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L. PROTECTION OF THE PUBLIC AND DAMAGES TO EXISTING STRUCTURES <br />1. The Contractor shall exercise caution at all times for the protection of persons and property. All fines, <br />penalties and/or repair charges resulting from the Contractor's actions shall be the sole responsibility of <br />the Contractor. <br />2. The Contractor shall not permit placing or use equipment in such a manner as to block vehicle traffic <br />lanes or create safety hazards unless engaged in traffic control operations authorized by the City. In <br />such cases, the Contractor shall only use vehicles or equipment in a safe manner as prescribed by the <br />training required by this contract. The Contractor shall be responsible for the use of all appropriate <br />warning traffic safety devices when deemed necessary. <br />3. Methods proposed by the Contractor and approved by the City shall not harm, deface or damage City <br />streets, street trees, sidewalks or street curbs. In the event that damage to the City's right-of-way has <br />occurred in the course of work, the Contractor shall be solely responsible for its repair or replacement. <br />M. SPECIFICATIONS <br />This scope of services is intended to cover all labor, material and standards of workmanship to be <br />employed for in this work plan or reasonably implied by terms of same. Work or materials of a minor <br />nature which may not be specifically mentioned, but which may be reasonably assumed as necessary <br />for the completion of this work, shall be performed by the Contractor as if described in the <br />specifications. <br />N. CUSTOMER SERVICE <br />Contractor shall provide service, which is accessible, courteous, responsive, timely, equitable and given <br />in the spirit of professionalism and mutual respect. All Contractor personnel are a reflection of the City <br />of Santa Ana and as such are expected to: <br />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, products and <br />service in an accurate, organized and complete manner. Determine that the customer's request has <br />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 />O. RECORDS <br />The Contractor shall keep accurate records concerning all of his/her employees or agents and provide <br />the City with names and telephone numbers of emergency contact employees. The Contractor shall <br />complete a monthly report indicating work performed, including GPS maps of routes (if required by City) <br />and submit this completed report to the City Projects Manager or designee. This report should also <br />contain a description of work performed, including personnel hours, equipment, and any additional <br />work, which the Contractor deems to be beyond the scope of the contract. Payment for this work will <br />City of Santa Ana Police Department <br />Request for Proposals for Parking Control Enforcement Services <br />Page 15 <br />25F-35