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tSCTION S, PLANS Page9 IMPLEMENTATION PLAN PHASING APPROACH Our local team and our municipal division are well versed in Turn Key Parking Operations. We have successfully integrated, marketed, upgraded technology, provided stakeholder meeting, educational workshops as well as implementing an Informational & Customer Support Hotline fo• the public. Our knowledge and expertise in successfully transitioning from both City Operated (in-house) operations and from other parking operators is critical and our current client list demonstrates our ability to implement and execute our plans successfully. Our most recent success stories include the transition of parking programs in the City of Riverside and City of Newport Beach. Although one woild not consider parking attendant a typical customer service representative, it is critical that the parking management efforts still follow the strict guidelines of a true Ambassador Program. We have found that Premier Training yields outstanding results and have adapted the training principles of our hospitality subsidiary, USA Parking, via its USA Parking University, and with our recent merger with Standard Parking, Corporation, through their.Ston0ard University, are now responsible for our national training programs. OUr fulf-tirrie.trainers,.with over 60 ye ns of hospitality experience will. organize and.administer (raining to - ur Santa Ana "Team at least tw"rce a year. Training classes will consist of Aggressive Hospitality. Service Recovery, Cash Handling, Loss Prevention, Revenue Management, Relationship Building, City knowledge and much more. All training is based on American Automobile Association (AAA) Five Diamond Standards. These training sessions will be held our Costa Mesa offices near South Coast Plaza on the corner of Bristol and Sunflower. It is not enough to just look to the future, as a category leader we must help define it. Central Parking is accelerating in rnu- nicipal service contracts all across the county for just this reason. Through technological advances, national resources, and institutional best practices we have consciously focused on the desired contract deliverables of Exceptional Service, Reliability and Cost Effective Solutions for our clients. PERFORMANCE EXPECTATIONS AND EVALUATION Central Parking recommends meeting with the City representative on a weekly or monthly basis to review operations. To ensure a high level of client and customer satisfaction, we also recommend meeting quarterly to evaluate Central Parking's overall performance. At our City of Anaheim project, we meet once a week for an operational overview and meet quarterly for a thorough qualitative evaluation of our performance. A scoring system is used to gauge the performance of our team. Criteria for evaluation consists of categories including customer service, meeting financial thresholds, contract compliance, communication, cleanliness and maintenance. These quarterly meetings are extremely helpful for both the City and our team as it helps identify any areas that need improvement. As the Parking Services provider, Central Parking will comply with all given guidelines from the City and will only require the assistance from the City on matters that are beyond the scope of our contractual obligations. With that being said, we hope to establish an open line of communication with the City liaison. where a strong partnership can be formed. 25A-97