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Section 1: Title Page and Forms TITLE PAGE

Residential Utility Protection Program Solicitation No: 172020 Pinal County Submitted by: Utility Service Partners, Inc., a HomeServe Company 601 Merritt 7, 6th Floor, Norwalk, CT 06851 Submission date: October 3, 2017 Proposal Contact: Ashely Shiwarski 724.749.1097

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OFFER AND ACCEPTANCE FORM

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ADDENDUM ACKNOWLEDGEMENT

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RESPONDER’S CHECKLIST

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COMPLIANCE MATRIX

The following guide indicates compliance to the requirements outlined in the Statement of Work.

Statement of Work Meet

Requirements

Comments/ Response Section

2.1 PROGRAM SERVICES AND COVERAGE

2.1.1.1. Coverage to Repair and/or replace damaged water and sewer service lines. 2.1.1

2.1.1.2. Any cost associated with investigative work related to the service. 2.1.1

2.1.1.3. Coverage to repair leaks, blockages and breaks due to normal wear and tear, defects in materials, root intrusion, temperatures and earth movements.

2.1.1

2.1.1.4. Cost of acquiring permits, if required. 2.1.1

2.1.1.5. Site restoration including backfilling, raking reseeding/ re-sodding as well as restoration of hardscape, landscape, driveways and sidewalks.

2.1.1

2.1.2. Contractor shall ensure all repair work meets State and local codes and is guaranteed for a least one year after the work is completed.

2.1.1

2.1.3. Contractor shall establish a network of Arizona-based reputable and reliable licensed professional contractors to perform utility repairs pursuant to the program.

2.1.4

2.2 ADMINISTRATION

2.2.1 Contractor shall handle all phases of administration including customer request for service and repairs, dispatching contractors, enrollment, billing inquiries and service cancellation.

2.2.1

2.2.2 Contractor shall handle all aspects of billing as well as collection of delinquent accounts.

2.2.1

2.3 CUSTOMER SERVICE

2.3.1 Contractor shall provide a toll-free telephone number for customer inquiries, application for service, customer billing and non-emergency calls during normal business hours, 8 am until 5 pm (MST), Monday through Friday.

2.2.1

2.3.2 Contractor shall provide customers with a toll-free emergency customer service telephone number available 24 hours-a-day, 365 days-a-year, with live staff for all emergency customer claims.

2.2.1

2.3.3 Contractor shall notify customer of expected response time by local service provider. Initial response time shall be within twenty-four (24) hours of initial notification.

2.2

2.3.4 Contractor shall finalize claims within two (2) weeks of initial notification. 2.2

2.4 MARKETING

2.4.1 Contractor shall be responsible for informing residents of program requirements and benefits.

2.4.1

2.4.2 All marketing materials and distribution timelines shall be approved by the County before distribution.

2.4.1

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Statement of Work Meet

Requirements

Comments/ Response Section

2.5 QUALITY ASSURANCE

2.5.1 Contractor shall provide service data to the County on a quarterly basis to include, at a minimum, number of service requests, successful repairs, services provided, value of services completed, contractors assigned to projects, and customer satisfaction levels.

2.3.1

2.5.2 Contractor shall provide a means for customers to submit comments and/or complaints regarding local service contractors with a rating system. Contractor shall provide quality assurance data to Pinal County Contract administrator quarterly to include number of customer complaints, their resolution, satisfaction rating, contractor involved, and other information crucial to quality assurance and control.

2.5.1

2.5.3 Verify and validate that service repair contractors complete repairs in accordance with Federal, State, and local laws.

2.5.1

2.6 REPORTING & ACCOUNTING

2.6.1 Contractor shall maintain all financial books, records, and documents in accordance with generally accepted accounting practices (GAAP).

Compliant

2.6.2 Contractor shall provide access and/or reporting of transaction data, including but not limited to revenues and commissions under this contract, financial books, records, and documents as requested by Pinal County Finance Department for auditing purposes.

2.3.1

2.6.3 Reports provided shall have ability to be viewed and exported to excel, word and/or PDF formatted documents.

2.3.1

2.6.4 Commissions, if applicable. Section 4

2.6.4.1 Contractor shall compile and report customer enrollment information to Pinal County Contract Administrator on a quarterly basis. This report shall include customer information and customer counts. The County desires online access to data and reports.

2.3.1

2.6.4.2 Commissions shall be paid on a quarterly basis within 15 days after the close of the month and shall be accompanied by a detailed commission report and signed statement of accuracy by authorized agent representative of Contractor. A late charge of five percent (5%) per month shall be assessed on all commission payments not made within the thirty (30) day period.

Compliant

2.6.4.3 A revenue and commission detail report shall be provided to Pinal County Finance after the close of each month’s business.

Compliant

2.6.5 The County shall reserve the right to have an independent party, of the County’s choice, perform any or all audits and examinations pertaining to the agreement.

Compliant

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Section 2: Capacity of the Responder

RFP-172020 Residential Utility Protection Program

Response Form 1 Capacity of the Responder

Pinal County Finance Department

31 N. Pinal St. Bldg. A

P.O. Box 1348 Florence, AZ 85132

Responder Name: Utility Service Partners, Inc., a HomeServe Company

1.1 Responder shall describe their company history including full company legal name, primary business location, years in business, number of employees, ownership structure, and website, if applicable.

The National League of Cities (NLC) Service Line Warranty Program is administered by Utility Service Partners, Inc., a HomeServe company.

HomeServe USA Corp. (“HomeServe”) has been in business since 2003 as the North American arm of HomeServe plc, a London Stock Exchange-listed company in the top 200 UK companies by market capitalization. HomeServe has over 850 employees and is headquartered in Norwalk, Connecticut. The company’s contact center is located in Chattanooga, Tennessee, and we have additional offices in Natick, Massachusetts; Canonsburg, Pennsylvania; Hammonton, New Jersey; and locations in New York including Staten Island, Farmingdale and Queens.

Websites: https://www.slwofa.com/ and https://www.homeserveusa.com

1.2 Responder shall describe their experience providing Public Home Warranty Services of similar size and scope. The narrative must thoroughly describe how the Responder has supplied expertise for similar contracts and must include the extent of their experience, expertise, and knowledge as a contractor for Public Home Warranty Services. Please include all experience within the State of Arizona.

Our mission is simple: “To free our customers from the worry of home emergency repairs.” And since 2003, we’ve been doing just that: providing homeowners across the country with affordable home emergency repair plans that offer protection from the high cost of repair bills and provide help for home emergencies, all with just one phone call.

We have 14 years of experience in all aspects of providing and managing water and sewer line repair service programs. Our more than 450 partnerships with municipalities and utilities of all sizes, demographics and system infrastructures give us unique insight in providing flexible program options that deliver on what is most important to our partners and the homeowners they serve.

Current program statistics

Over 475,000 active sewer line policies and over 1 million active water line policies In the past three years, we have performed over 250,000 water- and sewer-related repairs, saving homeowners over

$125 million in repair costs.

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Experience in product development

Anchored by a team that has a combined 100-plus years of experience in the insurance and direct marketing industries, our product development process establishes needs, capitalizes on our underwriting depth and knowledge, and marries those needs to our marketing and operational capabilities to deliver a product unique to your requirements. This product development process incorporates every department in the company to ensure that we are constantly creating the very best products at the best prices with the most coverage for each and every partner.

Experience in program integration

We understand that municipalities today are stretched very thin and need to deliver projects on time and with limited resources. Fortunately, we have the experience, resources, flexibility, and track record of delivering even the most demanding implementations on time, with minimal disruption.

Our experience across hundreds of partnerships ensures that we will execute the launch efficiently and effectively and in a manner that satisfies all stakeholders, including customers, media, and local government. Our integration process is led by experienced Account Management and Project Teams, who do the heavy lifting and guide you throughout the process.

Experience in operating a 24-hour call center

From our front-line employees to our CEO, the customer is at the heart of everything we do. We have a commitment to deliver the best experience possible to our customers, and our first-class Contact Center and Repair Management Group are critical parts of this equation.

We have two in-house contact centers with over 400 employees located in Chattanooga, Tennessee and Canonsburg, Pennsylvania. Within our contact center, the Repair Management Group is staffed 24/7/365 with agents ready to serve your customers whenever they need someone.

Contact center highlights: 400-person call center – US-based live customer service agents available 24/7/365 Handle over 1 million inbound calls and 1 million repair calls each year, with an average speed of answer of 35

seconds Agents are given comprehensive training and continuing education on new partners and products Average agent tenure is 2 years and 4 months – there have been 182 internal agent promotions Our Contact Center and Service Technicians have the ability to communicate with customers in over 300 languages

through Lionbridge, a leader in language service solutions Digital capabilities include click-to-chat, appointment confirmations, technician identification, and post-service surveys Comprehensive speech analytics platform utilized to determine customer trends and optimize agent performance 99.9% uptime requirement of our critical systems, monitored by the Cisco Call Manager Serviceability Real-Time

Monitoring Tool

Contact center recognition:

For the fourth year in a row, our contact center was recognized for exceptional customer service. We received 4 Gold, 8 Silver and 4 Bronze Stevie® Awards at the 11th annual Stevie Awards for Sales & Customer Service, as well as a “Grand Stevie Award,” recognizing the company as the third most honored organization in the competition that included 10,000 nominations from 60 countries. The Gold awards were:

Customer Service Department of the Year

Customer Service Management Team of the Year

Back-Office Customer Service Team of the Year

Front-Line Customer Service Professional of the Year

Silver and Bronze awards include Contact Center of the Year (Over 100 Seats); Best Use of Technology in Customer Service; Award for Innovation in Customer Service; Customer Service Complaints Team of the Year; and Relationship Management Solution.

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Take a tour of our Chattanooga facility! We welcome you to visit us in person, but if that isn’t possible, please take our video tour. Visit the links below to hear from our outstanding personnel about all aspects of how we service customers from our contact center.

Experience in contractor network management

Our world-class contractor network selection and management process is geared towards ensuring the highest customer satisfaction levels in the industry. As a testament to our success, we perform over 450,000 service calls annually and maintain a 98% post-claim customer satisfaction rating. This is made possible through the recruitment and retention of the very best contractors.

Dedication to local contractors and supplier diversity

The NLC Service Line Warranty Program (SLWP) identifies contracting firms using trade association directories, government registries of Certified Minority and Woman Business Enterprises, and partner input, if desired. Our Regional Operations Managers then recruit new contractors through a comprehensive vetting process, which includes, but is not limited to:

Comprehensive assessment for competence, quality, and customer service skills Evidence of the appropriate trade qualifications to provide a service within the communities served Evidence of licensing (including county and state licensing), bonding and liability, and workers compensation and

motor vehicle insurance Certification by the contractor that their employees are legally able to work in the US Drug screening and state background checks References from previous jobs they have completed for residential customers

Contractors who are accepted into the network must sign an agreement with the Program that stipulates performance standards, code of conduct, and more.

Experience in multi-channel marketing

Our in-house staff of over 50 marketing professionals has the most experience and expertise in the industry, consistently producing educational marketing campaigns and customer communication strategies that yield the highest customer participation rates (in excess of 30% with some partners), retention as high as 90%, and customer satisfaction greater than 98%.

Overview youtube.com/watch?v=gYQ85SSsuTE

Training youtube.com/watch?v=WWHoU8mBqX

Workforce youtube.com/watch?v=AO22yuYfUn8

Inbound youtube.com/watch?v=2KKKOAKbCYc

Contractor Ops. youtube.com/watch?v=_Lhj0Z3UVyE

Repair Management youtube.com/watch?v=TyDMQL7sFGA

Quality Assurance youtube.com/watch?v=UNw9WiqFmkk

WOW Customer Service vimeo.com/154041061

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Experience in delivering quality and continuous improvement

Our service delivery standards are arguably the most stringent in the industry, resulting in 98% customer satisfaction. As proud as we are of this achievement, we recognize quality is a never-ending pursuit, so we scrutinize every aspect of our business to ensure we are meeting or exceeding our commitments to our partners and their customers.

To ensure quality and continuous improvement, the keys to our competitive advantage, every employee’s bonus is tied to customer satisfaction and complaint reduction. We continually strive to improve all aspects of the customer experience. To this end, multiple metrics are assessed regularly and reviewed by the operational and executive leadership teams to make certain we are delivering exceptionally high standards. Metrics include:

48-hour post-claim callbacks Smartphone post-claim survey Third-party customer surveys Net Promoter Score (NPS) Reevoo independent surveys Voice of the Customer

Please refer to section 2.5 for details about these metrics.

Experience in Arizona

The NLC SLWP is the only program endorsed by the League of Arizona Cities and Towns (see letter below) and is offered in 24 municipalities in Arizona, including:

City of Avondale City of Phoenix Town of Florence

City of Benson City of Show Low Town of Fredonia

City of Coolidge City of Tucson Town of Jerome

City of Globe City of Winslow Town of Mammoth

City of Kingman City of Yuma Town of Miami

City of Maricopa Green Valley Council Town of Superior

City of Mesa Town of Cave Creek Town of Taylor

City of Nogales Town of Duncan Town of Thatcher

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1.4 Responder shall provide contact information for a minimum of three (3) public entity references who can comment on the company’s professional work in providing Public Home Warranty Services similar in scope to that of Pinal County. Responder must include name, title, facility, phone, fax, email, physical address, and number of years working with each reference.

Andy Squire Economic Development Specialist City of Tucson City Manager's Office City Hall, 4th Floor 255 W. Alameda P.O. Box 27210 Tucson, AZ 85726-7210 [email protected] Phone: 520-837-4094 Fax: 520-791-5198 Partner since 2014 Pier Simeri Director, Community Relations City of Avondale 11465 W Civic Center Dr. Suite 280 Avondale, AZ 85323 [email protected] Phone: 623-333-1611 Partner since 2012 Rachel Nicholas Utility Supervisor Town of Thatcher 3792 W. Pace St. Thatcher, AZ 85552-0670 [email protected] Phone: 928-428-2290 Fax: 928-428-7061 Partner since 2016 Justin Johnson Administrative Services Director City of Show Low 180 N. 9th St. Show Low, AZ 85901 [email protected] Phone: 928-532-4024 Fax: 928-532-4044 Partner since 2016

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1.5 Responder shall describe the experience and qualifications of the staff that will be assigned to the County’s contract.

Until the point of contract execution, your single point of contact will be Ashley Shiwarski, Senior Manager, Regional Water Team. In the context of our ongoing partnership, Monica Valera, Director of Account Management, and Jennifer Montanaro, Account Manager, will be assigned to the County’s contract.

Ashley Shiwarski is Senior Manager, Regional Water Team. She has a diverse background which includes customer service, financial sales, insurance, and education. In the past three years, Ashley has developed partnerships with over 90 municipalities, making the NLC Service Line Warranty program available and bringing peace of mind to their residents. She has also fostered relationships with multiple State Leagues across the country, including Arizona, Iowa, Maryland, Oklahoma, and Pennsylvania. Ashley received a bachelor’s of science degree from Robert Morris University.

Monica Valera is Director of Account Management for our water utility partners, responsible for the overall management of partner relationships and facilitating growth within those partnerships. Monica joined HomeServe in July 2010, initially working for two years in the Marketing department on both water and energy partner campaigns. She has over 10 years of experience in marketing and account management, working with partners in the utility, real estate, and online retail space. Monica received a bachelor’s of science degree from Southern Connecticut State University.

Jennifer Montanaro is Account Manager for our water utility partners, responsible for supporting partner needs and functioning as their advocate within the organization. Jennifer joined HomeServe in March 2015 following her time at Synapse Group, Inc. (a Time Inc. subsidiary), where she managed direct mail and digital marketing campaigns from conception to completion for partners in the airline industry and online retail space. Jennifer received a bachelor’s degree in marketing from the University of Connecticut.

The following additional personnel will assist in the management of the County’s contract:

Functional Area Name Title Years of Industry-Related

Experience

Account Management Michael Twardowski Vice President, Account Management

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Project Management Lead Karen Becker Sr. Program Manager 20

Customer Service Scott Van Stratten Sr. Director, Contact Center

Operations 25+

Customer Service Scott Weddle Director, Inbound Sales and

Customer Service 12

Billing Operations Brian Kehn Director, Billing Operations 15

Repair Management Nathan Shanlian Regional Operations

Manager 15

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1.6 Responder shall describe at least one (1) project success and one (1) project failure of a Public Home Warranty Services program to include how each experience improved or changed the Responder’s services.

Project Failure (transformed into a success!):

We have a partnership with the Town of Florence, Arizona. Florence customers living in manufactured homes were told they weren’t eligible; however, our program does cover manufactured homes as long as they have a permanent foundation. We were able to rectify this error by working with the Town staff and our contact center to update scripts to reflect the correct information. Additionally, we wrote a letter to the editor to inform residents, and we created a flyer for the Town office to distribute to interested residents. As a result, we received a commendation from the Town for our actions and we now have a thriving partnership.

Letter to the editor: Flyer:

Project Success:

The City of Tucson has been our partner since June 2014. It is a very successful relationship in many ways. We currently have 14,000 active customers in the city, and Tucson customers have saved over $1.2 million in repairs since the inception of the program. The success we want to highlight is their unique use of revenue from the program. The City wanted to devote all funds from the program to projects that were visible and that would benefit residents. They decided to utilize the revenue to upgrade public parks throughout the City’s six wards with new playground equipment and lighting. To date, over $500,000 has been generated by the program for the City of Tucson.

1.7 Responder shall submit the following financial information: (1) a current audited financial statement, report or a copy of a current federal income tax return and a Dun & Bradstreet report.

HomeServe’s audited financial statements since 2006 can be viewed here: http://www.homeserveplc.com/investors/results-centre/reports/2017.aspx

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Section 3: Method of Approach

RFP-172020 Residential Utility

Protection Program Response Form 2

Method of Approach





2.1 PROGRAM SERVICES AND COVERAGE

2.1.1 Responder shall describe in detail the home warranty product and service package(s) they intend to offer to Pinal County residents. (SOW 2.1)

The NLC Service Line Warranty Program offers the most comprehensive emergency repair plans for homeowners with no deductibles, service call charges, or pre-inspection required. Our plans are designed to provide the best value in pricing and coverage for customers. We are proposing the following services for Pinal County homeowners: Exterior Water Service Line

Locate, excavate, and repair/replace a leaking exterior water service line. Covered repairs include, but are not limited to: leaks, breaks, corrosion, blockages, root intrusion, and other types of damage (such as from temperature changes, earth movements) that impair or limit the intended function of the system. Coverage of wells is included.

Exterior Sewer/Septic Line

Locate, excavate, and repair/replace a leaking exterior sewer service line. Covered repairs include, but are not limited to: leaks, breaks, corrosion, blockages (due to fats, oils, and grease), root intrusion, and other types of damage (such as from temperature changes, earth movements) that impair or limit the intended function of the system. Septic coverage is included.

Both plans include restoration of ground surface features after excavation for service line repair, including filling, raking, reseeding, reinstallation of existing soft landscaping and shrubbery, and patching of paved surfaces

Cost and filing of permits, as required Any cost associated with investigative work related to the service Repairs performed by licensed contractors who will provide the best long-term solution for the customer’s issue Repairs made to adhere to state and local codes Repairs and/or replacements guaranteed against defects in materials and workmanship for one year

2.1.2 Responder shall describe monetary limits of coverage per year. (SOW 2.1) Exterior Water Service Line

Unlimited calls, with a limit of $8,500 per call, and unlimited annual coverage for the portion of the water service line from the meter pit or well casing to the external wall of the residence. There is no lifetime cap.

Exterior Sewer/Septic Line Unlimited calls, with a limit of $8,500 per call, and unlimited annual coverage for the portion of the sewer

service/septic line from the foundation wall to the main, which includes the lower lateral. There is no lifetime cap.

2.1.3 Describe customer contract terms, if applicable, and cancellation policies. Provide information on any waiting periods, if applicable. (SOW 2.1, 2.2.1)

Please see 2.1.1 for coverage details.

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The program offers simple enrollment via mail, phone or web, so customers may select the transaction method that is most comfortable and convenient. Customers can choose annual, quarterly or monthly billing and may pay by check, money order, direct debit/ACH or credit card.

There is a 30-day waiting period after enrollment before a customer can file a claim.

If at any time a consumer wishes to discontinue a plan, a simple call to our customer service center is all it takes. We promptly discontinue all billing and process any pro-rata refund that is required. Customers who cancel within 30 days of the effective date are issued a full refund.

2.1.4 Responder shall describe how they will establish an Arizona-based contractor pool as well as list any Arizona-based Contractors they currently utilize. (SOW 2.1.3)

We currently maintain a network of over 1,100 contracting firms throughout North America, employing thousands of highly qualified, rigorously vetted service technicians.

The NLC SLWP identifies contracting firms using trade association directories, government registries of Certified Minority and Woman Business Enterprises, and partner input, if desired. Our Regional Operations Managers then recruit new contractors through a comprehensive vetting process, which includes, but is not limited to:

Comprehensive assessment for competence, quality and customer service skills Evidence of the appropriate trade qualifications to provide a service within the communities served Evidence of licensing (including county and state licensing), bonding and liability, and workers compensation and

motor vehicle insurance Certification by the contractor that their employees are legally able to work in the US Drug screening and state background checks References from previous jobs they have completed for residential customers

Contractors who are accepted into the network must sign an agreement with the Program that stipulates performance standards, code of conduct and more.

We have over 30 contractors in Arizona including those listed below. We will work with the County to expand the network to include preferred local contractors.

24 Hr Valleywide Electric Do It Right Plumbing Inc Mr. Sunshine's Home Services, Inc.

3G Plumbing & Services Earthquest LLC N.J. Shaum & Son Inc. Electrical Contractors

A&C Plumbing Concepts Inc Elan Electric North Mechanical LLC

Alien Air Conditioning & Heating Etchart's Lakeside Plumbing Presidio Plumbing

All Star Refrigeration LLC John Madden Plumbing Inc Singletary Plumbing & AC LLC

Allied Plumbing Co. Johnco Plumbing Inc. TCR Rooter And Plumbing

Arizona All Service Plumbing LLC Journeymen Electric Inc. Truelove Plumbing Co. Inc.

Ats Electric Inc. Kartchner Plumbing LLC Tumex Corporation Inc. Dba Specialty Electric

C&H Plumbing Keith Pember Electric LLC Westar Plumbing Services

Carole Electric Mccloud Electrical White Mountain Heating & Cooling

Choice Air Conditioning And Heating Moon Valley Plumbing And Rooter LLC

2.1.5 Responder shall provide denial rate (SOW 2.1, 2.2.1)

While certain claims data is proprietary to our A-rated nationwide insurance underwriters, we can share that the average percent paid for both water and sewer lines is between 94% and 96%, with 4% to 6% denied mainly due to excluded parts or

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fixtures and acts of nature, depending on the type of service contract. Our service plans have the fewest exclusions in the industry and easy-to-understand Terms & Conditions.

We recognize the importance of a positive customer experience. In the event that the customer’s repair is not covered or a repair exceeds the coverage, we will notify the customer before performing the repair or replacement, and offer the customer the opportunity to use our network contractor to complete the job. Upon deciding to proceed, the customer will receive our more affordable, pre-negotiated service rates.

2.2 CUSTOMER SERVICE.

2.2.1 Responder shall describe in detail how customer requests for service and repairs, dispatching contractors, enrollment, billing, and service cancellation are managed. (SOW 2.3)

All phases of program administration, including customer requests for service repairs, enrollment, billing, billing inquiries, customer questions, dispatching of contractors and service cancellations are handled by the NLC SLWP.

Service Repairs and non-emergency calls For service repairs, customers are provided a dedicated toll-free number to reach HomeServe, managed by live agents 24/7/365. The Customer Service Team is available for routine inquiries Monday through Friday, 6am to 6pm MST and on Saturdays from 8am to 2pm MST. A caller who reaches our customer service line when it is not staffed hears a recording that provides our hours of operation. However, all lines have prompts that provide routing to a live agent in our Repair Management Group for emergencies.

Enrollment options and billing We offer simple enrollment via mail, phone or web, so customers may select the transaction method that is most comfortable and convenient. Customers can choose annual, quarterly or monthly billing and may pay by check, money order, direct debit/ACH or credit card.

Billing inquiries/cancellations The Customer Service Team handles customer applications, customer billing inquiries and other customer questions. At any time a consumer wishes to discontinue their contract, a simple call to our contact center is all it takes. We promptly discontinue all billing and process any pro-rata refund that is required. Customers who cancel within 30 days of the effective date are issued a full refund. The NLC SLWP will manage all aspects of billing and collection of delinquent accounts.

2.2.2 Responder shall describe in detail response time guarantees for initial service calls as well as guaranteed response time for dispatch to residential location:

After calling to report a home repair emergency, the customer receives a callback from a qualified contractor within one hour to agree upon a convenient time for the contractor to arrive at the home to execute the repair. Recent advancements in digital technology with our Repair Management Platform have reduced callback times to below 30 minutes and contractor arrival to under two hours in many instances.

The vast majority of claims are finalized within 48 hours.

2.3 REPORTING & ACCOUNTING.

2.3.1 Responder shall describe in detail reports available as part of this proposal including but not limited to customer enrollment and service reports. Please provide sample of reports. (SOW 2.5.1, 2.5.2, 2.6)

Program performance reports are provided to each partner though our online Partner Portal, accessible 24/7. A sample of standard reports is below. We will be happy to work with the County to address additional information of interest, subject to any limitations with respect to protecting proprietary information. Information to be reported will be confirmed during the partner integration process. Some of the data points reported on include:

Contracts and customer totals, available by contract type Enrollment channel details

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Service level metrics including number of service requests, successful repairs, details on services provided, value of services provided, contractor assignments and satisfaction ratings

Sample reports:

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2.4 MARKETING.

2.4.1 Responder shall describe in detail the marketing plan for this program. Describe logo format required for distribution. (SOW 2.4)

The NLC SLWP will be responsible for educational marketing to inform residents of program requirements and benefits. The County will be asked to approve all marketing materials and timelines.

We have a proven marketing strategy across over 450 partners that assures maximum customer participation throughout the term of the agreement. The following are key aspects:

Launch Communications

Initial marketing includes the execution of comprehensive communications about the partnership to the public and within each organization to minimize confusion and optimize understanding and acceptance of the program. The main activities are as follows:

Press release: Creates awareness and, if possible, gains coverage in local media Website: Banner installed on the County website links to program’s customer microsite County customer service reps/staff training: Informs them of the program, provides basic program information and

arms them with tools to address inquiries BBB notification: Builds awareness with local consumer organization on new program to assist them in responding

to inquiries Notify local government officials at the County’s discretion

Multi-channel program

We will work with the County to determine the appropriate frequency, but our experience indicates that customers typically prefer to be contacted every two to three months, with between four and six mail windows annually. Additional marketing channels can be added as applicable, all subject to County approval, including:

Digital (paid search, banner ads, microsites) Customer service referrals from your call center Others as desired, including email, paid search and social media

We know consumers have different preferences for how we communicate to them. The NLC SLWP uses a variety of media, including direct mail, bill inserts, brochures, fliers, postcards and web programs, and we offer response options via mail, telephone or website.

Logo format

The County logo can be provided as a high-resolution JPEG.

2.5 QUALITY ASSURANCE.

2.5.1 Responder shall describe in detail the method of gathering customer feedback and reporting data to the County. (SOW 2.5)

Measurement and reporting

To ensure quality and continuous improvement, the keys to our competitive advantage, every employee’s bonus is tied to customer satisfaction and complaint reduction. We continually strive to improve all aspects of the customer experience. To this end, multiple metrics are assessed regularly and reviewed by the operational and executive leadership teams to make certain we are delivering exceptionally high standards.

Quality assurance data will be provided to Pinal County on a quarterly basis that will include number of customer complaints, their resolution, satisfaction rating, contractor involved and other information crucial to quality assurance and control.

Please see below for a summary of our performance measures and methods:

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Reporting

Per the requirement of the RFP, we will provide service data to the County on a quarterly basis to include number of service requests, successful repairs, services provided, value of services completed, contractors assigned to projects, and customer satisfaction levels.

CSAT metric Description Current score

48-hour post-claim callbacks

We contact customers 48 hours after claim completion to solicit feedback and measure their overall satisfaction with the entire customer experience, from initial call through service completion.

98.6%

Smartphone post-claim survey

Customers are sent a text the second the contractor closes their job (usually right after they leave the customer’s home) with a one-question, two-click satisfaction survey.

4.7 out of 5

Third-party customer surveys

An independent research firm studies customers at all stages – those with one or multiple policies, those with and without a claim, those who have canceled or complained, etc. Based on this research, 96% of our members would recommend us to friends and family, and 98% are satisfied with the entire service experience.

96% would recommend

98%

completely satisfied

Net Promoter Score (NPS)

Customer loyalty metric asks customers to rank their likelihood of recommending companies. An NPS of 50 or higher is considered exemplary. Our NPS surpasses those of iconic customer service providers like Zappos, Mercedes-Benz, Apple and Amazon.

+84

Reevoo independent surveys

To ensure impartial feedback and complete transparency, we use Reevoo to allow customers to voice their uncensored opinions directly on our website and rate us on a five-star scale. Statistically, people are 10 times more apt to post a negative review than a positive one, but even with that caveat, our current Reevoo score is 4.2 stars out of 5.

4.2 out of 5 stars

Voice of the Customer

Each month, all senior managers and the CEO meet to review all the complaints we have received to date. We focus on complaints because, with our existing outstanding satisfaction rating of 98.6%, the best way to improve is through the reduction of complaint instances. All companies receive complaints, but our complaints are extremely low, especially relative to our volume.

Complaints per customer: .0037

Verification Our Regional Operations Managers will be responsible for verifying and validating that service repair contractors complete repairs in accordance with federal, state and local laws.

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Section 4: Cost/Commission

RFP-172020 Residential Utility Protection

Program Response Form 3 Cost/Commission




The Responder shall propose the Monthly Price per Customer and the Commission Percentage paid to Pinal County.

Water Service Line Coverage

Monthly Price per Customer $5.75

Pinal County Commission % $0.50 royalty per policy

Sewer Service Line Coverage



Water and Sewer Service Line Coverage



Any costs associated with Optional or Additional Coverage Services that have been proposed shall be listed. Additional pages may be added so long as they are clearly referenced in the spaces provided.

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Additional/Optional Coverage

Coverage Description Monthly Price per

Customer Pinal County Commission %

Internal Plumbing and Drainage

Coverage includes the emergency breakdown costs of repairing or replacing interior water service and drainage pipe materials, valves and other plumbing-related material, including unblocking, repair and replacement.

Unlimited calls, with a limit of $3,000 per call, and unlimited annual coverage for the interior plumbing and drainage lines. There is no lifetime cap.

$9.99 $0.50 royalty per policy

__Utility Service Partners Inc, a HomeServe Company,

Michael Backus, Chief Sales Officer

Firm/Individual

October 2, 2017

_________________________________________________

Authorized Signature and Date

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Section 5: Conformance to Terms and Conditions

RFP-172020 Residential Utility Protection Program

Response Form 4 Conformance to Terms & Conditions

and Statement of Work

Pinal County

Finance Department

31 N. Pinal St.

Bldg. A

P.O. Box 1348

Florence, AZ 85132


Conformance to Terms and Conditions

______Utility Service Partners, Inc., a HomeServe Company________________ have read, understand, and shall comply with all Terms and Conditions. Responders that accept the County’s Terms and Conditions and Instructions shall check YES to clearly indicate their acceptance. Responders who take exception to the County’s Terms and Conditions and Instructions shall check NO and clearly indicate their exception(s) and provide Responder’s suggested language.

__X___YES, I acknowledge that I have read and understand all Terms and Conditions and will comply in any resultant contract.

_____NO, I acknowledge that I have read, understand all Terms and Conditions and will comply in any resultant contract with the exceptions listed below.

Conformance to Statement of Work

____Utility Service Partners, Inc., a HomeServe Company___ have read, understand, and shall comply with the Statement of Work. Responders that accept the County’s Statement of Work shall check YES to clearly indicate their acceptance. Responders who take exception to any item in the Statement of Work shall likewise check NO and clearly indicate their exception and provide Responder’s suggested language.

__X___YES, I acknowledge that I have read and understand the Statement of Work and will comply in any resultant contract.

_____NO, I acknowledge that I have read, understand the Statement of Work and will comply in any resultant contract with the exceptions listed below.

Exceptions (If NO was checked to either Conformance to Terms and Conditions or to the Statement of Work, please complete the following)

Responders that take exception to any Terms and Conditions or Statement of Work requirements shall justify their exception and included proposed language. Additional pages may be added as long as they are clearly referenced in the spaces provided.

Please note that taking exception to any Terms and Conditions and/or Statement of Work requirement may affect your evaluation score. Both the number of exceptions and the severity of the exceptions will affect your score and your proposal may be deemed non-responsive. Any exception not contained within this section of the response form shall be deemed invalid and will not be considered.

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Responder shall cite the specific Term and Condition or Statement of Work requirement for which an exception is taken:

Responder’s justification for the exception:

Responder’s suggested change in language:

€¦ · 2.4.2 all marketing materials and distribution timelines shall be approved by the county...

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