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Page 15 of 54 <br />3. Communication, Customer Services, and Training <br />A. Provide where your office is located and the service hours in Pacific Time. <br />B. Describe how your project manager will keep the City of Everett timely informed of any issues <br />related to delivering the services described in this RFP. <br />C. -mails? <br />D. What technological applications do you use for virtual appointment scheduling and records <br />management? <br />E. Describe your approach to achieving customer satisfaction. <br />F. Describe the ongoing training of your staff to ensure daily working knowledge applicable to this <br />contract. <br />4. Risk, Performance, and Quality Assurance <br />A. Submit no more than five (5) relevant references within the past five years that demonstrate <br />successful performance similar in size and scope as possible as described in this RFP. Include the <br />following for each reference: <br />a. Company or individual name and full address. <br />b. Point of contact name, title, e-mail address, and phone number. <br />c. Contract or Service title, number, start, and completion dates. <br />d. Service description and service details. <br />B. Do you perform customer satisfaction assessments/surveys? If so, how are you rated and or what <br />feedback have you collected from previous customers? <br />C. What is the average length of your patient engagements? <br />D. Have you defaulted on any contracts within the past three years or failed to meet contract terms? <br />If so, describe. <br /> <br /> <br />