Planning Communities, LLC 1/27/2023

A. Describe how your company project manager will keep City of Everett timely informed of any issues related to delivering the services described in this RFP. A primary mechanism for communication proposed on this project is frequent check-in calls or meetings with designated City staff to be held bi-weekly or even weekly early in the process based on the priority schedule and staff preferences and availability for these check-ins. Project and task status, informational needs, and any identified issues will be reviewed in these meetings. If there is time-critical information needed or an issue that arises, Teresa Townsend, our Project Manager will reach out via email or phone to follow up on the issue. Both the check-in frequency and mechanism for contacts between check-ins (email v. phone), esp. for any time-critical items, will be determined initially in the kickoff meeting and adjusted if needed during the project. B. Describe your company’s customer service. What is your company’s policy for returning calls and e-mails? As small business consultants serving public agencies, non-profit, and other organizations, Planning Communities and MGL prioritize client-driven, responsive customer service. Defined roles and points of contact including an assigned Project Manager or Client Principal for on-call services serve as a primary contact point for customer relations. Technical and/or quality assurance advisors are typically assigned to ensure the technical depth and quality of service provided to the customer. These individuals work with members of the entire project team and company as needed to ensure project and service delivery. Administrative and accounting staff provide customer support for operational aspects such as contracting and invoicing. Firm policy for returning non-urgent phone calls or emails is to respond within one (1) business day barring unforeseen circumstances. Responses may be more immediate depending upon the nature and subject matter of the call. C. Describe your approach to achieving Customer Satisfaction. As small businesses, Customer Satisfaction is essential to the business models and operations of Planning Communities and MGL our key fleet electrification modeling partner. As a non-profit, providing support and Customer Service to transit agencies is ingrained in the purpose and work of ITLC and ITLC service and products help assure the Customer Service of others operating within the industry. As noted in the previous question response, project points of contact and assigned advisors serve in lead roles in customer service and in assuring customer satisfaction. As described in our Approach and other question responses, we use an array of internal project management and tracking tools to ensure project delivery and customer satisfaction. We also employ quality control and quality assurance measures from the level of self-reviews and peer reviews to senior technical and advisory reviews. 33 3. Communication, Customer Services, and Training 33