To: Contractor Connection Network
From: Desk of Larry Thomas, Global President, Crawford Contractor Connection
Re: Performance Based Assignments Effective 2019

Seasons Greetings and Happy Holidays to all network members. I trust everyone is enjoying the holidays, and looking forward to an exciting 2019.

As we reflect back on the past year, we have overcome the many industry challenges, the ever changing technology horizon and the continuing rise of customer expectations. I applaud the network in being resilient in your efforts to meet and exceed customer expectations and embrace the required use of expanding technology requirements. The world is changing, and those in the Contractor Connection network are leaders in the industry, in meeting customer expectations.

As we announced at the 2018 Contractor Connection “Performance Driven Conference”, everyone should be aware that we are transitioning to the performance based assignment methodology we shared, in early 2019.

What this means is that contractors who perform at a high level by meeting and exceeding Contractor Connection network performance goals, as measured by POMS, and who also properly use the newly required capacity portal and job tracker, will benefit from receiving a higher percentage of new work assignments in their respective coverage territory. A lower performing contractor will receive work, but at a lower percentage than the higher performers in their areas. A true system that rewards Network Contractors who consistently perform at a high level by delivering quality work, in a timely fashion with exceptional customer experiences.

There are three key areas you need to focus on to ensure you maximize your opportunities with Contractor Connection

1. Key Performance Criteria as outlined by POMS – The higher your POMS score, the more assignments opportunity. Performance has always been a staple for Contractor Connection and higher performers are given a selection preference over lower performing  for new and expanding programs. In January 2019, we will transition to the Performance Based Assignment methodology, which means you now have an opportunity to be rewarded at an even greater level on a per assignment basis.

2. Current Capacity – As equally important to your performance scores, the assignment system will check to confirm your capacity available and balance into the assignment criteria. The Contractor Capacity Portal tool was implemented in 2018 and is being used today in the assignment process. If you have low capacity reported in your capacity portal, or you are not able to complete assignments in a timely manner, it is possible you will receive a lower percentage of assignments today. Should you need assistance in updating your Capacity Portal, look for our Capacity Portal Job Aid which will be shared with Network Contractors the first week of January.

3. Job Tracker – Mandatory use of job tracker is required. Inconsistent use will downgrade performance, and impact your assignment eligibility. The Job tracker is available now, and will become mandatory in February 2019. More information to follow, but this tool will be useful to identity delays in the repair process whether they be due to contractor, property owner, client or other factors such as engineer reports, building permits, etc. This tools provides transparency and will be valuable for all stakeholders.

It is key to note that all three of the above critical performance areas will be considered in our Performance Based assignments. A high level of customer service, contractor capacity, and timely completion of repairs are critical to the future of meeting and exceeding customer expectations and are the key DNA we need to have in our Performance Driven Network now, and into the future.

With the above in mind, we would like to encourage all network members to take the remaining work days in December to review all of your pending assignments through the various tools made available to you e.g. XactAnalysis, Daily Operations Report, and Contractor Dashboard.

It is important you make sure all of your key milestone activity is up to date and current to ensure you do not have any older assignments that have been overlooked in the administration process carrying over into the new year. Key milestone activity are as follows:

1. Contact, inspection, estimate upload

2. Estimate Revisions post Estimate Review or client change request

3. Job Start and/or Job Completion

We thank all network members for your dedication in service. Your professionalism, commitment to excellence, and desire to achieve at a high level are keys to our partnership in continued success during the coming year.

There is no doubt that 2019 will be an exciting year, and we look forward to continuing the journey of growth and success with you as our program partners.

I wish everyone the best in these closing days of December, and a happy, prosperous New Year.


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