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RFP NO. 20-124 41 <br />(7N'F JI"NI <br />Information Technology As -Needed Professional Services <br />,r In µarnamm Ietdhach + <br />iP N SmM&HO suffVWyw <br />Em✓plraraT'rrI1IDryr�!c { 93arhla7d s, <br />k �m1 <br />I'll, <br />gala, <br />an11 dldd 1 1 11 V 0"bam <br />4Anlhaarxmamgi <br />1 inmmn 9lar GMV <br />a 'JNFUJINI no n ilNauw a <br />�oa�rµMFN �marNwNp°�r j <br />'Awdircmlari � ....�� <br />v Mlk�rwY�ma � �`"w <br />Gontmact <br />A„ an na ItaarfHxd "','. cam pllamce <br />.do'Ji rnk,�44 rawwX>r arum#Itrem Ri <br />caaam pliarmnr <br />Ms. Savneet Kaur will serve as the Account Manager and liaison with the City for overall Contract <br />Performance. He will serve as the primary point of contact with the City to regularly discuss the <br />progress of tasks, upcoming tasking, historical performance, and resolution of any issues that may <br />arise pertaining to the Contractor Personnel. She will monitor performance, manage risk, respond <br />to questions or requests from the City, and manage our relationship with the City. Ms. Kaur will <br />serve as the point of contact for identifying and escalating issues should we encounter them. She <br />also shares a high-level and a micro -level view of the contract with regards to the Service Level <br />Agreements (SLA), contractor requirements and qualifications, rate changes, start and end dates <br />of engagements, and will also be responsible for the overall performance of the team for the <br />assigned contract. She will spearhead mitigation of any performance issues that may arise and <br />actively solicit intelligence on contract performance, both directly through interaction with <br />customers and resources, and indirectly through observation. If the Account Manager believes that <br />there is a potential risk for substandard performance, she will take preventive action to ensure that <br />performance remains high quality, and that task orders and work orders stay on schedule and <br />budget. If the City contacts us about any issue or otherwise, we will respond within 1 <br />hour, acknowledging notification. We will present an initial mitigation plan within 1 business day. <br />Ms. kaur will accomplish all the tasks through in person, phone meetings and surveys through <br />SenseHQ. Figure below shows the workflows we use for SenseHQ follow ups: <br />Infojini Inc. Response tl. 62 <br />Microsoft' rr=? <br />10 )�"°^1f � b r le r <br />