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• • <br /> 1500 Days (in response to Customer input of service address); Billing issues, <br /> 1501 customer service telephone and e-mail contact information; and the Designated <br /> 1502 Transfer and Processing Site hours, directions, and acceptable materials; <br /> 1503 4. Provide complete list of Agency- approved Rates for all Customers; <br /> 1504 5. Allow Customers to file Complaints and receive from Contractor e-mail <br /> 1505 responses to Complaints; <br /> 1506 6. Provide a link to enable Customers to email Contractor; and <br /> 1507 7. Maintain and produce visitor logs and reporting includingwebsite and individual <br /> 1508 page visitation, number of web -based Bill payments per month, number of <br /> 1509 website- submitted Complaints per month, and individual and summary <br /> 1510 Customer Complaint and resolution reporting. <br /> 1511 D. Customer Information System Requirements <br /> 1512 Contractor is required to use a Customer information system with software <br /> 1513 applications capable of documenting all correspondence and conversations, <br /> 1514 pertaining to the services specified herein, between Contractor, Customers, <br /> 1515 Occupants, Agency and SBWMA. The system shall include, at a minimum, the <br /> 1516 following data fields: <br /> 1517 1. Date and time of Customer correspondence or contact with Contractor (e.g., <br /> 1518 phone call, email) <br /> 1519 2. Date and time response was provided <br /> 1520 3. Date and time resolution was provided <br /> 1521 4. Customer's name and contact information (multiple phone numbers and email <br /> 1522 addresses) <br /> 1523 5. Account address <br /> 1524 6. Service address <br /> 1525 7. Occupant address <br /> 1526 8. Service location information including: <br /> 1527 a. Number of units <br /> 1528 b. Number, size and type of Solid Waste, Organic Materials, and Targeted <br /> 1529 Recyclable Materials Containers <br /> 1530 c. Collection Service Day <br /> 1531 d. Route number <br /> 1532 e. Backyard service status <br /> 1533 f. Special Handling Service status <br /> 1534 g. Bulky Item Collection history (e.g., number of annual services performed, <br /> 1535 date requested, date provided) <br /> 1536 9. Service issue, Complaint or Inquiry <br /> 1537 10. Time frame stipulated for Contractor to resolve issue <br /> 1538 11. Description of Contractor's resolution of service issue or Complaint, or <br /> 1539 response to Inquiry <br /> 1540 12. Date and time that Contractor's resolution took place <br /> Franchise Agreement for Collection Services with Recology San Mateo County <br /> City of Redwood City <br /> ATTY /AGR/2010.014 <br /> 040510 Page 40 of 115 <br />