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<br /> <br />7 | P a g e <br /> <br />Technical Approach <br />Convergint iCare <br />iCare is a custom-built extension of Convergint’s industry-leading customer support services. It <br />is a fully integrated, web-based, 24/7 support tool that allows customers to submit work orders <br />and support requests at any time. It connects all aspects of the Convergint enterprise, including <br />customers, schedulers, and technicians in the field, through a single, comprehensive system. <br />The portal fosters collaboration and provides clients and project team members with transparent <br />project status and reporting capabilities. iCare supports Convergint’s goal of being our <br />customers’ best service provider. <br /> <br />All maintenance projects and work orders flow through iCare, and each includes specific details <br />regarding tasks, staff hours, materials, and other costs associated with the work order. iCare <br />provides transparent reporting on these requests. Clients can monitor all aspects of a work <br />order from its inception as an initial service request to final issue resolution. Clients can initiate <br />support requests from a smartphone, tablet, or desktop computer, and progress/status can be <br />monitored and tracked on a real-time basis. <br /> <br />Response Time and Service Tickets <br />All work order history includes a date and time stamp of status changes and works order <br />activity. At any time (and in real-time), clients can review the status of all open/closed preventive <br />maintenance, repairs, modification/installation services, emergency maintenance, and test and <br />inspect visits for existing and new security systems. <br /> <br />This responsive communication enables customers to simplify the complexity of maintaining and <br />servicing facility systems and budgets. The iCare portal provides visibility into expenditures on <br />service-related repairs broken out by equipment and labor. Should a project team member <br />submit a maintenance or service request through Convergint’s 24/7 call center, iCare will <br />capture relevant data elements for service calls, preventive maintenance, and inventory <br />activities. The process remains identical whether a service call is created Monday through <br />Friday, 7:00 AM – 5:30 PM, or outside of standard business hours. This provides consistency in <br />service delivery and timely updates to all work orders. <br /> <br />In addition to the emergency and non-emergency service call response times, Convergint will <br />collaborate with Orange County to define metrics and goals that best drive business outcomes. <br />Convergint’s metrics are generated by the workers and technicians in the field, automatically <br />gathered and correlated in iCare, and compared to the goals agreed on with the customer. All <br />invoices that are issued during the project can be captured in iCare and are available for review <br />by project team members (based on permissions) at any given time. <br /> <br />Convergint takes metrics and tracking one step further via the guidelines listed before. Each <br />month, metrics are reviewed by each CTC individually and collectively to meet customer <br />expectations. <br /> <br />Service KPIs <br />Convergint’s service KPIs include: <br />➢ Spending per type of facility over the total cost <br />➢ Total number of work orders by type <br />➢ Percent of Priority 1 (P1) service metrics met <br />➢ Percent of Priority 2 (P2) service metrics met <br />Docusign Envelope ID: 72FC414F-3F71-425A-8BE7-8ACB88B3ED15