Outsourced Domestic and International Relocation, and Global Assignment Services

Relocation Program Management

Please provide the following information about your firm
1. Provide a description of your service delivery structure and describe how you propose to utilize this structure to deliver service to our company.
2. Describe the role and typical background of those individuals who will be responsible for management of the program and communication with our company and our transferees
3. For the individual(s) or team that will work directly with our transferring employees, please provide the average tenure with your firm, the average number of years in a customer service role, and the historical turnover rate within this team.
4. How do you ensure that a company’s relocation policy meets the needs of transferring employees while containing the company’s costs?
5. Please indicate whether you can provide all the services related to an Outsourced Domestic Relocation and International Relocation and Global Assignment program. Which services are performed by your own company and which by your suppliers and/or alliance partners?

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Domestic and International Relocation, and Global Assignment Services

Relocation Policy Consulting

Describe how you will counsel employees about our specific policies, including:
1. Availability,
2. Initial and ongoing communication,
3. Information Technology.
4. Please indicate how the individuals who will work directly with transferring employees are
  1. Compensated
  2. Trained

Relocation Benefits Administration – Client Accounting

Describe your relocation client accounting services, including:
1. Your process for handling relocation program (policy) exceptions
2. How would your company manage changes in the tax laws and other legislation in order to keep us in compliance? How would that information be communicated to us?
3. How would your company manage changes to international and local tax laws globally?
4. Does your system provide gross-up calculations on certain taxable relocation expenses?
5. In regards to payroll and tax issues, address how your organization deals with taxable versus non-taxable items, and how these will be tracked and reported accurately to IDEAL CORPORATION.
6. Please describe in detail your company’s approach to international client accounting:
  1. Tax Equalization process
  2. Your capabilities as it relates to departure location payroll / home country payroll / host country payroll
7. Describe the methods and systems you have in place for expense tracking for transferees. Discuss how you address such areas as:
  1. Auditing expense reports and invoices
  2. Payments to transferees and vendors
  3. Equity advances and payments
  4. Calculating tax gross-up/transmission of data to payroll
8. Please attach to this document as an addendum a schedule of items which are not taxable.

Client Reporting

Please provide your responses to the below questions related to Client Reporting.
1. Please provide a general description of your company’s reporting capabilities.
  1. What Standard/Customized reports does your company offer?
  2. What Management reports does your company offer?
2. Please attach as an addendum samples of the following Relocation Reports to this document:
  1. Standard / Customized Report
  2. Management Report
  3. Initiation Report
  4. Exception Report
  5. Supplier Report
  6. Homesale Report
  7. Global Assignment Report
  8. Move Status Reports
  9. Transferee Satisfaction Report
3. Please attach as an addendum to this document samples of the following Financial Reports :
  1. Cost Estimate Budget Accrual Report
  2. Detailed Expense Reports (Closed and Open Files)
  3. Payroll Reports
4. Please describe your online reporting capabilities, if any.

Online Services

Please provide your responses to the below questions related to Online Services.
1. Please detail the services which would be able to be tracked online.
2. Describe how your company might be able to offer the initiation of services through an online portal.
3. What is the percentage of up time that should be expected of your online services portal?
4. If experiencing issues related to up time, who within your organization would be the appropriate group to contact to resolve up time issues?
5. Please describe what online services would be available for:
  1. The transferee
  2. The client contact

US Domestic Relocation Services
Home Marketing Assistance

Please detail your responses to Home Marketing Assistance below:
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Home Marketing Assistance services? Explain your relationships.
2. Please give a step-by-step description of how your Home Marketing Program works for a transferee. (Include most important features).
  1. Client Authorization / Initiations
  2. The Initiation Call
  3. Conducting the Needs Assessment
  4. The Market Analysis
  5. Establishing the List Price
  6. Implementing the Home Marketing Action Plan
  7. Achieving the Sale
  8. Negotiating the Offer
  9. Transition to Final Closing
  10. The Homes That Do Not Sell
3. In reference to brokers selected to prepare Broker Market Analyses:
  1. What criteria are used in the selection of a broker?
    1. Real Estate Broker Selection Process
    2. What instructions, if any, do you give a broker to determine the listing price? Please attach a copy of these instructions to this document as an addendum.
    3. To what extent are employees allowed to select the brokers from an approved list? May employees provide brokers for qualification and use who are not on an approved list?
  2. Please describe the mechanisms in place to ensure effective review of BMAs and to derive a realistic listing price.
  3. Describe your company’s follow-up procedures with brokers to ensure timely receipt of BMAs.
  4. Describe the procedure you have in place for negotiating strategies of contracts between the buyer and the employee.
  5. Describe your company’s policy regarding referral fees (i.e. percentages, etc.)

Homesale Assistance

Please detail your responses to Homesale Assistance below:
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Homesale services? Explain your relationships.
2. Please give a step-by-step description of how your Homesale Program works for a transferee. (Include most important features).
  1. Client Authorization / Initiations
  2. The Initiation Call
  3. Conducting the Needs Assessment
  4. The Appraisal Process
  5. The Guaranteed Offer
  6. Implementing the Home Marketing Action Plan
  7. Achieving the Sale
  8. Negotiating the Offer
  9. Transition to Final Closing
  10. The Homes That Do Not Sell
3. Please attach as an addendum to this document step-by-step flow charts of how your homesale program works for a transferee. (Include most important feature).
  1. Guaranteed Offer / AV Sale Process
  2. BVO (Buyer Value Option), Regular Inventory and Amended Sales
4. How and when are property titles transferred from the employee’s name to your firm and/or buyer?
5. How may transferees reach their counselors during weekend and evenings? Please outline your procedures. If a counselor is unavailable, what is your backup mechanism?
6. Do you provide your counselors any bonuses? If so, what criteria are your bonuses based upon?
7. Please attach a sample of all materials typically sent to a transferee.
  1. In addition, please identify paperwork required of a transferee.
8. In reference to the appraisers selected to determine market value:
  1. What criteria are used in the selection of an appraiser?
  2. What instructions or guidelines do you give appraisers to determine market value? Please attach a copy of these instructions as an addendum.
  3. To what extent are employees allowed to select the appraisers from an approved list? May employees provide appraisers for qualification and use who are not on an approved list?
  4. How does your firm deal with adjustments to appraised value for repairs and improvements?
  5. What is your position on sending copies of the appraisals to transferees? Also, if applicable, at what point in the relocation process are appraisals sent to employees?
  6. Describe your company’s follow-up procedures with appraisers to ensure timely receipt of appraisals.
  7. Please describe the mechanisms in place to ensure effective review of appraisals prior to making an offer to employee (i.e., what is your review process, who is responsible for reviewing appraisals, at what point(s) are higher level management approvals required, etc.)
  8. Please describe any “appeal” process or opportunity given to the employee to review the market value/guaranteed offer price for accuracy?
  9. Please describe the process and criteria for reviewing the appraisers’ performance and attach as an addendum a sample copy of an appraiser review report:
    1. What determines when an appraiser is reviewed?
    2. Approximately how many appraiser reviews did your firm conduct during last year and YTD this year?
9. Please describe the process by which you will amend the guaranteed offer.
10. What procedure do you have in place to verify an employee’s need for equity before contract (equity advance)? What documents do you require to be in your possession prior to advancing equity to an employee? Is there a charge for a wire-transfer of funds?

Homefinding

Please provide your responses to the below questions related to Homefinding.
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Homefinding services? Explain your relationships.
2. Please describe your Homefinding service capabilities.
3. What distinguishes your company’s ability to provide Homefinding assistance?
4. What is the criterion for real estate agents assigned to work with transferees?
5. Describe how you would assist with developing more effective relocation policies related to home purchase benefits.
6. Please describe your Homefinding service capabilities around the world.
7. How do you evaluate the performance of the real estate broker as it relates to Homefinding assistance?

Employee and Family Concierge Service (US Domestic only)

Please provide your responses to the below questions related to Employee and Family Concierge Service.
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Employee and Family Concierge services? Explain your relationships.
2. Explain how you conduct a Needs Assessment for a transferring Employee and Family.
3. What is the number of days that is included in your Concierge program?
4. How are your services extended to the employee (in-person, over the phone, etc)?
5. If any of the services are provided in-person, when would a representative of your company be available to our employee and family?
6. What services would be available over the phone or web?
7. What services would available in person?
8. What are the typical fees associated with these services? Please attach as an addendum.
9. How do you evaluate the performance of individuals who extend these benefits to transferring employees?

Mortgage Services

Please provide your responses to the below questions related to Mortgage Services.
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Mortgage services? Explain your relationships.
2. Please describe your proactive approach to avoiding purchasing properties that may result in costly mistakes for transferees on their next relocation.
3. Provide as an addendum an organizational chart of your mortgage services team that would be assigned to the (Customer Account).
4. Provide the address of the office that would serve as the primary point of contact. Include the name, title, address, e-mail fax and direct dial telephone number(s) of the individual(s) who would be principally responsible for the account.
5. Have any of your clients terminated your mortgage services within the past two years? If so, explain why the relationship was terminated?
6. Describe your compensation program for your loan originators.
7. What type of mortgage programs can you offer our relocating employees?
8. What are your reporting capabilities? Provide samples of your reports.
9. How do you keep corporate clients abreast of significant developments in the mortgage lending and corporate programs? How do you provide advisory services to your clients?
  1. Describe an example.
10. What underwriting guidelines do you take into consideration specific to relocating employees? Describe any documents you would request from our employees.
11. Provide a flow chart for loan origination, processing, underwriting, and closing processes.
12. Describe the time frames necessary for customer loan approval. Provide a sample pre-approval letter.
13. Provide a summary of the following performance metrics:
  1. Lead to application ratio
  2. Application to funding ratio
  3. Customer satisfaction results (return rates and service ratings)
14. Describe the communication and contacts our transferee will have with your company throughout the origination, processing and underwriting of their loan?
15. Provide the percentage of loans that your company will retain servicing.
16. What can you offer to our other employees that are not relocating?
17. What differentiates your company from your competition?
18. Do you have any special programs for non-US citizens that will be working in the US on a temporary and/or permanent visa?
19. Describe your service evaluation process and include your average return rate.
20. List any states you can not provide loans in.
21. Describe the direct billing and closing cost process.
22. List the five most compelling reasons why our company should select your firm to handle the relocation mortgage services portion of our program.
23. Please indicate your office hours. How are after hour calls handled?

Temporary Living

Please provide your responses to the below questions related to Temporary Living.
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Temporary Living services? Explain your relationships.
2. Do you provide temporary living services to transferring employees and their families?
3. Do you partner with vendors who provide temporary home-finding services?
4. Do you have partnerships with hotel chains and corporate housing facilities?
5. Do you have direct billing arrangements with hotel chains and corporate housing facilities?
6. Do you have the ability to make payments directly to vendors on behalf of IDEAL CORPORATION, such as to landlords?
7. How do you evaluate the performance of Temporary Living providers?

Rental Assistance

Please provide your responses to the below questions related to Rental Assistance.
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Rental Assistance services? Explain your relationships.
2. Do you provide Rental Assistance to transferring employees and their families?
3. Do you partner with vendors who provide Rental Assistance?
4. What is typically included with your Rental Assistance program?
5. Does your Rental Assistance program include rental tours?
6. Are there any fees associated with the Rental Assistance program you offer? If yes, please detail below.
7. Does your Rental Assistance program include a website to help employees find rental listings on their own?

Household Goods Shipment

Please provide your responses to the below questions related to the Household Goods Shipment.
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Household Goods Shipment services? Explain your relationships.
2. Is there a dedicated single point of contact for each transferring family?
3. What percentage of surveys for domestic shipments are performed by your employees?
4. What percentage of domestic moves are packed by crews you employ?
5. How many tractor/trailers do you own and maintain?
6. What is the total square footage of company owned storage?
7. Are your warehouse storage centers equipped with:
  1. Alarms?
  2. Sprinklers?
  3. Climate Control?
8. Corporate relocation is what percentage of your total business?
9. What is the average length of your client tenure (years)?
10. What percentage of your domestic business is corporate relocation (as compared to COD and/or freight)?
11. Note your quality certifications–(i.e. ISO, Six Sigma), or service awards.
12. What is your average tenure of your domestic company full time permanent employees?
13. Are all members of your US based crew required to wear company uniforms?
14. Describe your training program for employees within the US.
15. Do you employ your own crews for packing?
16. What are your service ratings in reference to percentage of satisfied and very satisfied customers on domestic shipments?
17. What is your service return rate? Quantity returned in comparison to number sent out?
18. How do you manage immediate service recovery?
19. Explain your process when a survey is returned with one or more dissatisfied comments?
20. To which domestic organizations do you belong and what benefits do your customers experience as a result?
21. What is the most effective cost containment innovation you have implemented over the last 2 years?
22. What proposal does your firm have beyond your standard operating practice to warrant/ensure that the shipper’s experience will be above and beyond standard service expectations? Please be as specific and detailed as possible.
23. What is the most effective customer fulfillment innovation you have implemented over the past 2 years?
24. For domestic shipments, what is the financial amount for claims that your move coordinators can authorize without management approval.
25. Do you offer customized web sites for specific clients?
26. Do you offer customer accessed web site tracking and reporting? Please attach sample screen shots of your customer access system.
27. Do you offer customer accessed web site tracking and reporting? Please attach sample screen shots of your customer access system.

Partner/Spousal Support and Family Transition Services

Please provide your responses to the below questions related to Partner/Spousal Support and Family Transition Services.
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Partner/Spousal Support and Family Transition services? Explain your relationships.
2. Describe your ability to provide services throughout the United States.
3. Describe the timeline for providing service(s) to the transferee (Advise turn times, i.e., how long to accept initiation, how long to make contact, etc.).
4. How long are services continued after transferee initiation?
5. How often can the transferee speak to their consultant?
6. How are consultants assigned?
7. How do you maintain community and labor information?
8. How do you gather and verify the most recent US domestic customs and work regulations?
9. Do you utilize any third party providers for any of your services?\
10. What regions of the country/countries are you strongest at servicing?
  1. Why?
11. Describe your training program both for in-house employees and any partners whom you utilize.
12. Does your company adhere to a quality program? Please describe.
13. How do you manage quality for your internal employees?
14. Please provide a sample of your transferee satisfaction survey. When is this survey distributed to the transferee? Do you have multiple options to complete the survey (mail, phone, web, etc.)?
15. What is your average customer satisfaction score?
  1. How are those scores identified/quantified?
  2. What is your methodology for calculating your satisfaction scores?
16. What do you perceive as the elements that are necessary to consistently achieve high transferee satisfaction ratings?
17. Describe how you use technology to manage your business and improve services to your clients.
18. Do you have an online/web-based system that transferees can access at anytime?
19. What capabilities do you have to accept orders from your clients?
20. Is your reporting structure online? How accessible is it for clients?
21. Identify and describe any online computer technology you have available for communicating, reporting and placement of orders. Provide a sample of all available account management reports.
22. Describe how current the data is from your reporting.
23. Describe your ability to customize reports and statements.
24. How long are your programs available to the employee?
25. Describe the bundled programs offered and the services included in each.

Property Management (US Domestic only)

Please provide your responses to the below questions related to Property Management.
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Property Management services? Explain your relationships.
2. Please provide a profile of your company’s experience in providing Property Management services to relocating employees.
3. Description of your understanding of the objectives and outcomes of offering property management services to a relocating employee.
4. Listing of all key personnel that will be assigned to managing the property of transferred employees, including their relevant experience, qualifications, roles and responsibilities, and availability.
5. If you have an associations to other firms whom you will be outsourcing some or all of the Property Management function please list their names below.
6. Please provide all costs and management fees to provide these services.
7. Please indicate how after hour calls handled for Property Management requests.
8. What type of reporting do you provide to the employee about the home while they are in the new location?
9. How are repairs processed while the transferee is away from the home?

International Relocation and Global Assignment Services
Visa and Immigration Services

Please provide your responses to the below questions related to Visa and Immigration.
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Visa and Immigration services? Explain your relationships.
2. How do you evaluate the performance of individuals who extend these benefits to transferring employees?
3. What are 3 key mistakes done by you in supporting visa/work permit/residential permit application for your clients that delays or hampers expatriation? Please detail what happened and lessons learned if any.
4. Please indicate a detailed description of the Visa/Immigration services to be provided in order to support the stated objective(s) and requirements.
5. Please indicate the processes and protocols your firm has put into place to ensure that the stated objectives will be achieved.
6. What is your recommended methodology for securing the necessary approvals for our assignees to start working in SPECIFY COUNTRY OR REGION and what are the benefits of this methodology.
7. Please indicate a timeline for obtaining the requisite Visas/Work permits for entry into SPECIFY COUNTRY OR REGION.
8. For moves going into SPECIFY COUNTRY OR REGION, what do you require of our local hiring entity and our employee. How many days prior to the projected start date are these requirements needed?
9. What procedures have you put into place to minimize the overall cost (service fees or governmental fees) to the client for Visa and Immigration services?
10. Please advise in which currencies you are able to invoice
11. Please indicate your process for assuming responsibility for renewals of existing files.
12. Please document your processes and procedures to ensure that renewals are processed in a timely and effective manor.
13. Please document your processes and procedures at the end of the assignment.
14. Does your organization have (personal) contacts, with diplomatic posts, and immigration departments in the various countries, which can speed up the visa process, custom clearance, social security or can influence it?
15. In the midst of processing the work visa, you realize there is a change of requirements by Immigration Authorities or Embassy. What is your action plan?
16. What kind of information and documents will be gathered by you from the employee and the local hiring entity in support of your Visa/Immigration process?

Destination Services

Please provide your responses to the below questions related to Destination Services.
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Destination Provider Services? Explain your relationships.
2. Explain how you conduct a Needs Assessment for a transferring Employee and Family.
3. What is the number of days that is included in your Destination Service program?
4. How are your services extended to the employee (in-person, over the phone, etc)?
5. If any of the services are provided in-person, when would a representative of your company be available to our employee and family?
6. What services would be available over the phone or web?
7. What services would available in-person?
8. What are the typical fees associated with these services? Please attach addendum.
9. How do you evaluate the performance of individuals who extend these benefits to transferring employees?

Employee and Family Concierge Service

Please provide your responses to the below questions related to Employee and Family Concierge Service.
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Employee and Family Concierge services? Explain your relationships.
2. Explain how you conduct a Needs Assessment for a transferring Employee and Family.
3. What is the number of days that is included in your Concierge program?
4. How are your services extended to the employee (in-person, over the phone, etc)?
5. If any of the services are provided in-person, when would a representative of your company be available to our employee and family?
6. What services would be available over the phone or web?
7. What services would available in-person?
8. What are the typical fees associated with these services? Please attach addendum.
9. How do you evaluate the performance of individuals who extend these benefits to transferring employees?

Partner/Spousal Support and Family Transition Services

Please provide your responses to the below questions related to Partner/Spousal Support and Family Transition Services.
1. How often can the transferee speak to their consultant?
2. How are consultants assigned?
3. How do you maintain community and labor information?
4. How do you gather and verify the most recent US domestic customs and work regulations?
5. What regions of the country/countries are you strongest at servicing?
  1. Why?
6. Describe your training program both for in-house employees and any partners whom you utilize.
7. Does your company adhere to a quality program? Please describe.
8. How do you manage quality for your internal employees?
9. Please provide a sample of your transferee satisfaction survey. When is this survey distributed to the transferee? Do you have multiple options to complete the survey? (mail, phone, web…)
10. What is your average customer satisfaction score?
  1. How are those scores identified/quantified?
  2. What is your methodology for calculating your satisfaction scores?
11. What do you perceive as the elements that are necessary to consistently achieve high transferee satisfaction ratings?
12. Describe how you use technology to manage your business and improve services to your clients.
13. What companies (if any) are you affiliated or partnered with to provide some or all of your Partner/Spousal Support and Family Transition services? Explain your relationships.
14. Describe your ability to provide services throughout the United States.
15. Describe the timeline for providing service(s) to the transferee (Advise turn times, i.e., how long to accept initiation, how long to make contact, etc.).
16. How long (days) are services continued after transferee initiation?
17. Do you have an online/web-based system that transferees can access at anytime?
18. What capabilities do you have to accept orders from your clients?
19. Is your reporting structure online? How accessible is it for clients?
20. Identify and describe any online computer technology you have available for communicating, reporting and placement of orders. Provide a sample of all available account management reports.
21. Describe how current the data is from your reporting.
22. Describe your ability to customize reports and statements.
23. How long are your programs available to the employee?
24. Describe the bundled programs offered and the services included in each.

Cross Cultural Training

Please provide your responses to the below questions related to Cross Cultural Training.
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Cross Cultural Training services? Explain your relationships.
2. How do you evaluate the performance of individuals who extend these benefits to transferring employees?
3. Describe your firm’s Cross Cultural training methodology.
4. In what languages does your firm offer training?
5. What are your trainers’ qualifications? How are they selected and trained?
6. Identify the geographic coverage of your firm’s proposed services by country/city, using these criteria and NOT including partner/sub-contractor company locations:
  1. Corporate Headquarters
  2. Operations Headquarters
  3. Field offices
  4. Out of the offices above, list the locations where language training services are handled.
7. How is Cross Cultural training delivered?
8. How do you customize Cross Cultural programs to meet the needs of individuals?
9. Explain how a staff member could be contacted. Do you offer a toll free number? Identify hours of availability and method of after-hours contact. Include back-up procedure for account manager.
10. Do you have the ability to track all Cross Cultural training activity for retention and reporting?
11. Attach readable samples of the following three types of reports as addendums. (Please name each attachment so that it may be identified easily, including a brief version of your company name in the file name.)
  1. a high-level summary report
  2. a detailed report
  3. a customized report
12. Confirm (1) the percentage of your company’s business, which exclusively involves providing Cross Cultural training services, and (2) the percentage of your company’s work force which is solely dedicated to other services.
13. In one sentence, summarize your method of maintaining high quality, consistent service.
14. Provide top 3 best practices within industry.
15. Briefly describe an example of how, in the most challenging of situations, you were able to save your client money (other than in fees).
16. Name 3 companies that you consider to be your top three competitors, and list why for each.

Language Training

Please provide your responses to the below questions related to Language Training.
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Language Training services? Explain your relationships.
2. How do you evaluate the performance of individuals who extend these benefits to transferring employees?
3. Describe your firm’s Language Training methodology.
4. In what languages does your firm offer training?
5. What are your trainers’ qualifications? How are they selected and trained?
6. Identify the geographic coverage of your firm’s proposed services by country/city, using these criteria and NOT including partner/sub-contractor company locations:
  1. Corporate Headquarters
  2. Operations Headquarters
  3. Field offices
  4. Out of the offices above, list the locations where language training services are handled.
7. How is Language Training delivered?
8. How do you customize language programs to meet the needs of individuals?
9. Explain how a staff member could be contacted. Do you offer a toll free number? Identify hours of availability and method of after-hours contact. Include back-up procedure for account manager.
10. Do you have the ability to track all Language Training activity for retention and reporting?
11. Attach readable samples of the following three types of reports as addendums. (Please name each attachment so that it may be identified easily, including a brief version of your company name in the file name.)
  1. a high-level summary report
  2. a detailed report
  3. a customized report
12. Confirm (1) the percentage of your company’s business, which exclusively involves providing language training services, and (2) the percentage of your company’s work force which is solely dedicated to other services.
13. In one sentence, summarize your method of maintaining high quality, consistent service.
14. Provide top 3 best practices within industry.
15. Briefly describe an example of how, in the most challenging of situations, you were able to save your client money (other than in fees).
16. Name 3 companies that you consider to be your top three competitors, and list why for each.

International Freight Forwarding

In addition to the questions above about Household Goods Shipment please provide your responses to the below questions related to International Freight Forwarding.
1. What companies (if any) are you affiliated or partnered with to provide some or all of your International Freight Forwarding services? Explain your relationships.
2. Please provide a summary list of what you consider “best practice” features in your present business relationships, including a summary of the positive aspects.
3. Please provide a sampling of your requirements for the following components of an international move:
  1. surveying
  2. move itself
  3. documentation
  4. packing
  5. lift vans and air containers
  6. steamship containers
  7. storage facilities
4. Explain how a staff member may be contacted and your firm’s philosophy on availability (i.e., toll-free phone, voice mail, e-mail, weekends, etc.). How do you provide coverage for an absent staff member?
5. How do you accommodate time zone and language barriers?
6. Please explain how you will handle contact with the account.
7. Please describe your process for communication with the transferee during their relocation process.
8. How many employees does your firm employ?
9. What is the average tenure of your employees?
10. Describe your training program for customer service representatives before working with clients.
11. Do you offer any sort of information to the transferee about their destination or upcoming move? What does it include?
12. Do you utilize quality surveys to gauge levels of service?
  1. If so, how and when is this quality survey delivered?
13. What specifically does the quality survey rate?
14. What is the average satisfaction level rating that your organization and its employees receive?
15. Give some examples of actions taken based on poor quality survey results?
16. What tools or procedures does your company have in place to ensure customer satisfaction throughout the relocation process?
17. Do you have in place a proven schedule of customer service standards, such as ISO 9002:1994 or ISO 9001:2000 Certification?
18. Do you belong to all the international household goods associations like OMNI, FIDI, are you FAIM Certified?
19. How do you guarantee that your employees are conforming to your quality standards?
20. Describe, in general, how you use technology to maximize efficiency and improve customer service.
21. Do you have any sort of formal move tracking and tracing system?
22. What are your technical capabilities? Do you have web-enabled reporting/billing/tracking functionality? Please describe your capability for electronic transfer of technical and commercial information to and from your customers, suppliers, and partners.
23. What are your primary communication methods (e-mail, systems, phones, faxes, etc.)?
24. Please describe the standard reports and reporting tools that you provide to your customers.
25. May status reports and other technological needs be customized as required by the customer?
26. How do you choose vendors to partner with on international relocation?
27. How do you measure levels of performance to ensure service quality is met, maintained, and re-evaluated on a continuous basis?
28. How are situations where partners do not perform to expectations handled?
29. Are you self-insured, or is insurance outsourced?
30. What type(s) of insurance do you offer?
31. What is your response time to insurance claims?
32. Do you work directly with the clients during the settlement process?
33. Do you arrange for repairs and/or third party service?
34. Do you offer replacement service?
35. What level of direct influence do you hold over claims adjudication and payment?
36. What is your claims experience?
37. Do you offer claims settlement for shipments not insured through your organization?
38. What is your standard method of invoicing?
39. What are your payment terms?
40. What is your standard billing interval?
41. What paperwork is required for the billing of an international move?
42. May you provide customized electronic billings?
43. Will you accept payment in the currency where the service is provided?
44. Please provide five references that we may contact.

Tenancy Management

Please provide your responses to the below questions related to Tenancy Management.
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Tenancy Management services? Explain your relationships.
2. Please provide a profile of your company’s experience in providing Tenancy Management services to transferees.
3. Description of your understanding of the objectives and outcomes of offering Tenancy Management services to a transferee.
4. Listing of all key personnel that will be assigned to managing the property of transferred employees, including their relevant experience, qualifications, roles and responsibilities, and availability.
5. Please provide all costs and management fees to provide these services.
6. Please indicate how after hour calls handled for Tenancy Management requests.
7. What type of reporting do you provide to the employee about the home while they are in the new location?
8. How are repairs processed while the transferee is away from the home?

Expatriate Tax Preparation

Please provide your responses to the below questions related to Expatriate Tax Preparation.
1. What companies (if any) are you affiliated or partnered with to provide some or all of your Expatriate Tax Preparation services? Explain your relationships.
2. Do you provide Expatriate Tax Preparation services to transferring employees and their families?
3. Please detail your Expatriate Tax Preparation methodologies.
4. How would your company manage changes in the tax laws and other legislation in order to keep us in compliance? How would that information be communicated to us?
5. Please detail the Tax Equalization process as it relates to Expatriate Tax Preparation.
6. How do you evaluate the performance of those responsible for preparing the taxes of expatriates?

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