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City of San Leandro <br />Solid Waste Post Collection Services <br />39 <br /> <br />3. Expansion and/or Permit Modifications (Proposal) <br />Describe any proposed or planned facility changes, expansion plans, and/or permit modification <br />processes that impact the proposer’s services in response to this RFP. <br />There are no planned facility changes that will impact the proposer’s services in response to this <br />RFP. <br />4. Invoicing (Proposal) <br />Describe proposer’s process for invoicing services as provided in draft Agreement Section 8.2 <br />At WM, everything we do is about creating an outstanding experience for our customers. That is why <br />we use the equipment and software that we do. The fully integrated capability of our system confirms <br />that customer information is correct, and the overall customer experience is exceptional. For WM, <br />our billing system is not just “back office” processing; it is the backbone of the customer’s <br />experience. <br />An Easy-to-Understand Monthly Invoice <br />To present our customers with accurate billing information in an easy-to-read format, WM redesigned <br />our standard invoice template. Our new invoice remains fully compliant with governmental, <br />contractual, and local requirements while also incorporating customer feedback. The most common <br />customer request regarding our invoice was to make it easier to understand. To accomplish this, we <br />simplified the invoice format, provided clear steps for all payment options, and include an <br />explanation of common charges if applicable. <br />Please see the following example of an invoice (excerpt) for a municipality with similar service <br />requirements as San Leandro. <br /> <br />Docusign Envelope ID: C78C62DE-8589-496F-8F5A-DEC38EE5853C