65B - SOLID WASTE RFP - Laserfiche WebLink

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City of Santa Ana, California Section 3. Scope of Requested Collection Services record Customer calls and voice messages during hours the office is closed or outside times calls are not being answered. 4. EmergenCVTelephone 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 complaints, request new service or change in service, and request on-call Bulky Item services. In addition, Contractor shall explain if it plans to manage the website with in- house staff or if a subcontractor will be used. Contractor shall disclose the subcontractor that will be used. 7. Service Requests, Compliments, Complaints Contractor shall be responsible for the prompt and courteous attention to, and prompt and reasonable resolution of, all Customer service requests and complaints. Contractor shall record in a separate computerized log, approved as to form by the City, all complaints, noting the name and address of complainant, date and time of complaint, nature of complaint, and nature and date of resolution. The Contractor shall retain this complaint log for the Term plus three (3) years after its expiration or earlier termination. Upon request by the City, Contractor shall compile and submit a summary statistical table of the complaint log. Contractor shall respond to all complaints received within twenty-four (24) hours, weekends and Holidays excluded. In particular, if a complaint involves a failure to Collect Solid Waste, Recyclable Materials or Organic Materials from a Premises in the City, Contractor shall Collect the material in question within twenty-four (24) hours of receipt of the Complaint, provided that Generator has properly placed materials for DRAFT RFP for Franchised Collection Services 11/28/17 Page 20 65B-29