J.P. MORGAN CHASE BANK-2016 - Laserfiche WebLink

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s. Do you have a user group? If so, how are they structured? What topics are they currently discussing? J.P. Morgan is constantly working to improve the implementation experience by obtaining and reacting to client feedback. In 2015, 91% of our clients responding to a post - implementation survey rated their overall experience as very good to exceptional. Information is gathered through post - implementation email surveys, checkpoint calls between clients and implementation managers, in -depth debriefs with clients and on -site client visits. Implementation personnel performance is monitored on an individual basis with a monthly scorecard that tracks client feedback and a variety of other internal quality metrics. 6. Describe the Bank's hardware, software, and personnel utilized for technical applications of banking processes and procedures. Include a description of portals, transmissions and downloads of information, electronic funds transfers, and e- Banking. Please refer to Section H, Electronic Reporting, question 7 for the bank's hardware and software requirements. 7. Describe the Bank's technical personnel who will be available to support the City's technical staff in implementing new processes and procedures to perform the City's banking functions. Training, operating manuals, and technical support shall be supplied by the Bank as appropriate for all services provided. Should the City decide to implement any new services, the City's dedicated implementation project manager would act as the primary point of contact between all levels of the City (e.g., management, users, technical staff and external partners) and your J.P. Morgan relationship team and staff. Your implementation project manager is responsible for securing the appropriate technical resources to assist the City with any required file testing and the setup and testing of any transmissions. The implementation project manager would schedule a kickoff meeting for large or complex implementations. Key tasks, personal responsibilities and time frames are documented and shared with all project team members. Subsequent meetings will be held to track and support the progress of the implementation. The City, in conjunction with the implementation project manager, would decide how often these meetings will be held. Support during implementation would include training, technical assistance, user manuals and on -site visits. In addition, the Client Service and Technical Support teams provide ongoing support. These teams also provide training, usage and technical assistance via telephone. Page 79 aJ. T-.1Y organ