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^ Review data tracking and reporting procedures; and <br />^ Review contractor's quarterly and annual reports for accuracy and completeness. <br />Based on the results of the review, R3 will document our findings. <br />Task 1.3.4 Vehicle Maintenance, Repair and Replacement Review <br />In conjunction with On-site and Field Observations, and Task 1.3.2 discussed above, the vehicle <br />maintenance, repair and replacement review may include, the following tasks: <br />^ Review maintenance procedures, maintenance schedules, and records (daily, monthly, <br />etc.), for residential and commercial collection vehicles; <br />^ Review daily pre- and post-trip inspection practices, and communication between drivers, <br />dispatchers and maintenance personnel as it relates to daily repair; and <br />^ Review vehicle inventory records (including back-up vehicles) for compliance with <br />Exhibit E. <br />Based on the results of the review, R3 will document our fmdings and prepare <br />recommendations regarding ACI's existing vehicle maintenance and repair practices, as <br />appropriate. <br />Task 1.3.5 Customer Service Review <br />R3 will review the current customer service functions and structure utilized by the City and ACI. <br />This will include the protocol for addressing customer complaints and service interruption <br />procedures. Complaint logs will be reviewed and classified into complaint categories, if not <br />already delineated, and missed-pickup records will be reviewed to identify and report statistics of <br />chronically missed customers by customer type and service rendered. We will also review the <br />responsiveness of ACI customer service representatives to customer inquiries, requests and <br />complaints, average telephone response times (including a sample during at least one quarterly <br />billing period), courteousness of representatives, accuracy of information given, and willingness <br />and ability to resolve complaints (where applicable).4 <br />In support of our review of the customer service function, R3 will contact a sample of customers <br />that have reported complaints to ACI (as documented in the customer complaint log) to gauge <br />their satisfaction with ACI's response to their complaint. As an option, R3 can also conduct a <br />random sampling telephone survey of ACI's customers to document the level of satisfaction. <br />In the performance of this subtask, R3 will conduct separate interviews with customer service <br />and billing staff. This will allow us to review the internal organizational processes for the <br />following customer service and billing functions: <br />^ Data exchange and communication between customer service, routing, marketing sales, <br />billing, and operations; <br />^ Responding to calls from residential and commercial customers regarding inquiries for <br />new service; <br />^ Establishing new customer accounts in the billing system; <br />^ Coordinating delivery of refuse and recycling bins or carts; <br />^ Establishing service level and collection frequency for new accounts; <br />^ Establishing start-dates and service initiation for new accounts; <br />^ Establishing end-dates and service termination for closed accounts; <br />° The determination of average telephone response times assumes that the ACI's phone system has the necessary <br />tracking functions that would provide for such an analysis. <br />Consulting Services Agreement between 3/14/2005 <br />City of San Leandro and R3 Consulting Group, Inc. Page 23 of 23 <br />