Common use of Review of Xxxxxxxx Clause in Contracts

Review of Xxxxxxxx. Contractor shall review its Xxxxxxxx to Customers, issued 1491 pursuant to Section 7.01.A. The purpose of the review is to determine that the amount 1492 which Contractor is Billing each Customer is correct in terms of the level of service 1493 (i.e., frequency of Collection, size of Container, location of Container) being provided 1494 to such Customer by Contractor. Contractor shall review Customer accounts not less 1495 than once every three (3) calendar years for each Commercial, Multi-Family Dwelling, 1496 and SFD Customer, unless Agency directs Contractor to do so more frequently. 1497 Contractor shall submit to Agency a written report of the status of its review annually 1498 no later than forty-five (45) Days after the end of each calendar year. The intent of 1499 this Section is for Agency to receive reports on an annual basis for one-third (1/3) of 1500 all Customer accounts, and for all Customer accounts to be reviewed every third year 1501 of the Agreement. The scope of the review and the reviewer's work plan shall be 1502 submitted to Agency for approval no later than six (6) months before the submission 1503 of the first report. 1504 F. Agency or SBWMA Billing Review. Contractor acknowledges that Agency or 1505 SBWMA may perform, or cause to be performed, Billing reviews periodically. 1506 Contractor agrees to participate and cooperate with SBWMA and Agency and its Franchise Agreement for Collection Services with Recology San Mateo County Page 38 of 120 1507 agents to accomplish these reviews and conduct any data collection and report 1508 preparation that may be requested. The Contractor’s full cooperation with these 1509 reviews may include, but is not limited to: (i) allowing Agency or SBWMA staff or 1510 consultants to ride along with drivers in Collection vehicles during daily Collection 1511 operations; (ii) providing for interviews of personnel at all levels, with or without 1512 management oversight; (iii) providing reporting related to franchised operations 1513 available through Contractor’s automated systems; and, (iv) adjusting routing, public 1514 information, outreach, or program availability based upon the recommendations of 1515 the audit, if approved by the SBWMA or Agency. 1516 G. Privacy of Customer Information. Contractor shall not distribute or sell Customer, 1517 Owner, or Occupant information such as names, addresses, and telephone numbers 1518 to other Persons with the exception of distribution to the Agency, SBWMA, or its 1519 agents for reporting and contract compliance purposes and distribution to 1520 Contractor’s Billing agent (if Contractor uses a Related Party Entity or Subcontractor 1521 for Billing purposes). 1522 7.02 CUSTOMER SERVICE‌ 1523 Contractor is responsible for ensuring that all staff and Customer service representatives 1524 (CSR) maintain a professional and courteous demeanor when in contact with Agency, 1525 SBWMA, and the public. Contractor shall be responsible for all employee interactions with 1526 Customers, SBWMA, and Agency staff. Contractor is required to ensure that its 1527 Customers are consistently treated courteously and are presented with timely, responsive, 1528 and thorough solutions to problems and requests for information. Contractor shall meet 1529 monthly to discuss compliance with the Customer service standards described herein if 1530 requested by Agency. 1531 A. Local Office 1532 Contractor shall operate a local office at the Shoreway Environmental Center, located 1533 at 000 Xxxxxxxx Xxxx, Xxx Xxxxxx. If office space at Shoreway Environmental 1534 Center becomes unavailable for the Contractor’s use, Contractor shall establish a 1535 local office in the SBWMA Service Area. Such a change shall be considered an 1536 Agency-directed change in scope and handled in accordance with provisions in 1537 Section 15.12. Contractor’s office hours shall be, at a minimum, from 8:00 a.m. to 1538 5:00 p.m., Monday through Friday, exclusive of Holidays specified in Attachment A 1539 for the local office. Contractor shall be responsible for ensuring that a qualified 1540 representative is available at a local office within the SBWMA Service Area during 1541 office hours to communicate with the public and accept Xxxx payments from 1542 Customers. Contractor shall offer bi-lingual Customer service at the local office by 1543 employing CSRs with English and Spanish language capabilities. The local office 1544 and Customer service telephone number(s) shall either be a local or toll free call. 1545 Contractor's telephone system shall adequately handle the volume of calls typically 1546 experienced on the busiest days. Contractor shall have a company representative, 1547 an answering service, or voice-mail system available for calls received during non- 1548 business hours and Holidays specified in Attachment A for the local office. 1549 Contractor shall employ sufficient Customer service staff and management practices 1550 to ensure that the Average Speed of Answer is equal to or less than thirty (30) 1551 seconds and the maximum Hold Time is ninety (90) seconds or less. Franchise Agreement for Collection Services with Recology San Mateo County Page 39 of 120 1552 Contractor shall be required to track all informational requests so that appropriate 1553 public outreach materials can be designed to target commonly asked questions. 1554 Contractor shall be responsible for promoting use of the Contractor’s website for 1555 scheduling of On-Call Collection Service events and obtaining answers related to 1556 common informational requests through: (i) public education and promotion 1557 materials; and, (ii) a recorded message Customers will hear while on-hold with the 1558 Customer service department. 1559 Contractor shall maintain and publicize an e-mail address whereby Customers can 1560 communicate with the Contractor’s Customer service staff. Contractor shall monitor 1561 the email at least once per Business Day, and ensure that a twenty-four (24) hour 1562 response time is maintained. 1563 B. Customer Service Call Center and Staffing 1564 Contractor is required to operate a Customer service call center that will serve as the 1565 primary telephone point of contact and information for all services. The Customer 1566 service call center hotline is required to be staffed live during regular business hours 1567 (i.e., Monday through Friday 8:00 a.m. to 5:00 p.m.) by sixteen (16) Customer service 1568 representatives (includes one (1) receptionist who performs Customer service 1569 activities). In addition, the Customer service call center shall offer multi-lingual 1570 Customer service by employing a minimum of two (2) bilingual Customer service 1571 representatives with English and Spanish language capabilities, and contracting with 1572 a service to provide bilingual capacity for other languages including Cantonese, 1573 Mandarin, and Vietnamese. Contractor shall provide immediate access to interpreters 1574 for over one-hundred and seventy-five (175) languages through the use of Language 1575 Line service, or a similar service. 1576 C. Website 1577 Contractor shall maintain and publicize an up-to-date website whereby Customers 1578 can conduct business with Contractor in both English and Spanish. Contractor is 1579 required to update the website monthly, and more frequently if necessary. At a 1580 minimum, the website shall: 1581 1. Allow Customers to view and pay Bills issued by Contractor, as required in 1582 Section 7.01; 1583 2. Allow Customers to schedule services Including On-Call Service events, On-Call 1584 Bulky Item Collections, extra Collections, service changes, temporary Drop Box 1585 service, service terminations, and service stops; 1586 3. Provide answers to frequently asked questions Including: proper Container set- 1587 out instructions; list of acceptable Recyclable and Organic Materials; Collection 1588 Days (in response to Customer input of service address); Billing issues, 1589 Customer service telephone and e-mail contact information; and the Designated 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; 1594 6. Provide a link to enable Customers to email Contractor; and, Franchise Agreement for Collection Services with Recology San Mateo County Page 40 of 120 1595 7. Maintain and produce visitor logs and reporting including website and individual 1596 page visitation, number of web-based Xxxx payments per month, number of 1597 website-submitted Complaints per month, and individual and summary 1598 Customer Complaint and resolution reporting. 1599 D. Customer Information System Requirements 1600 Contractor is required to use a Customer information system with software 1601 applications capable of documenting all correspondence and conversations, 1602 pertaining to the services specified herein, between Contractor, Customers, 1603 Occupants, Agency, and SBWMA. The system shall include, at a minimum, the 1604 following data fields: 1605 1. Date and time of Customer correspondence or contact with Contractor (e.g., 1606 phone call, email) 1607 2. Date and time response was provided 1608 3. Date and time resolution was provided 1609 4. Customer’s name and contact information (multiple phone numbers and email 1610 addresses) 1611 5. Account address 1612 6. Service address 1613 7. Occupant address 1614 8. Service location information including: 1615 a. Number of units 1616 b. Number, size, and type of Solid Waste, Organic Materials, and Targeted 1617 Recyclable Materials Containers 1618 c. Collection Service Day 1619 d. Route number 1620 e. Backyard service status 1621 f. Special Handling Service status 1622 g. Bulky Item Collection history (e.g., number of annual services performed, 1623 date requested, date provided) 1624 9. Service issue, Complaint, or Inquiry 1625 10. Time frame stipulated for Contractor to resolve issue 1626 11. Description of Contractor’s resolution of service issue or Complaint, or response 1627 to Inquiry 1628 12. Date and time that Contractor’s resolution took place 1629 13. CSR or Contractor’s employee identification code of employee inputting the 1630 Complaint or Inquiry 1631 14. CSR or Contractor’s employee identification code of employee inputting the 1632 resolution 1633 The system shall be capable of: 1634 1635 1. Providing real-time access to complete Customer contact history from the 1636 commencement of service in 2011; Franchise Agreement for Collection Services with Recology San Mateo County Page 41 of 120 1637 2. Providing Agency and SBWMA the capacity to submit work orders (e.g., 1638 specifying the Inquiry, Complaint, or request for service) electronically directly to 1639 Contractor using Contractor’s web-based software; 1640 3. Documenting non-Collection events including problem description and 1641 resolution; 1642 4. Tracking non-Collection events necessary to fulfill the requirements in Section 1643 8.02(F); and, 1644 5. Fulfilling Customer service reporting requirements as specified in Article 9. 1645 E. Monthly Meetings with Agency. If requested, Contractor shall meet monthly with 1646 Agency to discuss compliance with the Customer service standards specified in this 1647 Section 7.02, Attachment I (Performance Incentives and Disincentives), and 1648 Attachment J (Liquidated Damages). 1649 F. Quality Assurance Program. Each month Contractor’s Customer service 1650 representatives shall contact by telephone a minimum of two hundred (200) 1651 Customers within the SBWMA Service Area to inquire about the quality of their 1652 Customer service experience when interacting with the Contractor’s Customer 1653 service center. The Customers contacted shall be (i) representative of different 1654 Service Sectors, (ii) distributed among Member Agencies, and (iii) selected from 1655 among Customers that have recently contacted the Contractor via phone and spoke 1656 live with a Customer service representative. The Customers contacted each day shall 1657 be randomly selected from the pool of Customers that contacted the Contractor the 1658 prior Business Day and such calls shall be evenly distributed (e.g., approximately 12 1659 to 13 calls per Business Day) throughout the month with some exceptions as follows: 1660 calls will be made during non-peak call volume days (i.e., 2nd, 3rd, and 4th weeks after 1661 billing); and no calls will be made immediately after a holiday. When placing the calls, 1662 the Contractor will use a standardized survey that will be completed during the phone 1663 interview of the Customer. If a message is left with the Customer, the message left 1664 by the Contractor shall direct the Customer to complete an online survey. Both survey 1665 instruments (for phone interviews and online survey) shall have similar questions and 1666 be subject to approval by the SBWMA. Contractor employees placing the calls shall 1667 not be the same employee that spoke to the Customer the prior Business Day; 1668 Contractor employees shall be calling Customers that another employee spoke to the 1669 prior Business Day. Customer service representatives shall ask about (i) Customers’ 1670 satisfaction with Solid Waste, Recyclable Materials, Organic Materials, and Bulky 1671 Item Collection services, (ii) Customers’ satisfaction of the Customer service 1672 experience when interacting with the Contractor’s Customer service department, 1673 and, (iii) Customer’s suggestions for opportunities to improve service. The quality 1674 assurance program reporting requirements are specified in subsection 9.05.G. 1675 G. Preprogrammed Call Transfer. Contractor shall maintain the ability to provide 1676 preprogrammed call transfer service to Agency. With this communications feature in 1677 place, when a Customer calls Contractor about an issue or concern that pertains to 1678 Agency but is not related to Collection services provided by Contractor, Contractor 1679 shall immediately transfer the phone call to the offices of Agency through a dedicated 1680 telephone line designated by Agency. The call transfer shall be seamless, and appear 1681 to the Customer as if Contractor were transferring the call internally. Franchise Agreement for Collection Services with Recology San Mateo County Page 42 of 120 1682 H. Customer Service Operations Plan. Contractor shall annually submit its Customer 1683 service operations plan. The Customer service operations plan shall describe how 1684 Contractor uses its customer relationship management system, linked to on-board 1685 GPS tracking system, to share real-time information between Customers, drivers, 1686 customer service representatives, managers, and SBWMA and Agency staff. The 1687 plan will provide details on how Contractor automatically detects and records 1688 information on each Customer pickup, real-time transmission of service extras, 1689 blocked cars, safety notes, and exceptions to service. 1690 7.03 PUBLIC EDUCATION AND PROMOTION‌ 1691 Contractor and Agency agree that all public education activities will be a collaborative 1692 effort among the SBWMA, Agency, and Contractor. Contractor shall be responsible for 1693 ensuring that its Customers consistently receive a high level of service and 1694 responsiveness.

Review of Xxxxxxxx. Contractor shall review its Xxxxxxxx to Customers, issued 1491 1517 pursuant to Section 7.01.A. The purpose of the review is to determine that the 1518 amount 1492 which Contractor is Billing each Customer is correct in terms of the level of 1519 service 1493 (i.e., frequency of Collection, size of Container, location of Container) being 1520 provided 1494 to such Customer by Contractor. Contractor shall review Customer 1521 accounts not less 1495 than once every three (3) calendar years for each Commercial, 1522 Multi-Family Dwelling, 1496 and SFD Customer, unless Agency directs Contractor to do 1523 so more frequently. 1497 Contractor shall submit to Agency a written report of the status 1524 of its review annually 1498 no later than forty-five (45) Days after the end of each 1525 calendar year. The intent of 1499 this Section is for Agency to receive reports on an 1526 annual basis for one-third (1/3) of 1500 all Customer accounts, and for all Customer 1527 accounts to be reviewed every third year 1501 of the Agreement. The scope of the 1528 review and the reviewer's work plan shall be 1502 submitted to Agency for approval no 1529 later than six (6) months before the submission 1503 of the first report. 1504 1530 F. Agency or SBWMA Billing Review. Contractor acknowledges that Agency or 1505 1531 SBWMA may perform, or cause to be performed, Billing reviews periodically. 1506 1532 Contractor agrees to participate and cooperate with SBWMA and Agency and its Franchise Agreement for Collection Services with Recology San Mateo County Page 38 of 120 1507 1533 agents to accomplish these reviews and conduct any data collection and report 1508 1534 preparation that may be requested. The Contractor’s full cooperation with these 1509 1535 reviews may include, but is not limited to: (i) allowing Agency or SBWMA staff or 1510 1536 consultants to ride along with drivers in Collection vehicles during daily Collection 1511 1537 operations; (ii) providing for interviews of personnel at all levels, with or without 1512 1538 management oversight; (iii) providing reporting related to franchised operations 1513 1539 available through Contractor’s automated systems; and, (iv) adjusting routing, public 1514 1540 information, outreach, or program availability based upon the recommendations of 1515 1541 the audit, if approved by the SBWMA or Agency. 1516 1542 G. Privacy of Customer Information. Contractor shall not distribute or sell Customer, 1517 1543 Owner, or Occupant information such as names, addresses, and telephone 1544 numbers 1518 to other Persons with the exception of distribution to the Agency, SBWMA, 1545 or its 1519 agents for reporting and contract compliance purposes and distribution to 1520 1546 Contractor’s Billing agent (if Contractor uses a Related Party Entity or Subcontractor 1521 1547 for Billing purposes). 1522 1548 7.02 CUSTOMER SERVICE‌ 1523 1549 Contractor is responsible for ensuring that all staff and Customer service representatives 1524 1550 (CSR) maintain a professional and courteous demeanor when in contact with Agency, 1525 1551 SBWMA, and the public. Contractor shall be responsible for all employee interactions 1552 with 1526 Customers, SBWMA, and Agency staff. Contractor is required to ensure that its 1527 1553 Customers are consistently treated courteously and are presented with timely, 1554 responsive, 1528 and thorough solutions to problems and requests for information. Contractor 1555 shall meet 1529 monthly to discuss compliance with the Customer service standards 1556 described herein if 1530 requested by Agency. 1531 1557 A. Local Office 1532 1558 Contractor shall operate a local office at the Shoreway Environmental Center, 1559 located 1533 at 000 Xxxxxxxx Xxxx, Xxx Xxxxxx. If office space at Shoreway 1560 Environmental 1534 Center becomes unavailable for the Contractor’s use, Contractor 1561 shall establish a 1535 local office in the SBWMA Service Area. Such a change shall be 1562 considered an 1536 Agency-directed change in scope and handled in accordance with 1563 provisions in 1537 Section 15.12. Contractor’s office hours shall be, at a minimum, from 1564 8:00 a.m. to 1538 5:00 p.m., Monday through Friday, exclusive of Holidays specified in 1565 Attachment A 1539 for the local office. Contractor shall be responsible for ensuring that a 1566 qualified 1540 representative is available at a local office within the SBWMA Service Area 1567 during 1541 office hours to communicate with the public and accept Xxxx payments from 1542 1568 Customers. Contractor shall offer bi-lingual Customer service at the local office by 1543 1569 employing CSRs with English and Spanish language capabilities. The local office 1544 1570 and Customer service telephone number(s) shall either be a local or toll free call. 1545 1571 Contractor's telephone system shall adequately handle the volume of calls typically 1546 1572 experienced on the busiest days. Contractor shall have a company representative, 1547 1573 an answering service, or voice-mail system available for calls received during non- 1548 1574 business hours and Holidays specified in Attachment A for the local office. 1549 1575 Contractor shall employ sufficient Customer service staff and management 1576 practices 1550 to ensure that the Average Speed of Answer is equal to or less than thirty 1577 (30) 1551 seconds and the maximum Hold Time is ninety (90) seconds or less. Franchise Agreement for Collection Services with Recology San Mateo County Page 39 of 120 1552 1578 Contractor shall be required to track all informational requests so that appropriate 1553 1579 public outreach materials can be designed to target commonly asked questions. 1554 1580 Contractor shall be responsible for promoting use of the Contractor’s website for 1555 1581 scheduling of On-Call Collection Service events and obtaining answers related to 1556 1582 common informational requests through: (i) public education and promotion 1557 1583 materials; and, (ii) a recorded message Customers will hear while on-hold with the 1558 1584 Customer service department. 1559 1585 Contractor shall maintain and publicize an e-mail address whereby Customers can 1560 1586 communicate with the Contractor’s Customer service staff. Contractor shall monitor 1561 1587 the email at least once per Business Day, and ensure that a twenty-four (24) hour 1562 1588 response time is maintained. 1563 1589 B. Customer Service Call Center and Staffing 1564 1590 Contractor is required to operate a Customer service call center that will serve as 1591 the 1565 primary telephone point of contact and information for all services. The 1592 Customer 1566 service call center hotline is required to be staffed live during regular 1593 business hours 1567 (i.e., Monday through Friday 8:00 a.m. to 5:00 p.m.) by sixteen (16) 1594 Customer service 1568 representatives (includes one (1) receptionist who performs 1595 Customer service 1569 activities). In addition, the Customer service call center shall offer 1596 multi-lingual 1570 Customer service by employing a minimum of two (2) bilingual 1597 Customer service 1571 representatives with English and Spanish language capabilities, 1598 and contracting with 1572 a service to provide bilingual capacity for other languages 1599 including Cantonese, 1573 Mandarin, and Vietnamese. Contractor shall provide 1600 immediate access to interpreters 1574 for over one-hundred and seventy-five (175) 1601 languages through the use of Language 1575 Line service, or a similar service. 1576 1602 C. Website 1577 1603 Contractor shall maintain and publicize an up-to-date website whereby Customers 1578 1604 can conduct business with Contractor in both English and Spanish. Contractor is 1579 1605 required to update the website monthly, and more frequently if necessary. At a 1580 1606 minimum, the website shall: 1581 1607 1. Allow Customers to view and pay Bills issued by Contractor, as required in 1582 1608 Section 7.01; 1583 1609 2. Allow Customers to schedule services Including On-Call Service events, On-On- 1610 Call 1584 Bulky Item Collections, extra Collections, service changes, temporary Drop 1611 Box 1585 service, service terminations, and service stops; 1586 1612 3. Provide answers to frequently asked questions Including: proper Container set- 1587 1613 out instructions; list of acceptable Recyclable and Organic Materials; Collection 1588 1614 Days (in response to Customer input of service address); Billing issues, 1589 1615 Customer service telephone and e-mail contact information; and the 1616 Designated 1590 Transfer and Processing Site hours, directions, and acceptable 1617 materials; 1591 1618 4. Provide complete list of Agency-approved Rates and Charges for all 1619 Customers; 1592 1620 5. Allow Customers to file Complaints and receive from Contractor e-mail 1593 1621 responses to Complaints; 1594 6. Provide a link to enable Customers to email Contractor; and, Franchise Agreement for Collection Services with Recology San Mateo County Page 40 of 120 1595 7. Maintain and produce visitor logs and reporting including website and individual 1596 page visitation, number of web-based Xxxx payments per month, number of 1597 website-submitted Complaints per month, and individual and summary 1598 Customer Complaint and resolution reporting. 1599 D. Customer Information System Requirements 1600 Contractor is required to use a Customer information system with software 1601 applications capable of documenting all correspondence and conversations, 1602 pertaining to the services specified herein, between Contractor, Customers, 1603 Occupants, Agency, and SBWMA. The system shall include, at a minimum, the 1604 following data fields: 1605 1. Date and time of Customer correspondence or contact with Contractor (e.g., 1606 phone call, email) 1607 2. Date and time response was provided 1608 3. Date and time resolution was provided 1609 4. Customer’s name and contact information (multiple phone numbers and email 1610 addresses) 1611 5. Account address 1612 6. Service address 1613 7. Occupant address 1614 8. Service location information including: 1615 a. Number of units 1616 b. Number, size, and type of Solid Waste, Organic Materials, and Targeted 1617 Recyclable Materials Containers 1618 c. Collection Service Day 1619 d. Route number 1620 e. Backyard service status 1621 f. Special Handling Service status 1622 g. Bulky Item Collection history (e.g., number of annual services performed, 1623 date requested, date provided) 1624 9. Service issue, Complaint, or Inquiry 1625 10. Time frame stipulated for Contractor to resolve issue 1626 11. Description of Contractor’s resolution of service issue or Complaint, or response 1627 to Inquiry 1628 12. Date and time that Contractor’s resolution took place 1629 13. CSR or Contractor’s employee identification code of employee inputting the 1630 Complaint or Inquiry 1631 14. CSR or Contractor’s employee identification code of employee inputting the 1632 resolution 1633 The system shall be capable of: 1634 1635 1. Providing real-time access to complete Customer contact history from the 1636 commencement of service in 2011; Franchise Agreement for Collection Services with Recology San Mateo County Page 41 of 120 1637 2. Providing Agency and SBWMA the capacity to submit work orders (e.g., 1638 specifying the Inquiry, Complaint, or request for service) electronically directly to 1639 Contractor using Contractor’s web-based software; 1640 3. Documenting non-Collection events including problem description and 1641 resolution; 1642 4. Tracking non-Collection events necessary to fulfill the requirements in Section 1643 8.02(F); and, 1644 5. Fulfilling Customer service reporting requirements as specified in Article 9. 1645 E. Monthly Meetings with Agency. If requested, Contractor shall meet monthly with 1646 Agency to discuss compliance with the Customer service standards specified in this 1647 Section 7.02, Attachment I (Performance Incentives and Disincentives), and 1648 Attachment J (Liquidated Damages). 1649 F. Quality Assurance Program. Each month Contractor’s Customer service 1650 representatives shall contact by telephone a minimum of two hundred (200) 1651 Customers within the SBWMA Service Area to inquire about the quality of their 1652 Customer service experience when interacting with the Contractor’s Customer 1653 service center. The Customers contacted shall be (i) representative of different 1654 Service Sectors, (ii) distributed among Member Agencies, and (iii) selected from 1655 among Customers that have recently contacted the Contractor via phone and spoke 1656 live with a Customer service representative. The Customers contacted each day shall 1657 be randomly selected from the pool of Customers that contacted the Contractor the 1658 prior Business Day and such calls shall be evenly distributed (e.g., approximately 12 1659 to 13 calls per Business Day) throughout the month with some exceptions as follows: 1660 calls will be made during non-peak call volume days (i.e., 2nd, 3rd, and 4th weeks after 1661 billing); and no calls will be made immediately after a holiday. When placing the calls, 1662 the Contractor will use a standardized survey that will be completed during the phone 1663 interview of the Customer. If a message is left with the Customer, the message left 1664 by the Contractor shall direct the Customer to complete an online survey. Both survey 1665 instruments (for phone interviews and online survey) shall have similar questions and 1666 be subject to approval by the SBWMA. Contractor employees placing the calls shall 1667 not be the same employee that spoke to the Customer the prior Business Day; 1668 Contractor employees shall be calling Customers that another employee spoke to the 1669 prior Business Day. Customer service representatives shall ask about (i) Customers’ 1670 satisfaction with Solid Waste, Recyclable Materials, Organic Materials, and Bulky 1671 Item Collection services, (ii) Customers’ satisfaction of the Customer service 1672 experience when interacting with the Contractor’s Customer service department, 1673 and, (iii) Customer’s suggestions for opportunities to improve service. The quality 1674 assurance program reporting requirements are specified in subsection 9.05.G. 1675 G. Preprogrammed Call Transfer. Contractor shall maintain the ability to provide 1676 preprogrammed call transfer service to Agency. With this communications feature in 1677 place, when a Customer calls Contractor about an issue or concern that pertains to 1678 Agency but is not related to Collection services provided by Contractor, Contractor 1679 shall immediately transfer the phone call to the offices of Agency through a dedicated 1680 telephone line designated by Agency. The call transfer shall be seamless, and appear 1681 to the Customer as if Contractor were transferring the call internally. Franchise Agreement for Collection Services with Recology San Mateo County Page 42 of 120 1682 H. Customer Service Operations Plan. Contractor shall annually submit its Customer 1683 service operations plan. The Customer service operations plan shall describe how 1684 Contractor uses its customer relationship management system, linked to on-board 1685 GPS tracking system, to share real-time information between Customers, drivers, 1686 customer service representatives, managers, and SBWMA and Agency staff. The 1687 plan will provide details on how Contractor automatically detects and records 1688 information on each Customer pickup, real-time transmission of service extras, 1689 blocked cars, safety notes, and exceptions to service. 1690 7.03 PUBLIC EDUCATION AND PROMOTION‌ 1691 Contractor and Agency agree that all public education activities will be a collaborative 1692 effort among the SBWMA, Agency, and Contractor. Contractor shall be responsible for 1693 ensuring that its Customers consistently receive a high level of service and 1694 responsiveness.

Review of Xxxxxxxx. Contractor shall review its Xxxxxxxx to Customers, issued 1491 1517 pursuant to Section 7.01.A. The purpose of the review is to determine that the 1518 amount 1492 which Contractor is Billing each Customer is correct in terms of the level of 1519 service 1493 (i.e., frequency of Collection, size of Container, location of Container) being 1520 provided 1494 to such Customer by Contractor. Contractor shall review Customer 1521 accounts not less 1495 than once every three (3) calendar years for each Commercial, 1522 Multi-Family Dwelling, 1496 and SFD Customer, unless Agency directs Contractor to do 1523 so more frequently. 1497 Contractor shall submit to Agency a written report of the status 1524 of its review annually 1498 no later than forty-five (45) Days after the end of each 1525 calendar year. The intent of 1499 this Section is for Agency to receive reports on an 1526 annual basis for one-third (1/3) of 1500 all Customer accounts, and for all Customer 1527 accounts to be reviewed every third year 1501 of the Agreement. The scope of the 1528 review and the reviewer's work plan shall be 1502 submitted to Agency for approval no 1529 later than six (6) months before the submission 1503 of the first report. 1504 1530 F. Agency or SBWMA Billing Review. Contractor acknowledges that Agency or 1505 1531 SBWMA may perform, or cause to be performed, Billing reviews periodically. 1506 1532 Contractor agrees to participate and cooperate with SBWMA and Agency and its Franchise Agreement for Collection Services with Recology San Mateo County Page 38 of 120 1507 1533 agents to accomplish these reviews and conduct any data collection and report 1508 1534 preparation that may be requested. The Contractor’s full cooperation with these 1509 1535 reviews may include, but is not limited to: (i) allowing Agency or SBWMA staff or 1510 1536 consultants to ride along with drivers in Collection vehicles during daily Collection 1511 1537 operations; (ii) providing for interviews of personnel at all levels, with or without 1512 1538 management oversight; (iii) providing reporting related to franchised operations 1513 1539 available through Contractor’s automated systems; and, (iv) adjusting routing, public 1514 1540 information, outreach, or program availability based upon the recommendations of 1515 1541 the audit, if approved by the SBWMA or Agency. 1516 1542 G. Privacy of Customer Information. Contractor shall not distribute or sell Customer, 1517 1543 Owner, or Occupant information such as names, addresses, and telephone 1544 numbers 1518 to other Persons with the exception of distribution to the Agency, SBWMA, 1545 or its 1519 agents for reporting and contract compliance purposes and distribution to 1520 1546 Contractor’s Billing agent (if Contractor uses a Related Party Entity or Subcontractor 1521 1547 for Billing purposes). 1522 1548 7.02 CUSTOMER SERVICE‌ 1523 1549 Contractor is responsible for ensuring that all staff and Customer service representatives 1524 1550 (CSR) maintain a professional and courteous demeanor when in contact with Agency, 1525 1551 SBWMA, and the public. Contractor shall be responsible for all employee interactions 1552 with 1526 Customers, SBWMA, and Agency staff. Contractor is required to ensure that its 1527 1553 Customers are consistently treated courteously and are presented with timely, 1554 responsive, 1528 and thorough solutions to problems and requests for information. Contractor 1555 shall meet 1529 monthly to discuss compliance with the Customer service standards 1556 described herein if 1530 requested by Agency. 1531 1557 A. Local Office 1532 1558 Contractor shall operate a local office at the Shoreway Environmental Center, 1559 located 1533 at 000 Xxxxxxxx Xxxx, Xxx Xxxxxx. If office space at Shoreway 1560 Environmental 1534 Center becomes unavailable for the Contractor’s use, Contractor 1561 shall establish a 1535 local office in the SBWMA Service Area. Such a change shall be 1562 considered an 1536 Agency-directed change in scope and handled in accordance with 1563 provisions in 1537 Section 15.12. Contractor’s office hours shall be, at a minimum, from 1564 8:00 a.m. to 1538 5:00 p.m., Monday through Friday, exclusive of Holidays specified in 1565 Attachment A 1539 for the local office. Contractor shall be responsible for ensuring that a 1566 qualified 1540 representative is available at a local office within the SBWMA Service Area 1567 during 1541 office hours to communicate with the public and accept Xxxx Bill payments from 1542 1568 Customers. Contractor shall offer bi-lingual Customer service at the local office by 1543 1569 employing CSRs with English and Spanish language capabilities. The local office 1544 1570 and Customer service telephone number(s) shall either be a local or toll free call. 1545 1571 Contractor's telephone system shall adequately handle the volume of calls typically 1546 1572 experienced on the busiest days. Contractor shall have a company representative, 1547 1573 an answering service, or voice-mail system available for calls received during non- 1548 1574 business hours and Holidays specified in Attachment A for the local office. 1549 1575 Contractor shall employ sufficient Customer service staff and management 1576 practices 1550 to ensure that the Average Speed of Answer is equal to or less than thirty 1577 (30) 1551 seconds and the maximum Hold Time is ninety (90) seconds or less. Franchise Agreement for Collection Services with Recology San Mateo County Page 39 of 120 1552 1578 Contractor shall be required to track all informational requests so that appropriate 1553 1579 public outreach materials can be designed to target commonly asked questions. 1554 1580 Contractor shall be responsible for promoting use of the Contractor’s website for 1555 1581 scheduling of On-Call Collection Service events and obtaining answers related to 1556 1582 common informational requests through: (i) public education and promotion 1557 1583 materials; and, (ii) a recorded message Customers will hear while on-hold with the 1558 1584 Customer service department. 1559 1585 Contractor shall maintain and publicize an e-mail address whereby Customers can 1560 1586 communicate with the Contractor’s Customer service staff. Contractor shall monitor 1561 1587 the email at least once per Business Day, and ensure that a twenty-four (24) hour 1562 1588 response time is maintained. 1563 1589 B. Customer Service Call Center and Staffing 1564 1590 Contractor is required to operate a Customer service call center that will serve as 1591 the 1565 primary telephone point of contact and information for all services. The 1592 Customer 1566 service call center hotline is required to be staffed live during regular 1593 business hours 1567 (i.e., Monday through Friday 8:00 a.m. to 5:00 p.m.) by sixteen (16) 1594 Customer service 1568 representatives (includes one (1) receptionist who performs 1595 Customer service 1569 activities). In addition, the Customer service call center shall offer 1596 multi-lingual 1570 Customer service by employing a minimum of two (2) bilingual 1597 Customer service 1571 representatives with English and Spanish language capabilities, 1598 and contracting with 1572 a service to provide bilingual capacity for other languages 1599 including Cantonese, 1573 Mandarin, and Vietnamese. Contractor shall provide 1600 immediate access to interpreters 1574 for over one-hundred and seventy-five (175) 1601 languages through the use of Language 1575 Line service, or a similar service. 1576 1602 C. Website 1577 1603 Contractor shall maintain and publicize an up-to-date website whereby Customers 1578 1604 can conduct business with Contractor in both English and Spanish. Contractor is 1579 1605 required to update the website monthly, and more frequently if necessary. At a 1580 1606 minimum, the website shall: 1581 1607 1. Allow Customers to view and pay Bills issued by Contractor, as required in 1582 1608 Section 7.01; 1583 1609 2. Allow Customers to schedule services Including On-Call Service events, On-On- 1610 Call 1584 Bulky Item Collections, extra Collections, service changes, temporary Drop 1611 Box 1585 service, service terminations, and service stops; 1586 1612 3. Provide answers to frequently asked questions Including: proper Container set- 1587 1613 out instructions; list of acceptable Recyclable and Organic Materials; Collection 1588 1614 Days (in response to Customer input of service address); Billing issues, 1589 1615 Customer service telephone and e-mail contact information; and the 1616 Designated 1590 Transfer and Processing Site hours, directions, and acceptable 1617 materials; 1591 1618 4. Provide complete list of Agency-approved Rates and Charges for all 1619 Customers; 1592 1620 5. Allow Customers to file Complaints and receive from Contractor e-mail 1593 1621 responses to Complaints; 1594 6. Provide a link to enable Customers to email Contractor; and, Franchise Agreement for Collection Services with Recology San Mateo County Page 40 of 120 1595 7. Maintain and produce visitor logs and reporting including website and individual 1596 page visitation, number of web-based Xxxx payments per month, number of 1597 website-submitted Complaints per month, and individual and summary 1598 Customer Complaint and resolution reporting. 1599 D. Customer Information System Requirements 1600 Contractor is required to use a Customer information system with software 1601 applications capable of documenting all correspondence and conversations, 1602 pertaining to the services specified herein, between Contractor, Customers, 1603 Occupants, Agency, and SBWMA. The system shall include, at a minimum, the 1604 following data fields: 1605 1. Date and time of Customer correspondence or contact with Contractor (e.g., 1606 phone call, email) 1607 2. Date and time response was provided 1608 3. Date and time resolution was provided 1609 4. Customer’s name and contact information (multiple phone numbers and email 1610 addresses) 1611 5. Account address 1612 6. Service address 1613 7. Occupant address 1614 8. Service location information including: 1615 a. Number of units 1616 b. Number, size, and type of Solid Waste, Organic Materials, and Targeted 1617 Recyclable Materials Containers 1618 c. Collection Service Day 1619 d. Route number 1620 e. Backyard service status 1621 f. Special Handling Service status 1622 g. Bulky Item Collection history (e.g., number of annual services performed, 1623 date requested, date provided) 1624 9. Service issue, Complaint, or Inquiry 1625 10. Time frame stipulated for Contractor to resolve issue 1626 11. Description of Contractor’s resolution of service issue or Complaint, or response 1627 to Inquiry 1628 12. Date and time that Contractor’s resolution took place 1629 13. CSR or Contractor’s employee identification code of employee inputting the 1630 Complaint or Inquiry 1631 14. CSR or Contractor’s employee identification code of employee inputting the 1632 resolution 1633 The system shall be capable of: 1634 1635 1. Providing real-time access to complete Customer contact history from the 1636 commencement of service in 2011; Franchise Agreement for Collection Services with Recology San Mateo County Page 41 of 120 1637 2. Providing Agency and SBWMA the capacity to submit work orders (e.g., 1638 specifying the Inquiry, Complaint, or request for service) electronically directly to 1639 Contractor using Contractor’s web-based software; 1640 3. Documenting non-Collection events including problem description and 1641 resolution; 1642 4. Tracking non-Collection events necessary to fulfill the requirements in Section 1643 8.02(F); and, 1644 5. Fulfilling Customer service reporting requirements as specified in Article 9. 1645 E. Monthly Meetings with Agency. If requested, Contractor shall meet monthly with 1646 Agency to discuss compliance with the Customer service standards specified in this 1647 Section 7.02, Attachment I (Performance Incentives and Disincentives), and 1648 Attachment J (Liquidated Damages). 1649 F. Quality Assurance Program. Each month Contractor’s Customer service 1650 representatives shall contact by telephone a minimum of two hundred (200) 1651 Customers within the SBWMA Service Area to inquire about the quality of their 1652 Customer service experience when interacting with the Contractor’s Customer 1653 service center. The Customers contacted shall be (i) representative of different 1654 Service Sectors, (ii) distributed among Member Agencies, and (iii) selected from 1655 among Customers that have recently contacted the Contractor via phone and spoke 1656 live with a Customer service representative. The Customers contacted each day shall 1657 be randomly selected from the pool of Customers that contacted the Contractor the 1658 prior Business Day and such calls shall be evenly distributed (e.g., approximately 12 1659 to 13 calls per Business Day) throughout the month with some exceptions as follows: 1660 calls will be made during non-peak call volume days (i.e., 2nd, 3rd, and 4th weeks after 1661 billing); and no calls will be made immediately after a holiday. When placing the calls, 1662 the Contractor will use a standardized survey that will be completed during the phone 1663 interview of the Customer. If a message is left with the Customer, the message left 1664 by the Contractor shall direct the Customer to complete an online survey. Both survey 1665 instruments (for phone interviews and online survey) shall have similar questions and 1666 be subject to approval by the SBWMA. Contractor employees placing the calls shall 1667 not be the same employee that spoke to the Customer the prior Business Day; 1668 Contractor employees shall be calling Customers that another employee spoke to the 1669 prior Business Day. Customer service representatives shall ask about (i) Customers’ 1670 satisfaction with Solid Waste, Recyclable Materials, Organic Materials, and Bulky 1671 Item Collection services, (ii) Customers’ satisfaction of the Customer service 1672 experience when interacting with the Contractor’s Customer service department, 1673 and, (iii) Customer’s suggestions for opportunities to improve service. The quality 1674 assurance program reporting requirements are specified in subsection 9.05.G. 1675 G. Preprogrammed Call Transfer. Contractor shall maintain the ability to provide 1676 preprogrammed call transfer service to Agency. With this communications feature in 1677 place, when a Customer calls Contractor about an issue or concern that pertains to 1678 Agency but is not related to Collection services provided by Contractor, Contractor 1679 shall immediately transfer the phone call to the offices of Agency through a dedicated 1680 telephone line designated by Agency. The call transfer shall be seamless, and appear 1681 to the Customer as if Contractor were transferring the call internally. Franchise Agreement for Collection Services with Recology San Mateo County Page 42 of 120 1682 H. Customer Service Operations Plan. Contractor shall annually submit its Customer 1683 service operations plan. The Customer service operations plan shall describe how 1684 Contractor uses its customer relationship management system, linked to on-board 1685 GPS tracking system, to share real-time information between Customers, drivers, 1686 customer service representatives, managers, and SBWMA and Agency staff. The 1687 plan will provide details on how Contractor automatically detects and records 1688 information on each Customer pickup, real-time transmission of service extras, 1689 blocked cars, safety notes, and exceptions to service. 1690 7.03 PUBLIC EDUCATION AND PROMOTION‌ 1691 Contractor and Agency agree that all public education activities will be a collaborative 1692 effort among the SBWMA, Agency, and Contractor. Contractor shall be responsible for 1693 ensuring that its Customers consistently receive a high level of service and 1694 responsiveness.

Review of Xxxxxxxx. Contractor shall review its Xxxxxxxx to Customers, which were issued 1491 886 pursuant to Section 7.01.A. 7.01.B. The purpose of the review is to determine that the amount 1492 which 887 Contractor is Billing billing each Customer is correct in terms of the level of service 1493 (i.e., 888 frequency of Collection, size of Container, location of Container) being provided 1494 to such 889 Customer by Contractor. Contractor shall review Customer accounts not less 1495 than once 890 every three (3) calendar years for each Commercial, Multi-Family DwellingMFD, 1496 and SFD Customer, unless Agency directs shall 891 direct Contractor to do so more frequently. 1497 Contractor shall submit to Agency a written 892 report of the status of its review annually 1498 no later than forty-five (45) Days days after the end 893 of each calendar year. The intent of 1499 this Section is for Agency to receive reports on an annual 894 basis for one-third (1/3) which will cover the entire list of 1500 all Customer accounts, and for all Customer accounts to be reviewed Customers every third year 1501 of the Agreementyear. The scope of the 895 review and the reviewer's work plan shall be 1502 submitted to Agency for approval no later 896 than six (6) months before the submission 1503 of the first report. 1504 897 F. Agency or SBWMA Billing Review. Contractor acknowledges that Agency or 1505 898 SBWMA may perform, or cause to be performed, Billing reviews periodically. 1506 899 Contractor agrees to participate and cooperate with SBWMA and Agency and its Franchise Agreement for Collection Services with Recology San Mateo County Page 38 of 120 1507 agents 900 to accomplish these reviews and conduct any data collection and report 1508 preparation that 901 may be requested. The Contractor’s full cooperation with these 1509 reviews may include, but 902 is not limited to: (i) allowing Agency or SBWMA staff or 1510 consultants to ride along with 903 drivers in Collection vehicles during daily Collection 1511 operations; (ii) providing for 904 interviews of personnel at all levels, with or without 1512 management oversight; (iii) providing 905 reporting related to franchised operations 1513 available through Contractor’s automated 906 systems; and, (iv) adjusting routing, public 1514 information, outreach, or program availability 907 based upon the recommendations of 1515 the audit, if approved by the SBWMA or Agency. 1516 G. Privacy of Customer Information. Contractor shall not distribute or sell Customer, 1517 Owner, or Occupant information such as names, addresses, and telephone numbers 1518 to other Persons with the exception of distribution to the Agency, SBWMA, or its 1519 agents for reporting and contract compliance purposes and distribution to 1520 Contractor’s Billing agent (if Contractor uses a Related Party Entity or Subcontractor 1521 for Billing purposes). 1522 7.02 CUSTOMER SERVICE‌ 1523 Contractor is responsible for ensuring that all staff and Customer service representatives 1524 (CSR) maintain a professional and courteous demeanor when in contact with Agency, 1525 SBWMA, and the public. Contractor shall be responsible for all employee interactions with 1526 Customers, SBWMA, and Agency staff. Contractor is required to ensure that its 1527 Customers are consistently treated courteously and are presented with timely, responsive, 1528 and thorough solutions to problems and requests for information. Contractor shall meet 1529 monthly to discuss compliance with the Customer service standards described herein if 1530 requested by Agency. 1531 A. Local Office 1532 Contractor shall operate a local office at the Shoreway Environmental Center, located 1533 at 000 Xxxxxxxx Xxxx, Xxx Xxxxxx. If office space at Shoreway Environmental 1534 Center becomes unavailable for the Contractor’s use, Contractor shall establish a 1535 local office in the SBWMA Service Area. Such a change shall be considered an 1536 Agency-directed change in scope and handled in accordance with provisions in 1537 Section 15.12. Contractor’s office hours shall be, at a minimum, from 8:00 a.m. to 1538 5:00 p.m., Monday through Friday, exclusive of Holidays specified in Attachment A 1539 for the local office. Contractor shall be responsible for ensuring that a qualified 1540 representative is available at a local office within the SBWMA Service Area during 1541 office hours to communicate with the public and accept Xxxx payments from 1542 Customers. Contractor shall offer bi-lingual Customer service at the local office by 1543 employing CSRs with English and Spanish language capabilities. The local office 1544 and Customer service telephone number(s) shall either be a local or toll free call. 1545 Contractor's telephone system shall adequately handle the volume of calls typically 1546 experienced on the busiest days. Contractor shall have a company representative, 1547 an answering service, or voice-mail system available for calls received during non- 1548 business hours and Holidays specified in Attachment A for the local office. 1549 Contractor shall employ sufficient Customer service staff and management practices 1550 to ensure that the Average Speed of Answer is equal to or less than thirty (30) 1551 seconds and the maximum Hold Time is ninety (90) seconds or less. Franchise Agreement for Collection Services with Recology San Mateo County Page 39 of 120 1552 Contractor shall be required to track all informational requests so that appropriate 1553 public outreach materials can be designed to target commonly asked questions. 1554 Contractor shall be responsible for promoting use of the Contractor’s website for 1555 scheduling of On-Call Collection Service events and obtaining answers related to 1556 common informational requests through: (i) public education and promotion 1557 materials; and, (ii) a recorded message Customers will hear while on-hold with the 1558 Customer service department. 1559 Contractor shall maintain and publicize an e-mail address whereby Customers can 1560 communicate with the Contractor’s Customer service staff. Contractor shall monitor 1561 the email at least once per Business Day, and ensure that a twenty-four (24) hour 1562 response time is maintained. 1563 B. Customer Service Call Center and Staffing 1564 Contractor is required to operate a Customer service call center that will serve as the 1565 primary telephone point of contact and information for all services. The Customer 1566 service call center hotline is required to be staffed live during regular business hours 1567 (i.e., Monday through Friday 8:00 a.m. to 5:00 p.m.) by sixteen (16) Customer service 1568 representatives (includes one (1) receptionist who performs Customer service 1569 activities). In addition, the Customer service call center shall offer multi-lingual 1570 Customer service by employing a minimum of two (2) bilingual Customer service 1571 representatives with English and Spanish language capabilities, and contracting with 1572 a service to provide bilingual capacity for other languages including Cantonese, 1573 Mandarin, and Vietnamese. Contractor shall provide immediate access to interpreters 1574 for over one-hundred and seventy-five (175) languages through the use of Language 1575 Line service, or a similar service. 1576 C. Website 1577 Contractor shall maintain and publicize an up-to-date website whereby Customers 1578 can conduct business with Contractor in both English and Spanish. Contractor is 1579 required to update the website monthly, and more frequently if necessary. At a 1580 minimum, the website shall: 1581 1. Allow Customers to view and pay Bills issued by Contractor, as required in 1582 Section 7.01; 1583 2. Allow Customers to schedule services Including On-Call Service events, On-Call 1584 Bulky Item Collections, extra Collections, service changes, temporary Drop Box 1585 service, service terminations, and service stops; 1586 3. Provide answers to frequently asked questions Including: proper Container set- 1587 out instructions; list of acceptable Recyclable and Organic Materials; Collection 1588 Days (in response to Customer input of service address); Billing issues, 1589 Customer service telephone and e-mail contact information; and the Designated 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; 1594 6. Provide a link to enable Customers to email Contractor; and, Franchise Agreement for Collection Services with Recology San Mateo County Page 40 of 120 1595 7. Maintain and produce visitor logs and reporting including website and individual 1596 page visitation, number of web-based Xxxx payments per month, number of 1597 website-submitted Complaints per month, and individual and summary 1598 Customer Complaint and resolution reporting. 1599 D. Customer Information System Requirements 1600 Contractor is required to use a Customer information system with software 1601 applications capable of documenting all correspondence and conversations, 1602 pertaining to the services specified herein, between Contractor, Customers, 1603 Occupants, Agency, and SBWMA. The system shall include, at a minimum, the 1604 following data fields: 1605 1. Date and time of Customer correspondence or contact with Contractor (e.g., 1606 phone call, email) 1607 2. Date and time response was provided 1608 3. Date and time resolution was provided 1609 4. Customer’s name and contact information (multiple phone numbers and email 1610 addresses) 1611 5. Account address 1612 6. Service address 1613 7. Occupant address 1614 8. Service location information including: 1615 a. Number of units 1616 b. Number, size, and type of Solid Waste, Organic Materials, and Targeted 1617 Recyclable Materials Containers 1618 c. Collection Service Day 1619 d. Route number 1620 e. Backyard service status 1621 f. Special Handling Service status 1622 g. Bulky Item Collection history (e.g., number of annual services performed, 1623 date requested, date provided) 1624 9. Service issue, Complaint, or Inquiry 1625 10. Time frame stipulated for Contractor to resolve issue 1626 11. Description of Contractor’s resolution of service issue or Complaint, or response 1627 to Inquiry 1628 12. Date and time that Contractor’s resolution took place 1629 13. CSR or Contractor’s employee identification code of employee inputting the 1630 Complaint or Inquiry 1631 14. CSR or Contractor’s employee identification code of employee inputting the 1632 resolution 1633 The system shall be capable of: 1634 1635 1. Providing real-time access to complete Customer contact history from the 1636 commencement of service in 2011; Franchise Agreement for Collection Services with Recology San Mateo County Page 41 of 120 1637 2. Providing Agency and SBWMA the capacity to submit work orders (e.g., 1638 specifying the Inquiry, Complaint, or request for service) electronically directly to 1639 Contractor using Contractor’s web-based software; 1640 3. Documenting non-Collection events including problem description and 1641 resolution; 1642 4. Tracking non-Collection events necessary to fulfill the requirements in Section 1643 8.02(F); and, 1644 5. Fulfilling Customer service reporting requirements as specified in Article 9. 1645 E. Monthly Meetings with Agency. If requested, Contractor shall meet monthly with 1646 Agency to discuss compliance with the Customer service standards specified in this 1647 Section 7.02, Attachment I (Performance Incentives and Disincentives), and 1648 Attachment J (Liquidated Damages). 1649 F. Quality Assurance Program. Each month Contractor’s Customer service 1650 representatives shall contact by telephone a minimum of two hundred (200) 1651 Customers within the SBWMA Service Area to inquire about the quality of their 1652 Customer service experience when interacting with the Contractor’s Customer 1653 service center. The Customers contacted shall be (i) representative of different 1654 Service Sectors, (ii) distributed among Member Agencies, and (iii) selected from 1655 among Customers that have recently contacted the Contractor via phone and spoke 1656 live with a Customer service representative. The Customers contacted each day shall 1657 be randomly selected from the pool of Customers that contacted the Contractor the 1658 prior Business Day and such calls shall be evenly distributed (e.g., approximately 12 1659 to 13 calls per Business Day) throughout the month with some exceptions as follows: 1660 calls will be made during non-peak call volume days (i.e., 2nd, 3rd, and 4th weeks after 1661 billing); and no calls will be made immediately after a holiday. When placing the calls, 1662 the Contractor will use a standardized survey that will be completed during the phone 1663 interview of the Customer. If a message is left with the Customer, the message left 1664 by the Contractor shall direct the Customer to complete an online survey. Both survey 1665 instruments (for phone interviews and online survey) shall have similar questions and 1666 be subject to approval by the SBWMA. Contractor employees placing the calls shall 1667 not be the same employee that spoke to the Customer the prior Business Day; 1668 Contractor employees shall be calling Customers that another employee spoke to the 1669 prior Business Day. Customer service representatives shall ask about (i) Customers’ 1670 satisfaction with Solid Waste, Recyclable Materials, Organic Materials, and Bulky 1671 Item Collection services, (ii) Customers’ satisfaction of the Customer service 1672 experience when interacting with the Contractor’s Customer service department, 1673 and, (iii) Customer’s suggestions for opportunities to improve service. The quality 1674 assurance program reporting requirements are specified in subsection 9.05.G. 1675 G. Preprogrammed Call Transfer. Contractor shall maintain the ability to provide 1676 preprogrammed call transfer service to Agency. With this communications feature in 1677 place, when a Customer calls Contractor about an issue or concern that pertains to 1678 Agency but is not related to Collection services provided by Contractor, Contractor 1679 shall immediately transfer the phone call to the offices of Agency through a dedicated 1680 telephone line designated by Agency. The call transfer shall be seamless, and appear 1681 to the Customer as if Contractor were transferring the call internally. Franchise Agreement for Collection Services with Recology San Mateo County Page 42 of 120 1682 H. Customer Service Operations Plan. Contractor shall annually submit its Customer 1683 service operations plan. The Customer service operations plan shall describe how 1684 Contractor uses its customer relationship management system, linked to on-board 1685 GPS tracking system, to share real-time information between Customers, drivers, 1686 customer service representatives, managers, and SBWMA and Agency staff. The 1687 plan will provide details on how Contractor automatically detects and records 1688 information on each Customer pickup, real-time transmission of service extras, 1689 blocked cars, safety notes, and exceptions to service. 1690 7.03 PUBLIC EDUCATION AND PROMOTION‌ 1691 Contractor and Agency agree that all public education activities will be a collaborative 1692 effort among the SBWMA, Agency, and Contractor. Contractor shall be responsible for 1693 ensuring that its Customers consistently receive a high level of service and 1694 responsiveness.

Review of Xxxxxxxx. Contractor shall review its Xxxxxxxx to Customers, issued 1491 1488 pursuant to Section 7.01.A. The purpose of the review is to determine that the amount 1492 1489 which Contractor is Billing each Customer is correct in terms of the level of service 1493 1490 (i.e., frequency of Collection, size of Container, location of Container) being provided 1494 1491 to such Customer by Contractor. Contractor shall review Customer accounts not less 1495 1492 than once every three (3) calendar years for each Commercial, Multi-Family Dwelling, 1496 1493 and SFD Customer, unless Agency directs Contractor to do so more frequently. 1497 1494 Contractor shall submit to Agency a written report of the status of its review annually 1498 1495 no later than forty-five (45) Days after the end of each calendar year. The intent of 1499 1496 this Section is for Agency to receive reports on an annual basis for one-third (1/3) of 1500 1497 all Customer accounts, and for all Customer accounts to be reviewed every third year 1501 1498 of the Agreement. The scope of the review and the reviewer's work plan shall be 1502 1499 submitted to Agency for approval no later than six (6) months before the submission 1503 1500 of the first report. 1504 1501 F. Agency or SBWMA Billing Review. Contractor acknowledges that Agency or 1505 1502 SBWMA may perform, or cause to be performed, Billing reviews periodically. 1506 1503 Contractor agrees to participate and cooperate with SBWMA and Agency and its Franchise Agreement for Collection Services with Recology San Mateo County Page 38 of 120 1507 1504 agents to accomplish these reviews and conduct any data collection and report 1508 1505 preparation that may be requested. The Contractor’s full cooperation with these 1509 1506 reviews may include, but is not limited to: (i) allowing Agency or SBWMA staff or 1510 1507 consultants to ride along with drivers in Collection vehicles during daily Collection 1511 1508 operations; (ii) providing for interviews of personnel at all levels, with or without 1512 1509 management oversight; (iii) providing reporting related to franchised operations 1513 1510 available through Contractor’s automated systems; and, (iv) adjusting routing, public 1514 1511 information, outreach, or program availability based upon the recommendations of 1515 1512 the audit, if approved by the SBWMA or Agency. 1516 1513 G. Privacy of Customer Information. Contractor shall not distribute or sell Customer, 1517 1514 Owner, or Occupant information such as names, addresses, and telephone numbers 1518 1515 to other Persons with the exception of distribution to the Agency, SBWMA, or its 1519 1516 agents for reporting and contract compliance purposes and distribution to 1520 1517 Contractor’s Billing agent (if Contractor uses a Related Party Entity or Subcontractor 1521 1518 for Billing purposes). 1522 1519 7.02 CUSTOMER SERVICE‌ 1523 SERVICE 1520 Contractor is responsible for ensuring that all staff and Customer service representatives 1524 1521 (CSR) maintain a professional and courteous demeanor when in contact with Agency, 1525 1522 SBWMA, and the public. Contractor shall be responsible for all employee interactions with 1526 1523 Customers, SBWMA, and Agency staff. Contractor is required to ensure that its 1527 1524 Customers are consistently treated courteously and are presented with timely, responsive, 1528 1525 and thorough solutions to problems and requests for information. Contractor shall meet 1529 1526 monthly to discuss compliance with the Customer service standards described herein if 1530 1527 requested by Agency. 1531 1528 A. Local Office 1532 1529 Contractor shall operate a local office at the Shoreway Environmental Center, located 1533 1530 at 000 Xxxxxxxx Xxxx, Xxx Xxxxxx. If office space at Shoreway Environmental 1534 1531 Center becomes unavailable for the Contractor’s use, Contractor shall establish a 1535 1532 local office in the SBWMA Service Area. Such a change shall be considered an 1536 1533 Agency-directed change in scope and handled in accordance with provisions in 1537 1534 Section 15.12. Contractor’s office hours shall be, at a minimum, from 8:00 a.m. to 1538 1535 5:00 p.m., Monday through Friday, exclusive of Holidays specified in Attachment A 1539 1536 for the local office. Contractor shall be responsible for ensuring that a qualified 1540 1537 representative is available at a local office within the SBWMA Service Area during 1541 1538 office hours to communicate with the public and accept Xxxx payments from 1542 1539 Customers. Contractor shall offer bi-lingual Customer service at the local office by 1543 1540 employing CSRs with English and Spanish language capabilities. The local office 1544 1541 and Customer service telephone number(s) shall either be a local or toll free call. 1545 1542 Contractor's telephone system shall adequately handle the volume of calls typically 1546 1543 experienced on the busiest days. Contractor shall have a company representative, 1547 1544 an answering service, or voice-mail system available for calls received during non- 1548 1545 business hours and Holidays specified in Attachment A for the local office. 1549 1546 Contractor shall employ sufficient Customer service staff and management practices 1550 1547 to ensure that the Average Speed of Answer is equal to or less than thirty (30) 1551 1548 seconds and the maximum Hold Time is ninety (90) seconds or less. Franchise Agreement for Collection Services with Recology San Mateo County Page 39 of 120 1552 1549 Contractor shall be required to track all informational requests so that appropriate 1553 1550 public outreach materials can be designed to target commonly asked questions. 1554 1551 Contractor shall be responsible for promoting use of the Contractor’s website for 1555 1552 scheduling of On-Call Collection Service events and obtaining answers related to 1556 1553 common informational requests through: (i) public education and promotion 1557 1554 materials; and, (ii) a recorded message Customers will hear while on-hold with the 1558 1555 Customer service department. 1559 1556 Contractor shall maintain and publicize an e-mail address whereby Customers can 1560 1557 communicate with the Contractor’s Customer service staff. Contractor shall monitor 1561 1558 the email at least once per Business Day, and ensure that a twenty-four (24) hour 1562 1559 response time is maintained. 1563 1560 B. Customer Service Call Center and Staffing 1564 1561 Contractor is required to operate a Customer service call center that will serve as the 1565 1562 primary telephone point of contact and information for all services. The Customer 1566 1563 service call center hotline is required to be staffed live during regular business hours 1567 1564 (i.e., Monday through Friday 8:00 a.m. to 5:00 p.m.) by sixteen (16) Customer service 1568 1565 representatives (includes one (1) receptionist who performs Customer service 1569 1566 activities). In addition, the Customer service call center shall offer multi-lingual 1570 1567 Customer service by employing a minimum of two (2) bilingual Customer service 1571 1568 representatives with English and Spanish language capabilities, and contracting with 1572 1569 a service to provide bilingual capacity for other languages including Cantonese, 1573 1570 Mandarin, and Vietnamese. Contractor shall provide immediate access to interpreters 1574 1571 for over one-hundred and seventy-five (175) languages through the use of Language 1575 1572 Line service, or a similar service. 1576 1573 C. Website 1577 1574 Contractor shall maintain and publicize an up-to-date website whereby Customers 1578 1575 can conduct business with Contractor in both English and Spanish. Contractor is 1579 1576 required to update the website monthly, and more frequently if necessary. At a 1580 1577 minimum, the website shall: 1581 1578 1. Allow Customers to view and pay Bills issued by Contractor, as required in 1582 1579 Section 7.01; 1583 1580 2. Allow Customers to schedule services Including On-Call Service events, On-Call 1584 1581 Bulky Item Collections, extra Collections, service changes, temporary Drop Box 1585 1582 service, service terminations, and service stops; 1586 1583 3. Provide answers to frequently asked questions Including: proper Container set- 1587 1584 out instructions; list of acceptable Recyclable and Organic Materials; Collection 1588 1585 Days (in response to Customer input of service address); Billing issues, 1589 1586 Customer service telephone and e-mail contact information; and the Designated 1590 1587 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; 1594 6. Provide a link to enable Customers to email Contractor; and, Franchise Agreement for Collection Services with Recology San Mateo County Page 40 of 120 1595 7. Maintain and produce visitor logs and reporting including website and individual 1596 page visitation, number of web-based Xxxx payments per month, number of 1597 website-submitted Complaints per month, and individual and summary 1598 Customer Complaint and resolution reporting. 1599 D. Customer Information System Requirements 1600 Contractor is required to use a Customer information system with software 1601 applications capable of documenting all correspondence and conversations, 1602 pertaining to the services specified herein, between Contractor, Customers, 1603 Occupants, Agency, and SBWMA. The system shall include, at a minimum, the 1604 following data fields: 1605 1. Date and time of Customer correspondence or contact with Contractor (e.g., 1606 phone call, email) 1607 2. Date and time response was provided 1608 3. Date and time resolution was provided 1609 4. Customer’s name and contact information (multiple phone numbers and email 1610 addresses) 1611 5. Account address 1612 6. Service address 1613 7. Occupant address 1614 8. Service location information including: 1615 a. Number of units 1616 b. Number, size, and type of Solid Waste, Organic Materials, and Targeted 1617 Recyclable Materials Containers 1618 c. Collection Service Day 1619 d. Route number 1620 e. Backyard service status 1621 f. Special Handling Service status 1622 g. Bulky Item Collection history (e.g., number of annual services performed, 1623 date requested, date provided) 1624 9. Service issue, Complaint, or Inquiry 1625 10. Time frame stipulated for Contractor to resolve issue 1626 11. Description of Contractor’s resolution of service issue or Complaint, or response 1627 to Inquiry 1628 12. Date and time that Contractor’s resolution took place 1629 13. CSR or Contractor’s employee identification code of employee inputting the 1630 Complaint or Inquiry 1631 14. CSR or Contractor’s employee identification code of employee inputting the 1632 resolution 1633 The system shall be capable of: 1634 1635 1. Providing real-time access to complete Customer contact history from the 1636 commencement of service in 2011; Franchise Agreement for Collection Services with Recology San Mateo County Page 41 of 120 1637 2. Providing Agency and SBWMA the capacity to submit work orders (e.g., 1638 specifying the Inquiry, Complaint, or request for service) electronically directly to 1639 Contractor using Contractor’s web-based software; 1640 3. Documenting non-Collection events including problem description and 1641 resolution; 1642 4. Tracking non-Collection events necessary to fulfill the requirements in Section 1643 8.02(F); and, 1644 5. Fulfilling Customer service reporting requirements as specified in Article 9. 1645 E. Monthly Meetings with Agency. If requested, Contractor shall meet monthly with 1646 Agency to discuss compliance with the Customer service standards specified in this 1647 Section 7.02, Attachment I (Performance Incentives and Disincentives), and 1648 Attachment J (Liquidated Damages). 1649 F. Quality Assurance Program. Each month Contractor’s Customer service 1650 representatives shall contact by telephone a minimum of two hundred (200) 1651 Customers within the SBWMA Service Area to inquire about the quality of their 1652 Customer service experience when interacting with the Contractor’s Customer 1653 service center. The Customers contacted shall be (i) representative of different 1654 Service Sectors, (ii) distributed among Member Agencies, and (iii) selected from 1655 among Customers that have recently contacted the Contractor via phone and spoke 1656 live with a Customer service representative. The Customers contacted each day shall 1657 be randomly selected from the pool of Customers that contacted the Contractor the 1658 prior Business Day and such calls shall be evenly distributed (e.g., approximately 12 1659 to 13 calls per Business Day) throughout the month with some exceptions as follows: 1660 calls will be made during non-peak call volume days (i.e., 2nd, 3rd, and 4th weeks after 1661 billing); and no calls will be made immediately after a holiday. When placing the calls, 1662 the Contractor will use a standardized survey that will be completed during the phone 1663 interview of the Customer. If a message is left with the Customer, the message left 1664 by the Contractor shall direct the Customer to complete an online survey. Both survey 1665 instruments (for phone interviews and online survey) shall have similar questions and 1666 be subject to approval by the SBWMA. Contractor employees placing the calls shall 1667 not be the same employee that spoke to the Customer the prior Business Day; 1668 Contractor employees shall be calling Customers that another employee spoke to the 1669 prior Business Day. Customer service representatives shall ask about (i) Customers’ 1670 satisfaction with Solid Waste, Recyclable Materials, Organic Materials, and Bulky 1671 Item Collection services, (ii) Customers’ satisfaction of the Customer service 1672 experience when interacting with the Contractor’s Customer service department, 1673 and, (iii) Customer’s suggestions for opportunities to improve service. The quality 1674 assurance program reporting requirements are specified in subsection 9.05.G. 1675 G. Preprogrammed Call Transfer. Contractor shall maintain the ability to provide 1676 preprogrammed call transfer service to Agency. With this communications feature in 1677 place, when a Customer calls Contractor about an issue or concern that pertains to 1678 Agency but is not related to Collection services provided by Contractor, Contractor 1679 shall immediately transfer the phone call to the offices of Agency through a dedicated 1680 telephone line designated by Agency. The call transfer shall be seamless, and appear 1681 to the Customer as if Contractor were transferring the call internally. Franchise Agreement for Collection Services with Recology San Mateo County Page 42 of 120 1682 H. Customer Service Operations Plan. Contractor shall annually submit its Customer 1683 service operations plan. The Customer service operations plan shall describe how 1684 Contractor uses its customer relationship management system, linked to on-board 1685 GPS tracking system, to share real-time information between Customers, drivers, 1686 customer service representatives, managers, and SBWMA and Agency staff. The 1687 plan will provide details on how Contractor automatically detects and records 1688 information on each Customer pickup, real-time transmission of service extras, 1689 blocked cars, safety notes, and exceptions to service. 1690 7.03 PUBLIC EDUCATION AND PROMOTION‌ 1691 Contractor and Agency agree that all public education activities will be a collaborative 1692 effort among the SBWMA, Agency, and Contractor. Contractor shall be responsible for 1693 ensuring that its Customers consistently receive a high level of service and 1694 responsiveness.