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1623 <br />a. Number of units <br />1624 <br />b. Number, size, and type of Solid Waste, Organic Materials, and Targeted <br />1625 <br />Recyclable Materials Containers <br />1626 <br />c. Collection Service Day <br />1627 <br />d. Route number <br />1628 <br />e. Backyard service status <br />1629 <br />f. Special Handling Service status <br />1630 <br />g. Bulky Item Collection history (e.g., number of annual services performed, <br />1631 <br />date requested, date provided) <br />1632 <br />9. Service issue, Complaint, or Inquiry <br />1633 <br />10. Time frame stipulated for Contractor to resolve issue <br />1634 <br />11. Description of Contractor's resolution of service issue or Complaint, or <br />1635 <br />response to Inquiry <br />1636 <br />12. Date and time that Contractor's resolution took place <br />1637 <br />13. CSR or Contractor's employee identification code of employee inputting the <br />1638 <br />Complaint or Inquiry <br />1639 <br />14. CSR or Contractor's employee identification code of employee inputting the <br />1640 <br />resolution <br />1641 <br />The system shall be capable of: <br />1642 <br />1643 <br />1. Providing real-time access to complete Customer contact history from the <br />1644 <br />commencement of service in 2011; <br />1645 <br />2. Providing Agency and SBWMA the capacity to submit work orders (e.g., <br />1646 <br />specifying the Inquiry, Complaint, or request for service) electronically directly <br />1647 <br />to Contractor using Contractor's web -based software; <br />1648 <br />3. Documenting non -Collection events including problem description and <br />1649 <br />resolution; <br />1650 <br />4. Tracking non -Collection events necessary to fulfill the requirements in Section <br />1651 <br />8.02(F); and, <br />1652 <br />5. Fulfilling Customer service reporting requirements as specified in Article 9. <br />1653 <br />E. Monthly Meetings with Agency. If requested, Contractor shall meet monthly with <br />1654 <br />Agency to discuss compliance with the Customer service standards specified in this <br />1655 <br />Section 7.02, Attachment I (Performance Incentives and Disincentives), and <br />1656 <br />Attachment J (Liquidated Damages). <br />1657 <br />F. Quality Assurance Program. Each month Contractor's Customer service <br />1658 <br />representatives shall contact by telephone a minimum of two hundred (200) <br />1659 <br />Customers within the SBWMA Service Area to inquire about the quality of their <br />1660 <br />Customer service experience when interacting with the Contractor's Customer <br />1661 <br />service center. The Customers contacted shall be (i) representative of different <br />1662 <br />Service Sectors, (ii) distributed among Member Agencies, and (iii) selected from <br />1663 <br />among Customers that have recently contacted the Contractor via phone and spoke <br />1664 <br />live with a Customer service representative. The Customers contacted each day <br />1665 <br />shall be randomly selected from the pool of Customers that contacted the <br />REV: 03-16-18 MI <br />Page 42 of 126 <br />ATTY/AGR.2018.054/Recology of San Mateo <br />