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1580 including Cantonese, Mandarin, and Vietnamese. Contractor shall provide 1581 immediate access to interpreters for over one -hundred and seventy-five (175) 1582 languages through the use of Language Line service, or a similar service. 1583 C. Website 1584 Contractor shall maintain and publicize an up-to-date website whereby Customers 1585 can conduct business with Contractor in both English and Spanish. Contractor is 1586 required to update the website monthly, and more frequently if necessary. At a 1587 minimum, the website shall: 1588 1. Allow Customers to view and pay Bills issued by Contractor, as required in 1589 Section 7.01;2. Allow Customers to schedule services Including On -Call 1590 Service events, On -Call Bulky Item Collections, extra Collections, service 1591 changes, temporary Drop Box service, service terminations, and service stops; 1592 3. Provide answers to frequently asked questions Including: proper Container set - 1593 out instructions; list of acceptable Recyclable and Organic Materials; Collection 1594 Days (in response to Customer input of service address); Billing issues, 1595 Customer service telephone and e-mail contact information; and the 1596 Designated Transfer and Processing Site hours, directions, and acceptable 1597 materials; 1598 4. Provide complete list of Agency -approved Rates and Charges for all 1599 Customers; 1600 5. Allow Customers to file Complaints and receive from Contractor e-mail 1601 responses to Complaints; 1602 6. Provide a link to enable Customers to email Contractor; and, 1603 7. Maintain and produce visitor logs and reporting including website and individual 1604 page visitation, number of web -based Bill payments per month, number of 1605 website -submitted Complaints per month, and individual and summary 1606 Customer Complaint and resolution reporting. 1607 D. Customer Information System Requirements 1608 Contractor is required to use a Customer information system with software 1609 applications capable of documenting all correspondence and conversations, 1610 pertaining to the services specified herein, between Contractor, Customers, 1611 Occupants, Agency, and SBWMA. The system shall include, at a minimum, the 1612 following data fields: 1613 1. Date and time of Customer correspondence or contact with Contractor (e.g., 1614 phone call, email) 1615 2. Date and time response was provided 1616 3. Date and time resolution was provided 1617 4. Customer's name and contact information (multiple phone numbers and email 1618 addresses) 1619 5. Account address 1620 6. Service address 1621 7. Occupant address 1622 8. Service location information including: REV: 03-16-18 MI Page 41 of 126 ATTY/AGR.2018.054/Reoology of San Mateo