ERIC DEMPSEY ARCHITECT, LLC Bid Document (20)

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A P P R O A C H & M E T H O D O L O G Y Complaint Handling & Client Communication How a concern reaches us. Complaints and concerns — from the City’s Project Manager, from a resident, from a contractor, or from a permitting reviewer — come to one place: Eric J. Dempsey, the Principal-in-Charge, at 561-889-0350 or ericj@dempsey-design.com. There is no intake queue and no account manager. Any concern received in writing is acknowledged in writing within one business day, whether or not it can be resolved that day, with a named owner and a date by which a substantive response will follow. How it is worked. The Principal reviews the concern against the contract documents and the project record before responding, so the first substantive reply is factual rather than defensive. Where the issue is ours, we say so and propose the correction . Where it is not, we say that too, with the documentation attached. A proposed resolution and its schedule or cost implication are issued to the City’s Project Manager for concurrence before anything is implemented. Escalation to the City’s Project Manager. Anything affecting cost, schedule, code compliance, or public safety is escalated to the City’s Project Manager immediately on discovery — not held for the next scheduled meeting. Escalation is always in writing, always includes a recommended course of action, and is confirmed by telephone the same day for any item touching safety or a permitting deadline. Items are closed only when the City’s Project Manager confirms closure in writing, and every closed item is logged so that the underlying cause is addressed on subsequent task orders. Standard communication cadence. A written progress note weekly through design; a Gateway Review at each phase completion with the owner present; weekly site meetings and written field observation reports through construction administration; and a single point of contact throughout. In practice. On Urban Roast, a mid-design change of building ownership put the operator, the incoming landlord, and the consultant team briefly out of alignment. Direct principal-to-principal conversation with all three parties — rather than correspondence routed through staff — re-established a single agreed scope and approval path within the reserved float. R E S P O NSE C O MM I T M E NT S CO MP L AINT HA ND L IN G & COM M UN IC ATIO N F LOW S I N GL E P O I N T OF CON TAC T Eric J. Dempsey, AIA Principal-in-Charge 561-889-0350 · ericj@dempsey-design.com Responds to RFQ # 26-07-01, Section 5, Item 4 — Approach / Methodology (complaint handling and client communication). Same day — telephone contact on any safety or permit-deadline item– 1 business day — written acknowledgement of any concern received– 3 business days — substantive written response with proposed resolution– On site within 24 hours — at the City’s request, in Sunny Isles Beach– Written closure — items closed only on the City Project Manager’s written confirmation – DEMPSEY DESIGN CO MPL AINT HANDLING · RFQ # 26-07 -01 PAGE 8 0 OF 113←→↑APPROACH