Laserfiche WebLink
3537 <br />account information shall also include the number of dwelling units at each Multi - <br />3538 <br />Family Residential Complex. <br />3539 <br />C. Customer Service Operations. Contractor shall annually prepare and submit, to <br />3540 <br />Agency and SBWMA, a Customer Service Operations Plan that shall include, at a <br />3541 <br />minimum, the following sections: <br />3542 <br />1. Customer Service Call Center <br />3543 <br />a. Provide the number CSR supervisory staff and describe their <br />3544 <br />responsibilities. <br />3545 <br />b. Contractor must describe its training strategy for CSR and CSR <br />3546 <br />supervisory staff. <br />3547 <br />C. Contractor must describe its strategy and overall approach to attracting <br />3548 <br />and retaining a high quality CSR staff. <br />3549 2. Website <br />3550 <br />a. <br />Number of on-line payments made <br />3551 <br />b. <br />Number of On -Call Collection Services scheduled <br />3552 <br />C. <br />Number of On -Call Bulky Goods Collections scheduled <br />3553 <br />d. <br />Number of extra Solid Waste pick-ups scheduled <br />3554 <br />e. <br />Number of service changes requested <br />3555 <br />f. <br />Number of Complaints documented and resolved <br />3556 3. Customer Information System <br />3557 a. Status of any changes or upgrades made to system software <br />3558 b. Description of proposed changes to system software <br />3559 C. Explanation and schedule of training activities <br />3560 4. Staffing <br />3561 5. Commercial customer service <br />3562 D. Related Party Entities. Contractor agrees that all financial transactions with all <br />3563 Related Party Entities shall be approved in advance in writing and disclosed <br />3564 annually (coinciding with Contractor's annual audited financial statements referred <br />3565 to in this Section 9.07) to the Agency in a separate disclosure letter to the Agency. <br />3566 This letter shall include the following information: a general description of the nature <br />3567 of each transaction, or type of (for many similar) transaction, as applicable. Such <br />3568 description shall include for each (or similar) transaction, amounts, specific Related <br />3569 Party Entity, basis of amount (how amount was determined), and description of the <br />3570 allocation methodology used to allocate any common costs. Amounts shall be <br />3571 reconciled to the Related Party Entity disclosures made in Contractor's annual <br />3572 audited financial statements referred to in this Section. <br />3573 At the Agency's request, Contractor shall provide the Agency with copies of working <br />3574 papers or other documentation deemed relevant by the Agency relating to <br />3575 information shown in the annual disclosure letter. The annual disclosure letter shall <br />3576 be provided to the Agency within sixty (60) Business Days of Contractor's Fiscal <br />3577 Yearend. <br />3578 E. Contractor's Review of Billings. Pursuant to the requirements described in <br />3579 Section 7.01.F, Contractor shall submit a report on its review of Billings. <br />REV: 03-16-18 MI <br />Page 86 of 126 <br />ATTY/AGR.2018.054/Recology of San Mateo <br />