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HomeMy WebLinkAboutC16-022 Acuity Institute LLCAGREEMENT FOR PROFESSIONAL SERVICES BETWEEN EAGLE COI-INTY. COLORADO AND ACUITY INSTITUTE. LLC THIS AGREEMENT ("Agreement") is effective as of the 13th day of January ,20f9 by and between Acuity Institute, LLC a Colorado Limited Liability Corporation (hereinafter "Consultant" or "Contractor") and Eagle County, Colorado, a body corporate and politic (hereinafter "County"). RECITALS WHEREAS, Eagle County Regional Airport desires to contract for consulting services to facilitate a passenger experience workshop with the airport and its tenants (the "Project") at the Eagle County Regional Airport , 219 Eldon Wilson Road, Gypsum,Co 81637 (the "Property"); and WHEREAS, Consultant is authorized to do business in the State of Colorado and has the time, skill, expertise, and experience necessary to provide the Services as defined below in paragraph I hereof; and WHEREAS, this Agreement shall govern the relationship between Consultant and County in connection with the Services. AGREEMENT NOW, THEREFORE, in consideration of the foregoing and the following promises Consultant and County agree as follows: 1 Services. Consultant agrees to diligentlyprovide all services, labor, personnel andmaterials necessary to perform and complete the services described in Exhibit A ("Services") which is attached hereto and incorporated herein by reference. The Services shall be performed in accordance with the provisions and conditions of this Agreement. a. Consultant agrees to furnish the Services within thirry (30) days of the first date written above and in accordance with the schedule established in Exhibit A. If no completion date is specified in Exhibit A, then Consultant agrees to furnish the Services in a timely and expeditious manner consistent with the applicable standard of care. By signing below Consultant represents that it has the expertise and personnel necessary to properly and timely perform the Services. b. In the event of any conflict or inconsistency between the terms and conditions set forth in Exhibit A and the terms and conditions set forth in this Agreement, the terms and conditions set forth in this Agreanent shall prevail. c. Consultant agrees that it will not enter into any consulting or other arrangements with third parties that will conflict in any manner with the Services. Eagle County Commisuloners' OfficeC16-022 2. County's Representative. The Aviation Director's designee shall be Consultant's contact with respect to this Agreement and performance of the Services. 3. Term of the Aereement. This Agreunent shall commence upon the date first written above, and subject to the provisions ofparagraph 12 hereof, shall continue in full force and effect through the completion of the work outlined in Exhibit A. 4. Extension or Modification. This Agreement may not be amended or supplemented, nor may any obligations hereunder be waived, except by agreement signed by both parties. No additional services or work performed by Consultant shall be the basis for additional compensation unless and until Consultant has obtained written authorization and acknowledgement by County for such additional services in accordance with County's intemal policies. Accordingly, no course of conduct or dealings between the parties, nor verbal change orders, express or implied acceptance ofalterations or additions to the Services, and no claim that County has been unjustly enriched by any additional services, whether or not there is in facl any such unjust enrichment, shall be the basis of any increase in the compensation payable hereunder. ln the event that written authorization and acknowledgment by County for such additional services is not timely executed and issued in strict accordance with this Agreement, Consultant's rights with respect to such additional services shall be ddemed waived and such failure shall result in non-payment for such additional services or work performed. 5. Compensation. County shall compensate Consultant for the performance of the Services in a sum computed and payable as set forth in Exhibit A. The performance of the Services under this Agreement shall not exceed $3,000.00. Consultant shall not be entitled to bill at overtime and/or double time rates for work done outside of normal business hours unless specifically authorized in writing by County. a. Payment will be made for Services satisfactorily performed within thirty (30) days of receipt of a proper and accurate invoice from Consultant. All invoices shall include detail regarding the hours spent, tasks performed, who performed each task and such other detail as County may request. b. Any out-of-pocket expenses to be incurred by Consultant and reimbursed by County shall be identified on Exhibit A. Out-of-pocket expenses will be reimbursed without any additional mark-up thereon and are included in the not to exceed contract amount set forth above. Out-of-pocket expenses shall not include any payment of salaries, bonuses or other compensation to personnel of Consultant. Consultant shall not be reimbursed for expenses that are not set forth on Exhibit A unless specifically approved in writing by County. c. If, at any time during the term or after termination or expiration of this Agreement, County reasonably determines that any payment made by County to Consultant was improper because the Services for which payment was made were not performed as set forth in this Agreement, then upon wriffen notice of such determination and request for reimbursement from County, Consultant shall forthwith return such payment(s) to County. Upon termination or expiration of this Agreement, unexpended funds advanced by County, if any, shall forthwith be retumed to County. 2 Eagle County Prof Services Final 5/14 d. County will not withhold any taxes from monies paid to the Consultant hereunder and Consultant agrees to be solely responsible for the accurate reporting and payment of any taxes related to payments made pursuant to the terms of this Agreement. e. Notwithstanding anlhing to the contrary contained in this Agreement, County shall have no obligations under this Agreement after, nor shall any payments be made to Consultant in respect of any period after December 31 of any year, without an appropriation therefor by County in accordance with a budget adopted by the Board of County Commissioners in compliance with Article 25,title 30 of the Colorado Revised Statutes, the Local Govemment Budget Law (C.R.S. 29-l-l0l et. seq.) and the TABOR Amendment (Colorado Constitution, Article X, Sec. 20). 6. Sub-consultants. Consultant acknowledges that County has entered into this Agreement in reliance upon the particular reputation and expertise of Consultant. Consultant shall not enter into any sub-consultant agreements for the performance of any of the Services or additional services without County's prior written consent, which may be withheld in County's sole discretion. County shall have the right in its reasonable discretion to approve all personnel assigned to the subject Project during the performance of this Agreement and no personnel to whom County has an objection, in its reasonable discretion, shall be assigned to the Project. Consultant shall require each sub-consultant, as approvedby County and to the extent of the Services to be performed by the sub-consultant, to be bound to Consultant by the terms of this Agreonent, and to assume toward Consultant all the obligations and responsibilities which Consultant, by this Agreement, assumes toward County. County shall have the right (but not the obligation) to enforce the provisions of this Agreement against any sub-consultant hired by Consultant and Consultant shall cooperate in such process. The Consultant shall be responsible for the acts and omissions of its agents, employees and sub-consultants or sub-contractors. 7. Insurance. Consultant agrees to provide and maintain at Consultant's sole cost and expense, the following insurance coverage with limits of liability not less than those stated below: a. Types oflnsurance. i. Workers' Compensation insurance as required by law. ii. Auto insurance liability coverage with limits of liability not less than $500,000 each accident, $250,000 bodily injury and $250,000 property damage, including coverage for owned, hired, and non-owned vehicles. iii. Commercial General Liability coverage to include premises and operations, personaVadvertising injury, products/completed operations, broad form property damage with limits of liability not less than $1,000,000 per occuffence and $2,000,000 aggregate limits. 3 Eagle County Prof Services Final 5/14 b. Other Requirements. i. The commercial general liability coverage shall be endorsed to include Eagle County, its associated or affrliated entities, its successors and assigns, elected officials, employees, agents and volunteers as additional insureds. ii. Consultant's certificates of insurance shall include sub-consultants as additional insureds under its policies or Consultant shall fumish to County separate certificates and endorsements for each sub-consultant. All coverage(s) for sub-consultants shall be subject to the same minimum requirements identified above. Consultant and sub-consultants, if any, shall maintain the foregoing coverage in effect until the Services are completed. In addition, all such policies shall be kept in force by Consultant and its sub-consultants until the applicable statute of limitations for the Project and the Services has expired. iii. Insurance shall be placed with insurers duly licensed or authorized to do business in the State of Colorado and with an "A.M. Best" ratins of not less than A-VIL iv. Consultant's insurance coverage shall be primary and non-contributory with respect to all other available sources. Consultant's policy shall contain a waiver of subrogation against Eagle County. v. All policies must contain an endorsement affording an unqualified thirty (30) days notice ofcancellation to County in the event ofcancellation ofcoverage. vi. All insurers must be licensed or approved to do business within the State of Colorado and all policies must be written on a per occuffence basis unless otherwise provided herein. vii. Consultant's certificate ofinsurance evidencing all required coverage(s) is attached hereto as Exhibit B. Upon request, Consultant shall provide a copy of the actual insurance policy andlor required endorsements required under this Agreement within five (5) business days of a written request from County, and hereby authorizes Consultant's broker, without further notice or authorization by Consultant, to immediately comply with any written request of County for a complete copy of the policy. viii. Consultant shall advise County in the event the general aggregate or other aggregate limits are reduced below the required per occuffence limit. Consultant, at its own expense, will reinstate the aggregate limits to comply with the minimum limits and shall fumish County a new certificate of insurance showing such coverage. ix. If Consultant fails to secure and maintain the insurance required by this Agreement and provide satisfactory evidence thereof to County, County shall be entitled to immediately terminate this Agreement. X. termination hereof. The insurance provisions of this Agreement shall survive expiration or 4 Eagle County Prof Services Final 5/14 xi. The parties hereto understand and agree that the County is relying on, and does not waive or intend to waive by any provision of this Agreement, the monetary limitations or rights, immunities and protections provided by the Colorado Governmental Immunity Act, as from time to time amended, or otherwise available to County, its affiliated entities, successors or assigns, its elected officials, employees, agents and volunteers. xii. Consultant is not entitled to workers' compensation benefits except as provided by the Consultant, nor to unemployment insurance benefits unless unemployment compensation coverage is provided by Consultant or some other entity. The Consultant is obligated to pay all federal and state income tax on any moneys paid pursuant to this Agreement. 8. Indemnification. The Consultant shall indannify and hold harmless County, and any of its officers, agents and employees against any losses, claims, damages or liabilities for which County may become subject to insofar as any such losses, claims, damages or liabilities arise out of, directly or indirectly, this Agreement, or are based upon any performance or nonperformance by Consultant or any of its sub-consultants hereunder; and Consultant shall reimburse County for reasonable attomey fees and costs, legal and other expenses incurred by County in connection with investigating or defending any such loss, claim, damage, liability or action. This indemnification shall not apply to claims by third parties against the County to the extent that County is liable to such third party for such claims without regard to the involvement of the Consultant. This paragraph shall survive expiration or termination hereof. 9. Ownership of Documents. All documents, with the exception of the training materials, prepared by Consultant in connection with the Services shall become property of County. Consultant shall execute written assignments to County of all rights (including common law, statutory, and other rights, including copyrights) to the same as County shall from time to time request. For purposes of this paragraph, the term "documents" shall mean and include all reports, plans, studies, tape or other electronic recordings, drawings, sketches, estimates, data sheets, maps and work sheets produced, or prepared by or for Consultant (including any employee or subconsultant in connection with the performance of the Services and additional services under this Agreement). 10. Notice. Any notice required by this Agreement shall be deemed properly delivered when (i) personally delivered, or (ii) when mailed in the United States mail, first class postage prepaid, or (iii) when delivered by FedEx or other comparable courier service, charges prepaid, to the parties at their respective addresses listed below, or (iv) when sent via facsimile so long as the sendingparty can provide facsimile machine or other confirmation showing the date, time and receiving facsimile number for the transmission, or (v) when transmitted via e-mail with confirmation of receipt. Either party may change its address for purposes ofthis paragraph by giving five (5) days prior written notice ofsuch change to the other party. COUNTY: Eagle County, Colorado Attention: Aviation Director 500 Broadway Post Office Box 850 5 Eagle County Prof Services Final 5/14 Eagle, CO 81631 Telephone: 97 0 -328 -2680 Facsimile : 97 0 -328 -2687 E-Mail: ecair@eaglecounty.us With a copy to: Eagle County Attomey 500 Broadway Post Office Box 850 Eagle, Co 81631 Telephone: 970-328-8685 Facsimile: 97 0-328-8699 E -Mail : atty @eagle county. us CONSULTANT: Acuity Institute 4610 South Ulster Street, Suite 150 Denver. CO 80237 Telephone: 888-669-l l7l Fax: 720-222-9579 I l. Coordination. Consultant acknowledges that the development and processing of the Services for the Project may require close coordination between various consultants and contractors. Consultant shall coordinate the Services required hereunder with the other consultants and contractors that are identified by County to Consultant from time to time, and Consultant shall immediately notify such other consultants or contractors, in writing, of any changes or revisions to Consultant's work product that might affect the work of others providing services for the Project and concurrently provide County with a copy of such notification. Consultant shall not knowingly cause other consultants or contractors extra work without obtaining prior written approval from County. If such prior approval is not obtained, Consultant shall be subject to any offset for the costs ofsuch extra work. 12. Termination. County may terminate this Agreement, in whole or in part, at any time and for any reason, with or without cause, and without penalty therefor with seven (7) calendar days' prior written notice to the Consultant. Upon termination of this Agreement, Consultant shall immediately provide County with all documents as defined in paragraph t hereof, in such format as County shall direct and shall return all County owned materials and documents. County shall pay Consultant for Services satisfactorily performed to the date of termination. 13. Venue. Jurisdiction and Applicable Law. Any and all claims, disputes or controversies related to this Agreunent, or breach thereof, shall be litigated in the District Court for Eagle County, Colorado, which shall be the sole and exclusive forum for such litigation. This Agreernent shall be construed and interpreted under and shall be governed by the laws of the State of Colorado. 6 Eagle County Prof Services Final 5/14 14. Execution by Counterparts: Electronic Sisratures. This Agreement may be executed in two or more counterparts, each of which shall be deerned an original, but all of which shall constitute one and the same instrument. The parties approve the use of electronic signatures for execution of this Agreement. Only the following two forms of electronic signatures shall be permitted to bind the parties to this Agreement: (i) Electronic or facsimile delivery of a fully executed copy of the signature page; (ii) the image of the signature of an authorized signer inserted onto PDF format documents. All documents must be properly notaized, if applicable. All use of electronic signatures shall be governed by the Uniform Electronic Transactions Act. C.R.S. 24-71.3-l0l to l2l. 15.Other Contract Requirements. a. Consultant shall be responsible for the completeness and accuracy of the Services, including all supporting data or other documents prepared or compiled in performance of the Services, and shall correct, at its sole expense, all significant errors and omissions therein. The fact that the County has accepted or approved the Services shall not relieve Consultant ofany ofits responsibilities. Consultant shall perform the Services in a skillful, professional and competent manner and in accordance with the standard of care, skill and diligence applicable to Consultants performing similar services. Consultant represents and warrants that it has the expertise and personnel necessary to properly perform the Services and covenants that its professional personnel are duly licensed to perform the Services within Colorado. This paragraph shall survive termination of this Agreement. b. Consultant agrees to work in an expeditious manner, within the sound exercise of its judgment and professional standards, in the performance of this Agreernent. Time is of the essence with respect to this Agreement. c. This Agreement constitutes an agreement for performance of the Services by Consultant as an independent contractor and not as an employee of County. Nothing contained in this Agreement shall be deemed to create a relationship of employer-employee, master-servant, partnership, joint venture or any other relationship between County and Consultant except that ofindependent contractor. Consultant shall have no authoritv to bind Countv. d. Consultant represents and warrants that at all times in the performance of the Services, Consultant shall comply with any and all applicable laws, codes, rules and regulations, e. This Agreement contains the entire agreement between the parties with respect to the subject matter hereof and supersedes all other agreanents or understanding between the parties with respect thereto. f. Consultant shall not assign any portion of this Agreement without the prior written consent of the County. Any attanpt to assign this Agreanent without such consent shall be void. C. This Agreement shall be binding upon and shall inure to the benefit of the parties hereto and their respective permitted assigns and successors in interest. Enforcement of this Agreement and all rights and obligations hereunder are reserved solely for the parties, and not to any third party. 7 Eagle County Prof Services Final 5/14 h. No failure or delay by either party in the exercise of any right hereunder shall constitute a waiver thereof. No waiver of any breach shall be deerned a waiver of any preceding or succeeding breach. i. The invalidity, illegality or unenforceability of any provision of this Agreement shall not affect the validity or enforceability of any other provision hereof. j. Consultant shall maintain for a minimum of three years, adequate financial and other records for reporting to County. Consultant shall be subject to financial audit by federal, state or county auditors or their desigrrees. Consultant authorizes such audits and inspections of records during normal business hours, upon 48 hours' notice to Consultant. Consultant shall fully cooperate during such audit or inspections. k. The signatories to this Agreement aver to their knowledge, no employee of the County has any personal or beneficial interest whatsoever in the Services or Property described in this Agreement. The Consultant has no beneficial interest, direct or indirect, that would conflict in any manner or degree with the performance of the Services and Consultant shall not employ any person having such known interests. l. The Consultant, ifa natural person eighteen (18) years ofage or older, hereby swears and affirms under penalty of perjury that he or she (i) is a citizen or otherwise lawfully present in the United States pursuant to federal law, (ii) to the extent applicable shall comply with C.R.S. 24-76.5-103 prior to the effective date of this Aereement. 16. Prohibitions on Govemment Contracts. As used in this Section 16, the term undocumented individual will refer to those individuals from foreigrr countries not legally within the United States as set forth in C.R.S. 8-17.5-101, et. seq. If Consultant has any employees or subcontractors, Consultant shall comply with C.R.S. 8-17.5-101, et. seq., and this Agreement. By execution of this Agreement, Consultant certifies that it does not knowingly employ or contract with an undocumented individual who will perform under this Agreement and that Consultant will participate in the E-verify Program or other Department of Labor and Employment program ("Department Program") in order to confirm the eligibility of all employees who are newly hired for anployment to perform Services under this Agreement. Consultant shall not: i. Knowingly employ or contract with an undocumented individual to perform Services under this Agreement; or ii. Enter into a subcontract that fails to certify to Consultant that the subcontractor shall not knowingly employ or contract with an undocumented individual to perform work under the public contract for services. 8 Eagle County Prof Services Final 5/14 b. Consultant has confirmed the employment eligibility of all employees who are newly hired for employment to perform Services under this Agreement through participation in the E-Veri$r Program or Department Program, as administered by the United States Department of Homeland Security. Information on applying for the E-veriff program can be found at: http://www.dhs.eov/xprewroVproqrams/ec_l I 8522 I 678 I 50.shtm c. Consultant shall not use either the E-veri$ program or other Department Program procedures to undertake pre-employment screening ofjob applicants while the public contract for services is being performed. d. If Consultant obtains actual knowledge that a subcontractor performing work under the public contract for services knowingly employs or contracts with an undocumented individual, Consultant shall be required to: i. Notifu the subcontractor and County within three (3) days that Consultant has actual knowledge that the subcontractor is employing or contracting with an undocumented individual; and ii. Terminate the subcontract with the subcontractor if within three days of receiving the notice required pursuant to subparagraph (r) of the paragraph (d) the subcontractor does not stop employing or contracting with the undocumented individual; except that Consultant shall not terminate the contract with the subcontractor if during such three (3) days the subcontractor provides information to establish that the subcontractor has not knowingly employed or contracted with an undocumented individual. e. Consultant shall comply with any reasonable request by the Department of Labor and Employment made in the course of an investigation that the department is undertaking pursuant to its authority established in C.R. S. 8- I 7.5- I 02(5). f. If Consultant violates these prohibitions, County may terminate the Agreement for breach of contract. If the Agreement is so terminated specifically for breach of this provision of this Agreement, Consultant shall be liable for actual and consequential damages to County as required by law. g. County will notifu the Colorado Secretary of State if Consultant violates this provision of this Agreement and County terminates the Agreement for such breach. IREST OF PAGE INTENTIONALLY LEFT BLANKJ 9 Eagle County Prof Services Final 5/14 IN WITNESS WHEREOF, the parties have executed this Agreement the day and year first set forth above. COUNTY OF EAGLE, STATE OF COLORADO, BY and Throush Its COUNTY MANAGER SULTANT: Print Name: Brent Drever Title: CEO 10 Eagle County Prof Services Final 5/14 By: Brent CONI By: EXHIBIT A SCOPE OF SERVICES. SCHEDULE. FEES 11 Eagle County Prof Services Final 5/14 ACUITY INSTITUTE lnd&kie$lhtr$tlrrn'firg January 4,2016 Chris Anderson & Erin Mercer Eagle County Regional Airport Gypsum Colorado Dear Chris and Erin. Acuity Institute is pleased to respond to your request for pricing options for a Customer Service Workshop. Outlined in this letter is an overview of the Workshop as well as the fees for providing these services. lf you have any questions or comments about the contents of this proposal, please contact me at 303-619-3580. Sincerely, Brent Drever CEO and Chief Learning Officer Acuity Institute @ 201 5 Acuity lnstitute. All Rights Reserved. www.acuitvinstitute.com Page I of4 ACUITY INSTITUTE ltrdfuhetTko'SLnr*U Our Understanding of Your Needs It is our understanding that Eagle County Regional Airport is looking for a two hour Customer Service Workshops for a cross functional group at the airport (up to 20 participants). The following is an overview of our program for your consideration. Our Clients Acuity Institute differentiates itself from others by understanding our client's organization first and then developing a rigorous, yet flexible approach to Business Performance lmprovement. We have assisted many organizations in various industries, large and small, across the globe to achieve process effectiveness and efficiency, measurable business results, superior market performance, and unparalleled customer satisfaction. Our experience includes supporting companies such as (partial list): . ACCO Brands. Airgas Onsite Safety Services. Anheuser Busch InBev. Anthem Blue Cross Blue Shield. Arrow Electronics, Inc.. Asetek, lnc. ' Baylor Health Care System. Blue Shield of California. Catholic Health Initiatives. Central Bank of Belize. Children's Medical Center of Dallas . Comcast. Department of Defence (Canada). Distell Group Limited. FPX. Great-West Life & Annuity. HMS Holdings Corp.. lZ-On Media ' Janus Group ' Kraft Foods. Level 3 Communications. Magellan Health Services . NASA. Newmont Mining. Nielsen Company. Noblis. Inc.. ParaRede Tl. Research in Motion. Symantec Corporation. TTl, Inc. ' UBank. Wellpoint, Inc.. Wells Fargo Home Mortgage Workshop: "The Gustomer Service Compass - A Guide for Customer Interactions" Takeaways: 6 Tools . Customer Profiles o Keys to Service Steps to Developinq the Compass: Customer Journey Maps Critical Requirements for Customer Interactions Kano Analysis lnteraction Guidelines a a a a o Who are our customers exercise o What are our customers saying about their experiences? o What do we observe about our customers' experiences? o Contractual expectations o Emotionalexpectations o CustomerSegmentation o Creating Customer Profiles (see details on page 4) o Mapping the Customer Journey o Applying Kano Analysis to customer profiles @ 2015 Acuity Institute. All Rights Reserved. www.acuitvinstitute.com Page 2 ot 4 ACUITY INSTITTITE ln$ilrytatulhodrlrnrnf,'{ Establishing Service Standards Based on the Gustomer Service Compass: o How can we better meet our customers' needs? o How can we channel the emotions of our customers in the right direction? o How can we counter negative stereotypes that our customers have? o How or where can we exceed the customer's expectations? o These represent the common standards for all customer interactions regardless of where they fall on the compass. These should be readily known by all employees of your service team. lt can be beneficial to create a slogan or acronym. o Acuity Institute Example - ACT (Accurate, Courteous, Timely) o These are the guidelines for a customer service interaction, again using an acronym can be helpful in training and adoption.o PrindPlesnbffi"JJ:,*:*i;ttri"tilffi opporrunityto herp and mean it. rhey are providins you with a chance to see your organization from a different perspective and potentially avoid more issues. Ensure you are in the right frame of mind. lt is critical to take a moment before you respond. Listen with the goal of understanding and not just wanting to respond quickly. Do not blame. Assign responsibility only when necessary and instead focus on moving towards positive resolution by identifying the actions that can be taken. Make it important. lf great service is not a priority, your team is simply a fire fighting crew extinguishing customer complaints. Communicate what your customer can expect and follow through. lf an immediate resolution is possible, make it happen. lf it requires time, then communicate what the customer can expect to happen next. Allow customers to provide feedback. This information helps to identify areas for improvement both in your products and in services.o Acuity lnstitute Example - SERVICE: s Start with a thank vou E Extend a hand R Recognize the placement on the compass (Need, Emotion, Stereotype, Want) V Value each customer I nclude value-add information c Create solutions E End with a thank you @ 2015 Acuity Institute. All Rights Reserved. www.acuitvinstitute.com Paqe 3 of 4 ACUITY INSTITUTE lmpldry [G*rr lhtot$ tatrdrg DEVELOPING CUSTOMER PROFILES You will have multiple profiles, categorize them by event type and include the following: Event Type: What type of event is he/she attending? Name: Use a name that describes the type of customer they are o Examples would be: Business Betty, Fun Family, etc. Demographic/Details: Include details that personify the profile. o Make this a customer you can visualize. o lt may be that demographic will impact the profile. Does it impact the needs, emotions, stereotypes or wants of the profile if they are from another country? lf so, it may be best to create a separate profile. Needs: What are the products or services that your customer expects? o These should align directly with the contract Emotions: What is the customer's emotionalstate as they arrive? Wants: How can our company exceed the expectations after the need is met? Stereotypes: What are the images customers have of our company and its employees? tf additionat work is required beyond the scope of the seruices outlined in this proposal, Brent Drever's rate is $250 per hour. Proposal Assumptions 1. Fees do not include use of training facilities and training supplies (flip charts, markers, etc.). Pricing Proposal Workshop: "The Customer Service Gompass - A Guide for Customer lnteractions"$2,500 Partner Discount (Vail Centre Relationship)-$750 Final Price $1,750 O 2015 Acuity Institute. All Rights Reserved. Page 4 ot 4 Eagle County Prof Services Final 5/14 -CORD" cERTIFICATE OF LIABILITY INSURANCE DATE(MM/DD/YYYY) L/L2/20t5 PRODUCER Business Insurance Speeialists In 4356 Chateau Ridge Rd Castle Rock, CO 80108-8424 ?n?-6ee-664? ?n?-6qe-n699 Fz* THIS CERTIFICATE IS ISSUEDAS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AMEND, EXTEND OR AI TED TqE AAI'EDACE AEE DNEN EV TUE DAI I'IEG AEI fIW INSURERSAFFORDING COVERAGE NAIC# TNSURED Acuity Institute, Inc QPM Solutions, LLC 4610 S Ulster St, Suite 150 Denve!, CO 80237 .?n?-R41 -AqAe ?i?-ta)-E\L'tL TNSuRERA Hartford Insurance Co INSIIRFR R INSURER C: INSIJRER D: INSIIRFR F THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REOUIREMENT, TERM OR CONDITiON OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, TH E INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. AGGREGATE LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. LTR POLICY NUMBER POLICY EFFEC I IVE POLICY EXPIHAIION LIMITS A Y GENERAL LIABILITY Il aorr.*a,o,- oENE*oL L'ABrLrrY n"*,'r"oo, [f o""r* I l4SBAPP 691 L2/02/L5 L2/02/L6 EACH OCCURRENCE s 1,000,000 s 1. OOO - OOO MED EXP (Anvoneoe6on)s 10.000 iNNAI & ANV IN.II IRY s 1-OOO-OOO GENERAL AGGREGATE s 2.000.000 GEN'L AGGREGATE LIMITAPPLIES PER:2 .000 .000 )MOBILE LIABILITY ANYAUTO ALL OWNED AUTOS SCHEDULED AUTOS HIRED AUTOS NON.OWNEDAUTOS COMBINED SINGLE LIMIT (Ea accident) BODILY INJURY (Perpe6on) BODILY INJURY (Peraccident) PROPERTY DAMAGE (Peraccident) J ANYAUTO I AUTO ONLY - EA ACCIDENT oTHERTHAN g9 AUTOONLY: $ A EXCESS/UMBRELLA LIABILITY !o""r* ! "ro,"."oo, I DEDUCTIBLE l4SBAPP4691 L2/02/L5 L2/02/L6 EACH OCCURRENCE s 5.000.000 s 5. OOO - OOO $ WORKERSCOMPENSATION AND EMPLOYERS' LIABILIry | *".Yiil,Y: I l"J E.L. EACH ACCIDENT OFFICEFYMEMBER EXCLUDED? lfv6, describeunder I DISFASF. FA FMFI OYFF $ I DISFASF - POI ICY I IMIT s OTHER DESCRIPTION OF OPERATIONS/ LOCATIONS /VEHICLES / EXCLUSIONS ADDED BY ENDORSEMENT /SPECIAL PROVISIONS Eagle County, its associated or affiliated entities, its successors and assigns, elected official.s, enq>J-oyees, agents and volunteerE are added as additional. insureds to the CGL policy per eneolsement SS 0008f attached. Eagle County, Colorado Attention: Aviation Director 500 Broadway PO Box 850 Eagle, CO 81631 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, THE ISSUING INSURER WLL ENDEAVOR TO MAIL - DAYS WRITTEN NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT, BUT FAILURE TO DO SO SHALL IMPOSE NO OSLIGATION OR LIABILITY OF ANY KIND UPON THE INSURER, ITS AGENTS OR ACORD25 (2001'08)CORPORATION I988