HomeMy WebLinkAboutProfessional Services contract with National Research Center, Inc.
Commission Memorandum
REPORT TO: Honorable Mayor and City Commission
FROM: Brit Fontenot, Assistant to the City Manager
SUBJECT: Professional services contract with National Research Center, Inc. to
conduct three 1.5-hour focus groups with City of Bozeman residents, targeting those areas of
City services deemed most in need of improvement (“below the norm”) based on the results of
the 2007 National Citizens Survey, and provide the City with a final report based on the
qualitative data collected.
MEETING DATE: February 25, 2008
RECOMMENDATION: Authorize the City Manager to sign a professional services contract
with National Research Center, Inc. to conduct three 1.5-hour focus groups with City of
Bozeman residents.
BACKGROUND: During the summer of 2007, National Research Center, Inc. (NRC), under
contract with the City of Bozeman, mailed out a pre-survey notification postcard to a random
sample of 1,200 households in Bozeman. Approximately one week later, surveys were mailed to
the same residences. Completed National Citizens Surveys (NCS) were received from 500
residents, for a response rate of 44%. Typically, response rates obtained on citizen surveys range
from 25% to 40%. The 95 percent confidence level for this survey of 500 residents was
generally no greater than plus or minus 5 percentage points around any given percent reported
for the entire sample. Additionally, the results were weighted to reflect the demographic profile
of all residents in the City of Bozeman.
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The NCS contained many questions related to the life of residents in our community.
Survey participants were asked to rate their overall quality of life, as well as other aspects of
quality of life in Bozeman. They also evaluated characteristics of the community, and gave their
perceptions of safety in the City of Bozeman. The questionnaire assessed use of the amenities of
the community and involvement by respondents in the civic and economic life of Bozeman.
Upon reviewing the results of the 2007 NCS, staff determined that while results in many
areas were above normative comparisons, some comparisons either have stagnated since the
2005 survey or have worsened in relation to the normative benchmarks. In general, the most
troubling areas, from the staff perspective, are, in no particular order, 1) Customer Service
[courtesy, responsiveness and knowledge of city services]; 2) Planning and Community
Development [quality of new development, land use/zoning and growth management]; and
3) Public Service/Safety [traffic, safety in the downtown after dark, parking, street
maintenance, snow removal, traffic signals].
The 2007 survey results are useful in producing a snapshot of community perceptions of
how the City performs services for citizens. It highlights successes and identifies shortcomings.
However, the survey results for areas identified as needing improvement do not provide useful,
specific examples and experiences of the survey participants’ dissatisfaction. Additionally, the
survey questioned performance, not expectations. In this regard, specificity will enable staff to
focus time and energy on improvement in areas deemed by survey participants as needing
improvement. A survey questionnaire provides direct answers to questions asked and are
generally not helpful in addressing specific and detailed areas of concern.
With the assistance of NRC, we propose three focus groups of consisting of between 12 –
15 members each. The three proposed focus group sessions may be conducted in the evenings
over a two-day period, most likely a Tuesday and Wednesday, each concentrating on one of the
three areas identified above. In consultation with staff, a facilitator from NRC will prepare a
series of questions and discussion topics designed to elicit more specific and detailed responses
than those available from the 2007 survey results. Once the facilitation is complete, appropriate
staff will available to continue discussions with, and answer questions from, each focus group.
Each session may last approximately 1.5 - 2 hours. Focus group sessions will be recorded,
transcribed and analyzed and reports generated by the NRC based on the responses and
discussions.
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The 2007 National Citizens Survey remains a valuable tool, useful as a bellwether of
success and an identifier of areas needing improvement. The survey does not, however, provide
enough detailed information in the categories citizens have identified as deficient. These focus
groups offer an opportunity to “drill down” into the issues identified as needing improvement
and provide valuable feedback to staff so that we can continue to improve our services to the
citizens of Bozeman.
FISCAL EFFECTS: The funding source for this project is the City Manager’s operating
budget, specifically the Consultants and Professional Services account located within the general
fund.
ALTERNATIVES: As suggested by the Commission.
Respectfully submitted,
_________________________________ ____________________________
Brit Fontenot, Assistant to the City Manager Chris A. Kukulski, City Manager
Attachments: (1) Professional Services Contract with National Research Center, Inc. (2) Scope
of work
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AGREEMENT BETWEEN NATIONAL RESEARCH CENTER, INC. AND
CITY OF BOZEMAN, MONTANA
THIS AGREEMENT, made and entered into this 25th day of February, 2008, by
and between City of Bozeman hereinafter referred to as “The Client”, and National
Research Center, Inc., hereinafter referred to as 'Consultant,' WITNESSETH:
WHEREAS, the Client plans to undertake a set of three focus groups (”the
project”), and;
WHEREAS, the Client desires to retain the services of the Consultant to conduct
the project relative thereto and the planning and designing thereof as set forth in this
agreement.
NOW, THEREFORE, in consideration of the mutual covenants and agreements
herein contained, the parties hereto agree as follows:
1. The Client hereby retains the Consultant for the project, to perform the
services on the terms and conditions specified herein and the Consultant
agrees so to serve. The parties agree that the Consultant shall be an
independent contractor and shall not be an employee of the Client. The
Consultant, as an independent contractor, is not entitled to workers'
compensation benefits and unemployment insurance benefits, and the
Consultant is obligated to pay federal and state income tax on any moneys
earned pursuant to the contract relationship.
2. The budget and workplan are attached hereto as Exhibit A and made a part of
this agreement. Consultant agrees to perform the work described in Exhibit A
in compliance with all provisions of this agreement. Consultant represents that
it has the requisite authority and capacity to perform all terms and conditions
on Consultant's part to be performed hereunder.
3. The work will begin and be completed in accordance with Exhibit A.
4. The Client agrees to pay Consultant for services rendered pursuant to this
agreement the sums set forth in the manner set forth as follows, as adjusted to
reflect the omission or addition of any of the tasks set forth therein. One initial
payment of $4,566.00 shall be made upon signing of the contract. Further
payments shall be made upon billing by the Consultant, which billing shall
occur not more frequently than twice per month, and which shall identify the
tasks performed for each task. Payment will be made to the Consultant within
30 calendar days.
5. The Client reserves the right to monitor and evaluate the progress and
performance of the Consultant to ensure that the terms of this agreement are
being satisfactorily met in accordance with the Client monitoring and
evaluating criteria and standards. Consultant shall cooperate with the Client
relating to such monitoring and evaluation.
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6. Insurance Requirements
(a) Comprehensive General Liability, The Consultant shall procure and keep
in force during the duration of this contract a policy of Comprehensive
General Liability insurance insuring the Consultant against any liability
for personal injury, bodily injury, or death arising out of the performance
of services hereunder and against liability for property damage with a
combined single limit of at least $1,000,000.
(b) Comprehensive Automobile Liability, The Consultant shall procure and
keep in force during the duration of this contract a policy of
Comprehensive Automobile Liability insurance insuring the Consultant
against any liability for personal injury, bodily injury, or death arising from
the use of motor vehicles and shall cover operations on or off the site of
all vehicles controlled by the Consultant whether they are owned, non-
owned, or hired with a combined single limit of at least $1,000,000.
Policies described in (a) and (b) above shall be for the mutual and joint
benefit and protection of the Consultant and The Client.
(c) Other Insurance, The Consultant shall procure and keep in force during
the term of the contract Workmen's Compensation and such other
insurance as may be required by any law, ordinance or governmental
regulation.
(d) Prior to commencement of work, the Consultant shall furnish to The
Client certificates of insurance policies evidencing the required
coverages if the Client so desires.
The Client reserves the right to approve variations in the above requirements
upon request of Consultant if, in the Client’s opinion, such variations do not
substantially affect the Client’s interests.
7. lndemnification, The Consultant hereby covenants and agrees to indemnify,
defend, save, and hold the Client harmless from any and all liability, loss,
costs, charges, obligations, expenses, attorneys' fees, litigation, judgments,
damages, claims and demands of any kind whatsoever in connection with,
arising out of Consultant’s negligence or any material violation of the contract
or of any law, ordinance or regulation by the Consultant, his agents,
employees, servants, subcontractors, business invitees; or by reason of any
injury or damage caused by Consultant’s negligence occurring to any person
or persons whomever (including the Consultant, his agents, employees,
servants, subcontractors or business invitees) or to property of any kind
whatsoever and to whomever belonging (including the Consultant, his agents,
employees, servants, subcontractor or business invitees).
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8. This agreement may be terminated by either party upon five (5) days' written
notice. In the event of termination by the Client, the Client shall be liable to
pay to Consultant fees for services and expenses incurred to date of
termination.
9. This agreement shall be binding upon, and shall inure to the benefit of, the
parties hereto, their successors and assigns.
10. Arbitration.. If a reasonable settlement can not be negotiated, either
bilaterally or through voluntary arbitration, disputes and controversies of
every kind and nature between the parties to this Agreement arising out of or
in connection with this Agreement may be submitted to arbitration pursuant
to the following procedure:
(a) Either party desiring arbitration shall submit such demand in writing,
which demand shall include the name of the arbitrator appointed by the
party demanding arbitration, together with a statement of the matter in
controversy.
(b) Within fifteen (15) days after such demand, the other party shall name
an arbitrator, or in default of such naming, such arbitrator shall be named
by the Arbitration Committee of the American Arbitration Association,
and the two arbitrators so selected shall name a third arbitrator within
fifteen (15) days, or in lieu of such agreement on a third arbitrator by the
two arbitrators so appointed, a third arbitrator shall be appointed by the
Arbitration Committee of the American Arbitration Association.
(c) The arbitrators may award to the successful party in the arbitration a
reasonable sum for the successful party’s attorney’s fees, together with
the costs of the arbitration.
(d) The arbitration hearing shall be held at the offices of NRC, 3005 30th
Street, Boulder, Colorado, on thirty (30) days’ notice to the parties.
(e) The arbitration rules and procedures of the American Arbitration
Association shall be utilized in the arbitration hearing and the law of the
evidence of the Sate of Colorado shall govern the presentation of
evidence of such hearing.
(f) An award rendered by a majority of the arbitrators appointed under and
pursuant to this Agreement shall be final and binding on all parties to the
proceeding during the period of this Agreement, and judgment on such
award my be entered by either party in the highest court, state or federal,
having jurisdiction.
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[CITY OF BOZEMAN, MT]
Signature:
Print:
Date:
Title:
(State of Montana)
(County of Gallatin)
NATIONAL RESEARCH CENTER, INC
Signature:
Print: Thomas I Miller
Date: 24 January, 2008
Title: National Research Center, Inc. President
(State of Colorado)
(County of Boulder)
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Exhibit A
Scope of Work
City of Bozeman, Montana Focus Groups
National Research Center, Inc. (NRC) is contracted to conduct three 1.5‐hour focus
groups with City of Bozeman residents. These focus groups will serve as follow‐up to
the recent survey conducted by NRC. Focus group questions will explore those areas of
City services deemed most in need of improvement by City staff, particularly those
areas in which responses were “below the norm” when compared to the database of
resident surveys compiled by NRC.
Division of Responsibilities:
NRC is responsible for script development, facilitation of each group (including
provision of incentives), preparation of data, analysis and reporting. The City will be
responsible for recruitment of participants, securing the location and providing
refreshments for each group. NRC will be available for consultation as well. Together,
the City and NRC will set a schedule to accommodate three groups in two days.
Deliverables:
NRC can provide the City with a final report based on the qualitative data collected. If
the City is interested, transcripts and/or tapes can also be made available to the City.
Costs:
Three focus groups (facilitation, audiotaping, analysis, report)...................................$7,598
Hard costs for focus groups (transcription of data)...........................................................$563
Hard costs for travel (1 person, 2 nights) ............................................................................$970
Total.......................................................................................................................................$9,131
NRC will invoice upon signing of the contract and upon delivering the final report.
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3005 30th St., Boulder, CO 80301 • t: 303.444.7863 • f: 303.444.1145 • www.n-r-c.com
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Scope of Work: City of Bozeman, Montana, Focus Groups
National Research Center, Inc. (NRC) is contracted to conduct three 1.5-hour focus
groups with City of Bozeman residents. These focus groups will serve as follow-up to
the recent survey conducted by NRC. Focus group questions will explore those areas of
City services deemed most in need of improvement by City staff, particularly those
areas in which responses were “below the norm” when compared to the database of
resident surveys compiled by NRC.
Division of Responsibilities
NRC is responsible for script development, facilitation of each group, preparation of
data, analysis and reporting.
Questions will be devised by NRC in consultation with the City of Bozeman. Typically,
1-3 iterations between NRC and the client will result in a finely crafted focus group
script that reflects the interests of all stakeholders and fits the time allotted to the
groups.
An experienced facilitator from NRC will conduct all three focus groups in English.
NRC will digitally tape and subsequently transcribe all three groups to prepare data for
analysis. NRC will perform qualitative data analysis on the collected data using QSR
NVivo, software commonly used in the social sciences for qualitative data. NRC will
deliver to the City a thorough report, including direct quotes to back up all
generalizations and conclusions.
The City will be responsible for recruitment of participants, securing the location and
providing refreshments for each group. NRC is available for consultation in all of these
areas as well. Participants will be selected at random by City staff from the City of
Bozeman’s utility customer database. The city can expect to pull approximately 65-80
people from the sample and invite them to participate in the focus groups. To account
for the possibility of no-shows, it is recommended that the City recruit 15-18 people for
a 12-person group and 13-15 people for a 10-person group, i.e., have this many people
agree over the phone to attend the focus group.
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3005 30th St., Boulder, CO 80301 • t: 303.444.7863 • f: 303.444.1145 • www.n-r-c.com
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Central locations that are easy to find and provide ample parking are ideal for holding
focus groups. Room necessities include a closable door, a round or rectangular table,
seating for all people around the table, electrical outlets. Depending on the questions
asked, a white board or flip chart may be needed.
Refreshments typically include non-packaged foods such as fruit, muffins, etc.
(Unwrapping noisy packaging can interfere with taping.) Mealtime groups may require
additional refreshments beyond snack foods, such as sandwiches, both to encourage
participation and to thank them for their time.
NRC has budgeted for two overnight stays for one staff member. Together, the City and
NRC will set a schedule to accommodate three groups in two days. Usually, a workable
weeknight schedule is 5:30-7:00 and 7:30-9:00 one night, followed by another 5:30-7:00
the next night. Another likely possibility is Saturday 10:30-12:00, 12:30-2:00 and 2:30-
4:00, or alternatively, two Saturday groups followed by one Sunday midday group.
Transcripts (without identifying information about participants) can be provided to the
City, along with audio tapes. The City is also welcome to videotape the focus group. We
recommend strongly that no city staff sit in on the group, as this will distort our
impartial exploration.
Costs:
Three focus groups (facilitation, audiotaping, analysis, report)...................................$7,598
Hard costs for focus groups (transcription of data)...........................................................$563
Hard costs for travel (1 person, 2 nights) ............................................................................$970
Total.......................................................................................................................................$9,131
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3005 30th St., Boulder, CO 80301 • t: 303.444.7863 • f: 303.444.1145 • www.n-r-c.com
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NRC Timeline
This timeline is subject to change through discussion between NRC and the City of Bozeman.
Task Date
First invoice (1/2 cost).........................................................................upon signing of contract
Conduct focus groups ....................................................................................................April 2-3
Transcribe focus group data...........................................................................Through April 11
Analyze data and write report..........................................................................Through May 2
Report emailed to City of Bozeman ................................................................................ May 2
Draft reviewed by City................................................................................................By May 16
NRC finalizes report....................................................................................................By May 23
Final invoice sent..............................................................................................upon final report
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