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5-Year Review <br />and <br />Assessment of <br />Contract <br />Services <br />IZ3 <br />of the type of additional analysis and reporting that could be <br />undertaken include the number of accidents by type of vehicle, <br />type of service, time of day, day of week, years of driver service, <br />and specific function being performed at the time of the accident. <br />This type of analysis and "slicing and dicing" of data requires a <br />relatively small investment of staff time and may lead to valuable <br />insights upon which specific actions and attentions can be <br />devoted. As an example, the Company may find that the majority <br />of vehicle accidents/employee injuries occur early in the day or <br />later in the day, or on Monday's or Friday's, leading to a "No <br />Accident/Injury Monday" or "No Accidents/Injuries After Noon" <br />campaign. <br />We also suggest that the Company formally track and report the <br />OSHA Form 300A and compare that data to at of its related <br />parties. Additionally, we suggest that the ~ mpany institute a <br />more detailed diagnostic review process to Accidents and <br />Incidents including tracking and report~f~f~f"oric ~`~ata (e.g., What <br />is the trend in the number and types of accident Have efforts <br />undertaken to address specific ~~es and cause~~ accidents <br />proved effective, etc.) '~~~ ,~, <br />9.2 Customer Serv <br />Enhanced Customer Se <br />~$: <br />A related party of ~~ie Company ~~~;~ fit amore advanced <br />customer service/GPS ~ystF~1~ ~n ~~ts Sa+~Jose franchise. This <br />system provides'-for enhanced_routing and route analysis and <br />tracking of custor~~~r ,service issues. The City may wish to <br />consider the poteiit~~71 for mc'por~~ti~ig similar enhanced customer <br />.~s;n <br />servic ~ ~iorts into th~~ Company's operations. <br />~~ <br />Quarte ~ ,and Annual Reporting Requirements <br />9. ~ ~ Reportirt~ : y <br />We recorrl~~nd tk~t the City and Company review the current <br />Quarterly ancf.~nnual Report requirements for purposes of <br />identifying any~`appropriate modifications to the requirements <br />and/or changes to the format of the information provided. The <br />objective of such a review would be to assure that the reports <br />provide the City with the information necessary to enable it to <br />effectively track and evaluate the Company's performance. It may <br />find that there is information not currently reported that should be <br />(e.g., and/or that certain information currently provided may not be <br />necessary or particularly useful in its current format (e.g., does the <br />City need hard copies of account names and addresses included <br />in the Annual Report?). <br />We suggest that the City and Company consider including the <br />following data (both current year and historical results and trends) <br />Page 32 <br />