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The engagement manager responds to the customer within two hours of notification of an <br />issue, by phone or email. Intratek's formal escalation procedures, detailed in Exhibit 4-5, are <br />then immediately implemented. <br />Exhibit 4-5: Escalation Path. <br />Our escalation process is swift and effective. <br />Engagement <br />Engagement <br />Engagement <br />COO/Executive <br />President!CEO <br />Manager <br />Manager <br />Manager <br />Sponsor <br />Documents all <br />Develops <br />Notifies customer <br />If the-ustpm-r �s <br />If the COO doesn't <br />information <br />corrective action <br />that corrective <br />nct sat. stied :y-ith <br />resolve to the <br />received from the <br />plan, obtains <br />action has begun <br />correct v e action, <br />client's satisfaction, <br />customer <br />approval, and <br />and monitors for <br />the engagement <br />the PresidenVGEO <br />either instructs <br />effectiveness; <br />manaoer escalates <br />assumes control <br />assigned personnel <br />remains in close <br />to Intrateks COO/ <br />to begin corrective <br />communication <br />Executive Sponsor <br />actions or <br />with customer to <br />implements <br />ensure complete <br />corrective actions <br />customer <br />himself <br />satisfaction <br />Should an issue not be resolved in a satisfactory manner within the timeframe expected by <br />the City, it is escalated to Intratek's Chief Operating Officer (COO), Anthony Battey, who <br />takes ownership and provides resolution. In the very rare event our COO doesn't provide <br />satisfactory resolution, the issue is escalated to our President/CEO, Paul Ramezani, who <br />assumes control and immediately resolves the issue. It is important to note that an issue <br />escalated to this level is very rare; most issues reported to our engagement managers are <br />quickly resolved. <br />Contact information for personnel at all levels of escalation will be provided following <br />contract award. In the event an issue requires escalation, the appropriate management <br />personnel will be notified via Intratek's internal channels; however, the customer may <br />contact all members of the PMO team at any time via telephone and/or email. <br />4.1.6 Business Stability [RFP VI.F.4.vi] <br />The City's IT as -needed professional services are backed by a financially stable company <br />with a strong balance sheet that readily support ITD's staffing needs today and tomorrow, <br />as described in Tab 8. Additionally, we stabilize the professional services we provide <br />through our ISO -aligned talent sourcing and acquisition methodologies (described in 4.1.10, <br />Methods to Identify Potential Candidates [RFP VI.F.4.x], and comprehensive retention plan, <br />described in detail in 4.1.17, Retention Program [RFP VI.F.4.xviij. <br />4.1.7 Sample Resume Styles [RFP VI.F.4.vii] <br />Following are three sample resumes for candidates that represent of the types of roles the <br />City may request. Each is indicative of the readability of the resumes we provide to clients. <br />While they are not uniform, they demonstrate that we strive to provide resumes stripped of <br />useless formatting and focus on content as well as a straightforward easy to read format. <br />Additionally, as is Intratek's standard practice, a qualification summary is included at the <br />top of each resume. The qualifications summary outlines each candidate's experience and <br />skills in relation to the requirements set forth in client's request. <br />RFP No. 20-124 <br />Information Technology As -Needed Professional Services Page 131 <br />