LAZ PARKING CALIFORNIA, LLC. - Laserfiche WebLink

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DocuSign Envelope ID: 5C666F1 F-E77F-43CE-8AEo-2CDA4FE129A8 Parking abnormalities or abnormal parking patterns • Incidents/Accidents • Beat analysis and beat enforcement Handling Support Calls and Customer Service Complaints. Our project manager will make first contact with residents that have a concern or complaint. If a complaint is toward our supervisor, the investigation will be handled by his manager or General Manager of LAZ Parking. A detailed report will be submitted to Santa Ana PD's Project Manager. SERVICE, LEVEL EXPECTATIONS Performance Requirements. LAZ Parking accepts each service level outlined in the Statement of Work, with no exceptions. We will ensure all required service levels for the City are met or exceeded by implementing our effective approach to measuring, documenting, and reporting service results. Depth of Support. LAZ understands the importance of having qualified personnel trained as potential back- ups/fill-ins for call -outs and planned time -off. We are committed to training additional personnel, including managers to support and work as PAS or Supervisor when needed. Auditing Procedures and Reporting Samples. LAZ Parking has hands-on experience customizing and developing reports that best fit the needs of each of our clients and the programs we manage. Each report provides easy -to -understand factors for the reviewer, with a focus on highlighting performance metrics. Upon award of a contract, it is our intent to meet with the City of Santa Ana Police Department management and share a variety of reports currently in use at our other contracts. In partnership with our municipal and government clients, we have developed complex reporting mechanisms that provide the operations with a consistent level of oversight. Reporting Procedures. LAZ Parking is passionate about delivering exceptional solutions to our customers. We will continue to create, develop, implement, and maintain methodologies and procedures to optimize the management and operations of the Santa Ana Parking enforcement program. Upon contract award, LAZ Parking will conduct a complete review of all administrative, operational, and procedural documents to incorporate the negotiated contract terms and final scope of work. We will work with Santa Ana Police Department's project manager to define the implementation of the new innovative solutions that are included with our proposal. The schedule will consist of milestones, including delivery dates for all deliverables, scheduled meetings, reviews, implementation, and staff training if needed. LAZ Parking will maintain project files and records per City's record retention policy and throughout the term of this contract. All project records (electronic and paper) include operations and maintenance guidelines; meeting agendas and minutes; management and staffing plans; staffing reports and schedules; updates to these documents; project staff training; plus all manuals, systems maintenance records, training records, systems plans and installation records, and other correspondence. ACCREDITED Parking Control Enforcement Services 18 PARKING i CITY OF SANTA ANA. CAI RPP NO.23-036 I MARCU 23 2023 Proposed kNodc Plml P