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DocuSign Envelope ID:A4C366A3-F5D9-473B-9218-AF49BCCA02E0 <br /> 9. BROKER SHALL. KEEP WRIT"FEN RECORDS OF MARKETING EFFORTS AND SHAL.L. MAKE <br /> THI!S INFORMATION AVAILABLE"ro"THE COUNTY UPON REQUEST. <br /> The Willis Excellence Model (WEM) is our process framework which identifies <br /> the steps and quality control standards to be followed in providing to our client's <br /> services in their best interests. Process milestones must be met for each client <br /> renewal involving renewal strategy, submissions, marketing/delivering quotes, <br /> confirmation of binding and policy delivery. The WEM standards are assessed <br /> each month by auditors and compliance is tied to compensation. <br /> WEM requires Willis service team to deliver formal confirmation of coverage to <br /> our clients, in the form of a binder issued or approved by the insurer, prior to <br /> policy inception. Ideally, Willis service teams strive to deliver formal <br /> confirmation of coverage to our clients within 24 hours of receipt of binding <br /> instructions. Willis clients benefit from WEM since the process provides an <br /> independent review of the critical work involved in placing policies and also <br /> provides independent monitoring of the services provided to our clients. It is a <br /> set of checks and balances to ensure we are delivering service that is <br /> transparent, accurate and timely. It is difficult for items to slip through the <br /> cracks with this additional oversight. <br /> As a standard operating procedure, the County will be provided with full <br /> information about the markets approached as well as the response from the <br /> approached markets. <br /> 10,BROKER SHALL DESIGN -rFiE CARRiER SELECTION PROCES, VVITH CONS U 1-TA-rION OF <br /> THE R K MANAGER AND IN A MANNER THAT ALLOWS FOR INPUT FROM A ("OUN'TY <br /> INTEWEW PANEL. BROKERS' REC'(WIVIENDATIONS, TO PURCHASE INSURANCE SHALL <br /> TAKE 'rFIE FIN DWGS OFTHE PANEI INTO CONSIDERATIONAND SHALL BE REPORTED IN <br /> .......... <br /> WFUTING AND SUFFICIENTLY DETAILEDTO EXPLAW ALTERN TIONALE AND <br /> SUPPORT"rHE RECOMMENDED DECNSK)N. <br /> In questions 3 & 7 we previously provided insight to our carrier selection, how <br /> we will interact with you, conceptual timeline and deliverables to you and your <br /> team. <br /> We recognize that your risk is unique and the service needs will be different <br /> from other clients we serve. Therefore, we will mutually develop a Willis Client <br /> Service Plan that will allow us to meet and exceed the needs of Orange <br /> County. The document is dynamic and will change to reflect your changing <br /> needs. <br /> We will look to develop an 'Intelligent Program' that balances the following <br /> elements-, <br /> ........... <br /> Arnount& breadth of coverage Premiums <br /> Insurer seCUrity <br /> Retained risk The County's risk appetite <br /> Loss potential (exposure & likelihood) Premiurns,___,"'.... <br /> Orange CcLjnty—Pequest for Brcker Qualifications and Conceptual Proposal-September 23,2014 15 <br />