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RFP NO. 20-124 <br />CONAFJINJ <br />Information Technology As -Needed Professional Services-. <br />In person ke.]6o[k+ <br />9onfaFlO 9urraryrs <br />lmpkUm <br />P USDMW Wart <br />C14' <br />HtYhctbn <br />Candldar 1MV1 y" <br />9alactson On4oardYnp <br />ftmt the eG <br />hares Gq' <br />INI pavan irrd6rek <br />3t,.'rt4Fi4l,Ihvpt <br />Coabacr <br />L.ea3vra learned campllance <br />+Uomrrbmb ilon %Wa ar,tl lua! <br />+traMing sampllantt <br />Ms. Savneet Kaur will serve as the Account Manager and liaison with the City for overall Contract <br />Performance. He will serve as the primary point of contact with the City to regularly discuss the <br />progress of tasks, upcoming tasking, historical performance, and resolution of any issues that may <br />arise pertaining to the Contractor Personnel. She will monitor performance, manage risk, respond <br />to questions or requests from the City, and manage our relationship with the City. Ms. Kaur will <br />serve as the point of contact for identifying and escalating issues should we encounter them. She <br />also shares a high-level and a micro -level view of the contract with regards to the Service Level <br />Agreements (SLA), contractor requirements and qualifications, rate changes, start and end dates <br />of engagements, and will also be responsible for the overall performance of the team for the <br />assigned contract. She will spearhead mitigation of any performance issues that may arise and <br />actively solicit intelligence on contract performance, both directly through interaction with <br />customers and resources, and indirectly through observation. If the Account Manager believes that <br />there is a potential risk for substandard performance, she will take preventive action to ensure that <br />performance remains high quality, and that task orders and work orders stay on schedule and <br />budget. If the City contacts us about any issue or otherwise, we will respond within 1 <br />hour, acknowledging notification. We will present an initial mitigation plan within 1 business day. <br />Ms. kaur will accomplish all the tasks through in person, phone meetings and surveys through <br />SenseHQ. Figure below shows the workflows we use for SenseHQ follow ups: <br />Infojini Inc. Response - 62 <br />Microsoft Ix t a•crlr ror ,7, <br />partner partner <br />