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<br />REV: 03-16-18 MI <br />ATTY/AGR/2018.054/RECOLOGY OF SAN MATEO <br />Page 41 of 119 <br />b. Number, size, and type of Solid Waste, Organic Materials, and Targeted 1589 <br />Recyclable Materials Containers 1590 <br />c. Collection Service Day 1591 <br />d. Route number 1592 <br />e. Backyard service status 1593 <br />f. Special Handling Service status 1594 <br />g. Bulky Item Collection history (e.g., number of annual services performed, 1595 <br />date requested, date provided) 1596 <br />9. Service issue, Complaint, or Inquiry 1597 <br />10. Time frame stipulated for Contractor to resolve issue 1598 <br />11. Description of Contractor’s resolution of service issue or Complaint, or response 1599 <br />to Inquiry 1600 <br />12. Date and time that Contractor’s resolution took place 1601 <br />13. CSR or Contractor’s employee identification code of employee inputting the 1602 <br />Complaint or Inquiry 1603 <br />14. CSR or Contractor’s employee identification code of employee inputting the 1604 <br />resolution 1605 <br />The system shall be capable of: 1606 <br /> 1607 <br />1. Providing real-time access to complete Customer contact history from the 1608 <br />commencement of service in 2011; 1609 <br />2. Providing Agency and SBWMA the capacity to submit work orders (e.g., 1610 <br />specifying the Inquiry, Complaint, or request for service) electronically directly to 1611 <br />Contractor using Contractor’s web-based software; 1612 <br />3. Documenting non-Collection events including problem description and 1613 <br />resolution; 1614 <br />4. Tracking non-Collection events necessary to fulfill the requirements in Section 1615 <br />8.02(F); and, 1616 <br />5. Fulfilling Customer service reporting requirements as specified in Article 9. 1617 <br />E. Monthly Meetings with Agency. If requested, Contractor shall meet monthly with 1618 <br />Agency to discuss compliance with the Customer service standards specified in this 1619 <br />Section 7.02, Attachment I (Performance Incentives and Disincentives), and 1620 <br />Attachment J (Liquidated Damages). 1621 <br />F. Quality Assurance Program. Each month Contractor’s Customer service 1622 <br />representatives shall contact by telephone a minimum of two hundred (200) 1623 <br />Customers within the SBWMA Service Area to inquire about the quality of their 1624 <br />Customer service experience when interacting with the Contractor’s Customer 1625 <br />service center. The Customers contacted shall be (i) representative of different 1626 <br />Service Sectors, (ii) distributed among Member Agencies, and (iii) selected from 1627 <br />among Customers that have recently contacted the Contractor via phone and spoke 1628 <br />live with a Customer service representative. The Customers contacted each day shall 1629 <br />be randomly selected from the pool of Customers that contacted the Contractor the 1630 <br />prior Business Day and such calls shall be evenly distributed (e.g., approximately 12 1631 <br />6.2.B. - Page 54