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PROPOSAL TO THE CITY OF EVERETT <br /> CLIMATE ACTION PLAN CONSULTANT <br /> believe strongly in addressing potential issues early, before they become serious problems that could threaten the <br /> success of the project. <br /> B. Describe your company's customer service. What is your company's policy for <br /> returning calls and e-mails? <br /> P.J.Tillmann, our proposed project manager,will work closely with the client team at project initiation to develop a <br /> comprehensive work plan that clearly lays out the project goals and schedule; in our experience, clearly defining <br /> expectations is the key to providing exceptional customer service.The work plan will also include a schedule for <br /> regular client check-ins with both the client team and consultant team to make sure that everyone is working <br /> together seamlessly,and that work is meeting the City's quality,schedule, and budget needs. <br /> C Describe your approach to achieving Customer Satisfaction. <br /> Our team is committed to providing high-quality consulting services that consistently meet deadlines, even on short <br /> timeframes. Cascadia has prided itself on delivering projects on time and within budget for over 25 years, and our <br /> success at doing so is evident in our long history of repeat clients. Our approach to client satisfaction is simple:start <br /> by developing a trusted relationship with the client team, create a clear and shared understanding of project goals <br /> and constraints, and deliver high-quality, objective, and innovative work products that excite and engage our clients <br /> and the constituents they serve. <br /> Project management is also a key driver of customer satisfaction. Even with thoughtful and intentional project <br /> planning and forecasting, many projects have unexpected twists and turns along the way and need to be adaptively <br /> managed.As noted in the sections above, our philosophy is to manage projects proactively and stay in frequent <br /> contact with the client team, allowing us to monitor the client's satisfaction along the way and make course <br /> corrections to prevent minor inconveniences from becoming major issues. <br /> D. Describe your on-going training of your staff to assure daily working knowledge <br /> as applicable to this contract. <br /> Cascadia's climate team meets on a biweekly basis to discuss emerging studies, best practices, and technologies <br /> related to climate mitigation and adaptation.Additionally,Cascadia hosts a quarterly"Climate Conversation Brown <br /> Bag"speaker series that invites climate professionals and the public to engage in discussion around timely climate- <br /> related topics,such as climate equity and justice, climate resilience-building tools,and monitoring and evaluation. <br /> Members of the Cascadia's climate team attends and presents at regional and national conferences on climate and <br /> sustainability topics, including the National Adaptation Forum, Northwest Climate Conference, and Renewable <br /> Energy Markets. Finally, our team's work with other municipal clients provides them with near-constant exposure to <br /> the latest climate science and mitigation and adaptation best practices. <br /> E. Where is your office located, and what are your customer service hours (Pacific <br /> Time)? <br /> Our project team will be working out of Cascadia's headquarters in Seattle. Our standard service hours are 9 a.m.to <br /> 5 p.m., Monday through Friday, but we will work outside of these hours as necessary to meet client schedules and <br /> needs. <br /> r ASCADIA 12 <br />