Attachment_12_Escalation_and_Remediation_Process.pptx

SECTION J -- EXHIBIT 6

Problem Escalation and Remediation Process The Escalation and Remediation Process is based on AQM’s standard approach and has 3 levels The process is designed to resolve issues at the lowest level possible -- Starting at the local GTM level Operational chain of command should be informed throughout the process -- especially before the issue is escalated from one level to the next The process should be considered a formal contract compliance proceeding:

Issues must address quantifiable gaps in contractually obligated delivery of services The maintenance of thorough documentation throughout the process is required Its important to maintain a GTM “issues log” to capture performance concerns GTMs are encouraged to:

Resolve issues with the contractor at the local level (Level 1 GTM Problem Remediation) before escalating to the COR (VMO) and CO Reach out to and know your contractor’s counterpart and communicate with them Escalation rule of thumb:

1st and 2nd occurrences of the same problem should be handled at the local GTM level (Level 1) 3rd occurrences and persistent problems should be escalated to the COR (VMO) (Level 2) Security violations are an exception to the 3 times rule for escalating issues beyond Level 1 *VMO- Vendor Management Office image1.png