Res 2005-127 - Laserfiche WebLink

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City of San Marcos/Guadalupe-Blanco River Authority Water Treatment Facilities Service Contract Article VI - Management and Operation request of the City, shall participate in performance evaluation surveys conducted by TCEQ, TDWB and EPA. SECTION 6.13. CUSTOMER SERVICE. (A) Customer Service, Generallv. The Authority shall provide customer service for the Facilities and shall deveIop and implement customer service procedures subject to City approval. (B) Customer Service Requirements. The Authority shall perform the customer services in accordance with the following minimum requirements: (1) The Authority shall maintain a sufficient staff to assist the City's customers with issues related to the Facilities. The Authority's staff shall be trained to answer questions related to the Facilities. (2) The Authority shall establish and maintain a 24-hours per day local San Marcos telephone number that will normally be answered by a person and not a voicemail or other automated recorder, for the receipt of reports of emergencies, complaints or other customer communications relating to the Facilities. (3) The Authority shall respond to Facilities emergencies, including loss of pressure, communication outages, power interruptions, overflow conditions, water quality issues and leaks related to the Facilities within an appropriate time of the Authority's knowledge thereof. (4) The Authority shall log all customer complaints and communications to be included in the monthly operations report. (C) Community Outreach. The Authority shall prepare, subject to City review and approval, a comprehensive information brochure relating to the Facilities within 90 days following the Commencement Date. The Authority shall make sufficient copies available for all reasonable public information purposes. In addition, the Authority shall, upon the reasonable request of the City, conduct educational tours of the Facilities, appear or speak at community functions related to the Facilities and participate in communications with media outlets to inform the public of issues relating to the performance and status of the Facilities and related systems. (D) Reports. The Authority shall submit as part of its monthly operations reports, delivered pursuant to Section 6.15, information with respect to its community outreach activities related to the Facilities. SECTION 6.14. ASSET AND FINANCIAL RECORDS. (A) Facilities Records. The Authority, on and after the Commencement Date, shall establish and maintain computerized information systems with respect to the Facilities for operations and maintenance data and process control, including the information necessary to verify calculations made pursuant to this Service Contract and demonstrate compliance with the Contract Standards. The Authority shall promptly provide the City, upon reasonable request, 44