Reso 2014-2264 - Laserfiche WebLink

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Service Coordination and Communication *%&waoW SAFETY•SERVICE•RESPONSE The Safeware Team organizes its projects much like a General Contractor assigning a Project Manager and a team of qualified individuals to streamline the process for meeting milestones and completing the tasks within a scheduled timeframe. The work required is integrated into a logical process as demonstrated in the following task oriented illustrations. All of the program steps are not required for a project but are included to assure completion of all necessary details. The Safeware Team strongly supports the preventive maintenance approach to extending the operating life of equipment. Many unscheduled interruptions in the critical operation of systems can be averted by the periodic inspection and adjustments by qualified technicians. Programs can be contracted to provide monthly, semi - annual, annual and combinations of inspections. Software upgrades can also be accomplished at these scheduled inspections. The Safeware Team has a full time service department and does not sub out any service work. Requests for maintenance or service are logged by the service /help desk on the "Service Request Form" and assigned to the technical service personnel trained on the system to be serviced. A scheduled time for service to be rendered is given to the requestor. A "Work Order" is given to the service personnel and a copy is given to the client listing the corrective action taken and parts required. Any loaner supplied is listed as well as any parts that have to be ordered and serves as follow up for receipt and installation of a replacement part. The Safeware Team maintains the Miami -Dade Public Schools' systems and is required to use their "Maintenance Service Ticket" for service. A copy is attached for the record. The Safeware Team also utilizes an Access Database relation to inventory control when dealing with Government contracts such as our shared database with our Miami Dade County Public Schools Maintenance Contract. The Safeware Team has established performance measures to ensure quality of service for our clients. As a part of our service department's standard operating procedures, The Safeware Team's clients are contacted to check the present operation of the system and to verify their satisfaction with the service. This procedure is performed at the close of each work week. Comments are entered at the bottom of the Service Request Form. This contact also provides the opportunity to suggest any upgrades or additions that may have been apparent during the service call.