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3. Communication, Customer Services, and Training <br /> A. Describe how you will keep your primary contact and other key staff at the City of Everett <br /> adequately informed on an ongoing basis. <br /> As a matter of practice,Holland&Knight schedules weekly calls with our clients to provide regular <br /> updates.In many cases,though,we communicate more frequently as activity on a client's federal <br /> priority progresses. <br /> This allows Holland&Knight to understand your evolving needs and priorities,making us more <br /> effective in representing you.This way,even if you are 2,770 miles from our Washington,D.C., <br /> office,you are a part of our day-to-day advocacy efforts and always up to speed on our activities <br /> and progress. As needed,we can also convene additional topic-specific(e.g.transportation,public <br /> safety) calls with key departmental staff. We also encourage you to reach out to us beyond <br /> scheduled calls or visits because we know that important issues arise beyond the normal workday. <br /> Other client communications Holland&Knight provides includes: <br /> » Weekly Grant Notifications: Each week,we provide our clients with information regarding <br /> recently announced federal grant opportunities. We comb through the Federal Register, <br /> Grants.gov,and other resources to identify specific funding that may be of interest. We provide <br /> this service to our clients as part of our regular legislative efforts. <br /> » Monthly legislative/activity reports so that ongoing communication,information flow,and <br /> accountability are maintained. <br /> » Regular in-person meetings in Everett to ensure that we have frequent contact with mayoral <br /> and City departmental staff,as well as other key elected officials. <br /> If selected,we can tailor these updates to meet your schedule and needs. We offer this because,as <br /> stated before,close communications among our team members and our clients is a hallmark of <br /> Holland&Knight's work. <br /> B. What are your preferred methods of communication? <br /> Holland&Knight's preferred method of communication is whatever Everett's preferred method is. <br /> We will gladly use emails,phone calls,video conferences,texts-or combinations of these media- <br /> to help you advance you advocacy agenda and address your concerns. <br /> We are also value face-to-face meetings either in your offices or ours in Washington,D.C. <br /> C. Describe your approach to achieving client satisfaction. <br /> Holland&Knight has created several ways to ensure that our federal advocacy is to your <br /> satisfaction. They are: <br /> Management: Senior Policy Advisor Leslie Pollner will be responsible for ensuring the City of <br /> Everett's priorities are addressed in a thorough and responsive manner. This will be accomplished <br /> in weekly internal team meetings. At these meetings,members of your Holland&Knight team will <br /> review congressional and agency contacts and feedback;next steps for each priority project/issue; <br /> challenges and opportunities;adjustments in strategy in real time; and needed supplemental staff <br /> and technical resources. <br /> Holland 8c Knight Confidential Presentation for the City of Everett I 33 <br />