SR-1000-001-06 (6)
Purch:DH:RAH:
F:\FINANCE\PURCH\STFRPTS\SRBDTRAINING.DOC
Council Meeting: September 25, 2001 Santa Monica, California
TO: Mayor and City Council
FROM: City Staff
SUBJECT: Increase Purchase Order with Insight Strategies, Inc. for Customer Service,
Supervisory and Management Skill Training
Introduction
This report recommends an increase to the existing purchase order with Insight Strategies,
Inc. for customer service, supervisory and management skill training for the staff of the Big
Blue Bus Department in the total amount of $122,000.
Background
Approximately two years ago a request for proposal (RFP) to provide customer service
training was drafted and sent to three firms with experience training motor coach
personnel. After review of the proposals by staff, Insight Strategies was found to be the
most responsive, covering all subjects required in the RFP. The original purchase order
was for a total amount not to exceed $43,000.
The two-day program offered by Insight Strategies Inc. includes reinforcement of the
strategic plan goals and objectives, building better customer relations and working with
difficult customers. Each employee leaves the sessions with an action plan to improve
service to both internal customers and the public. Over 70% of all Big Blue Bus
1
employees have now attended the class.
Originally, the Department expected to complete the program by the end of June 2001.
Because of the increased number of Big Blue Bus employees and complications in
scheduling motor coach operators for training while keeping service on the street, seven
additional sessions are necessary.
In addition to the customer service training, Insight Strategies, Inc. has been conducting
training to increase supervisory and middle management skills for the Big Blue Bus. This
year’s training will build upon and reinforce skills learned last year, and will include
improved interactive approaches for supervisors to employ with line employees, active
listening, motivational skills and strategies to facilitate complex problem solving.
Budget/Financial Impact
Budget authority for this increase is in the Big Blue Bus Department accounts as follows:
ACCOUNT NUMBER AMOUNT
41640.555062 00160W $62,000
41654.555210 00160W $60,000
Recommendation
It is recommended that City Council authorize an increase to the existing purchase order
with Insight Strategies, Inc. in the total amount of $122,000.
Prepared By: Diane Howell, Purchasing Agent
2
Stephanie Negriff, Assistant Director-Transit Operations
Robert Ayer, Transit Service Manager
3