ATTACHMENT_-_Method_of_Approach.pdf

ATTACHMENT – METHOD OF APPROACH

1. The Offeror shall utilize a written narrative to demonstrate their ability to satisfy the Scope of Work requirements. The narrative should be limited to facts, solutions to problems, and plans of proposed action. At minimum, narrative response should address the following requirements:

a. Provide how the organization makes available Security Materials expertise to the least informed requestor.

Since this is a material only supply RFP the primary interactions between the customer and our team would be funneled through our Inside Pricing Team. This team works with customers and internal employees providing support in both pricing, ordering, product availability, and product application assistance. This team communicates with people of all different technical levels from novice to expert on a daily basis. As a company we take a consultative approach focusing on problem solving so regardless of the customers technical ability our goal remains the same which is to understand the problem/need and help provide a solution. Our account managers aid in this process as they often have a relationship with our customers and may have an intimate working knowledge of the facility and the products utilized. In order to assist in the communication DH Pace can setup a dedicated email address for the State of Arizona to use for material only parts orders which would then be funneled to our inside pricing team responsible for these requests.

b. Provide method of ensuring on-time delivery.

Material orders are tracked through our ERP system. If it is a stock item that is in our warehouse then we can create the customer order within that ERP system and process the order for shipment to the customer which would include tracking information. We can also make those items available for pickup at one of our facilities. If the item is non-stock and has to be ordered from a manufacturer then we will provide an estimated lead time based on current manufacturer standard lead times as well as provide an update with confirmed shipping information from the manufacturer as well as tracking information if available.

c. Provide trouble-shooting process for solutions addressing discontinued parts/systems.

We are adept at dealing with the challenges that can be presented by discontinued parts/systems. The majority of our business is centered around the service and installation of these various products and as such we experience the same challenges that your employees may encounter when trying to find the appropriate replacement for an old unit or system. We leverage our wealth of knowledge and vast experience along with our direct manufacturer partnerships and constant communication with those manufacturer representatives to find solutions or replacements for those discontinued parts/systems.

d. Provide how the organization makes available O&M manuals and programming manuals for Security

Materials or parts purchased.

O&M manuals are available directly to the end user through most manufacturers websites. For those O&M manuals that may require a specific login via an authorized dealer one of our staff members can access the manual and provide it electronically upon request.

2. Describe how your entire team will implement quality control throughout the ordering, delivery, and invoicing process.

The DH Pace Arizona team has decades of experience in providing products and services under similar such agreements both with the State of Arizona and with other public sector entities. Through those decades of experience we have built in different training tools, tracking methods, and audit measures which we believe enhance and maintain the quality of our services and their compliance. Part of our process is to establish dedicated contract resource templates and reference materials within our system. The use of these documents ensures compliance with the associated contract discounts. Additionally, the templates, which are customized for the contract, aid in the material order, delivery and invoicing process. Lastly, we establish “order flags” in our system that help us track and review orders by their respective contract so we can maintain compliance.

3. Describe how your organization tracks problem resolution responsiveness and end-user satisfaction in a quantifiable manner to ensure quality customer service.

One of the primary means in which we track end-user satisfaction is through our customer survey’s. We provide survey links and codes that elicit our customer feedback by individual order. This allows us to hear directly from our customers where we are performing well and where we have an opportunity for improvement. These customer survey’s are viewed each day by senior leadership within the region and company. Additionally, they are tracked in our workflow and any negative survey’s require a documented resolution with a system time stamp for response.

We measure aggregate customer service scores by location. We also measure Key Performance Indicators such as length of time to respond to a call, length of time to complete, length of time to invoice, length of time to order, etc.