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The Contractor shall provide monthly phone customer service logs from the public, indicating <br />name, date, time and phone number of caller, reason for request, response/action by <br />Contractor and time required to address request. Such logs shall be accurate and truthful. <br />The Contractor shall permit the City to inspect and audit its books and records regarding City - <br />provided services at any reasonable time. <br />XXIV. AFTER -HOUR EMERGENCY SERVICES <br />The Contractor will provide the City with names and telephone numbers of at least two qualified <br />persons who can be called by City representatives when emergency maintenance conditions <br />occur during hours when the Contractor's normal work force is not present in the City. These <br />Contractor representatives shall respond to said emergency within one (1) hour from receiving <br />notification. The City anticipates the need for this service of up to five -occurrences per year. <br />XXV. MATERIALS AND EQUIPMENT <br />A. The Contractor shall make all reasonable effort to purchase equipment and materials In <br />the City and to utilize Santa Ana vendors. Such efforts shall be provided to the City. The <br />City shall have the ability to provide a list of possible Santa Ana vendors to the Contractor. <br />B. Contractor shall furnish all labor, equipment tools, and materials and supplies including <br />Personal Protective Equipment (PPE), such as face mask respirator (N- 95) gloves, coverall <br />suits, trash bags and the skills and training required to perform all services listed above and <br />per Cal -OSHA requirements. <br />XXVI. CUSTOMER SERVICE <br />Contractor shall provide service, which is accessible, courteous. responsive. timely. <br />eauitable and aiven in the spirit of professionalism and mutual respect. A Contractor <br />equipment operator is an extension of the City of Santa Ana Public Works, and as such is <br />expected to: <br />1. Interact with customers and City officials, whether in person or on the phone, in a pleasant, <br />respectful and professional manner. <br />2. Give full attention to each customer's needs by asking questions. Provide information, <br />products and service in an accurate, organized and complete manner. Determine that the <br />customer's request has been fulfilled. <br />3. Comply with all federal, state, county, and city laws and regulations. <br />4. Use adequate equipment that is kept clean and neat at all times. <br />5. Train other Contractor employees to be polite and courteous during public contact. <br />6. Employ truth and accuracy in reporting customer service records. <br />XXVII. DEFINITIONS <br />1. Clean Street Condition - Clean streets with no debris trails left behind <br />2. Contractor - Refers to the individual, partnership, or corporation that is awarded a contract <br />by the City upon conclusion of this RFP process. <br />3. City Holidays Observed - New Year's Day, Martin Luther King, Presidents' Day Memorial <br />Day, Independence Day, Labor Day, Veterans Day, Thanksgiving Day, Day After <br />Thanksgiving, Christmas Eve and Christmas Day. <br />4. Curb Mile - measurement of curbing of streets and medians and equal to 5,280 linear feet. <br />5. Curb -to -Curb - area within the curb limits of the street including medians, intersections and <br />