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PART SEVEN: ITN QUESTIONS AND REQUIREMENTS <br /> The Respondent's Response to this Section should be uploaded as a single attachment in the <br /> MyFloridaMarketPlace Sourcing Tool. <br /> 7.1 SERVICE PROVIDER BACKGROUND AND EXPERIENCE <br /> 7.1.1 Provide a brief overview of your company. Include the following: <br /> a) Name and address (corporate office and main locations); <br /> b) Brief history of the company; <br /> c) Key program contacts that will be assigned to the State of Florida contract; <br /> d) Service provider's organization chart; <br /> e) Annual reports for the last two years; <br /> f) Flowchart of the company's Fuel Card Program process; and, <br /> g) Name and description of services for any card processing companies or service <br /> centers that will be used to perform any of the functions listed in this ITN. <br /> 7.1.2 Please identify your current Fuel Card customers and provide the following: <br /> a) At least three (3) references from current customers; <br /> b) Each reference must contain the organization name and address, with the name, title;. <br /> phone number and e-mail address of a current contact person; <br /> c) List the total dollar volume; <br /> d) Number of annual transactions; and, <br /> e) Number of active cards issued under each program listed. <br /> 7.1.3 Describe the full extent of your experience and qualifications, including past experience, <br /> in providing Fuel Card Services of the type and magnitude of this ITN. <br /> 7.1.4 Provide a brief description of the benefits and value of your services. Discuss how long <br /> you have been offering fuel card services, as well as the total number of customers <br /> enrolled in your fuel card service program. <br /> 7.2 SERVICE <br /> 7.2.1 What processes have been put in place with other customers to monitor their satisfaction <br /> with service and quality? How has customer feedback been used to improve service and <br /> quality? <br /> 7.2.2 How has communication to customers regarding internal changes, new <br /> processes/procedures, issue identification and problem resolution been managed? <br /> 7.2.3 Please describe your problem resolution procedures. Who would the State of Florida <br /> contact when there are questions/problems? Will this contact change throughout the <br /> entire process? <br /> 7.2.4 Please describe your ability to provide customer specific services (i.e. assuring State of <br /> Florida rules and regulations are followed). <br /> 7.2.5 Please describe your day-to-day customer servicing capabilities. <br /> 7.2.6 Please describe your relationship management capabilities. <br /> 36 <br />