END USER CUSTOMER TRAINING Sample Clauses

END USER CUSTOMER TRAINING. The Prime Contractor shall provide on-site training for incarcerated individuals in the use of the CTS devices. The training shall take place following initial installation and prior to activation at each facility or location as identified by the CDCR PMs, or selected representative. Each site will require at a minimum four (4) training session during normal business hours as requested by the CDCR Operations Manager. Contractor will provide follow-on refresher training and training for any new functionality added after initial activation. The Prime Contractor shall prepare and provide a guide that includes instructions in English and Spanish for CDCR approval. The guide will include instructions and contact information for log- in and operation of the CTS device. The Prime Contractor shall provide a soft copy of the guide to CDCR via .pdf and .doc format and available on the Private Portal. The guide will be updated by the Prime Contractor annually or as needed. The Prime Contractor shall prepare and provide a CTS End User Guide for the Called Party that provides instructions in English and Spanish to the CDCR Operations Manager for review and approval. The guide will include instructions and contact information for establishing CTS accounts, receiving calls, blocking calls, frequently asked questions (FAQs), and clarification of all other issues that a called party may be concerned with. This User Guide will be made available on the CTS Public Web site. Pamphlets will be mailed to customers by the Prime Contractor upon request. Soft copies in .pdf and .doc will be provided to CDCR and available on the CTS Private Portal. The Prime Contractor shall input updates to the End User Guide provided by the CDCR Operations Manager or as required. Instructional brochures shall be available on-line to Public Customer explaining the branding, monitoring, and recording requirements for all CTS services (where applicable). Upon request, the Prime Contractor shall provide soft copies of the brochures to the CDCR Operations Manager.
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Related to END USER CUSTOMER TRAINING

  • Customer Feedback The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction. Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints and surveys. Performance management drives the contractor to be customer focused through initially and internally addressing customer complaints and investigating the issues and/or problems but the customer always has the option to communicate complaints to the PM, as opposed to the contractor. Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints. Any customer complaints will be investigated by the PM using the Quality Assurance Monitoring Form – Customer Complaint Investigation, identified in Attachment A4.

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