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CITY OF SANTA ANA <br />meetings. Additionally, Consultant staff must sign confidentiality agreements when required by <br />individual City Departments. <br />G. Ordering Process <br />1. Consultant shall establish an individual sub -account for any City Department that elects to <br />place an order directly with the Consultant under the Contract. <br />2. Consultant must provide quote or proposal as requested by City staff within one business <br />day. <br />3. Consultant shall receive and transmit drafts and completed work from and to the requesting <br />Department by secure electronic file attachments to e-mail in Microsoft Word and/or Adobe <br />Acrobat "pdf' file formats or as specified in the order. <br />4. Consultant must maintain an email address with a form of acknowledgement of receipt for <br />ordering, inquiries, and customer service within one (1) business day of receipt of order. <br />Proposer will state the maximum attachment size limit and alternatives for transmitting files <br />that are larger than the maximum allowed. <br />H. Possible Service Locations <br />• City Hall <br />• Santa Ana Police Department <br />• Various Community Center Sites <br />• Various Library locations <br />• Various City Parks <br />• Telephone <br />• Video <br />I. Customer Service <br />Consultant's customer service process will ensure that all customer service issues are addressed <br />in a consistent and expeditious manner, including problem escalation and resolution of service <br />issues. The customer service process includes, but is not limited to: <br />• Customer service organizational structure. <br />• Contact process and contact person identified by position in the company (phone, email, <br />fax, etc.). <br />• Follow up process. <br />• Internal procedures to track customer service contact and resolution. <br />• Escalation process to resolve outstanding customer service issues. <br />Consultant's personnel shall be courteous and maintain good working relationships with all <br />stakeholders, state or outside agencies, members of the public, other team members and staff <br />within the City. <br />RFP 24-022A City of Santa Ana Page 24 of 51 <br />