65B - SOLID WASTE RFP - Laserfiche WebLink

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City of Santa Ana, California Section 3. Scope of Requested Collection Services Once a payment is 30 days past due, Contractor shall send to the Customer a notice that service will be suspended if payment is not made within an additional 30 days. Service may only be suspended after these minimum time periods and notice. City will not be responsible for or assist with the collection of delinquent accounts, except where lien authority has been established for this purpose. 3.7.2 Customer Service Contractor shall always be in compliance with Article 8.6 of the Franchise Agreement and with the provisions of the Customer Service Plan included in Contractor's Proposal. Contractor shall revise, modify and otherwise update such Plan throughout the Term as it deems necessary, or as reasonably requested by the City. 1. Local Office Location and Hours The Contractor shall maintain a publicly accessible office located within the City Service Area that provides telephone access to residents and businesses of the City and shall be open during normal business hours, which are currently 8:30 a.m. to 4:30 p.m., Monday through Friday, 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. 2. Customer Service Call Center The Contractor shall maintain a customer service call center that provides telephone access to residents and businesses of the City and is staffed by trained and experienced Customer Service Representatives (CSRs). Such office shall be equipped with sufficient telephones so that all Collection Service related calls received during normal business hours are answered by an employee within five (5) rings; shall have responsible persons in charge during Collection hours; and shall be open during normal business hours, 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 DRAFT RFP for Franchised Collection Services 11/28/17 Page 19 65B-28