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• • <br /> 3119 Complaint, Inquiry and service request on a compatible computer disc or other <br /> 3120 memory device approved by Agency. The categorization of Complaints, Inquiries <br /> 3121 and service requests shall be agreed -upon by the Agency, SBWMA, and Contractor <br /> 3122 prior to the Commencement Date, and shall be adjusted during the Term upon <br /> 3123 agreement between Agency, SBWMA and Contractor. <br /> 3124 D. CaII Center Data. Number of calls received, number of calls answered, number of <br /> 3125 dropped calls, percentage of dropped calls, Average Hold Time, percentage of calls <br /> 3126 answered in thirty (30) seconds. <br /> 3127 F. On -Site Customer Assessments and Visual Audits. Contractor shall report the <br /> 3128 number of and results of the site assessments and visual audits conducted for Multi - <br /> 3129 Family Dwelling, Commercial, and Agency Customers, which are required by <br /> 3130 Section 7.06. <br /> 3131 G. Quality Assurance Program. Contractor shall report monthly on its implementation <br /> 3132 of this program, described in Section 7.02.F, during the prior month. The report shall <br /> 3133 include (i) name and Service Sector of each Customer contacted, (ii) date, time and <br /> 3134 length of telephone call, (iii) name of customer service representative placing call, <br /> 3135 (iv) summary of Customer's responses to questions and other information provided, <br /> 3136 and (v) follow -up actions taken, if any, in response to calls. <br /> 3137 9.06 QUARTERLY REPORTS <br /> 3138 Quarterly reports shall present the information described in this Section. Each quarterly <br /> 3139 report shall present the information below for the reporting months of that quarter and for <br /> 3140 each of the preceding twelve (12) months. <br /> 3141 A. Tonnage Information. Contractor shall provide the Tonnage information requested <br /> 3142 below by Service Sector on a monthly and year -to -date basis. However, the <br /> 3143 Agency reserves the right to request the monthly Tonnage data by route. <br /> 3144 1. Solid Waste. Total Solid Waste Tonnage Collected and Disposed by Service <br /> 3145 Sector. <br /> 3146 2. Targeted Recyclable Materials Services. Total Targeted Recyclable Materials <br /> 3147 Tonnage Collected and delivered for processing by Service Sector listed <br /> 3148 separately by material type Collected (e.g., Single- Stream Targeted Recyclable <br /> 3149 Materials, Source Separated cardboard, Source Separated paper, Used Motor <br /> 3150 Oil, Used Motor Oil Filters, etc.). <br /> 3151 3. Organic Materials Services. Total Organic Materials Tonnage Collected and <br /> 3152 delivered for processing by Service Sector listed separately by material type <br /> 3153 (e.g., Plant Materials, Food Scraps, or Organic Materials). <br /> 3154 If Contractor does not separately track Multi - Family Tonnage data, Contractor shall <br /> 3155 conduct a semi - annual or annual Tonnage assessment if requested by Agency in <br /> 3156 accordance with Section 7.08 that involves separately Collecting and weighing <br /> 3157 Multi - Family Solid Waste, Targeted Recyclable Materials, and Organic Materials to <br /> 3158 quantify Tonnage Collected during a given week. <br /> 3159 B. Diversion Level. Contractor shall provide the quarterly and year -to -date Overall <br /> 3160 Diversion Level, the quarterly and year -to -date Single - Family Diversion Level, and <br /> Franchise Agreement for Collection Services with Recology San Mateo County <br /> City of Redwood City <br /> ATTY /AGR/2010.014 <br /> 040510 Page 78 of 115 <br />