ITP 2026-15 Customer Service Training, On-Site

CITY OF JOHNSON CITY
PURCHASING DEPARTMENT
Invitation to
209 WATER STREET
JOHNSON CITY, TN 37601 Propose
PHONE 423-975-2715 FAX: 423-975-2712
purchasing@johnsoncitytn.org
DATE QUOTE NOT LATER THAN PROJECT TIMEFRAME: TIMEFRAME PROPOSED:
8/31/2026 9/14/2026 BY END OF DAY As per scope Include with submittal
ITP# 2026-15 Customer Service Training, on-site
RESPONSE MUST BE SUBMITTED TO: City of
Johnson City Purchasing Office REPLY VIA WE PROPOSE AS BELOW
MAIL, EMAIL, FAX OR ON-LINE Company Name: ___________________________________________
purchasing@johnsoncitytn.org
ELECTRONIC RESPONSES: Click Here ADDRESS: ___________________________________________
DEPARTMENT CONTACT (for inquiries only): ___________________________________________
Cooper Reaves; 423.343.5950 PHONE: ___________________________________________
creaves@johnsoncitytn.org
F.O.B. DELIVERED, FREIGHT PREPAID & ALLOWED. *BY: (SIGNATURE) _________________________________________
BASE YOUR PROPOSAL ON THE TERMS AND NAME TYPED: _________________________________________
CONDITIONS INCLUDED AND/OR PRINTED HEREON. OFFICAL TITLE: _________________________________________
TERMS: NET 30 DAYS DATE: ________________________________________
ANTICIPATED RECOMMENDATION DATE: by 9/30/2026 EMAIL ADDRESS:___________________________________________
DESCRIPTION
The City of Johnson City, TN is seeking proposals from qualified firms to
develop and assist in implmenting an in-person comprehensive
customer service training program as per the attached documents.
Submittals shall, at a minimum, include:
completed cover sheet
completed insurance documents (checklist & general insurance appendix)
items specified under 5. Proposal submittal requrements.
Vendor's past performance may be a consideration in the awarding of this contract
*By signing this document, the undersigned hereby agrees to the prices and all other terms and conditions, including the attached Invitation to Quote General Terms &
Conditions and the City's Requirements for Bids, Requests for Proposals, and Contracts Between the City of Johnson City and Other Parties and the requirements of the Iran
Divestment Act (#16) and associated documents relating to this quote and will furnish items as specified if this quote is accepted.

Cooper Reaves
Special Projects Manager
Administration
City of Johnson City
601 E. Main St./P.O. Box 2150
Johnson City, TN 37605-2150
423.434.5950 | JohnsonCityTN.org
ITP #2026-15
Scope of Services for a City-Wide Customer Service Training Program
1.PROJECT OVERVIEW
The City of Johnson City is seeking proposals from qualified firms to develop and assist in implementing a
comprehensive customer service training program that equips City employees with the knowledge, skills and
mindset necessary to provide exceptional service to the citizens we serve.
The City, employing over 1000 individuals, believes every interaction with a resident, business owner, contractor,
visitor or fellow employee is an opportunity to build trust in local government. The selected consultant will
develop a practical, results-oriented training program that supports the City's commitment to delivering
outstanding public service and reinforces our organizational mission to "Go. All. Out" to enrich the quality of life in
Johnson City.
The training program will be in-person and should emphasize practical application, measurable outcomes, and
long-term sustainability through a train-the-trainer model that allows the City to continue delivering the program
internally.
2.PROJECT OBJECTIVES
The selected consultant shall develop a customer service program that:
* Equips employees with practical skills to deliver professional, respectful and solution-oriented customer
service.
* Creates a consistent customer service philosophy across City departments.
* Improves communication with both external and internal customers through in-person interactions,
telephone conversations, email, written correspondence, and other communication channels.
* Provides employees with tools to effectively navigate challenging customer interactions while
maintaining professionalism and empathy.
* Reinforces the importance of teamwork and shared ownership of serving the public, regardless of
departmental responsibilities.
* Develops internal City trainers who can independently deliver the program to future employee groups.
* Supports the City's mission, values, and commitment to providing exceptional public service.

3.SCOPE OF WORK
The selected consultant shall provide all services necessary to successfully complete the project, including, but
not limited to, the following:
Program Development
The consultant shall develop a customized customer service curriculum specifically designed for municipal
government employees. Generic or off-the-shelf training programs are discouraged unless they are substantially
customized to address the City's organizational culture, operations, and service expectations.
Prior to developing training materials, the consultant shall meet with City representatives to gain an understanding
of the City's organizational goals, customer service expectations, employee responsibilities, and desired learning
outcomes.
Training content should incorporate realistic municipal scenarios and practical examples applicable to employees
serving citizens through a variety of roles and communication methods.
On-site Training Delivery
The City intends to implement employee training in phases, beginning with an initial cohort of approximately
thirty (30) frontline employees. Future training groups will be determined by City Management.
Proposers may recommend either of the following implementation models:
* A comprehensive train-the-trainer program for up to three (3) designated City employees who will
subsequently deliver the training to the initial employee cohort and future participants; or
* Consultant-led delivery of the initial employee cohort followed by a train-the-trainer program that
prepares designated City employees to independently facilitate future sessions.
Proposers may also recommend alternative implementation approaches that accomplish the City's objective of
creating sustainable internal training capacity.
Training Content
At a minimum, the proposed curriculum should address the following topics:
* Principles of exceptional customer service and prioritized customer experience in local government.
* Professional communication across multiple platforms.
* Active listening and identifying customer needs.
* Service recovery and meeting customer needs when challenges arise.
* De-escalation techniques for difficult and emotionally-charged situations.
* Essential brevity and communicating clearly and effectively.
* Teamwork, shared responsibility, and respectful workplace communication.

Train-the-Trainer Program
A critical component of this project is preparing designated City staff members to independently facilitate future
training sessions.
The train-the-trainer program should provide participants with:
* Thorough understanding of the curriculum.
* Instructional techniques and facilitation skills.
* Trainer guides and presentation materials.
* Opportunities to practice delivering portions of the curriculum.
* Coaching and feedback from the consultant.
* Recommendations for maintaining consistency across future training sessions.
Training Materials
The consultant shall provide all materials necessary to support long-term implementation, including, at a
minimum:
* Participant guides.
* Trainer guides.
* Presentation materials.
* Facilitator notes.
* Digital copies of all training materials.
* Job aids, templates, checklists, or quick-reference resources, as appropriate.
* Videos or supplemental learning resources, if utilized within the curriculum.
* Any licensing information associated with training materials.
Deliverables
At a minimum, the selected consultant shall provide:
* Project kickoff meeting.
* Customize customer service curriculum.
* Lesson plans and training agenda.
* Train-the-trainer program.
* Consultant-led delivery of the initial employee cohort, if included in the proposed approach.
* Complete trainer and participant materials.
* Digital copies of all resources.
* Recommendations for sustaining the customer service program following project completion.

4.DESIRED QUALIFICATIONS
The City seeks consultants with demonstrated experience designing and delivering customer service training
programs for local governments, public sector organizations, or similarly complex organizations.
Experience should include:
* Developing customized customer service curriculum.
* Delivering highly interactive adult learning experiences.
* Designing successful train-the-trainer programs.
* Demonstrating measurable improvements in customer service outcomes.
* Working with organizations of comparable size and operational complexity.
The City is seeking a practical, evidence-based training experience that emphasizes applicable skills and lasting
organizational impact over personality assessments, motivational presentations, or generalized leadership
seminars.
5.PROPOSAL SUBMITTAL REQUIREMENTS
Proposals shall include sufficient detail to demonstrate the proposer's qualifications, understanding of the project,
and ability to successfully deliver the requested services. At a minimum, proposals shall include:
* Description of the firm's qualifications and relevant experience, particularly with local governments or
similar organizations.
* Narrative describing the proposed approach to developing and delivering the customer service training
program, including the train-the-trainer component.
* A sample training agenda and representative training material.
* Proposed project timeline, including key milestones and anticipated completion dates.
* Description of how the effectiveness of the training will be evaluated and any post-training support.
* Detailed cost proposal that identifies all fees, expenses, and optional services.
6.TIMELINE
The City anticipates awarding a contract in September 2026, with project kickoff and curriculum development
occurring shortly thereafter. The City intends to begin implementation of the customer service training program in
November 2026.
7.SELECTION PROCESS
The City will choose a firm that will, in its judgement, provide the highest quality of services for a competitive
price. Proposals will be evaluated on the firm's qualifications, experience, and approach.
The selection process may include interviews where Proposers will be asked to make presentations of their
approach and services.

Proposals will be reviewed and evaluated by the City for responsiveness to this invitation to propose.
The City may select one or more firms to be interviewed, which will involve a presentation of the proposal and
introduction to the City Administration. Additional questions regarding specific proposals may be asked at that
time. Interviews will factor in the overall qualitative evaluation of proposals. While the City places priority on a
quality based selection, the proposed fee for services may also factor in evaluation and selection.
Based upon all of the evaluation criteria and interview, the City may select a preferred firm. The City reserves
the right to negotiate with selected Proposers to further refine the services.
8.RIGHTS AND OPTIONS OF THE CITY OF JOHNSON CITY
The City reserves the following rights and options:
Determine those Proposers who are most qualified.
Reject any or all proposals, for any reason, at its sole discretion.
Supplement, amend, or otherwise modify this solicitation.
Cancel this solicitation with or without submission of another
Reserve the right to request additional information as part of this selection process.
Issue additional solicitations for information and proposals, and conduct investigations with respect to the
qualifications of each respondent.
9. ADDENDA
Any change to this invitation herein will be brought forward in the form of a written Addendum from the
Purchasing Department that will be posted on our website. No oral interpretations or communication will affect or
change in any way the information contained herein.
REQUIREMENTS FOR BIDS, REQUEST FOR PROPOSALS AND CONTRACTS
This proposal, and any response to it, also includes the City's "Requirements for Bids, Requests for Proposals, and
Contracts, etc." and "Sealed Solicitation General Terms and Conditions: attached hereto and set forth herein as if
verbatim.
INSURANCE
The attached Insurance Checklist (which includes a section for the Insurance agent to complete) and General
Contract Form shall be completed and returned with the proposal package. Successful vendor shall provide an
approved Certificate of Insurance, as specified, prior to contract issue. All insurance requirements and coverages
shall be for the entire length of this contract.

INSURANCE CHECKLIST
(Administration - Customer Service Training)
REQUIRED COVERAGE (marked by "x") MINIMUM LIMITS
X 1. Worker's Compensation (proprietor/partners/executive officers exclusion not allowed) . . . . . . . . . . . . . . Statutory limits of Tennessee
and Employer's Liability . . . . . . . . . . . . . . . . . . . . . . $100,000/accident, $100,000/disease, $500,000/disease policy limit
X 2. Commercial General Liability (including Premises/Operations) . . . . . . . . . . . $1,000,000 CSL BI/PD each occurrence, $1 Million
annual aggregate
X 3. Automobile Liability & Owned/Hired/Non-Owned Vehicles . . . . . . . . . $500,000 BI/PD each accident, Uninsured Motorist
4. Independent Contractors . . . . . . . . . . . . . . . . . . . . $1,000,000 CSL BI/PD each occurrence, $1 Million annual aggregate
X 5. Products/Completed Operations . . . . . . . . . . . . . . $1,000,000 CSL BI/PD each occurrence, $1 Million annual aggregate
X 6. Contractual Liability . . . . . . . . . . . . . . . . . . . . . . . . $1,000,000 CSL BI/PD each occurrence, $1 Million annual aggregate
X 7. Personal and Advertising Injury Liability . . . . . . . . . . . . . . . . . . . . . $1,000,000 each offense, $1 Million annual aggregate
8. Umbrella Liability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $1 Million Bodily Injury, Property Damage and Personal Injury
9. Per Project Aggregate
10. Professional Liability
a. Architects and Engineers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $1 Million per occurrence/claim
b. Asbestos Removal Liability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $2 Million per occurrence/claim
c. Medical Malpractice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $1 Million per occurrence/claim
d. Medical Professional Liability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $1 Million per occurrence/claim
X 11. Miscellaneous E & O / Professional Liability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $1 Million per occurrence/claim
12. Motor Carrier Act End. (MCS-90) . . . . . . . . . . . . . . . . . . . . . . . . . . . . $1 Million BI/PD each accident, Uninsured Motorist
13. Motor Cargo Insurance
14. Garage Liability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $1 Million Bodily Injury, Property Damage per occurrence
15. Garagekeepers Liability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $500,000 Comprehensive, $500,000 Collision
16. Inland Marine-Bailee's Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $_______________
17. Moving and Rigging Floater . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Endorsement to CGL
18. Dishonesty Bond . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $_______________
19. Builder's Risk/Installation Floater . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Provide coverage in the full amount of contract
20. XCU Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Endorsement to CGL
X 21. Carrier Rating shall be Best's Rating of B++V or better or its equivalent
X 22. Notice of cancellation, non-renewal or material change in coverage shall be provided to City at least 30 days prior to
action. Worker's Compensation and/or non-payment of premium - notification may be 10 days prior to action.
X 23. The City of Johnson City shall be named as Additional Insured on all policies except Worker's Compensation and
Professional Liability. Policies must be endorsed to incl. on-going & completed operations;
must submit copy of endorsement(s). (Cert. Holder: City of Johnson City, Attn: Purchasing, P.O. Box 2150, Johnson
City, TN 37605. Email: purchasing@johnsoncitytn.org.)
X 24. Certificate of Insurance shall show project number or other contract identifier used by the City.
25. OTHER INSURANCE REQUIRED: __________________________________________________________________
INSURANCE AGENT'S STATEMENT:
I have reviewed the above requirements with the bidder named below. The bidder has coverage with this agency for all of the
areas marked with the exception of the following numbers:
_____ _____ _____ _____ _____ _____ Comments: _______________________________________________
Is Professional Liability excluded under General Liability? Yes_____ No_____
Is Contractual Liability excluded under Comm. General Liability? Yes_____ No_____
Is Independent Contractors excluded under Comm. General Liability? Yes_____ No_____
Carrier ratings: Insurer A________; Insurer B________; Insurer C________; Insurer D________
AGENCY NAME: ________________________________ AUTHORIZED SIGNATURE: ______________________________
Date: ______________________________
CONTRACTOR'S STATEMENT:
I have reviewed the above requirements with my insurance agent(s) and, if awarded a contract, will provide all coverage marked.
CONTRACTOR'S NAME: ______________________________ AUTHORIZED SIGNATURE: ___________________________
Date: _____________________________ AUTHORIZED (Printed):
Solicitation Number:
Solicitation or Project Name: Training/Facilitation Services
This form and the General Insurance Appendix shall be signed and returned with the proposal
package. The Certificate of Insurance must be provided to Purchasing prior to contract award.

GENERAL CONTRACT FORM
The General Insurance Appendix is included in every solicitation requiring insurance. The
general requirements of the contract form are supplemented by items checked on the
Insurance Checklist that identify specific requirements for the bid or project.
INSURANCE
Review this section carefully with your insurance agent or broker prior to submitting a bid or
proposal. See Insurance Checklist (part of the Bid Forms) for specific coverage applicable to
this contract. The term "Contract" as used in this section shall mean the Agreement covering
the work that is entered into between the City of Johnson City, Tennessee and the Vendor.
1. General Insurance Requirements:
1.1 The Vendor shall not start work under this contract until the Vendor has obtained at its
own expense all of the insurance called for hereunder and such insurance has been approved
by the City; nor shall the Vendor allow any subcontractor to start work on any subcontract
until all insurance required of the subcontractor has been so obtained and approved by the
Vendor. Approval of insurance required of the Vendor will be granted only after submission
to the Director of Purchasing of original, signed Certificate(s) of Insurance, General Insurance
Appendix, and Insurance Checklist or, alternately, at the City's request, certified copies of the
required insurance policies.
1.2 No acceptance and/or approval of any insurance by the City shall be construed as
relieving or excusing the Vendor, or the surety, or its bond, from any liability or obligation
imposed upon either or both of them by the provisions of the Contract Documents.
1.3 The City of Johnson City (including its elected and appointed officials, agents, and
employees) is to be named as an additional insured under all coverage except
Worker's Compensation and Professional Liability and the Certificate of Insurance or
the certified policy, if requested, must so state. Coverage afforded under this paragraph
shall be primary as respects the City, its elected and appointed officials, agents and
employees. The following definition of the term "City" applies to all policies issued under the
contract:
"The City of Johnson City, Tennessee together with all of its various
departments, bureaus, and agencies, as well as any affiliated or subsidiary
board, committee, or authority, including but not limited to the City of Johnson
City, Dept. of Education (A.K.A "Johnson City Schools")."
1.4 The Vendor shall provide insurance as specified in the Insurance Checklist contained in
this document. In the event that Vendor obtains insurance coverage that is broader than the
minimum required by this Agreement, this Agreement shall be deemed to require the broader
coverage, including but not limited to any greater limits and any excess or umbrella
coverages.
Insurance Guide - Prof. Lia.
Revised 3/17/2026

1.5 The Vendor covenants to save, defend, hold harmless and indemnify the City of Johnson
City, Tennessee together with its various departments, elected or appointed officials,
employees, officers, counsel, agents, and any and all other persons or entities acting on
behalf of the same (collectively the City) from and against any and all claims of any sort based
upon any theory of liability whatsoever, for any and all harm, loss, damage, injury, cost
(including court cost and attorney fees) charges, or other liability of any nature whatsoever,
however caused, resulting from or arising out of or in any way connected with the Vendors
performance or non-performance of the terms of the contract documents or its obligations
under the contract based upon any theory of liability whatsoever, including claims brought by
third persons, and further covenants to discharge all of the aforesaid persons and entities and
forever hold them harmless from the same. The foregoing obligation to indemnify and defend
shall continue in full force and effect after the aforesaid Vendor completes all of the work
required under the contract, until such time as the applicable statutes of limitation or repose
have expired.
1.6 The Vendor shall be responsible for the work performed under the Contract Documents
and every part thereof, and for all materials, tools, equipment, appliances, and property of
any description used in connection with the work. The Vendor assumes all risks for direct
and indirect damage or injury to the property or persons used or employed on or in connection
with the work contracted for, and of all damage or injury to any person or property wherever
located, resulting from any action, omission, commission or operation under the Contract, or
in connection in any way whatsoever with the contracted work, until final acceptance of the
work by the City.
1.7 Insurance coverage required in these specifications shall be in force throughout the
Contract Term. If the Vendor fails to provide acceptable evidence of current insurance
within ten days of written notice at any time during the Contract Term, the City shall have
absolute right to terminate the Contract without any further obligation to the Vendor and the
Vendor shall be liable to the City for the entire additional cost of procuring performance by
another vendor and the cost of performing the incomplete portion of the Contract at time of
termination. Vendor is required to provide the City with notice of cancellation, non-renewal,
or material change in coverage at least thirty (30) days prior to cancellation, non-renewal, or
material change in coverage."
1.8 Contractual and other liability insurance provided under this Contract shall not contain a
supervision, inspection or engineering services exclusion that would preclude the City from
supervising or inspecting the project as to the end result. The Vendor shall assume all on-
the-job responsibilities as to the control of persons directly employed by it and of the
subcontractors and any persons employed by the subcontractors.
1.9 Nothing contained in the specifications shall be construed as creating any contractual
relationship between any subcontractor and the City. The Vendor shall be as fully responsible
to the City for acts and omissions of the subcontractors and of persons employed by them as
it is for acts and omissions of persons directly employed by the Vendor.
1.10 Precaution shall be exercised by the Vendor at all times for the protection of persons
(including employees) and property. All existing structures, utilities, roads, services, trees
and shrubbery shall be protected against damage or interruption of service at all times by the
Vendor and its subcontractors during the term of the Contract, and the Vendor shall be held
responsible for any damage to property occurring by reason of its operation on the property.
Insurance Guide - Prof. Lia.
Revised 3/17/2026

1.11 If a Vendor cannot meet the insurance requirements contained in a bid, proposal, or
project description, alternate insurance coverage may be considered. Written requests for
consideration of alternate coverage must be received by the Director of Purchasing at least
ten working days prior to the date set for receipt of bids or proposals. If the City denies the
request for alternate coverage, the specified coverage will be required to be submitted. If the
City permits alternate coverage, an amendment to the Insurance Requirement will be
prepared and distributed prior to the time and date set for receipt of bids or proposals.
1.12 All required insurance coverage must be acquired from insurers authorized to do
business in the State of Tennessee, and acceptable to the City. The insurers must also have
policyholders' rating of "B++" or better, and a financial size of "Class V" or better in the latest
edition of Best's Insurance Reports, unless the City grants specific approval for an exception
in the same manner as described in 1.11 above.
1.13 The City may consider deductible amounts as part of its review of financial stability. The
Vendor shall assume all deductibles.
2. Vendor's Insurance - Occurrence Basis:
2.1 The Vendor shall purchase the following insurance coverage, including the terms,
provisions and limits shown in the Checklist:
Commercial General Liability - The Commercial General Liability policy shall include
any or all of the following as indicated on the Checklist:
i. General aggregate limit is to apply per project;
ii. Premises/Operations;
iii. Action of Independent Vendors;
iv. Contractual Liability including protection for the Vendor from
claims arising out of liability assumed under this contract;
v. Personal Injury Liability including coverage for offenses related
to employment;
vi. Explosion, Collapse, or Underground (XCU) hazards.
Professional Liability/Miscellaneous Errors and Omissions insurance which will
pay for injuries arising out of errors or omissions in the rendering, or failure to render,
professional services under the contract, in the amount shown in the Checklist.
Business Automobile Liability including coverage for any owned, hired, or non-owned
motor vehicles, Uninsured Motorists insurance, and Automobile Contractual Liability.
Worker's Compensation - statutory benefits as required by the State of Tennessee, or
other laws as required by labor union agreements, including standard Other States
coverage; Employers' Liability coverage.
Insurance Guide - Prof. Lia.
Revised 3/17/2026