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The following project roles and responsibilities descriptions establish base level requirements. <br />National will participate in joint planning sessions with IRC to further refine roles and <br />responsibilities as part of project kickoff and detailed planning. National will comply with all IRC <br />policies and procedures. IRC reserves the right to review and approve all final project roles and <br />responsibilities, designs and project plans. <br />Activity <br />Tasks <br />National <br />Deliverables <br />National <br />IRC <br />5.2.1 Public Information <br />Campaign <br />• Prepare door hangers. <br />See Exhibit 4 <br />• Mail notices as National <br />moves into new areas (at <br />least one week and no <br />more than 3 weeks prior) <br />See Exhibit 3 <br />• NMS website will show <br />examples of uniforms, <br />vehicles etc. <br />• Inform customers of <br />project <br />• Provide customer <br />information at least 5 <br />weeks before NMS is <br />scheduled to be in an area <br />• Review and approve <br />mailing before it is <br />released. <br />• Review and approve door <br />hangers <br />• Postcard <br />• Door hangers <br />5.2.2 Customer Contact <br />• Prepare CSR project fact <br />sheet and scripts <br />• Provide 50 inbound phone <br />lines to handle customer <br />calls <br />• Provide 24/7 call center <br />operations <br />• Log all customer calls in <br />MDM <br />• Provide E -appointment's <br />function to customers. <br />• Add notes for all customer <br />interaction in MDM <br />• Review and approve CSR <br />fact sheet and scripts <br />• CSR Fact Sheet and scripts <br />5.2.3 Installation <br />Scheduling <br />• Provide scheduling of <br />installations to customers <br />as needed through e- <br />appointment or call center <br />• Send reminder text/phone <br />call day before <br />appointment <br />• Provide IRC with list of <br />scheduling problems <br />• Review Installation <br />Schedule <br />• Work with National to <br />resolve scheduling <br />problems <br />6. MDM PORTAL <br />6.1 Description <br />This Section describes the work to be performed to provide IRC access to National's MDM Portal. <br />With the customer account information provided by IRC, National will create a new customer <br />database, and generate workorders. Customer data is cleansed and processed into National's <br />custom SQL Based Data Management Program — Basic Accounting Billing utility (BABU). Once <br />integrated into BABU, National IT staff create workorders, mailing list, customer notices and the <br />60 <br />