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<br />Page 17 of 24 <br />B. Describe your company’s customer service. What is your company’s policy for returning calls <br />and e-mails? <br />C. Describe your approach to achieving Customer Satisfaction. <br />D. Describe your on-going training of your staff to assure daily working knowledge as applicable to <br />this contract. <br />E. Where is your office located, and what are your customer service hours (Pacific Time)? <br />F. How will your project manager communicate with City of Everett’s project manager in all <br />phases of the contract? Include how often are status reports provided. <br />4. Risk, Performance, and Quality Assurance <br />A. Submit no more than three (3) completed relevant project experiences, within the past five <br />years that demonstrate successful contract performance similar in size and scope as <br />described in this RFP, include any government experience. Include the following for each <br />reference: <br />a. Company name and full address <br />b. Point of contact name, title, e-mail address, and phone number <br />c. Contract title, number, start and completion dates <br />d. Contract description & order / service details <br />B. Have you defaulted on any contracts within the past three years or failed to meet contract <br />terms? If so, describe. <br /> <br /> <br /> <br />