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Exhibit B S1-V-07 6. Failure to submit timely information may result in penalties such as de- obligation of funds or reyocation of the agreement with the County of Orange. B. Customer Satisfaction: Contractor shall demonstrate that they are a customer driven organization by incorporating the following elements into their organization: 1. Systematically listening to customers and acting quickly on what they say; 2. Building positive relationships with its customers through focusing on accessibility and management of complaints; 3. Paying attention to customers who are not satisfied and work to understand their preferences and meet their demands. C. Surveys: Partner agrees to conduct customer satisfaction surveys by: 1. Using a consistent implementation method or survey instrument as defined or established by the Anaheim Workforce Inyestment Board, the Santa Ana Workforce Inyestment Board, and Coast Community College District. 2. Submitting results in the appropriate format to the OCWIS administratiye office; 3. ReYiewing surveys within 10 days of receipt; 4. Answering surveys with a formal response if correctiye action is necessary and submitting a copy of the survey and response to the OCWIS administratiye office; and 5. Keeping the identity of survey respondent confidential. D. Internal Monitoring: Contractor is responsible for on-going internal monitoring of the Veterans program funded under this Agreement to ensure compliance with legislation, regulations, bulletins and directiyes. Internal monitoring procedures must be in writing. Results of internal monitoring must be in writing and must be ayailable to OCWIS staff, upon request. Internal monitoring will include, but is not limited to the following: 1. ReYiew of all files to determine that eligibility criteria haye been met. 2. Random file reYiew for IEP updates, case note documentation, attendance yerification, placement verification, supportiye service documentation and deliyery, and post placement follow-up. 3. Verification of customer's attendance, performance and employment information. 4. Contractor will address any problems or issues that surface during an internal monitoring quickly and appropriately. E. Corrective Action Plans: Performing at or below the contract level on a quarterly basis on any indiYidual performance measure will be subject to the following correctiye action: 1. Intensiye technical assistance and thorough assessment of the causes of the low performance; 2. Deyelopment and implementation of appropriate Correctiye Action Plan(s) to raise performance; and 3. Close monitoring of subsequent performance to assess the impact of the Corrective Action Plan(s). 4. Contractor's performance trends and Correctiye Action Plans will be critical to decisions regarding contract renewal. Failure to achieye the goals set forth in the correctiye action plan may result in penalties such as de-obligation of funds Page 9 of 11