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<br />78 <br />Attachment 2 Page 29 <br /> <br />SBWMA Contractor Selection Process <br /> <br />Executive Summary <br /> <br />Summary of SBWMA Board Recommendations <br /> <br />. Public Education. Customers to receive contractor-provided public education <br />information regarding collection programs and operations matters, and SBWMA- <br />provided public education information and newsletters with a broad message <br />focusing on waste prevention, reuse, recycling, environmental purchasing <br />preferences, hazardous waste, electronic waste, and universal waste <br />management (expansion) <br /> <br />. Billino Services. Residential and commercial billing services; annual billing <br />audits; member agencies access to billing records; customer suspension of <br />service for absence; automated billing options; and, maintain a local payment <br />office at the Shoreway facility (expansion) <br /> <br />. Customer Service. English and Spanish translations of public education <br />materials; minimum call center hours; specific coding system for complaints; <br />documentation of call center statistics; customer service representative training; <br />website capabilities (e.g., pay for service, schedule service, or file complaints on- <br />line); customer service operations plan (expansion) <br /> <br />G. Shoreway Facility Services and Improvement Plans <br /> <br />. Ooerations. Continue operating the buy-back program, the household <br />hazardous waste drop-off center, and the "bunker" program for C&D provided <br />that the facility master plan demonstrates that these activities can be continued <br />with the expansion of the recycling and transfer buildings. <br /> <br />· Improvement Plans <br /> <br />Installation of single-stream processing equipment in the recycling <br />building at the Shoreway facility which may require expansion of the <br />recycling building (new) <br /> <br />- Expansion of the transfer station to accommodate more diversion <br />materials (expansion) <br /> <br />- Development of a facility master plan to determine how best to integrate <br />the new single-stream processing operation and expansion of the transfer <br />station with strategies to improve traffic circulation and to achieve <br />operational efficiencies (new) <br /> <br />3. Contract Terms and Conditions <br /> <br />A. Labor Considerations <br /> <br />. Competitive Waoes and Benefits. The collection and Shoreway operations <br />contractors shall provide their employees with competitive wages and benefits <br />which shall be assumed to be no less than the wages and benefits paid in the <br />final year of the current collective bargaining agreements. (new) <br /> <br />HF&H Consultants, LLC <br /> <br />ES-8 <br />