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6. The contractor shall be required to designate an Assistant Operations Manager. This person <br />shall have the authority over the personnel and shall be a member of the contractor's <br />management staff with authority to represent the contractor on policy matters. <br />7. All shifts must be supervised. <br />8. The contractor shall provide and pay for all uniforms for contract personnel assigned to work in <br />the field. <br />a. Uniform specifications shall include a photograph or diagram and written description of the <br />uniforms for male and female personnel and include marking(s), shirt sleeves length (short or <br />long), shoe type, the color of shirts, pants, jacket(s) and any other relative information. As an <br />option, the contractor may allow the employee to wear shorts of the same color as the <br />uniform pants during the summer months. <br />b. The Community Development Agency Director or his /her designee shall review and approve <br />all uniforms and insignias. <br />c. Uniforms shall be properly fit with no rips or tears and must be clean and pressed at all times <br />to present a neat appearance. <br />9. If the Contractor finds it necessary to utilize substitute personnel, they are to be equal in <br />qualifications and training to regular personnel. <br />C. CUSTOMER SERVICE <br />Contractor shall provide service, which is accessible, courteous, responsive, timely, equitable and <br />given in the spirit of professionalism and mutual respect. All Contractor personnel are a reflection of <br />the City of Santa Ana and as such are expected to: <br />1. Interact with customers and City officials, whether in person or on the phone, in a pleasant, <br />respectful and professional manner. <br />2. Give full attention to each customer's needs by asking questions. Provide information, products <br />and service in an accurate, organized and complete manner. Determine that the customer's <br />request has been fulfilled. <br />3. Comply with all federal, state, county, and city laws and regulations. <br />4. Use adequate equipment that is kept clean and neat at all times. <br />5. Maintain working spaces, clean and free of clutter or distractions. <br />6. Train other Contractor employees to be polite and courteous during public contact. <br />7. Employ truth and accuracy in reporting customer service records. <br />D. MAINTENANCE <br />It is expected that the selected proposer will agree to keep the parking facilities clean and in a <br />proper state of maintenance as referenced in Exhibit A -4 and repair other than major structural <br />repairs, and at the termination of the Agreement, to leave the parking facilities in substantially the <br />same condition as existed at the commencement of the Agreement, normal wear and tear expected. <br />Selected proposer shall be responsible for repair and maintenance of any and all parking equipment <br />City of Santa Ana Community Development Agency <br />Request for Proposals for Parking Operations and Management Services <br />Page 16 <br />