GREAT WESTERN RECLAMATION, INC. TECHNICAL PROPOSAL PART 1

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E. ADMINISTRATION 1. Customer Service Our business office is open to the public from 8:00 a.m. to 5:00 p.m. daily with extended telephone coverage from 7:00 a.m. to 5:30 p.m. Our office is closed Sundays and we observe six holidays a year (New Year, Memorial, Independence, Labor, Thanksgiving and Christmas Day). On days that the office is closed, we have an answering system designed to provide information about our business hours and service. We also have in place a bilingual Santa Ana Recycling Hotline, which we are proposing to continue and expand. Additional future enhancements to our customer outreach are described in the public education element of this section. Our office staff has an average of 4 years work experience in the solid waste industry. In addition, each of our customer service representatives is given training and provided with new state-of-the-art computer systems that enables them to efficiently respond to customer requests. 2. Expanded Management System The waste management industry is continuously changing. Environmental regulations are becoming more challenging, customers are becoming more demanding and the competition is getting tougher. As the leader in the industry, Waste Management and Great Western are pro-actively positioning ourselves to meet these ever increasing challenges by enabling our people to acquire new skills and abilities that will assist us in meeting the demands of the '90s. The Expanded Management System (EMS) is the term used to describe the expansion of our current management system that focuses on customer satisfaction, people participation, environmental performance and shareholder growth. All Great Western Reclamation employees will receive a two day course on the Expanded Management System. The new skills developed will enhance our ability to meet the increasing needs and expectations of our Customers, prepare and 22