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R2022-177 2022-08-08RESOLUTION NO. R2022-177 A Resolution of the City Council of the City of Pearland, Texas, awarding a kennel cleaning services contract for the Shari D. Coleman Animal Shelter and Adoption Center, to Ambassador Services, LLC, in the amount of $70,353.00 for the period of August 15, 2022 through August 14, 2023. BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF PEARLAND, TEXAS: Section 1. That competitive bids for kennel cleaning services have been reviewed and tabulated. Section 2. That the City Council hereby awards the bid to Ambassador Services, LLC, in the amount of $70,353.00. Section 3. The City Manager or his designee is hereby authorized to execute a contract for kennel cleaning services. PASSED, APPROVED and ADOPTED this the 8th day of August, A.D., 2022. ________________________________ J.KEVIN COLE MAYOR ATTEST: ________________________________ FRANCES AGUILAR, TRMC, MMC CITY SECRETARY APPROVED AS TO FORM: ________________________________ DARRIN M. COKER CITY ATTORNEY DocuSign Envelope ID: FEA01432-5010-4036-9BD6-F0D8CB197300 DocuSign Envelope ID: 293AF2F6-8C85-46CA-B309-E25F34756339 8/17/2022 | 8:40 AM CDT 8/17/2022 | 8:53 AM CDT DocuSign Envelope ID: 293AF2F6-8C85-46CA-B309-E25F34756339 DocuSign Envelope ID: 293AF2F6-8C85-46CA-B309-E25F34756339 DocuSign Envelope ID: 293AF2F6-8C85-46CA-B309-E25F34756339 DocuSign Envelope ID: 293AF2F6-8C85-46CA-B309-E25F34756339 DocuSign Envelope ID: 293AF2F6-8C85-46CA-B309-E25F34756339 DocuSign Envelope ID: 293AF2F6-8C85-46CA-B309-E25F34756339 DocuSign Envelope ID: 293AF2F6-8C85-46CA-B309-E25F34756339 DocuSign Envelope ID: 293AF2F6-8C85-46CA-B309-E25F34756339 DocuSign Envelope ID: 293AF2F6-8C85-46CA-B309-E25F34756339 DocuSign Envelope ID: 293AF2F6-8C85-46CA-B309-E25F34756339 DocuSign Envelope ID: 293AF2F6-8C85-46CA-B309-E25F34756339 DocuSign Envelope ID: 293AF2F6-8C85-46CA-B309-E25F34756339 DocuSign Envelope ID: 293AF2F6-8C85-46CA-B309-E25F34756339 DocuSign Envelope ID: 293AF2F6-8C85-46CA-B309-E25F34756339 DocuSign Envelope ID: 293AF2F6-8C85-46CA-B309-E25F34756339 WhZ,^/E'/s/^/KE /Es/dd/KEdK/;/dͿ IRU ,7% ,VVXHG0D\ 2))(5668%0,66,21'($'/,1( :HGQHVGD\-XQHE\30/RFDO7LPH 12/$7(2))(566+$//%($&&(37(' 5(63216(66+$//%( 68%0,77(' 72 %LGGRFXPHQW%LGGHUVVKRXOGXSORDGUHTXLUHG FRPSOHWHGGRFXPHQWV VLJQDWXUHOLQHVPXVWEH VLJQHGHOHFWURQLFVLJQDWXUHLVDFFHSWDEOH DV DWWDFKPHQWVXQGHUWKH³5HVSRQVH$WWDFKPHQWV´WDE RQWKHKWWSVSHDUODQGLRQZDYHQHWZHEVLWH,I VXEPLWWLQJE\KDUGFRS\ HOHFWURQLFUHVSRQVHLV SUHIHUUHG  5(63216(6 6+$// %( 0$,/('25 '(/,9(5('72 &LW\RI3HDUODQG $WWQ&LW\6HFUHWDU\¶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reeway Suite 200 Houston, TX 77060 John Kissamis Business Developmnent Manager 281-727-0147 713-265-7220 john.kissamis@ambassadorusa.com John KissamisPH kissamis@ambassadorusa John Kissamis x Event NumberITB 0522-15OrganizationPearland, TXEvent TitleDog Kennel Cleaning ServicesWorkgroupCity of Pearland TexasEvent DescriptionThe City of Pearland seeks compe%%ve bids for the cleaning services of 59 Dog Kennels at the Shari D. Coleman Animal Shelter facility for the Police Department. Cleaning is defined as the removal of urine, fecal ma,er and other organic material from the kennel environment. Cleaning should result in a visibly clean surface. Event OwnerNylia CarboneEvent TypeInvitation to BidEmailncarbone@pearlandtx.govIssue Date5/25/2022 07:43:35 PM (CT)Phone(281) 652-1670Close Date6/29/2022 02:00:00 PM (CT)FaxResponding SupplierCityStateResponse Submitted Lines RespondedResponse TotalMMKL Services LLCHOUSTONTX6/29/2022 01:26:40 PM (CT) 2$54,020.00Yes America Enterprises (Yes America Now, Inc)StaffordTX6/28/2022 12:57:08 PM (CT) 2$54,030.00Ambassador Services, LLCHoustonTX6/28/2022 02:01:01 PM (CT) 2$70,374.14A & A Cleaning ServicesPearlandTX6/28/2022 05:07:14 PM (CT) 2$98,416.50Please note: Lines Responded and Response Total only includes responses to specification. No alternate response data is included.ITB 0522-15 - Page 1 Confidential and privileged information Request for Proposal 06/29/2022 Submitted to: Submitted by: City Secretary, City Secretary CITY OF PEARLAND 3519 Liberty Drive Pearland, TX 77581 Phone: +1 (281) 652-1600 Email: citysecretary@pearlandtx.gov RFP No.: ITB 0522-15 Dog Kennel Cleaning Services John Kissamis, Business Development Manager Ambassador Services, LLC 11710 North Freeway, Suite 200, Houston, TX 77060 Phone: 281-727-0117 Main | +1 (713) 265-7220 Direct Email: john.kissamis@ambassadorusa.com Confidential and privileged information 06/29/2022 CITY OF PEARLAND 3519 Liberty Drive Pearland, TX 77581 City, Ambassador Services, LLC is proud to submit a proposal to CITY OF PEARLAND. We understand that nothing is more important than the health and safety of staff, visitors, and clients. From janitorial and disinfection services to floor care, landscaping, HVAC maintenance and more. We offer safe, reliable, and comprehensive facility and grounds maintenance servicesto businesses and governmental institutions across the state of Texas. In our years of experience servicing diverse industries, we’ve learned how to balance budgetary constraints with peace of mind,ensuring your facilities and grounds are well-maintained, secure, and on budget. Our company was founded in 2007 with a commitment to total quality management and driving long-term success by focusing on customer satisfaction and continuous improvement. With more than 100 years of combined leadership experience in the facilities maintenance and grounds management industries, we understand the unique challenges and protocols commercial buildings require. Find a sampling of some of our recent accomplishments and what you can expect from our leadership team: •Large footprint servicing a total of 395 properties and 20 million square feet maintained nightly •Capability and a proven track record of effectively managing a single account in the public sector amounting to 90 buildings and total facility size of 2.8 million square feet •#36 National ranking among Fortune Fastest-Growing Inner City 100 Businesses in 2019 and once again in 2021. “Fast 100” #47 ranking by the Houston Business Journal, 2021 •Hands-on leadership team offering immediate responsiveness to customers and transparency in communication •Maintains over a 92% customer retention rate over the last 8 years, along with a high employee retention rate •Privately owned and minority operated company with personal accountability Ambassador Services also invests in the communities we serve through donations, staff volunteering and pro bono services. We appreciate the opportunity to share our proposal includingour qualifications, methodology and costs. We’ve put a great amount of focus on being price competitive, in our efforts to deliver exceptional value to your organization. We look forward to working with CITY OF PEARLAND and welcome any questions regarding our proposal if any arise. Sincerely, John Kissamis Business Development Manager, Ambassador Services LLC 281-727-0117 Main | +1 (713) 265-7220 Direct | john.kissamis@ambassadorusa.com Confidential and privileged information Company Profile About Us Ambassador Services provides reliable, consistent service that gets the job done right while giving our customers the peace of mind to focus on their businesses—not their facilities or grounds. Our professional, resourceful associates are trained to be proactive in their service while ensuring proper safety guidelines are always followed. Ambassador Services was launched with a vision of adding extra care into everything we do. As experts in facility maintenance and grounds management, we understand that delivering consistent, high-quality service is key to building lasting partnerships. The business operates out of our central office in Houston, Texas and offers its services across the United States. Ambassador Services provides total Integrated Facility Maintenance Services you can count on to support seamless daily operations for your facilities, while protecting your infrastructure and capital investments, for a workplace experience to propel your business forward. OurServices •Janitorial/Custodial •Carpet and hard floor maintenance •Facilities maintenance •Parking lot sweeping and striping •Window cleaning •Pressure washing •Grounds control •HVAC Maintenance •Emergency responseservices •Green cleaning programs •Recycling programs •Staffing services 3 4 Confidential and privileged information Get to know us atAmbassador Services Ambassador Services has decades of experience in providing reliable facility maintenance and grounds management services. Our service programs are a solid and firm commitment to deliver exceptional facility and grounds maintenance performance with an attention to detail that exceedsyour expectations, as stated in our service level agreement. We offer more than just competitive pricing; we provide you with a sense of security and trust. Our associates go through an extensive background check and training process to ensure your facility is serviced at the highest standards, while focusing on every detail. The Ambassador Services difference At Ambassador Services, we strive to be the extension of your maintenance department. Our proven operational metrics, immediate responsiveness, and solid commitment to each and every customer set us apart. Proven track record for consistent qualityand timeliness Privately owned and operated company with personal accountability foreverything we do “Above and beyond” commitment to honoring our service-level agreements (SLAs) Larger footprint than most of our industry peers Immediate responsiveness to customers and transparency in communication Seasoned leadership with decades of combined experience progressive growth in operations Business philosophy From commercial janitorial/custodial services and floor care to landscaping and HVAC maintenance, our team of experts consistently delivers. Whether you’re receiving an immediate response to a call or taking advantage of our consultative expertise, we can help identify and meet your unique needs knowing that high-quality service is key to building lasting partnerships. 5 Confidential and privileged information Why Ambassador Services Our values Proactive, driven, resourceful When it comes to servicing our clients, our team members are proactive, driven, and resourceful. We’re mindful of our work, while operating with honesty and integrity. These values, combined with our strong work ethic, has gained us the trust of peers, management, and our valued customers alike. Our consultative expertise is among the best in the industry because AmbassadorServices listens to our clients’ needs and guides them toward the most effective service solutions. Our vision Eco-innovation We’re not only focused on growth, but also on making an even greater commitment to innovation and sustainability by employing the latest technology and reducing our eco footprint. We establish long-term partnerships, and our dedication to our clients and ouremployees will always come first. Our approach Safety and transparency We offer reliable, consistent service, allowing you to focus on your business priorities while we take care of the rest. Our approachable, resourceful service team receives extensive procedural and safety training, going above and beyond to service your facilityand grounds to the highest standards. You can also count on our business team to deliver transparent metrics and reporting,so you always know exactly how we’re doing. Company Values — Our culture and employees Our CEO, Alexander Melgar, started his career as a janitor. Early on, he learned the power of nurturing growth within himself and others.As he began managing his staff, he realized the need to share the company’s vision so they could all feel part of something greater than themselves. He knew when people have an opportunity to contribute to a mission worth pursuing, not only will they stay, but they will also grow together as a team. At Ambassador Services, everyone is treated with respect. We’re a team of ingenious, open-minded individuals. Our open-door policy has served us well in the past and continues to offer a pipeline for some of the most brilliant ideas from employees at all levels. We encourage teamwork. Inclusiveness and collaboration are paramount to driving our consistent growth over the years. 6 Confidential and privileged information Company Milestones Timeline Ambassador Services, LLCis founded Alexander Melgar joins thefirm in the capacity ofChief Operating Officer,COO Acquired CSA, CleaningServices of America 2007 2010 2012 2013 2014 Marks national coverage,expansion outside ofTexas Acquired two carpetand floor maintenancecompanies,establishing our floorand carpetmaintenance division Expanded into thepublic sector space Inner City 100 Fortune’s FastestGrowing Company #36 nationalranking honorees. Expandedinto landscaping and groundsmaintenance services Inner City 100 Fortune’sFastest Growing Companyand the 47th ranking “Fast100” Companies list by theHouston Business Journal 2016 2018 2019 2020 2021 Alexander Melgar becamethe organization’s ChiefExecutive Officer, CEO Company widetransformationincluding the roll-out ofour new brand Our Services Custom service programs that cut costs Ambassador believes that every service program should be customized around your specific needs, schedules, and demands. We begin every partnership by learning about your needs and goals, and our team will tailor a solution that best fits the needs and preferences of your organization. Our Services include: •Janitorial and Custodial •Floor Maintenance and Refinishing •Carpet Cleaning •Emergency Response Services •Water Extraction and Fire Restoration •Disinfection and Decontamination •HVAC Maintenance •Parking-lot Sweeping •Window Cleaning •PressureWashing •Landscaping Design and Maintenance •Lawn Mowing and Maintenance •Shrub and Tree Installation •Topdressing •Seeding and Fertilizing •Sports Field Management •Irrigation System Installation, Repair and Maintenance •Seasonal Color Facilities we serve include: •Hospitals and Healthcare services •Government entities •Educational institutions •Houses of worship •Financial institutions •Office buildings •Manufacturing •Industrial plants •Warehouses •Airports •Auto dealerships •Retail/Shopping centers •Food and beverage facilities •Entertainment facilities •Amusement parks •Gyms/Health clubs •Country clubs •And Many others 7 8 Confidential and privileged information Professional industry associations Community involvement Ambassador Services understands the importance of giving back to our community. We highly encourage supporting causes that our customers are involved in, and we’ve been supporting our own for many years, including: •ToysforTots •Avance Schools •Habitat for Humanity •Sugar Land First United Methodist Church Awards and accolades Over the last five years, we have earned the #36 national ranking among Fortune’s Fastest- Growing Inner City 100 Businesses back in 2019 and once again in the year, 2021 We’ve recently made the 47th ranking “Fast 100” Companies list by the Houston Business Journal, 2021 Recognized as a Premier Service Company by The City of Houston 2011–2015 10 Confidential and privileged information Leadership Team Profile We have assembled a team of some of the most experienced, hands-on leaders in the facility maintenance and landscaping management industries on our operations side, paired with talented functional management from diverse sectors such as technology, manufacturing, and professional services. Alexander Melgar CEO Alexander Melgar is an accomplished services industry executive with a proven track record for leading high-performing organizations to exceptional growth. He joined Ambassador Services in 2012 in the capacity of Chief Operating Officer after more than 18 years of progressive responsibility in the janitorial services industry. Since then, he’s merged three companies, streamlining operations and reducing costs while improving customer satisfaction. Mr. Melgar has led the organization to revenue growth of 157% over the last five years while maintaining a 92% customer retention rate. He holds a bachelor’s degree from the University of Houston with a concentration in management and operations and is a graduate from The Stanford Entrepreneurship Initiative Executive Program. Carlos Telles Managing Director Carlos Telles is an operations dynamo. With 16 years of industry experience, he’s been leading the overall operations at Ambassador Services with a keen interest in fostering innovation. Training and development of services personnel is one of his key strengths—he’s always ready to roll up his sleeves to guide the team. Equally important is his consistent track record for delivering exponential business growth, which has earned him the respect and admiration of many in the organization. Mr. Telles is passionate and decisive when it comes to meeting the needs of our customers while supporting our associates day in and day out. 11 Confidential and privileged information Artemio Garcia Director of Finance A proud graduate of the University of Texas at Austin, Artemio Garcia received a Bachelor of Business Administration in finance and a bachelor of arts in economics. His solid education combined with more than 13 years of experience in his field makes our Director of Finance an invaluable asset and the go-to person for many in the organization. Years ago, Mr. Garcia set his professional sights toward business development and accounts receivable financing. Currently, his work is centered around in-depth labor analysis, supply analysis, and departmental budgets. His keen attention to detail is paramount in creating financial reports and forecasts to support our fast-growing business. Gene Gattis Director of Operations Gene Gattis brings more than 30 years’ experience in the facilities maintenance industry to Ambassador Services. His proven track record of consistently maximizing value to both internal and external stakeholders exemplify his understanding of how service providers act as partners to businesses they support, sharing common goals and expectations. Not one to shy away from challenging environments, Gene’s pragmatic leadership helps ensure the field operations group thrives in any setting. With a focus on understanding every client’s business objective, he holds his team to the highest quality and service delivery standards. Gene’s extensive managerial experience lends an operations-centric view to our leadership while ensuring our teams work seamlessly with every business we service. 12 Confidential and privileged information John Kissamis Business Development Manager Mr. Kissamis has more than 20 years of senior management experience, 18 of which comprise a progressive track record in the facility management industry. He has a knack for understanding clients’ priorities and developing programs to fit those needs. Mr. Kissamis has managed and staffed single facilities as large as 100,000+ square feet and holds certifications in health care facilities and educational institutions. Last but not least, he’s a proud graduate of the University of Houston, where he earned a bachelor’s degree in business management. 13 Confidential and privileged information Staffing Procedures Planning for a stable workforce Ambassador Services is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, sex, sexual orientation, gender identity, religion, age, color, veteran’s status, disability, or ethnicity. We are committed to hiring and retaining the most qualified personnel for each facility. Our initial screening process, employee incentive programs, training, and management programs attract talented individuals who take pride in their work. Selection process We’re keen on recruiting, screening, training, managing, and retaining exceptional people that contribute to high-performing teams and deliver an amazing customer experience. Recruiting •Social Media, Online Job Boards, Newspaper and Radio Ads, Workforce Commissions •Networking and Employee Referrals •Onsite and External Job Fairs •Streamlined Recruiting Process with Applicate Tracking System Screening •National, state & county criminal background checks •Pre-employment, Post Accident and Reasonable Suspicion Drug testing •Bi-Annual Motor Vehicle Records check •Fingerprinting (available when required) •Fingerprint Applicant Services of Texas (FAST) •Work style and Personality Test (supervisory and management) Retention Ambassador Services has several initiatives in place to promote its retention efforts: •Thorough and consistent hiring practices •Experienced supervision and coaching •Goal setting, performance management and benchmarking programs •Personal development opportunities and internal promotions •Recognition and incentives •Training and development •Employee satisfaction surveys and exit interviews •Competitive compensation and excellent benefits, including health, dental, vision, and life insurance 14 Confidential and privileged information Personnel training and methods We can’t expect new employees to be experts. At Ambassador Services we make a conscious effort to train, coach, motivate, and encourage our employees to reach their full potential. Employees are empowered to carry out our plans and directives and control the quality of their work. Well-trained, competent employees who are given the opportunity to do what is right, are the cornerstone of a successful operation. All Ambassador Services employees undergo an initial on-boarding program and on-site training designed to set our employees up for success. During the on-boarding and training program our employees will be trained in multiple areas of the business. The program includes facility maintenance practices and step-by-step operational procedures for all the equipment and supplies they will use. In the grounds management side, our training program coversindustry standard landscaping techniques, and the safe use of landscaping equipment and substances to care for diverse grounds. Our associates are evaluated on the basis of their attitude, dependability, quality of work, and productivity. Some of these tools include: •Scripted Standard Operating Procedure •Standard Operating Procedures, SOP handouts •Step-by-step demonstrations We ensure associates understand andadhere to their learnings through: •Knowledge assessments and certifications •Skills checklists •Visual observations •Quality inspections •Customer feedback On-boarding and training categories •Orientation program - Personnel manual review – Probationary period – Property security and reporting – Safety awareness – Customer property – Customer relations •Management & development •Supervision and quality control certification •Human resources counseling certification •Safety at work site certification •Operational Trainings – Hazard communications – Asbestos awareness – Quality control – Job Task – Chemical safety – Equipment safety – Basic first aid – Blood borne pathogen safety 15 Confidential and privileged information Operational Structure Account management We take pride in delivering on our great customer experience promise starting with responsive account management. We leverage a task priority system to help with tracking service performance and timely progress reports. We also document inspections and enable clients to access our online portal for full reporting. In addition, customer surveys and Quarterly Business Reviews (QBRs) help keep communication channels open to address any concerns, no matter how small. Key Performance Indicators (KPIs) include inspection overall ratings, issue and response time and consistent service delivery. Dedicated team to your project Business DevelopmentManager Director of Operations Project Manager Responsible for determiningclient’s facility needs andoutlining the scope ofwork, staff requirements,recommended cadence ofservice and overall cost of project. Ultimately responsible ofaddressing client’s concernswith full authority to adjustprocesses and modifyprocedures catering to ourcustomer’s needs. Client’s first point of contact,accountable for meeting ourservice-level agreement andensuring total customersatisfaction. Account Coordinator Supervisors Team Leads Technicians Office-based liaisonresponsible tosupport operationswith day-to-day duties andresponsibilities,prompt elevationand issue resolution. Responsible for thecoordination of ourstaff, performingregular inspectionsand reporting anyissues to the projectmanager. Responsible foroverseeing a team ofassociates andaddressing any staffor circumstancesto ensure servicecontinuation. Actual field serviceteam membersresponsible forcompleting thetactical work asassigned. 16 Confidential and privileged information Operational Procedures Transition planning Our transition planning process will begin by immediately tackling team formation, ordering equipment, ordering small tools, as well as account organization, while providing live update(s) to clients. We understand that those can be some of the most crucial and time sensitive priorities to address. Our standard pre-startup plan includes seven critical phases for the success of an implementation. Team formation During this phase our designated team will visit with your team, methodof communication will be established, and the process of implementationwill be described to the participants. Discovery and documentation Ambassador Services team will meet with our new client’s staff to tour the areas tobe serviced. We will document any areas of concern, limited-access areas, and thoserequiring particular attention. Our management team will draft a customizedtraining program and assign service areas accordingly. Recruitment Our Human Resources department initiates the process of recruiting additionalmembers of the team. All members will undergo a rigorous screening process,including national background check, licenses, and certification verification. On-boarding and training New team members undergo our standard training and certification program,along with completing additional instruction specifically catering to your facilities. Procurement of equipment & supplies Our operations team orders and applies logistic of delivery of material and equipmentrequired for the performance of the services. All equipment and material will bedelivered at job site labeled, and ready to use prior to the start-up. Pre-start up walkthrough Ambassador Services to meet with client’s team one last time before the start-upday. The goal of that discussion is to ensure that any areas of concern aredocumented. They will also cover the logistics of parking and access to the work area. Start-up date Additional supervisory support will come onsite, training leads will inspect allserviced areas to confirm services meet requirements. 17 Confidential and privileged information Performance Measurement During our performance measurement phase, we hand out surveys, enact a quality and safety audit and run a project implementation check off with your feedback in mind. If/when issues arise the operations supervisor should be notified promptly of your concerns. They will document it in our internal systems and work back with the team to address them. Managerial personnel at the site and corporate will have system visibility to those areas of concern and will be supporting the team and tracking timely progress. Our approach to resolving issues is through a consistent observation of the steps below: •Gather information •Analyze the issue and identify root cause •Developa correctionplan, andissue prevention Commitment to quality •Communication with all parties involved •Implementation •Validation or incorporating any adjustments needed All of us at Ambassador Services firmly believe that the race for quality has no finish line. We understand that quality assurance is a key component to the success of our programs and instrumental in earning your trust. Our assurance and inspection program integrates three key elements to continuously monitor and report our job performance: •Comprehensive walk-through with computer generated inspections •Customer satisfaction surveys •Quarterly business reviews We sincerely value our customer relationships and employ quality assurance and inspection programs throughout the life of each of our service level agreements. In addition, we foster transparency at all levels of the business, and our clients always have access to metrics and thorough reporting. Comprehensive inspection plans Our team of supervisors perform a daily walkthrough of all serviced areas. They captureo utcomes in an electronic inspection system, enabling our managers to guarantee your space has been serviced according to specifications. Detailed reports are shared daily with our customers via our electronic portal. We also provide clients with a monthly survey including detailed inspections of all serviced areas. 18 Confidential and privileged information Safety and Security We know nothing is more important than the health and safety of your staff and visitors. Our personnel are trained and tested on full lockdown procedures to prevent exterior access to facilities they’re maintaining, day or night. Our recruitment process includes national, state, and county- level criminal background checks, drug testing, motor vehicle records check, and fingerprinting where required. We always hire locally to help ensure our associates are community-friendly, and our service team receives extensive procedural and safety training and goes above and beyond to service your facility to the highest standards. You’ll know when members of our crew are around as they will be easily identifiable with an Ambassador Services company badge and logged uniforms. Uniforms and badges A first impression has the potential to make a lasting one. That’s why Ambassador Services is committed to ensuring our associates maintain a professional appearance. All field employees are required to wear professional uniforms, such as shirts, polo shirts, buttoned shirts, smocks or aprons and shirts and hats with refraction tops. Ambassador Services takes every step to ensure the safety of our employees and buildings we service. Every employee will receive an identification badge the first day of employment. Badges will have the following information on it: •Employee’s name •Employee’s title •Employee’s picture Ambassador Services can provide a sample badge upon request. 19 Confidential and privileged information Emergency response and disaster recovery Getting thrust into an emergency situation is challenging enough even when you do have a plan in place for mitigating it. Not having a plan will make it even more difficult to navigate uncertainty. Remaining organized and communicating clearly are essential steps in making it through an emergency. Establishing a disaster plan Disasters can quickly derail all but the most carefully prepared organizations. As your service provider, we ensure that our response is as controlled as possible, our centralized communication enables us to act in a swift and effective way for a wide range of challenging circumstances. As part of our standard services, we’ll create a disaster plan for your facility before an emergency arises, to enable you to maintain business continuity for as long as possible. This plan includes: •A Memorandum of Understanding (MOU) outlining how we will operate in a disaster and detailing what processes and supplies are required to do the job right •A command center for central communication •An established hierarchy of priorities and actions •Clearly identified cross-functional teams •Inventory and resource lists readily available for distribution to teams •Sensible, thorough plans that lead to quick actions and efficient results Ambassador Services understands thevalueof a dependable partner. On a daily basis we go the extra mile to support your business. Our dedicated Emergency Response phone line offers 24/7 coverage should an emergency arise. You will also be provided direct line contacts for the Account Coordinator and Project Manager. Our customer support staff operates the phone lines after business hours. All customer support staff is trained to assess any issues that arise and direct messages to the appropriate project manager and supervisors. In the event of a disaster, our call center personnel will escalate the handling of maintenance support as needed from the Project Manager, and ultimately through the Director of Operations. 20 Confidential and privileged information Our Technology Facility management software and inspections Technical overview We have been leveraging diverse online tools and resources to manage business data requirements.In addition, we stay abreast of the latest technologies through active participation in industry associations and regular vendor consultation on new equipment, innovative products and supplies. Facility Management Software You can also count on our business team to deliver transparent metrics and reporting, so you always know exactly how we’re doing. Ambassador Services utilizes a web-based program to manage quality control. There are eight key areas we focus on: •Inspections •Mobile surveys •Work orders •Job scheduling •Service requests •Reports •Time tracking •Inventory We use advanced software tools to help ensure efficient operations, including: •Electronic inspections with image capture •Submit tickets, track progress through resolution •Time and attendance monitoring New clients are introduced to the technology through training sessions. The training will enable customers to navigate the system and access any relevant information to meet requirements. Device-based inspection system is tailored to the scope ofwork by group and site. A core sampling is taken on every visit by the route supervisor to include deficiencies and has the functionality of photographic input to document performance, both positive and areas for improvement. The data is then analyzed by task type to identify additional training needs in the field, as well as deficiencies for corrective measure. The system will isolate to specific areas. Access site-specific information and data reporting on the number of employees onsite, work completed, timing of staffat your site, employee details, timecards, employee licenses &certifications, and more.