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CITY OF ARDEN HILLS, MN CONTRACT FOR THE COLLECTION OF RESIDENTIAL RECYCLABLE MATERIALS Page 14 continuous improvement in the City’s recycling program (e.g., public education, multi-unit recycling, etc.). 12.2 Customer Relations Report The City will be provided with 12.2.1 A quarterly list of all customer complaints, including a description of how each complaint was resolved. 12.2.2 The number, addresses and results of the Annual Cart Checks. Annual Cart Checks are completed by looking inside the cart of 100 residential properties to check for contaminants. 12.2.3 A quarterly list of all missed pickups reported to the Contractor. Quarterly reports shall be due the 15th of the months of February, April, July and October, with the 2015 quarterly reports beginning in July. Annual reports shall be due by January 15th of each year. 12.3 Annual Performance Review Meeting to Discuss Recommendations for Continuous Improvement. The City shall schedule an annual meeting to include (but not be limited to): 12.3.1 Review annual report, including trends in recovery rate and participation. 12.3.2 Review efforts made to expand recyclable markets. 12.3.3 Review performance based on feedback from residents. 12.3.4 Review recommendations for improvement in the City’s recycling program, including enhanced public education and other opportunities. 12.4 Promotional/Educational Activities 12.4.1 The Contractor and the City shall work together in the preparation and distribution of educational materials to insure accurate information and program directions. The Contractor shall pay for the annual design, printing and mailing of a curbside program flyer with an additional 200 fliers to be placed at City Hall. The flyer shall be delivered to homes no later than January 31 of each year. 12.4.2 The publicity and promotion program may include articles for city newsletters, public appearances, provision of information for local environmental groups, or attendance at public events sponsored by the City. The Contractor shall at a minimum provide one (1) newsletter article per year. The Contractor is encouraged to develop new public education and outreach materials each year. 12.4.3 The Contractor will work with the City to prepare guidelines for residents of eligible RDU’s and MDU’s with recycling instructions. 12.4.4 Each year by January 31st, the Contractor shall send a mailing to each residential property that is served by the Contractor with a specific list of instructions for sorting recyclable materials and setting out recycling carts.