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proposal for LWhe City of Santa Aria <br />JT orcyan <br />Methodology <br />Electronic/web based survey with email push are directed to clients who: <br />Have Implemented new Treasury Service Products in the previous month <br />Have had frequent /direct contact with their Client Service Officer for inquiry support <br />Survey processes are closely monitored to ensure we receive value added input from our clients <br />while limiting the frequency of these requests. <br />What We Measure <br />Client satisfaction measurements associated with New Business Set -Up fall into the following <br />categories: <br />Overall Implementation Experience <br />Implementation Process Quality (Timely„ Accurate, As Expected) <br />Project Management Effectiveness <br />Implementation Manager /Consultant Support Quality <br />Systems Implementation Support Quality <br />Post Set -Up Now Service Quality <br />Top Improvement Opportunities. <br />Client satisfaction with Treasury Services Client Service fall In the following categories: <br />Overall Client Service Professional (CSP) Support Quality <br />CSP Accessibility and Availability factors <br />CSP Case Management Effectiveness <br />CSP Timeliness and Responsiveness <br />CSP Knowledge factors <br />Effecfive of Alternative Service Channels (Solution Centers, Back -Up Support etc). <br />Product Quality Satisfaction is measured for all core cash management products including <br />Controlled Disbursement, Account Reconciliation, and Positive Pay Services, focusing on <br />product feature, tunctionality and operational delivery. <br />Communicating Results <br />Client Level Review and Follow -up <br />Client feedback and evaluations of our performance are provided on a weekly basis to Service <br />and Implementation and Production Managers across Treasury Services. Each client response is <br />evaluated, and where required, TS management contacts the client to follow -up on feedback or <br />ratings that may require immediate attention. in cases where results to do not meet expectations, <br />our Service and Implementation Teams conduct root cause analysis, formulate improvement <br />strategies, review with the client and implement agreed upon action steps.. <br />Performance Analysis and Opportunity Assessment <br />On a monthly basis our Treasury Services Performance Reporting and Analysis group, provides a <br />comprehensive review of client feedback results. This analysis not only includes assessment of <br />performance against satisfaction standards and benchmarks, but also identifies key opportunities <br />to improve the client experience on an overall basis. These results are shared and improvement <br />actions identified through the Performance Management processes detailed earlier. Through the <br />F rayiie 6 <br />55A -26 <br />