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• • <br /> ATTACHMENT I <br /> PERFORMANCE INCENTIVES AND DISINCENTIVES <br /> Disincentive Payment for Excessive Initial Single - Family Missed Pick -Up <br /> Complaints <br /> Contractor shall be assessed a disincentive payment if the percentage of Contractor's <br /> Missed Pick -Up Initial Complaints for Agency is less than one per one - thousand <br /> (1:1,000) Service Opportunities each month. If Contractor exceeds the minimum Missed <br /> Pick -Up Initial Complaints threshold, Agency shall assess a disincentive payment based <br /> on the following example: <br /> Actual number of Single - Family Missed Pick -Up Initial Complaints = 267 <br /> Allowable threshold of Single - Family Missed Pick -Up Complaints = 195 <br /> Disincentive Payment = $50 per complaint <br /> Disincentive = Actual number > 0.1% of monthly Service Opportunities (i.e., 195) <br /> 267 — 195 = 72 <br /> 72 * $50 = $3,600 <br /> 5. SINGLE - FAMILY MISSED PICK -UP COLLECTION EVENTS <br /> Contractor shall be assessed a disincentive payment for the actual number of Single - <br /> Family Missed Pick -Up Collection Events for Agency that occur during each month. <br /> Disincentive payments for Missed Pick -Up Collection Events will be based on the <br /> following example: <br /> Actual number of Single - Family Missed Pick -Up Collection Events = 87 <br /> Allowable threshold of Single - Family Missed Pick -Up Collection Events = 0 <br /> Disincentive Payment = $50 per Missed Pick -Up Collection Event <br /> 87 x $50 = $4,350 <br /> 6. AVERAGE SPEED OF ANSWER AT CUSTOMER SERVICE CENTER <br /> Exceptionally Fast Average Speed of Answer <br /> Contractor shall receive an incentive payment if the actual Average Speed of Answer is <br /> less than fifteen (15) seconds each month . In such cases, the incentive payment shall <br /> be calculated based on the following example: <br /> Actual Average Speed of Answer = 14 seconds <br /> Average Speed of Answer Standard = 15 seconds <br /> Speed of Answer Incentive Payment = $500.00 per second <br /> Incentive = Actual Average < 15 seconds <br /> 14 — 15 = -1 second <br /> 1 x $500.00 = $500 <br /> If the actual Average Speed of Answer is equal to or greater than fifteen (15) seconds <br /> each month, no incentive payment will be provided. <br /> Maximum Average Speed of Answer <br /> Franchise Agreement for Collection Services with Recology San Mateo County Attachment I <br /> Redwood City Performance Incentives and Disincentives <br /> Page 10 of 13 <br />