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<br />Page 18 of 23 <br />3. Communication, Customer Services, and Training <br />A. Describe how your company project manager will keep the Everett Fire Department timely <br />informed of any issues related to delivering the services described in this RFP. <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. How will your project manager communicate with the City of Everett’s project manager in all <br />phases of the contract? Include how often status reports are provided. <br />4. Risk, Performance, and Quality Assurance <br />A. Submit no more than five (5) completed relevant project experiences within the past five years <br />that demonstrate successful contract performance for Fire agencies similar in size and scope as <br />described in this RFP. Include the following for each reference: <br />1. Company name and full address <br />2. Point of contact name, title, e-mail address, and phone number <br />3. Contract title, number, start and completion dates <br />4. Contract description & order/service details <br />B. Describe any challenges or risks you anticipate in completing this analysis. <br />