U_tility. Utility Service Partners, Inc. Sanford, Line. FL Utility Service. Insurance /Warranty. :: ervlce. Partners, Inc.

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1 :: ervlce U_tility Inc. Prtners, Utility Service Prtners, Inc. FL Utility Service Snford, Insurnce /Wrrnty Line Mrch 26, 2013

2 Utility Mrch Willim Smith F. Agent: of Snford Purchsing Box 1788 P.O. N. Prk Avenue, Room plese find one (1) originl nd one (1) complete copy of the Request for Proposl from Utility Enclosed Prtners Privte Lbel, Inc. (USP) to the of Snford, FL. Service Service Line Wrrnty Progrm, dministered by USP's consumer brnd, Service Line Wrrnties (NLC) Americ, is the right prtner for the of Snford becuse: of dditionl wrrnty products is miled to your residents without your sel of including pprovl. USP hs solutions for mrket-redy utility line wrrnty products s well s products to ddress Snford, FL Der Mr. Smith: As n officer of the compny, m uthorized to execute this greement with the of Snford for Prtnership Progrm Service Line Wrrnty Progrm. m confident tht the Ntionl Legue of Cities Our progrm hs been dopted by mny lrge cities, including Atlnt, Phoenix, Milwukee, nd. These prtnerships hve helped numerous residents void unforeseeble budget Knss ssocited with utility line filures. nightmres USP offers cler nd consumer friendly mrketing tctics tht re employed through prtnership with the city for esy implementtion nd positive response rte. Nothing nd infiltrtion issues. inflow Our progrm offers generous roylty pyments nd commitment to qulity service using licensed locl contrctors which keeps money in your community. For nerly 10 yers, USP hs led the wy in developing prtnerships with utilities nd municiplities cross the country to offer vlue dded wrrnty progrm to residents. Our unique public-privte prtnership is the only wrrnty compny endorsed by the NLC nd ws wrded Mster Contrct by the North Centrl Texs Council of Governments. we know there re other wrrnty providers on the mrket offering similr products, we While the of Snford to consider the following fctors when evluting proposls nd encourge future prtnership: Respect Your citizens re the most importnt prt of your community nd s leder you wnt Citizen protect their interests. Out of respect to your citizens, we only work with communities who welcome to progrm. While there re other service line wrrnty products on the mrket, the NLC Service Line the Progrm, dministered by USP, is the only one tht mrkets solely through prtnership nd Wrrnty will not mrket directly to consumers in communities which hve not pproved the progrm. 11 6rndview Circle, Suite 100 Cnonsburg PA Fx: sp.net

3 in the cse of seryic_e_ line wrrnt v l ro'ducts l o_we-r pri_c_e _doesn't _lw_ys e_qu t_e t_o b_e_tter Cost Unfor ntetysornewrrntyproviders promise dow price, but offsettht Iov pric witlt high vlue. Generl. USP mintins Attorney mintins look forwrd to hering from you regrding the next steps in the evlution process. If you hve ny We regrding this proposl, plese contct me t bcrmichel@utilitysp.net or directly t 724- questions You my lso rech out to Michel P. Mdden, Regionl Account Mnger for Florid, who serve s the point of contct for the city t mmdden@utilitysp.net or will Crm Brd Presid Vice clims denil rte or rise the rtes fter your residents hve enrolled. Denil A wrrnty compny's clim denil rte is criticl considertion, s the true vlue of the Clim provider is proven in the resident's time of need. The NLC Service Line Wrrnty Progrm wrrnty pproves more thn 95% of ll clims filed, in fct, our 2012 clim denil rte ws just 2.11%. Reputtion A solid reputtion is criticl. The compny you select should be ccredited with Compny Better Business Bureu (BBB) nd hve n impecble rting with both the BBB nd the stte the BBB ccredittion with n A rting nd our consumer brnd solid A+ ccredited rting.

4 1.01 Description following Submission in response to the solicittion: (1) Utility Service Line The Pro,qrm RFP 12/13-13, is hereby mde to The of Snford, Florid. Wrrnty/Insurnce Proposl is submitted by (2) This Service Prtners Privte Lbel, Inc. Utility Grndview Circle, Suite PA Cnonsbum, Title nd Solicittion number of Bid Nme of Project s shown in the Invittion (1) Nme, ddress, nd telephone number of Bidder (2) C. Agrees: Number 1 Dted Mrch 12, 2013 Addend: Dted Number understnds tht in submitting his Response, he/she wives ll right to nd ny misunderstnding regrding the sme. pled signing this document the BIDDER/OFFEROR hereby grees to be By by the specifictions, terms, conditions, scheduling, pricing nd bound s stted nd submitted with this bid form nd ny representtions negotitions. However, it is understood tht the reserves subsequent enter into nd execute contrct with the if wrded on the bsis To this response. of Plese ttch sheets which contin your response to this form. The t.03 is to reflect the coverge, inclusions, limittions nd exclusions response nd pricing of the progrm nd other relevnt informtion. Also, PROPOSAL SUBMISSION FORM PART t GENERAL o02 The Undersigned: A. Acknowledges receipt of: Hs exmined the specifictions, requirements nd ll Solicittion Documents 1. To hold this Proposl open for 90 clendr dys fter the opening dte. the right to declre ny response or prt(s) thereof nonresponsive if to specifictions, terms, conditions, etc. of the solicittion re exceptions cceptble in the opinion of the to meet the requirements of sid not solicittion. To ccomplish the performnce required in ccordnce with the Contrct Documents nd/or purchse order.

5 Nme nd Title Printed Grndview Circle, Suite Address Business PA Cnonsburq, Stte Zip Code OR DELIVER TO: ADDRESS Smith, Purchsing Agent; of Snford Willim LOWER LEFT CORNER OF ENVELOPE, PROVIDE THE FOLLOWING: IN 12/13-13 Utility Service Line Insurnce/Wrrnty RFP ttch cut sheets nd descriptive literture, relevnt technicl plese nd wrrnty informtion t O reflect e _ctly wht is being informtion p osed 1o04 SUBMITTED, signed nd seled this 22 dy of Mrch Utility Servic.. er-s Privte Lbel, Inc. (Sig'ntL re) /".. " Dte By C ic e_p z-eeid nt, Business Development Brd (CORPORATE SEAL) Telephone No. Fcsimile No. Comments: MARK THE EXTERIOR OF ENVELOPE CONTAINING YOUR BID RESPONSE: YOUR COMPANY NAME & ADDRESS AS THE RETURN ADDRESS P.O. Box 1788 (300 N. Prk Avenue, Room 236); Snford, FL Open Dte: Mrch 26, 2013 Open Time: 2:00 p_.m.

6 4 Coveroge Service Line Coverge 4 Sewer Line Coverge Wter Cps Coverge Mrketing Process 6 Customized Enrollment 7 Estimted Involvement 7 Mrketing Mterils 8 Smple Process 8 Enrollment Process 8 Enrollment 8 Renewl 8 Cncelltion nd Pyments 9 Fees Schedule nd Roylty Options 9 Fee Process Clims Process nd Contrctor Response 10 Clims Service Deprtment Customer Denils Clim /2 Contrctors Qulity Control 13 Contrctor Control Qulity Clims Service 14 Customer Process 15 Appels Revenue 15 Generte Benefits 16 Environmentl Imge 16 Improved Reports 16 Prtner Tble of Contents Tble of Contents 1 Introduction 3 Progrm Description 4 Property Eligibility 4 Registrtion Florid 6 Mrketing Billing nd Pyment 10.._14 Customer Service Evlution Process Repirs Wrrnted Bne[its Prtner Tble of Contents

7 Experience 17 Firm nd Experience 17 Bckground Office Loction 17 Physicl of Contct 17 Point Stff Resumes Key 22 References Added Fetures 23 Vlue Inflow nd Infiltrtion (l&l)issues 23 Addressing Implementtion 24 Esy Communiction 24. Open Firm Rting nd Complint History 23 Additionl Products 24 Attchment A: Terms & Conditions Sewer 25 Attchment B: Terms & Conditions- Wter Attchment C: Smple Letter Attchment D: Press Relese 34 Attchment E: Web Bnner Attchment F:,Welcome Kit FAQs 37 Attchment G: Contrctor Work Order / Contrct 44 Attchment H: Smple Prtner Reports 46 Attchment h Current Client List 47 Attchment J: BBB Profile 48 Tble of Contents

8 which provide residentil utility service line wrrnties in over thirty sttes. USP is the only compnies, endorsed by the Ntionl Legue of Cities 1 (NLC) s utility service line wrrnty provider nd orgniztion offers 2003, USP hs been prtnering with utilities nd municiplities to offer ffordble utility service line Since to consumers. protection 2010, USP ws endorsed by the NLC s business prtner nd lso wrded Mster Contrct by the In Centrl Texs Council of Governments. For nerly 10 yers, USP hs helped cities, utilities nd North USP's mngement tem hs hving developed the utility service line wrrnty progrm t Consolidted Nturl Gs (CNG) mngement the mid-1990s. Delighting customers is the cornerstone of USP's mrketing pproch nd relentless in to delivering superior service with integrity hs served the orgniztion well s evidenced by dediction 95% customer stisfction rting nd ever growing number of municipl nd utility prtnerships. USP's nd utilities to mrket utility service line wrrnty products. Unlike others, USP does not municiplities in mss miling directly to consumers. As result, USP is proud to stnd behind solid reputtion engge upon positive feedbck from cities, contrctors nd customers cross the ntion. USP holds n A built rting with the Better Business Bureu. Additionlly, USP's consumer brnd used for ll ccredited customer-relted mrketing, Service Line Wrrnties of Americ, holds n A+ ccredited rting. community nd one wrrnty t informtion bout the NLC, visit Introduction Service Prtners Privte Lbel, Inc. (USPPL)is prt of the Utility Service Prtners, Inc. Utility (USP)fmily of unique public-privte prtnership model to cities, municiplities nd utilities cross the ntion. municiplities sve residents in more thn 160 cities cross the ntion more thn ;15 million in repir costs. deep rooted understnding of customer service nd reltionship Tody, USP is the only orgniztion to exclusively use the public-privte prtnership model with cities, As the premier provider of service line wrrnties, USP plces strong emphsis on the importnce of customer stisfction, which plys n importnt role in the growth of USP building pece of mind, one time. The Ntionl Legue of Cities (NLC) is ntionl orgniztion dedicted to helping city leders build better communities, nd serves s resource nd dvocte for 19,000 cities, towns nd villges, representing more thn 218 million Americns. For more Introduction

9 USP helps residents sve thousnds of dollrs on the high costs of repiring eligible for coverge, provided the lndlord purchses the wrrnty. Condominiums nd residentil lso locted in homeowners' ssocition res re eligible to enroll in services; however, USP properties homeowners contct their ssocition prior to enrollment to determine their service line requests since some ssocitions cover these prticulr lines. Additionlly, homeowners' responsibilities for vilbility nd coverge options. will cover the repir or replcement of the externl snitry sewer lines from the point of entry into USP residence (which includes lines buried or embedded in concrete slb) to the point of connection to the with n dditionl $4,000 for public street cutting, if necessry. There re no deductibles, service incident, lifetime or nnul limits to coverge. fees, includes service, repir or replcement for leks, breks nd clogs (including clering tree roots Coverge the sewer line) in order to restore service on the covered portion of the line tht hs been impeded from site restortion which includes bckfill, rking nd reseeding. For repirs involving street restortion, bsic will work with prequlified contrctor. USP sewer line wrrnty does not cover pre-existinl conditions, updting or moving lines where the flow of The is not impeded in order to meet code, lw or ordinnces, mndted seprtion of storm nd sewge drin lines, shred sewer line or brnch lines, septic systems, dmge cused by the homeowner snitry s homeowner digging nd ccidently breking pipe), third prty, nturl dissters, ct of God or (such insurble cuses. There is no pre-inspection required nd coverge begins fter 30 dy witing other period. of Snford Utility Service Line Insurnce / Wrrnty broken or leking wter or line. The progrm offers ffordble protection for residents who hve not set side money to py for sewer unexpected, expensive utility line repir. There is no cost for the city to prticipte nd resident n prticiption is : 00% voluntry. Eligibility Property offers ffordble coverge to single-fmily homeowners within prtner city. Rentl properties re USP ssocition my be eligible to enroll ll properties. These representtives re sked to contct USP directly properties include prtment buildings, high-rises, mobile homes nd multi-fmily units with Excluded lines. shred Coverge Service Line Coverge Sewer the public snitry sewer min where the flow of the line is impeded. Coverge includes up to $;4,000 per to norml wer nd ter. As prt of the process, USP will cover the removl of the blockge, Closed due Television (CC'IV) inspection, permits, repir, restortion to public sidewlk or public pvement nd Circuit Progrm Description

10 Line Coverge Wter will cover the repir or replcement of the externl wter line from the point of utility connection to USP concrete slb under your home). This wrrnty lso covers the djustment, repir or replcement of in or inoperble stop boxes, stop vlves nd rods. Coverge includes up to $4,000 per incident with dmged fees, lifetime or nnul limits to coverge. includes service, repir or replcement for leks or breks in order to restore service on the Coverge portion of line tht hs been impeded due to norml wer nd ter. The externl wter line covered brnch lines to sprinklers, pools, hot tubs or venting for gs hot wter heters. The wrrnty is conditions, to ensure tht the homeowner hs wter service to the primry residents for purposes of designed prt of the process, USP will cover CCTV inspection, permits, rep!r, restortion to public sidewlk or As pvement nd bsic site restortion which includes bckfill, rking nd reseeding. For repirs public involving sidewlk restortion, USP will work with Registrtion Florid registers nd complies with ll USP nd surety requirements ssocited with the sle of wrrnty products, where required. USP hs oversight with the Commissioner of Insurnce nd filed the necessry service contrcts in order to do registered in the Stte of Florid. USP ws licensed by the Florid Office of Insurnce Regultion on August business 2011, s Home Wrrnty Assocition. 16, see Attchment A for complete Terms nd Conditions for the sewer line wrrnty nd Attchment B Plese complete Terms nd Conditions for the wter line wrrnty, which re lso on file t the Florid Office for of Snford Utility Service Line Insurnce! Wrrnty the internl point of entry to the home (including primry wter line which my be buried or embedded dditionl llownce of $500 for public sidewlk cutting, if needed. There re no deductibles, service n wrrnty does not cover the costs of repirs to tl e meter or meter vult. It does not cover pre-existing drinking, cooking nd clening. Repirs for dmges cused by the homeowner, third prty, nturl disster, ct of God or by other insurble cuses re not covered. There is no pre-inspection required nd coverge begins fter 30 dy witing period. prequlified contrctor. Cps Coverge provides generous coverge cps for wter nd sewer service line wrrnties with no lifetime or nnul USP limits or deductibles. However, should repir or replcement initilly exceed the llotted coverge cp, USP will work directly with the contrctor to minimize out-of-pocket expenses to the resident. On these rre occsions, our Executive Director of Contrctor Services, Perry McAtee, licensed engineer nd Mster Plumber, will work directly with the contrctor to determine if there is nother method to solve the for the customer tht will restore service while negting ny dditionl expense. If there is no problem other thn exceeding the coverge cp, USP will work with the customer nd the contrctor to lterntive come to mutul greement. of the vrious stte requirements for net worth, reserves, regultory of Insurnce Regultion in the Stte of Florid. Progrm Description

11 Mrketing Process Customized n greement with the city is executed, USP will use the city nme nd logo to crete customized Once letter for homeowners Smple relese Press bnner Web Stkeholder FAO, s mrketing mterils re pproved, USP will hndle the miling of letters while the city my distribute Once press relese to medi contcts nd post the press relese nd web bnner on the city's website nd the conducts two mrketing cmpigns, one in the spring nd one in the fil, which hve generlly yielded USP results. Reserch shows tht mny homeowners re unwre of their responsibilities to the service strong lines between the utility/municipl connection nd their homes. Utilizing residents will receive letter providing informtion bout their responsibilities for the service pproch, between the utility or municipl connection nd their home with n offer to purchse the wrrnty line service. The letter offers the wrrnty service for letter will follow to the resident pproximtely two weeks lter but no dditionl communiction, reminder or pressure of sle is employed. telemrketing content. Internlly, this proctive pproch to mrketing enbles USP to mintin the highest stndrds the qulity ssurnce, ethicl prctices nd honest communiction. for to the lunch of the first cmpign, USP is hppy to orgnize nd dminister public eduction Prior progrm which is reviewed nd pproved by the city. This progrm cn include press conference outrech of Snford Utility Service Line Insurnce / Wrrnty Mrketing is very deliberte in its mrketing pproch for chosen chnnels, frequency of solicittions nd the USP messge communicted. Every step ensures tht residents understnd the progrm is endorsed by the city but is dministered by Service Line Wrrnties of Americ (USP's consumer brnd). set of direct mil mterils for city officils to pprove s prt of Welcome Kit. The Welcome Kit will include: designed to educte city officils bout the progrm socil medi chnnels. soft-sell nd eductionl low monthly or nnul fee nd clerly outlines fcts bout the progrm, such s the clim coverge cp mounts nd other pertinent detils. It importnt the city logo to show their locl government hs thoroughly reviewed our progrm, but clerly bers indictes tht USP's consumer brnd, Service Line Wrrnties of Americ, is the dministrtor. One mrketing piece is thoroughly vetted through rigorous qulity ssurnce process which includes Every nd city representtive(s) to ensure the messge is cler for residents nd ll prties re stisfied with USP or other methods s determined by the city nd USP. The purpose of the outrech is to crete wreness bout the homeowners' responsibilities for the lines nd the progrm. Progrm Description

12 Enrollment Estimted hs shown the verge response rtes.from residents during the initil cmpign rnges from 8- History Typiclly in the first three yers, USP will see 20 25% penetrtion into the mrketed households 12%. both wter nd sewer products re introduced, tking into considertion consumer ttrition. Bsed when * Initil mil quntity bsed on 55% of occupied households. Involvement understnds city officils re very busy which is USP During the initil implementtion phse, the city will need to provide USP with items will be used to produce the mrketing letter, press relese nd web bnner for the city to These To ensure successful cmpign, once ll mrketing mterils hve been pproved, USP's only pprove. is for the city to issue press relese vi their defined medi chnnels to ensure mximum progrm request nd medi pick-up. Additionlly, USP will provide web bnner to post on the city website to wreness direct residents to contct USP's Customer Service Tem with questions rther thn cll the city. print to nnounce the progrm. USP is hppy with the response rtes cross ll prtners, cities tht re more proctive in mrketing While products from their offices such s the of Atlnt hve seen tremendous response rtes of their even writing to their city leders, such s Atlnt Council Member Felici Moore, to rve progrm, the progrm like Cindy D. did when her sewer line wrrnty cme through on Christms Dy in 2012: bout ility on our experience, USP estimtes the following enrollments for the of Snford over the first three yers: Fll 2 3 Wter 11, % F! 20i4 Wter 10, % ,281 1,129 Fll 2015 Wter 9, % ,407 1,242 why our process requires miniml city involvement. city logo nd signture. is the key to lunching successful prtnership progrm. In the pst, USP hs found some Communiction the most successful cities re those tht re proctive bout communicting with residents to ensure of they re expecting the letters before they re miled. USP is hppy to provide ny dditionl mterils, community newsletter content or to fcilitte press conference with USP representtive on suggested t the city's request. Current prtner cities such s Atlnt nd Milwukee hve found gret success site utilizing press conference s well s dditionl communiction chnnels such s socil medi, web nd over 22% combined for wter nd sewer products. Additionlly, residents re very receptive to the Progrm Description

13 or wsh the dishes or even my hnds. could not use ny drins t ll. It turned out to be due to shower sewer line in my front yrd. Thnks to you, hd the wrrnty nd so did not hve to py[or the clogged plus repir. Thnk you! The wrrnty compny hd good customer service nd the locl plumbing $2,000 tht they sent to do the work, Atlnt Plumbing Plus, ws mzing! The guys who did my repirs compny were Sndy nd Keith. Mrketing Mterils Smple see Attchment C for smple letter, Attchment D for smple press relese, Attchment E for Plese Process Enrollment complies with ll pertinent nd required telephone sles lws nd we re currently registered under USP Florid Telemrketing Act. Any individul speking with consumer in Florid is lso licensed s the slesperson. telephone Process Enrollment notified vi direct mil, web bnner or medi relese, residents hve two options for enrollment: Once cn elect to enroll nd py one of two wys -nnully or monthly. While USP offers Residents price during cmpign seson, residents cn receive monthly The wrrnty purchse price is locked-in for term of 12 months nd will be reviewed by USP nnully. enrollment, customers will receive set of Terms nd Conditions. If customer hs set up web Upon the Terms nd Conditions will be viewble immeditely. Ir customer hs not set up web ccount, or enrolls vi business reply crd, set of Terms nd Conditions will be sent to them vi United ccount Mil within seven dys. Sttes Renewl is top priority for USP which is why we re proud of our 83% verge renewl cross the entire Retention bse. Bsed on historicl dt, USP nticiptes the nnul renewl rte for the of Snford will customer pproximtely 86%. be Cncelltion my cncel t ny time without penlty vi phone, web or written correspondence. Customers Customers pying nnully will receive refund for ny coverge period remining. pro-rted Description Progrm writing to you bout the sewer line wrrnty tht you recommended[or your constituents lst yer. On m Dy my sewer line bcked up into my house...into my tub. could not flush toilets or tke Christms They did wonderful job nd were very respect[ul o[ my property nd my nxiety bout the sitution. Thnk you so much Felici for lwys looking out[or us! Cindy D. smple web bnner nd Attchment F for smple FAQ's. Return the Business Reply Crd in the postge pid envelope from the mrketing cmpign letter. Visit USP's consumer site t to enroll, cht with representtive or view terms nd conditions. discounted deeper discount by electing to py nnully.

14 nd Pyments Fees Schedule nd Roylty Options Fee nd nnul fees re fixed nd designed to provide generous coverge so the customer hs no Monthly out-of-pocket expenses. During cmpign, pricing (both monthly nd nnul options} will be further from the stndrd price to incentivize enrollments. USP offers four roylty options to the city discounted from $0.50 to $1.00 per product. Pyments will be mde nnully. The city my decline roylty rnging Cmpign Vs. Annul Annul Svings Stndrd $40, , $15, $0.50 USP is prepred to offer the of Snford brnd licensing fee of $10,000 subject to the Additionlly, conditions. The fee is contingent upon the successful execution of three yer greement tht following USP the exclusive opportunity for six cmpigns during the contrct period with the use of the gurntees logo on the mrketing mterils. The letter to residents will be signed by city officil or city for the first cmpign nd the second pyment of $5,000 will be mde t the time of pprovl of mterils mrketing mterils for the second cmpign. the of Snford Utility Service Line Insurnce / Wrrnty pyment, which will result in lower price for residents. Monthly Stndrd $6.00 $8.25 $6.50 $8.75 $6.75 $9.00 $7.00 $9.25 Monthly Cmpign $5.25 $7.25 $5.75 $7.75 $6.00 $8.00 $6.25 $8.25 Annul Stndrd $67.00 $94.00 $73,00 $ $76.00 $ $79.00 $ Annul Cmpign $58.00 $82.00 $64.00 $88.00 $67.00 $91.00 $70.00 $ % 17.13% 17.93% 16.20% 17.24% 15.73% 16.72% 15.28% Roylty Outlook 756 1,129 1,242 Wter zaio Cm includes net of ttrition. ;19, , , representtive. An initil pyment of $5,000 will be mde t the time of pprovl of the mrketing Progrm Description

15 n de rst nds-t ht -lowe Fpricefo -co ns u rnersdoes-nottwys eq r.fte o -bet tet Vl W hll sotne 4d-SF d provi eders promise low pric e set tht price with high clim denil rte nd rise the wrrnty fter residents enroll. USP's prices re locked for term of 12 months. At the end of 12-month rtes USP will conduct pricin8 nlysis to review verge repir costs nd frequency. If the nlysis period, the costs hve exceeded the estblished prmeters, price increse my occur. If price increse is shows the new price will be provided to the city long with corresponding mrketing mterils for necessry, be locked for of their ccount online which includes links to their specific Terms nd Conditions, submitting spects reviewin8 pst invoices, checking the sttus of renewl nd expirtion dtes nd other pplicble pyment, Process Clims hs n ingrined customer dvoccy philosophy tht permetes the entire orgniztion resulting in USP Seek solutions not loopholes Educte contrctors nd customers Process nd Contrctor Response Clims customer is fced with potentil repir, they need immedite ssistnce. USP provides When required to contct the customer within 60 minutes to schedule the repir nd rrive on within 24 hours to begin the job. Most repirs re completed within 24 hours. Clims tking longer thn site hours re usully those which require utility line mrking to prevent ccidentl dmge to other lines on 24 the property or specific locl or government regultions (i.e., clim is monitored for qulity ssurnce, which lso includes survey to the customer bout the Every nd the contrctor, fter the clim is completed. process of Snford Utility Service Line Insurnce / Wrrnty pprovl. Once the mrketing mterils nd price increses re pproved, the new price will period of 12 months nd the sme nlysis will be repeted yerly upon contrct renewl. nd Pyment Billing offers severl billing nd pyment options for customers including monthly or nnul invoices. USP USP ll mjor credit crds, ACH pyments, check, money orders nd electronic invoices through our ccepts website. One-time nd recurring pyments re ccepted. Customers re lso ble to mnge ll consumer services. customer service. Internl processes focus on the following cornerstones: superior Alwys err on the side of the resident Monitor the qulity of work performed by ll customer-fcing personnel, including subcontrctors Obtin customer feedbck through customer stisfction surveys to continue improvin8 services Results of this customer dvoccy philosophy re reflected in USP's BBB Accredittion A rting, Service Line Wrrnties of Americ's A+ ccredited rting nd 95% customer stisfction rting. nd support by simple, customer friendly pproch. One phone cll to USP's 24/7 toll-free ressurnce hotline will strt the process to disptch contrctor bsed on the proximity to the service ddress. repir There re no forms or pperwork nd no further effort on the prt of the customer is required. The contrctor is DOT). Progrm Description

16 Service Deprtment Customer is only one chnce to mke first impression, which is why USP strives to crete positive Customer There employee delights the customer with first-clss customer service becuse the Customer Service ech re the first interction customers hve when they cll with questions nd clims. Representtives to respondto questions before disconnecting the cll. The process is not series of mchine fed sitution nd reding verbtim from script, but n pproch tht trets the customer with respect nd questions them with individuls committed to resolving their problem correctly the first time. Additionlly, connects Wrrnty Anlysts mintin communiction with the customer throughout the repir process to ensure the utilizes 24/7/365 Wrrnty Deprtment for clims nd 8.m. to 6 p.m. EST for customer service. USP USP uses n outsourced cll center for specific cmpil n enrollment clls. Bsed on Additionlly, this ensures the best mix of professionl, highly trined cll center gents hndling specific experience, of clls while mnging low wit times nd bndoned rtes for our customers nd prospective types primry, internl Wrrnty Deprtmentnd CustomerService Deprtmentislocted t: The Grndview Circle, Suite Cnonsbu,PA Customer Service Deprtment is designed to service ll of our customer needs. All clls re routed The the sme toll-free number nd re lwys nswered by live gent. During stndrd business through (8.m. to 6 p.m. EST), the service center fields ll types of clls, from non-cmpign sign-ups nd hours bout wrrnty coverge to repirs. For repirs, orto check up on n open clim request, live questions Customer Service Deprtment is stffed ccording to demnd. Typiclly, there is one supervisor nd USP's full time gents hndling Customer Service clls nd one supervisor nd 12 Wrrnty Anlysts hndling six s determined by the Customer Service Deprtment Mnger. times vry dily bsed on cmpigns nd sesonl impcts. On verge, USP mintins 2 minutes or Hold hold time verge; however, ll customers hve the option to leve cll bck number for n gent to less cmpign seson (spring nd fll), direct mil mrketing cmpigns drive concentrted response During just few clendr dys. To ensure low wit times for interested customers, USP outsources cmpign over of Snford Utility Service Line Insurnce / Wrrnty Experience in the Customer Service Group with every cll. USP hs n extensive trining process to ensure Employees respond to ll clls quickly, sking the necessry questions to obtin informtion bout the the work is completed to the customer's stisfction nd nswer dditionl questions if needed. customers. customer service gent is vilble 24/7/365, even on holidys. USP's primry customer service center services the entire contiguous United Sttes nd provides dequte coverge for ll needs. ll clim clls. Shifts re stggered to djust for cmpign ctivity, wether relted events nd other needs return their cll without losing their priority plce in line. ctivity to third prty vendors who specilize in utility nd energy mrketer ccounts. Currently, third prty vendors include DilAmeric nd CustomerLink. USP is extensively involved in the trining of externl cll center gents to mintin consistency for ll customers contcting USP. Progrm Description

17 retention modei thn ncres ng -t fing in-hous6 -Iistorictl Tth Hl H em mmtrtoh lent gents comfortble in the utility nd energy mrkets cn flux between ssignments t the outsourced since verges pproximtely 18,000 clls monthly through the Customer Service Deprtment with n USP 5,000 forwrded to CustomerLink nd DilAmeric during non-cmpign seson. Additionlly, dditionl Customer Service Mnger, Annette Myford, nd other mngement stff continuously monitor hold USP's nd cll volumes to dpt to the growing orgniztion nd prtnership bse. Bsed on recent times USP's Customer Service Deprtment hs undergone severl stffing chnges to djust to new cll nlysis, dditionl prtners, cmpign preprtion nd continued improvement. volume, cn lso find nswers to frequently sked questions nd inquiries by ccessing informtion Customers their ccount or products offered on our website, bout Denils Clim designed the Terms nd Conditions to provide brod rry of coverge conditions to meet wide USP result, in 2012 (Jnury 1 December 31), USP denied just 2.11% of ll clims. The three primry As for denil re nonpyment (0.03%), preexisting condition (0.31%) nd excluded in the Terms nd resons customer wish to ppel clim, they cn contct Customer Service nd spek to member of the Should stff. mngement Contrctors the Customer Service Representtives crete the first impression, USP contrctors re the fce of the While nd must dhere to strict ethicl stndrds nd customer service guidelines. USP utilizes locl compny within the community to keep dollrs in the locl economy. This will ensure quick response contrctors nd fmilirity with locl requirements. Repirs cn be completed effectively nd efficiently, resulting time exceptionl customer service. in USP hs seminrs nd workshops in n effort to engge businesses nd rise wreness bout the outrech Contrctors re encourged to contct USP nytime with questions or to enroll in the network. In progrm. USP cn provide online nd print resources tht cn be plced on the city's website nd miled to ddition, businesses s n dditionl outrech strtegy. This will build wreness of the progrm within the re Smll Business Community. vendors nd return to successive USP cmpigns (s opposed to losing qulified tlent to permnent job plcements between cmpign periods). USP hs frequent Qulity Assurnce monitoring for ll types of clls hndled through the internl nd externl cll centers. vriety of needs. The orgniztion ws built to provide customers' pece of mind. Conditions (1.77%). For denils bsed on exclusions indicted in the Terms nd Conditions, customers receive letter with the specific reference in the document s to why the clim ws denied. dedicted Contrctor Tem responsible for recruiting, mnging nd providing guidnce to locl plumbers interested in joining the Contrctor Network. USP's mngement tem will hold community Progrm Description

18 list. If the city does not wish to provide list, the Contrctor Tem will reserch vilble pproved in the territory nd begin the process for network pprovl. plumbers contrctor is vetted through n extensive process, which includes review of their BBB profile, prior Ech reference checks nd interviews to ensure they will meet the high stndrds nd commitment complints, criminl record rendering him/her unfit to perform work on privte property. previous Contrctor meets minimum insurnce requirements including: libility insurnce s required by lw; Automotive Generl commercil libility insurnce of t lest $1,000,000. o Afterhours, weekend nd holidy vilbility in cse of emergency. expects contrctors to schedule directly with customers to ensure the best fit for convenient times for USP visits nd completion of work. It is expecte.d tht contrctors mintin fterhours, weekend nd holidy site in cse of emergency conditions. If contrctor fils to meet customer t mutully greed- vilbility ppointment time, tht feedbck is recorded, the contrctor will be dvised nd the job will be upon Plese see Attchment G for the re. if the city wi Ses 6 provide list of pproved contrctors, USP will begin the vetting process with the pre- to customer service. Our contrctors re the reflection of USP in the field nd with customers. USP strives to mke sure every customer is met by n honest, trustworthy nd qulified professionl committed to the sme vision s USP. USP ensures tht every prticipting contrctor hs both the desire nd bility to quickly respond in their territory with the pproprite equipment nd skilled lbor. As requirement, USP gurntees tht ll hired meet the minimum requirements, including: contrctors A current stte or locl license. All on-site plumbers must hve vlid driver's license nd ctive stte plumbing license. All employees hve been thoroughly screened through bckground check to ensure employees do not hve o Worker's Compenstion insurnce s required by lw; o ddition to the minimum insurnce requirements, ll contrctors re subject to phone interview nd In visit, if necessry. Prior to cceptnce into the network, ll contrctors re screened through third- site prty vendor, PlusOne Solutions, for bckground checks nd license verifiction. ressigned to nother contrctor in In return for the contrctor mintining these customer service stndrds, USP commits to py resonble rtes s greed upon nd to py within 30 dys from the time their invoice is submitted. Qulity Control Contrctor of USP's high stndrds nd requirements, contrctors re ssessed vi customer-generted Becuse provided on the Customer Stisfction Survey. Contrctors who cnnot mintin competitive scores results through their survey scores or rndom site inspections re plced on probtion or, depending on the either severity of the issue, removed from the network completely. smple Contrctor Work Order/Contrct. Progrm Description

19 control i Qulity empowers ll Customer Service Representtives nd Wrrnty Anlysts to use "customer-centered" USP every dy. All Customer Service Representtives nd Wrrnty Anlysts re trined nd pproch to mke judgment clls, look t ech sitution crefully nd mintin professionl ttitude empowered tkes customer service very seriously. If customer is unhppy with their service, clim denil, USP experience or ny other spect of USP's business, they re welcome to contct Customer Service contrctor I-listoriclly, the mjority of ll customer complints re resolved during this cll. For those concerns. where the issue is not resolved during the initil cll, the customer will be connected with instnces Clims Anlysts re empowered to mke judgment clls within specific guidelines pertining to Wrrnty nd denils. Outside of tho.se specific guidelines (i.e., sending out contrctor for service cll pprovls lek on line is suspected but not confirmed) the Anlyst cn recommend suggested pth of when customer is trnsferred to Clims Supervisor who hs dditionl pprovl uthority. At this stge, the ttempt is mde to stisfy the customer s long s it is not in direct violtion of the mrketing letter every in the spirit of the Terms nd Conditions. If the issue cnnot be resolved t this stge, the customer is nd to the Clims Mnger for resolution. Customer service especilly within the world of clims trnsferred Service Customer Service Representtives re lso empowered to mke judgment clls within specific guidelines, Customer s they pertin to billing issues or customer stisfction. If the Customer Service Representtive especilly resolve the issue in one cll, the customer is trnsferred to the Customer Service Supervisor, who cnnot Mnger who will mke the finl determintion on the ccount. Just s in clims, the gol is to Service the customer with world-clss service tht goes bove nd beyond their expecttions. Every delight with ll customers. sk to spek with supervisor to rectify the sitution. USP routinely follows up on every complint in nd ttempt to stisfy the customer. n nd when n issue rises, there is first n ttempt to resolve the sitution during the initil cll with If Service Representtive or Wrrnty Anlyst who is empowered to ddress ll customer Customer supervisor in either clims or customer service, depending on the nture of the issue. Further detils regrding customer complints nd qulity control for customer service nd clims re detiled below. ction to the Clims Supervisor nd/or Clims Mnger. If dditionl ssistnce is needed, such s pprovl for work outside the scope of the Terms nd Conditions, is the bedrock of the business. cn exmine the sitution in more detil nd ttempt to stisfy the customer. If the customer's concern still needs to be esclted, the customer will be trnsferred to the Customer resonble effort is mde to stisfy the customer in line with the spirit of the reltionship. Progrm Description

20 is ble to pprove more thn 95% of ll clims nd more thn 95% fll within the coverge cp. When USP with no lterntive but to deny clim, USP will work closely with the homeowner nd locl contrctor left Service Evlution Process Customer the completion of every clim (even denils), Customer Stisfction Survey is miled to the customer At feedbck on the entire experience -from the initil cll through the completion of the repir. requesting re miled, versus hnded to the customer t the completion of the job or surveyed by phone, to Surveys honest prticiption from the customer. USP verges pproximtely 45% survey prticiption, ensure is higher thn most industry stndrds of 25-30%. Additionlly, ny survey with written comment, which Repirs Wrrnted the originl repir fil, USP's contrctors wrrnt ll work for one yer. However, s long s the Should no lifetime nnul limit in our Terms nd Conditions. Ir customer notices problem with repired line, they or follow the sme process s mking clim. One cll to USP's Customer Service Group will disptch would contrctor to the home for the repir. Whether it is the initil clim or wrrnted repir, the locl is the top priority. customer Benefits Prtner offers unique public-privte prtnership to the city. As one of the leding ntionl wrrnty providers USP orgniztions nd every prtner city thoroul hly vetted USP's wrrnty progrm before endorsing the Both s prtner. The lignment with these orgniztions, s well s city prtners cross the ntion, orgniztion As Revenue Generte pr[ner, the city cn elect to receive reyenue per the options in the Fees nd Roylties section which As use in generl funds or for specific progrms such s police, fire, cre or other services. However, city my decline roylty pyment, which will result in emergency monthly/nnul price for residents. lower of Snford Utility Service Line Insurnce / Wrrnty A Process USP's customer dvoccy culture coupled with Given close working reltionship with smll contrctors, to come to n rrngement tht suits both prties. Any customer wishing to ppel clim my contct Customer Service nd sk to spek with member of Senior Mngement. positive or negtive, is forwrded to USP's Director of Qulity Control for pproprite ction. Externl feedbck is incorported into Qulity Assurnce for both Customer Service Deprtment p ents nd the contrctor network. customer remins with USP, ny dditionl repirs on the line would be covered since there is service line wrrnties, USP is the only wrrnty provider endorsed by the Ntionl Legue of Cities nd for ws wrded Mster Contrct from the North Centrl Texs Council of Governments. Becuse of these strtegiclly ligned prtnerships, the city cn feel confide.nt in prtnering with USP s solid progrm. ensures tht residents will hve pece of mind enrolling with Service Line Wrrnties of Americ. prtner, the of Snford will rep significnt benefits, which re detiled on the following pges. will generte revenue for your city to Progrm Description

21 Benefits Environmentl the progrm, residents re more pt to report leks or breks in Through of wste nd pollution, s well s wter conservtion. These economic nd environmentl prevention gretly help the city continue to thrive nd protect the environment, while lso sving the city concerns helped me believe in my government." But Dvid isn't lone; Norm Y. of Northglenn, Colordo, hs similr joy, writing, "1 m so plesed the city supports this wrrnty.this wrrnty provides experienced testimonils from customers cn be found on our prtner website here, More nd our consumer website here, Reports Prtner cib/prtner, you hve ccess 24/7/365 to USP Prtner Reports vi the prtner portl. In the prtner As city leders cn crete ny number Of necessry Iogins for officils, dministrtive stff members portl, other key stkeholders to ccess prtner informtion including number of enrollments, clims nd nd revenue generted. This informtion cn be downloded for inclusion in your council meetings or roylty with other key stkeholders. meetings service lines which trnsltes to money. Imge Improved hs seen tremendous response from residents who hve indicted their view of the city hs USP s result of the prtnership. When cities provide services tht not only help residents sve improved but protect their homes nd property, they feel confident in money, their city leders. Residents like Dvid H. of Atlnt, Georgi, wrote, "This is overll the best thing my city hs offered me. It pece of mind for Iongtime homeowners." testimonils.html. Reports cn be downloded into PDF nd Microsoft Excel files for further nlysis. For smple report, plese see Attchment H. Progrm Description

22 Experience Firm nd Experience Bckground in Cnonsburg, PA, USP is one of the lrgest independent providers of service line Hedqurtered in North Americ with over 400,000 wrrnty contrcts to dte through municiplities nd wrrnties is portfolio compny of Mcqurie Cpitl, prt of Mcqurie Group Limited, one of the world's USP owners nd mngers of utility nd infrstructure ssets with over $300 billion in ssets under lrgest worldwide. Currently, USP nd its ffilites employ 50 people between the Cnonsburg office mngement stellite loctions round the ntion, including severl people in our Dvie, FL, office. USP hs nd customer service nd reltionship mngement hving developed the utility service line mngement, progrm t Consolidted Nturl Gs (CNG) in the mid-1990s. This unique history provides diverse wrrnty the sponsor. This blend of utility nd municipl experience hs given USP the insight to genuinely on the needs of homeowners within ech nd every community. understnd One of the most prestigious prtnerships for USP is with the Ntionl Legue of Cities (NLC), orgniztions. ntionl orgniztion dedicted to helping city leders build better communities. Together, the NLC nd USP hs record of strong ernings nd strong cpitl structure. In ddition, USP's business is bcking. With yers of clims experience nd revenue strem tht is more thn dequte to cover debt-free. costs, USP is more thn cpble of underwriting its own clims. USP mrkets to consumers under the clims nme Service Line Wrrnties of Americ, which lso hs n A+ ccredited rting with the Better brnd Office Loction Physicl Service Prtners Utility Grndview Circle, Suite PA 153:27 Cnonsburg, of Contct Point P. Mdden Michel of Snford Utility Service Line Insurnce! Wrrnty Section 3: Firm Qulifictions prtners. Since its formtion in 2003, USP is committed to mintining ccredittion nd n A rting utility the Better Business Bureu, gining the trust of thousnds of public officils, orgniztions nd with residents cross the ntion. prtnered with more thn 200 contrctors in more thn :[60 communities round the country. USP's success ws not by chnce; the senior mngement tem hs deep-rooted understnding of brnd experience in developing nd mnging successful progrms tht delight customers nd reflect fvorbly The success of USP is lso ttributed to the unique prtnerships with municiplities nd governing USP hve brought the NLC Service Line Wrrnty progrm to residents ntionwide. Service Prtners, Inc. ws formed s the holding compny of Columbi Service Prtners, Inc., which Utility cquired from the Columbi Energy Group by the current senior mngement tem with privte equity ws Business Bureu. Account Mnger Regionl mmdden@utilitysp.net Firm Qulifictions Section 3:

23 smooth progrm trnsition. The ccount mngement tem will comprise of the following professionls: region of the U.S. Prior to joining USP, Mike plyed n importnt ledership role within the southestern Legue of ities (FLC) sperheding one of the lrgest nd most successful specilty insurnce Florid in the U.S. During his tenure with the FLC, Mike orchestrted the turnround of the Florid progrms Insurnce Trust nd grew fund equity by six-hundred percent in just under 9 yers. Municipl spent mny yers in the insurnce industry, Mike herd mny complints from people with utility Hving breks, leks, etc.; unfortuntely, t the time, no service such s tht offered by USP existed. Becuse line sw the necessity for service line wrrnties, nd liked USP's mngement style nd pproch to Mike he decided to embrk on new creer with USP. Most of Mike's professionl experience is in wrrnties, insurnce field, nd he holds severl insurnce licenses nd designtions, including the Chrted the nd Csulty Underwriter (CPCU) designtion. Property Crmichel, Vice President Business Development Brd Vice President of Business Development, Brd Crmichel is resourceful business leder who knows As to deliver innovtive ides, improve business processes, nd mnge orgniztionl chnge to serve how clients. Brd enjoys reching out to cities lrge nd smll like to understnd their unique municipl privte lbel prtnerships s well s for developing strtegic mrketing plns nd implementtion for Brd hs been n integrl prt of negotiting contrcts with mjor cities cross the country, such strtegies. Atlnt, Milwukee, Phoenix, nd Knss s well s developing nd mintining the orgniztion's s reltionship with the Ntionl Legue of Cities. strong people nd ides together to crete vlue for the orgniztion. As leder, Brd is skilled t seeing bringing vlue in people he meets every dy nd cultivting reltionships to help the orgniztion grow. the his employees, Brd focuses on communiction nd temwork to ensure every employee understnds With tsks t hnd before they begin. He works hrd to help everyone understnd the reson, rtionle nd the importnt to the overll success. of Snford Utility Service Line Insurnce / Wrrnty $tffresumes is committed to provide the of Snford with designted, professionl tem to gurntee usp Michel P. Mdden, Regionl Account Mnger nd Primry Point of Contct Mike Mdden joined Utility Service Prtners in My, 2011, s the Regionl Account Mnger for the chllenges nd provide solutions to meet their specific needs. Brd is responsible for identifying new prospects mong municiplities, developing customer reltionships Throughout Brd's creer, collbortion nd networking hve been constnt theme s he focuses on benefit behind the ides so the end product will rech mximum potentil. This focus is n opportunity to tech, with ll levels of stff, to see how the tem works together to grow the business nd how their role is 3: Firm Qulifictions Section