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Extended Hours: One of our most successful value-added services is our extended hours' program. Each workday, Helpmates offices are staffed from 7:30 a.m. to 5:30 p.m. and our staff is available to fill orders with prompt, productive Specialists who are ready to start working when your business day begins. Additionally, in last minute or emergency situations, appropriate City representatives will have the business cell numbers and email addresses for the Helpmates Project team. In the off chance this is needed, the Helpmates staff can be available via email, text or phone. 24 -Hour On -Call Service: Gena Monroy will be assigned to your account. Our answering service allows the City to be connected immediately to Gena or to an alternate contact when needed. The Lifetime Customer (TLC) Process The goal of "The Lifetime Customer" (TLC) process is to support the City with qualified staffing Specialists and to consistently meet or exceed expectations and requirements. Our "TLC" review allows us to evaluate and improve our performance by measuring that performance against the City's stated criteria. The Lifetime Customer process includes three major areas: ♦ Establishing mutual goals and timelines with the City ♦ Measuring the quality of all Specialists, order fill response time and overall service performance ♦ TLC Service Reviews (quarterly or as agreed upon with the City) to focus on improving process, methods and programs and establish action plans and agreed upon goals At every level of our organization, Helpmates fosters a thorough understanding of customers' needs along with an awareness that quality is a constant process of improvement. The Lifetime Customer Review process is a practical, yet powerful approach that best exemplifies our commitment to continuous improvement and long-term partnerships with our clients. As part of The Lifetime Customer process, the following services will be agreed upon and provided: ♦ First and Second Day Quality Checks The first day quality check is made approximately 15 minutes after the assignment starts to confirm that the Helpmates Specialist has arrived safely. The second day quality check is also completed within 15 minutes of the start time and focuses on the Specialist's work performance and productivity from the previous day. ♦ Weekly Updates Helpmates' Weekly Updates have multiple purposes: To guarantee the performance of the Helpmates Specialist in terms of productivity, quality, punctuality, attendance, and behavior, as well as to determine if the Specialist is required the following week. ♦ Final Performance Evaluations A final evaluation is documented on each Specialist who has completed an assignment at our client site. This evaluation rating is maintained in the Specialist's and the City's data file for discussion at the TLC reviews and for future reference. Helpmates Staffing Services 15 RFP 18-009 Response 251-119