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City of Santa Ana, California Section S. Submittal Requirements 2. Management procedures for managing inquiries and complaints and procedures used to minimize complaints (e.g., missed pick-ups, noise, spills, etc.). 3. Description of system capability and/or procedures to ensure timely accessibility of information by jurisdictions served. 4. Description as to whether individual call centers are established for each of the Proposer's service areas or if customer calls are handled by a centralized call center, and shall identify the location of the proposed call center. 5. Indication as to whether the system is used company -wide or for select jurisdictions (listing which jurisdictions). 6. Description of how the customer service information interfaces with route data and billing data, and 7. Description of procedures used to satisfactorily respond to, record, and report common customer complaints such as: missed pick-ups; 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. 8. Description of how the company measures customer service about the call center's responsiveness and accuracy of responses, as well as the quality of collection service. Identify specific performance metrics or targets your company tracks. Provide actual reports for at least three jurisdictions that document the actual performance level against your targets including, at a minimum, average hold times of the customer service call center and missed pick-ups. 9. Identify the website that its customers use to obtain customer rates and service information, and to submit inquiries or complaints. Provide website address. 10. Provide sample customer billings. 11. Description of its procedures for dealing with customer billing demands, during the transition and throughout the term of the Collection Agreement. 5.4.5 Key Personnel Provide an organizational chart for key personnel and job descriptions indicating the qualifications and experience of key personnel the Proposer would assign to: (1) the transition team; and, (2) the ongoing management of the services provided under the Franchise Agreement. Specify the amount of time each individual will provide the services specified in the Franchise Agreement. Provide names, and phone numbers of municipal references that have worked with the key proposed management team members. At a minimum, key personnel shall include the general manager, controller, operations manager, route manager(s), customer service manager, maintenance manager, and recycling coordinator or other personnel with similar titles. 5.4.6 Past Performance Record 1. Criminal Proceedings DRAFT RFP for Franchised Collection Services 11/28/17 65A-50 Page 33