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3452 2. List of the one hundred (100) largest generators based on weekly Solid Waste 3453 volumes (listed in descending order) within Agency for both Commercial and 3454 Multi -Family Customers. This reporting shall include, at a minimum: the name 3455 of the Customer; the name of the business; the address of the business; the 3456 type(s) of service received (e.g. Collection of Solid Waste, Single -Stream 3457 Targeted Recyclable Materials, Plant Materials, Food Scraps, Organic 3458 Materials, Source Separated cardboard, Source Separated paper, etc.); the 3459 volume of service received weekly measured in cubic yards; the frequency of 3460 service received measured in number of Collections per week; the diversion 3461 volume measured as total service level volume divided by Targeted 3462 Recyclables Materials and/or Organic Materials Collection volume; and, the 3463 change in service level from the prior quarter. 3464 F. Recycling Technical Assistance Plan Status Report. Contractor must prepare 3465 and submit to Agency and SBWMA, a Recycling Technical Assistance Plan Status 3466 Report providing required reporting information identified in the then -current Three - 3467 Year Plan (prepared in accordance with Section 7.03.6). 3468 G. Determination and Payment of Performance Incentives and Disincentives. In 3469 accordance with the requirements of Section 11.07, Contractor shall provide on a 3470 quarterly basis a report that identifies compliance with the performance standards 3471 listed in Attachment I and includes calculation of the performance incentive 3472 payments and disincentive assessments due. Performance incentives (in the form 3473 of increased compensation to Contractor) will be awarded by Agency for excellent 3474 performance on aspects of diversion and Customer service as specified in 3475 Attachment I. 3476 All performance incentives and disincentives payments are to be included in 3477 Contractor's annual Rate Application and Contractor's Compensation for the next 3478 Rate Year will be increased or decreased by the net amount of performance 3479 incentive payments and disincentive assessments calculated in the Application. 3480 Performance incentives and disincentives for Diversion and Average Speed of 3481 Answer and performance disincentives for Ninety (90) Second Maximum Hold Time 3482 shall be calculated in aggregate for the SBWMA Service Area and Agency's share 3483 shall be proportional based on the Tons of Solid Waste Collected by Contractor for 3484 the previous Rate Year. 3485 H. Quality Assurance Program. Contractor shall report quarterly on quality of the 3486 Customer service experience when Customer was interacting with Contractor, 3487 described in Section 7.02.F, during the prior month. The report shall include (i) 3488 name and Service Sector of each Customer contacted, (ii) date and time, (iii) name 3489 of Customer service representative placing call, (iv) summary of Customer's 3490 responses to questions and other information provided, and (v) follow-up actions 3491 taken, if any, in response to calls. The actual surveys shall be kept by the 3492 Contractor compliant with the record keeping requirements of the Agreement and 3493 such surveys shall be made available to the Agency or SBWMA upon request. 3494 9.07 ANNUAL REPORTS 3495 Annual reports shall present the information described in this Section, in addition to the 3496 monthly and quarterly report information required under Sections 9.05 and 9.06. The 3497 monthly and quarterly report information shall be presented as well as the annual totals REV: 03-16-18 MI Page 84 of 126 ATTY/AGR.2018.054/Recology of San Mateo