137-25 Exhibits to the Resolution for Extension of Contracts for IT Network Management Services - 2025 (002).pdf

• How do you handle implementing services across widespread, geographically dispersed facilities? • What options are available for implementation? Remote installations? On-site field engineers? 2.16 Industry Specific Experience: • How many government or higher education clients do you provide monitoring or security device management services for? • What reports are available comparing customers to peers and others in their industry? 2.17 Customer Satisfaction: • Describe your process and mechanisms for handling client inquiries and reported problems. • Describe how you measure and report client satisfaction, including frequency. • Describe how satisfaction deficiencies are addressed and resolved (in your service level agreement or elsewhere). • Provide your latest client satisfaction results. 2.18 Firm References: Provide three (3) client contacts that are accounts of similar size. The client references must be current customers and have at least one year of experience with your MNS service. Please include name, title, role on the contract, phone number (including area code and extension numbers) and e-mail address. Proposers are to provide this information as part of the Technical Proposal; however, TOWO will check references only of the clients of the shortlisted Proposing Firms. TOWO reserves the right to verify all information given if it so chooses, as well as, to check any other sources available including itself even if not provided as a reference by the Proposer. It is imperative that the contact names and phone numbers given for the contracts/clients listed are accurate. References will be held in the strictest of confidence by the Township. The contact person should be capable of speaking to a firm's capability in performing the services required. References will be held in the strictest of confidence. 2.19 Special/Unique Qualifications: Provide a narrative to elaborate on the special/unique qualifications and/or experiences of the Proposer and/or any member of its team, which make it uniquely capable to provide Network Managed services to TOWO. Special firm and/or individual expertise is to be included. 26