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3. Employee Customer'Service <br />Employee Customer Service functions toad ' dress payroll and.benefits'issues, monitor employee well-being, and <br />answeremployee questions regarding healinsurance and other benefits/incentives. They'al'so resolve payroll <br />issues and work to remedy missing or erroneous pays.. <br />4', Quality control <br />Quality Control's (QC) prime objective is to ensure that THE CITY OF SANTA ANA receives the highest quality of <br />service throughout the life of the contract. We understand that effective quality control fosters better quality <br />of service. <br />Mr. Jonathan Paul,,Vice President and General Manager, .will serve as Quality Control,,Consuitant on this <br />contract. Mr, Paul has been involved in cradle -to -grave contracti6g for`all of our Federal,.CityI'County, Regional,' <br />Utility and Public Agency projects. <br />Ms Cathy Volpe, Company President— willalso serve as a:QC Consultant°on this contract. Ms. Volp&has over <br />30 years'oPcontracting expen'ence. <br />Quality Control focuses, efforts on three subareas within quality control,'These are' <br />Project Resources: We recognize that productivity depends on providing adequate and efficient resources <br />accessible to- our project team. Tools primary assessed are those aiding, In, Improving project manager <br />communications with the project3taff'and with the customer. <br />Procedure & Protocol: We work with the Point of Contact to set internal' goals that meet project <br />standards, such as staff recruitment time frame and retention strategies. We also assess management <br />strategies and suggest Ideas that can potentially improve project outcome. <br />Personnel: Central to our management approach is quality staffing, recruiting,and retaining qualified, <br />experienced and suitable staff for the City OF SANTA ANA in a timely and efficient manner: Quality <br />Control frequently discusses with the Point of Contact about instituting new recruiting practicesto bring <br />in quality personnel, andadopting creative benefits/incentives programs to maximize staff retention. <br />'City afSonto And UP No 18009 <br />INTENTIONALLY LEFT BLANK' <br />ntk m.+a <br />251-77 <br />CaftJon Enterprises, Inc., dba_ I♦BStok#ng 11 <br />