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^ The process and procedures for addressing customer complaints and calls, including <br />missed collection, broken or stolen carts, etc. <br />^ How special billing arrangements for non-standard services are competed; <br />^ Resolving delinquent payment accounts; <br />^ Resolving billing inquiries and complaints; <br />^ Generating and updating route lists; <br />^ Processing and closing work orders in the customer service system; <br />^ Tracking of bin placement by number and address; and <br />^ Confirming delivery of bins, or carts. <br />Based on the information collected in our review, information accumulated in prior tasks, and <br />experience with other clients, we will make recommendations in the Draft and Final Report. <br />Deliverables <br />Task 1 includes the following deliverables: <br />^ Document request list; <br />^ Review of submitted documentation; <br />^ Five copies of a letter report summarizing the findings from the document review; <br />^ Draft meeting agenda submitted to City; <br />^ Final meeting agenda submitted to City and ACI; <br />^ Proposed report and presentation formats; <br />^ Franchise Agreement Compliance Checklist (Task 1.3.1); <br />^ Review and confirmation of project approach, schedule, budget, communication protocol, <br />etc; <br />^ Participation during Project Kick-off Meeting with City Staff, and then with City Staff <br />and ACI; <br />^ Additional Data Request, as necessary; <br />^ Franchise Agreement Compliance Checklist; <br />^ Meetings with ACI to review records and data; <br />^ Field observations;s <br />^ A draft summary of findings will be presented to City Staff for review; <br />^ A meeting with the City Staff to discuss the review findings; <br />^ A meeting with the ACI to discuss the review findings; and <br />^ Draft and Final Report (letter report) as discussed in Task 3. <br />Task 2 Financial Compliance Assessment <br />Objective - To determine if service rates have been properly calculated,• if customers are <br />charged the proper service rate based on their service level; i f service rate <br />revenues are properly recorded and accounted for by the contractor; the status of <br />delinquent accounts and collections; and if franchise fees and neutrality payments <br />are properly calculated, paid and received. <br />In order to meet this objective, our Project Approach includes the following four sequential <br />steps. <br />Step 1: Test to verify that the annual adjustments to the service rates were performed <br />correctly since the execution of the Agreement, and that current rates are <br />s This will be coordinated with Task l ,3 to verify customer account information. <br />Consulting Services Agreement between 3/l4/2005 <br />City of San Leandro and R3 Consulting Group, Inc. Page 24 of 24 <br />