RES 221299 - Laserfiche WebLink

City of Pleasanton Article 6. Other Related Services and Standards Franchise Agreement with Pleasanton Garbage Service City of Pleasanton Page 94 June 7, 2022 to e-mail inquiries or Complaints within twenty-four (24) hours of receipt. Contractor shall arrange for 3376 the City’s website to include an e-mail link to Contractor and a link to the Contractor’s website. Contractor 3377 shall ensure that key elements of the website, including but not limited to Collection day look-up, are 3378 accessible to view on smart phones. Contractor shall maintain a social media presence on no less than 3379 one (1) social media platform (e.g. Facebook). 3380 6.8.6 Training 3381 Customer service representatives shall receive training during each quarter of the calendar year on City-3382 specific Collection programs, service requirements, and key regulatory requirements (e.g., SB 1383). 3383 During the training, a City-specific Collection service and Rate information sheet, training agenda, and 3384 associated documentation shall be provided to and discussed with employees. Information sheet, training 3385 agenda, and associated documentation shall be forwarded by Contractor to the City each quarter after 3386 the training in accordance with quarterly reporting requirements of Section 6.3.3.E. The City may review 3387 the training materials and request changes. 3388 The Contractor shall notify the City of the date and time of the scheduled Customer service training 3389 sessions (pursuant to quarterly reporting requirements of Section 6.3.3.E) and the City may, at its option, 3390 attend the meetings. 3391 Contractor will use Customer service and outreach efforts and materials to minimize contaminants (e.g., 3392 glass and plastics). 3393 6.9 Complaints 3394 A. Service Complaints. Contractor shall maintain the ability to receive verbal Complaints and 3395 compliments through its Customer service center and shall have e-mail capabilities (accessible 3396 through the Contractor’s website) to enable Persons to communicate Complaints and compliments 3397 to Contractor via e-mail. Contractor shall be responsible for the prompt and courteous attention 3398 to, and prompt and reasonable resolution of, all Complaints. Contractor shall record in a separate 3399 log all Complaints and compliments, noting the name and address of Customer(s) involved, date 3400 and time of Complaint or compliment, nature of Complaint or compliment, and nature and date of 3401 resolution. This Complaint and compliment log shall be retained by the Contractor for the Term 3402 and shall be made available for review upon City request. In addition, Contractor shall compile a 3403 summary statistical table of the Complaint and compliment log, satisfactory to the City, and submit 3404 the table to City each quarter. 3405 Contractor shall respond to all Complaints from Generators or Customers by phone or email within 3406 twenty-four (24) hours, weekends and Holidays excluded, by informing the Customer of the action 3407 Contractor will take to remedy the Complaint or respond to the service request. In particular, if a 3408 Complaint involves a failure to Collect Solid Waste, Recyclable Materials, or Organic Materials from 3409 a Premises (missed pick-up), required by this Agreement, Contractor shall Collect the material in 3410 question within twenty-four (24) hours of receipt of the Complaint, provided the materials have 3411 been Delivered for Collection in accordance with the City Municipal Code. If Contractor fails to meet 3412 the requirements described in this Section, the Contractor shall pay the City Liquidated Damages in 3413 accordance with Section 11.6. 3414