Item 9A
M E M O R A N D U M
February 14, 2012
TO: Shana Yelverton, City Manager
FROM: Chris Tribble, Director of Community Services
Authorize the City Manager to negotiate a management agreement
SUBJECT:
for the Southlake Tennis Center
________________________________________________________________
Action
Requested:
City Council authorization for the City Manager to enter into
negotiations for management of the Southlake Tennis Center.
Background
Information:
On December 7, 2010, the City approved renewal of the Tennis
Center Management Agreement with Stephen and Mia Poorman,
dba Roxy Tennis LLC, for one year to expire April 5, 2012.
A Request for Qualifications (RFQ) was prepared to seek
qualifications from potential contractors for the management of the
Southlake Tennis Center (STC). The RFQ was developed to be
consistent with other operational RFQs offered by the City and was
advertised in accordance with state law through the City
Secretary’s Office on September 23 and 30, 2011. Thirteen (13)
submittals were received; two were disqualified as “non-responsive”
for not following the RFQ submittal process.
Rating criteria was developed and a scoring mechanism put into
place that matched the requirements of the RFQ. A staff team
consisting of Jim Blagg, Assistant City Manager; Chris Tribble,
Director of Community Services; Sharen Jackson, Director of
Finance; Alison Ortowski, Assistant to the City Manager; Kari
Happold, Deputy Director of Community Services; and Candice
Edmondson, Assistant to the Director of Community Services
reviewed and rated the qualifications of each submission
individually. Once completed, the individual ratings were compiled
to obtain a group average, and the top four qualified candidates
were selected for interviews.
The top four were interviewed using standard interview questions
as well as specific questions related to each specific submittal, and
natural follow-up questions. A forced-paired ranking method was
City of Southlake Values:
Integrity ♦ Innovation ♦ Accountability ♦ Commitment to Excellence ♦ Teamwork
Shana Yelverton, City Manager
City Council Meeting Date – February 21, 2012
Page 2 of 5
used following the interviews, whereby each staff team member
was forced to choose their #1 and #2 candidates. The staff team
then compared the individual rankings. The results were a
unanimous selection of the top two candidates, Stephen & Mia
Poorman (DBA Roxy Tennis), and Tommy English & Kevin Milton.
Jim Blagg, Chris Tribble and Sharen Jackson conducted second
interviews with the top two candidates to go over any needed
clarification, to discuss potential contract provisions of the
candidates, and to discuss candidate/city contract expectations.
Follow-up questions have been handled by phone as staff
continued its analysis of the submittal information and qualifications
of each candidate.
Using a survey that included questions evaluated by Decision
Analyst (the market research firm that manages the City’s biannual
citizen survey), staff conducted a Tennis Center User Satisfaction
Survey. A link to the survey was set up on the City’s website, and
the link was emailed to 5,474 email addresses available through
the City’s recreation participant database, as well as to each and
every person that had contacted the City about the STC and/or
completed an online survey or hard copy survey of the STC during
the last sixteen months.
The purpose of the survey was to assess the customer satisfaction
of current and/or former STC users. The survey was not limited to
Southlake residents; however Southlake addresses were validated
for the purpose of providing Southlake only feedback, in addition to
the aggregate data collected from users in Southlake and the
surrounding community. Only one IP address was accepted;
however we did not limit the number of surveys per household. A
total of 476 people responded to the survey. Of this number, 60%
were Southlake residents.
The survey consisted of both specific questions and space for
respondents to record their thoughts as verbatim comments. The
responses received will assist staff in determining decisions about
the operator of the facility, necessary capital improvements, service
offerings, and performance criteria for a new management contract.
On February 13, 2012 the City Council received a summary of the
survey results via an audio presentation, and a link to the verbatim
comments provided by the survey participants. The survey results
have been reviewed by Decision Analyst and they identified no
City of Southlake Values:
Integrity ♦ Innovation ♦ Accountability ♦ Commitment to Excellence ♦ Teamwork
Shana Yelverton, City Manager
City Council Meeting Date – February 21, 2012
Page 3 of 5
major concerns. They also reported that there was no indication
that the wording of the questions was prompting respondents to
answer in a particular way.
After a thorough analysis of the top two candidates, the staff team
unanimously recommends Roxy Tennis, LLC to manage the
Southlake Tennis Center and provide tennis services to the
community, subject to a contract addressing service, facility and
management performance requirements developed to ensure
quality performance.
Staff’s recommendation is based on several key factors including
each candidate’s:
experience in managing municipal tennis centers
current financials
proposed organizational and staffing plan
references
The new contract will include several new performance
requirements that Roxy Tennis LLC must continually meet
including, but not limited to:
Contractor shall maintain an overall customer satisfaction
rating in the Citizen Survey of 85% responding Excellent,
Very Good or Good. This will be assessed through the use
of the following question: “How would you rate the
services provided by the City’s tennis center contractor in
the past 12 months?” Those who do not use the center will
be provided the option of responding “do not use.” (This is
consistent with language contained in the agreement for
garbage and recycling service.)
Contractor shall display the customer satisfaction card
prominently onsite. Staff will review cards on a monthly
basis and prepare quarterly reports that will be provided to
and reviewed with the contractor.
Contractor will meet monthly with the Community Services
Director or his/her designee to review management,
operations and programming of the tennis center.
City of Southlake Values:
Integrity ♦ Innovation ♦ Accountability ♦ Commitment to Excellence ♦ Teamwork
Shana Yelverton, City Manager
City Council Meeting Date – February 21, 2012
Page 4 of 5
Contractor shall use a court scheduling/registration
software approved by the City to manage and track day to
day court reservations and programs.
Contractor shall provide monthly financial statements in a
form defined by the City’s Finance Director.
Contractor and all employees shall participate in annual
customer service training.
Contractor will work with the City to improve the flow and
aesthetic appearance of the pro shop.
Contractor shall maintain the highest level of cleanliness in
the facility and be subject to unannounced inspections by
the City.
Contractor shall maintain all equipment to industry
standards and in good working condition at all times
Approval of this agenda item will allow for negotiations to progress
with the selected candidate, resulting in a Southlake Tennis Center
Management Agreement being submitted to the City Council for
formal approval at the March 20, 2012 City Council meeting.
Financial
Considerations:
The City currently receives approximately $11,000 annually in
revenue from court fees. The City’s current annual expenditures
total $121,000 for facility maintenance, grounds maintenance, court
resurfacing, windscreen replacement and utilities. The Contractor
is responsible for all staffing, furnishings, equipment, supplies,
telephone, food & beverage, and retail inventory costs.
No additional operating costs beyond those listed above are
anticipated with the new contract, however, staff does anticipate an
increase in revenue to the City due to a restructuring of contract
terms.
Strategic Link:
This item is linked to the City’s Strategy Map related to the focus
area of Performance Management and Service Delivery and meets
the Corporate Objectives to Provide Attractive and Unique Spaces
for Enjoyment of Personal Interests, Achieve the Highest Standards
of Safety and Security, Improve Performance of Delivery and
Operational Processes, Provide High Quality Customer Service,
City of Southlake Values:
Integrity ♦ Innovation ♦ Accountability ♦ Commitment to Excellence ♦ Teamwork
Shana Yelverton, City Manager
City Council Meeting Date – February 21, 2012
Page 5 of 5
Enhance Resident Quality of Life and Business Sustainability
Through Tourism, and Invest to Provide and Maintain High Quality
Public Assets.
Citizen Input/
Board Review:
February 21, 2012 -- City Council authorization for City Manager to
enter into negotiations with selected candidate
Legal Review:
City Attorney will review and recommend the new agreement.
Alternatives:
City Council action to authorize City Manager to negotiate the
Southlake Tennis Center Management Contract with Roxy Tennis,
LLC as per staff recommendation
City Council decision not to authorize City Manager to negotiate the
Southlake Tennis Center Management Contract with Roxy Tennis,
LLC as per staff recommendation and provides “next step”
direction.
Supporting
Documents:
None at this time.
Staff
Recommendation:
Staff recommends the City Council authorize the City Manager to
negotiate the Southlake Tennis Center Management Agreement
with Roxy Tennis, LLC.
City of Southlake Values:
Integrity ♦ Innovation ♦ Accountability ♦ Commitment to Excellence ♦ Teamwork