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• • <br /> 1541 13. CSR or Contractor's employee identification code of employee inputting the <br /> 1542 Complaint or inquiry <br /> 1543 14. CSR or Contractor's employee identification code of employee inputting the <br /> 1544 resolution <br /> 1545 The system shall be capable of: <br /> 1546 1. Providing real -time access to complete Customer contact history from the <br /> 1547 commencement of service in 2011; <br /> 1548 2. Providing Agency and SBWMA the capacity to submit work orders (e.g., <br /> 1549 specifying the Inquiry, Complaint or request for service) electronically directly to <br /> 1550 Contractor using Contractor's web -based software. <br /> 1551 3. Documenting non - Collection events including problem description and <br /> 1552 resolution; <br /> 1553 4. Tracking non - Collection events necessary to fulfill the requirements in Section <br /> 1554 8.02(F); and <br /> 1555 5. Fulfilling Customer service reporting requirements as specified in Article 9. <br /> 1556 E. Monthly Meetings with Agency. If requested, Contractor shall meet monthly with <br /> 1557 Agency to discuss compliance with the Customer service standards specified in this <br /> 1558 Section 7.02, Attachment I (Performance Incentives and Disincentives) and <br /> 1559 Attachment J (Liquidated Damages). <br /> 1560 F. Quality Assurance Program. Each month Contractor's customer service <br /> 1561 representatives will contact by telephone a minimum of two- hundred (200) <br /> 1562 Customers within the SBWMA Service Area to inquire about their satisfaction with <br /> 1563 Contractor's Collection services. The Customers contacted will be (i) representative <br /> 1564 of different Service Sectors, (ii) distributed among Member Agencies, and (iii) <br /> 1565 randomly selected. Customer service representatives shall ask about (i) Customers' <br /> 1566 satisfaction with Solid Waste and Recyclable Materials Collection services, (ii) the <br /> 1567 number of Collection Containers the Customer has and the frequency of collections, <br /> 1568 in order to ensure that the Customer has subscribed to the appropriate level of <br /> 1569 Collection service, and (iii) Customer's suggestions for opportunities to improve <br /> 1570 service. The quality assurance program reporting requirements are specified in <br /> 1571 subsection 9.05.G. <br /> 1572 G. Preprogrammed Call Transfer. Contractor shall maintain the ability to provide <br /> 1573 preprogrammed call transfer service to Agency. With this communications feature <br /> 1574 in place, when a Customer calls Contractor about an issue or concern that pertains <br /> 1575 to Agency but is not related to Collection services provided by Contractor, <br /> 1576 Contractor shall immediately transfer the phone call to the offices of Agency <br /> 1577 through a dedicated telephone line designated by Agency. The call transfer shall <br /> 1578 be seamless, and appear to the Customer as if Contractor were transferring the <br /> 1579 call internally. <br /> 1580 J. Customer Service Operations Plan. Contractor shall annually submit its <br /> 1581 Customer service operations plan. The Customer service operations plan shall <br /> 1582 describe how Contractor uses its Norcal or Recology customer relationship <br /> 1583 management system (NCRM), linked to on -board GPS tracking system, to share <br /> 1584 real -time information between Customers, drivers, customer service <br /> 1585 representatives, managers, and SBWMA and Agency staff. The plan will provide <br /> Franchise Agreement for Collection Services with Recology San Mateo County <br /> City of Redwood City <br /> ATTY /AGR/2010.014 <br /> 040510 Page 41 of 115 <br />