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Quality Assurance Program <br />We've established a quality culture that focuses on client satisfaction, <br />involves employees, measures performance, and is continuously Improving. <br />To support your quality goals and requirements, we use a unifying quality <br />management system that places a variety of processes into a single <br />framework. This framework acts as a starting point from which the City of <br />Santa Ana and ABM will customize a quality program for your city parks . The <br />program will Improve efficiencies and allow for greater transparency into your <br />account activity. <br />Your account will be managed with innovative technology tools that improve <br />communication, increase worker productivity and integrate processes to <br />measure results. ABM Managers and service workers utilize laptops, tablets <br />or other wireless devices for data entry and communication. The staff <br />servicing your city parks will be more dependable because of the efficiency <br />and transparency of our systems. <br />Benefits You'll Receive: <br />rid <br />i - <br />• Automated communication, resulting in reduced response time <br />• Complete, up -to -date work order status <br />• Round- the -clock access, communication and tracking <br />• Periodic scheduling and tracking <br />• Customized inspection and work order reports providing data for process improvement <br />• Improved client satisfaction <br />• Less time spent managing issues <br />Quality Management System <br />ABM's quality management tool is a web -based control system that supports your quality goals and <br />requirements. The system allows both the City of Santa Ana and ABM to view inspection results, work order <br />statuses, periodic maintenance schedules, and reports through a central online portal. ABM focuses on: <br />+ Analyzing inspection results <br />• Automating work order management <br />• Establishing and tracking accountability <br />+ <br />Continually improving processes <br />Tracking Accountability <br />In order to provide you with transparent accountability, all work requests will clearly define who is responsible <br />for the work and the time involved for completion. The requests will be time stamped, and automatic <br />escalations are triggered by that time, notifying management. You will have the opportunity to measure, <br />quantify and analyze service delivery, alongside ABM management. This process makes it easy to identify <br />and disseminate best practices. <br />As work is accomplished and work orders are closed, the reporting system is updated. Supervisory personnel <br />will follow up with service workers on issues and requests to make certain all work is completed to our high <br />EM <br />