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HomeMy WebLinkAboutMINUTES - 09092003 - C.129 TO: BOARD OF SUPERVISORS Contra FROM: Anne Cain, County Librarian a;+ { . 'y Gusts DATE: July 24, 2003x; County SUBJECT: Library Materials Recovery Services SPECIFIC REQUEST(S) OR RECOMMENDATION(S) & BACKGROUND AND JUSTIFICATION RECOMMENDATION: Authorize the County Librarian or the County's Purchasing Manager to issue a Request For Proposals and recommend a firm or agency for library materials recovery services. FINANCIAL IMPACT: The cost of materials recovery will be revenue neutral although the contract will specify an amount for services. The firm or agency selected will not be allowed to charge more than the money recovered so there will be no negative impact on the library's budget. BACKGROUND: The Library collects fines and fees in the amount of approximately $500,000 annually. The number of delinquent accounts varies, but averages 400 monthly. Overdue notices are sent at 10 days and again at 40 days overdue. If the library customer does not return the overdue items or pay the fines and fees, the customer is blocked from any further activity. Materials Recovery Services are needed to: increase the recovery of library materials so that they are available for others • improve customer service by having items available that are wanted by library customers • protect the library's established goodwill with its customers • collect delinquent fine revenue with no loss in customer goodwill + clear customers' obligations so they can continue to use the library • provide a completely automated system with minimal requirements for staff time • provide comprehensive management reports + reduce costly internal procedures so that staff can focus on customer services Proposals will be reviewed by the Purchasing Department, the County Library and other persons deemed necessary. The Board of Supervisors will approve final selection of and the contract with the firm or agency. CONTINUED ON ATTACHMENT: [] YES SIGNATURE: ;Z, a RECOMMENDATION OF COUNTY ADMINISTRATOR F� RECOMMENDATION OF BOARD COMMITTEE APPROVE OTHER SIGNATURE(S)k ACTION OFO�D ON September 9, 2003 APPROVED AS RECOMMENDED 5E] OTHER VOTE OF SUPERVISORS: I HEREBY CERTIFY THAT THIS IS A TRUE AND CORRECT COPY OF X UNANIMOUS{ABSENT V } AN ACTION TAKEN AND ENTERED ON THE MINUTES OF THE AYES: NOES: BOARD OF SUPERVISORS ON THE DATE SHOWN. ABSENT: ABSTAIN: Contact: Susan Caldwell,(925)646-6423 ATTESTED September 9, 2003 JOHN SWEETEN,CLERK OF THE BOARD OF cc: County Library County Administrator SUPERVISORS AND COUNTY ADMINISTRATOR County Counsel s '} County Auditor B 1 t Purchasing Manager y, � °Deputy Office of Revenue Collections O ABOS\rfpmafrecov.doc CONTRA COSTA COUNTY LIBRARY REQUEST FOR PROPOSALS .MATERIALS RECOVERY SERVICES Introduction The Contra Costa County Library is seeking proposals from experienced and qualified firms or agencies to provide for the return of library materials and collection of fines and fees owed for overdue and lost library materials(materials recovery services). The Contra Costa County Library is organized under the 1911 County Free Library Law. As such, the Contra Costa County Board of Supervisors serves as the governing board for the library. The service area for the library includes all of the area of the county with the exception of the City of Richmond, which is served by its own municipal library. The County Library has 23 libraries and circulates 4.2 million items annually. The catalog and circulation systems are fully automated, using the TLC/CARL library automation platform, and self-check workstations are available in most locations. New databases are added each year, and online services that allow customers to renew and place holds on materials are available in the library and remotely. Background The library collects fines and fees in the amount of approximately $500,400 annually. The number of delinquent accounts varies, but averages 400 monthly. Overdue notices are sent at 10 days either by phone, e-mail or mail. At 40 days overdue. Library customers received a second notice by mail. If the customer does not return the overdue items or pay the fines and fees, the customer account is blocked from any further activity. The Library Fine and Fee Schedule is included in this Request for Proposal. The County maintains an internal Office of Revenue Collection (ORC). Due to the efficiencies gained by cooperating with an internal department of the County, a 5% rating preference shall be given to this department if all required services listed below are satisfactorily addressed in their proposal. Scope of Services Requested In order to be considered,a firm or agency must demonstrate how it will: 1. Increase the recovery of library materials 2. Provide data on the value of materials recovered 3. Maintain the librarv's established goodwill with library customers 4. Collect delinquent customer accounts 5. Pursue dated, inactive and incorrect contact information accounts 6. Advise the library in unusual collection matters at no additional cost 7. Provide a process that is totally automated 8. Provide library staff'with electronic on-line access to the status of a customer's account 9. Provide training and implementation of the materials recovery services at no cost to the library CONTRA COSTA COUNTY LIBRARY REQUEST FOR PROPOSALS MATERIALS RECOVERY SERVICES 10. Meet periodically with library staff to discuss and effectively coordinate services 11. Assure accuracy and quality in the implementation of the materials recovery services 12. Provide the service on a trial basis if requested by the library Selection Criteria Proposals submitted will be evaluated for their completeness and competitiveness according to the following criteria: 1. Qualifications and experience of firm or agency Recent experience recovering library materials Recent experience collecting accounts with comparable volume Ability to interface with the library's TLC/CARL software Experience electronically transferring confidential customer data 2. Technical ability to: Accept and relay data and payment information to and from the library's database (currently TLC/CARL) Work with the library and its software vendor at no additional cost to the library to ensure accurate and timely transmission of data Provide on-line access on the status of all customer accounts, including inactive accounts Ensure the confidentiality, security and safety of all library data and information 3. Approach and design of project Demonstrated understanding of the scope of work Ability to establish and maintain a timely and reliable process Description of how and when data will be transmitted Description of procedures for handling accounts and reporting returns and payments Demonstrated understanding of potential problem areas Description of how records with inaccurate addresses are handled Discussion of how the firm or agency plans to handle material checked out to minors, including confidentiality List any information other than what is currently asked for on the attached library card application that the firm or agency expect the library to provide Description of whether and how information is reported to credit bureaus Results achieved in similar materials recovery programs and expected recovery of material and fines/fees 4. Cost: The firm or agency shall demonstrate how it will ensure that: The materials recovery services are, at a minimum, revenue neutral. There is a net benefit to the library in money and materials recovered vs. the cost of the service Sufficient funds are collected to pay for the service at no additional cost to the library. 2 o:\forms\contracttollectionrfpac.doc CONTRA COSTA COUNTY LIBRARY RE UEST FOR PROPOSALS MATERIALS RECOVERY SERVICES Selection Process Finalists in this process may be asked to present their proposal to the Library Materials Recovery Committee which is comprised of County and County Library staff as well as other persons deemed necessary. Proposal Instructions and Format Firms or agencies interested in providing these services to the Contra Costa County Library should prepare a proposal that includes: 1. Firm or agency name, address, phone number and person to contact regarding the proposal. 2. Name and resume of project manager who will be responsible for this project 3. Proposed project management structure and subcontractors(if any) 4. Qualifications of the firm or agency 5. Work plan that details the approach that will be used to provide the services described in this proposal. The proposal will include the frequency and sequence of contact the firm or agency recommends with library customers. 6. Proposed methods for communications with library customers 7. Sample communications (letters, e-mails and phone calls)with library customers. The library must approve all communications to its customers. 8. Proposed schedule for implementation of materials recovery services 9. List of any fees to the customers imposed by the firm or agency in addition to the library's fines and fees 10. Detailed explanation of the firm or agency's costs and fee structure 11. Requirements of library staff, including amount of time involved 12. Expectations firm or agency has for the library, such as internal noticing,minimum balances, referring accounts and recovering material 13. Description of firm or agency's expectations related to other County departments, such as County Counsel, or the Courts 14. A list of all reports that will be provided to the library, including the following: Acknowledgement report reflecting all electronically submitted accounts Customized management reports required by the Library(such as reports by branch) Monthly and cumulative reports of the value of materials returned Monthly and cumulative reports of money collected and charges waived Balance due reports for all accounts Address change reports 15. Copies of the firm or agency's agreements with credit bureaus 16. A complete list of current clients includes name,title, organization or agency name, phone number, and address 3 o:\forms\contract\--ollectionrfpac.doc CONTRA COSTA COUNTY LIBRARY REQUEST FOR PROPOSALS MATERIALS RECOVERY SERVICES Timeline for Proposal Process XXXXX RFP Issued XXXXX Responses due to Library XXXXX Review of proposals XXXXX Meetings with Materials Recovery Committee XXXXX Selection of firm or agency XXXXX Contract approved with successful firm Proposals should be sent to: Susan Caldwell Administrative Services Officer Contra Costa County Library 1750 Oak Parr Blvd. Pleasant Hill, CA 94523 Scaldwel@ccclib.org Proposals are due no later than 5:00 p.m. on E-mail submission is acceptable. All proposals shall be firm and irrevocable for 180 calendar days from the date of submittal. The successful bidder will be expected to enter into a contract with Contra Costa County for the provision of services in accordance with County contract requirements. Copies of these requirements are available by contacting Jeanne F abbri at(925) 646-6423. 4 o:\forrns\contract\collectionrfpac.doo CONTRA COSTA COUNTY LIBRARY REQUEST FOR PROPOSALS MATERIALS RECOVERY SERVICES CONTRA COSTA COUNTY LIBRARY SCHEDULE OF FINES&CHARGES EFFECTIVE MAY 1,2003 TYPE OF MATERIAL DAILY FINE MAXIMLM FINE PER REPLACEMENT PROCESSING ITEM CHARGE FEE ADULT Adult&YA Cataloged Material $.25 $5.00 per item or cost if Item price or,$25.00 $5.00 (Fie,Non-Fic,CD's,Records, less. Cassettes Adult&YA Uncataloged $.25 $2.00 per item or cost if $5.00 Material(Pbks,Mags,Pams) less CHILDREN J Cataloged Material $.10 $1.00 per item or cost if Item price or$15.00 $5.00 (J Fie&Non-Fie,Cgs, less Cassettes) J Uncataloged Material $.10 $1.00 per item or cost if $3.00 (J Pbks,Mags,Pams,Pictures) less MISCELLANEOUS Videos&DVD's $2.00 $10.00 per item Item price or$25.00 $5.00 BiFokal Kits $2.00 $10.00 per item Replacement Cost $5.00 Equipment(Projectors,Cassette $2.00 $10.00 per item Replacement Cost $5.00 Player,Engravers,etc.) CD ROM Products $2.00 $10.00 per item Item Price ar$25.00 OTHER CHARGES Major Damage $5.00 or Replacement Cost Fax to Patron: Minor Damage $1.00 First Page $3.00 Photocopies $.15 per page Each Additional Page $.25 Computer Printout $.10 per page Books by Mail $100-$5.00 Lost Card-Adult $1.00 Non-refundable Meeting Room Fee: Lost Card-Child $.50 Small Room $10.00/hour Census Microfilm Request $.50 Large Room $40.00/hour Interlibrary Loan-$5.00 nonrefundable processing fee+pass through any charges forn lending library to patron Processing fees charged on lost items are nonrefundable if the item is later found and returned S o:lformsicontract'�collectionrfpac.dac Contra Costa County Library Card Application Please leave rine space between last, first,and middle names LAST NAME FIRST NAME MIDDLE NAME, MAILING ADDRESS (Number and Street) CITY STATE ZIP CODE Ll RESIDENCE ADDRESS. (if different from mailing address) CITY STATE 'LII:' CODE [HOME TELEPHONE NUMBER ALTERNATE TELEPHONE NUMBER CALIFORNIA DRIVER'S LICENSE/ IDENTIFICATION # BIRTH YEAR I will be responsible for all materials checked out with this card. I will notify the library of any change of address. I will report a lost card immediately. 1 agree to pay all charges for overdue, lost, and damaged materials. If I fait to pay any charge I will be responsible for all collection costs. As a parent or legal guardian, I agree to be responsible for my child's reading and viewing material and I understand the library's policy on patron confidentiality. Signature of Applicant Cate signature of Parent or Legal Guardian if applicant is under 13 Children under 13 must be able to write or print their names (first name only is acceptable) and must have parent's or legal guardian's signature. Before signing as a parent or legal guardian, please be sure you have read the other side of this form. The parent or legal guardian must provide one form of identification as listed below. Patron must show identification as follows: Current driver's license with current address (Temporary driver's license is not acceptable); or two other pieces of identification, one of which must have current address. These are acceptable forms of identification: I. An ID with name plus a proof of current address. 1 A printed bank check. 3. A piece of first class mail postmarked within 30 days 4. Voter registration card 5. Utility bill 6. Car registration If no verification for a permanent address can be shown, an Address Verification Postcard can be sent to the patron's residence. Patron can then return to the library with the postcard plias nanic verification to receive borrower's card. Fenn 3 i rgv 3:a3 county ► Anne Henley Cain cQu n}[y Library Contra County librarian 1750 Oak Park Boulevard Costa Pleasant Hill,California 94523-4497 Count (926)646-6423 y -6423 `..11 FAX(925)646-6461 Dear Parent or Guardian: We are pleased that your child has requested a library card from the Contra Costa County Library. Obtaining a library card is an important stage of growth for most young people. We hope that this is the beginning of a long and friendly relationship between your child and the library. As a parent or guardian,there are policies of the Contra Costa County Library that we want to bring to your attention before your child completes a library card application. Since this is a "contract" with a minor,we do require your signature. It is important that you understand that in signing,you accept financial responsibility for any materials checked out on the card. With this card your child has access to all resources of our library. The library staff will not restrict the child's choice of books or use of other library materials. It is our policy to serve people of all ages with a broad selection of library materials to satisfy the informational needs of citizens of Contra Costa County. Libraries contain some printed, audiovisual,and electronic materials which some parents occasionally find objectionable or inappropriate for their children. Because our staff` does not monitor the choices a child makes, we suggest that you may wish to be aware of what materials your child borrows from the library. The responsibility for any restrictions on a child's borrowing privileges rests with the parent or guardian. In order to guarantee privacy for each individual, California law mandates confidentiality of registration and borrowing records,and Contra Costa County Library policies and procedures carry out that intent. Library staff cannot give any information about a patron's registration and circulation record to anyone other than the patron, no matter what the age or relationship to the patron. For example, a parent cannot be told what material a child has checked out on the child's card without the child's consent. We look forward to many years of service to your family in meeting your reading and inforniation needs. Sincerely, Anne Cain County Librarian