Item 17 - Agreement for City Yard Fueling Station Improvements

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Docusign Envelope ID: 0132EE61`4-331 F-4A1 F-8376-C61 C41 C9340B 31 Describe in detail the process and Ward believes the foundation of our success derives from being the best -in -class in procedure of your customer service every aspect of our technical and software service and support. program, if applicable. Include your For Ward to deliver best -in -class customer support, we have committed significant response -time capabilities and resources to hiring people and continually improving our business processes and commitments, as well as any incentives that technology. help your providers meet your stated Ward's ability to exceed customer expectations is what differentiates Ward as the service goals or promises. leader in the fleet fuel management market. Ward has developed a comprehensive enhanced customer service program that surpasses customer expectations. Several key components of Ward's customer service program include: • 24/7/365 Support Team • Customer -focused metric program to measure response time, issue resolution, and overall customer satisfaction. • Customer -centric employee training program to ensure all employees have the tools and resources available to provide the highest level of technical customer satisfaction. • Capture customer needs and translate these needs into a comprehensive customer - focused program. • Frequent updating of technical documentation material and user manuals to meet customer priorities. • Go to Meeting and Go to Assist are two examples of utilized technology in customer communications. Exceptional best -in -class customer service supports Ward's ability to exceed our Sourcewell customers' expectations consistently. Ward's responsiveness and attention to customer support are reflected in the numerous accolades Ward has received from our many existing Sourcewell customers. This end -to -end customer approach is the underlying goal of Ward. Ward's customer care methodology and the underlying system are designed to quickly and effectively address any issues. Ward's total satisfaction goal is to ensure Sourcewell Members have the uptime performance their operation requires. All service calls to the customer care help desk are logged and routed to the appropriate department and assigned a case number. The Case Number is the Sourcewell Member tracking number for resolution and satisfaction. 32 Describe your ability and willingness to Ward has consistently demonstrated our ability and willingness to provide services and provide your products and services to products to our current Sourcewell Members through our existing Sourcewell Contract. Sourcewell participating entities. Through periodic internal Sourcewell review sessions, Ward employees are continually kept apprised of the many benefits Sourcewell provides to Sourcewell Members. For 50 years, Ward has proven our ability to provide our customers with reliable equipment, responsive support, and technical competency. Future focused, considerable resources are allocated to Product development of our IoT product line and software development that are redefining the industry. Ward also commits significant resources to advance Customer support with innovative support tools and technology, ensuring we continually provide best -in -class service. Ward has developed a partnership solution that will continue to provide Sourcewell Members with the most cost-effective solution and firmly believes we provide Sourcewell Members with the most advanced and effective fuel management solutions for value and savings. 33 Describe your ability and willingness to Ward has the ability and is fully willing to provide service to Sourcewell Member provide your products and services to agencies in Canada. Ward has previously provided our products and services to Sourcewell participating entities in Canada. Canadian fleets and will continue under the new Sourcewell Awarded Contract. 34 Identify any geographic areas of the United There are no geographic areas in the United States or Canada that Ward will not States or Canada that you will NOT be fully serve through the proposed contract. serving through the proposed agreement. 35 Identify any account type of Participating There are no Sourcewell participating entity sectors that will not have full access to Entity which will not have full access to Ward's solutions if awarded an agreement. your Solutions if awarded an agreement, and the reasoning for this. 36 Define any specific requirements or Ward has no specific contract requirements or restrictions that would apply to our restrictions that would apply to our participating entities in Hawaii, Alaska, or the US Territories. participating entities in Hawaii and Alaska and in US Territories. 37 Will Proposer extend terms of any awarded There will not be any Sourcewell participating entity sectors (i.e., government, master agreement to nonprofit entities? education, not -for -profit) that Ward will not fully serve through the proposed contract. Table 4: Marketing Plan (100 Points) Line Question Response* Item Bid Number: RFP 081524 Vendor Name: E.J. Ward