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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 /> REP 24-022A City of Santa Ana Page 24 of 51 <br />