Item 14 - Agreements for As-Needed Information Technology Services

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O Training needs O Satisfaction with support provided O Assigned personnel compliance with City policies and procedures O Any corrective action(s) necessary O Impending vacancies O Recommendations for further improvement of services and/or cost efficiencies In addition to regularly scheduled meetings, Mr. Hunter is available to meet with City representative(s) upon request at any time to discuss progress and provide problem resolution if needed. Further, Mr. Hunter is responsible for communicating with assigned employees to relay any requests or comments from the City, and for achieving complete client satisfaction. Our experience has shown that enhanced communication, regardless of method (phone, email, or face-to-face) is essential to managing personnel assigned to customer locations, as it helps build rapport and develop mutual respect. Mr. Hunter will make frequent visits to personally meet with staff assigned to the City. Communications Plan and Status Reporting The following paragraphs contain the communications plan. The communications plan identifies types, schedules, audience, format and responsibility for planned communications; an example is below in Exhibit 4-4. Exhibit 4-4: Communications Plan. Consistent and frequent communications are key to successful performance and management. City/ Intratek In -person As needed As Discussion Engagement Meeting meeting/ determined led by manager and minutes video or by agenda engagement City managers distributed to phone manager participants conference I 1 Intratek/ In -person As needed Intratek Open I Engagement Meeting Intratek meeting/ assigned Discussion manager/ minutes video or resources assigned distributed to phone resources participants conference Communication Types There are several types of communication used: Intratek to the City —Status meetings (via telephone or in -person), performance reports, initiative meetings, and informal (verbal and email) coordination and improvement efforts. City to Intratek — Contract modifications, initiative meetings, and informal (verbal and email) coordination and improvement efforts. Intratek to Intratek — Status updates are performed both formally (staff meetings, status reports, corporate QA project reviews) and informally (verbal and email coordination/staffing efforts). status updates provide information on the work completed and the work remaining, risks identified, risks resolved, and resources required for completion. RFP No. 20-124 Information Technology As -Needed Professional Services Page 129