|
<br />REV: 03-16-18 MI
<br />ATTY/AGR/2018.054/RECOLOGY OF SAN MATEO
<br />Page 80 of 119
<br />and the monthly and year-to-date Commercial Diversion Level (each stated as a 3300
<br />percentage) calculated in accordance with Attachment I, with a comparison to the 3301
<br />prior year. In addition, Contractor shall present the calculations used to determine 3302
<br />the diversion levels. 3303
<br />C. Complaint, Inquiry and Service Requests Data. Contractor shall provide 3304
<br />information on the number of Complaints, Inquiries service requests received from 3305
<br />Customers, Generators, or other Person by category (e.g., missed pickups, noise 3306
<br />Complaints, scheduled On-Call Bulky Item Collection events, Overage events, Billing 3307
<br />concerns, property damage claims, requests for information, delivery of Recycling 3308
<br />Tote-Bags, inventory of Recycling Tote-Bags, etc.). Complaint summary, for each 3309
<br />month, summarized by nature of Complaint, Inquiry, and service request on a 3310
<br />compatible computer disc or other memory device approved by Agency. The 3311
<br />categorization of Complaints, Inquiries, and service requests shall be agreed upon by 3312
<br />the Agency, SBWMA, and Contractor prior to the Commencement Date, and shall be 3313
<br />adjusted during the Term upon agreement between Agency, SBWMA and Contractor. 3314
<br />D. Call Center Data. Number of calls received, number of calls answered, number of 3315
<br />dropped calls, percentage of dropped calls, Average Hold Time, percentage of calls 3316
<br />answered in thirty (30) seconds. 3317
<br />E. Monthly Gross Revenues and Fee Reports. Pursuant to Article 10, a statement 3318
<br />itemizing each fee paid by Contractor to Agency in the month; detailing calculation of 3319
<br />each monthly fee amount; and stating monthly Gross Revenue Billed, by Service 3320
<br />Sector, for all operations conducted or permitted by this Agreement. 3321
<br />F. Abandoned Waste Collection. Contractor shall provide a list of all abandoned waste 3322
<br />Collection events performed identifying the address of each Collection location. 3323
<br />G. Multi-Family Tote Bag Distribution. Contractor shall provide a report on Multi-3324
<br />Family Tote Bag Distribution as required by Article 5, Collection Service, Section 3325
<br />5.03.C.2. 3326
<br />H. Other Information. Other information or reports that Agency may reasonably 3327
<br />request or require be added to reporting. These requests may include, but shall not 3328
<br />be limited to, information regarding on-call Bulky Item Collection programs, 3329
<br />abandoned waste Collection, Used Motor Oil and Used Motor Oil Filter Collection, 3330
<br />and Community Events and Venues Collection. 3331
<br />9.06 QUARTERLY REPORTS 3332
<br />Quarterly reports shall present the information described in this Section, in addition to the 3333
<br />monthly information required under Section 9.05. 3334
<br />A. On-Site Customer Assessments and Visual Audits. Contractor shall report the 3335
<br />number of site assessments and visual audits conducted for Multi-Family Dwelling, 3336
<br />Commercial, and Agency Customers, which are required by Sections 7.04 and 7.05. 3337
<br />SBWMA may request additional statistics as necessary. 3338
<br />B. Public Education Activities. Contractor shall report the following public education 3339
<br />activity information. 3340
<br />1. Public education materials produced and total number of each distributed. 3341
<br />2. Dates, times, and names of meetings or events attended. 3342
<br />6.2.B. - Page 93
|