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City of Santa Ana, California Section 3. Scope of Requested Collection Services which are currently 8:00 a.m. to 5:00 p.m., Monday through Friday, and 8:00 a.m. to noon on Saturdays, except for Holidays. Office hours may be adjusted at the discretion of Contractor only after appropriate notification is provided to all Customers and provided that offices are open for business at least eight (8) hours per day Monday through Friday, except for Holidays. The Contractor shall provide either a telephone answering service or a mechanical device to receive Service Recipient inquiries during those times when the office is closed. Calls received after normal business hours shall be addressed the next morning the office is open. 3. Local Telephone Number and Equipment Contractor's principal office shall be accessible by a local (toll-free to Customers) telephone number at least during the office hours specified in Article 8.6 of the Franchise Agreement. The telephone number shall be listed under Contractor's name in the local telephone directory and as appropriate on Collection vehicles and Containers. The Contractor shall have sufficient equipment in place and staff to handle the volume of calls experienced on the busiest days and such telephone equipment shall record the responsiveness (e.g., call hold -time, abandoned calls, etc.) to calls. Recording of Contractor's responsiveness to calls shall include, at a minimum, all items included in the "Service Quality and Reliability" and "Customer Service" performance standards listed in the Franchise Agreement. An answering machine or voicemail service shall record Customer calls and voice messages during hours the office is closed or outside times calls are not being answered. 4. Emergency Telephone Number Contractor shall maintain an emergency telephone number for use outside Contractor's office hours. The emergency telephone number shall be listed as an emergency number under Contractor's name and under the City in the local telephone directory. Contractor shall have a representative, or an answering service to contact such representative, available at Contractor's emergency telephone number during all hours other than Contractor's office hours. 5. Multilingual/TDD Service Contractor shall always maintain the capability of responding to telephone calls in English, Spanish, and such other languages as the City may direct, employing a service such as ATT Language Line. Contractor shall always maintain the capability of responding to telephone calls through Telecommunications Device for the Deaf (TDD) Services. These capabilities shall be maintained for both the local telephone number and the emergency telephone number. 6. 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 DRAFT RFP for Franchised Collection Services 65A-37 11/28/17 Page 20