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<br />REV: 03-16-18 MI <br />ATTY/AGR/2018.054/RECOLOGY OF SAN MATEO <br />Page 83 of 119 <br />a. Number of routes per Day 3432 <br />b. Types of vehicles 3433 <br />c. Crew size per route 3434 <br />e. Number of full-time equivalent routes 3435 <br />f. Number of accounts per route 3436 <br />g. Total hours per Service Sector per Day and per year 3437 <br />h. Average cost per route 3438 <br />i. Route sheets and maps 3439 <br />2. Personnel 3440 <br />a. Organizational chart 3441 <br />b. Job classifications and number of full-time equivalent positions for each (e.g. 3442 <br />administrative, customer service representatives, drivers, supervisors, 3443 <br />educational staff, etc.) 3444 <br />c. Annual wages by job classification including benefits 3445 <br />3. Productivity Statistics 3446 <br />a. Number of accounts per Service Sector 3447 <br />b. Number of set-outs per Service Sector 3448 <br />c. Tons per route per Day by Service Sector 3449 <br />4. Operational Changes 3450 <br />a. Number of routes 3451 <br />b. Staffing 3452 <br />c. Supervision 3453 <br />d. Collection services 3454 <br />5. Equipment - An inventory of equipment in accordance with Section 8.04.D. 3455 <br />6. Billing - Billing review report in accordance with Section 7.01.F. 3456 <br />B. Customer Account Information. As part of the annual reporting requirement, 3457 <br />Contractor shall make available to Agency detailed Customer account information in 3458 <br />tabular format and in electronic format (in computer software format that is compatible 3459 <br />with the Agency’s) Including the following information for each Customer: account 3460 <br />number; service address; assessor parcel number for Accounts agreed to by 3461 <br />Contractor and Agency; Customer’s name, address, and phone number; Billing 3462 <br />contact name, Billing address, and phone number; Solid Waste, Targeted Recyclable 3463 <br />Materials, and Organic Materials Collection service level (i.e., number of Containers, 3464 <br />size of Containers, frequency of Collection, and Day(s) of Collection), and Rate or 3465 <br />Charge billed. For Multi-Family Customers, the Customer account information shall 3466 <br />also include the number of dwelling units at each Multi-Family Residential Complex. 3467 <br />C. Customer Service Operations. Contractor shall annually prepare and submit, to 3468 <br />Agency and SBWMA, a Customer Service Operations Plan that shall include, at a 3469 <br />minimum, the following sections: 3470 <br />1. Customer Service Call Center 3471 <br />6.2.B. - Page 96