25H - AGMT - STREET SWEEPING SERVICES

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Another important aspect of our quality control plan is outstanding Customer Service. Some key points are: Our toll-free number is (888) 336-6100. Y LIVE Telephone coverage begins at 7:00 a.m., six days a week. 10, 24 hour Message system r Same day resolution of all inquiries. y Multilingual staffing during all business hours. We can translate over 175 languages! Area Supervisor is always available to be dispatched for special requests and customer concerns. y Professional and courteous customer service staff. Proper staffing levels to handle customer concerns promptly. Customer Service and Billing Department telephone numbers are published on every invoice and are also located on all of our trucks and equipment. We are listed in the printed phone book and the Internet Yellow Pages and our home on the Internet is located at www.AthensServices.com. Athens owns and operates an IBM AS400 main frame computer system to process customer inquiries. All Customer Service Representatives are "on-line"" and have immediate access to each customer's service information. Athens responds to complaints system. All inquiries are logged following information: through an inquiry processing into a central computer with the - Date/Time - Inquiry Type (i.e., service request, extra service, etc - Supervisor Area - Route Number/Truck Number Inquiries requiring immediate action are radioed via Nextel Direct to the Area Supervisor and truck driver. All calls are responded to by the supervisor who determines the root cause of the issue. A follow-up call is made to the customer to determine that he/she is pleased with our response. All inquiries will be responded to within 24 hours. The disposition of each inquiry is then logged into the computer. Daily inquiry status reports are reviewed by several members of the management team. Inquiry and disposition data is maintained for many years. Our website, ww".AthensServices.com, also provides for communication during and after business hours for the convenience of our customers. There is detailed information about our services, ]a brochures and other informative publications which can be downloaded, :_._. and links to other sites to assist our customers 24 hours per day. w„ Customers can send us e-mail requests for information regarding any of our services. E-mails sent during the day typically receive responses within an hour and those received after business hours receive responses very early the next day. There is also a 24-hour on-line survey that our customers can fill out which provides us with valued information that we use to continually improve our services. As required by the RFP, Athens will participate in extensive public awareness efforts and community events and programs, such as neighborhood clean-up events and anti-litter campaigns. One of Athens true strengths is our government affairs management team. We have extensive experience in producing the materials that help facilitate seamless transitions. This group's role will be to work with the citizens and business owners of Santa Ana for the change to Athens Services and 25H-90