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1666 Contractor the prior Business Day and such calls shall be evenly distributed (e.g., 1667 approximately 12 to 13 calls per Business Day) throughout the month with some 1668 exceptions as follows: calls will be made during non -peak call volume days (i.e., 2nd, 1669 3b, and 0' weeks after billing); and no calls will be made immediately after a 1670 holiday. When placing the calls, the Contractor will use a standardized survey that 1671 will be completed during the phone interview of the Customer. If a message is left 1672 with the Customer, the message left by the Contractor shall direct the Customer to 1673 complete an online survey. Both survey instruments (for phone interviews and 1674 online survey) shall have similar questions and be subject to approval by the 1675 SBWMA. Contractor employees placing the calls shall not be the same employee 1676 that spoke to the Customer the prior Business Day; Contractor employees shall be 1677 calling Customers that another employee spoke to the prior Business Day. 1678 Customer service representatives shall ask about (i) Customers' satisfaction with 1679 Solid Waste, Recyclable Materials, Organic Materials, and Bulky Item Collection 1680 services, (ii) Customers' satisfaction of the Customer service experience when 1681 interacting with the Contractors Customer service department, and, (iii) Customer's 1682 suggestions for opportunities to improve service. The quality assurance program 1683 reporting requirements are specified in subsection 9.05.G. 1684 G. Preprogrammed Call Transfer. Contractor shall maintain the ability to provide 1685 preprogrammed call transfer service to Agency. With this communications feature 1686 in place, when a Customer calls Contractor about an issue or concern that pertains 1687 to Agency but is not related to Collection services provided by Contractor, 1688 Contractor shall immediately transfer the phone call to the offices of Agency through 1689 a dedicated telephone line designated by Agency. The call transfer shall be 1690 seamless, and appear to the Customer as if Contractor were transferring the call 1691 internally. 1692 H. Customer Service Operations Plan. Contractor shall annually submit its 1693 Customer service operations plan. The Customer service operations plan shall 1694 describe how Contractor uses its customer relationship management system, linked 1695 to on -board GPS tracking system, to share real-time information between 1696 Customers, drivers, customer service representatives, managers, and SBWMA and 1697 Agency staff. The plan will provide details on how Contractor automatically detects 1698 and records information on each Customer pickup, real-time transmission of service 1699 extras, blocked cars, safety notes, and exceptions to service. 1700 7.03 PUBLIC EDUCATION AND PROMOTION 1701 Contractor and Agency agree that all public education activities will be a collaborative 1702 effort among the SBWMA, Agency, and Contractor. Contractor shall be responsible for 1703 ensuring that its Customers consistently receive a high level of service and 1704 responsiveness. 1705 A. General. Contractor acknowledges and agrees that education and public 1706 awareness are critical and essential elements of any effort to achieve diversion. 1707 Contractor shall educate Residential and Commercial Customers on the following: 1708 (i) the benefits of source reduction, reuse, Recycling, and Composting and related 1709 program opportunities; (ii) proper handling of Hazardous Waste; (iii) specific 1710 services offered by the Contractor; and (iv) Rates for Collection services. The 1711 public education program shall include distribution of public education materials REV: 03-16-18 MI Page 43 of 126 ATTY/AGR.2018.054/Recology of San Mateo