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City of Santa Ana, California Section 6. Proposal Evaluation Process 3. Management and Customer Service Systems Demonstrated capabilities of the company's existing management and customer service systems' abilities to track and monitor contract compliance, quality of collection service, and call center responsiveness and to report data required (see Article 8 of the Franchise Agreement). In the event the company proposes use of a new or modified system, the extent to which such system has the potential to meet the, City's needs and contract requirements will be evaluated. 4. Key Personnel Qualifications Extent and relevance of the qualifications and experience of key personnel proposed for the transition team and on-going management of the City's collection operations. 5. Past Performance Record Review of company's history with litigation and regulatory action (e.g., nature of past and pending civil, legal, regulatory, and criminal actions; history and nature of payments of liquidated damages); regulatory compliance related to equipment and facilities including compliance with land use permits, storm water discharge permits, state highway requirements, etc.). 6. Financial Stability Financial strength and ability of company to acquire equipment and provide financial assurance of performance based on review of its audited financial statements and its proposed financing plan and the relationship of the City's Franchise Agreement to the company's total annual revenues. 7. Jurisdiction Satisfaction Satisfaction of company's references with the services received in the past 10 years (including, but not limited to, implementation, customer service, call center, billing, payment of fees, reporting, and the handling of contractual issues). 6.2.3 Proposal for Collection and Diversion Services 1. Collection Approach Reasonableness and reliability of the proposed collection methods (e.g., technology, equipment, and containers); reasonableness of productivity and operating assumptions (i.e., number of routes, route drivers, route hours, stops per route, and other operating statistics), if applicable; and reasonableness of assumptions. 2. Collection Facilities Plan for providing the facilities needed for equipment storage and parking, maintenance, and administration. Level of assurance provided, if any, about site acquisition and timely development of necessary facilities if not proposing an existing, operational and permitted facility. DRAFT RFP for Franchised Collection Services 11/28/17 Page 43 65A-60