Res 2005-105 - Laserfiche WebLink

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The City of San Marcos Facilities Service Contract are acceptable to the Govemmental Body. The Company fIrst shall provide the City with copies of such regulatory reports for review, comment and signature, as applicable, at least fIve days before their filing with the Govemmental Body and, in any case, within 15 days after the end of each month, and then with the Govemmental Body. (G) Potential Regulatory Change. The Company shall keep the City regularly advised as to potential changes in regulatory requirements affecting the Facilities, and provide recommended responses to such potential changes so as to mitigate any possible adverse economic impact on the City should a Change in Law actually occur. The Company, at the request of the City, shall participate in performance evaluation surveys conducted by TCEQ and the EPA. SECTION 7.14. CUSTOMER SERVICE. (A) Customer Service. Generallv. The Company shall provide customer service for the Facilities (not the collection and distribution system) and shall develop and implement customer service procedures subject to City approval. (B) Customer Service Requirements. The Company shall perform the customer services in accordance with the following minimum requirements: (1) The Company's staff shall be trained to answer questions related to the Facilities. (2) The Company shall establish and maintain a 24-hours per day hotline, for the receipt of reports of emergencies, complaints or other customer communications relating to the Facilities that will normally be answered by Facilities personneL If the call is not answered when received, calls will be retumed within one (1) hour. (3) The Company shall respond to Facilities emergencies, including power loss and equipment failures, stoppages, spillages and leaks within one hour of the Company's knowledge thereof. (4) The Company shall log all customer complaints and communications to be included in the monthly operations report. (C) Community Outreach. The Company shall prepare, subject to City review and approval, an informational brochure relating to the Facilities within 90 days following the Commencement Date. The Company shall make suffIcient copies available for all reasonable public information purposes. In addition, the Company 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) Billing and Collection. The City shall be responsible for billing any taxes, sewer rates or user fees due from the users and service recipients of the Facilities, and shall 46