RES 221299 - Laserfiche WebLink

City of Pleasanton Article 6. Other Related Services and Standards Franchise Agreement with Pleasanton Garbage Service City of Pleasanton Page 93 June 7, 2022 6.8.3 Availability of Representatives 3336 The office shall be staffed with a sufficient number of Persons capable of accepting payments from 3337 Customers, answering service questions, changing Customer Service Levels, and resolving other Customer 3338 service issues in a timely manner, and in accordance with the performance measures described in Exhibit 3339 E. At a minimum, Contractor shall employ one (1) full time Customer service manager and four (4) full-3340 time Customer service representatives dedicated to serving the City and its Customers. A representative 3341 of the Contractor shall be available from 8:00 a.m. to 6:00 p.m. Monday through Friday to communicate 3342 with the public in person and by telephone. 3343 A voice mail service or program shall be available for Persons to leave a message during non-business 3344 hours. Contractor shall return calls received during non-business hours no later than 5:00 p.m. of the 3345 following Business Day. If Contractor fails to meet the requirements described in this Section, the 3346 Contractor shall pay the City Liquidated Damages in accordance with Section 11.6. 3347 Contractor shall provide City with the names and telephone numbers of contact Persons available during 3348 office hours and of emergency contact Persons who will be available during hours when the office is 3349 closed. 3350 Customer service personnel shall maintain a log documenting each Complaint or inquiry received and 3351 listing for each entry the following: date, time, Customer name and address, description of Complaint or 3352 inquiry, and resolution of the Complaints. Copies of this log shall be made available upon City request. 3353 6.8.4 Telephone 3354 Contractor shall maintain a telephone system in operation at its office from 8:00 a.m. to 6:00 p.m. and 3355 shall have staff available to answer calls. Contractor shall install telephone equipment sufficient to handle 3356 the volume of calls typically experienced on the busiest days and such telephone equipment shall be 3357 capable of recording a variety of call statistics (e.g., average hold time, average talk time, dropped calls, 3358 etc.). Contractor’s phone system shall be TDD compatible for the hearing impaired. Customer service 3359 representatives shall be available to speak to non-English-speaking Customers (at a minimum, in the 3360 languages determined by Section 5.17.3). If Persons are unable with reasonable effort to reach 3361 Contractor’s office by phone, or are subject to waiting time “on hold” of more than two (2) minutes prior 3362 to reaching a Customer service representative, City may require that Contractor install additional 3363 telephone lines or hire additional Customer service representatives. Liquidated Damages may be levied 3364 for repetitive Complaints regarding waiting time longer than two (2) minutes in accordance with Section 3365 11.6. 3366 6.8.5 Online Tools 3367 Contractor shall develop and maintain a publicly-accessible website describing services provided in the 3368 City. The site shall include a description of all Collection services and details related to their 3369 implementation, answers to frequently asked questions, Rates for Single-Family, Multi-Family, 3370 Commercial, and Drop Box Service, Recyclable Materials and Organic Materials Customer set-out 3371 specifications, Collection service schedule and map, Holidays that impact Collection service schedule and 3372 related set-out instructions, and other related topics. The website shall enable Customers to look up their 3373 regularly scheduled Collection day by address or street name. The website shall also allow a Customer to 3374 e-mail a question, compliment, or Complaint to the Contractor and Contractor shall provide a response 3375