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vehicle maintenance, public education and outreach efforts. CITY will conduct its evaluation and report out as needed. At CITY request, OPERATOR shall make a presentation to CITY staff reporting the OPERATOR'S results. IV. SERVICE COMPLAINTS OPERATOR shall maintain the ability to receive verbal complaints and compliments and shall have e-mail capabilities (accessible through the CITY's website) to enable persons to communicate complaints and compliments to OPERATOR via e-mail. OPERATOR shall be responsible for the prompt and courteous attention to, and prompt and reasonable resolution of, all complaints. OPERATOR shall record in a separate log all complaints and compliments, noting the name of customer(s) involved, date and time of complaint or compliment, nature of complaint or compliment, and nature and date of resolution. This complaint and compliment log shall be retained by the OPERATOR for the Term and shall be made available for review upon CITY request. In addition, OPERATOR shall compile a summary statistical table of the complaint and compliment log, satisfactory to the CITY, and submit the table to CITY along with monthly reports. OPERATOR shall respond to all complaints from generators or customers by phone or email within twenty-four(24)hours,weekends and Holidays excluded, by informing the customer of the action OPERATOR will take to remedy the complaint or respond to the service request. V. PERSONNEL The OPERATOR will be solely responsible for the hiring, firing and supervision of all employees utilized to carry out the services provided under the AGREEMENT. OPERATOR is solely responsible for the satisfactory work performance of all its employees and for payment of all its employees. OPERATOR shall hold harmless the CITY from any liability, damages, claims, costs and expenses of any nature arising from all violations of its personnel practices. The OPERATOR must comply with applicable federal, state and local employment laws. The OPERATOR must maintain an up-to-date personnel roster that will be made available to the CITY upon request. The OPERATOR must remove any personnel assigned to the project, for cause, if requested by the CITY. Project Manager The OPERATOR must designate and provide the services of a Project Manager. The Project Manager will have overall responsibility for the services delivered under the AGREEMENT. The Project Manager may designate an Operations Manager to oversee the day-to-day service delivery functions. The Project Manager, or a backup staff person with the authority to make decisions, must be available in person or by telephone to make decisions at any time during operational hours. The Project Manager should have a minimum of three years of experience in paratransit (or similar demand-response transportation) management. The OPERATOR must notify the CITY immediately if the Project Manager is replaced. Should a replacement be necessary, the OPERATOR must identify a qualified interim Project Manager who will serve until such time that the Project Manager is permanently replaced. The OPERATOR must replace