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Proposal for Parking Citation Services City of Santa Ana - November 5, 2008 <br />SECTION 5— CUSTOMER SERVICE AND TRAINING <br />5.01 Customer Service <br />PHOENIX GROUP has established a customer profile that is needed to support all <br />aspects of processing citations for the highest level of customer service and <br />assistance. PHOENIX GROUP will review CITY'S current rules of standard <br />procedures for responding to citizen inquiries and complaints. This is to establish "Client <br />Procedures" for the internal operations of PHOENIX GROUP. This will allow PHOENIX <br />GROUP to adapt to the method of operation that has been successful and desired by <br />CITY. In the event that CITY has been experiencing difficulties (i.e., follow -up <br />correspondence, Returned checks - NSF) PHOENIX GROUP will advise CITY based on <br />past experience and knowledge. <br />Additional services of Customer Service are: <br />1. Maintaining verified and updated parking fee schedules (bail schedule), <br />2. Updating the customer of new or pending legislation, <br />3. Personal contact to inform CITY staff of potential problems, system updates, <br />violator issues, or reporting needs, <br />4. Procedural changes, processing problems, or system enhancements, <br />5. Continue to Make Improvements to the program, <br />6. Meet the needs and Requests of CITY, <br />Training is an on -going part of our program and service. <br />5.02 Account Representative and Training Personnel <br />Mary Houghton will manage and direct all aspects of the program, including new <br />implementation procedures, and training for the parking program. Ms. Houghton has <br />over twenty years experience in the parking industry and has performed in the capacity <br />for over one hundred accounts. Ms. Houghton and her training staff will allot the <br />amount of time necessary to successfully implement the program. Training and <br />Customer service will not be compromised in any way. Training is provided at the <br />beginning of the program with CITY and as needed throughout our contract through <br />tele- support or on -site support. <br />79 <br />