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Page 18 of 21 <br />3. Communication and Customer Service <br />A.How do you ensure that all stakeholders are kept informed, and what channels will be used <br />for communication? <br />B.How do you handle changes or adjustments to the project, and what communication <br />protocols will be in place for such changes? <br />C.Provide examples that demonstrate your ability to provide effective communication and <br />customer service. <br />4. Risk, Performance, and Quality Assurance <br />A. Submit no more than five (5) 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, including any municipal public library experience. Include the following <br />for each 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 and service details <br />B.Provide feedback collected from previous customers regarding your performance. <br />C.Have you defaulted on any contracts within the past three years or failed to meet contract <br />terms? If so, describe. <br /> <br /> <br />Exhibit C to Professional Services Agreement