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switched from box trucks to sprinter vans. We donate most freshly expired <br />snacks and beverages to non profit. Expired fresh food is not donated. All of our <br />OCS product line is compostable. <br />L.Provide any approaches or ideas that your company feels would enhance the <br />quality of services. PICO – we recently started using the PICO as an upgrade to <br />vending. This allows us to not only provide snacks and beverages…… It also <br />allows us to bring in fresh food. <br />M.Describe your process to ensure compliance with laws and regulations. We are <br />registered with the DOH. All markets have certification for fresh food coolers. <br />These coolers are lockable if temperatures rise above a certain degree. This <br />allows the refrigerated product to be maintained under proper temperatures. <br />N.Does your firm intend to subcontract any portion of this contract? If so, please <br />provide the following: name of the firm(s), the percentage of work to be <br />performed by each subcontractor, and a description of the nature of work <br />performed by each. If not applicable, list the question and respond with N/A. <br />N/A <br />3.Communication and Customer Service <br />A.Describe how your company project or account manager will promptly inform <br />the City of Everett Procurement Manager of any issues related to delivering the <br />services described in this RFP. Address how your company will notify the City of <br />new industry security measures and initiatives for machines and equipment. <br />We have a client success specialist that would notify by email and OR phone. <br />B.Describe your company’s customer service. Specifically, describe the <br />resolution process for refunds. Include any requirements to receive <br />refunds. Address how your company will minimize impacts on City of Everett <br />staff, including the Procurement Manager. Every machine and or kiosk has a <br />visible contact card. Issues and or refunds can be text OR phoned into our <br />reception desk. Refunds are issued immediately onto a market card balance OR <br />check mailed to customer. <br />C.Describe your approach to achieving Customer Satisfaction. Include any <br />mechanisms for city staff to provide product and service feedback. We cater to <br />all customers in a prompt and efficient manner. <br />D.Where is your office and distribution center located, and what are your <br />customer service hours, Pacific Time? We are located at 13800 Tukwila <br />International BLVD Tukwila, WA 98168. Reception is open and available Mon-Fri <br />8:00am – 4:30pm PST <br />4.Risk, Performance, and Quality Assurance <br />A.Submit no more than three (3) completed relevant project experiences within <br />the past seven years that demonstrate successful contract performance similar <br />in size and scope as described in this RFP, including any government <br />experience. 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. REFERENCE SHEET <br />ENCLOSED.