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9. System Administration. <br />CARTS is solely responsible for the administration of the System. <br />10. Customer Service <br />a. Customer Service Hotline. CARTS will maintain a customer service hotline using <br />local or toll free telephone numbers staffed with one or more live operators during regular hours <br />of service for the receipt of System related inquiries, complaints or other communications. In <br />addition, CARTS will provide for voice mail receipt of after -hours System related inquiries, <br />complaints or communications. CARTS shall post notice of such telephone numbers in <br />conspicuous locations within its facilities in the City and within any buses or trolleys operating <br />in the System. CARTS will respond promptly and courteously to, investigate and, using good <br />faith efforts, attempt to resolve all complaints, inquiries and communications it receives. <br />b. Complaint Reports. CARTS will keep a record of the dates and times complaints are <br />received and the dates and times the complaints are resolved by CARTS (or if not resolved, the <br />good faith efforts used to attempt to resolve the complaint) and provide such record to the City <br />Manager on a quarterly basis during the term of this Agreement. <br />11. Performance Reports <br />On or before the 15"' day of the month immediately following each month for which <br />services are provided and an invoice is submitted by CARTS under this Agreement, CARTS will <br />submit data covering CARTS' operation of the System during the preceding month, the content <br />and format of which will be mutually agreed upon by CARTS and the City. On or before June <br />1 st of each year of this Agreement, CARTS will submit an annual data report covering CARTS' <br />operation of the System during the preceding calendar year, the content and format of which will <br />be mutually agreed upon by CARTS and the City. <br />12. Audit <br />CARTS agrees to maintain accounts and records for all costs of operation of the System, <br />and CARTS agrees to provide the City with its annual audit of its finances prepared by a <br />certified public accountant. <br />13. Waiver of Franchise Fees <br />The City, as part of its consideration for this Agreement, waives any franchise fees it is <br />authorized to impose upon CARTS for the operation of the System upon the public streets of the <br />City. <br />14. Insurance <br />CARTS agrees to maintain in full force and effect all forms of insurance required by <br />applicable local, state and federal regulatory authorities in at least the minimum amounts <br />3 <br />