CUSTOMER CARE

Pyramid has significant experience in monitoring and responding to Service Desk tickets as we are currently responding to Service Desk tickets on the majority of our support projects with HUD. Upon receipt of a Service Desk ticket, the Pyramid Team will analyze the issue, determine the proper resolution, and implement the solution with concurrence from the HUD GTM and/or other HUD representatives.

As part of this process, Pyramid will notify the user and update the Service Desk ticket, acknowledging receipt of the system problem as soon as it is reported. We will carefully analyze the reported problem within one business day (24 hours) of receipt of the ticket and provide status comments on the ticket. We will provide a solution to the Service Desk ticket within two business days (48 hours), or provide an explanation for requiring a longer resolution period.

Pyramid will also provide a status of Service Desk tickets, open, closed, and in progress in the Weekly Status Report and the monthly Service Desk Analysis Report. Incident reports that document any system related issues will also be provided on an as required basis. A catalog of maintenance requirements will be maintained of known system defects and requested changes. A Trend Analysis Report will be prepared to determine the trends indicating and/or recurring defects and opportunities for potential changes likely to improve the performance of the systems.

Pyramid currently successfully monitors and responds to Service Desk tickets on our support contracts including the Real Estate Settlement and Procedures Act (RESPA) System, Approval Recertification Review Tracking System (ARRTS), Active Partner Performance System (APPS), Multifamily Default Delinquency Reporting (MDDR) System, Tenant Rental Assistance Certification System (TRACS), Mark-2-Market (M2M), and Housing Counseling System (HCS), among others at HUD.

CLEARINGHOUSE OPERATIONS

Pyramid staffs the Energy Star Hotline for the Environmental Protection Agency with bi-lingual support in Spanish and English. Pyramid also provides Help Desk support for HUD systems operation to Community Planning and Development (CPD) staff and business partners that use CPD systems, including grantees in metropolitan cities, urban counties, consortia, and states, as well as public interest groups. Pyramid assists grantees with problems pertaining to funding drawdown and tracking other disbursement requests that have been rejected or lost through the Line of Credit Control System (LOCCS) and the U.S. Treasury system.

Offerings include:

• Handling voice calls, process for responding to surge call volume
• 24/7 call center service
• Translation service
• Responding to email requests within 24 hours
• Providing daily, weekly and monthly call tracking services
• Review specific call in call database
• Define and categorize user problems
• Provide trend analysis
• Provide recommendations to reduce recurring problems