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Page 20 <br />11.2.4.Summary of Customer Service Complaints <br />The number of Customer calls by type of complaint and summary for how these were resolved as <br />requested by the City. <br />11.2.5.Recycling Composition Analysis Report <br />The Contractor shall conduct at least one materials Composition analysis of the City’s Recyclables <br />during October of each year to estimate the relative amount by weight of each Recyclable <br />commodity by grade. The results of this analysis shall include: <br />Percent by weight of each Recyclable commodity by grade as collected from the City; <br />Relative change compared to the previous year’s Composition; <br />Percent by weight of the contaminants as collected from the City; and <br />A description of the methodology used to calculate the Composition, including number of <br />samples, dates weighed, and City route(s) used for sampling. The Contractor shall provide <br />the City with a copy of the analysis for each year of the Contract. <br />11.2.6.Vehicle Report <br />The Contractor shall provide the City with a yearly written plan of the type, age, make, model, and <br />fuel type of all vehicles that will be used for the upcoming year. <br />11.2.7.Annual Work Plan <br />The Contractor shall provide the City with an annual work plan addressing what assistance they will <br />provide the City both to enhance the program to meet program goals and what City events they <br />plan to participate in over the upcoming year. <br />12.PAYMENTS <br />12.1.Payment Responsibilities <br />The Contractor will invoice customers directly for Refuse, Recycling, Yard Waste and other solid <br />waste Collection services, and offer Customers the ability to pay and receive bills electronically. The <br />Contractor shall invoice customers for Extra Collection Services, Bulky Waste, appliances, Electronic <br />Waste, and other Bulky Waste Collection services as detailed in the Price Schedule document in the <br />Exhibits. Upon request of the City, the Contractor will provide invoices to the City to be audited. <br />12.2.Rate or Fee Increases <br />Any attempt by the Contractor to increase any rate or fee not specified in this Contract, shall be null <br />and void and may subject the Contractor to the default remedies of the Contract. In addition, any <br />proposed request for retroactive City approval of any rate or fee increase already imposed on <br />Customers will be denied by the City. Fee decreases can be implemented by the Contractor without <br />City approval but must be reported to the City Manager at least two weeks prior to the decrease.