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C. CUSTOMER SERVICE <br />Contractor shall provide service, which is accessible, courteous, responsive, timely, <br />equitable and given in the spirit of professionalism and mutual respect. All Contractor <br />personnel are a reflection of the City 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 <br />pleasant, respectful and professional manner. <br />2. Give full attention to each customer's needs by a ing questions. Provide <br />information, products and service in an accurate, orga and complete manner. <br />Determine that the customer's request has been fulfill <br />3. Comply with all federal, state, county, and city <br />4. Use adequate equipment that is kept <br />5. Train other Contractor employees to <br />6. Employ truth and accuracy in reportin <br />D. MAINTENANCE / OPERATI <br />la lations. <br />'neat at all ti <br />and courteous duri lic contact. <br />ier Ae records. <br />It is expected that the Selected ose ree to the parking facilities clean <br />and in a proper state f maintena and r th ajor structural repairs, and <br />at the terminatio reeme th g facilities in substantially the <br />same conditio xis the co ement of a Agreement, normal wear and <br />tear expecte elected p oser sh a responsible for repair and maintenance of <br />any and al ing equip at the expense, subject to City's written approval <br />except in cas merg ich c otification shall be oral. Selected proposer <br />may be require Ll rvices related to the parking garage which <br />m impl g a parkin inding program within the structures, parking <br />em in th king facilities, and /or parking operations studies. <br />QUIRED CONCTOVNTIFICATION SIGNAGE <br />C anta Ana au zed contractors will be required to have identification signage on all <br />vehic all times working in an official capacity for the City. Such signage shall be <br />of a p Tonal er and maintained neat in appearance, free of graffiti, easily <br />identifiable i d condition. All costs associated with the fabrication of such signage <br />shall be bor e Contractor. Such signage design shall be pre- approved by the <br />Signage type and material shall be plastic with magnetic backing, painted signage on <br />vehicle or similar. Taped vehicle signage will not be allowed. <br />F. INSPECTIONS <br />A representative from the City shall regularly inspect the operations and management and <br />other areas subject to this Agreement to ensure that the work is being, and has been, <br />performed in accordance with the terms identified in this agreement. All work found in such <br />7 <br />19C -9 <br />