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AMPLIFIED SERVICE <br />DISCUSSION BOARD <br />With the belief that <br />discussion and debate <br />of issues and topics <br />related to our <br />business is <br />valuable, WSB <br />introduced a <br />new feature <br />on our intranet <br />site establishing a <br />discussion board. This <br />provides an opportunity <br />for all staff members to <br />participate and share <br />constructive comments <br />and ideas on topics <br />that are relevant to the <br />continued growth and <br />success of WSB. <br />t• „■... _. <br />Almormano <br />In 2010, the leadership <br />at WSB committed <br />to enhancing our <br />customer service <br />and value to the <br />clients we serve. A <br />concerted effort was <br />put into determining <br />what engineering <br />service attributes <br />and customer service <br />elements our clients <br />value. Numerous <br />discussions with our <br />clients, contractors, <br />4 WSB: 2010 Year in Review <br />and staff resulted in the <br />development of the <br />following initiatives: <br />• Project Delivery <br />Metrics - Used to <br />track our <br />performance on <br />engineering projects <br />and make <br />improvements to <br />our internal <br />processes. <br />• Customer <br />Relationship <br />Management <br />Hardware - Provides <br />a single point for <br />data collection <br />related to our client <br />contacts and <br />a method for <br />documenting <br />potential work <br />opportunities. <br />DRACL_EE <br />CRM ON DEMAND <br />• Project Specific <br />Client Satisfaction <br />Interviews - Used <br />to gain feedback <br />from our clients <br />regarding our <br />performance on <br />specific projects and <br />general engineering <br />duties. <br />• Project Change <br />Management <br />Flowchart — <br />Promotes dialogue <br />with our clients <br />regarding project <br />changes and makes <br />certain that their <br />input is documented <br />and evaluated. <br />The goal of these <br />efforts is to provide <br />our clients, and the <br />people with whom <br />we work, enhanced <br />project delivery and <br />customer service that <br />will ultimately result in <br />stronger and mutually <br />beneficial relationships. <br />DLVR <br />DLVR <br />PROGRAM <br />DEVELOPING LASTING AND <br />VALUED RELATIONSHIPS <br />Pond Maintenance - <br />This campaign <br />generated our greatest <br />number of contacts <br />to date. As a result <br />of those contacts, 29 <br />clients attended the <br />"lunch and learn" <br />taught by Todd <br />Hubmer and Paul <br />Hudalla. With a timely <br />topic, this "lunch and <br />learn" provided WSB <br />with an opportunity to <br />inform our clients and <br />allowed our staff and <br />clients to build stronger <br />relationships. <br />Erosion and <br />Sediment Control <br />Certification Program — <br />WSB provided an <br />opportunity for our <br />clients to attend a <br />two -day Erosion and <br />Sediment Control <br />Certification Program <br />taught by Erick Francis <br />and Travis Fristed. <br />Over 35 individuals <br />from various cities and <br />counties attended <br />the program. WSB's <br />Environmental Group <br />provided up -to -date, <br />real life examples of <br />effective erosion control <br />for small projects. <br />