Specifications include, but are not limited to: Reviewing and modifying the existing Certification Policy to ensure that it captures the information necessary for an objective evaluation of contractor performance. This will require the collection of input from both contractor and City staff and will be due within three months of execution of an agreement with the City. Enhancing the process by which HCIDLA currently evaluates contractor performance for the period of July 1, 2018 and June 30, 2019 and any approved subsequent annual evaluation periods. This will serve as a critical tool in the process of continuous improvement which will create opportunities for ongoing system refinement. Introducing innovative strategies and develop methodology for evaluating client/customer satisfaction, conduct the actual surveys and compile and present results for incorporation into the annual performance evaluation. This also includes the development of standardized client surveys to be conducted twice per year. Providing recommendations for HCIDLA to adopt an improved systematic policy and process to collect, assess, act upon, and trend client feedback regarding programs and services offered. Presenting formal reports and performance evaluation results to the Community Action Board, Mayor, City Council and other Commissions and Boards as requested. These reports should identify trends, best practices, and comparative customer feedback data that provide evidence of a high degree of satisfaction among low-income customers, partners/stakeholders, funders, and the community at-large. Customer driven excellence is the desired outcome of this process.