Hillsborough County Fleet Management Fire Rescue

SERVICE LEVEL AGREEMENT

BETWEEN

HILLSBOROUGH COUNTY FLEET MANAGEMENT

HILLSBOROUGH COUNTY FIRE RESCUE I. GENERAL:

A. This agreement is being entered into by and between Hillsborough County Fire Rescue (HCFR) hereinafter called the “Customer” and Hillsborough County Fleet Management, hereinafter called the “Service Provider” and shall remain in effect unless modified or terminated by expressed written consent of both parties as outlined in this document.

II. PURPOSE OF SERVICE AGREEMENT:

A. To create a formal partnership to professionally manage and maintain the County fire apparatus and rescue fleet.

B. To provide a fire rescue fleet matched to the Customer’s approved service levels and requirements.

C. To maintain the fleet in the most efficient and cost effective manner possible.

D. To maintain the fleet in the highest state of readiness possible, taking into consideration service priorities.

E. To achieve optimal levels of customer satisfaction.

F. To identify and perform fleet management and maintenance services within set standards, schedules, and deadlines – see Appendix A.

G. To define the roles and responsibilities of both the Customer and the Service Provider.

H. To establish and report measurable performance standards and goals.

I. To continuously improve fleet services and processes.

III. STATEMENT OF AGREEMENT:

A. The Customer and the Service Provider agree to fulfill the roles and responsibilities outlined in this Service Agreement, to abide by applicable County policies and to adhere to all other referenced and relevant documents.

Hillsborough County Fleet Management – Fire Rescue Service Level Agreement Page 2 of 6 B. The Customer and the Service Provider agree to hold their respective staffs and each other accountable for the performance of their duties, while being flexible and realistic. Partners agree to thoroughly understand and enforce this document, review as needed, and discuss and agree to make changes only by consent of both parties.

C. Agencies: 1. Customer: Hillsborough County Fire Rescue 2. Service Provider: Hillsborough County Fleet Management

D. Agreement Executors: 1. Customer: Fire Chief 2. Service Provider: Fleet Management Director

E. Program Administrators: 1. Customer: Assistant Chief - Administration (or designee) 2. Service Provider: Fleet Management Director (or designee)

F. Termination Clause: This agreement may be terminated by either or both parties with a 12-month written notice before the affected fiscal year begins. The notification shall include the reasons and benefits and shall be submitted to the County Administrator for final approval.

G. Modifications: This agreement may be modified by mutual consent of the program administrators.

IV. AREAS OF RESPONSIBILITY:

A. Service Provider: Fleet Management Department 1. Provides the following operational services: a. Designated service areas for the fleet maintenance and repair b. Appropriately trained and certified technicians c. Specialty tools and equipment d. Fully equipped field service trucks e. 24 hour on-call emergency service 2. Provides the following Management Services: a. “Cradle to grave” fleet management service b. Fleet management policy and procedures c. Replacement schedules for the budget process d. Effective contractual mechanism to purchase vehicles and equipment e. Specification development and acquisition in partnership with the Customer f. Disposal of surplus units in a timely and effective manner g. Consultation services upon request and as needed h. Reports as needed, or upon request

Hillsborough County Fleet Management – Fire Rescue Service Level Agreement Page 3 of 6 i. Coordination for obtaining vehicle registrations; license plates and titles; orders duplicate documents as needed j. Placement of insurance cards and license plates on each unit k. Establishing preventive maintenance service levels and guidelines l. Establishing custom service levels for specific fire apparatus – see Appendix B m. Ensures that any vehicle and/or equipment modifications and/or changes are expressly approved by the Administrators prior to execution n. Conducts customer service satisfaction surveys and reviews the survey results and performance goals with the customer and management 3. Provides the following Fleet Maintenance Tasks: a. Wherever practicable, performs all maintenance and repairs in accordance with National Fire Protection Association (NFPA) 1911 standards and equipment manufacturer recommendations b. Ensures that NFPA required certifications are completed on schedule c. Sets all PM programs and completes them on schedule d. Immediately responds to all maintenance and repair needs and completes tasks within set guidelines e. Administers all service contracts to ensure that vendors are performing at the set service levels f. Immediately responds to service calls with staff or towing service or the appropriate method g. Arranges for damage repair as soon as authorized by Risk Management. h. Maintains a substantial inventory of parts and supplies that allows for the efficient turnaround and minimal downtime of equipment i. Schedules and completes warranty and recall tasks upon notification and need j. Ensures open work orders are updated or completed daily k. Arranges for authorized equipment mounting activities to meet set schedules l. Arranges for authorized fabrications and modifications to meet set schedules m. Completes all “get-ready” prep to set standards and schedules n. Completes all disposal prep and delivery to disposal site to set standards and schedules o. Performs other activities in accordance with NFPA standards as agreed upon

B. Customer: Hillsborough County Fire Rescue 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. Protects and respects the fleet and does not misuse or abuse vehicles and equipment 4. Reports utilization as required

Hillsborough County Fleet Management – Fire Rescue Service Level Agreement Page 4 of 6 5. Refuels each unit according to procedure 6. Immediately reports breakdowns or maintenance requirements according to established procedures; i.e., through the use of an F-118 form and informs Service Provider of expectations or priorities and the need to return to service 7. Completes inspections in accordance with National Fire Protection Association (NFPA) 1911 standards 8. Provides input to Service Provider on management and maintenance issues and tasks 9. Transports vehicles and/or equipment to assigned service/repair center 10.Maintains the cleanliness of each unit inside and out – removes biohazard materials before bringing vehicles for repair or maintenance 11.Checks and maintains the safety equipment installed or provided in each unit 12.Reports collisions and damage immediately to Risk Management and Service Provider; completes required reports accurately and turn in within 24 hours of occurrences 13.Completes written requests for all proposed modifications or improvements and obtain Administrator’s approval before any proposed work is done 14.Determines fleet composition and needs and request changes to type, size, and quantity for acquisition and replacement scheduling 15.Takes the lead role in providing specification changes (approved by Customer’s Administrator) to Service Provider on any unit scheduled for replacement prior to the acquisition process 16.Customer will not request major changes and deviations during the bidding process, especially those that will delay the acquisition schedules 17.Completes and returns customer survey forms accurately

C. Safety: Members of both parties 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.

V. HOURS OF SERVICE:

A. Regular Service Hours: Normal service hours are 7:00 AM to 4:00 PM Monday through Friday, except holidays.

B. After Hours and Emergencies: Service Provider will make available appropriate emergency service 24/7 after normal work hours and on holidays and weekends.

This agreement is effective on

______Sharon D. Subadan William L. Nesmith

Hillsborough County Fleet Management – Fire Rescue Service Level Agreement Page 5 of 6 Fleet Management Director Fire Chief

APPENDIX A

The Service Provider agrees to provide the services listed below. It is understood that this is not an all inclusive list but is intended to display intent and to meet the expectations of the Customer.

I. Provide a monthly preventive maintenance schedule on COIN. Checklists will be utilized.

II. Provide weekly fleet status reports.

III. Provide monthly billing reports.

IV. Provide inspections of volunteer association owned vehicles in accordance with County Volunteer Association Agreement.

APPENDIX B

Vehicle and apparatus service priority:

I. Aerials

II. Air Trucks

III. HazMat/Heavy Rescue

IV. Other Specialty Apparatus

V. Tankers

VI. Brush Trucks

VII. Rescues/Engines

VIII. Other Miscellaneous

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