2006 SVPCO- ECS Survey

At SVPCO Electronic Clearing Services our goal is to provide innovative, high quality ECP and Image Exchange systems and services. Your response to our survey, based on your institution’s experience in 2006, is an important part of our improvement and planning process.

Return your completed survey by
Feb. 16 , 2007 to be eligible to enter a drawing to win a…
$100 American Express gift card

Thank you for your support! Please complete the following information below so we can follow up on your comments and suggestions.

2006 Survey

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RELATIONSHIP MANAGEMENT
Each ECS bank is assigned to an Account Manager. These Account Managers are: Sheila Cawley Guy Gulbin Steve Jackson Tom Masterson Provide timely responses to all inquiries and requests. Provide support on all implementation issues. Coordinate customer test scheduling. Contact: Susan Goold susan.goold@svpco.com (201)-319-5554
Responsiveness and problem solving ability
Product knowledge
Overall satisfaction with Account Manager Support
Comments

TELECOMMUNICATION SUPPORT
Install, monitor and maintain participant communication lines. Serve as participant's contact for second-level communications and production support. Contact: Mike Falk mike.falk@theclearinghouse.org (212)-613-0144
Ease of reaching a telecom representative
Responsiveness to problems and issues
Overall satisfaction with Telecommunications Support
Comments

IMPLEMENTATION SUPPORT
New customer implementations. Manage existing customer upgrades. Provide support when operational issues occur. Provide product testing support. New fix packs to DTAs. Ease of implementing new exchange partners. Contact: John Dunn john.dunn@theclearinghouse.org (212)-613-9861
Problem resolution ability
Overall satisfaction with Implementation Support
Comments

CHECKVIEW
Online web-based reporting for ECP and Image Exchange activity and Image Settlement. Downloadable screenshots and reports. Dual level, state of the art security. User administration and separation of responsibilities. 99.99% availability. Contact: Steve Jackson steve.jackson@svpco.com (201)-319-5556
Satisfaction with content and functionality
Overall satisfaction with CheckView
Comments

PARTICIPANT SUPPORT
ECS Account Managers provide monitoring of bank activity and bank support primarily during business hours. After hours and weekend support is provided by the Participant Support Group (877)-613-0100. Provide support for general inquiries and operational interruptions. Settlement monitoring and assistance. Respond to billing and volume reporting related requests for ECP and Image Exchange. Contact: Susan Goold susan.goold@svpco.com (201)-319-5554
Responsiveness and problem solving ability
Overall satisfaction with Participant Support
Comments

COMMITTEES & WORKING GROUPS
Financial institution input and involvement. Business Committee Rules & Operations Committee Image Team Image Adoption Working Group Bilaterals Working Group Owner bank participation has assisted in: Eliminating bilaterals Improving the Image Site Matrix/BPA Post pilot migration Image Adoption White paper industry document Contact: Susan Goold susan.goold@svpco.com (201)-319-5554
Effectiveness of Committees and Working Groups (e.g.: tasks completed)
Overall satisfaction with Committees and Working Groups
Comments

EDUCATION AND TRAINING
Automated Settlement Training. Image Affiliate Program. Online Adjustments Training. Contact: Nadeane Ballantine nadeane.ballantine@svpco.com (212)-613-9829
Effectiveness of training sessions and seminars
Overall satisfaction with Education and Training
Comments

COMMUNICATIONS
ECS Monthly Updates. Quarterly SVPCO Newsletters. Volume trends and industry updates. Monthly record image volume highs. Nineteen press releases published. SVPCO-ECS mentioned in 378 news articles in 2006. Contact: Chip Savidge chip.savidge@theclearinghouse.org (212)-613-9896
Content is informative and relevant
Overall satisfaction with Communications
Comments

MARKETING & PROMOTION
Industry group participation (Federal Reserve, ECCHO, etc.). Image Affiliate Program. Participation in industry tradeshows (BAI TransPay Conference, BAI/ECCHO Check Image Forum, NY Float Roundtable, FSTC Conference). Business case developed for mid-tier institutions. Twelve presentations made at industry events. Cost effectiveness of SVPCO to other institutions. Contact: Nadeane Ballantine nadeane.ballantine@svpco.com (212)-613-9829
SVPCO products and services promoted effectively
Overall satisfaction with Marketing and Promotion
Comments

SVPCO WEBSITE
Access to Members Only site. Provide Members Only login assistance to participants. Press releases and monthly volume statistics posted. Listing of upcoming events. Contact: Nadeane Ballantine nadeane.ballantine@svpco.com or (212)-613-9829
Satisfaction with quality of content
Satisfaction with changes to Members Only
Overall satisfaction with SVPCO website
Comments

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ADDITIONAL COMMENTS

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