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 82 of 119 type(s) of service received (e.g. Collection of Solid Waste, Single-Stream 3387 Targeted Recyclable Materials, Plant Materials, Food Scraps, Organic Materials, 3388 Source Separated cardboard, Source Separated paper, etc.); the volume of 3389 service received weekly measured in cubic yards; the frequency of service 3390 received measured in number of Collections per week; the diversion volume 3391 measured as total service level volume divided by Targeted Recyclables 3392 Materials and/or Organic Materials Collection volume; and, the change in service 3393 level from the prior quarter. 3394 F. Recycling Technical Assistance Plan Status Report. Contractor must prepare and 3395 submit to Agency and SBWMA, a Recycling Technical Assistance Plan Status Report 3396 providing required reporting information identified in the then-current Three-Year Plan 3397 (prepared in accordance with Section 7.03.B). 3398 G. Determination and Payment of Performance Incentives and Disincentives. In 3399 accordance with the requirements of Section 11.07, Contractor shall provide on a 3400 quarterly basis a report that identifies compliance with the performance standards 3401 listed in Attachment I and includes calculation of the performance incentive payments 3402 and disincentive assessments due. Performance incentives (in the form of increased 3403 compensation to Contractor) will be awarded by Agency for excellent performance on 3404 aspects of diversion and Customer service as specified in Attachment I. 3405 All performance incentives and disincentives payments are to be included in 3406 Contractor’s annual Rate Application and Contractor’s Compensation for the next 3407 Rate Year will be increased or decreased by the net amount of performance incentive 3408 payments and disincentive assessments calculated in the Application. Performance 3409 incentives and disincentives for Diversion and Average Speed of Answer and 3410 performance disincentives for Ninety (90) Second Maximum Hold Time shall be 3411 calculated in aggregate for the SBWMA Service Area and Agency’s share shall be 3412 proportional based on the Tons of Solid Waste Collected by Contractor for the 3413 previous Rate Year. 3414 H. Quality Assurance Program. Contractor shall report quarterly on quality of the 3415 Customer service experience when Customer was interacting with Contractor, 3416 described in Section 7.02.F, during the prior month. The report shall include (i) name 3417 and Service Sector of each Customer contacted, (ii) date and time, (iii) name of 3418 Customer service representative placing call, (iv) summary of Customer’s responses 3419 to questions and other information provided, and (v) follow-up actions taken, if any, 3420 in response to calls. The actual surveys shall be kept by the Contractor compliant 3421 with the record keeping requirements of the Agreement and such surveys shall be 3422 made available to the Agency or SBWMA upon request. 3423 9.07 ANNUAL REPORTS 3424 Annual reports shall present the information described in this Section, in addition to the 3425 monthly and quarterly report information required under Sections 9.05 and 9.06. The 3426 monthly and quarterly report information shall be presented as well as the annual totals 3427 for the Rate Year, when applicable (e.g., for Tonnage data, Diversion Level, Complaint 3428 and Inquiry data, Gross Revenue Billed, and Franchise Fees, etc.) 3429 A. Operational Information 3430 1. Routes by Service Sector 3431 6.2.B. - Page 95