SERVICE LEVEL AGREEMENT


SERVICE AGREEMENT(SA)

Between:

The City of Boise- Fleet Services Division

and

The City of Boise- Fire Department

for

Fleet Management and Maintenance Services

Section 1.01PURPOSE OF A SERVICE AGREEMENT (SA)

To create a formal and harmonious partnership to professionally manage and maintain the City of Boise Fire Department fleet

To provide a fleet matched to the customer’s adopted public service levels and requirements

To maintain the fleet in the most efficient and economical manner possible while meeting the highest level of quality and availability

To achieve the highest level of customer satisfaction

To identify and perform fleet management and maintenance services within the set standards, schedules, and deadlines

To define the roles and responsibilities of each partner

To establish and report measurable performance standards and goals

To continuously improve fleet services and processes

Section 1.02STATEMENT OF AGREEMENT

Each partner agrees to fulfill the roles and responsibilities listed in this Service Agreement (SA), to abide by the official fleet policy, and to adhere to all other referenced and relevant documents.

All partners and their staff also agree to hold each other accountable for the performance of their duties, while being flexible and realistic. Partners agree to thoroughly understand and enforce this document, review it as needed, offer and discuss changes, and agree to make changes only by a consensus.

A. Partners –The following partners are included in this SA:

  1. Service Provider: BoiseFleet Services Division
  2. Customer:BoiseFire Department or his designee

B. Agreement Administrators – The following staff members are the formal administrators for this agreement:

  1. Service Provider: BoiseFleet Services Manager
  2. Customer: Boise Fire Chief or his designee

C. Program Activators – The following staff members will be responsible for the implementation of this agreement.

  1. Service Provider:
  1. Fleet Services Manager
  2. Fleet Vehicle Maintenance Manager
  3. Fleet Vehicle Lead Technician
  4. All Fleet Services staff
  1. Customers:
  1. Fire Chief
  2. Deputy Chief Of Operations
  3. Division Chief
  4. Deputy Chief Of Logistics
  5. All Fire Department staff

D. Term of Agreement and Renewal:

The term of this agreement shall begin on October 1 and end on September 30 of each fiscal year. The agreement shall automatically renew for each fiscal year.

E. Signature Page:

The following partners and staff hereby agree to all the terms and conditions, the intent and purpose of this agreement, and promise to perform their assigned duties and to help the partnership meet or exceed its overall goals.

Fleet Services Providers:

______

Fleet Vehicle Lead TechnicianDate

______

Fleet Vehicle Maintenance ManagerDate

______

Fleet Services ManagerDate

Customers:

______

Deputy Chief of LogisticsDate

______

Division Chief of OperationsDate

______

Deputy Chief of OperationsDate

______

Fire ChiefDate

AREAS OF RESPONSIBILITY

  1. Service Provider: Fleet Services Department
  1. Management Tasks
  1. Provides a life-cycle management service in coordination with the customer.
  2. Propose all fleet policy and procedures
  3. Annually develops in coordination with the customer, all replacement schedules for the budget process
  4. Ensures all authorized acquisitions are delivered on schedule
  5. In coordination with the customer, disposes of surplus units in a timely manner at the best possible financial return to the City
  6. Upon request, provides consultation on anyservice provided by Fleet Services
  7. Provides adequate and appropriate fuels, sites, volumes and manages the fuel inventory and records
  8. Conducts use and cost analysis as needed, or upon customer request
  9. Produces monthly and annual expense reports
  10. Processes and maintains vehicle registrations and titles; orders duplicate documents or license plates as needed
  11. Ensures vehicle registrations, insurance cards, and collision reports are in each vehicle
  12. Provides expense projections for the budget and financial planning (6 year) process
  13. Sets common service levels and guidelines for all fleet partners
  14. Sets custom service levels as needed for specific fleet units
  15. Conducts annual service satisfaction surveys and reviews the survey results and performance goals with the customer and the City of Boise Executive Management Team
  1. Fleet Maintenance Tasks
  1. In coordination with the customer, sets all PM programs and completes them on schedule
  2. Immediately responds to all maintenance and repair needs and completes tasks within set guidelines
  3. Administers all service contracts to ensure that vendors are performing at the established service levels
  4. Immediately responds to service calls with staff or towing service (or the appropriate method)
  5. Manages and maintains appropriate, safe and legal tires and tire services
  6. Arranges for collision repair as soon as authorized by the customer and Fleet Manager, assuming a repair vs. replacement analysis supports it.
  7. Maintains a minimum inventory only of parts and supplies that cannot be obtained in a short time as needed or for emergency after hours needs. (If an in-house parts room and staff are provided, then this area becomes a separate service center with different roles and responsibilities required by that organization)
  8. Schedules and completes warranty and recall tasks upon notification and need
  9. Arranges for staff training, testing, and certification to keep staff updated on current technology and fleet maintenance methods and products
  10. Daily status updates of completed work orders and provides electronically to management at the beginning of the next work day
  11. Arranges for all authorized up-fitting activities to meet set schedules
  12. Arranges for all out-sourced fabrications & modifications to meet set schedules
  13. Completes all in-service prep to set standards and schedules
  14. Completes all disposal prep and delivery to disposal site to set standards and schedules
  15. Completes all shop facility assignments on mutually-approved schedule
  1. Customer: Boise Fire Department
  1. Ensures that operators and drivers are well trained, qualified, and licensed appropriately
  2. Ensures that all fleet units are operated safely and within unit design standards
  3. Customer will respect and protect the fleet and not misuse or abuse vehicles and equipment
  4. Reports utilization as required
  5. Refuels and enters correct odometer readingsfor each unit properly
  6. Immediately reports breakdowns or maintenance needs and informs Provider of expectations or priorities on the need for return to service
  7. Completes driver/operator checklist and maintenance inspection requirements
  8. Completes other maintenance assignments to set standards as discussed with and approved by the Provider
  9. Provides input to Provider on all management and maintenance issues and tasks
  10. Completes and returns all annual customer satisfaction survey forms accurately
  11. Transport fire apparatus or equipment to assigned service/repair center
  12. Pickup and deliver parts or supplies for Provider as needed and as staff is available
  13. Maintain the cleanliness of each unit inside and out
  14. Check and maintain the safety equipment installed or provided in each unit
  15. Report collisions and damage immediately to Fleet Manager and Provider, coordinate with Risk/Safety and complete required reports accurately and turn in within 24 hours of occurrences
  16. Minimize engine idle time whenever possible, pursuant to Administrative Regulation.
  17. Complete written request forms for all modifications or improvements proposed; submit to Provider and receive approval from designated Fire Administrators before any proposed work is done
  18. Customer is responsible to determine fleet composition needs and to identify and submit changes as to type, size, and quantity for acquisition and replacement scheduling
  19. As a goal, customer will provide specification changes (approved by designated Fire Administrator) to Provider on any unit scheduled for replacement at least 6 months prior to the specification writing and bidding process.
  20. Unless conditions require it, customer will not request major changes and deviations during the bidding process, especially those that will delay the acquisition schedules.
  1. Safety:

All members of each partner’s staff agree to complete all maintenance tasks safely and efficiently, to operate the fleet legally and safely, and to monitor and assist each other’s performance, to protect the fleet, staff, public, and all others from damage or harm.

SERVICE PROVIDER LOCATIONS

  1. Fleet Services Office & Shop
  1. Phone #: (208) 344-6549
  2. Fax #: (208) 344-8021
  3. Email address:
  4. Street Address: 4833 W. Dorman
  5. Emergency Contacts:
  1. Craig Croner Home (208) 342-1245 or Cell (208) 861-4015
  2. Dennis Falconer Home (208) 887-3928 or Cell (208) 695-8907
  3. Al Bryant Home (208) 323-0306
  1. Vendor Shops
  1. Call Provider Management or Maintenance for appropriate location(s)
  1. Fuel Sites
  1. Primary Site(s):
  1. Shell Oil Company; 10% ethanol and diesel blended to seasonal needs
  2. All Boise Shell Locations as per city contract
  3. Access with programmed Shell card only
  1. Backup Sites(s):
  1. Stinker Stations; 10% & 85% ethanol and blended diesel
  2. All Boise Stinker Stations that provide E-85 & Bio Diesel.
  3. Any Stinker Stations or other approved sites that are geographically better suited for individual stations.
  4. Access by “P” credit card
  5. Send all receipts to Fleet Services for recording into fleet records
  1. RemoteCity Operated Sites:
  1. Public WorksLander and West Boise Treatment Plant; 1000 gal diesel only
  2. South Farms; 1000 gal each unleaded gas and diesel
  3. Access by honor system with on-site use reports
  1. Travel and credit card purchases
  1. Use “P” credit card for fuel needs outside of areas where refueling is required to return to normal domiciled sites
  2. Send all credit card charge receipts for city owned vehicles to Fleet Services for recording into fleet records
  1. Service Contracts

The following services are available by contract from private vendors for more convenient and cost effective services, with the concurrence of the Fleet Manager or his designee. Customer may use at their discretion, but repair or maintenance tasks require coordination with Fleet Services. Contact Fleet Services for current list of vendors.

  1. Drive through vehicle wash; use Stinker stations or Mister Car Wash as desired
  2. Tire repair, replacement, alignments; coordinate with Fleet Services
  3. Collision repair; coordinate with Fleet Services
  4. Parts and supplies; coordinate with Fleet Services
  5. Towing; coordinate with Fleet Services
  6. Outsourced maintenance repairs; coordinate with Fleet Services
  7. Vehicle or equipment rental; coordinate with Fleet Services
  8. Emergency up-fitting; coordinate with Fleet Services

HOURS OF SERVICE

  1. Regular Service Hours
  2. Management Offices: 7:00 AM to 4:00 PM Monday through Friday, except holidays
  3. Maintenance Office and Shop: 7:00 AM to 7:00 PM Monday thru Friday, except holidays
  1. After Hours and Emergencies

Provider will provide appropriate service 24/7 during natural disasters or as requested by Customer to support them during an emergency service. Please contact one of the individuals listed in Service Provider Locations, Paragraph A, Sub-Section 5, a-c.

SCOPE OF SERVICES WITH PERFORMANCE STANDARDS

  1. Preventive Service Programs
  1. Provider will publish all Preventive Maintenance tasks and schedules for each unit and present a copy to the Customer
  2. Customer will review and familiarize themselves with the Preventive Maintenance task lists
  3. Customer will accurately report either miles or hours at each fueling stop, or report number of days each unit is used annually
  4. Provider will notify Customer when all Preventive Maintenanceis due
  5. Customer will schedule Preventive Maintenance with the Provider’s shop and help in ensuringPreventive Maintenanceis completed
  6. Provider and customer mutually agree on who completes these tasks
  7. Provider is ultimately responsible for completing all Preventive Maintenance and resetting schedules
  1. Preventive Maintenance Goals
  1. Provider will complete 95% of all Preventive Maintenance before it is overdue
  2. Provider or Customer will attempt to reschedule Preventive Maintenance appointmentsat least 24 hours before the original appointment
  3. Missed appointments by the Customer will not count against Fleet Services Preventive Maintenance goal
  1. Maintenance and Repair Services on unplanned services
  1. Response Times
  1. Customer agrees to report unplanned repairs immediately upon occurrence or discovery
  2. Provider agrees to acknowledge Customer’s report and request and set an action plan in place to correct the damage for failure or need.
  1. Job Turnaround Times by Provider
  1. Best job time estimates will be provided to the Customer
  2. Customer will be notified if job times require adjustments
  3. 70% of all repairs will be done in one day
  4. 90% of all repairs will be done in three days
  5. 10% of all repairs will take over three days
  6. Job times for collision repair, warranty and recalls, defects, vandalism, or acts of God are exempt from service goals
  1. Job Turnaround Times by Customer
  1. Customer agrees to meet the same service goals if they complete any repair task

4. In the event of work order discrepancies, Fleet would make required financial corrections within thirty days.

  1. Service Calls & Towing
  1. Provider will immediately respond on-site with staff, towing service, or other appropriate methods upon notification from the Customer of a need
  2. Customer will remain with the unit until Provider arrives on site
  3. Customer will provide all known information pertaining to the incident
  4. Provider will deliver unit to the appropriate shop for diagnosis and corrective action and inform the customer of job time and cost estimates
  5. Customer will arrange for transportation of their staff, but provider will assist if needed
  1. Collision Repair
  1. Customer will report immediately to Fleet Manager and Fleet Services any collisions, damages, and needs for body repair service
  2. Customer will complete all reporting requirements within 24 hours of incident
  3. Provider will recover the damaged unit and process
  4. Units unable to be driven will be towed or hauled to the providers shop or appropriate body shop(s) and 3 repair estimates will be obtained if the city contracted service provider cannot perform the repair.
  5. Units able to be driven will be sent to the city contracted body shop for repair estimates and 3 repair estimates will be obtained if the city contracted service provider cannot perform the repair.
  6. Customers will transport vehicles able to be driven
  7. Repairs will be scheduled only when authorized by the Risk Manager and a repair vs. replacement analysis has been done.
  8. Provider will inspect and approve all repairs
  1. Repair vs. Replacement Analysis
  1. Provider will perform a cost analysis for each incident to determine if repairing or replacing a damaged unit is the best method overall
  2. Customer will help this process by determining the need and urgency of the damaged unit.
  1. Modifications, Fabrications, and Improvements
  1. No modifications, fabrications, or improvements will be done to any fleet unit without authorization from the Fire Administrators
  2. Providers and Customers will coordinate and follow the same process for authorization and completion of approved work requests
  3. The process requires a good drawing of the work, a good cost estimate, how the task will be completed, the funding source, and a list of the benefits and purpose and what happens if the task is not approved. This information will be scheduled for completion only after approval from the Customer’s Administrator, followed by approval from the Provider’s Administrator.
  4. Provider may add expenses to the cost of the project if additional administrative time is required to complete the work
  1. Other custom and/or non-fleet services and tasks
  1. Provider will consider other custom, non-fleet related tasks on a

case-by-case basis.

  1. These requests will receive the lowest priority assignments unless it is determined to be highly beneficial to the overall organization or public service and safety.
  2. All work will be billed at time plus cost of materials and supplies, plus administrative and travel expenses.
  1. Data, Records, and Reports
  2. Provider will manage and maintain all fleet records with the assistance from the Customer, for supplying their use information accurately and in a timely manner
  3. Inventory – Provider will maintain a minimum inventory of partsand supplies that cannot be easily and quickly obtained or is needed for after hours and emergency services.
  4. Utilization – Provider will capture utilization information from service tickets, work orders, fuel reports, and other utilization reports from the customers. Both partners agree to focus on reporting accurate utilization information.
  5. O & M expenses – Provider will capture all ownership costs for each unit in the fleet and provide monthly expense summaries to the customer.
  6. Billing – Provider will generate the summary of fleet expenses by fund and customer account and send to the Finance Dept for transfer of funds.
  7. Budget Projections – Provider will annually produce fleet expense projection for the Customer to use in the budget request process. Customer will use these projections as the base and justify to the budget review committee any deviations.
  8. Files – Provider will maintain files for each of the Customer’s units and make them available to the customer at any time. Customer will not remove or lose the files, but may make copies of any and all documents.
  1. Motor Pool
  1. City-Owned Vehicles - Provider will maintain several retired city vehicles for customers use at specified locations convenient to staff with out access to city owned or assigned transportation. Use fees will be set and adjusted annually.
  2. Loaner Vehicles – Provider does have a few loaner vehicles however, the Customer must inform the Provider if going without a vehicle is not acceptable, then work with the Provider to obtain temporary use of a loaner vehicle
  1. Replacement Program
  1. Life Cycles - Provider in coordination with customer will review utilization and maintenance cost records to set replacement schedules for each of the Customer’s units.
  2. Fleet Standards
  1. Provider in coordination with customer will set minimum standards by class for all units in the fleet
  2. Equipment color is the OEM standard color unless written authorization from the Fire Chief
  3. Alternative fuels will be used as mandated by City Administrative Regulation, Fleet ProcurementC 1.01a
  4. Drive train – provider in coordination with customer will determine the best engine for each unit to meet performance requirements and yet provide the lowest emissions and best fuel economy. All fleet units will have automatic transmissions, limited slip differentials, and differential lock in equipment to provide maximum traction. Heavy duty cooling, suspension, brakes, and components will be required on all units.
  5. Air conditioning – Customer’s Administrator will determine the need for air conditioning on a case-by-case basis.
  6. Special / Custom features – Provider discourages special or customized features and accessories in order to control costs. Provider encourages using standard commercially available components to meet the needs of the customer. Customer’s Administrator will determine and authorize the addition of more expensive and custom fabrications.
  1. Up-fitting – Provider and Customer will determine up-fitting needs on a case-by-case basis with the Customer’s Administrator approval required on any deviation from an existing unit being replaced or added to.
  2. In Service Prep – Provider will complete all in-service prep in a set standard and uniform manner to present the most professional appearance possible. Customer will not add bumper stickers, body graphics, or other devices to the inside or outside of the vehicle or equipment without discussing it with Fleet Services and obtaining customer approval prior to the install. Any unauthorized devices, graphics, and stickers, will be removed upon discovery and notification to the customer.
  1. Registration, Titles, and Fees
  1. Provider will obtain, manage, and maintain all fleet titles and registrations, and pay any and all feesand coordinate JVs with departments.
  2. Appropriate documents or copies will be installed in the vehicles with insurance and traffic accident forms. To comply with legal requirements, Customer will inform Provider if these documents have been lost or misplaced so they can be replaced as quickly as possible.
  1. Disposal
  1. Prep – Provider will inspect all units removed from service, repair or replace units affecting safety or legality, and ready them for disposal. Customer is responsible for reporting any and all known problems on any unit being readied for auction. Customer has the option to request Provider dispose of vehicle in an “as is” condition.
  2. Disposal – Provider currently uses a vendor auction service for disposal, but will utilize other methods to gain the best salvage possible and still meets authorized techniques. Those currently include trade in, sealed bids, cannibalizing, and junked out, with potential for Internet auctions or on-line bidding.
  1. Facility

Provider maintains a maintenance facility(s) for the overall benefit of the organization and to meet the specific service demands and programs of the customer. Customer will assist the Provider in the care and use of the facility and will follow the Provider’s directions for safely entering and exiting the facility, and driving or parking around the facility.