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 42 of 119 to 13 calls per Business Day) throughout the month with some exceptions as follows: 1632 calls will be made during non-peak call volume days (i.e., 2nd, 3rd, and 4th weeks after 1633 billing); and no calls will be made immediately after a holiday. When placing the calls, 1634 the Contractor will use a standardized survey that will be completed during the phone 1635 interview of the Customer. If a message is left with the Customer, the message left 1636 by the Contractor shall direct the Customer to complete an online survey. Both survey 1637 instruments (for phone interviews and online survey) shall have similar questions and 1638 be subject to approval by the SBWMA. Contractor employees placing the calls shall 1639 not be the same employee that spoke to the Customer the prior Business Day; 1640 Contractor employees shall be calling Customers that another employee spoke to the 1641 prior Business Day. Customer service representatives shall ask about (i) Customers’ 1642 satisfaction with Solid Waste, Recyclable Materials, Organic Materials, and Bulky 1643 Item Collection services, (ii) Customers’ satisfaction of the Customer service 1644 experience when interacting with the Contractor’s Customer service department, 1645 and, (iii) Customer’s suggestions for opportunities to improve service. The quality 1646 assurance program reporting requirements are specified in subsection 9.05.G. 1647 G. Preprogrammed Call Transfer. Contractor shall maintain the ability to provide 1648 preprogrammed call transfer service to Agency. With this communications feature in 1649 place, when a Customer calls Contractor about an issue or concern that pertains to 1650 Agency but is not related to Collection services provided by Contractor, Contractor 1651 shall immediately transfer the phone call to the offices of Agency through a dedicated 1652 telephone line designated by Agency. The call transfer shall be seamless, and appear 1653 to the Customer as if Contractor were transferring the call internally. 1654 H. Customer Service Operations Plan. Contractor shall annually submit its Customer 1655 service operations plan. The Customer service operations plan shall describe how 1656 Contractor uses its customer relationship management system, linked to on-board 1657 GPS tracking system, to share real-time information between Customers, drivers, 1658 customer service representatives, managers, and SBWMA and Agency staff. The 1659 plan will provide details on how Contractor automatically detects and records 1660 information on each Customer pickup, real-time transmission of service extras, 1661 blocked cars, safety notes, and exceptions to service. 1662 7.03 PUBLIC EDUCATION AND PROMOTION 1663 Contractor and Agency agree that all public education activities will be a collaborative 1664 effort among the SBWMA, Agency, and Contractor. Contractor shall be responsible for 1665 ensuring that its Customers consistently receive a high level of service and 1666 responsiveness. 1667 A. General. Contractor acknowledges and agrees that education and public awareness 1668 are critical and essential elements of any effort to achieve diversion. Contractor shall 1669 educate Residential and Commercial Customers on the following: (i) the benefits of 1670 source reduction, reuse, Recycling, and Composting and related program 1671 opportunities; (ii) proper handling of Hazardous Waste; (iii) specific services offered 1672 by the Contractor; and (iv) Rates for Collection services. The public education 1673 program shall include distribution of public education materials when Collection 1674 services are changed during the Term; and when new Collection services are 1675 implemented during the Term. In addition, the public education program shall include 1676 on-going education activities throughout the Term. Educational materials that 1677 6.2.B. - Page 55