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<br />I PAin: ',SEVEN::, fl'N, QUESTIQNS"ANJ}' REQUIREMENTS: <br /> <br />The Respondent's Response to this Section should be uploaded as a single attacbment in the <br />MyFloridaMarketPlace Sourcing Tool. <br /> <br />7.1 SERVICE PROVIDER BACKGROUND AND EXPERIENCE <br /> <br />7.1.1 Provide a brief ovenri.ew 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 />c) 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 />7.11 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 J 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 yow' fuel card service program. <br /> <br />7.2 SERVICE <br /> <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 />7.22 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 questionslproblems? 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 roles 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 /> <br />36 <br /> <br />: I <br /> <br />('-' r,,"~ <br />~.) tj <br />