25A - AGMT - MUNICIPAL PARKING FACILITIES OPERATOR

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6. The contractor shall be required to designate an Assistant Operations Manager. This person shall have the authority over the personnel and shall be a member of the contractor's management staff with authority to represent the contractor on policy matters. 7. All shifts must be supervised. 8. The contractor shall provide and pay for all uniforms for contract personnel assigned to work in the field. a. Uniform specifications shall include a photograph or diagram and written description of the uniforms for male and female personnel and include marking(s), shirt sleeves length (short or long), shoe type, the color of shirts, pants, jacket(s) and any other relative information. As an option, the contractor may allow the employee to wear shorts of the same color as the uniform pants during the summer months. b. The Community Development Agency Director or his/her designee shall review and approve all uniforms and insignias. c. Uniforms shall be properly fit with no rips or tears and must be clean and pressed at all times to present a neat appearance. 9. If the Contractor finds it necessary to utilize substitute personnel, they are to be equal in qualifications and training to regular personnel. C. CUSTOMER SERVICE Contractor shall provide service, which is accessible, courteous, responsive, timely, equitable and given in the spirit of professionalism and mutual respect. All Contractor personnel are a reflection of the City of Santa Ana and as such are 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. Maintain working spaces, clean and free of clutter or distractions. 6. Train other Contractor employees to be polite and courteous during public contact. 7. Employ truth and accuracy in reporting customer service records. D. MAINTENANCE It is expected that the selected proposer will agree to keep the parking facilities clean and in a proper state of maintenance as referenced in Exhibit A-4 and repair other than major structural repairs, and at the termination of the Agreement, to leave the parking facilities in substantially the same condition as existed at the commencement of the Agreement, normal wear and tear expected. Selected proposer shall be responsible for repair and maintenance of any and all parking equipment City of Santa Ana Community Development Agency Request for Proposals for Parking Operations and Management Services Page 16 25A-51