Timestamp Name (Optional) Company

7/25/2017 10:42:49 test test

7/25/2017 15:26:20 Karl Geppert PelicanCorp

7/25/2017 17:31:23 Crown Agents

7/26/2017 8:01:20 Cynthia Moore PGi

7/27/2017 0:38:25 Ken Ober Fox
Bureau of Internal
8/4/2017 12:59:45 Grace Q. Cajipe Revenue
Rahul Patel Express Scripts Inc.
Shefali Saraf Express Scripts INC
Joanne Potishnak ESI

Melissa Lang -

Zinaida Gen ESI

Cory Atwood Express Scripts

 Tailoong (Tom) Hsu Express Scripts
Nalin Amin ESI
Karen Greenberg -

Michael Perrone ESI

Judy Jacob ESI

Net Promoter Score Invited

UMP 74.00% 28
HC 91.80% 41
BR 0.00% 0
T&L 0.00% 0
 I have been working with
The application system(s) I am
Related Project Alias the Pointwest Team for
responsible for is(are) called
about

test more than 5 years

Apitong, Crispy Isaw,
Crispy Pata, Gising-
Permitting, Pac, Reports Access gising, Hassium 3 to 5 years
Abumi, Aerodactyl.
TRIPS Halo-haloAgar-agar,
Afritada, 3 to 5 years
Aglaia, Agukaru,
Akapulko, Akira,
Alakazams, Alamang,
Almaciga, Amarillo,
Anahaw, Andrina, Ant-
PGi GlobalMeet
Keysafe, Residuals, Participations, Man, Antimony, Apa, 1 to 3 years
The application
FReDI, FastTrack Apas, Aquaman, Copper 3 to 5 years
BIR Service Desk SystemI am
system/department/team
(CenterPoint)
responsible for: Rhodium 1 to 3 years
DCRS, FRS, CRS, ATK Athens, Copenhagen more than 5 years
Reporting and Analytics Rapidash 3 to 5 years
- 3 to 5 years

- more than 5 years

Anthem Formulary Operations Cairo 1 to 3 years

- 3 to 5 years
Benefit Automation 1 to 3 years
DCRS/Legacy Migration Espeon 3 to 5 years
- more than 5 years

CRS RioDeJainero 1 to 3 years

Clinical Rules RioDeJainero more than 5 years

Respondents %
5 18%
11 27%
0 #DIV/0!
0 #DIV/0!
1. On a scale of 0 to
10 with 10 being Pointwest's approach to the agile team has been good to get us to the
extremely likely, point where we are at, but it became an expensive proposition with the
2. Please explain your reasons for rating Pointwest's services as you
how likely are you to per-hour rate to achieve outcomes. We have decided to move the
did:
recommend our team back in-house and work onshore for a time to fulfil the primary
company to a friend function that pointwest has previously performed. The team has been
or colleague? great, but the applications that were worked on were no longer about
functionality increases, but more about ownership end to end to
8 improve
test the product and this became increasingly difficult to do
remotely.
The qualityCertain
of workstand-out stars,staff
and technical suchisas
notGigi Argete,
at the levelIvan Ang, Reyn
of building
Adonay and Efren Yebra, along with a host of other key players
strategic system for companies or governments. Lack of appreciation have
7 been excellent developers.
of delivery deadlines. We missed every deadline even though we had
4 given PW advance warning of dates.

Vendor support, professional and knowledgeable resources, resource

support, training, accessible to the vendor and their resources,
10 excellent leadership
· Pointwest team has been extremely professional, hardworking,
10 Excellent
efficient. performance.
6 ·The Team
team
Pointwest arehas always gone above and beyond to deliver results
accommodating
· Theystaff
canisstep
veryinaccommodating and committed
and help each other whenever on meeting
needed which
10 deliverables
makes it a seamless transition if resources are on leave or take a sick
8 day.
9 you have a great team. Very reliable. Great workers.

The Pointwest Team has the knowledge and credibility of producing

outstanding work. They are truly dedicated and highly reliable any
time and any day of the year. Not only do they quickly understand the
processes in place and are quick to train and implement them but they
are proactive in personally creating newer and better
methods/techniques/systems. When given instruction, they bring forth
questions and suggestions which shows that they are intelligent
people who take the time and effort to fully understand each task
assigned to them. This team is very independent in training and
managing their team members without constant guidance from
domestic partners. They always strive for success and make sure
their work is 1000%. It has been an extreme pleasure working with
10 such an excellent and unique group of individuals.

Pleasure to work with.

Need to work on attendance.
8 Need to work on communication as a team.

Consistently Pointwest went over and above to make sure the work
10 was done on time and done correctly.
 Team provided a high performance service consistently with a positive
attitude throughout years of support.
Team extended his service scope to accommodate new tasks
assigned to them as long as the new tasks can be handled within their
8 capacity.
8-
10 I get excellent service and quality people.

Team is amazing. Really appreciate them and love working with

10 everyone. My favorite people I have ever worked with!

The service provided has been excellent. They have excelled over the
years to understand our needs and staff appropriate responsible
10 employees. They are able to get the work done quick and correctly.
 3. How could Pointwest's service be improved?

test
The quality of technical staff with experience in building strategic
system and have in depth knowledge of the technical environment
Cheaper per-hourin.pricing
they are working Seniorormanagement
a higher levelatofPW
engineering skill for that
need to acknowledge
price bracket.
critical area and process need to be put in place to improve the
quality of the output.

I must admit at this point, I have no recommendations for Pointwest.

·They have
Teamtruly
members
surprisedneedmetowith
buildthe
more confidence
quality in their ability to
of their leadership,
deliver results and be more self-reliant since they
resources, training and accessibility. They care about their have the service.
knowledge It's
but need guidance at times.
as if they are an extension of us. It's a pleasure working with them.
· I would like to see them take a more leading role in outlining
Keep
Please upimprove
requirementswhatdue
you've
and beenextensive
to enhance
their doing.
the not
BIRknowledge
Service of theSystem
Desk F14 systems
- were for
Some
new of the staff
projects members
rather than were
executing onthe
themost responsive;
requirements they
provided to
CenterPoint
committed encountering slow performance always.
but in order to service ESI clients, responsiveness is the
them.
key. Again,
·Your phone this istovery
They have few against
be provided majority
more who did the work
goal/also
performance based
system needs to be improved the computers need to
incentives so they are motivated to work towards
be faster. Computers are always going down and phone a goal.
disconnecting when sharing screens with your group.

The team is well training in being professional, respectful, and

courteous which are excellent traits. However, I think they should also
be more trained in speaking up and voicing their opinion (because it
matters). If feedback or discussion is taking place between Pointwest
and domestic partners, we want to see more engagement and
discussion by Pointwest. We know you have the ideas and comments
and we struggle sometimes to get that from the team. If there are
risks, it should be communicated without fear or hesitation.

Improve communication/notification to the client.

The only difficulty I had with Pointwest was over holidays. No one
wants to work a holiday, that is completely understood. But if the
company or client you are focused on needs work done on holidays,
shared or unshared as the holiday may be, as part of the standard
working procedure, then please be aware. If you are not willing to
work the needed time, then maybe the position is not for you.
Unfortunately, the attendance issue continues to be an issue as some
of the team members are late to work at a higher than usual frequency
due to the consistent heavy traffic issues in Manila. However, a
suggestion that manager should receive an in-time update when
someone is late reporting to the office so we can expect someone is
late to the office and will stay late to compensate the time loss. As a
positive result, a morning meeting can be rescheduled before the
meeting time so that our internal clients don’t need to wait on a call
that we are unsure whether he or she is able to attend.

-
N/A

N/A

I don’t have much insight but perhaps the pricing for work could be
better.
2017 Consolidated CFS Report 1
Market Circle Net Promoter Score Response Rate
0.9
UMP 74.00% 18%
HC 91.80% 27% 0.8
T&L 0.00% 0% 0.7
BR 0.00% 0%
0.6

0.5

0.4

0.3

0.2

0.1

0
UMP HC
year
 Net Promoter Score
Response Rate

HC T&L BR
year