GLADWELL GOVERNMENTAL SERVICES, INC.

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METHODOLOGY All work is performed by the President of Gladwell Governmental Services, Inc. Assignments are not delegated to less skilled personnel or subcontractors, assuring the project is well - coordinated without communication problems or scheduling conflicts among various consultants and their other projects. In addition, this also assures the highest quality work. The consultant proposes to build on the progress already made in the organization and the pre- existing intellectual property of GGS, ensuring consistency and high levels of quality for the project. The project will be structured to increase participation, expedite results, minimize costs and ensure the successful implementation of an excellent program by temporarily employing the skills and knowledge of the contractor as needed. This approach is customized for Santa Ana to ensure the program: • Is interactive, producing a high level of participation and ownership; • Matches the organization's values and structure; • Provides appropriate solutions; • Can be implemented quickly; • Will achieve long-term viability; and • Has the highest cost/benefit ratio and return on investment. Drafts of all work will be released to Santa Ana during the course of the project. Santa Ana will have an opportunity to edit and comment on these drafts, assuring that (1) the City will maintain control of the project, and (2) the current work of the organization supports the final program. In addition, virtual visits, e-mail, and telephone communications will keep Santa Ana apprised of the work progress. The consultant will provide the computer facilities, forms and equipment necessary to complete the work in this proposal. "...a records management program is actually a money saver - a protection against ineffective operations. It is even more significant as a safeguard against disaster and lawsuits" -ICMA (International City/County Management Association)