My WebLink
|
Help
|
About
|
Sign Out
Home
Browse
Search
25H - AGMT - STREET SWEEPING SERVICES
Clerk
>
Agenda Packets / Staff Reports
>
City Council (2004 - Present)
>
2012
>
07/16/2012
>
25H - AGMT - STREET SWEEPING SERVICES
Metadata
Thumbnails
Annotations
Entry Properties
Last modified
7/12/2012 5:31:47 PM
Creation date
7/12/2012 5:31:28 PM
Metadata
Fields
Template:
City Clerk
Doc Type
Agenda Packet
Agency
Public Works
Item #
25H
Date
7/16/2012
Destruction Year
2017
There are no annotations on this page.
Document management portal powered by Laserfiche WebLink 9 © 1998-2015
Laserfiche.
All rights reserved.
/
120
PDF
Print
Pages to print
Enter page numbers and/or page ranges separated by commas. For example, 1,3,5-12.
After downloading, print the document using a PDF reader (e.g. Adobe Reader).
View images
View plain text
Another important aspect of our quality control plan is outstanding Customer Service. Some key <br />points are: <br />Our toll-free number is (888) 336-6100. <br />Y LIVE Telephone coverage begins at 7:00 a.m., six days a week. <br />10, 24 hour Message system <br />r Same day resolution of all inquiries. <br />y Multilingual staffing during all business hours. We can translate over 175 languages! <br />Area Supervisor is always available to be dispatched for special requests and customer concerns. <br />y Professional and courteous customer service staff. <br />Proper staffing levels to handle customer concerns promptly. <br />Customer Service and Billing Department telephone numbers are published on every invoice and <br />are also located on all of our trucks and equipment. We are listed in the printed phone book and <br />the Internet Yellow Pages and our home on the Internet is located at www.AthensServices.com. <br />Athens owns and operates an IBM AS400 main frame computer <br />system to process customer inquiries. All Customer Service <br />Representatives are "on-line"" and have immediate access to each <br />customer's service information. <br />Athens responds to complaints <br />system. All inquiries are logged <br />following information: <br />through an inquiry processing <br />into a central computer with the <br />- Date/Time <br />- Inquiry Type (i.e., service request, extra service, etc <br />- Supervisor Area <br />- Route Number/Truck Number <br />Inquiries requiring immediate action are radioed via Nextel Direct to the Area Supervisor and truck <br />driver. All calls are responded to by the supervisor who determines the root cause of the issue. A <br />follow-up call is made to the customer to determine that he/she is pleased with our response. All <br />inquiries will be responded to within 24 hours. The disposition of each inquiry is then logged into the <br />computer. Daily inquiry status reports are reviewed by several members of the management team. <br />Inquiry and disposition data is maintained for many years. <br />Our website, ww".AthensServices.com, also provides for <br />communication during and after business hours for the convenience of <br />our customers. There is detailed information about our services, <br />]a brochures and other informative publications which can be downloaded, <br />:_._. and links to other sites to assist our customers 24 hours per day. <br />w„ Customers can send us e-mail requests for information regarding any of <br />our services. <br />E-mails sent during the day typically receive responses within an hour and those received after <br />business hours receive responses very early the next day. There is also a 24-hour on-line survey that <br />our customers can fill out which provides us with valued information that we use to continually <br />improve our services. <br />As required by the RFP, Athens will participate in extensive public awareness efforts and community <br />events and programs, such as neighborhood clean-up events and anti-litter campaigns. <br />One of Athens true strengths is our government affairs management team. We have extensive <br />experience in producing the materials that help facilitate seamless transitions. This group's role will <br />be to work with the citizens and business owners of Santa Ana for the change to Athens Services and <br />25H-90
The URL can be used to link to this page
Your browser does not support the video tag.