25F - AGMT EXTENSION OF THE SOLID WASTE SERVICES

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CITY OF SANTA ANA DRAFT SCOPE OF WORK shall provide its rationale for the proposed staffing level. Describe the work schedule of the CSRs. Provide the number of CSR supervisory staff and describe their responsibilities. Proposer shall describe its training strategy for CSRs and CSR supervisory staff. 9.3 WEBSITE CONTRACTOR will develop and maintain a website dedicated to services provided in the CITY that is accessible by the public. The website will include answers to frequently asked questions; rates for Collection Services; Recyclable Materials, Yard Waste and Organic Waste specifications; proper Bulky Waste and Household Hazardous Waste disposal procedures; and other related topics. The CONTRACTOR's website will provide the public the ability to e-mail complaints to CONTRACTOR and request services or service changes. CONTRACTOR shall describe how the website will allow customers to submit inquiries or complaints, request new service or change in service, and request on-call Bulky Item services. In addition, CONTRACTOR shall explain if it plans to manage the website with in-house staff or if a subcontractor will be used. CONTRACTOR shall disclose the subcontractor that will be used. 9.4 CUSTOMER INFORMATION SYSTEM REQUIREMENTS CONTRACTOR is required to use a customer information system with software applications capable of documenting all correspondence between CONTRACTOR and customers, and any other applicable service or customer contact information. CONTRACTOR shall also provide a description of the capabilities of the software system to create summary reports. 9.5 COMPLAINT RESOLUTION A. Communication Explain how communications will occur between company's operations with a minimum feedback loop between customer service, billing, collection operations, and recycling staff. Describe how the customer service information system interfaces with routing and billing systems. B. Resolution Process Explain the process for resolving complaints, specified time periods for resolving complaints, responsibility for resolving complaints, and final resolution. This description will explain procedures to satisfactorily respond to, record, and report common customer complaints such as: missed pick-ups (i.e., both individual accounts and multiple accounts on whole blocks or along a section of a street); spills and litter resulting from collection; collection schedule changes; broken or missing containers; improperly prepared set -outs; noise complaints; traffic and sidewalk obstruction during collection; and safety around collection vehicles during operations. 10. BILLING REQUIREMENTS CONTRACTOR will provide billing services to all Multi -Family, Commercial and Roll -Off service customers: 10.1 SUBMITTAL REQUIREMENTS Proposers will submit the following: 12 25F-76