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10. Customer Service <br />a. Customer Service Ride Line. CARTS shall maintain, for the City, a customer <br />service ride line using local or toll free telephone numbers staffed with one or more live operators <br />during regular hours of service for the receipt of System related inquiries, complaints or other <br />communications. In addition, CARTS will provide for voice mail receipt of after-hours System <br />related inquiries, complaints or communications. CARTS shall post notice of such telephone <br />numbers in conspicuous locations within its facilities in the City and within any buses or trolleys <br />operating in the System. CARTS shall respond promptly and courteously to, investigate and, <br />using good faith efforts, attempt to resolve all complaints, inquiries and communications it <br />receives. CARTS will assist the City in transitioning this function to the purview of the City. <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. CARTS will assist the City <br />in transitioning this function to the purview of the City. <br />11. Performance Reports <br />CARTS shall collect and share data covering CARTS' operation of the System during <br />the preceding month, the content and format of which will be mutually agreed upon by CARTS <br />and the City. <br />12. nit <br />CARTS agrees to maintain accounts and records for all costs of operation of the System <br />separate from all rural operations. Such records will be made available by CARTS to the City for <br />inspection during normal business hours upon reasonable notice. <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, as the City's contracted agent, for the operation of the <br />System upon the public streets of the 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 />prescribed by those authorities. CARTS shall furnish written certificates of such coverage to the <br />City annually. The City shall be named as an additional insured under all policies for such required <br />insurance. The limits of any such insurance shall not limit the obligation of CARTS under <br />Section 15 below. <br />