Okaloosa County BOCC — July 21, 2015 — Attachment A 070915 — reading text

County for the purposes of revenue payment. 3.10.1.5. Contractor shall collect Bulk Waste in a manner that allows separation of White Goods, E‐Waste, tires, and other Recyclables, as identified by the County, at the Transfer Stations. 3.10.2. Routes and Schedules 3.10.2.1. Contractor shall not change the scheduled residential collection days unless Contractor receives the Contract Manager’s prior authorization. The Contract Manager’s approval of such changes shall not be unreasonably withheld. In the event of a permanent change in routes or schedules that will alter the day of collection, the Contractor shall notify all affected customers in writing or other manner approved by the Contract Manager not less than two (2) weeks prior to the change. 3.10.3. Manner of Collection 3.10.3.1. All containers and Roll Carts shall be completely emptied and placed back in an upright position at the point where collected. Containers with an unattached lid shall be completely emptied and placed back in an upright or inverted position with the lid set on top, or placed beside the container, at the point where collected. Roll Carts shall be placed with the lid in the closed position. 3.10.3.2. Contractor shall provide all Residential Collection Services with as little noise and disturbance as possible. 3.10.3.3. No trespassing by Contractor’s employees will be permitted. No Contractor employee shall remove or tamper with any property not placed for collection. 3.10.3.4. All collection vehicles shall remain on the right‐hand side of the road when providing collection service and at no time shall collection crews cross to the left‐hand side of the road to retrieve containers, Roll Carts, or materials that have been set out for collection. 3.10.3.5. Contractor’s vehicles shall not unduly interfere with vehicular or pedestrian traffic and shall not be left on the street unattended. 3.10.4. Protection of Private and Public Property 3.10.4.1. Contractor acknowledges that collection points on rights‐of‐way are frequently co‐ located with other utility easements. Therefore, particular attention shall be given to the location of water meters, transformers, guy wires, utility poles, and irrigation structures. Authorization to use the easement does not abrogate Contractor’s responsibility to exercise caution in relationship to the property of other authorized users. 3.10.4.2. Contractor shall take care to prevent damage to all public and private property while conducting services pursuant to this Agreement, including, but not limited to, Page 13 Note: Final Agreement terms and conditions will be modified based upon the residential service level selected by the Board and final negotiations with the Successful Proposer upon Board approval. Okaloosa County Solid Waste and Recyclables Collection, Transfer, Processing and Disposal Agreement Attachment A: Draft Agreement buildings, monuments, markers or fences, vehicles, pipes and underground structures, storm water inlet covers, gutters, curbs, public streets, trees and tree canopies, flowers, shrubs, and other plantings. The County acknowledges this does not preclude normal wear and tear of streets resulting from normal use by Contractor. 3.10.4.3. Contractor shall immediately notify the Contract Manager of any personal injury or damage to public or private property caused by Contractor during the provision of collection services. Wherever such property is damaged due to the activities of Contractor, it shall be immediately restored to its original condition by Contractor at Contractor’s expense. 3.10.4.4. In case of failure on the part of Contractor to restore such property or make good such damage or injury, the County may, upon forty‐eight (48) hours written notice to Contractor, proceed to repair, rebuild, or otherwise restore such property as may be deemed necessary and to bill the cost to Contractor. If any damage caused by Contractor impacts the safety, health and welfare of the County’s citizens, the repairs will be arranged by the County and billed to Contractor based on the actual cost incurred to repair the said damages, plus ten percent (10%) to account for the County’s administrative costs. 3.10.5. Spillage and Littering 3.10.5.1. Contractor shall not litter or cause any spillage to occur upon the premises or the right‐of‐way wherein the collection and transport of materials shall occur. During transportation, all collected materials shall be contained, tied, or enclosed to prevent leaking, spilling and blowing. 3.10.5.2. In the event of any confirmed spillage/leakage/blowing from a Contractor’s vehicle, Contractor shall promptly, at least within twenty‐four (24) hours, clean up all spillage/leakage/blowing at no cost to the County. Contractor is responsible to clean such spills, leaks, or blown materials to the satisfaction of the Contract Manager up to, and including, resealing or resurfacing depending on the severity of the damage. 3.10.6. Employee Training and Licenses 3.10.6.1. All of Contractor’s employees shall be qualified and appropriately trained for the tasks assigned to them. Contractor shall provide refresher courses and additional training to its employees, as needed, to ensure compliance with the requirements of this Agreement and all Applicable Law. The County has the right to review Contractor’s training records. 3.10.6.2. At all times when operating vehicles or equipment pursuant to this Agreement, Contractor’s employees shall carry a valid Florida driver's license for the type of vehicle or equipment being operated. 3.10.7. Office Requirements 3.10.7.1. Contractor shall maintain an office in the County to remain open from 8:00 a.m. to 5:00 p.m. CDT, Monday through Friday, except Holidays, to handle customer complaints and where bills may be paid. 3.10.7.2. Contractor shall maintain a local telephone number where service inquiries and complaints can be received by Contractor. Contractor shall use either a telephone answering service or answering machine to receive service inquiries and complaints during those times when the office is closed. During office hours, these services must be monitored regularly, so that Contractor can respond to any message within sixty Page 14 Note: Final Agreement terms and conditions will be modified based upon the residential service level selected by the Board and final negotiations with the Successful Proposer upon Board approval. Okaloosa County Solid Waste and Recyclables Collection, Transfer, Processing and Disposal Agreement Attachment A: Draft Agreement (60) minutes. The response, at a minimum, shall include a reply to the inquiry and a plan of action to address or fix the complaint. During non‐office hours, messages shall be answered no later than noon the following business day. 3.10.7.3. Contractor’s office shall be equipped with adequate and appropriate personnel and equipment to receive, document, and respond to inquiries, issues, and complaints in a timely manner. Contractor’s office staff shall be familiar with the County and Contractor’s obligations under this Agreement. 3.10.7.4. Contractor’s customer service representatives shall be properly trained to answer questions concerning residential, multi‐family, and commercial recycling and Solid Waste Collection Services. 3.10.7.5. Contractor shall establish a process, subject to the Contract Manager’s approval, for receiving and handling emergency calls, both during and after normal operating hours. 3.10.8. Customer Service Standards 3.10.8.1. Contractor shall be responsible for providing the highest quality service to all Residential, Multi‐Family, and Commercial Customers under the provisions of this Agreement. 3.10.8.2. Contractor shall resolve all complaints as expeditiously as possible and shall take whatever steps are necessary to remedy the cause of a complaint within twenty‐four (24) hours after receiving a complaint from a customer or the County. 3.10.8.3. If the County receives a complaint regarding Contractor’s service under this Agreement, the complaint shall be immediately forwarded to Contractor by telephone or electronic communication. 3.10.8.4. Contractor shall keep a written record of all complaints it receives (either directly or through the County) regarding Contractor’s service under this Agreement in a format approved by the Contract Manager. Contractor shall use a standard form to record the pertinent facts regarding each complaint and how it was resolved. The form shall identify source of the complaint (customer name, customer type – Residential, Multi‐