Item 24 - Temporary Employee Staffing Services

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DocuSign Envelope ID: 01AF1CC8-B77B-44CE-8C90-3E207F451847 Our service delivery performance measurements are devised based on our quality driven customer centric approach. Our efforts are focused on achieving the goal of Excellence in all aspects of service, and these including: • On -time availability of the candidate: After selection of the candidates, AppleOne ensures timely availability of the candidates. They will start on the agreed to date and time. • Monitoring of hours: AppleOne conducts regular monitoring of employee hours while on assignment. This will serve to ensure they do not exceed maximum allowable hours in a calendar year with the City. • Background check compliance: We ensure that all candidate submitted to clients are cleared to work, and all background checks have been completed in accordance with all client requirements. • Close monitoring of the services performed: We monitor the performance of the staff engagement on a continuous basis and in consultation with the designated client manager(s). • Performance evaluation of services delivered: AppleOne reviews the performance of our services delivered on a quarterly basis. In this connection, the City designated staff receives one -page performance evaluation document from AppleOne. This evaluation helps AppleOne to discuss where our performance is exceeding and the areas, which would need further efforts to develop. This feedback mechanism helps us and our candidates to improve their skills, knowledge and personality. • Replacement of candidate: In the rare case that there is a need for replacement of a candidate, AppleOne ensures replacement is provided to the client within 5 days of such situations. The first week of the replaced candidate is not billed to the client. • Defect Prevention Program: This program, used across the board, is aimed at achieving quality improvements in all phases of AppleOne service deliveries as defined above. This has been implemented by setting quality standards for How can we serve our customers better? One of the important measurements we have in place is —'Continuous review of our business processes' for delivering value added services, quality and responsiveness, timeliness of deliverables, risk minimization and cost effectiveness. Implementing Customer Feedback Evaluation Process: We believe such quality of service measures as customer feedback surveys play an essential role in cementing a satisfactory relationship between supplier and customer, as well as uncovering a potentially serious problem. Management Monitoring and TQM in our service delivery to our Clients: We believe in Total Quality Improvement Programs (TQIP), which is the cornerstone of AppleOne's business strategy. It is a structured, planned approach to continuous quality improvement and establishes an ongoing quality management program in every aspect of our business. Its goal is to create a customer oriented quality culture committed to making quality improvement a permanent way of life for the company. Its major elements are: o Management commitment o Functional organization ownership in approach o Employee involvement at all levels o Practical measures to track progress o Recognition for team and individual performance o Ongoing training and communications. Our emphasis is on quality services and we continuously improve our business processes to support our service delivery model. This allows us to refine our function processes in each area of services (human resources, sales and marketing, contracts and client relationships) with the overall result providing us a capability to be highly responsive to client needs. We maintain a large database of qualified candidates who are available for projects. 15 APPLEONE EMPLOYMENT SERVICES, RFP RESPONSE USE OR DISCLOSURE OF DATA CONTAINED ON THIS SHEET IS SUBJECT TO THE RESTRICTION ON THE TITLE PAGE OF THIS PROPOSAL.