD PROVISIONS
28.1 Recitals. City and Consultant acknowledge that the above Recitals are true
and correct and are hereby incorporated by reference into this Agreement.
28.2 Compliance with all Laws. Consultant shall, at its own cost and expense,
comply with all statutes, ordinances, regulations and requirements of all governmental
entities, including federal, state, county or municipal, whether now in force or hereinafter
enacted. In addition, all Work prepared by Consultant shall conform to applicable City,
county, state and federal laws, rules, regulations and permit requirements and be subject
to approval of the Project Administrator and City.
28.3 Waiver. A waiver by either party of any breach, of any term, covenant or
condition contained herein shall not be deemed to be a waiver of any subsequent breach
of the same or any other term, covenant or condition contained herein, whether of the
same or a different character.
28.4 Integrated Contract. This Agreement represents the full and complete
understanding of every kind or nature whatsoever between the parties hereto, and all
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preliminary negotiations and agreements of whatsoever kind or nature are merged herein.
No verbal agreement or implied covenant shall be held to vary the provisions herein.
28.5 Conflicts or Inconsistencies. In the event there are any conflicts or
inconsistencies between this Agreement and the Scope of Services or any other
attachments attached hereto, the terms of this Agreement shall govern.
28.6 Interpretation. The terms of this Agreement shall be construed in
accordance with the meaning of the language used and shall not be construed for or
against either party by reason of the authorship of the Agreement or any other rule of
construction which might otherwise apply.
28.7 Amendments. This Agreement may be modified or amended only by a
written document executed by both Consultant and City and approved as to form by the
City Attorney.
28.8 Severability. If any term or portion of this Agreement is held to be invalid,
illegal, or otherwise unenforceable by a court of competent jurisdiction, the remaining
provisions of this Agreement shall continue in full force and effect.
28.9 Controlling Law and Venue. The laws of the State of California shall govern
this Agreement and all matters relating to it and any action brought relating to this
Agreement shall be adjudicated in a court of competent jurisdiction in the County of
Orange, State of California.
28.10 Equal Opportunity Employment. Consultant represents that it is an equal
opportunity employer and it shall not discriminate against any subcontractor, employee
or applicant for employment because race, religious creed, color, national origin,
ancestry, physical handicap, medical condition, marital status, sex, sexual orientation,
age or any other impermissible basis under law.
28.11 No Attorneys' Fees. In the event of any dispute or legal action arising under
this Agreement, the prevailing party shall not be entitled to attorneys' fees.
28.12 Counterparts. This Agreement may be executed in two (2) or more
counterparts, each of which shall be deemed an original and all of which together shall
constitute one (1) and the same instrument.
[SIGNATURES ON NEXT PAGE]
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IN WITNESS WHEREOF, the parties have caused this Agreement to be executed
on the dates written below.
APPROVED AS TO FORM:
CITY ATTORNEY'S OFFICE
ATTEST: O n I
Date: "I.
Leilani 1. Brown
City
CITY OF NEWPORT BEACH,
a California municipal corporation
Date: i o - 5 17
By_:�
Da atusi'>?wicz
Finance Director
CONSULTANT: Lighthouse Services,
Inc., a Pennsylvania corporation
Signed in Counterpart
Andy Bronstein
Chief Executive Officer/ Secretary
[END OF SIGNATURES]
Attachments: Exhibit A — Scope of Services
Exhibit B — Schedule of Billing Rates
Exhibit C — Insurance Requirements
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IN WITNESS WHEREOF, the parties have caused this Agreement to be executed
on the dates written below.
APPROVED AS TO FORM:
CITY ATTORNEY'S OFFICE
CITY OF NEWPORT BEACH,
a California municipal corporation
Date:
Bv:
Dan Matusiewicz
Finance Director
ATTEST: CONSULTANT: Lighthouse Services,
Date: Inc., a Pennsylvania corporation
Date: (o x I i-)
By: By:
Leilani 1. Brown Andy Bronstein
City Clerk Chief Executive Officer / Secretary
[END OF SIGNATURES]
Attachments: Exhibit A — Scope of Services
Exhibit B — Schedule of Billing Rates
Exhibit C — Insurance Requirements
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EXHIBIT A
SCOPE OF SERVICES
1. Toll Free Hotline
1.1 The Consultant shall provide a toll free hotline number that shall be unique
to the City and the number will be retained by or transferred to the City after completion
or termination of the contracted Services.
1.2 Complainant calls to the hotline shall be answered by a live intake
representative 24 hours a day, 7 days a week, 365 days a year. The Consultant shall
have sufficient staffing and technical capacity to answer multiple calls simultaneously.
1.3 The Consultant shall provide representatives who are fluent in a variety of
languages, including but not limited to English and Spanish.
1.4 In the rare event a complainant must leave a voicemail message, a live
representative shall attempt to contact the complainant within thirty (30) minutes of the
complainant's voicemail, provided that the complainant left contact information.
1.5 The complainant shall be provided with an option to receive follow-up
communication regarding his or her complaint.
1.6 The City shall be entitled to an unlimited number of calls to the toll free
hotline.
1.7 All hotline complaints shall be entered into the Consultant's case
management system within the same business day as receipt of the complaint.
2. Online System
2.1 The Consultant shall provide an internet based reporting system through a
secure website, customized for the City.
2.2 The website shall include a standardized web form allowing the complainant
to submit allegations through the website.
2.3 Allegations submitted via the website must be read and appropriately routed
to the designated City contact(s) by the Consultant within the same business day as
receipt of the allegation.
2.4 Complainants shall be provided with the option to receive follow-up
communication regarding his or her complaint.
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2.5 Complainants shall be given the option to remain anonymous. Where this
option is selected, the anonymity of online complainants shall be protected. IP addresses
shall not be tracked for complaints submitted via the website.
2.6 The City shall be entitled to an unlimited number of complaint submissions
to the website.
2.7 All web -based complaints shall be entered into the Consultant's electronic
case management system within the same business day as receipt of the complaint.
3. Staff
3.1 Consultant's intake representatives shall be trained to capture sufficient
information from complainants upon which to initiate an investigation into the complaints
and to ask questions as appropriate to solicit this information.
3.2 Consultant's intake representatives shall be trained in delivering excellent
customer service and shall maintain a courteous and professional demeanor with
complainants at all time.
3.3 The Consultant shall provide a dedicated account representative as the
single point of contact for any issues regarding City's contracts/agreements. The
representative shall be a senior staff member.
4. Integrated Case Management System
All complaints, including hotline and web submitted complaints, shall be tracked in
an integrated case management system. The Consultant shall provide an integrated Case
Management System ("System") with the following specifications:
4.1 The System shall generate and deliver an electronic notification to the City
of all new complaints, including a complaint summary, within three (3) hours of a new
case being created in the System.
4.2 At a minimum, the complaint summary shall include the date and time the
complaint was submitted, the method the complaint was reported (via hotline or online),
a detailed description of the nature of the complaint, and whether the complainant has
selected the option for follow-up communication.
4.3 If so requested by the complainant, the complaint summary shall be
anonymous as to the identity of the complainant.
4.4 The System shall generate and deliver an electronic notification to the City
of all subsequent and follow up communication between the Consultant and the
complainant within three (3) hours of said communication being entered into the System.
4.5 The System shall track initial complaints and any subsequent follow-up
contact with complainants on the same allegations.
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4.6 The System shall allow a designation of a broad case type including but not
limited to fraud, waste, abuse, equal employment opportunity ("EEO") related, or
management issues.
4.7 The System shall allow the City to input and track complaints received
directly by the City into the System.
4.8 The System shall automatically assign a unique case number to each new
complaint. Case numbers shall be assigned in a systematic and serialized manner.
4.9 The System shall allow a system administrator from the City to assign
specific cases to other users within the system for investigation.
4.10 The System shall allow the assigned City investigator to input investigative
notes into the system.
4.11 The System shall provide the ability to set a reminder for needed actions for
specific cases.
4.12 The System shall allow the City to have a minimum of one (1) System
administrator with full System access and rights to the City data and the ability to add new
users and assign access rights and five (5) end users with varying levels of System
access and rights.
4.13 The System shall provide for the indefinite storage of the City's complaint
and investigative data in accordance with California record retention requirements for
local governments. Each individual record shall be subject to a 10MB maximum limit.
4.14 The System shall provide a method for the City to communicate with intake
representatives regarding specific cases, including providing follow-up information and
questions to be shared with the complainants by the intake representative.
4.15 The System shall include the ability to reflect the status of a particular case,
at a minimum allowing the case to be reflected as open or closed.
4.16 The System shall allow for the creation and downloading of monthly, annual,
and year to date reports of program activity. These reports shall be easily sortable by a
variety of fields including date, nature of the complaint, and length of time from the initial
complaint intake to when the case was reflected as closed in the system. These reports
may be provided by the Consultant to the City electronically or run and downloaded by
the City's system administrator.
4.17 The System shall be searchable.
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5. Marketing and Educational Materials
The Consultant shall provide the City with communication tools and other materials
to promote and advertise the hotline and website, including posters, business cards and
brochures customized to the City for both employees and residents of the City.
6. Technical Support Requirements
6.1 The Consultant shall provide dedicated support from the client services
team for program set up, system training, and on-going system maintenance.
6.2 The toll-free hotline shall be accessible to persons with disabilities, including
but not limited to individuals who use Text Telephone (TTY) and the Telecommunications
Relay Service (TRS).
6.3 The website shall be accessible to persons with disabilities, including, but
not limited to, accessible elements such as alt tags, long descriptions, and/or captions for
photos, graphics, scanned images, and video. Documents posted on the website should
be in HTML or a text -based format (even if posted in another format, such as Portable
Document Format (PDF), so they may be read by reader software. Online forms and
tables should also be accessible.
6.4 The Consultant shall ensure the network security of all City data maintained
in the system.
6.5 The Consultant shall maintain adequate capacity on its network during the
Agreement term to meet the City's usage needs.
7. Annual Meeting
The Consultant shall meet with the City a minimum of one time annually to provide a
program overview, including trends, benchmarking against the Consultant's book of
business, new program or System features, and any recommendations the Consultant
believes the City should consider moving forward.
8. City's Reasonable Use
8.1 Permissible Use(s). Consultant's hotline program shall be used for the
reporting of wrongdoing by City's stakeholders (including employees, vendors,
volunteers, contractors, and customers) or such other activities as expressly described in
this Agreement.
8.2 Normal, Reasonable Use. Consultant may evaluate City's usage in
comparison to the overall average customer usage of Consultant's program.
8.3 A customer whose cost per report, as defined by the Consultant's annual
fee for hotline services divided by the number of reports received in a year, or projected
Lighthouse Services, Inc. Page A-4
reports to be received in a year, is below $40.00, is deemed to have excess use of
Consultant's hotline program.
8.4 In the event of excess usage of Consultant's hotline, Consultant may
determine that abnormal, unreasonable or impermissible usage is occurring, and may
take appropriate steps described in Section 8.5 ("Consultant's Rights").
8.5 Consultant's Rights. Consultant reserves the right to review City's account
and take action if: account usage is beyond normal standards, City's hotline program has
impermissible use, City's hotline program is detrimental to other customers' ability to use
the service, or City's hotline program adversely affects Consultant's operations. If
Consultant determines that City is engaging in excessive or impermissible usage,
Consultant shall inform City and provide City with the opportunity to correct the usage
within ten (10) business days. If City fails to correct usage activity within ten (10) business
days, Consultant may exercise its right to transfer City's service to a more appropriate
plan, charge rates contained in Exhibit B or suspend service with thirty (30) calendar days'
notice. Consultant reserves all of its legal rights.
Lighthouse Services, Inc. Page A-5
EXHIBIT B
SCHEDULE OF BILLING RATES
Lighthouse Services, Inc. Page B-1
EXHIBIT B - SCHEDULE OF BILLING RATES
Setup/StartupSetup/Startup Fee
Included
Custom Web Landing Pae
Included
North America Toll Free Number
Included
Case Management System CMS
Unlimited Licenses
Services Outside North America`
Extra
Exclusive Web Reporting URL
Included
Monthly Activity Report
Included
Custom Employee Hotline Training Video
Included
Consultation with Subject Matter Experts
Included
Program Promotional and Instructional Material"
Included
Ethics Assessment Questionnaire
Included
Report Fee (English and Spanish)
Included
Number of Employees
1,200
Per Em to ee Fee
$N/A
Base Service Fee
$N/A
Total Annual Fee
$1,495.00
Foreign Language Reports: Translation services are available in 140 languages. Reports other than English or
Spanish are subject to a $75.00 fee.
Worldwide Toll Free Number: *$350.00 per year (for reports outside North America).
Collateral Material:
Wallet Cards $35.00 per 100 (black & white) or $45.00 per 100 (color)
Laminated Posters
Size Black & White Color Size Black & White
Color
8 '/: x 11 $7.00 $8.00 18 x 24 $40.00
$45.00
11 x 17 $11.00 $12.00 24 x 36 $70.00
$75.00
" Program promotional and instructional material available at no charge includes administrator and employee training
material, collateral material artwork, policy templates, website landing page sample content, hotline program introductory
letters, and program implementation guidelines.
Other Information: Includes phone, web, email, fax and mail reports. Telephone script customization available for
$300/yr. Web form changes subject to a one-time programming fee of $100/hr.
Ethics Training: Includes customized employee ethics hotline training video. Fee based e -Learning courses available.
EXHIBIT C
INSURANCE REQUIREMENTS — PROFESSIONAL SERVICES
1. Provision of Insurance. Without limiting Consultant's indemnification of City, and
prior to commencement of Work, Consultant shall obtain, provide and maintain at
its own expense during the term of this Agreement, policies of insurance of the
type and amounts described below and in a form satisfactory to City. Consultant
agrees to provide insurance in accordance with requirements set forth here. If
Consultant uses existing coverage to comply and that coverage does not meet
these requirements, Consultant agrees to amend, supplement or endorse the
existing coverage.
2. Acceptable Insurers. All insurance policies shall be issued by an insurance
company currently authorized by the Insurance Commissioner to transact
business of insurance in the State of California, with an assigned policyholders'
Rating of A- (or higher) and Financial Size Category Class VII (or larger) in
accordance with the latest edition of Best's Key Rating Guide, unless otherwise
approved by the City's Risk Manager.
3. Coverage Requirements.
A. Workers' Compensation Insurance. Consultant shall maintain Workers'
Compensation Insurance, statutory limits, and Employer's Liability
Insurance with limits of at least one million dollars ($1,000,000) each
accident for bodily injury by accident and each employee for bodily injury by
disease in accordance with the laws of the State of California, Section 3700
of the Labor Code.
Consultant shall submit to City, along with the certificate of insurance, a
Waiver of Subrogation endorsement in favor of City, its City Council, boards
and commissions, officers, agents, volunteers and employees.
B. General Liability Insurance. Consultant shall maintain commercial general
liability insurance, and if necessary umbrella liability insurance, with
coverage at least as broad as provided by Insurance Services Office form
CG 00 01, in an amount not less than one million dollars ($1,000,000) per
occurrence, two million dollars ($2,000,000) general aggregate. The policy
shall cover liability arising from premises, operations, personal and
advertising injury, and liability assumed under an insured contract (including
the tort liability of another assumed in a business contract).
C. Automobile Liability Insurance. Consultant shall maintain automobile
insurance at least as broad as Insurance Services Office form CA 00 01
covering bodily injury and property damage for all activities of Consultant
arising out of or in connection with Work to be performed under this
Agreement, including coverage for any owned, hired, non -owned or rented
vehicles, in an amount not less than one million dollars ($1,000,000)
combined single limit each accident.
Lighthouse Services, Inc. Page C-1
D. Professional Liability (Errors & Omissions) Insurance. Consultant shall
maintain professional liability insurance that covers the Services to be
performed in connection with this Agreement, in the minimum amount of
one million dollars ($1,000,000) per claim and two million dollars
($2,000,000) in the aggregate. Any policy inception date, continuity date,
or retroactive date must be before the Effective Date of this Agreement and
Consultant agrees to maintain continuous coverage through a period no
less than three years after completion of the Services required by this
Agreement.
4. Other Insurance Requirements. The policies are to contain, or be endorsed to
contain, the following provisions:
A. Waiver of Subrogation. All insurance coverage maintained or procured
pursuant to this Agreement shall be endorsed to waive subrogation against
City, its City Council, boards and commissions, officers, agents, volunteers
and employees or shall specifically allow Consultant or others providing
insurance evidence in compliance with these requirements to waive their
right of recovery prior to a loss. Consultant hereby waives its own right of
recovery against City, and shall require similar written express waivers from
each of its subconsultants.
B. Additional Insured Status. All liability policies including general liability,
excess liability, pollution liability, and automobile liability, if required, but not
including professional liability, shall provide or be endorsed to provide that
City, its City Council, boards and commissions, officers, agents, volunteers
and employees shall be included as insureds under such policies.
C. Primary and Non Contributory. All liability coverage shall apply on a primary
basis and shall not require contribution from any insurance or self-insurance
maintained by City.
D. Notice of Cancellation. All policies shall provide City with thirty (30)
calendar days' notice of cancellation (except for nonpayment for which ten
(10) calendar days' notice is required) or nonrenewal of coverage for each
required coverage.
5. Additional Agreements Between the Parties. The parties hereby agree to the
following:
A. Evidence of Insurance. Consultant shall provide certificates of insurance to
City as evidence of the insurance coverage required herein, along with a
waiver of subrogation endorsement for workers' compensation and other
endorsements as specified herein for each coverage. Insurance certificates
and endorsement must be approved by City's Risk Manager prior to
commencement of performance. Current certification of insurance shall be
kept on file with City at all times during the term of this Agreement. City
reserves the right to require complete, certified copies of all required
insurance policies, at any time.
Lighthouse Services, Inc. Page C-2
B. City's Right to Revise Requirements. City reserves the right at any time
during the term of the Agreement to change the amounts and types of
insurance required by giving Consultant sixty (60) calendar days' advance
written notice of such change. If such change results in substantial
additional cost to Consultant, City and Consultant may renegotiate
Consultant's compensation.
C. Enforcement of Agreement Provisions. Consultant acknowledges and
agrees that any actual or alleged failure on the part of City to inform
Consultant of non-compliance with any requirement imposes no additional
obligations on City nor does it waive any rights hereunder.
D. Requirements not Limiting. Requirements of specific coverage features or
limits contained in this Section are not intended as a limitation on coverage,
limits or other requirements, or a waiver of any coverage normally provided
by any insurance. Specific reference to a given coverage feature is for
purposes of clarification only as it pertains to a given issue and is not
intended by any party or insured to be all inclusive, or to the exclusion of
other coverage, or a waiver of any type. If the Consultant maintains higher
limits than the minimums shown above, the City requires and shall be
entitled to coverage for higher limits maintained by the Consultant. Any
available insurance proceeds in excess of the specified minimum limits of
insurance and coverage shall be available to the City.
E. Self-insured Retentions. Any self-insured retentions must be declared to
and approved by City. City reserves the right to require that self-insured
retentions be eliminated, lowered, or replaced by a deductible. Self-
insurance will not be considered to comply with these requirements unless
approved by City.
F. City Remedies for Non -Compliance. If Consultant or any subconsultant fails
to provide and maintain insurance as required herein, then City shall have
the right but not the obligation, to purchase such insurance, to terminate this
Agreement, or to suspend Consultant's right to proceed until proper
evidence of insurance is provided. Any amounts paid by City shall, at City's
sole option, be deducted from amounts payable to Consultant or reimbursed
by Consultant upon demand.
G. Timely Notice of Claims. Consultant shall give City prompt and timely notice
of claims made or suits instituted that arise out of or result from Consultant's
performance under this Contract, and that involve or may involve coverage
under any of the required liability policies.
H. Consultant's Insurance. Consultant shall also procure and maintain, at its
own cost and expense, any additional kinds of insurance, which in its own
judgment may be necessary for its proper protection and prosecution of the
Work.
Lighthouse Services, Inc. Page C-3
CERTIFICATE OF INSURANCE
CHECKLIST
City of Newport Beach
This checklist is comprised of requirements as outlined by the City of Newport Beach. x
Date Received: 10/5/17 Dept./Contact Received From: Anthony
Date Completed: 10/5/17 Sent to: Anthony By: Jan
Company/Person required to have certificate: Lighthouse Services Inc.
Type of contract:
I. GENERAL LIABILITY
EFFECTIVE/EXPIRATION DATE: 6/19/17 — 6/19/18
A.
INSURANCE COMPANY: Selective Insurance Company of America
B.
AM BEST RATING (A-: VII or greater): A / XIV
AM BEST RATING A-: VII or greater) A / XIV
C.
ADMITTED Company (Must be California Admitted):
ADMITTED COMPANY (Must be California Admitted):
Is Company admitted in California?
E Yes ❑ No
D.
LIMITS (Must be $1M or greater): What is limit provided?
$lNV$3M
E.
ADDITIONAL INSURED ENDORSEMENT—please attach
® Yes ❑ No
F.
PRODUCTS AND COMPLETED OPERATIONS (Must
include): Is it included? (completed Operations status does
F.
not apply to Waste Haulers or Recreation)
E Yes ❑ No
G.
ADDITIONAL INSURED FOR PRODUCTS AND
❑ Yes ❑ No
G.
COMPLETED OPERATIONS ENDORSEMENT (completed
❑ Yes E No
H.
Operations status does not apply to Waste Haulers)
E Yes ❑ No
H.
ADDITIONAL INSURED WORDING TO INCLUDE (The City
its officers, officials, employees and volunteers): Is it
included?
E Yes ❑ No
I.
PRIMARY & NON-CONTRIBUTORY WORDING (Must be
included): Is it included?
E Yes ❑ No
J.
CAUTION! (Confirm that loss or liability of the named insured
is not limited solely by their negligence) Does endorsement
include "solely by negligence" wording?
❑ Yes E No
K.
ELECTED SCMAF COVERAGE (RECREATION ONLY):
E N/A ❑ Yes ❑ No
L.
NOTICE OF CANCELLATION:
❑ N/A E Yes ❑ No
II. AUTOMOBILE LIABILITY
EFFECTIVE/EXPIRATION DATE: 6/19/17 — 6/17/18
A.
INSURANCE COMPANY: Selective Insurance Company of America
B.
AM BEST RATING A-: VII or greater) A / XIV
C.
ADMITTED COMPANY (Must be California Admitted):
Is Company admitted in California?
E Yes ❑ No
D.
LIMITS - If Employees (Must be $1M min. BI & PD and $500,000
UM, $2M min for Waste Haulers): What is limits provided? $1,000,000
E
LIMITS Waiver of Auto Insurance / Proof of coverage (if individual)
(What is limits provided?) N/A
F.
PRIMARY & NON-CONTRIBUTORY WORDING (For Waste
Haulers only): E N/A
❑ Yes ❑ No
G.
HIRED AND NON -OWNED AUTO ONLY: ❑ N/A
❑ Yes E No
H.
NOTICE OF CANCELLATION: ❑ N/A
E Yes ❑ No
WORKERS'COMPENSATION
EFFECTIVE/EXPIRATION DATE: 6/19/17 —6/19/18
A. INSURANCE COMPANY: Selective Way Insurance Company
B. AM BEST RATING (A-: VII or greater): A/XIV
C. ADMITTED Company (Must be California Admitted):
D. WORKERS' COMPENSATION LIMIT: Statutory
E. EMPLOYERS' LIABILITY LIMIT (Must be $1M or greater)
F. WAIVER OF SUBROGATION (To include): Is it included?
G. SIGNED WORKERS' COMPENSATION EXEMPTION FORM:
H. NOTICE OF CANCELLATION:
❑ Yes ® No
® Yes ❑ No
$1,000,000
❑ Yes ® No
® N/A ❑ Yes ❑ No
❑ N/A ® Yes ❑ No
ADDITIONAL COVERAGE'S THAT MAYBE REQUIRED
IV. PROFESSIONAL LIABILITY, EFF: 6/19/17-6/19/18 RLI INSURANCE COMPANY
Best Guide Rated: A+/XI, Admitted $2M/$2M ❑ N/A ® Yes ❑ No
V POLLUTION LIABILITY
011111111111111.11111111l:1:RIV[.9 /
HAVE ALL ABOVE REQUIREMENTS BEEN MET?
IF NO, WHICH ITEMS NEED TO BE COMPLETED?
Approved:
Agent ofAlliant Insurance Services
Broker of record for the City of Newport Beach
10/5/17
Date
® N/A ❑ Yes ❑ No
® N/A ❑ Yes ❑ No
® Yes ❑ No
RISK MANAGEMENT APPROVAL REQUIRED (Non -admitted carrier rated less than _;
Self Insured Retention or Deductible greater than $ ) ❑ N/A ❑ Yes ❑ No
Reason for Risk Management approval/exception/waiver:
Risk Management approval required for non -admitted Workers Compensation carrier. 10/5/17 Risk Manager
Approved:
Risk Management
* Subject to the terms of the contract.
Date