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i: 11/04/2013 Section Section Title Sco e of Administrative Chan e Rationale ` 7.02.F Quality The current Quality Assurance Program activities performed The results of the quality assurance call monitoring thus far Assurance by Recology shall be discontinued and replaced with the have not revealed any systemic problems with the quality of Program following program: Modify the current Quality Assurance the customer service provided.This experience coupled with � Program to focus on the quality of the customer service the results of the recent SBWMA survey have revealed that � experience when interacting with the Recology customer while this value added program was conceptually meaningful, � service center. This will be accomplished by calling it does not appear to be significantly useful. Therefore,the s customers that have recently contacted Recology via phone program has been re-scoped. � and spoke live with a customer service representative.The P number of customers that will be contacted every month will � remain unchanged from the current 200. The customers ' contacted each day will be randomly selected from the pool of customers that contacted Recology the prior business day and � such calls shall be evenly distributed(e.g., approximately 12- � 13 calls per business day)throughout the month with some � exceptions as follows:calls will be made during non-peak call i volume days(i.e., 2nd, 3�a, and 4"�weeks after billing); and no ! calls will be made immediately after a holiday. When placing the calls, Recology will use a standardized survey that will be completed during the phone interview of the customer. If a message is left with the customer,the message left by Recology will direct the customer to complete an online survey. Both survey instruments(for phone interviews and online survey)shall have similar questions and be subject to � approval by the SBWMA. Recology employees placing the � calls shall not be the same employee that spoke to the � customer the pnor business day; Recology employees shall � be calling customers that another employee spoke to the prior business day.The reporting requirements for this program � denoted in Section 9.05.G will be modified such that a summary report on survey results will be provided in each � quarterly report.The actual surveys will be kept by Recology compliant with the record keeping requirements of the � Franchise Agreement(s)and such surveys will be made available u on re uest. 5 RESO.#15303 MUFF#801