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1. Services. Services to be provided are as follows: <br />a) The City will provide equipment, labor and materials necessary for the <br />installation and maintenance of transit system signage, shelters, trash cans <br />and benches. The City will not be responsible for providing signs, poles, <br />shelters, trash cans or benches. <br />b) CARTS will provide the City with all replacement signs, poles, shelters, <br />trash cans or benches. <br />2. Compensation. <br />CARTS will pay the City for the actual cost of the installation and maintenance work <br />performed by the City plus an additional ten percent on each invoice as an administrative fee. <br />Payment will be made to the City within 30 days of CARTS' receipt of an invoice from the <br />City. <br />CARTS and the City agree that no advertising shall be permitted on bus stop or shelter <br />facilities and improvements. <br />9. System and Program Administration. <br />CARTS is solely responsible for the administration of the System and the Urbanized <br />Area Formula Program for San Marcos Urbanized Area including compliance with FTA <br />Circulars 9030.ID and 5010.1D including Certifications and Assurances, Master Agreement, <br />Transit Award Management System (TrAMS), Electronic Clearing House Operation (ECHO) <br />and National Transit Database (NTD). <br />10. Customer Service <br />a. Customer Service Ride Line. CARTS shall maintain a customer service ride line <br />using local or toll free telephone numbers staffed with one or more live operators during regular <br />hours of service for the receipt of System related inquiries, complaints or other communications. <br />In 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 shall 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 shall keep a record of the dates and times complaints <br />are received and the dates and times the complaints are resolved by CARTS (or if not resolved, <br />the good faith efforts used to attempt to resolve the complaint) and provide such record to the <br />City Manager on a quarterly basis during the term of the Agreement. <br />11. Performance Reports <br />On or before the 15'h 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 <br />4 <br />