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25F - AGMT EXTENSION OF THE SOLID WASTE SERVICES
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10/17/2017
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25F - AGMT EXTENSION OF THE SOLID WASTE SERVICES
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Last modified
10/16/2017 1:54:33 PM
Creation date
10/16/2017 12:47:57 PM
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City Clerk
Doc Type
Agenda Packet
Agency
Public Works
Item #
25F
Date
10/17/2017
Destruction Year
2022
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CITY OF SANTA ANA <br />DRAFT SCOPE OF WORK <br />shall provide its rationale for the proposed staffing level. Describe the work schedule of the CSRs. <br />Provide the number of CSR supervisory staff and describe their responsibilities. Proposer shall <br />describe its training strategy for CSRs and CSR supervisory staff. <br />9.3 WEBSITE <br />CONTRACTOR will develop and maintain a website dedicated to services provided in the CITY that <br />is accessible by the public. The website will include answers to frequently asked questions; rates for <br />Collection Services; Recyclable Materials, Yard Waste and Organic Waste specifications; proper <br />Bulky Waste and Household Hazardous Waste disposal procedures; and other related topics. The <br />CONTRACTOR's website will provide the public the ability to e-mail complaints to <br />CONTRACTOR and request services or service changes. <br />CONTRACTOR shall describe how the website will allow customers to submit inquiries or <br />complaints, request new service or change in service, and request on-call Bulky Item services. In <br />addition, CONTRACTOR shall explain if it plans to manage the website with in-house staff or if a <br />subcontractor will be used. CONTRACTOR shall disclose the subcontractor that will be used. <br />9.4 CUSTOMER INFORMATION SYSTEM REQUIREMENTS <br />CONTRACTOR is required to use a customer information system with software applications capable <br />of documenting all correspondence between CONTRACTOR and customers, and any other <br />applicable service or customer contact information. CONTRACTOR shall also provide a description <br />of the capabilities of the software system to create summary reports. <br />9.5 COMPLAINT RESOLUTION <br />A. Communication <br />Explain how communications will occur between company's operations with a minimum <br />feedback loop between customer service, billing, collection operations, and recycling staff. <br />Describe how the customer service information system interfaces with routing and billing <br />systems. <br />B. Resolution Process <br />Explain the process for resolving complaints, specified time periods for resolving <br />complaints, responsibility for resolving complaints, and final resolution. This description <br />will explain procedures to satisfactorily respond to, record, and report common customer <br />complaints such as: missed pick-ups (i.e., both individual accounts and multiple accounts on <br />whole blocks or along a section of a street); spills and litter resulting from collection; <br />collection schedule changes; broken or missing containers; improperly prepared set -outs; <br />noise complaints; traffic and sidewalk obstruction during collection; and safety around <br />collection vehicles during operations. <br />10. BILLING REQUIREMENTS <br />CONTRACTOR will provide billing services to all Multi -Family, Commercial and Roll -Off service <br />customers: <br />10.1 SUBMITTAL REQUIREMENTS <br />Proposers will submit the following: <br />12 <br />25F-76 <br />
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