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• • <br /> ATTACHMENT I <br /> PERFORMANCE INCENTIVES AND DISINCENTIVES <br /> 7. NINETY SECOND (90) MAXIMUM HOLD TIME <br /> The maximum Hold Time shall be ninety (90) seconds. If Contractor fails to achieve this <br /> performance standard, the Agency shall assess a disincentive payment based on the <br /> following example: <br /> Number of calls exceeding the Ninety (90) Second threshold = 312 <br /> Disincentive Payment = $5.00 per call <br /> 312 x $5.00 = $1,560 <br /> 8. INCENTIVE /DISINCENTIVE PAYMENT PROCEDURES <br /> A. Record Keeping. In accordance with Article 9, records shall be maintained by <br /> Contractor for Agency in a manner that adequately demonstrates and documents <br /> Contractor's performance in accordance with this Agreement. The records shall be <br /> sufficient for Agency and SBWMA to determine Contractor's compliance with the <br /> specified performance standards. <br /> B. Determination of Achievement of Performance Standards. In accordance with <br /> the requirements of Sections 9.06, 9.07 and 11.07, Contractor shall provide with its <br /> quarterly and annual reports, a report that identifies compliance with the performance <br /> standards listed in this Attachment and calculation of the performance incentive <br /> payments and disincentive assessments due. <br /> Performance incentives and disincentives for Overall Diversion Level, Minimum <br /> Single - Family Diversion Level, Minimum Commercial Diversion Level, Average <br /> Speed of Answer and Ninety (90) Second Maximum Hold Time shall be calculated in <br /> aggregate for the SBWMA Service Area and Agency's share shall be proportional <br /> based on the tons of Solid Waste Collected in the previous Rate Year by Contractor <br /> or for Rate Year One (2011) by Previous Contractor in 2010. Performance <br /> incentives and disincentives for Single - Family Missed Pick -Up Initial Complaints and <br /> Single - Family Missed Pick -Up Collection Events shall be calculated separately for <br /> each Agency. Disincentive assessments for Contamination shall be calculated in <br /> aggregate and paid to the SBWMA quarterly pursuant to Agreement Sections 9.06 <br /> and 11.07, and Section 8.D of this Attachment. <br /> The incentives and disincentives that will be calculated monthly include: <br /> • Single - Family Missed Pick -Up Initial Complaints <br /> • Single - Family Missed Pick -Up Collection Events <br /> • Average Speed of Answer <br /> • Ninety (90) Second Maximum Hold Time <br /> The disincentives that will be calculated quarterly include: <br /> • Single - Family Targeted Recyclable Materials maximum Contamination Level <br /> • Single - Family Organic Materials maximum Contamination Level <br /> • Commercial Source Separated and Targeted Recyclable Materials maximum <br /> Contamination Level <br /> Franchise Agreement for Collection Services with Recology San Mateo County Attachment I <br /> Redwood City Performance Incentives and Disincentives <br /> Page 12 of 13 <br />