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City of Pleasanton Article 6. Other Related Services and Standards Franchise Agreement with Pleasanton Garbage Service City of Pleasanton Page 96 June 7, 2022March 8, 2018 subject to waiting time “on hold” of more than two (2) minutes prior to reaching a Customer service 3337 representative, City may require that Contractor install additional telephone lines or hire additional 3338 Customer service representatives. Liquidated damages may be levied for repetitive Complaints regarding 3339 waiting time longer than two (2) minutes in accordance with Section 11.6. 3340 6.8.5 Online Tools 3341 Contractor shall develop and maintain a publically-accessible website describing services provided in the 3342 City. The site shall include a description of all Collection services and details related to their 3343 implementation, answers to frequently asked questions, Rates for Single-Family, Multi-Family, 3344 Commercial, and Drop Box Service, Recyclable Materials and Organic Materials Customer set-out 3345 specifications, Collection service schedule and map, Holidays that impact Collection service schedule and 3346 related set-out instructions, and other related topics. The website shall enable Customers to look up their 3347 regularly scheduled Collection day by address or street name. The website shall also allow a Customer to 3348 e-mail a question, compliment, or Complaint to the Contractor and Contractor shall provide a response 3349 to e-mail inquiries or Complaints within twenty-four (24) hours of receipt. Contractor shall arrange for 3350 the City’s website to include an e-mail link to Contractor and a link to the Contractor’s website. Contractor 3351 shall ensure that key elements of the website, including but not limited to Collection day look-up, are 3352 accessible to view on smart phones. Contractor shall maintain a social media presence on no less than 3353 one (1) social media platform (e.g. Facebook). 3354 6.8.6 Training 3355 Customer service representatives shall receive training during each quarter of the calendar year on City -3356 specific Collection programs and service requirements. During the training, a City-specific Collection 3357 service and Rate information sheet, training agenda, and associated documentation shall be provided to 3358 and discussed with employees. Information sheet, training agenda, and associated documentation shall 3359 be forwarded by Contractor to the City each quarter after the training in accordance with quarterly 3360 reporting requirements of Section 6.3.3.E. The City may review the training materials and request 3361 changes. 3362 The Contractor shall notify the City of the date and time of the scheduled Customer service training 3363 sessions (pursuant to quarterly reporting requirements of Section 6.3.3.E) and the City may, at its options, 3364 attend the meetings. 3365 Contractor will use Customer service and outreach efforts and materials to minimize contaminants (e.g., 3366 glass and plastics). 3367 6.9 Service Complaints 3368 Contractor shall maintain the ability to receive verbal Complaints and compliments through its Customer 3369 service center and shall have e-mail capabilities (accessible through the Contractor’s website) to enable 3370 Persons to communicate Complaints and compliments to Contractor via e-mail. Contractor shall be 3371 responsible for the prompt and courteous attention to, and prompt and reasonable resolution of, all 3372 Complaints. Contractor shall record in a separate log all Complaints and compliments, noting the name 3373 and address of Customer(s) involved, date and time of Complaint or compliment, nature of Complaint or 3374 compliment, and nature and date of resolution. This Complaint and compliment log shall be retained by 3375