Broward County Commission Regular Meeting

MOTION TO APPROVE First Amendment with Inktel Government BPO Services LLC, for the provision of a Call Center for Paratransit Transportation Services, Bid No. C1240001B1, for the Transit Division, increasing the hourly rate for service from $198 per hour to $277 per hour, and authorizing Mayor to execute. The term of this amendment is effective from date of execution through December 31, 2018.

(Items 34, 40, 41 and 45 were heard concurrently.)

ACTION:  (T-12:08 PM)   Following discussion, the Board approved a Pilot Program, as amended, commencing on January 1st, 2018, with deliverables coming back from County Administration, as well as the approval of additional Call Center personnel subject to the County Attorney's Office amending language, in addition to the County Attorney's statements as read into the record.  (Refer to minutes for full discussion.)  (Refer to minutes for full discussion.)  (See Yellow-Sheeted Additional Material, dated November 14, 2017, submitted at the request of Transportation.)

VOTE:  8-0.  Commissioner LaMarca was inaudible.

Board approval is required to amend this agreement.

Approves first amendment with Inktel Government BPO Services LLC, (Inktel) for the provision of a Call Center for Paratransit Transportation Services, Bid No. C1240001B1, for the Transit Division increasing the hourly rate of $198 per hour to $277 to reflect the growth in demand for the service.

October 28, 2014, Item No. 39.

THE TRANSPORTATION DEPARTMENT/TRANSIT DIVISION RECOMMENDS APPROVAL OF THE ABOVE MOTION.

This item supports the Board's value for "Cooperatively delivering an efficient and accessible regional intermodal transportation network."

On October 28, 2014, Item No. 39, the Board approved an agreement with Inktel Government BPO Services LLC (Inktel), for the provision of a Call Center for Paratransit Transportation Services, Bid No. C1240001B1, for the Transit Division. The contract provides all labor, materials and equipment necessary to operate the call center for the Broward County paratransit transportation services program. The call center facilitates day to day services including but not limited to, taking trip reservations, coordinating trip scheduling with transportation service providers, system-wide dispatching and handling related customer service calls for paratransit riders within the County service area. The contract with Inktel became effective January 1, 2015. The initial contract term was for three years, with two additional one-year options. Since the beginning of the contract, there has been continual growth in paratransit (TOPS) trips, and as a result, the number of phone calls has increased 40% over the initial period (when the contract began). The existing contract had a fixed reimbursement rate and did not include an escalation clause addressing growth in the call volume.   

On November 9, 2017, a Sunshine Meeting was held to negotiate an amendment to the existing contract. Staff from Inktel, the Transit Division and the County Attorney's office were in attendance. This amendment reflects the negotiated increase of the hourly rate to $277 per hour, up to a maximum of 7,976 hours, which will allow Inktel to immediately hire more staff to address demand. The recruitment is already advertised and the next two-week training course for call takers is scheduled to begin December 4, 2017. The total number of additional staff will vary by day and time, since call volumes fluctuate widely. 

This amendment has been reviewed and approved as to form by the Office of the County Attorney.

Chris Walton, Director, Transportation Department, (954) 357-8361