Agmt 2005 R3 Consulting Group Inc

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On- Site and Field Observations We have designed the on-site and field observations to focus on four main areas: 1) Collection and processing operations; 2) Management and administration; 3) Vehicle maintenance, repair, and replacement; and 4) Customer service. In order to ensure that the on-site and field observations are conducted efficiently, R3 will work with the City and ACI in advance to develop a meeting schedule for staff interviews. On-site and field observations may include, but not be limited to, the following: ^ Interviews and discussions with ACI administration and management personnel; ^ Review and observation of ACI customer service and billing functions; ^ Interviews and discussions with ACI financial and accounting personnel; ^ Interviews with route drivers, route dispatchers, field supervisors and managers, ^ Interviews with vehicle maintenance staff and observation of maintenance practices; ^ Observation of route collection practices; and ^ Observation of operating procedures at the Aladdin Street facility. Task 1.3.1 Franchise Agreement Compliance Review R3 will review and document the items in the franchise agreement that requires ACI to meet specific performance standards, submit information or reports, perform additional services, or document operating procedures. In reviewing the franchise agreement and Operational Standards (Exhibit E), it appears that the performance requirements fall into objective (enforceable) and subjective (difficult to enforce) categories. Examples include: ^ Collection vehicles are required to be washed "at a minimum once per day ", and "steam cleaned on a regular basis so as to present a clean appearance and minimize odors." The former criterion can be documented and answered as a "yes" or "no"; whereas the latter is open to interpretation; ^ The standard for "Oil or Other Vehicle Fluid Spills" clearly states the procedures that ACI must follow for clean-up, but does not include standards for the appearance or safety of the "cleaned" area (i.e., staining, pitting, repairing road striping, ete.); and ^ While the "Contractor shall use reasonable business efforts to maximize recovery of delivered material in a manner acceptable to receive diversion credits under AB 939", the term "reasonable business efforts" is not defined and no measurable standards are included (i.e., specific diversion percentages). ^ Similar to the above, while the "Contractor shall install telephone equipment, and have available service representatives suj~cient to handle the volume of call typically experienced on the busiest days "the terms "available " "sufficient" and "busiest days " are not measurable standards. An objective standard might be, for example, a specific ratio of customer service representatives ("CSR") to the number of accounts, or a maximum number of rings or seconds for a CSR to answer a customer call. In order to conduct this portion of the review, R3 will develop a compliance checklist, including both objective and subjective requirements. We prepared a similar checklist in our compliance review project of the North Bay Corporation operations in the Town of Windsor, and it has been a very effective performance monitoring tool. Consulting Services Agreement between 3/14/2005 City of San Leandro and R3 Consulting Group, Inc. Page 20 of 20