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Proposal for the City of Santa Ana JPMor�an
<br />Bank Report Cards, Service Plans and Relationship Reviews
<br />J.P. Morgan's Treasury Services (TS) continues to be a leader in the development of client -
<br />specific measures of service quality and relationship management. The value of these client
<br />specific performance reporting and analysis programs has been frequently cited as a key
<br />differentiator relative to our competitors. In addition to providing an ongoing view of our
<br />performance relative the client's expectations, these plans ensure ongoing communication
<br />between the bank and the client and continuous process improvement.
<br />Market Research
<br />Through syndicated and proprietary research, such as the Phoenix Hecht Cash Management
<br />Monitor, Ernst and Young Cash Management Survey, Greenwich Corporate Cash
<br />Management Study and targeted in- person interviews, we validate our performance against
<br />key competitors and ensure that business strategies are linked to trends within our target
<br />markets.
<br />Touch Point Reviews
<br />The Client Experience and Touch Point Review meetings are cross functional forums that serve
<br />as platforms to jointly review key performance indicators, client specific satisfaction results,
<br />upcoming changes and events and escalated issues or opportunities. On a monthly basis, senior
<br />and mid -level managers representing Treasury Services operations, technology, product
<br />management, client services and implementation meet with one key objective, identification of
<br />opportunities that contribute to an improved experience for our clients.
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<br />Prior to implementation, the City will be required to execute documents that address account
<br />opening and the specific services that the City will use. Please refer to Appendix 7 for samples of
<br />applicable agreements.
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<br />With the exception of printing new check stock, which will be coordinated with your client service
<br />professional, there will be no charge for any of the items listed above.
<br />Check stock can be printed through our vendor to help improve accuracy and guarantee competitive
<br />pricing for the City.
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