Laserfiche WebLink
1 ' 1 1 11 <br />1 Frei rall-U1112 sit] I I I 11M III id to] RM [M r# <br />ii. How would a service request be closed out? <br />When a call is completed, the technician will notify the appropriate/designated City of Santa Ana <br />personnel via the approved method (you let us know whether that is via email, phone call or personal <br />visit). When the City personnel agree that the problem has been resolved, then we will close the call in <br />our system and with your Help Desk. If the City personnel to do not agree that a problem has been fixed <br />to their satisfaction, then we continue to work on the issue until it is completely resolved. <br />When the City approves, then our on-site technician will notify STG, detailing all of the work that was <br />done and the parts used, so that our Dispatchers can enter the information in our Service Order records. <br />In the event that the City of Santa Ana should decide in advance of work being done that it wishes to <br />cancel a service request, a call to STD's service desk will be all that is necessary. <br />B. Help Desk (ref: section 2.2.2) <br />i. Explain the Vendor's held desk service strategy. <br />STG operates a Service Desk, since we are in the business of servicing our customers. Our strategy in <br />establishing our Service Desk and operating it around the clock is to provide the best support possible to <br />our customers in the shortest period of time. To do that, we have put some of our best and most <br />experienced technicians on the Service Desk and that is who the City will primarily communicate with <br />regarding the problems that are encountered. <br />The implementation of this strategy results in shorter wait times for our customers and each problem is <br />assigned to a Service Desk member who 'owns' that problem until it is resolved. This means each <br />communication with the City will be moving the issue toward resolution, since the Service Desk analyst <br />from STG will have all of the prior knowledge about the service request from the very beginning of the <br />issue. This is in sharp contrast to other company's implementation of a Help Desk where the customer <br />is the only point of continuity and the customer often finds themselves explaining to the Help Desk what <br />steps have already been taken to resolve a particular issue. <br />The STG outlook on servicing our customers is we do what needs to be done in accordance with our <br />customers' timeline and schedule. For example, the City will set the severity of each service request. <br />The City can also specify when the most convenient time would be for our local technician to come on- <br />site and complete the repairs. Our strategy is that we put the customer in the driver's seat and we take <br />direction from you, which we think is the way it should be. <br />Page 12 of 27 <br />Exhibit B <br />