IMS Infrastructure Management Services 12/27/2023

City of Everett | RFP No. 2023-057 November 2, 2023 IMS Infrastructure Management Services, LP 30 needed. Our key personnel typically average 80 to 90% billable hours each week. While they are accustomed to providing high quality service to multiple concurrent projects, we load balance project phases so that no team member’s assigned projects are in the same critical startup, data collection, or closeout phases at the same time. We ask that our key personnel or return client calls and emails the same day. When that is not possible, next business day response is our standard. If the question or subject of the call or email cannot be resolved quickly, we expect our team members to provide clear communication around actionable next steps to assist. C. Describe your approach to achieving Customer Satisfaction. The importance we place on client satisfaction stems from our understanding of the challenges faced by municipal agencies in managing pavements and assets. We recognize that high-quality condition data is not just a tool but a vital asset that justifies and defends various initiatives undertaken by our clients. Our team at IMS is not just familiar with these challenges; we actively work towards finding practical solutions that lead to positive impacts. We have witnessed the transformative power of accurate data, leading to decades of continuity in data, advancements in pavement management programs, and millions of dollars in increased infrastructure funding. D. How will your project manager communicate with City of Everett’s project manager in all phases of the contract? (How often are status reports provided)? At a minimum, we will schedule monthly routine check-in meetings to communicate the current project schedule, upcoming tasks, risks, and challenges. IMS will develop the meeting agenda and prepare succinct meeting minutes that catalog the items discussed, decisions made, and action items with a list of who will be responsible for completing each activity. Our communication approach facilitates team building and allows for resolution of differences at the appropriate level with an escalation to others should discussions break down at the project level. We will establish an issues tracking and dispute resolution process in collaboration with the City during the kickoff meeting. The process will include a dispute resolution ladder for use resolving issues first at the project level before escalating.