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1,2 Participation Trend Study — Each year, the Contractor shall conduct a participation trend study that <br />counts the number of SUDs by address that participates in curbside recycling. The sample of <br />residences selected for the annual study shall remain the same (i.e., same addresses) and shall be <br />no less than 200 households. The Contractor shall record recyclables set out by address for at least <br />four consecutive weeks. The same period of weeks shall be used each year for the study. An <br />annual participation trend study report shall be submitted to the City three weeks after the field data <br />collection operations have been completed. The annual study report shall summarize participation <br />trends and other data as a result of the data analysis. All participating and non -participating <br />addresses shall be reported to the City each year as a result of the study, including a copy of the <br />route map of the study area showing raw data participation tally marks by address. The Contractor <br />s <br />maarecommend <br />y mke ations for improving this participation trend study methods and procedure. <br />4.3 Customer Relations Report ® Annually the Contractor shall provide the City with the folloWng: <br />1. A list of all customer complaints, including a description of how each complaint <br />was resolved. <br />2. A list of all addresses where education tags were left for residents and why the <br />tags were left. <br />3. A list of all missed pickups reported to the Contractor. <br />4.4 Annual Report to MUD Owners -The Con tractor shall provide an annual report by January 31 <br />following the end of each calendar year to the MUD owners served by the Contractor. A copy of <br />each report to the MUD owners shall also be submitted to the City. The. report shall contain, at a <br />minimum, the following information: <br />1. Name of owner, building manager and contact information (mailing address, <br />phone numbers, e-mail, etc.) <br />2. Street address.of each MUD served. <br />3. Number of dwelling units for each MUD. <br />4. Description of collection services made available to occupants, including number <br />of MUD recycling stations, number of MUD recycling containers, location of <br />stations and dates of collection. <br />5. Description of public education tools used to inform occupants of availability of <br />services. <br />6. Tonnage estimates for each building. <br />7. Recommendations for future improvements (e.g., specific public education tools). <br />4.5 Annual PerformanGe Review Meeting to D'ISGuss ReGommendations for Continuous <br />Improvement - Upon receipt of the Contractors annual report, the City shall schedule an annual <br />meeting with the Contractor. The objectives of this annual meeting will include (but not limited to): <br />1. Review Contractor's annual report, including trends in recovery rate and <br />participation. <br />2. Efforts the Contractor has made to expand recyclable markets. <br />3. Review Contractor's performance based on feedback from residents to the City. <br />4. Review Contractor's recommendations for improvement in the City's recycling <br />program, including enhanced public education and other opportunities. <br />5. Review recommendations for improving Contractor's service. <br />6. Discuss other opportunities for improvement with the remaining years under the <br />current contract. <br />7. Discuss actions Contractor is taking to reduce its carbon footprint. <br />PAGE 7 OF 13 <br />