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FeedbackNow by Forrester-2020--07 FeedbeCkNOW by FORRESTER' 2020-07 Daily service excellence! i 4/1"N kf,4, ,N.......I:'rt 7,"\ ill iii" Special offer for City of Grand Terrace Forrester Research Inc. City of Grand Terrace 60 Acorn Park Dr. 22795 Barton Road Cambridge,MA 02140 Grand Terrace,CA 92313 USA USA www feedbacknow.com Client-#:0387 Offer-#*03422 January 2,2020 ilson; Mayor McNaboe 1 NOES: None. ABSENT: Council Member Robles ABSTAIN: None. Executed this 15th day of July 2020, at Grand Terrace, California. - - I�_ Debra L. Thomas _ - City Clerk J City Clerk [SEAL] ,, FeedbackNow by FORRESTER" • ' I -I0; Why FeedbackNow? w FeedbackNow solution is the innovative way to measure customer satisfaction on the spot and real-time. Massive amounts of votes collected daily become rapidly an essential quality KPIs extremely useful to improve customer experience. Our FeedbackNow solution is unique: • Real-time devices transmitting votes immediately.This functionality enables the alert system to immediately alert on specific issues(i.e.dirty toilets,waiting times...) • Scalable devices fitting any location such as toilet hand drier,shop counter desks to collect information at the right spot, get highest response rate and information granularity • Innovative digital time tracking feature with feeds into same dashboard to analyze correlation between user satisfaction and staff visit • Low running cost with long life battery(>3 years)for voting devices and only one vote transmitting gateway per area Some of our clients using FeedbackNow to improve their operational performance based on real-time customer feedback: `may Illl: ,�`' i'r OM mrnwin°Nan<i AIRPORT NAVY PIrRI�fJi:fp�f�Al� I1r stle )4 II I f. '. 3 FAR IS How does our solution work? AO Ito Gaiping full insight into t 1 customer experience in real- ' time at each touch point. Ni_' �e sir_ F xesmarm . - `47 % --- pit ^v. s - -. sawn �111/11114t� , yt ',PA" P Providing therightdatatothe I '' 2, right person at the right time via i powerfulanalytics and reporting. ti i i , - ,y ti icy: i „ l t ti j� _. t .J. Implementing corrective actions 3 toimprovecustomerexperience ' -daily! i Strictly Confidential 2/7 The street address of said property is Intersection of Barton Road and Preston Street, Grand Terrace, CA 92313 (if applicable) Dated: March 26.2020 gn.!.:re of Owne or gent Owner *There are various types of deed forms depending on each person's legal status. Before u use thi fo you may want to consult an attorney if you have questions concerning which document form is appropriate for your transaction. higher than the no project alternative under cumulative conditions.This analysis should be performed using the'project effect'or 'boundary' method. Transportation Proiects(thresholds may apply for SB 743 or GHG purposes) - Resolution No.2020-26 Page 3 of 4 we will not share with the other insurance, provided that: f. This insurance does not apply to the (1) The "bodily injury" or "property damage" for rendering _ of or failure to render any "professional services". which coverage is sought occurs; and g. In the event that the Limits of Insurance of the (2) The "personal injury" for which coverage is Coverage Part shown in the Declarations sought arises out of an offense committed; exceed the limits of liability required by the after you have signed that "written contract "written contract requiring insurance", the requiring insurance". But this insurance provided insurance provided to the additional insured to the additional insured still is excess over valid shall be limited to the limits of liability required and collectible other insurance, whether primary, by that "written contract requiring insurance". excess, contingent or on any other basis, that is This endorsement does not increase the available to the additional insured when that limits of insurance described in Section III — person or organization is an additional insured Limits Of Insurance. under any other insurance. CG D3 81 09 15 ©2015 The Travelers Indemnity Company All rights reserved. Page 1 of 2 Includes the copyrighted material of Insurance Services Office,Inc.,with its permission ACCORDANCE WITH THE POLICY PROVISIONS. Grand Terrace,CA 92313 AUTHORIZED REPRRE4SgE�NTATIVE I 41 ACORD 25(2016/03) ©1988-2015 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORD r FeedbeckNow by FORRESTER° di How to access and improve results? 111] Mobile application and web portal access Consult results in real-time,manage your reports,run advanced analysis,and much more on the move with our native mobile application or on our web platform a= Automatic Excel reports 0 Receive reports directly in your mailbox at selected frequency,filled with ready to iw-•ri — - use relevant analysis t..- Real Time Widget elitiami Follow your results,on the corner of your laptop or on the screen of the -- control room thanks to an intuitive software 0 Ill Alert system VI ti a_il' Real-time alerts by text message or emails to operation managers e APIs +C Integrate your data easily in your own data warehouse with our various APIs Improve results "i :.t Take advantage of our experience and let our team of service experts advise you and help you improve 110 Type of voting device available w."`: APhysical sanzraw.;m i-- GOI SCRfrt& Wart ....— VS Digital �' �0,04 Counter Solution Cosh register,information e. `' Wall-mounted ccunter,takeaway_ ��{ ,' Self Checkout Toilets, ..y product quality(shelves, a SMILEYBOX display)._ .. Wireless loT / ..1 ;.ve '" '" Web-based on devices or �- •`'A embedded into APPiwebsite Voting stand -- Service quality,Queuing area, Cash Bill Folders Al Driven Real-time CX Department Rom_ Restaurants&Hotels Social Media Signaling Strictly Confidential 3/7 owerfulanalytics and reporting. ti i i , - ,y ti icy: i „ l t ti j� _. t .J. Implementing corrective actions 3 toimprovecustomerexperience ' -daily! i Strictly Confidential 2/7 The street address of said property is Intersection of Barton Road and Preston Street, Grand Terrace, CA 92313 (if applicable) Dated: March 26.2020 gn.!.:re of Owne or gent Owner *There are various types of deed forms depending on each person's legal status. Before u use thi fo you may want to consult an attorney if you have questions concerning which document form is appropriate for your transaction. higher than the no project alternative under cumulative conditions.This analysis should be performed using the'project effect'or 'boundary' method. Transportation Proiects(thresholds may apply for SB 743 or GHG purposes) - Resolution No.2020-26 Page 3 of 4 we will not share with the other insurance, provided that: f. This insurance does not apply to the (1) The "bodily injury" or "property damage" for rendering _ of or failure to render any "professional services". which coverage is sought occurs; and g. In the event that the Limits of Insurance of the (2) The "personal injury" for which coverage is Coverage Part shown in the Declarations sought arises out of an offense committed; exceed the limits of liability required by the after you have signed that "written contract "written contract requiring insurance", the requiring insurance". But this insurance provided insurance provided to the additional insured to the additional insured still is excess over valid shall be limited to the limits of liability required and collectible other insurance, whether primary, by that "written contract requiring insurance". excess, contingent or on any other basis, that is This endorsement does not increase the available to the additional insured when that limits of insurance described in Section III — person or organization is an additional insured Limits Of Insurance. under any other insurance. CG D3 81 09 15 ©2015 The Travelers Indemnity Company All rights reserved. Page 1 of 2 Includes the copyrighted material of Insurance Services Office,Inc.,with its permission ACCORDANCE WITH THE POLICY PROVISIONS. Grand Terrace,CA 92313 AUTHORIZED REPRRE4SgE�NTATIVE I 41 ACORD 25(2016/03) ©1988-2015 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORD i y FeedbcackNow by FORRESTER' 111) Service Provided: • All SIM GSM cards and all communication costs • Data flow control and data integrity • Data processing and all associated IT costs(server,database,license...) • All report production for local teams and management for unlimited number of users • Static data management(user information,question change...) • 5 days a week technical and knowledge support • Web access with real-time data and all functions • Mobile application for unlimited number of users • SMS and email message alerts • Widgets • APIs for raw data transfer to your own data warehouse • Unlimited number of users • Remote equipment monitoring Benchmarks: Last but not least we offer the possibility to join FeedbackNow Benchmarks by service to find out how your business performs vs.others or you can rank your branches/locations amongst each other. YTD comparison vs peers Trends Difference by type of line Rankine and moves ' VMS t" j 1111 :11111111 —44 11 II T �r4M - poiDeployment-procedure Based on our discussions,we include in our special offer the deployment of FeedbackNow's real-time customer feedback solution at the City Clerk Office in the City of Grand Terrace.The deployment will consist of 3x wall OR counter mounted Smiley Boxes. As a plug-and-play solution,you also will have full all-inclusive access to the customer feedback data via our Online Portal as well smartphone APP plus real-time alert function to immediate react onsite if needed. Client examples of our feedback solution: Satisfied with the cleanliness *'+ of this restroom today? M. Ciek 4 Strictly Confidential 4/7 i , - ,y ti icy: i „ l t ti j� _. t .J. Implementing corrective actions 3 toimprovecustomerexperience ' -daily! i Strictly Confidential 2/7 The street address of said property is Intersection of Barton Road and Preston Street, Grand Terrace, CA 92313 (if applicable) Dated: March 26.2020 gn.!.:re of Owne or gent Owner *There are various types of deed forms depending on each person's legal status. Before u use thi fo you may want to consult an attorney if you have questions concerning which document form is appropriate for your transaction. higher than the no project alternative under cumulative conditions.This analysis should be performed using the'project effect'or 'boundary' method. Transportation Proiects(thresholds may apply for SB 743 or GHG purposes) - Resolution No.2020-26 Page 3 of 4 we will not share with the other insurance, provided that: f. This insurance does not apply to the (1) The "bodily injury" or "property damage" for rendering _ of or failure to render any "professional services". which coverage is sought occurs; and g. In the event that the Limits of Insurance of the (2) The "personal injury" for which coverage is Coverage Part shown in the Declarations sought arises out of an offense committed; exceed the limits of liability required by the after you have signed that "written contract "written contract requiring insurance", the requiring insurance". But this insurance provided insurance provided to the additional insured to the additional insured still is excess over valid shall be limited to the limits of liability required and collectible other insurance, whether primary, by that "written contract requiring insurance". excess, contingent or on any other basis, that is This endorsement does not increase the available to the additional insured when that limits of insurance described in Section III — person or organization is an additional insured Limits Of Insurance. under any other insurance. CG D3 81 09 15 ©2015 The Travelers Indemnity Company All rights reserved. Page 1 of 2 Includes the copyrighted material of Insurance Services Office,Inc.,with its permission ACCORDANCE WITH THE POLICY PROVISIONS. Grand Terrace,CA 92313 AUTHORIZED REPRRE4SgE�NTATIVE I 41 ACORD 25(2016/03) ©1988-2015 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORD FeedbackNow by FORRESTER' Respective commitments for the deployment period: FeedbackNow: • Full commitment to make this installation a success • Supports you closely,giving you access to long experience in this field • Sticks to agreed planning(to be defined) • Ensures highest degree of confidentiality on all client information • Works in a transparent,open and trustful manner to build a long-term partnership Client: • Informs employees and partners properly prior to installation • Grants access to relevant restricted areas and technical areas for the installation(if needed) • Protects confidentiality and IP rights from FeedbackNow at any time.All information,know-how,intellectual property shown during the pilot cannot be transferred to any 3rd party or re-use for a tender or anytime of Request for Proposal. • FeedbackNow brand will appear on equipment and voting questions. Deployment—costs a. Feedback equipment—Special offer for City of Grand Terrace RealSt►me feedbkcksolution for i27month commitment ::; _ .: >' # " , Price .;TOTAL price, - - _ per location per.month,'= Smiley Box packages per location o ix Smiley Box o sx Wall mount OR counter mount for Smiley Box 3 $99 $297 o ix Question placards in customized design Services included: o Data communication&processing of feedbacks and all associated IT costs(server,database,licenses,IT security.) Included Included Included o All report production in English for unlimited number of users o Static data management(employee information,equipment location change,question change. ) o Standard Online Portal access with real-time data o Unlimited alerts by email/push notifications to unlimited number of users o Equipment monitoring report for client o 5 days a week technical and knowledge support offsite o Mobile application for unlimited number of users—incl.alert acknowledgement via APP free-of-charge o Widgets Mgt: i-- ♦® eo-�; :_ _ m anru Strictly Confidential 5/7 reet, Grand Terrace, CA 92313 (if applicable) Dated: March 26.2020 gn.!.:re of Owne or gent Owner *There are various types of deed forms depending on each person's legal status. Before u use thi fo you may want to consult an attorney if you have questions concerning which document form is appropriate for your transaction. higher than the no project alternative under cumulative conditions.This analysis should be performed using the'project effect'or 'boundary' method. Transportation Proiects(thresholds may apply for SB 743 or GHG purposes) - Resolution No.2020-26 Page 3 of 4 we will not share with the other insurance, provided that: f. This insurance does not apply to the (1) The "bodily injury" or "property damage" for rendering _ of or failure to render any "professional services". which coverage is sought occurs; and g. In the event that the Limits of Insurance of the (2) The "personal injury" for which coverage is Coverage Part shown in the Declarations sought arises out of an offense committed; exceed the limits of liability required by the after you have signed that "written contract "written contract requiring insurance", the requiring insurance". But this insurance provided insurance provided to the additional insured to the additional insured still is excess over valid shall be limited to the limits of liability required and collectible other insurance, whether primary, by that "written contract requiring insurance". excess, contingent or on any other basis, that is This endorsement does not increase the available to the additional insured when that limits of insurance described in Section III — person or organization is an additional insured Limits Of Insurance. under any other insurance. CG D3 81 09 15 ©2015 The Travelers Indemnity Company All rights reserved. Page 1 of 2 Includes the copyrighted material of Insurance Services Office,Inc.,with its permission ACCORDANCE WITH THE POLICY PROVISIONS. Grand Terrace,CA 92313 AUTHORIZED REPRRE4SgE�NTATIVE I 41 ACORD 25(2016/03) ©1988-2015 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORD . FeedbeickNow by FORRESTER' leiCommitment FeedbackNow: Your commitment: • Full commitment to make this installation a • Not run any reverse engineering or copy any success devices and software • FeedbackNow will provide brand new equipment • Protect confidentiality and IP rights from • "Ready to turn the key"offer.Solution will be in FeedbackNow at anytime operation the very next day of the installation • FeedbackNow brand will appear on equipment • Ensure confidentiality of all your information (it is not a white label solution) • Work in a transparent,open and trustful manner to build a long-term partnership 1411 Terms& Conditions • This proposal is exclusively governed by the FeedbackNow General Terms and Conditions ("Terms") found at www.feedbacknow.com • All equipment supplied is of new condition and guaranteed one year. In case of defect,once equipment is returned,a new one will be provided by FeedbackNow swiftly in exchange ("swap after return" policy). Warranty excludes normal wear and tear,abuse,misuse,vandalism,theft or incorrect cleaning of equipment. • Question template will be prepared by FeedbackNow and validated by client.Client will provide logo,internal Cl- _ guidelines and feedback questions. • All prices are net prices,based on a 12-month,continuous subscription for all feedback devices. • Payment terms: Subscription cost is billed annually. • Implementation date will be mutually agreed upon after written order confirmation. • This offer is valid until January 30,2020. The FeedbackNow team is looking forward to the opportunity of providing you with the unique benefits and positive business impact of our innovative feedback solutions. Please feel free to contact us in case of any questions via email at iproctor@forrester.com. Best regards, Jonathan Proctor Strictly Confidential 6/7 days a week technical and knowledge support offsite o Mobile application for unlimited number of users—incl.alert acknowledgement via APP free-of-charge o Widgets Mgt: i-- ♦® eo-�; :_ _ m anru Strictly Confidential 5/7 reet, Grand Terrace, CA 92313 (if applicable) Dated: March 26.2020 gn.!.:re of Owne or gent Owner *There are various types of deed forms depending on each person's legal status. Before u use thi fo you may want to consult an attorney if you have questions concerning which document form is appropriate for your transaction. higher than the no project alternative under cumulative conditions.This analysis should be performed using the'project effect'or 'boundary' method. Transportation Proiects(thresholds may apply for SB 743 or GHG purposes) - Resolution No.2020-26 Page 3 of 4 we will not share with the other insurance, provided that: f. This insurance does not apply to the (1) The "bodily injury" or "property damage" for rendering _ of or failure to render any "professional services". which coverage is sought occurs; and g. In the event that the Limits of Insurance of the (2) The "personal injury" for which coverage is Coverage Part shown in the Declarations sought arises out of an offense committed; exceed the limits of liability required by the after you have signed that "written contract "written contract requiring insurance", the requiring insurance". But this insurance provided insurance provided to the additional insured to the additional insured still is excess over valid shall be limited to the limits of liability required and collectible other insurance, whether primary, by that "written contract requiring insurance". excess, contingent or on any other basis, that is This endorsement does not increase the available to the additional insured when that limits of insurance described in Section III — person or organization is an additional insured Limits Of Insurance. under any other insurance. CG D3 81 09 15 ©2015 The Travelers Indemnity Company All rights reserved. Page 1 of 2 Includes the copyrighted material of Insurance Services Office,Inc.,with its permission ACCORDANCE WITH THE POLICY PROVISIONS. Grand Terrace,CA 92313 AUTHORIZED REPRRE4SgE�NTATIVE I 41 ACORD 25(2016/03) ©1988-2015 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORD • . FeedbeckNow by FORRESTER" Order acknowledgement We hereby confirm our acceptance of the FeedbackNow offer: Deployment of FeedbackNow's real-time feedback solution at City of Grand Terrace This offer is valid until Janaury 30,2020.The general terms and conditions of FeedbackNow apply.Any additions to these require a written agreement. If the client requires that services be rendered from and/or charges be invoiced to another legal or other business unit of the purchaser,all rights and obligations of the purchaser with respect to Forrester Research Inc.remain unaffected.The client will release Forrester Research Inc.of all damages in this context. City of Grand Terrace 22795 Barton Road Grand Terrace,CA 92313 United States of America / /61.2cb2o S51svughDate Name: ,jEBi 4471 l,4 O Title: C/•TY &Lak- Forrester Research Inc. Tax ID#04-2797789 60 Acorn Park Dr. Cambridge, MA 02140 Date Name: United States of America Date: Strictly Confidential 7/7 wear and tear,abuse,misuse,vandalism,theft or incorrect cleaning of equipment. • Question template will be prepared by FeedbackNow and validated by client.Client will provide logo,internal Cl- _ guidelines and feedback questions. • All prices are net prices,based on a 12-month,continuous subscription for all feedback devices. • Payment terms: Subscription cost is billed annually. • Implementation date will be mutually agreed upon after written order confirmation. • This offer is valid until January 30,2020. The FeedbackNow team is looking forward to the opportunity of providing you with the unique benefits and positive business impact of our innovative feedback solutions. Please feel free to contact us in case of any questions via email at iproctor@forrester.com. Best regards, Jonathan Proctor Strictly Confidential 6/7 days a week technical and knowledge support offsite o Mobile application for unlimited number of users—incl.alert acknowledgement via APP free-of-charge o Widgets Mgt: i-- ♦® eo-�; :_ _ m anru Strictly Confidential 5/7 reet, Grand Terrace, CA 92313 (if applicable) Dated: March 26.2020 gn.!.:re of Owne or gent Owner *There are various types of deed forms depending on each person's legal status. Before u use thi fo you may want to consult an attorney if you have questions concerning which document form is appropriate for your transaction. higher than the no project alternative under cumulative conditions.This analysis should be performed using the'project effect'or 'boundary' method. Transportation Proiects(thresholds may apply for SB 743 or GHG purposes) - Resolution No.2020-26 Page 3 of 4 we will not share with the other insurance, provided that: f. This insurance does not apply to the (1) The "bodily injury" or "property damage" for rendering _ of or failure to render any "professional services". which coverage is sought occurs; and g. In the event that the Limits of Insurance of the (2) The "personal injury" for which coverage is Coverage Part shown in the Declarations sought arises out of an offense committed; exceed the limits of liability required by the after you have signed that "written contract "written contract requiring insurance", the requiring insurance". But this insurance provided insurance provided to the additional insured to the additional insured still is excess over valid shall be limited to the limits of liability required and collectible other insurance, whether primary, by that "written contract requiring insurance". excess, contingent or on any other basis, that is This endorsement does not increase the available to the additional insured when that limits of insurance described in Section III — person or organization is an additional insured Limits Of Insurance. under any other insurance. CG D3 81 09 15 ©2015 The Travelers Indemnity Company All rights reserved. Page 1 of 2 Includes the copyrighted material of Insurance Services Office,Inc.,with its permission ACCORDANCE WITH THE POLICY PROVISIONS. Grand Terrace,CA 92313 AUTHORIZED REPRRE4SgE�NTATIVE I 41 ACORD 25(2016/03) ©1988-2015 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORD DocuSign Envelope ID:86218D3D-5899-4004-A90D-A995B75F1BDE FeedbackNow by FORRESTER' Order acknowledgement We hereby confirm our acceptance of the FeedbackNow offer: Deployment of FeedbackNow's real-time feedback solution at City of Grand Terrace This offer is valid until Janaury 30,2020.The general terms and conditions of FeedbackNow apply.Any additions to these require a written agreement. If the client requires that services be rendered from and/or charges be invoiced to another legal or other business unit of the purchaser,all rights and obligations of the purchaser with respect to Forrester Research Inc.remain unaffected.The client will release Forrester Research Inc.of all damagesiin this context. City of Grand Terrace 22795 Barton Road Grand Terrace,CA 92313 aewA—C 'SetatIlLAth United States of America /// Pcb2o Date Name: Belk{ L.`71404,445 Title: C/7Y Cd L (L Forrester Research Inc. DocuSigned by: Tax ID#04-2797789 ! itkidula DDAP- 4/7/2020 ECC3B9B9D42C4 . 60 Acorn Park Dr. Cambridge,MA 02140 Date Name: Mi chael Doyl e United States of America Date: chief Financial officer Strictly Confidential 7/7 prices,based on a 12-month,continuous subscription for all feedback devices. • Payment terms: Subscription cost is billed annually. • Implementation date will be mutually agreed upon after written order confirmation. • This offer is valid until January 30,2020. The FeedbackNow team is looking forward to the opportunity of providing you with the unique benefits and positive business impact of our innovative feedback solutions. Please feel free to contact us in case of any questions via email at iproctor@forrester.com. Best regards, Jonathan Proctor Strictly Confidential 6/7 days a week technical and knowledge support offsite o Mobile application for unlimited number of users—incl.alert acknowledgement via APP free-of-charge o Widgets Mgt: i-- ♦® eo-�; :_ _ m anru Strictly Confidential 5/7 reet, Grand Terrace, CA 92313 (if applicable) Dated: March 26.2020 gn.!.:re of Owne or gent Owner *There are various types of deed forms depending on each person's legal status. Before u use thi fo you may want to consult an attorney if you have questions concerning which document form is appropriate for your transaction. higher than the no project alternative under cumulative conditions.This analysis should be performed using the'project effect'or 'boundary' method. Transportation Proiects(thresholds may apply for SB 743 or GHG purposes) - Resolution No.2020-26 Page 3 of 4 we will not share with the other insurance, provided that: f. This insurance does not apply to the (1) The "bodily injury" or "property damage" for rendering _ of or failure to render any "professional services". which coverage is sought occurs; and g. In the event that the Limits of Insurance of the (2) The "personal injury" for which coverage is Coverage Part shown in the Declarations sought arises out of an offense committed; exceed the limits of liability required by the after you have signed that "written contract "written contract requiring insurance", the requiring insurance". But this insurance provided insurance provided to the additional insured to the additional insured still is excess over valid shall be limited to the limits of liability required and collectible other insurance, whether primary, by that "written contract requiring insurance". excess, contingent or on any other basis, that is This endorsement does not increase the available to the additional insured when that limits of insurance described in Section III — person or organization is an additional insured Limits Of Insurance. under any other insurance. CG D3 81 09 15 ©2015 The Travelers Indemnity Company All rights reserved. Page 1 of 2 Includes the copyrighted material of Insurance Services Office,Inc.,with its permission ACCORDANCE WITH THE POLICY PROVISIONS. Grand Terrace,CA 92313 AUTHORIZED REPRRE4SgE�NTATIVE I 41 ACORD 25(2016/03) ©1988-2015 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORD