Title
Service Delivery Review Request For Proposals
History
The Village offers a wide range of essential public services including emergency services, utilities, public works, and more, all aimed at fulfilling the Village’s mission which is to enhance the quality of life for those that live, work and visit Orland Park. Those that rely on the Village want responsive, high-performing public services, without substantial increases to costs.
As a service provider, it is critical to have knowledgeable, dedicated, engaged professionals in every facet of the organization to not only achieve this mission but exceed it. As part of leadership development and training in 2023, the Village took part in a Q12 Gallup Employee Engagement Survey. Gallup has measured employee engagement across thousands of organizations using their 12-item engagement survey. The survey measures employees' perspectives on the most crucial elements of workplace culture. Measuring and managing engagement is critical to all leaders and teams. Engaged employees have higher wellbeing, better retention, lower absenteeism and higher satisfaction.
Based on the attached results of the 2023 Gallup Q12 results, a RFP was issued in 2023 seeking proposals for a Police Department Organizational assessment. In total, (8) proposals were received at the time. This Assessment was to be completed with the cooperation of the rank and file and was to be the vehicle for implementing any potential alternate schedules and other potential changes to enhance public safety and increase engagement. The then-Village Board opted not to proceed with the assessment.
A renewed emphasis is now being placed on making the Village a greater provider of services. All great organizations share one thing in common: a constant drive to be the best. Making steady, consistent progress toward its mission can only come from a culture of discipline, diligence in continuous improvement, and adapting as needs arise.
At the July 21, 2025 Committee of the Whole meeting, staff was directed to proceed with the RFP. The proposed scope of work calls for the following:
Ø Police Department Service Delivery Review
The review will help the department prepare for the future, maximize existing resources, and develop a staffing plan for both sworn and civilian positions. Areas to be reviewed will include Technology Evaluation, Environment, Organizational Leadership & Culture, Operations & Staffing, Patrol, Community Engagement, Investigations, Operational Policies, Data & Technical Equipment, Fleet, Training, Recruitment & Retention, Professional Standards, Dispatch, and Schedule & District Redesign.
Ø Village-wide Assessment
The review will help plan and identify the knowledge, skills, and abilities needed for effective service delivery across all departments. Areas to be reviewed will include organizational structure and functions, staffing levels, department goals/objectives, compensation, overtime, succession planning, performance measures, and user fees.
Six firms submitted proposals (see attached RFP Compliance Summary). Interviews were conducted with three of the six firms. Staff recommends the selection of Raftelis for the Police Department and Village-wide Assessment, with the exception of the compensation and user fees studies, which would be performed by Baker Tilly. Both firms have extensive experience and expertise in these areas.
The user fee study is designed to allow the Village to determine the extent to which service expenses could be recouped. Data will be collected to generate a fully burdened hourly cost for employees involved in each process. Village costs will be compared with peer communities, and a recommended fee schedule will be developed.
The compensation study will include 1-on-1s with department heads, review job descriptions, evaluate compensable factors for each position, assess the Fair Labor Standards Act designations, analyze benefits, and perform a market assessment of peer communities. Deliverables will include a compensation philosophy and a recommended pay plan.
Financial Impact
The total cost to perform all elements of the scope of work will be $634,875. Raftelis compensation will be $418,175 and Baker Tilly will be $216,700. Fee details by scope are as follows:
Raftelis Scope & Fee
Begin Engagement $ 19,025
OPPD Service Delivery Assessment $ 98,800
Village-wide Org & Op Assessment $275,000
Change Management & Implantation $ 25,350
TOTAL $418,175
Baker Tilly Scope & Fee
Compensation Study $162,800
User Fee Study $ 53,900
TOTAL $216,700
Recommended Action/Motion
I move to recommend to the Village Board to approve the selection of Raftelis for $418,175 and Baker Tilly for a cost of $216,700;
AND
Recommend authorizing the Village Manager to sign each agreement subject to Village Attorney review.