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(9) CITY OF SANTA ANA performing towing services for a law enforcement agency are highly desirable but not required. If the owner, principal or business manager possessing this requisite experience is no longer employed by the Contractor at any time during the course of the contract, the Contractor shall immediately report such change in condition to the City's Project Manager and participation on the rotation list shall be suspended until a new owner, principal or business manager is identified and approved. 3. The Contractor shall be required to have a dispatcher on -duty 24-hours per day with the capability to communicate instantly with all trucks and/or drivers assigned to this project. 4. All requests for tow services shall be acknowledged or refused within three (3) minutes by the Contractor's dispatcher and response to the scene shall occur within 20 minutes from the time the Contractor is notified by the Police Department's Communications Division. a. The 20-minute response time applies only to tow requests requiring a Class A tow truck. b. The Contractor shall be required to comply with this requirement by providing appropriate staffing levels and, if necessary, strategically staging personnel during peak traffic times to allow drivers sufficient time to arrive while complying with all traffic laws and regulations in their response to service requests. c. For any request requiring a Class B, C or Class D tow truck, the Contractor shall have the necessary equipment on scene within 45 minutes of notification by the Police Department's Communications Division if a Department employee identifies the need for such equipment or when determined by the Contractor's employee after responding to the scene and assessing the situation. 5. The Contractor shall be required to have a minimum of one (1) driver on duty 24-hours per day, seven (7) days per week. In addition, the Contractor shall have at least one (1) other driver on -call or stand-by. 6. The Contractor will also be required to maintain office hours between 8:00 am and 5:00 pm, seven (7) days a week, 365 days per year so vehicle owners can retrieve stored or impounded vehicles. An applicable gate fee may apply for vehicle releases after normal business hours. D. CONTRACTOR AND PROJECT MANAGEMENT REQUIREMENTS 1. The Contractor shall furnish all personnel necessary to fulfill the obligations of this RFP. 2. A list identifying the names of all personnel assigned to work on this project on behalf of the Contractor shall be provided to the City's Project Manager or designee. This information shall include the name, date of birth, driver's license number, social security number, business and residence addresses, the Contractor's Project Manager and secondary supervisor, and all tow truck operators working pursuant to this agreement. 3. The Contractor shall identify the person assigned as the Contractor's Project Manager for this project. That person shall be available to the City during normal business hours and will be the primary contact between the City and the Contractor on matters relating to the enforcement services provided through this RFP. This person shall have substantial expertise and experience in tow and recovery operations as well as business operations for the company. RFP No. 21-060 Police Rotational Towing and Storage Services Page 22 of 39