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1534 Customers are consistently treated courteously and are presented with timely, 1535 responsive, and thorough solutions to problems and requests for information. Contractor 1536 shall meet monthly to discuss compliance with the Customer service standards 1537 described herein if requested by Agency. 1538 A. Local Office 1539 Contractor shall operate a local office at the Shoreway Environmental Center, 1540 located at 225 Shoreway Road, San Carlos. If office space at Shoreway 1541 Environmental Center becomes unavailable for the Contractor's use, Contractor 1542 shall establish a local office in the SBWMA Service Area. Such a change shall be 1543 considered an Agency -directed change in scope and handled in accordance with 1544 provisions in Section 15.12. Contractor's office hours shall be, at a minimum, from 1545 8:00 a.m. to 5:00 p.m., Monday through Friday, exclusive of Holidays specified in 1546 Attachment A for the local office. Contractor shall be responsible for ensuring that a 1547 qualified representative is available at a local office within the SBWMA Service Area 1548 during office hours to communicate with the public and accept Bill payments from 1549 Customers. Contractor shall offer bi-lingual Customer service at the local office by 1550 employing CSRs with English and Spanish language capabilities. The local office 1551 and Customer service telephone number(s) shall either be a local or toll free call. 1552 Contractor's telephone system shall adequately handle the volume of calls typically 1553 experienced on the busiest days. Contractor shall have a company representative, 1554 an answering service, or voice -mail system available for calls received during non - 1555 business hours and Holidays specified in Attachment A for the local office. 1556 Contractor shall employ sufficient Customer service staff and management 1557 practices to ensure that the Average Speed of Answer is equal to or less than thirty 1558 (30) seconds and the maximum Hold Time is ninety (90) seconds or less. 1559 Contractor shall be required to track all informational requests so that appropriate 1560 public outreach materials can be designed to target commonly asked questions. 1561 Contractor shall be responsible for promoting use of the Contractor's website for 1562 scheduling of On -Call Collection Service events and obtaining answers related to 1563 common informational requests through: (i) public education and promotion 1564 materials; and, (ii) a recorded message Customers will hear while on -hold with the 1565 Customer service department. 1566 Contractor shall maintain and publicize an e-mail address whereby Customers can 1567 communicate with the Contractor's Customer service staff. Contractor shall monitor 1568 the email at least once per Business Day, and ensure that a twenty-four (24) hour 1569 response time is maintained. 1570 B. Customer Service Call Center and Staffing 1571 Contractor is required to operate a Customer service call center that will serve as 1572 the primary telephone point of contact and information for all services. The 1573 Customer service call center hotline is required to be staffed live during regular 1574 business hours (i.e., Monday through Friday 8:00 a.m. to 5:00 p.m.) by sixteen (16) 1575 Customer service representatives (includes one (1) receptionist who performs 1576 Customer service activities). In addition, the Customer service call center shall offer 1577 multi-lingual Customer service by employing a minimum of two (2) bilingual 1578 Customer service representatives with English and Spanish language capabilities, 1579 and contracting with a service to provide bilingual capacity for other languages I' WAWA-aUSU1IIII Page 40 of 126 ATTY/AGR.2018.054/Recology of San Mateo