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2. Santa Ana Priority <br /> Great Western Reclamation prides itself on its unparalleled record of service to <br /> the City of Santa Ana, its residents and its businesses. We are dedicated to <br /> Santa Ana, which is our company home, the home of many of our employees, and <br /> a majority of our first and largest customer. <br /> 3. Uninterrupted Service <br /> Great Western is able to continue and expand its services without interruption <br /> in the City of Santa Ana due to its extensive commitment of facilities, equipment <br /> and human resources. <br /> Further, because of our extensive history here, and the local employee base <br /> we maintain, we understand the social and business culture of the community and <br /> can adjust to its needs and concerns. <br /> 4. Future Enhancements <br /> Customer service is at the heart of a major company-wide commitment to <br /> employee training and development. Our Expanded Management System (EMS <br /> see Section II-E) training is being provided to every employee in the company to <br /> reemphasize the importance of customer satisfaction. <br /> Under the new contract with Santa Ana, we will continue to communicate <br /> directly with residential and business customers regularly to measure our <br /> performance. We will continue to provide a variety of special services at no cost <br /> to the City or its residents, such as: <br /> • Guaranteed disposal of waste over the term of the contract <br /> • Curbside collection of bulky items <br /> • Free disposal of residential waste at our City-Cycle MRF <br /> • Recycling drop-off center <br /> • Comprehensive public education programs <br /> • Quarterly summaries of recycling and waste collection data for review by the <br /> City and the public. <br /> D. VALUE <br /> 1. Low Cost <br /> Great Western Reclamation operates efficiently and effectively based on our <br /> experience and investment in modern facilities, equipment and human resources <br /> training and procedures. In addition, our recycling experience and overall volume <br /> of business create economies of scale that maximize the value of the recyclables <br /> we process. For the new contract period, we are proposing an actual reduction <br /> in our monthly per household cost while providing additional services. Also, for <br /> commercial services, we are proposing to reduce the cost and, as with residential <br /> services, offer additional services. <br />