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. • <br /> 3328 Targeted Recyclable Materials, and Organic Materials Collection service level (i.e., <br /> 3329 number of Containers, size of Containers, frequency of Collection, and Day(s) of <br /> 3330 Collection, and Rate charged). For Multi- Family Customers, the Customer account <br /> 3331 information shall also include the number of dwelling units at each Multi- Family <br /> 3332 Residential Complex. <br /> 3333 C. Customer Service Operations. Contractor shall annually prepare and submit, to <br /> 3334 Agency and SBWMA, a Customer Service Operations Plan that shall include, at a <br /> 3335 minimum, the following sections: <br /> 3336 1. Customer Service CaII Center <br /> 3337 A. Provide the number CSR supervisory staff and describe their <br /> 3338 responsibilities. <br /> 3339 B. Contractor must describe its training strategy for CSR's and CSR <br /> 3340 supervisory staff. <br /> 3341 C. Contractor must describe its strategy and overall approach to attracting <br /> 3342 and retaining a high quality CSR staff. <br /> 3343 2. Website <br /> 3344 A. Number of on -line payments made <br /> 3345 B. Number of On -Call Collection Services scheduled <br /> 3346 C. Number of On -Call Bulky Goods Collections scheduled <br /> 3347 D. Number of extra Solid Waste pick -ups scheduled <br /> 3348 E. Number of service changes requested <br /> 3349 F. Number of Complaints documented and resolved <br /> 3350 3. Customer Information System <br /> 3351 A. Status of any changes or upgrades made to system software <br /> 3352 B. Description of proposed changes to system software <br /> 3353 C. Explanation and schedule of training activities <br /> 3354 4. Staffing <br /> 3355 5. Commercial customer service <br /> 3356 D. Related Party Entities. Contractor agrees that all financial transactions with all <br /> 3357 Related Party Entities shall be approved in advance in writing and disclosed <br /> 3358 annually (coinciding with Contractor's annual audited financial statements referred <br /> 3359 to in this Section 9.07) to the Agency in a separate disclosure letter to the Agency. <br /> 3360 This letter shall include the following information: a general description of the nature <br /> 3361 of each transaction, or type of (for many similar) transaction, as applicable. Such <br /> 3362 description shall include for each (or similar) transaction, amounts, specific Related <br /> 3363 Party Entity, basis of amount (how amount was determined), and description of the <br /> 3364 allocation methodology used to allocate any common costs. Amounts shall be <br /> 3365 reconciled to the Related Party Entity disclosures made in Contractor's annual <br /> 3366 audited financial statements referred to in this Section. <br /> 3367 At the Agency's request, Contractor shall provide the Agency with copies of working <br /> 3368 papers or other documentation deemed relevant by the Agency relating to <br /> 3369 information shown in the annual disclosure letter. The annual disclosure letter shall <br /> 3370 be provided to the Agency within sixty (60) Business Days of Contractor's Fiscal <br /> 3371 Year end. <br /> Franchise Agreement for Collection Services with Recology San Mateo County <br /> City of Redwood City <br /> ATTY /AGR/2010.014 <br /> 040510 Page 83 of 115 <br />