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3365 and the monthly and year-to-date Commercial Diversion Level (each stated as a <br />3366 percentage) calculated in accordance with Attachment I, with a comparison to the <br />3367 prior year. In addition, Contractor shall present the calculations used to determine <br />3368 the diversion levels. <br />3369 C. Complaint, Inquiry and Service Requests Data. Contractor shall provide <br />3370 information on the number of Complaints, Inquiries service requests received from <br />3371 Customers, Generators, or other Person by category (e.g., missed pickups, noise <br />3372 Complaints, scheduled On -Call Bulky Item Collection events, Overage events, <br />3373 Billing concerns, property damage claims, requests for information, delivery of <br />3374 Recycling Tote -Bags, inventory of Recycling Tote -Bags, etc.). Complaint summary, <br />3375 for each month, summarized by nature of Complaint, Inquiry, and service request <br />3376 on a compatible computer disc or other memory device approved by Agency. The <br />3377 categorization of Complaints, Inquiries, and service requests shall be agreed upon <br />3378 by the Agency, SBWMA, and Contractor prior to the Commencement Date, and <br />3379 shall be adjusted during the Term upon agreement between Agency, SBWMA and <br />3380 Contractor. <br />3381 <br />D. <br />Call Center Data. Number of calls received, number of calls answered, number of <br />3382 <br />3402 <br />dropped calls, percentage of dropped calls, Average Hold Time, percentage of calls <br />3383 <br />number of site assessments and visual audits conducted for Multi -Family Dwelling, <br />answered in thirty (30) seconds. <br />3384 <br />E. <br />Monthly Gross Revenues and Fee Reports. Pursuant to Article 10, a statement <br />3385 <br />B. Public Education Activities. Contractor shall report the following public education <br />itemizing each fee paid by Contractor to Agency in the month; detailing calculation <br />3386 <br />of each monthly fee amount; and stating monthly Gross Revenue Billed, by Service <br />3387 <br />Sector, for all operations conducted or permitted by this Agreement. <br />3388 <br />F. <br />Abandoned Waste Collection. Contractor shall provide a list of all abandoned <br />3389 <br />waste Collection events performed identifying the address of each Collection <br />3390 <br />location. <br />3391 <br />G. <br />Multi -Family Tote Bag Distribution. Contractor shall provide a report on Multi - <br />3392 <br />Family Tote Bag Distribution as required by Article 5, Collection Service, Section <br />3393 <br />5.03.C.2. <br />3394 <br />H. <br />Other Information. Other information or reports that Agency may reasonably <br />3395 <br />request or require be added to reporting. These requests may include, but shall not <br />3396 <br />be limited to, information regarding on-call Bulky Item Collection programs, <br />3397 <br />abandoned waste Collection, Used Motor Oil and Used Motor Oil Filter Collection, <br />3398 <br />and Community Events and Venues Collection. <br />3399 9.06 QUARTERLY REPORTS <br />3400 <br />Quarterly reports shall present the information described in this Section, in addition to <br />3401 <br />the monthly information required under Section 9.05. <br />3402 <br />A. On -Site Customer Assessments and Visual Audits. Contractor shall report the <br />3403 <br />number of site assessments and visual audits conducted for Multi -Family Dwelling, <br />3404 <br />Commercial, and Agency Customers, which are required by Sections 7.04 and 7.05. <br />3405 <br />SBWMA may request additional statistics as necessary. <br />3406 <br />B. Public Education Activities. Contractor shall report the following public education <br />3407 <br />activity information. <br />3408 1. Public education materials produced and total number of each distributed <br />REV: 03-16-18 MI <br />Page 82 of 126 <br />ATTY/AGR.2018.054/Recology of San Mateo <br />