SR-1000-001 (3)
BBB:SN:DF:f\trans\admin\council\orgdvpt2002-03.doc
Council Meeting: August 13, 2002 Santa Monica, California
TO: Mayor and City Council
FROM: City Staff
SUBJECT: Professional Services Contracts with Innovative Resources Consultant
Group, Inc. and Insight Strategies, Inc. for Big Blue Bus Organizational
Development
Introduction
This report recommends that City Council amend the professional services contracts with
Innovative Resources Consultant Group, Inc. (IRCG), to continue organizational
development at the Big Blue Bus for an additional amount not to exceed $164,000 for a
total contract of $431,323 and to continue the work conducted by Insight Strategies, Inc.
(ISI) for an additional amount not to exceed $161,000 for a total contract of $271,000.
Background
Since FY 1994-95, the Big Blue Bus has worked with IRCG to develop and implement a
Strategic Plan for Santa Monicas Big Blue Bus. IRCG has helped the department develop
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a strategic plan, including establishment of a vision, mission statement and identification of
strategic goals; adoption of organizational values and behaviors. Based on the
demonstrated quality of IRCGs work and the excellent results achieved to date with
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employees, the Big Blue Bus will benefit from continued use of IRCG to facilitate the
process.
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In FY 2000-01, the Big Blue Bus hired ISI for customer service training. Staff has been
pleased with the work of the consultants and seen improvement in the customer service
skills of our employees.
Discussion
The two consulting firms work with staff to keep the training program content aligned and
to minimize the amount of time employees are away from their jobs.
In FY 2002-03, the following elements are proposed:
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Customer Service and Teamwork Training – ISI will conduct a two-day training
process covering topics such as perception and feedback; team development
communication and interpersonal skills; and customer focus. The goal of the
training is to improve employee morale and reduce passenger complaints. New
employee training will also be included in this training module.
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Organizational Performance Assessment – IRCG will conduct an internal review of
the agency by conducting one-on-one interviews, focus groups and written
customized surveys from employees of all levels to identify organizational strengths
and opportunities for improvement. The results will be measured against the
organizational assessment done by IRCG in July 1996. In addition, the analysis will
be compared against the best practices in transportation and other appropriate
organizations.
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Budget/Financial Impacts
The additional total cost of the program is 325,000. Funds for this program are budgeted
in Big Blue Bus account number 41640.555062 180 W.
Recommendation
It is recommended that City Council authorize the City Manager to amend the professional
services contracts with Innovative Resources Consultant Group, Inc. in an amount not to
exceed $164,000 and for Insight Strategies, Inc. in an amount not to exceed $161,000 for
Big Blue Bus organizational development in FY 2002-03.
Prepared by: Stephanie Negriff, Interim Director of Transit Services
David Feinberg, Acting Deputy Director of Transit Services
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