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Synovus employs several service standards to measure the quality of our service. We measure internally to ensure that quality standards are maintained and enhanced. P-Card and Virtual Card Implementation: The City of Sunny Isles Beach will be assigned an Implementation Specialist (IS) that will work with your program administrator(s) and designated personnel to roll out the cards. The IS is responsible for identifying the stepsof program development, assigning responsibility and managing the timeline and will guide and assist you, in setting up a commercial card program to mirror your existing program or modify as desired to streamline current processes and drive further efficiencies. The IS will introduce and manage the appropriate Synovus experts to the City’s team, as needs arise. An Account Manager (AM) with Synovus will also be provided to support the design, implementation, rollout of the program and guide the successfultransition. The AM will continue to work with the City to maximize the rebate opportunity, provide reviews against goals, support maximizing the benefits of the program, organize internal resources to support objectives, work with you to expand vendor enrollment and introduce new product and services. Upon notification of contract award, we will consult with the Cityto determine the necessary steps to address the account implementation requirements. The Implementation Specialists will first gain an understanding of your existing program to design the program to meet the defined objectives when converting the existing program. They will review current policies, procedures, card management, control features in place and share any industry current best practices. Once the account is established, physical cards (plastics) can be received in approximately 5 to 7 business days. Training and account setup (Business Rules, G/L Codes, Hierarchy, Workflow) can start immediately after the account is established. We utilize a project management methodology, including best practices, timelines, milestones, and use a defined management process. The IS will create a formal Critical Path Network (CPN) that states key delivery dates, and tasks to be completed. Both teams review and approve the detailed plan. The CPN will guide all activities, ensuring a timely and efficient program conversion. Virtual Card (Electronic Vendor Payments) Implementation: As discussed earlier in our RFP Response, Synovus offers a Virtual Card Program that can provide the Citywith a highly efficient, streamlined and secure way, to replace many of the checks that are currently being written to your suppliers. Your payables process remains the same and our dedicated team of implementation and enrollment specialists provide support and service throughout the life of your program. Supplier Enrollment and Onboarding: We will work closely with you to contact all approved suppliers on your behalf, educating them on all the benefits of accepting electronic payments and then enrolling them in the program. Customized enrollment letters will be mailed out and phone calls from our enrollment team will be placed to your suppliers. We support flexible supplier setup to capture the maximum amount of card spend, including both defined supplier accounts for recurring payments and undefined accounts for one-time and on-demand payments. Drawing on 20 years of enrollment experience, we’ll work with theCityto develop a clear strategy to maximize supplier participation. We also can load your chart of accounts into our APSolutions Technology Platform, for you as well. July 12, 2024Page 43 City of Sunny Isles Beach RFP 24-06-01 Banking Services - Synovus Bank Submission