25H - AGMT - STREET SWEEPING SERVICES

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V. CONTRACTOR'S OFFICE Contractor is required to maintain an office within a one (1) hour response time of the job site and provide the office with phone service during normal working hours. During all other times, a telephone answering service shall be utilized and the answering service shall be capable of contacting the Contractor by radio or cellular phone. Contractor shall have a maximum response time of sixty (60) minutes to all emergencies. The on-site storage of equipment used exclusively for providing service within the City will be permitted. Contractor will have full responsibility for maintaining an office and a yard. The City highly encourages the Contractor to explore possibilities of leasing space at the City Corporate Yard for office and sweeper fleet storage. W. MATERIALS AND EQUIPMENT The contractor shall make all reasonable effort to purchase equipment and materials in the City of Santa Ana and to utilize Santa Ana vendors. Such efforts shall be provided to the City. The City shall have the ability to provide a list of possible Santa Ana Vendors to the Contractor. X. PREVAILING WAGE Prevailing wage will not be required for this contract. Y. CUSTOMER SERVICE Contractor shall provide service, which is accessible, courteous, responsive, timely, equitable and given in the spirit of professionalism and mutual respect. A Contractor equipment operator is an extension of the City of Santa Ana Public Works, and as such is expected to: 1. Interact with customers and City officials, whether in person or on the phone, in a pleasant, respectful and professional manner. 2. Give full attention to each customer's needs by asking questions. Provide information, products and service in an accurate, organized and complete manner. Determine that the customer's request has been fulfilled. 3. Comply with all federal, state, county, and city laws and regulations. 4. Use adequate equipment that is kept clean and neat at all times. 5. Train other Contractor employees to be polite and courteous during public contact. 6. Employ truth and accuracy in reporting customer service records. III. DEFINITIONS 1. Curb Mile - measurement of curbing of streets and medians and equal to 5,280 linear feet. 2. Linear Mile - measurement of actual miles driven in order to satisfactorily clean streets to the City standard, which may require multiple passes depending on condition and width of street. 3. Curb-to-Curb - area within the curb limits of the street including medians, intersections and street ends. 4. Contractor Holidays - New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. 5. Inclement Weather - weather conditions that prohibit the effective operation of sweeping operations. 6. Debris - litter, rubbish, leaves, sand, debris trail, dirt, garbage, and other foreign material. 7. Street - all paved dedicated public rights-of-way within the existing or future City limits. Exhibit A - Next Page 25H-48