Item 14 - Agreements for As-Needed Information Technology Services

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Internal Meeting Communications Format The format for communications varies from informal emails and phone calls to formal meetings, video and conference calls, and written reports as outlined in communications schedules. The key to communications is to ensure that each responsible parry is kept up to date and informed about their functional area. Communications Responsibility The overall responsibility for communications rests with the Intratek engagement manager and the City's representatives. It is imperative they provide the overall guidance to keep the work in the forefront of their team members and monitor everyone's contribution to the project objectives. Frequency of Monitoring Intratek's PMO team is responsible for meeting on a regular basis to review reports and metrics regarding assigned personnel performance and deliverables submitted to the City. In addition to regularly scheduled meetings, the engagement manager is available to meet with the City for monthly, quarterly, and annual face-to-face reviews, as well as ad -hoc meetings. Please note the frequency of monitoring can be adjusted throughout the contract period to meet the City's needs. 4.1.5.7 Personnel Performance Monitoring Functions Intratek's established quality assurance process is led by the engagement manager, as well as any additional personnel the City wishes to include. The quality assurance process serves as the foundation for performing the monitoring activities described below and implementing a continuous improvement program. O Ensuring all personnel attend contract -specific training to ensure they understand their functional duties and responsibilities; City rules and regulations; service agreements; City business practices and operational procedures; performance expectations; and any additional items desired by City O Meeting regularly with the City to assess overall satisfaction with assigned personnel performance O Determining corrective actions to be applied (if any), followed by continuous evaluation to ensure corrective action is taken within the appropriate time frame to ensure compliance with contractual requirements O Ensuring all documentation, specifications, procedures, record keeping, and reporting obligations are prepared and/or delivered in accordance with contractual obligations O Reviewing work performed by assigned personnel to ensure technical accuracy, and adherence to City requirements and industry standards 4.1.5.8 Escalation Process The City may contact the engagement manager at any time to report issues and/or concerns. The engagement manager documents all pertinent information and is responsible for promptly implementing and documenting appropriate corrective actions to quickly resolve the issue. This strategy, in conjunction with regular meetings with your management, ensures issues are immediately addressed and the appropriate measures put in place. The goal is to identify a resolution that results in absolute customer satisfaction. RFP No. 20-124 Information Technology As -Needed Professional Services Page 1 30