Item 13 - Agreement for Security Services for City Events

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E Proposed Work Plan Proposal shall include a statement demonstrating the firm's understanding of the Scope of Ser- vices. Additionally, proposed work plan shall include Proposers': i. Anticipated approach to performing services as specified herein. E » E ° Quality Guest Service is an attitude that is ingrained in every aspect of our organiza- tion. However, we recognize it begins and ends with our people. Our philosophy is to deliver a con- sistent, premium service level through excellent foundation plans, quality staff training, and regular performance monitoring, including feedback from our clients and their customers. We focus on Service and Safety above all else - CSC delivers security operations that are sensitive to customer comfort while still being disciplined about security integrity. For example, our organization's position as the primary supplier of Event Services to Olympic Games Organizing Committees over the past 18 years has grown because we have developed and implemented a service delivery model that exceeds the standards typically provided in the security industry. As part of CSC's continuing commitment to guest service, our services will include: 1. Guest Service as a Central Principle in the Mission of the Event Security Team. Our goals to achieve this are: • Providing a safe and enjoyable guest experience from entry to exit of an event. • Applying these principles to all: guest, key stakeholders, and other security entities. • Strive to create a unique guest experience; we know that customer satisfaction is based on loyalty, identity with the facility, and relationships. Special interactions keep guests coming back! 2. Policies and Procedures, which Incorporate Guest Service Benchmarks • Using our current best practice methods, we can adjust our Policies and Procedures to reflect both key stakeholders needs and guest service elements. • Using specific instructions within procedures, which emphasize the levels of guest service expected as well as methods of achieving those levels, through personal action on the job. 3. Training Modules Designed for Positive Customer Service Outcomes • We provide all our staff with a Guest Services module as part of standard training. While this is highly effective, our success has been achieved by taking an extra step, which is to include the guest service elements in ALL our training materials. 4. Evaluation and Feedback Systems Which Include Built-in Key Performance Indicators for Guest Services Measuring guest satisfaction and engagement is central to our performance manage- ment system. We communicate with our clients, integrating with their own guest sat- isfaction systems, or utilizing our own methods, such as "Mystery shopper" evaluations, self -evaluation and peer/leader evaluation. Staff performance is reviewed by our venue leadership every day, as well as at more formal 'official' review cycles. ii. Suggestions or special concerns the evaluation committee should take into consider- ation (if any). Gl E S P [ >> E , CSC does not have any special concerns or suggestions for the evaluation committee at this time. is This item contains and consists of confidential and proprietary information belonging to Contemporary Services Corporation and is not to be reproduced, copied, or used without its express written permission. cps.