SRS Engineering, Inc. Bid Document (4)

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4. APPROACH/METHODOLOGY 63SRS Engineering, Inc.• RFQ No. 26-07-01 4. APPROACH/METHODOLOGY _______________ HOW COMPLAINTS ARE HANDLED AND BROUGHT TO THE ATTENTION OF THE CITY’S PROJECT MANAGER SRS treats every complaint, whether it comes from a resident, a business, a contractor, a City department or an agency, as a documented item with an owner and a closure date. The protocol is: RECEIPT AND SAME-DAY ACKNOWLEDGEMENT: Any complaint reaching any SRS staff member or field inspector is logged in the project complaint log with the date, time, source, contact information and a factual description, and is acknowledged to the complainant the same business day. IMMEDIATE NOTIFICATION OF THE CITY: The SRS Project Manager notifies the City’s Project Manager by telephone and email within one business day. Anything involving safety, property damage, loss of access, water service, or a resident’s health is reported immediately upon receipt, not the next day. INVESTIGATION: Field verification is performed, photographs and measurements are taken, and the relevant contract documents, inspection reports and correspondence are reviewed. Where a contractor is involved, the observation is documented in writing to the contractor. RECOMMENDATION: SRS provides the City’s Project Manager a written finding stating what was observed, the likely cause, who is responsible, the recommended corrective action, and any cost or schedule impact. SRS does not direct corrective work or authorize any change in services or time without the City’s prior written approval. CLOSURE AND REPORTING: The log records the resolution and the date closed, and open complaints appear in every progress report until closed. A closure communication goes back to the complainant. ESCALATION: If a complainant is not satisfied, or if a matter is unresolved, Mr. Serralta contacts the City’s Project Manager directly. The City always has direct access to the Principal-in- Charge.