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• • <br /> 3161 the quarterly and year -to -date Commercial Diversion Level (each stated as a <br /> 3162 percentage) calculated in accordance with Attachment I. In addition, Contractor <br /> 3163 shall present the calculations used to determine the Diversion Levels. <br /> 3164 C. Education Activities <br /> 3165 1. Public education materials produced and total number of each distributed. <br /> 3166 2. Dates, times, and names of meetings or events attended. <br /> 3167 3. Dates, times, and names of school(s) where presentations were performed. <br /> 3168 4. Other educational activities as may be requested by Agency. <br /> 3169 D. Complaint. Inquiry and Service Requests Data. Number of Complaints, Inquiries <br /> 3170 and service requests received from Customers, Generators, or other Person by <br /> 3171 category (e.g., missed pickups, noise Complaints, scheduled On -Call Bulky Item <br /> 3172 Collection Events, Overages, Billing concerns, property damage claims, requests <br /> 3173 for information, etc.). Complaint summary, for each month and cumulative for Rate <br /> 3174 Year to date, summarized by nature of Complaints on a compatible computer disc <br /> 3175 or other memory device approved by Agency. <br /> 3176 E. Call Center Data. Number of calls received, number of calls answered, number of <br /> 3177 dropped calls, percentage of dropped calls, average delay time, Average Hold <br /> 3178 Time, percentage of calls answered in thirty (30) seconds, percentage of calls <br /> 3179 answered in ninety (90) seconds reported for the month. <br /> 3180 G. Determination and Payment of Liquidated Damages. In accordance with the <br /> 3181 requirements of Section 14.07, Contractor shall provide a report that identifies any <br /> 3182 non - compliance with performance measures listed in Attachment J (except for <br /> 3183 compliance with diversion - related standards which shall be reported as part of the <br /> 3184 Contractor's annual report) and include calculation of the Liquidated Damages due. <br /> 3185 This report shall be accompanied by supporting documentation identifying either <br /> 3186 compliance with or level of non - compliance with the performance measures. <br /> 3187 Contractor may include with its report a written request to meet with Agency's <br /> 3188 Manager or his or her designee to discuss Contractor's evidence refuting the basis <br /> 3189 for assessing Liquidated Damages pertaining to unacceptable employee behavior. <br /> 3190 In such cases, Contractor shall include with its report evidence in writing and written <br /> 3191 testimony of its employees and others relevant to the incidents) /non- performance. <br /> 3192 Agency's Manager or his or her designee will provide Contractor with a written <br /> 3193 explanation of his or her determination on each incidents) /non- performance. The <br /> 3194 decision of Agency's Manager or his or her designee shall be final. <br /> 3195 H. Account Summary. For monthly reports following the end of each quarter (e.g., for <br /> 3196 monthly reports submitted in January, April, July, and October), provide the <br /> 3197 following account summary information in table format: <br /> 3198 1. Number of Customers in each Rate category. <br /> 3199 2. Total number of Residential, Commercial, and Drop Box Customers <br /> 3200 subscribing to Solid Waste, Targeted Recyclable Materials, and Organic <br /> 3201 Materials Collection service listed separately by Service Sector and material <br /> 3202 type. <br /> Franchise Agreement for Collection Services with Recology San Mateo County <br /> City of Redwood City <br /> ATTY /AGR/2010.014 <br /> 040510 Page 79 of 115 <br />