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<br />REV: 03-16-18 MI <br />ATTY/AGR/2018.054/RECOLOGY OF SAN MATEO <br />Page 84 of 119 <br />a. Provide the number CSR supervisory staff and describe their 3472 <br />responsibilities. 3473 <br />b. Contractor must describe its training strategy for CSR and CSR supervisory 3474 <br />staff. 3475 <br />c. Contractor must describe its strategy and overall approach to attracting and 3476 <br />retaining a high quality CSR staff. 3477 <br />2. Website 3478 <br />a. Number of on-line payments made 3479 <br />b. Number of On-Call Collection Services scheduled 3480 <br />c. Number of On-Call Bulky Goods Collections scheduled 3481 <br />d. Number of extra Solid Waste pick-ups scheduled 3482 <br />e. Number of service changes requested 3483 <br />f. Number of Complaints documented and resolved 3484 <br />3. Customer Information System 3485 <br />a. Status of any changes or upgrades made to system software 3486 <br />b. Description of proposed changes to system software 3487 <br />c. Explanation and schedule of training activities 3488 <br />4. Staffing 3489 <br />5. Commercial customer service 3490 <br />D. Related Party Entities. Contractor agrees that all financial transactions with all 3491 <br />Related Party Entities shall be approved in advance in writing and disclosed annually 3492 <br />(coinciding with Contractor's annual audited financial statements referred to in this 3493 <br />Section 9.07) to the Agency in a separate disclosure letter to the Agency. This letter 3494 <br />shall include the following information: a general description of the nature of each 3495 <br />transaction, or type of (for many similar) transaction, as applicable. Such description 3496 <br />shall include for each (or similar) transaction, amounts, specific Related Party Entity, 3497 <br />basis of amount (how amount was determined), and description of the allocation 3498 <br />methodology used to allocate any common costs. Amounts shall be reconciled to the 3499 <br />Related Party Entity disclosures made in Contractor's annual audited financial 3500 <br />statements referred to in this Section. 3501 <br />At the Agency's request, Contractor shall provide the Agency with copies of working 3502 <br />papers or other documentation deemed relevant by the Agency relating to information 3503 <br />shown in the annual disclosure letter. The annual disclosure letter shall be provided 3504 <br />to the Agency within sixty (60) Business Days of Contractor's Fiscal Year end. 3505 <br />E. Contractor’s Review of Billings. Pursuant to the requirements described in Section 3506 <br />7.01.F, Contractor shall submit a report on its review of Billings. 3507 <br />F. Determination and Payment of Liquidated Damages. In accordance with the 3508 <br />requirements of Sections 14.07 and 11.07.D, Contractor shall provide with its annual 3509 <br />report, a report that identifies any non-compliance with the performance standards 3510 <br />listed in Attachment J and includes calculation of the Liquidated Damages due. This 3511 <br />report shall be accompanied by supporting documentation identifying Contractor’s 3512 <br />compliance or non-compliance with the specified performance standards. The report 3513 <br />submittal shall be accompanied by a check from Contractor in the amount of the 3514 <br />6.2.B. - Page 97