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SoftMaster bases our practice on three value. First, we focus on the customer. Our aim is to <br />develop a partnership that centers on the goals of our customer and how we can support those <br />goals. Second, we empower our associates to respond to our customer in ways that are <br />effective and timely. And finally, we encourage continuous innovation that is focused on those <br />customer needs. <br />Unique Qualifications of SoftMaster (ref. section 2.2.a} <br />SoftMaster has a number of unique qualifications which distinguish our firm in providing these <br />services to the City. <br />SoftMaster has a number of unique qualifications which distinguish us from other firms <br />including: <br />• We have experienced and highly qualified technical consultants on staff who thoroughly <br />screen potential candidates for depth of technical knowledge and ability to apply that <br />knowledge. Using experienced consultants as technical screeners allows us to better <br />assess the real world skills of our candidates and how those skills will apply in the <br />workplace. <br />We provide 240 on -call backup support for any position that we staff. Because we have <br />a number of senior technical resources on staff, we can call upon them for help in <br />emergency, time - sensitive situations or when knowledge of a specific technology is <br />required to resolve issues. Examples of these situations include complex database <br />recovery scenarios, network outages, and mission critical application issues. <br />• We are experts in the technologies for which we provide resources, and are thoroughly <br />familiar with the market place and availability of resources. This allows us to quickly <br />target sources for candidates and to advise the City on market conditions. In addition, <br />we can make expert recommendations on the use of various technology options to <br />enable the City to select the most effective directions. <br />We regularly conduct client satisfaction surveys as well as interviews with clients to <br />gather feedback on our consultants' performance. This formal feedback process allows <br />us to identify corrective actions, if needed, and to focus on ways to continually improve <br />the quality of our services and processes. <br />Confirmation of Agreement {ref, section 2.2.e} <br />SoftMaster agrees to follow the terms and processes outlined in the RFP to which this is a <br />response, as well as the resulting agreement including all administrative and billing procedures <br />of the City of Santa Ana. <br />April 2007 <br />