Complete_with_Docusign_San_Leandro_and_ACI_C

Home

July 15, 2024 Page 19 City of San Leandro/ACI Franchise Agreement Contractor shall maintain a telephone system in operation from 7:00 a.m. to 6:00 p.m. and shall 717 have sufficient equipment in place and staff a representative, or an answering service available to 718 handle the volume of calls experienced on the busiest days, and such telephone equipment shall be 719 capable of recording the responsiveness to calls. Contractor’s telephone system shall offer 720 Customers who have been placed on-hold the option of leaving a voice message, rather than 721 remaining on-hold. In the event that Contractor’s telephone Customer service performance falls 722 below the performance standards established in Exhibit F, the City and Contractor shall meet and 723 confer regarding existing staffing levels and Customer service system capacities. Following such 724 meet and confer period, the City shall have the right to require Contractor to increase its staffing 725 levels and/or call handling capacity without requirement for any additional compensation to the 726 Contractor. Recording of Contractor’s responsiveness to calls shall include, at a minimum, all items 727 included in the “Collection Reliability,” “Collection Quality,” and “Customer Responsiveness” 728 performance standards listed in Exhibit F. An answering machine or voicemail service shall record 729 Customer calls and voice messages between 6:00 p.m. and 7:00 a.m. Contractor shall provide a live, 730 not automated, call back on the same day to all Customers who leave voice messages by 5:00 p.m. 731 on Working Day and shall provide a live call back by noon of the following Working Day for any voice 732 messages left after 5:00 p.m. 733 C. Web Site and Email Access. Contractor shall develop and maintain a San Leandro specific section 734 of Contractor’s web site that is accessible by the public. Contractor’s San Leandro web page(s) shall 735 include all public education and outreach materials described in Exhibit C and provide the public 736 the ability to email Contractor questions, service requests, or Complaints. The site shall have a link 737 from the City’s web site. Contractor shall respond the same day to all Customers who leave email 738 messages by 5:00 p.m. on a Working Day and shall respond by noon of the following Working Day 739 for any email messages left after 5:00 p.m. (for purposes of this Section 4.12.1.C, Saturdays shall be 740 excluded from the definition of “Working Day”). Contractor may respond to Customer emails either 741 via email or phone. 742 In the event that during the Term of this Agreement Contractor obtains or develops a mobile device 743 web application which may be used by Customers, Contractor shall notify City and provide 744 information to the City on how the application will improve Customer experience, protect user data, 745 and increase access equitably to all Customers. Upon approval by City, Contractor shall make such 746 application available for Customer use. Contractor shall, upon request by the City, discontinue use 747 of such mobile or web application should the City determine the application increases Customer 748 Complaints or otherwise causes Contractor’s Customer service to fall below the standards described 749 in this Section 4.12. Contractor agrees that websites, web applications, and/or web tool design or 750 development services provided to Customers shall be designed, developed and maintained to be in 751 compliance with California Government Code Sections 7405 and 11135, and the Web Content 752 Accessibility Guidelines 2.0, or a subsequent version, as published by the Web Accessibility Initiative 753 of the World Wide Web Consortium at a minimum Level AA success criteria and compatible with all 754 major web browsers. 755 D. Training. Customer service representatives shall receive training during each quarter of the calendar 756 year on City-specific Collection programs and service requirements. Contractor shall notify the City 757 Contract Manager of such training date(s) not less than fourteen (14) calendar days prior to the 758 training. Upon request, Contractor shall submit all training materials to the City Contract Manager 759 at least fourteen (14) calendar days prior to providing the quarterly training to the Customer service 760 representatives. Contractor shall incorporate any changes requested by the City and provided to 761 Docusign Envelope ID: 908A450D-1F36-4C09-B8A4-C1D639B5A05A