2024-500-E-AMS-Sunstates Security-Security Guard Services FY24-25

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Confidential Prepared for Orange County North Carolina Ongoing Service Measurement At Sunstates we know that great service is the key to success. To ensure continuity of performance and compliance with client and internal standards, managers utilize a cloud-based platform to perform ongoing quality assurance checks. Through this platform we are able to create and respond to questions, act based on responses, and share results. The quality assurance platform is built around "Checkpoints", or question-and-answer lists created to inspect or evaluate job sites, people or even employee or our clients’ satisfaction. Checkpoints are created in the Quality Assurance Program and can be completed in the cloud - based platform or on a mobile device. Once a Checkpoint is completed, managers can review deficiencies in cloud-based platform and address them. Deficiencies are created when scores do not meet pre-defined quality standards. Sunstates managers then create reports from Checkpoint information in the cloud-based platform in order to share results or post results so employees and clients are informed. Monthly Executive Management Team Meeting Sunstates’ senior leadership gathers every month for a formal meeting that helps keep the company and its partnerships on course. The meeting agenda any given month includes everything from company financials to industry intelligence, but here, we focus exclusively on the elements of the meeting that contribute to our quality-related goals. • Progress on Auditors’ Agenda of Action Items Our company Auditors maintain records of action items identified in the course of their Quality Assurance Audits. At the Steering Committee meeting, the Auditors make inquiries about progress on these action items. Open action items do not drop off the Auditors’ meeting agendas until there has been successful resolution. • Best Practices/ Continuous Quality Process Improvement Subcommittees are formed on a regular basis to research and provide recommendations on practices, programs or adjustments to our current processes that might benefit Sunstates and its clients. Through our Steering Committee meetings and the findings and recommendations of specialized subcommittees, we are continuously cross-developing processes to streamline and improve the service and value we can offer to our clients. The process improvement focus and initiative spans every division of our organization from operations, training and compliance to billing, purchasing, and human resources. Docusign Envelope ID: 08873B1B-BC4C-44E2-88E7-6F159AB20086