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 39 of 119 monthly to discuss compliance with the Customer service standards described herein if 1503 requested by Agency. 1504 A. Local Office 1505 Contractor shall operate a local office at the Shoreway Environmental Center, located 1506 at 225 Shoreway Road, San Carlos. If office space at Shoreway Environmental 1507 Center becomes unavailable for the Contractor’s use, Contractor shall establish a 1508 local office in the SBW MA Service Area. Such a change shall be considered an 1509 Agency-directed change in scope and handled in accordance with provisions in 1510 Section 15.12. Contractor’s office hours shall be, at a minimum, from 8:00 a.m. to 1511 5:00 p.m., Monday through Friday, exclusive of Holidays specified in Attachment A 1512 for the local office. Contractor shall be responsible for ensuring that a qualified 1513 representative is available at a local office within the SBWMA Service Area during 1514 office hours to communicate with the public and accept Bill payments from 1515 Customers. Contractor shall offer bi-lingual Customer service at the local office by 1516 employing CSRs with English and Spanish language capabilities. The local office 1517 and Customer service telephone number(s) shall either be a local or toll free call. 1518 Contractor's telephone system shall adequately handle the volume of calls typically 1519 experienced on the busiest days. Contractor shall have a company representative, 1520 an answering service, or voice-mail system available for calls received during non-1521 business hours and Holidays specified in Attachment A for the local office. 1522 Contractor shall employ sufficient Customer service staff and management practices 1523 to ensure that the Average Speed of Answer is equal to or less than thirty (30) 1524 seconds and the maximum Hold Time is ninety (90) seconds or less. 1525 Contractor shall be required to track all informational requests so that appropriate 1526 public outreach materials can be designed to target commonly asked questions. 1527 Contractor shall be responsible for promoting use of the Contractor’s website for 1528 scheduling of On-Call Collection Service events and obtaining answers related to 1529 common informational requests through: (i) public education and promotion 1530 materials; and, (ii) a recorded message Customers will hear while on-hold with the 1531 Customer service department. 1532 Contractor shall maintain and publicize an e-mail address whereby Customers can 1533 communicate with the Contractor’s Customer service staff. Contractor shall monitor 1534 the email at least once per Business Day, and ensure that a twenty-four (24) hour 1535 response time is maintained. 1536 B. Customer Service Call Center and Staffing 1537 Contractor is required to operate a Customer service call center that will serve as the 1538 primary telephone point of contact and information for all services. The Customer 1539 service call center hotline is required to be staffed live during regular business hours 1540 (i.e., Monday through Friday 8:00 a.m. to 5:00 p.m.) by sixteen (16) Customer service 1541 representatives (includes one (1) receptionist who performs Customer service 1542 activities). In addition, the Customer service call center shall offer multi-lingual 1543 Customer service by employing a minimum of two (2) bilingual Customer service 1544 representatives with English and Spanish language capabilities, and contracting with 1545 a service to provide bilingual capacity for other languages including Cantonese, 1546 Mandarin, and Vietnamese. Contractor shall provide immediate access to interpreters 1547 6.2.B. - Page 52