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There are a number of quality metrics for this type of work. Here is a list of just a few of them: <br />• <br />Number of successful problem resolutions on the first call <br />• <br />Average/min/max time on the phone with a customer each month <br />• <br />Average/min/max hold time for a customer to speak with the Help Desk <br />• <br />Average/min/max call depth <br />• <br />Average/min/max on-site response time for hands-on resolution <br />• <br />Average/min/max on-site repair time for hands-on resolution <br />• <br />Cost for hardware repairs on a monthly basis and trend analysis <br />• <br />Number of devices serviced multiple times in a given period <br />• <br />Web -based quality feedback mechanism from the user community <br />• <br />Trend analysis on calls to the Service Desk (going up or down) <br />• Many others <br />STG will collect these metrics and analyze them on a regular basis. We will be looking for a positive <br />trend over time starting with the 'as is' situation when this contract starts. <br />STG is dedicated to regular reviews of our processes and procedures to identify areas that require <br />improvement. Our management team is always looking for areas where we can improve and provide <br />our customers with the highest quality service. Many of our process improvement initiatives are <br />employee driven as a result of all employees being committed to providing the highest possible <br />customer satisfaction in all areas of our business. <br />F. Service Level Agreement <br />Is there a system of severity levels used to triage support requests? <br />Yes. See section C -Escalation Procedures above. Each call received by STG is given priority rating. STG <br />applies a Sev1-Sev3 rating to each call, Sev1 being the most severe. <br />Reflecting their commitment to SLA, does the Vendor pay refunds for missing service levels? <br />This is an excellent question and STG hopes that the City will place a significant weight to each vendor's <br />response. It easy to promise good service, but when asked to back it up with financial penalties most <br />companies won't do that. STG is willing to establish meaningful financial penalties for our failure to <br />provide the service as documented in this RFP. <br />Page 24 of 27 <br />Exhibit B <br />