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Document
Evaluation Committee Rules of Conduct
Year Created: 2025
DOCUMENT
POL - Pareto Award Application - Customer Focus Response 2004
- YEAR CREATED: 2004
- ENTITY TYPE: City/Township
- TYPE OF DOCUMENT: POL - Policies/Procedures
- Communications
- Education and Training
This document provides information about the procurement process and customer satisfaction initiatives of the City of Naperville. It mentions that the staff carefully answers questions from the council and provides reference tools to address recurring questions. The document also highlights improvements made to standardize the process, such as using an abbreviated format for agenda items and a checklist to ensure important data is included.
In terms of maintaining effective customer contact, the document mentions that internal users communicate through email, roundtable or focus group discussions are used for sharing information, and citywide meetings or individual training sessions are held for kickoffs of new or changed processes. Vendors are provided information through brochures, attending chamber of commerce meetings, and information sessions on the benefits of joining DemandStar. The document also mentions that primary supplier training initiatives are coordinated through and with the Naperville Chamber of Commerce.
To keep customers informed of purchasing activity, the document states that the council agenda item provides information to the council, vendors are notified through various channels about upcoming procurements and any changes to the process, and internal customers are notified through citywide meetings, emails, or training sessions. The document also mentions the publication of a newsletter titled "Dollars and Sense" to share information with clients.
Regarding training and outreach for internal customer satisfaction, the document mentions the College of Procurement Arts and Sciences that offers ongoing courses for internal users. Each department has a liaison who attends staff meetings, handles procurements, and provides personal attention to users. The document also mentions the assistance provided by the purchasing division for specific processes like ordering office supplies.
In terms of dealing with unsatisfactory vendor/contractor performance, the document states that contract provisions for nonperformance are included in the City's General Terms and Conditions and Consultant Services Contracts. The City tries to work with vendors to remedy the problem, but if performance does not improve, the contract can be terminated. Performance-based contracts are also used, where vendors are evaluated based on measurable performance criteria, and the next highest scoring vendor may assume the contract in case of poor performance.
The document mentions that the City of Naperville does not have any state or local diversity mandates. Procurements are selected based on best value or the lowest responsible, responsive bidder, ensuring an equal chance for all suppliers.
In terms of supplier relationships, the document mentions primary supplier training initiatives coordinated through and with the Naperville Chamber of Commerce, but does not provide further details.