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Proposal for the City of ;Santa Ana
<br />J Morgan
<br />Wires
<br />The primary treasury service contact is available standard business hours within each time
<br />zone. Our Treasury Services Solution Center's hours of operation are from 5:00 a.m. PT to
<br />5:00 p.m. PT.
<br />Technical Support
<br />Our Technical Solutions Group fTSG) is available to assist you with your J.P. Morgan
<br />ACCESS inquiries around the globe Sunday 5:00 p.m. PT through Friday 5:00 p.m. PT.
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<br />Our goal is to have systems and products available to clients at all times. In some cases,
<br />circumstances will exist that work against this goal. Whenever an interruption is experienced or
<br />expected, the City will be notified online via postings to J.P. Morgan ACCESS or by telephone
<br />contact from your dedicated CSP.
<br />Please refer to Appendix 1 for sample reports of performance monitoring, which outline the types
<br />and length of service interruptions.
<br />Please refer to Appendix 2 for a copy of our Business Resiliency Overview.
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<br />J,P. Morgan continuously monitors the performance of the products and services we offer. Many
<br />measures are reviewed and monitored by key managers and resolution leaders, including senior
<br />executives on a daily, weekly, and monthly basis through a variety of performance management
<br />processes described previously.
<br />8enchmarking
<br />J.P. Morgan has established industry based benchmarks and standards for its Treasury Services.
<br />These service level commitments are primarily used to ensure performance results are in line
<br />with service standards and meet our clients' business requirements and expectations. Through
<br />our client level report cards and service plans, we work with clients to establish performance
<br />standards that are tailored to their needs and expectations. These report cards and service plans
<br />are generally provided monthly to the client, and highlight our performance against client specific
<br />service standards.
<br />Key Performance Measures
<br />Depositary Service
<br />We monitor the performance of all of our service areas. We measure implementation time, inquiry
<br />resolution and professionalism for all services. In addition, we also monitor specific metrics for a
<br />given service or product to help ensure quality levels meet company and client standards.
<br />Controlled Disbursement
<br />Among the key operational measures we track related to Controlled Disbursement Services, are
<br />the following:
<br />Controlled Disbursement Timeliness Rate — Final Presentment
<br />Controlled Disbursement Reporting Accuracy Rate — Final Presentment
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