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City of Santa Ana, California <br />Section 3. Scope of Requested Collection Services <br />practices for electronic commerce security. Contractor shall ensure that these customers are <br />compiled in a list to ensure that billing inserts are mailed directly. Contractor will promote the <br />website -based billing and payment system on all paper bills sent to Customers. <br />Contractor's website shall provide Customers with the ability to pay their bills through an <br />electronic check or credit card and include the ability for Customer billings to be automatically <br />charged on a recurring basis. Contractor shall promote the website- based billing and payment <br />system on all paper bills sent to Customers. Contractor shall prepare, mail, and collect bills from <br />Customers who decline to use such internet-based billing system. Contractor shall make <br />arrangements to allow Customers to pay bills by cash, check, electronic check, money order, <br />and credit/debit card. <br />1. Temporary and Permanent Roll -Off Box and Temporary Bin Customers <br />For individually serviced Customers who request Temporary roll -off box and/or <br />Temporary bin service, the Contractor will accept major credit cards for payment. All <br />credit card transactions will be documented on the customer account with all associated <br />service data. For Permanent roll -off box customers, the Contractor will invoice monthly <br />or semi-monthly in arrears with payment due within 15 days from the invoice date. <br />2. Delinquent Accounts <br />Once a payment is 30 days past due, Contractor shall send to the Customer a notice that <br />service will be suspended if payment is not made within an additional 30 days. Service <br />may only be suspended after these minimum time periods and notice. City will not be <br />responsible for or assist with the collection of delinquent accounts, except where lien <br />authority has been established for this purpose. <br />3.7.2 Customer Service <br />Contractor shall always be in compliance with Article 8.6 of the Franchise Agreement and with <br />the provisions of the Customer Service Plan included in Contractor's Proposal. Contractor shall <br />revise, modify and otherwise update such Plan throughout the Term as it deems necessary, or <br />as reasonably requested by the City. <br />1. Local Office Location and Hours <br />The Contractor shall maintain a publicly accessible office located within the City Service <br />Area that provides telephone access to residents and businesses of the City and shall be <br />open during normal business hours, which are currently 8:30 a.m. to 4:30 p.m., Monday <br />through Friday, except for Holidays. Office hours may be adjusted at the discretion of <br />Contractor only after appropriate notification is provided to all Customers and provided <br />that offices are open for business at least eight (8) hours per day Monday through <br />Friday, except for Holidays. <br />2. Customer Service Call Center <br />The Contractor shall maintain a customer service call center that provides telephone <br />access to residents and businesses of the City and is staffed by trained and experienced <br />Customer Service Representatives (CSRs). Such office shall be equipped with sufficient <br />telephones so that all Collection Service related calls received during normal business <br />hours are answered by an employee within five (5) rings; shall have responsible persons <br />in charge during Collection hours; and shall be open during normal business hours, <br />DRAFT RFP for Franchised Collection Services <br />65A-36 <br />11/28/17 Page 19 <br />