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�_ UNDERSTANDING OF NEED ---7 Allied Universal has over a decade of experience working with multiple government agencies throughout Southern California, including the City of Los Angeles, the City of Anaheim, and the City of Newport Beach. Local municipal agencies have unique and challenging needs when it comes to janitorial services, With the seasonality and special events held at community and senior centers, to the City Hall and Libraries that demand constant attention by both night cleaning staff and day porters, Allied Universal understands all challenges and is willing and ready to respond quickly, efficiently, and effectively. Our managers are specifically trained to focused on delivering world class service by listening to our clients' individual needs. We realize that our customer service approach Is the cornerstone to our success. All of our managers go through "It's All About U"— Disney's Approach to Customer Service" training program to ensure that they provide the residents, visitors, and employees of the City of Santa Ana with the best service and client experience. As you know, communication is paramount to providing exceptional janitorial service. With most of our services performed at night, it is extremely Important to have all lines of communication open at all hours between our cleaning professionals, supervisors, senior management, and the City of Santa Ana facilities team. Allied Universal will assign one single point of contact, a Project Manager, to maximize efficiency and provide timely response for any request from the City. The Project Manager will provide seamless communication regarding both night janitorial cleaning or day porter service, Additionally, all key personnel, including various night cleaners, will be equipped with smartphones so that any facilities contacts can get in touch with us 24/7. We also provide a toll free customer service center (877) 826-1965 that will connect you with our management within minutes. Communication and feedback from our clients is essential to a successful partnership. Account Managers and Area Supervisors will schedule routine inspections based on each buildings' needs to ensure both expectations and scope of work services are exceeded. These combined efforts translate into a premier cleaning program tailored for the City of Santa Ana. OPERATING HIGHLIGHTS Allied Universal will implement the following to ensure the janitorial program exceeds the City's expectations for service and quality: Proactive Management • Deliver a local management team based in the City of Santa Ana with outstanding and experienced personnel. Transparent Communication Open communication provides the foundation for a true partnership through 24 hours a day availability. Our team will also schedule formal Quarterly Business Reviews (QBRs) to allow both Allied Universal and the City of Santa Ana to stay current on service levels and inspection ratings. Training and Development Provide comprehensive 7 Steps to Success" training program as well as bi-monthly safety training meetings to ensure all employees and fully capable of completing all tasks outlined in Attachment 1 — Scope of Work. The training program introduces and reinforces Allied ALLIED UNIVERSAL JANITORIAL SERVICES Page 13