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RFQ # 26-07-01 CONTINUING PROFESSIONAL ARCHITECTURAL AND ENGINEERING CONSULTING SERVICES (CCNA) <br />DISCIPLINE CATEGORY #4. ELECTRICAL ENGINEERS <br />54 <br />36. Notify the City's Project Manager. Critical complaints receive immediate verbal notice followed by <br />a same-business-day written summary. Other complaints are reported no later than the next business <br />day. The summary states known facts, interim action, potential scope/cost/schedule effect, investigation <br />owner, and next update time. <br />37. Investigate and correct. The PM assigns a qualified person who was not the source of the problem <br />when independence is needed. The team identifies root cause, options, corrective and preventive <br />actions, responsible party, due date, and any City authorization required. High-priority items receive a <br />target corrective-action plan within two business days. <br />38. Verify and close. SGM verifies the corrective action, confirms the result with the City's Project Manager <br />and the complainant when directed, records the closure evidence, and carries any lesson into standards, <br />checklists, or the next task order. Only the City's Project Manager or designated City representative <br />confirms City acceptance of closure. <br />COMPLAINT LOG AND GOVERNANCE <br />The active complaint/issue log will be reviewed in each progress meeting until all items are closed. The log <br />records notification time, status, root cause, corrective action, approvals, effect on scope/cost/schedule, <br />closure evidence, and preventive action. Trend review allows the Project Manager and City to identify <br />recurring conditions before they affect another assignment. <br />4.10 Performance Measurement and Continuous Improvement <br />SGM will use a concise task-order dashboard to convert commitments into visible performance. Measures <br />will be selected with the City and may include on-time milestone rate, schedule variance, forecast-to- <br />actual construction cost, estimate variance by phase, open comments by age, permit-comment cycles, <br />RFI/submittal turnaround, design-related change orders, complaint response/closure, and closeout <br />completion. At task-order closeout, Justin will review results and lessons with the City's Project Manager <br />and update the playbook for the next assignment. <br />Why this approach will succeed One accountable PM. Local electrical leadership. Scalable in-house <br />MEP/FP and technology depth. Budget and schedule controls at every milestone. Independent QA/QC. <br />Immediate City visibility into risks and complaints. Complete responsibility from field verification through <br />record drawings. <br />Severity Examples City Project Manager <br />Notification <br />Escalation / Action <br />Critical Safety or security threat, outage, code violation, major public effect, or imminent milestone or budget failure. <br />Immediate verbal notification; written summary the same business day. <br />Justin Mundell and Bobby Shahnami; containment and recovery led as a priority. <br />High Material quality issue, repeated service failure, significant schedule or cost exposure, or unresolved stakeholder concern. <br />No later than the next business day.Project Manager-led root-cause review; target corrective plan within two business days. <br />Routine Administrative, communication, minor service, or isolated noncritical concern.No later than the next business day; included in the status log until closed. <br />Assigned owner and completion date; Project Manager verifies closure.