PROPOSAL FOR THE CITY OF NASHUA
ARPA ADMINISTRATIVE SERVICES
iu iParametrics @ mcl
" ACCOUNTABILITY KEY CONSIDERATIONS EXPLICIT PURPOSE
Agreed-upon accountability for sed only for stated purposes of the Por 3
¥ "t infatmation secu cient ee : ae oc as directed by the cient a a a
SECURITY CONTROLS
Best of breed security contrals to be used to
protect cHent data when accessed, handled,
transmitted, hosted, ar stored
ROLE SPECIFIC ACCESS
Compaitmentalized and only accessed
by autharized and propery trained
individuals with a need to know
PROTECTED ACCESS
SECURE CLOSECUT oe
Archived or destzayed at the end af the - 4
project, In accordance with governing | | i U
regulation
Password protected with dual factor
authentication and properly marked
as jaquired
SUPPORTING THE CITY’S APPLICANTS
Applicants who lack internet connectivity or the knowledge to submit
a web-based application need not be excluded from the City’s relief
program. While some applicants will be able to complete an application
without assistance from program staff, others will require one-on-one empethize mith arumstance
assistance. Case Managers or Cormmunity Partners will be available at
the program centers, by phone, via web conferencing platforms like DELIVER
Microsoft Teams or Zoom, or at off-site meeting venues like home
visits, public buildings, or community centers to assist the applicant
through the intake process and to answer questions, as needed,
UNDERSTAND
Artive Histening te understand
Beliver accurate, timely responses
Our philosophy for communications with your program applicants is frat eee f
one founded in empathy, seeking first to understand, then to deliver a : ; '
results and solutions. Our Program Manager and Case Managers are
prepared to be responsive within 24 hours of an applicant request and ~—
to be accountable to applicants’ and the prograrn’s needs throughout REGUNY
the program to ensure delivery of the high-quality service that is a rd applicant cammuniéation:
hallmark of our recovery prograrns. The figure to the night outlines our
overarching communications strategy for applicant interaction. E —
No matter how high-quality the services provided are, complaints are a
natural component of executing any recovery program. Our team is
committed to giving each complaint prompt care and attertion, so resolutions are delivered quickly. We will record, track, and
review complaints received to identify and implement solutions for improved program operations and/or communications with the
public by implementing strategies such as creating updated FAQs, simplifying public-facing content, or making additional information
available.
All in-person interaction will follow CDC and local guidance for COVID safety in place at the time, All iParametrics team members
are trained on COVID safety protocols and are subject to follow our company policy regarding workplace health and safety.
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