Item 14 - Agreements for As-Needed Information Technology Services

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of PDCA (Plan -Do -Check -Act), Exhibit 4-3, is the cornerstone of our service delivery philosophy. To ensure our quality initiatives are current and effective, our quality assurance coordinator continually reassesses and revises our internal controls following our ISO 9001- aligned quality system. All assigned resources are provided a complete copy of performance requirements before beginning work to ensure they fully understand all the technical requirements, functional duties, responsibilities, etc. required. Exlnbrt 4-3. Plan -Do -Check -Act. The continuous cycle of PDCA is the cornerstone of our service delivery philosophy. This plan applies to all staff provided to the City. Intratek will comply with the provisions of the contract and provide support using this plan as a basis for reviewing our performance, assuring compliance with assignment requirements, and continuously improving the services provided. Should the City have other preferred forms or processes, Intratek will add, delete, or modify portions of this QCP. Specific Activities to be Monitored To ensure the City consistently receives a high level of services and support throughout contract duration, activities are recorded, tracked and monitored. Specific activities are dependent on the position's IT specialty area. Ensuring all assignments/projects are running on time and within budget, verifying the accuracy and timeliness of all deliverables, assessing performance against industry standard metrics, and verifying that all employee certifications remain up to date, is a priority for the engagement manager. In addition to those technical matters discussed above, as a general practice, we continu- ously monitor and review the human and organizational aspects of performance for assigned employees. Specifically, we monitor each employee's attendance, including tardiness and unscheduled absences, as well as their customer service skills, communication skills, and ability to follow instructions. Resources are evaluated at regular intervals with input requested from City representatives. Monitoring the above activities provides Intratek and City management an accurate measurement of our personnel's productivity and assessment of our performance, as well as our ability to meet and exceed our commitments. Meetings and Communication Our engagement manager, Mr. Jeffrey Hunter is always available to the City via telephone or email and will attend regularly scheduled meetings to discuss assigned personnel performance and verify that employee activities are aligned with City objectives. During meetings, Intratek and the City have the opportunity to communicate about current and future needs, plans, and/or projects the City may have, as well as any feedback from the City regarding Intratek performance. Agenda items also include: O Quality and professionalism of assigned staff RFP No. 20-124 Information Technology As -Needed Professional Services Page 1 28