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CM-11-09-178Item Caption: "rnr:.t'1 NftlSIIIJ 1797 AUG 1 '!01 City Manager Approval Form Consider City Manager approval to execute a Training Agreement with Strategic Government Resources for four training classes - "Extraordinary Customer Service." Approval Date: September 2, 2011 Department Name: Administration Department Project Manager: Monique Adams Assigned Attorney: N/A Item Summary: Each year the Customer Service Team offers training opportunities for employees as part of Customer Service Awareness Week. Brad Voss is one of the presenters from the Customer Service Academy and comes highly recommended by the graduates of the program and HR staff. There will be four two-hour classes offered on October 4 - 5, 2011. No. of Originals Submitted: 2 Project Name: Customer Service Training Cost: $4,000 Source of Funds: General Fund Source of Funds (if applicable): General Fund Account Number: 5439-100-19000/5439-100-19000 with a 70/30 split Finance Director Approval: Cheryl Delaney Date: 8/31/11 Department Director Approval: Date: CIP N/A **Electronic signature by the Director is acceptable. Please only submit ONE approval form per item. ** OK Budget N/A OK Purchasing N/A lr l Accounting n OK N/A OK ITEMS WILL NOT BE PLACED ON THE COUNCIL OR CM AGENDA W/OUT PRIOR FINANCE AND/OR LEGAL APPROVAL REV. 6/20/11 CITY OF Round Rock, TX Proposed Training Agreement TO: Steve Norwood, City Manager, City of Round Rock, TX FROM: Krisa Delacruz, Strategic Government Resources (SGR) SUBMITTED ON: August 29, 2011 SUBJECT: Provision of Training Services — October 4-5, 2011 OVERVIEW We are pleased to submit this proposal to provide local government specific training and development to your employees. The classes described below will be held at the following location: City of Round Rock, TX — Specific training address TBD SGR proposes to provide the following classes: • Extraordinary Customer Service — Tuesday, Oct. 4, 2011, 12:45pm-2:45pm • Extraordinary Customer Service — Tuesday, Oct. 4, 2011, 3:OOpm-5:OOpm • Extraordinary Customer Service — Wednesday, Oct. 5, 2011, 8:15am-10:15am • Extraordinary Customer Service — Wednesday, Oct. 5, 2011, 10:30am-12:30pm The presenter will be on site thirty minutes prior to the start time and will need access to the training room at that time. Likewise, all room set up and AV set up should be in place and operational one half hour prior to the designated start time to allow for presenter testing and organization. PHILOSOPHICAL BASE FOR TRAINING In the fall of 2001, twelve innovative and visionary municipal HR Directors asked SGR to collaborate with them to develop the North Texas Municipal Alliance for the purpose of providing high quality training within a local govemment context at a low cost. In response, SGR developed a curriculum based training program that ensures a coherent, complete and coordinated strategy for developing local government employees to their greatest potential. 1 CM-1U-OCI -i' Our curriculum is offered within the framework of the copyrighted Fourth Dimension Leadership model developed by Ron Holifield. Fourth Dimension Leadership identifies four distinct leadership dimensions — relational, operational, systems, and strategic. It provides a structure that focuses on holistic and integrated employee development and not just menu -driven training. More information on the Fourth Dimension Leadership Model is available upon request. SGR has carefully designed the overall curriculum flow to ensure seamless consistency in everything we present and to ensure that every class builds on all previous classes, while laying a foundation for all subsequent classes. SGR contracts with expert presenters to facilitate each class. You can view all of our speakers' biographies on our website by using the following link http://www.novemmentresource.com/oages/speakers bios. Today, SGR supports over a dozen regional alliances across Texas, Oklahoma, and Missouri with almost 200 member cities. We offer over 50 different live classes developed specifically for the local govemment environment. In addition, we offer online training. HOST CITY OBLIGATIONS 1. Provision of a suitable meeting room at no cost. The ideal meeting room is one that is designed for a maximum occupancy of about 50 persons, with a classroom style arrangement so that every participant has a seat at a table, with reasonable and comfortable space and distance between themselves and other occupants of the table. A preferred room set up will be provided based upon the particular classes being offered. 2. Provision of participant copies. SGR will email black and white participant copies to the host organization no less than one week from date of scheduled classes. The host is responsible for making reproductions of the copies and having them available for the presenter to distribute upon arrival. 3. Provision of basic AV needs for the session, including as needed: DVD/TV set up, laptop/LED projector set up, CD player, flip chart, projector, sound system for large venue, etc., along with access to a staff person who knows how to troubleshoot the equipment. Said person does not have to be in the session, but should be accessible within a ten-minute response time. A preferred AV set up plan will be provided based upon the particular classes being offered. 4. Provision of a session coordinator to greet the class attendees, ensure session sign up sheets are distributed and collected and sent back with presenter, and generally be available and accessible to solve problems that may occur. Said person does not have to be in the session the entire time, but should be accessible within a ten-minute response time. Additionally, he/she should stay on site for approximately the first 20 minutes of any session to ensure a smooth launch. 5. Provision of a contact for the presenter. SGR will email and introduce said contact and presenter one week prior to class date to make any necessary arrangements, reconfirm date/time and location, allow for resolution of any questions, and generally ensure a smooth event. 6. Some organizations prefer to provide light snacks for participants. SGR recommends such provision, but leaves that decision up to the host. 2 COST SGR bills on a flat rate per half-day basis: Day One Flat Rate - $2,000.00 Day Two Flat Rate - $2,000.00 The quoted flat rate per session includes all speaker travel expenses (flight and/or mileage, lodging, meals, etc). There are no additional fees. Total billing for two half-day training sessions: $4000.00 WORKBOOKS Participant copies are the responsibility of the host See paragraph 2 under host city section above. REFERENCES A comprehensive list of SGR's almost 200 client cities can be provided upon request. However, we are pleased to provide the following short list of some of our member city contacts. i. Jill McAdams HR Director, City of Bedford jmcadams a©ci.bedford.tx.us 817-952-2167 2. Karen Clark HR Managerfrraining Director, City of Waco karenc(aci.waco.tx. us 254-750-5679 3. Maria Reed HR Director, City of Burleson mreed(aburlesontx.com 817-447-5400 EVALUATION SGR utilizes several forms of evaluation for each class session. Immediately following each class, a written evaluation form will be passed out to each participant. These must be submitted to SGR by the instructor at the conclusion of the class. Also, presenters provide feedback from each class that enables our Director of Curriculum to incorporate immediate suggestions into future sessions. Additionally, we personally follow up with the Human Resource contact of the host site to request feedback following each class. SGR inquires about the performance and knowledge of the presenter, course content, objective standards met, transfer of skill by the employee and an overall evaluation. 3 SGR is committed to providing an effective and enjoyable leaming experience that meets or exceeds the objectives of each class. If SGR receives any less than excellent feedback, we will immediately interview the presenter and Human Resource contact to determine what caused the session to be less than excellent, and pursue appropriate changes. SGR expects every presenter to maintain an average score of at least 4.1 on a 1-5 scale to continue as an SGR presenter. ADDITIONAL INFORMATION SGR representative, Greg Anderson is available at your convenience to visit with you regarding this proposal in more detail. You can reach Greg via email at greg@govemmentresource.com, or via his cell phone at 817-507-8005. SGR looks forward to providing training and development for your employees. If this proposal is an accurate summary of our agreement, and you want to proceed with booking the class described herein, please indicate by executing two copies of this agreement, returning one to us via scan and email: greg@govemmentresource.com, or via fax:,817.796.1228 and retaining one for your files. Approved and accepted this the (3 day of Krisa Delacruz Director of Operations Strategic Govemment Resources , 2011 by and between, Steve Norwood City Manager City of Round Rock, TX 4