AgdaPkt 2018-03-26 Joint SA PFA - Laserfiche WebLink

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REV: 03-16-18 MI ATTY/AGR/2018.054/RECOLOGY OF SAN MATEO Page 38 of 119 change in scope and handled in accordance with provisions in Section 15.12. At the 1458 local office, Contractor shall accept as payment personal checks, money orders, 1459 cashiers’ checks, and credit cards. The local office shall be open for business from 1460 8:00 a.m. until 5:00 p.m. Monday through Friday, exclusive of Holidays specified in 1461 Attachment A for the local office. 1462 C. Revenue Collection. Agency shall remit to Contractor revenue received for services 1463 described herein, not less frequently than monthly. Revenues collected on behalf of 1464 the Agency or SBWMA shall be handled as described in Article 11 of this Agreement. 1465 D. Review of Billings. Contractor shall assist Agency in its review of Billings to 1466 Customers, issued pursuant to Section 7.01.A. The purpose of the review is to 1467 determine that the amount which Agency is Billing each Customer is correct in terms 1468 of the level of service (i.e., frequency of Collection, size of Container, location of 1469 Container) being provided to such Customer by Contractor. Contractor shall review 1470 Customer accounts not less than once every three (3) calendar years for each 1471 Commercial, Multi-Family Dwelling, and SFD Customer, unless Agency directs 1472 Contractor to do so more frequently. Contractor shall submit to Agency a written 1473 report of the status of its review annually no later than forty-five (45) Days after the 1474 end of each calendar year. The intent of this Section is for Agency to receive reports 1475 on an annual basis for one-third (1/3) of all Customer accounts, and for all Customer 1476 accounts to be reviewed every third year of the Agreement. The scope of the review 1477 and the reviewer's work plan shall be submitted to Agency for approval no later than 1478 six (6) months before the submission of the first report. 1479 E. Agency or SBWMA Billing Review. Contractor acknowledges that Agency or 1480 SBWMA may perform, or cause to be performed, Billing reviews periodically. 1481 Contractor agrees to participate and cooperate with SBWMA and Agency and its 1482 agents to accomplish these reviews and conduct any data collection and report 1483 preparation that may be requested. The Contractor’s full cooperation with these 1484 reviews may include, but is not limited to: (i) allowing Agency or SBWMA staff or 1485 consultants to ride along with drivers in Collection vehicles during daily Collection 1486 operations; (ii) providing for interviews of personnel at all levels, with or without 1487 management oversight; (iii) providing reporting related to franchised operations 1488 available through Contractor’s automated systems; and, (iv) adjusting routing, public 1489 information, outreach, or program availability based upon the recommendations of 1490 the audit, if approved by the SBWMA or Agency. 1491 F. Privacy of Customer Information. Contractor shall not distribute or sell Customer, 1492 Owner, or Occupant information such as names, addresses, and telephone numbers 1493 to other Persons with the exception of distribution to the Agency, SBWMA, or its 1494 agents for reporting and contract compliance purposes. 1495 7.02 CUSTOMER SERVICE 1496 Contractor is responsible for ensuring that all staff and Customer service representatives 1497 (CSR) maintain a professional and courteous demeanor when in contact with Agency, 1498 SBWMA, and the public. Contractor shall be responsible for all employee interactions with 1499 Customers, SBWMA, and Agency staff. Contractor is required to ensure that its 1500 Customers are consistently treated courteously and are presented with timely, responsive, 1501 and thorough solutions to problems and requests for information. Contractor shall meet 1502 6.2.B. - Page 51