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<br /> I <br />, <br />Redwood City Marketing - Direct-Install and Rebate Program Elements <br />Design and production of specific customer outreach and marketing tools for RC to design and execute the <br />both residential and commercial-institutional sectors marketing program for all <br />Develop geographic targets for Program year one (residential neighborhoods, program elements. Assist RC <br />commercial-institutional facilities) as needed: <br />Begin active marketing to targeted customers JK-l hour <br /> ME - 10 hours <br />Customer Service Systems - Direct-Install and Rebate Program Elements <br /> Design administrative <br /> requirements, forms, <br />Design and establish customer service and dispute resolution system (establish guidelines & <br /> procedures, & follow-up <br />call center, guidelines for response to inquiries and complaints, reporting customer satisfaction <br />requirements, customer satisfaction surveys) survey: <br /> JK - 2 hours <br /> ME - 10 hours <br />Fourth Task <br />Administration, Audit. and Reporting - Direct-Install and Rebate Program Elements <br /> RC staffing for the entire <br />Develop overall Program administration guidelines and requirements (Program program, developing <br />staffing, replacement targets, reporting relationships, decision-making protocol, guidelines, scheduling, etc. <br /> Assist RC as needed: <br />scheduling) JK - 2 hours <br /> ME - 16 hours <br /> Prepare verification <br />Design the Program's installation verification system (Program audit methodology and <br />requirements, system procedures, statistical requirements, reporting and action documentation for RC: <br />triggers) JK- 10 hours <br /> ME-l hour <br />Establish Program reporting requirements (for internal progress monitoring and RC to establish and <br />reports to City Council) implement. <br />5 <br />