Agmt10 Recology San Mateo County

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• • 1414 each Commercial, Multi - Family Dwelling and SFD Customer, unless Agency shall 1415 direct Contractor to do so more frequently. Contractor shall submit to Agency a 1416 written report of the status of its review annually no later than forty -five (45) Days 1417 after the end of each calendar year. The intent of this Section is for Agency to 1418 receive reports on an annual basis for one -third (1/3) of all Customer accounts, and 1419 for all Customer accounts to be reviewed every third year of the Agreement. The 1420 scope of the review and the reviewer's work plan shall be submitted to Agency for 1421 approval no later than six (6) months before the submission of the first report. 1422 E. Agency or SBWMA Billing Review. Contractor acknowledges that Agency or 1423 SBWMA may perform, or cause to be performed, Billing reviews periodically. 1424 Contractor agrees to participate and cooperate with SBWMA and Agency and its 1425 agents to accomplish these reviews and conduct any data collection and report 1426 preparation that may be requested. The Contractor's full cooperation with these 1427 reviews may include, but is not limited to: (i) allowing Agency or SBWMA staff or 1428 consultants to ride along with drivers in Collection vehicles during daily Collection 1429 operations; (ii) providing for interviews of personnel at all levels, with or without 1430 management oversight; (iii) providing reporting related to franchised operations 1431 available through Contractor's automated systems; and, (iv) adjusting routing, public 1432 information, outreach, or program availability based upon the recommendations of 1433 the audit, if approved by the SBWMA or Agency. 1434 F. Privacy of Customer Information. Contractor shall not distribute or sell Customer, 1435 Owner, or Occupant information such as names, addresses, and telephone 1436 numbers to other Persons with the exception of distribution to the Agency, SBWMA, 1437 or its agents for reporting and contract compliance purposes. 1438 7.02 CUSTOMER SERVICE 1439 Contractor is responsible for ensuring that all staff and Customer Service 1440 representatives (CSR) maintain a professional and courteous demeanor when in contact 1441 with Agency, SBWMA and the public. Contractor shall be responsible for all employee 1442 interactions with Customers, SBWMA, and Agency staff. Contractor is required to ensure 1443 that its Customers are consistently treated courteously and are presented with timely, 1444 responsive and thorough solutions to problems and requests for information. Contractor 1445 shall meet monthly to discuss compliance with the Customer Service standards 1446 described herein if requested by Agency. 1447 A. Local Office. Contractor shall operate a local office at the Shoreway Recycling 1448 and Disposal Center, located at 225 Shoreway Road, San Carlos. Office hours 1449 shall be at a minimum, from 8:00 a.m. to 5:00 p.m., Monday through Friday, 1450 exclusive of Holidays. Contractor shall be responsible for ensuring that a qualified 1451 representative is available at the local office during office hours to communicate 1452 with the public and accept Bill payments from Customers. Contractor shall offer bi- 1453 lingual customer service at the local office by employing CSR's with English and 1454 Spanish language capabilities. The local office and customer service telephone 1455 number(s) shall either be a local or toll free call. 1456 Contractor's telephone system shall adequately handle the volume of calls typically 1457 experienced on the busiest days. Contractor shall have a company representative, Franchise Agreement for Collection Services with Recology San Mateo County City of Redwood City ATTY /AGR/2010.014 040510 Page 38 of 115