Agenda Packets - 2023/03/03 - Laserfiche WebLink

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Service Days and Hours of Operation • All services outlined will be conducted Monday through Friday from 7 a.m. till 10 p.m. and on Saturdays following major holidays. For example, if Independence Day falls on a Wednesday, then collection shall be on Thursday, Friday and Saturday. • Existing service day for each residence is to remain the same, following the City's existing service day schedule. • No service on six (6) major holidays (New Year's Day, Memorial Day, 41" of July, Labor Day, Thanksgiving Day, and Christmas Day). • The hauler will be responsible for picking up material they spill during collection. Price of Service and Variable Rate Pricing • Uniform pricing will be required from haulers. • Provide variable rates that provide meaningful financial incentives to residents to recycle more and divert organic material from the waste stream. • Ensure residential rates are reduced and competitive with the efficiencies gained from organized collection route benefits. • Haulers will pay trash disposal costs to HERC. If a hauler cannot dispose of material at HERC, they will pay the difference in disposal fees without passing the charge along to customers. • For trash services, the rate will be comprised of a collection fee (which an annual escalator can be applied to) and a disposal fee (No annual escalator. This fee will be based on HERC's tipping fee, and will only increase if HERC fees increase). o A set annual increase will be proposed for a 7 year contract, with a price review and potential adjustment for markets after 3 years. • Rates for all other services will be comprised of one fee each (not separate collection and disposal fees). • The City will not participate in revenue sharing of recyclable materials. • No other escalators, fuel surcharges, or other adjustments will be allowed by the City. Billing • Customers will be billed directly by their hauler. • Billing questions will be directed to the hauler. • Late set outs will be charged an additional trip service charge for a return trip. • Allowance for temporary suspension of service for eligible residents with agreed upon criteria and completion of application form. Eligibility will be approved by both the City and the Hauler. Customer Service • Consistent and high -quality customer service provided with stable, equitable, uniform rates for residents throughout the city. • The haulers and the City will develop a customer service system that is agreeable to both parties and achieves the community priority of responsive customer service. • Customer service office hours for the haulers shall be Monday through Friday, from 8 a.m. until 5 p.m. except holidays. A phone call, email, or text response will be provided by the end of the next business day. • Haulers will provide customer service and education materials in English and Spanish (other languages potentially TBD). Hauler Public Education Commitments • Haulers are required to maintain a link to the City of Richfield's specific webpage.