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

Browse Search

REV: 03-16-18 MI ATTY/AGR/2018.054/RECOLOGY OF SAN MATEO Page 40 of 119 for over one-hundred and seventy-five (175) languages through the use of Language 1548 Line service, or a similar service. 1549 C. Website 1550 Contractor shall maintain and publicize an up-to-date website whereby Customers 1551 can conduct business with Contractor in both English and Spanish. Contractor is 1552 required to update the website monthly, and more frequently if necessary. At a 1553 minimum, the website shall: 1554 1. Allow Customers to view and pay Bills issued by Contractor, as required in 1555 Section 7.01;2. Allow Customers to schedule services Including On-Call Service 1556 events, On-Call Bulky Item Collections, extra Collections, service changes, 1557 temporary Drop Box service, service terminations, and service stops; 1558 3. Provide answers to frequently asked questions Including: proper Container set-1559 out instructions; list of acceptable Recyclable and Organic Materials; Collection 1560 Days (in response to Customer input of service address); Billing issues, 1561 Customer service telephone and e-mail contact information; and the Designated 1562 Transfer and Processing Site hours, directions, and acceptable materials; 1563 4. Provide complete list of Agency-approved Rates and Charges for all Customers; 1564 5. Allow Customers to file Complaints and receive from Contractor e-mail 1565 responses to Complaints; 1566 6. Provide a link to enable Customers to email Contractor; and, 1567 7. Maintain and produce visitor logs and reporting including website and individual 1568 page visitation, number of web-based Bill payments per month, number of 1569 website-submitted Complaints per month, and individual and summary 1570 Customer Complaint and resolution reporting. 1571 D. Customer Information System Requirements 1572 Contractor is required to use a Customer information system with software 1573 applications capable of documenting all correspondence and conversations, 1574 pertaining to the services specified herein, between Contractor, Customers, 1575 Occupants, Agency, and SBWMA. The system shall include, at a minimum, the 1576 following data fields: 1577 1. Date and time of Customer correspondence or contact with Contractor (e.g., 1578 phone call, email) 1579 2. Date and time response was provided 1580 3. Date and time resolution was provided 1581 4. Customer’s name and contact information (multiple phone numbers and email 1582 addresses) 1583 5. Account address 1584 6. Service address 1585 7. Occupant address 1586 8. Service location information including: 1587 a. Number of units 1588 6.2.B. - Page 53