Review of Xxxxxxxx. Contractor shall review its Xxxxxxxx to Customers, issued 1488 pursuant to Section 7.01.A. The purpose of the review is to determine that the amount 1489 which Contractor is Billing each Customer is correct in terms of the level of service 1490 (i.e., frequency of Collection, size of Container, location of Container) being provided 1491 to such Customer by Contractor. Contractor shall review Customer accounts not less 1492 than once every three (3) calendar years for each Commercial, Multi-Family Dwelling, 1493 and SFD Customer, unless Agency directs Contractor to do so more frequently. 1494 Contractor shall submit to Agency a written report of the status of its review annually 1495 no later than forty-five (45) Days after the end of each calendar year. The intent of 1496 this Section is for Agency to receive reports on an annual basis for one-third (1/3) of 1497 all Customer accounts, and for all Customer accounts to be reviewed every third year 1498 of the Agreement. The scope of the review and the reviewer's work plan shall be 1499 submitted to Agency for approval no later than six (6) months before the submission 1500 of the first report. 1501 F. Agency or SBWMA Billing Review. Contractor acknowledges that Agency or 1502 SBWMA may perform, or cause to be performed, Billing reviews periodically. 1503 Contractor agrees to participate and cooperate with SBWMA and Agency and its 1504 agents to accomplish these reviews and conduct any data collection and report 1505 preparation that may be requested. The Contractor’s full cooperation with these 1506 reviews may include, but is not limited to: (i) allowing Agency or SBWMA staff or 1507 consultants to ride along with drivers in Collection vehicles during daily Collection 1508 operations; (ii) providing for interviews of personnel at all levels, with or without 1509 management oversight; (iii) providing reporting related to franchised operations 1510 available through Contractor’s automated systems; and, (iv) adjusting routing, public 1511 information, outreach, or program availability based upon the recommendations of 1512 the audit, if approved by the SBWMA or Agency. 1513 X. Xxxxxxx of Customer Information. Contractor shall not distribute or sell Customer, 1514 Owner, or Occupant information such as names, addresses, and telephone numbers 1515 to other Persons with the exception of distribution to the Agency, SBWMA, or its 1516 agents for reporting and contract compliance purposes and distribution to 1517 Contractor’s Billing agent (if Contractor uses a Related Party Entity or Subcontractor 1518 for Billing purposes). 1519 7.02 CUSTOMER SERVICE 1520 Contractor is responsible for ensuring that all staff and Customer service representatives 1521 (CSR) maintain a professional and courteous demeanor when in contact with Agency, 1522 SBWMA, and the public. Contractor shall be responsible for all employee interactions with 1523 Customers, SBWMA, and Agency staff. Contractor is required to ensure that its 1524 Customers are consistently treated courteously and are presented with timely, responsive, 1525 and thorough solutions to problems and requests for information. Contractor shall meet 1526 monthly to discuss compliance with the Customer service standards described herein if 1527 requested by Agency. 1528 A. Local Office 1529 Contractor shall operate a local office at the Shoreway Environmental Center, located 1530 at 000 Xxxxxxxx Xxxx, Xxx Xxxxxx. If office space at Shoreway Environmental 1531 Center becomes unavailable for the Contractor’s use, Contractor shall establish a 1532 local office in the SBWMA Service Area. Such a change shall be considered an 1533 Agency-directed change in scope and handled in accordance with provisions in 1534 Section 15.12. Contractor’s office hours shall be, at a minimum, from 8:00 a.m. to 1535 5:00 p.m., Monday through Friday, exclusive of Holidays specified in Attachment A 1536 for the local office. Contractor shall be responsible for ensuring that a qualified 1537 representative is available at a local office within the SBWMA Service Area during 1538 office hours to communicate with the public and accept Bill payments from 1539 Customers. Contractor shall offer bi-lingual Customer service at the local office by 1540 employing CSRs with English and Spanish language capabilities. The local office 1541 and Customer service telephone number(s) shall either be a local or toll free call. 1542 Contractor's telephone system shall adequately handle the volume of calls typically 1543 experienced on the busiest days. Contractor shall have a company representative, 1544 an answering service, or voice-mail system available for calls received during non- 1545 business hours and Holidays specified in Attachment A for the local office. 1546 Contractor shall employ sufficient Customer service staff and management practices 1547 to ensure that the Average Speed of Answer is equal to or less than thirty (30) 1548 seconds and the maximum Hold Time is ninety (90) seconds or less. 1549 Contractor shall be required to track all informational requests so that appropriate 1550 public outreach materials can be designed to target commonly asked questions. 1551 Contractor shall be responsible for promoting use of the Contractor’s website for 1552 scheduling of On-Call Collection Service events and obtaining answers related to 1553 common informational requests through: (i) public education and promotion 1554 materials; and, (ii) a recorded message Customers will hear while on-hold with the 1555 Customer service department. 1556 Contractor shall maintain and publicize an e-mail address whereby Customers can 1557 communicate with the Contractor’s Customer service staff. Contractor shall monitor 1558 the email at least once per Business Day, and ensure that a twenty-four (24) hour 1559 response time is maintained. 1560 B. Customer Service Call Center and Staffing 1561 Contractor is required to operate a Customer service call center that will serve as the 1562 primary telephone point of contact and information for all services. The Customer 1563 service call center hotline is required to be staffed live during regular business hours 1564 (i.e., Monday through Friday 8:00 a.m. to 5:00 p.m.) by sixteen (16) Customer service 1565 representatives (includes one (1) receptionist who performs Customer service 1566 activities). In addition, the Customer service call center shall offer multi-lingual 1567 Customer service by employing a minimum of two (2) bilingual Customer service 1568 representatives with English and Spanish language capabilities, and contracting with 1569 a service to provide bilingual capacity for other languages including Cantonese, 1570 Mandarin, and Vietnamese. Contractor shall provide immediate access to interpreters 1571 for over one-hundred and seventy-five (175) languages through the use of Language 1572 Line service, or a similar service. 1573 C. Website 1574 Contractor shall maintain and publicize an up-to-date website whereby Customers 1575 can conduct business with Contractor in both English and Spanish. Contractor is 1576 required to update the website monthly, and more frequently if necessary. At a 1577 minimum, the website shall: 1578 1. Allow Customers to view and pay Bills issued by Contractor, as required in 1579 Section 7.01; 1580 2. Allow Customers to schedule services Including On-Call Service events, On-Call 1581 Bulky Item Collections, extra Collections, service changes, temporary Drop Box 1582 service, service terminations, and service stops; 1583 3. Provide answers to frequently asked questions Including: proper Container set- 1584 out instructions; list of acceptable Recyclable and Organic Materials; Collection 1585 Days (in response to Customer input of service address); Billing issues, 1586 Customer service telephone and e-mail contact information; and the Designated 1587 Transfer and Processing Site hours, directions, and acceptable materials;
Appears in 1 contract
Samples: Franchise Agreement
Review of Xxxxxxxx. Contractor shall review its Xxxxxxxx to Customers, issued 1488 1517 pursuant to Section 7.01.A. The purpose of the review is to determine that the 1518 amount 1489 which Contractor is Billing each Customer is correct in terms of the level of 1519 service 1490 (i.e., frequency of Collection, size of Container, location of Container) being 1520 provided 1491 to such Customer by Contractor. Contractor shall review Customer 1521 accounts not less 1492 than once every three (3) calendar years for each Commercial, 1522 Multi-Family Dwelling, 1493 and SFD Customer, unless Agency directs Contractor to do 1523 so more frequently. 1494 Contractor shall submit to Agency a written report of the status 1524 of its review annually 1495 no later than forty-five (45) Days after the end of each 1525 calendar year. The intent of 1496 this Section is for Agency to receive reports on an 1526 annual basis for one-third (1/3) of 1497 all Customer accounts, and for all Customer 1527 accounts to be reviewed every third year 1498 of the Agreement. The scope of the 1528 review and the reviewer's work plan shall be 1499 submitted to Agency for approval no 1529 later than six (6) months before the submission 1500 of the first report. 1501 1530 F. Agency or SBWMA Billing Review. Contractor acknowledges that Agency or 1502 1531 SBWMA may perform, or cause to be performed, Billing reviews periodically. 1503 1532 Contractor agrees to participate and cooperate with SBWMA and Agency and its 1504 1533 agents to accomplish these reviews and conduct any data collection and report 1505 1534 preparation that may be requested. The Contractor’s full cooperation with these 1506 1535 reviews may include, but is not limited to: (i) allowing Agency or SBWMA staff or 1507 1536 consultants to ride along with drivers in Collection vehicles during daily Collection 1508 1537 operations; (ii) providing for interviews of personnel at all levels, with or without 1509 1538 management oversight; (iii) providing reporting related to franchised operations 1510 1539 available through Contractor’s automated systems; and, (iv) adjusting routing, public 1511 1540 information, outreach, or program availability based upon the recommendations of 1512 1541 the audit, if approved by the SBWMA or Agency. 1513 X. Xxxxxxx 1542 G. Privacy of Customer Information. Contractor shall not distribute or sell Customer, 1514 1543 Owner, or Occupant information such as names, addresses, and telephone 1544 numbers 1515 to other Persons with the exception of distribution to the Agency, SBWMA, 1545 or its 1516 agents for reporting and contract compliance purposes and distribution to 1517 1546 Contractor’s Billing agent (if Contractor uses a Related Party Entity or Subcontractor 1518 1547 for Billing purposes). 1519 1548 7.02 CUSTOMER SERVICE 1520 SERVICE 1549 Contractor is responsible for ensuring that all staff and Customer service representatives 1521 1550 (CSR) maintain a professional and courteous demeanor when in contact with Agency, 1522 1551 SBWMA, and the public. Contractor shall be responsible for all employee interactions 1552 with 1523 Customers, SBWMA, and Agency staff. Contractor is required to ensure that its 1524 1553 Customers are consistently treated courteously and are presented with timely, 1554 responsive, 1525 and thorough solutions to problems and requests for information. Contractor 1555 shall meet 1526 monthly to discuss compliance with the Customer service standards 1556 described herein if 1527 requested by Agency. 1528 1557 A. Local Office 1529 1558 Contractor shall operate a local office at the Shoreway Environmental Center, 1559 located 1530 at 000 Xxxxxxxx Xxxx, Xxx Xxxxxx. If office space at Shoreway 1560 Environmental 1531 Center becomes unavailable for the Contractor’s use, Contractor 1561 shall establish a 1532 local office in the SBWMA Service Area. Such a change shall be 1562 considered an 1533 Agency-directed change in scope and handled in accordance with 1563 provisions in 1534 Section 15.12. Contractor’s office hours shall be, at a minimum, from 1564 8:00 a.m. to 1535 5:00 p.m., Monday through Friday, exclusive of Holidays specified in 1565 Attachment A 1536 for the local office. Contractor shall be responsible for ensuring that a 1566 qualified 1537 representative is available at a local office within the SBWMA Service Area 1567 during 1538 office hours to communicate with the public and accept Bill payments from 1539 1568 Customers. Contractor shall offer bi-lingual Customer service at the local office by 1540 1569 employing CSRs with English and Spanish language capabilities. The local office 1541 1570 and Customer service telephone number(s) shall either be a local or toll free call. 1542 1571 Contractor's telephone system shall adequately handle the volume of calls typically 1543 1572 experienced on the busiest days. Contractor shall have a company representative, 1544 1573 an answering service, or voice-mail system available for calls received during non- 1545 1574 business hours and Holidays specified in Attachment A for the local office. 1546 1575 Contractor shall employ sufficient Customer service staff and management 1576 practices 1547 to ensure that the Average Speed of Answer is equal to or less than thirty 1577 (30) 1548 seconds and the maximum Hold Time is ninety (90) seconds or less. 1549 1578 Contractor shall be required to track all informational requests so that appropriate 1550 1579 public outreach materials can be designed to target commonly asked questions. 1551 1580 Contractor shall be responsible for promoting use of the Contractor’s website for 1552 1581 scheduling of On-Call Collection Service events and obtaining answers related to 1553 1582 common informational requests through: (i) public education and promotion 1554 1583 materials; and, (ii) a recorded message Customers will hear while on-hold with the 1555 1584 Customer service department. 1556 1585 Contractor shall maintain and publicize an e-mail address whereby Customers can 1557 1586 communicate with the Contractor’s Customer service staff. Contractor shall monitor 1558 1587 the email at least once per Business Day, and ensure that a twenty-four (24) hour 1559 1588 response time is maintained. 1560 1589 B. Customer Service Call Center and Staffing 1561 1590 Contractor is required to operate a Customer service call center that will serve as 1591 the 1562 primary telephone point of contact and information for all services. The 1592 Customer 1563 service call center hotline is required to be staffed live during regular 1593 business hours 1564 (i.e., Monday through Friday 8:00 a.m. to 5:00 p.m.) by sixteen (16) 1594 Customer service 1565 representatives (includes one (1) receptionist who performs 1595 Customer service 1566 activities). In addition, the Customer service call center shall offer 1596 multi-lingual 1567 Customer service by employing a minimum of two (2) bilingual 1597 Customer service 1568 representatives with English and Spanish language capabilities, 1598 and contracting with 1569 a service to provide bilingual capacity for other languages 1599 including Cantonese, 1570 Mandarin, and Vietnamese. Contractor shall provide 1600 immediate access to interpreters 1571 for over one-hundred and seventy-five (175) 1601 languages through the use of Language 1572 Line service, or a similar service. 1573 1602 C. Website 1574 1603 Contractor shall maintain and publicize an up-to-date website whereby Customers 1575 1604 can conduct business with Contractor in both English and Spanish. Contractor is 1576 1605 required to update the website monthly, and more frequently if necessary. At a 1577 1606 minimum, the website shall: 1578 1607 1. Allow Customers to view and pay Bills issued by Contractor, as required in 1579 1608 Section 7.01; 1580 1609 2. Allow Customers to schedule services Including On-Call Service events, On-On- 1610 Call 1581 Bulky Item Collections, extra Collections, service changes, temporary Drop 1611 Box 1582 service, service terminations, and service stops; 1583 1612 3. Provide answers to frequently asked questions Including: proper Container set- 1584 1613 out instructions; list of acceptable Recyclable and Organic Materials; Collection 1585 1614 Days (in response to Customer input of service address); Billing issues, 1586 1615 Customer service telephone and e-mail contact information; and the 1616 Designated 1587 Transfer and Processing Site hours, directions, and acceptable 1617 materials; 1618 4. Provide complete list of Agency-approved Rates and Charges for all 1619 Customers; 1620 5. Allow Customers to file Complaints and receive from Contractor e-mail 1621 responses to Complaints;
Appears in 1 contract
Samples: Franchise Agreement
Review of Xxxxxxxx. Contractor shall review its Xxxxxxxx to Customers, issued 1488 1517 pursuant to Section 7.01.A. The purpose of the review is to determine that the 1518 amount 1489 which Contractor is Billing each Customer is correct in terms of the level of 1519 service 1490 (i.e., frequency of Collection, size of Container, location of Container) being 1520 provided 1491 to such Customer by Contractor. Contractor shall review Customer 1521 accounts not less 1492 than once every three (3) calendar years for each Commercial, 1522 Multi-Family Dwelling, 1493 and SFD Customer, unless Agency directs Contractor to do 1523 so more frequently. 1494 Contractor shall submit to Agency a written report of the status 1524 of its review annually 1495 no later than forty-five (45) Days after the end of each 1525 calendar year. The intent of 1496 this Section is for Agency to receive reports on an 1526 annual basis for one-third (1/3) of 1497 all Customer accounts, and for all Customer 1527 accounts to be reviewed every third year 1498 of the Agreement. The scope of the 1528 review and the reviewer's work plan shall be 1499 submitted to Agency for approval no 1529 later than six (6) months before the submission 1500 of the first report. 1501 1530 F. Agency or SBWMA Billing Review. Contractor acknowledges that Agency or 1502 1531 SBWMA may perform, or cause to be performed, Billing reviews periodically. 1503 1532 Contractor agrees to participate and cooperate with SBWMA and Agency and its 1504 1533 agents to accomplish these reviews and conduct any data collection and report 1505 1534 preparation that may be requested. The Contractor’s full cooperation with these 1506 1535 reviews may include, but is not limited to: (i) allowing Agency or SBWMA staff or 1507 1536 consultants to ride along with drivers in Collection vehicles during daily Collection 1508 1537 operations; (ii) providing for interviews of personnel at all levels, with or without 1509 1538 management oversight; (iii) providing reporting related to franchised operations 1510 1539 available through Contractor’s automated systems; and, (iv) adjusting routing, public 1511 1540 information, outreach, or program availability based upon the recommendations of 1512 1541 the audit, if approved by the SBWMA or Agency. 1513 X. Xxxxxxx 1542 G. Privacy of Customer Information. Contractor shall not distribute or sell Customer, 1514 1543 Owner, or Occupant information such as names, addresses, and telephone 1544 numbers 1515 to other Persons with the exception of distribution to the Agency, SBWMA, 1545 or its 1516 agents for reporting and contract compliance purposes and distribution to 1517 1546 Contractor’s Billing agent (if Contractor uses a Related Party Entity or Subcontractor 1518 1547 for Billing purposes). 1519 1548 7.02 CUSTOMER SERVICE 1520 SERVICE 1549 Contractor is responsible for ensuring that all staff and Customer service representatives 1521 1550 (CSR) maintain a professional and courteous demeanor when in contact with Agency, 1522 1551 SBWMA, and the public. Contractor shall be responsible for all employee interactions 1552 with 1523 Customers, SBWMA, and Agency staff. Contractor is required to ensure that its 1524 1553 Customers are consistently treated courteously and are presented with timely, 1554 responsive, 1525 and thorough solutions to problems and requests for information. Contractor 1555 shall meet 1526 monthly to discuss compliance with the Customer service standards 1556 described herein if 1527 requested by Agency. 1528 1557 A. Local Office 1529 1558 Contractor shall operate a local office at the Shoreway Environmental Center, 1559 located 1530 at 000 Xxxxxxxx Xxxx, Xxx Xxxxxx. If office space at Shoreway 1560 Environmental 1531 Center becomes unavailable for the Contractor’s use, Contractor 1561 shall establish a 1532 local office in the SBWMA Service Area. Such a change shall be 1562 considered an 1533 Agency-directed change in scope and handled in accordance with 1563 provisions in 1534 Section 15.12. Contractor’s office hours shall be, at a minimum, from 1564 8:00 a.m. to 1535 5:00 p.m., Monday through Friday, exclusive of Holidays specified in 1565 Attachment A 1536 for the local office. Contractor shall be responsible for ensuring that a 1566 qualified 1537 representative is available at a local office within the SBWMA Service Area 1567 during 1538 office hours to communicate with the public and accept Bill Xxxx payments from 1539 1568 Customers. Contractor shall offer bi-lingual Customer service at the local office by 1540 1569 employing CSRs with English and Spanish language capabilities. The local office 1541 1570 and Customer service telephone number(s) shall either be a local or toll free call. 1542 1571 Contractor's telephone system shall adequately handle the volume of calls typically 1543 1572 experienced on the busiest days. Contractor shall have a company representative, 1544 1573 an answering service, or voice-mail system available for calls received during non- 1545 1574 business hours and Holidays specified in Attachment A for the local office. 1546 1575 Contractor shall employ sufficient Customer service staff and management 1576 practices 1547 to ensure that the Average Speed of Answer is equal to or less than thirty 1577 (30) 1548 seconds and the maximum Hold Time is ninety (90) seconds or less. 1549 1578 Contractor shall be required to track all informational requests so that appropriate 1550 1579 public outreach materials can be designed to target commonly asked questions. 1551 1580 Contractor shall be responsible for promoting use of the Contractor’s website for 1552 1581 scheduling of On-Call Collection Service events and obtaining answers related to 1553 1582 common informational requests through: (i) public education and promotion 1554 1583 materials; and, (ii) a recorded message Customers will hear while on-hold with the 1555 1584 Customer service department. 1556 1585 Contractor shall maintain and publicize an e-mail address whereby Customers can 1557 1586 communicate with the Contractor’s Customer service staff. Contractor shall monitor 1558 1587 the email at least once per Business Day, and ensure that a twenty-four (24) hour 1559 1588 response time is maintained. 1560 1589 B. Customer Service Call Center and Staffing 1561 1590 Contractor is required to operate a Customer service call center that will serve as 1591 the 1562 primary telephone point of contact and information for all services. The 1592 Customer 1563 service call center hotline is required to be staffed live during regular 1593 business hours 1564 (i.e., Monday through Friday 8:00 a.m. to 5:00 p.m.) by sixteen (16) 1594 Customer service 1565 representatives (includes one (1) receptionist who performs 1595 Customer service 1566 activities). In addition, the Customer service call center shall offer 1596 multi-lingual 1567 Customer service by employing a minimum of two (2) bilingual 1597 Customer service 1568 representatives with English and Spanish language capabilities, 1598 and contracting with 1569 a service to provide bilingual capacity for other languages 1599 including Cantonese, 1570 Mandarin, and Vietnamese. Contractor shall provide 1600 immediate access to interpreters 1571 for over one-hundred and seventy-five (175) 1601 languages through the use of Language 1572 Line service, or a similar service. 1573 1602 C. Website 1574 1603 Contractor shall maintain and publicize an up-to-date website whereby Customers 1575 1604 can conduct business with Contractor in both English and Spanish. Contractor is 1576 1605 required to update the website monthly, and more frequently if necessary. At a 1577 1606 minimum, the website shall: 1578 1607 1. Allow Customers to view and pay Bills issued by Contractor, as required in 1579 1608 Section 7.01; 1580 1609 2. Allow Customers to schedule services Including On-Call Service events, On-On- 1610 Call 1581 Bulky Item Collections, extra Collections, service changes, temporary Drop 1611 Box 1582 service, service terminations, and service stops; 1583 1612 3. Provide answers to frequently asked questions Including: proper Container set- 1584 1613 out instructions; list of acceptable Recyclable and Organic Materials; Collection 1585 1614 Days (in response to Customer input of service address); Billing issues, 1586 1615 Customer service telephone and e-mail contact information; and the 1616 Designated 1587 Transfer and Processing Site hours, directions, and acceptable 1617 materials; 1618 4. Provide complete list of Agency-approved Rates and Charges for all 1619 Customers; 1620 5. Allow Customers to file Complaints and receive from Contractor e-mail 1621 responses to Complaints;
Appears in 1 contract
Samples: Franchise Agreement
Review of Xxxxxxxx. Contractor shall review its Xxxxxxxx to Customers, issued 1488 1491 pursuant to Section 7.01.A. The purpose of the review is to determine that the amount 1489 1492 which Contractor is Billing each Customer is correct in terms of the level of service 1490 1493 (i.e., frequency of Collection, size of Container, location of Container) being provided 1491 1494 to such Customer by Contractor. Contractor shall review Customer accounts not less 1492 1495 than once every three (3) calendar years for each Commercial, Multi-Family Dwelling, 1493 1496 and SFD Customer, unless Agency directs Contractor to do so more frequently. 1494 1497 Contractor shall submit to Agency a written report of the status of its review annually 1495 1498 no later than forty-five (45) Days after the end of each calendar year. The intent of 1496 1499 this Section is for Agency to receive reports on an annual basis for one-third (1/3) of 1497 1500 all Customer accounts, and for all Customer accounts to be reviewed every third year 1498 1501 of the Agreement. The scope of the review and the reviewer's work plan shall be 1499 1502 submitted to Agency for approval no later than six (6) months before the submission 1500 1503 of the first report. 1501 1504 F. Agency or SBWMA Billing Review. Contractor acknowledges that Agency or 1502 1505 SBWMA may perform, or cause to be performed, Billing reviews periodically. 1503 1506 Contractor agrees to participate and cooperate with SBWMA and Agency and its 1504 Franchise Agreement for Collection Services with Recology San Mateo County Page 38 of 120 Model Agreement for Adaptation by Member Agencies 1507 agents to accomplish these reviews and conduct any data collection and report 1505 1508 preparation that may be requested. The Contractor’s full cooperation with these 1506 1509 reviews may include, but is not limited to: (i) allowing Agency or SBWMA staff or 1507 1510 consultants to ride along with drivers in Collection vehicles during daily Collection 1508 1511 operations; (ii) providing for interviews of personnel at all levels, with or without 1509 1512 management oversight; (iii) providing reporting related to franchised operations 1510 1513 available through Contractor’s automated systems; and, (iv) adjusting routing, public 1511 1514 information, outreach, or program availability based upon the recommendations of 1512 1515 the audit, if approved by the SBWMA or Agency. 1513 X. Xxxxxxx 1516 G. Privacy of Customer Information. Contractor shall not distribute or sell Customer, 1514 1517 Owner, or Occupant information such as names, addresses, and telephone numbers 1515 1518 to other Persons with the exception of distribution to the Agency, SBWMA, or its 1516 1519 agents for reporting and contract compliance purposes and distribution to 1517 1520 Contractor’s Billing agent (if Contractor uses a Related Party Entity or Subcontractor 1518 1521 for Billing purposes). 1519 1522 7.02 CUSTOMER SERVICE 1520 SERVICE 1523 Contractor is responsible for ensuring that all staff and Customer service representatives 1521 1524 (CSR) maintain a professional and courteous demeanor when in contact with Agency, 1522 1525 SBWMA, and the public. Contractor shall be responsible for all employee interactions with 1523 1526 Customers, SBWMA, and Agency staff. Contractor is required to ensure that its 1524 1527 Customers are consistently treated courteously and are presented with timely, responsive, 1525 1528 and thorough solutions to problems and requests for information. Contractor shall meet 1526 1529 monthly to discuss compliance with the Customer service standards described herein if 1527 1530 requested by Agency. 1528 1531 A. Local Office 1529 1532 Contractor shall operate a local office at the Shoreway Environmental Center, located 1530 1533 at 000 Xxxxxxxx Xxxx, Xxx Xxxxxx. If office space at Shoreway Environmental 1531 1534 Center becomes unavailable for the Contractor’s use, Contractor shall establish a 1532 1535 local office in the SBWMA Service Area. Such a change shall be considered an 1533 1536 Agency-directed change in scope and handled in accordance with provisions in 1534 1537 Section 15.12. Contractor’s office hours shall be, at a minimum, from 8:00 a.m. to 1535 1538 5:00 p.m., Monday through Friday, exclusive of Holidays specified in Attachment A 1536 1539 for the local office. Contractor shall be responsible for ensuring that a qualified 1537 1540 representative is available at a local office within the SBWMA Service Area during 1538 1541 office hours to communicate with the public and accept Bill Xxxx payments from 1539 1542 Customers. Contractor shall offer bi-lingual Customer service at the local office by 1540 1543 employing CSRs with English and Spanish language capabilities. The local office 1541 1544 and Customer service telephone number(s) shall either be a local or toll free call. 1542 1545 Contractor's telephone system shall adequately handle the volume of calls typically 1543 1546 experienced on the busiest days. Contractor shall have a company representative, 1544 1547 an answering service, or voice-mail system available for calls received during non- 1545 1548 business hours and Holidays specified in Attachment A for the local office. 1546 1549 Contractor shall employ sufficient Customer service staff and management practices 1547 1550 to ensure that the Average Speed of Answer is equal to or less than thirty (30) 1548 1551 seconds and the maximum Hold Time is ninety (90) seconds or less. 1549 Franchise Agreement for Collection Services with Recology San Mateo County Page 39 of 120 Model Agreement for Adaptation by Member Agencies 1552 Contractor shall be required to track all informational requests so that appropriate 1550 1553 public outreach materials can be designed to target commonly asked questions. 1551 1554 Contractor shall be responsible for promoting use of the Contractor’s website for 1552 1555 scheduling of On-Call Collection Service events and obtaining answers related to 1553 1556 common informational requests through: (i) public education and promotion 1554 1557 materials; and, (ii) a recorded message Customers will hear while on-hold with the 1555 1558 Customer service department. 1556 1559 Contractor shall maintain and publicize an e-mail address whereby Customers can 1557 1560 communicate with the Contractor’s Customer service staff. Contractor shall monitor 1558 1561 the email at least once per Business Day, and ensure that a twenty-four (24) hour 1559 1562 response time is maintained. 1560 1563 B. Customer Service Call Center and Staffing 1561 1564 Contractor is required to operate a Customer service call center that will serve as the 1562 1565 primary telephone point of contact and information for all services. The Customer 1563 1566 service call center hotline is required to be staffed live during regular business hours 1564 1567 (i.e., Monday through Friday 8:00 a.m. to 5:00 p.m.) by sixteen (16) Customer service 1565 1568 representatives (includes one (1) receptionist who performs Customer service 1566 1569 activities). In addition, the Customer service call center shall offer multi-lingual 1567 1570 Customer service by employing a minimum of two (2) bilingual Customer service 1568 1571 representatives with English and Spanish language capabilities, and contracting with 1569 1572 a service to provide bilingual capacity for other languages including Cantonese, 1570 1573 Mandarin, and Vietnamese. Contractor shall provide immediate access to interpreters 1571 1574 for over one-hundred and seventy-five (175) languages through the use of Language 1572 1575 Line service, or a similar service. 1573 1576 C. Website 1574 1577 Contractor shall maintain and publicize an up-to-date website whereby Customers 1575 1578 can conduct business with Contractor in both English and Spanish. Contractor is 1576 1579 required to update the website monthly, and more frequently if necessary. At a 1577 1580 minimum, the website shall: 1578 1581 1. Allow Customers to view and pay Bills issued by Contractor, as required in 1579 1582 Section 7.01; 1580 1583 2. Allow Customers to schedule services Including On-Call Service events, On-Call 1581 1584 Bulky Item Collections, extra Collections, service changes, temporary Drop Box 1582 1585 service, service terminations, and service stops; 1583 1586 3. Provide answers to frequently asked questions Including: proper Container set- 1584 1587 out instructions; list of acceptable Recyclable and Organic Materials; Collection 1585 1588 Days (in response to Customer input of service address); Billing issues, 1586 1589 Customer service telephone and e-mail contact information; and the Designated 1587 1590 Transfer and Processing Site hours, directions, and acceptable materials; 1591 4. Provide complete list of Agency-approved Rates and Charges for all Customers; 1592 5. Allow Customers to file Complaints and receive from Contractor e-mail 1593 responses to Complaints;
Appears in 1 contract
Samples: Franchise Agreement
Review of Xxxxxxxx. Contractor shall review its Xxxxxxxx to Customers, issued 1488 pursuant to Section 7.01.A. The purpose of the review is to determine that the amount 1489 which Contractor is Billing each Customer is correct in terms of the level of service 1490 (i.e., frequency of Collection, size of Container, location of Container) being provided 1491 to such Customer by Contractor. Contractor shall review Customer accounts not less 1492 than once every three (3) calendar years for each Commercial, Multi-Family Dwelling, 1493 and SFD Customer, unless Agency directs Contractor to do so more frequently. 1494 Contractor shall submit to Agency a written report of the status of its review annually 1495 no later than forty-five (45) Days after the end of each calendar year. The intent of 1496 this Section is for Agency to receive reports on an annual basis for one-third (1/3) of 1497 all Customer accounts, and for all Customer accounts to be reviewed every third year 1498 of the Agreement. The scope of the review and the reviewer's work plan shall be 1499 submitted to Agency for approval no later than six (6) months before the submission 1500 of the first report. 1501 F. Agency or SBWMA Billing Review. Contractor acknowledges that Agency or 1502 SBWMA may perform, or cause to be performed, Billing reviews periodically. 1503 Contractor agrees to participate and cooperate with SBWMA and Agency and its 1504 agents to accomplish these reviews and conduct any data collection and report 1505 preparation that may be requested. The Contractor’s full cooperation with these 1506 reviews may include, but is not limited to: (i) allowing Agency or SBWMA staff or 1507 consultants to ride along with drivers in Collection vehicles during daily Collection 1508 operations; (ii) providing for interviews of personnel at all levels, with or without 1509 management oversight; (iii) providing reporting related to franchised operations 1510 available through Contractor’s automated systems; and, (iv) adjusting routing, public 1511 information, outreach, or program availability based upon the recommendations of 1512 the audit, if approved by the SBWMA or Agency. 1513 X. Xxxxxxx G. Privacy of Customer Information. Contractor shall not distribute or sell Customer, 1514 Owner, or Occupant information such as names, addresses, and telephone numbers 1515 to other Persons with the exception of distribution to the Agency, SBWMA, or its 1516 agents for reporting and contract compliance purposes and distribution to 1517 Contractor’s Billing agent (if Contractor uses a Related Party Entity or Subcontractor 1518 for Billing purposes). 1519 7.02 CUSTOMER SERVICE 1520 Contractor is responsible for ensuring that all staff and Customer service representatives 1521 (CSR) maintain a professional and courteous demeanor when in contact with Agency, 1522 SBWMA, and the public. Contractor shall be responsible for all employee interactions with 1523 Customers, SBWMA, and Agency staff. Contractor is required to ensure that its 1524 Customers are consistently treated courteously and are presented with timely, responsive, 1525 and thorough solutions to problems and requests for information. Contractor shall meet 1526 monthly to discuss compliance with the Customer service standards described herein if 1527 requested by Agency. 1528 A. Local Office 1529 Contractor shall operate a local office at the Shoreway Environmental Center, located 1530 at 000 Xxxxxxxx Xxxx, Xxx Xxxxxx. If office space at Shoreway Environmental 1531 Center becomes unavailable for the Contractor’s use, Contractor shall establish a 1532 local office in the SBWMA Service Area. Such a change shall be considered an 1533 Agency-directed change in scope and handled in accordance with provisions in 1534 Section 15.12. Contractor’s office hours shall be, at a minimum, from 8:00 a.m. to 1535 5:00 p.m., Monday through Friday, exclusive of Holidays specified in Attachment A 1536 for the local office. Contractor shall be responsible for ensuring that a qualified 1537 representative is available at a local office within the SBWMA Service Area during 1538 office hours to communicate with the public and accept Bill Xxxx payments from 1539 Customers. Contractor shall offer bi-lingual Customer service at the local office by 1540 employing CSRs with English and Spanish language capabilities. The local office 1541 and Customer service telephone number(s) shall either be a local or toll free call. 1542 Contractor's telephone system shall adequately handle the volume of calls typically 1543 experienced on the busiest days. Contractor shall have a company representative, 1544 an answering service, or voice-mail system available for calls received during non- 1545 business hours and Holidays specified in Attachment A for the local office. 1546 Contractor shall employ sufficient Customer service staff and management practices 1547 to ensure that the Average Speed of Answer is equal to or less than thirty (30) 1548 seconds and the maximum Hold Time is ninety (90) seconds or less. 1549 Contractor shall be required to track all informational requests so that appropriate 1550 public outreach materials can be designed to target commonly asked questions. 1551 Contractor shall be responsible for promoting use of the Contractor’s website for 1552 scheduling of On-Call Collection Service events and obtaining answers related to 1553 common informational requests through: (i) public education and promotion 1554 materials; and, (ii) a recorded message Customers will hear while on-hold with the 1555 Customer service department. 1556 Contractor shall maintain and publicize an e-mail address whereby Customers can 1557 communicate with the Contractor’s Customer service staff. Contractor shall monitor 1558 the email at least once per Business Day, and ensure that a twenty-four (24) hour 1559 response time is maintained. 1560 B. Customer Service Call Center and Staffing 1561 Contractor is required to operate a Customer service call center that will serve as the 1562 primary telephone point of contact and information for all services. The Customer 1563 service call center hotline is required to be staffed live during regular business hours 1564 (i.e., Monday through Friday 8:00 a.m. to 5:00 p.m.) by sixteen (16) Customer service 1565 representatives (includes one (1) receptionist who performs Customer service 1566 activities). In addition, the Customer service call center shall offer multi-lingual 1567 Customer service by employing a minimum of two (2) bilingual Customer service 1568 representatives with English and Spanish language capabilities, and contracting with 1569 a service to provide bilingual capacity for other languages including Cantonese, 1570 Mandarin, and Vietnamese. Contractor shall provide immediate access to interpreters 1571 for over one-hundred and seventy-five (175) languages through the use of Language 1572 Line service, or a similar service. 1573 C. Website 1574 Contractor shall maintain and publicize an up-to-date website whereby Customers 1575 can conduct business with Contractor in both English and Spanish. Contractor is 1576 required to update the website monthly, and more frequently if necessary. At a 1577 minimum, the website shall: 1578 1. Allow Customers to view and pay Bills issued by Contractor, as required in 1579 Section 7.01; 1580 2. Allow Customers to schedule services Including On-Call Service events, On-Call 1581 Bulky Item Collections, extra Collections, service changes, temporary Drop Box 1582 service, service terminations, and service stops; 1583 3. Provide answers to frequently asked questions Including: proper Container set- 1584 out instructions; list of acceptable Recyclable and Organic Materials; Collection 1585 Days (in response to Customer input of service address); Billing issues, 1586 Customer service telephone and e-mail contact information; and the Designated 1587 Transfer and Processing Site hours, directions, and acceptable materials;
Appears in 1 contract
Samples: Franchise Agreement
