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Cleanup Resuonsibilities: BFI always believes in being a good partner with our customers. This includes making sure our job is done correctly and neatly. Our drivers are responsible to clean up any material spilled or blown in the process of the collection or hauling of recyclables. Holidays: BFI will provide a holiday schedule to the City once a year. Following any holiday, recycling pick up will be delayed one day. BFI will work diligently with the City to help inform the residents of the City of Roseville of the holiday schedule. The following is the observed holidays BFI shall observe: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. Severe Weather: In the event of severe weather, BFI will consult with the City as to our ability to continue safe and timely pickup of recyclables. If the collection day must be postponed, BFI will work closely with the City to create a new schedule for that week. Postponement will be at the discretion of the City. Non-completion of Collection. Extension of Collection Hours: If for any reason, BFI is unable to complete a service route by 6:00 p m. of the scheduled collection day, we will notify the City and request an extension of hours. BFI will inform the City of Roseville Recycling Coordinator by 4:00 p.m. as to the service area in question, the estimated time of completion, and the reason for the delay. CUSTOMERSERVICE STANDARD SforRE SIDENTS: Service Standards for Residents: Whenever a RDU or MDU has not received scheduled service, BFI will service such locations before 6:00 p.m. of the same day when notified before 11:00 a.m. If BFI is notified after 11:00 am., the location(s) will receive service no later than 6:00 pm. of the following day. Description of Customer Service at BFI: At the heart of any BFI operation is the customer service department. If for some reason a City resident contacts our office, the following is an example of the current system we are using. • All calls coming into the BFI Hauling facility are answered by a live person and then channeled to the appropriate party. • For any calls received, our customer service department will be staffed and available for calls from 7:30 am. to 5:00 pm. In addition, a supervisor is always available during these hours. (For any customer calls outside the hours of 7":30 am. to 5:00 p m., messages can be left on an answering machine. A 24-hour number is also available in case of an emergency.) • Once received, the call is forwarded from customer service to our dispatcher office electronically, where it will be immediately radioed out to the appropriate driver. • This same call is left "open" in our internal system until the driver submits his or her paperwork at the end of the day indicating the request was looked after and the specific time the task was completed. �► 1 his ailormation is ioggco nito our C0111Puter syKerrl as uune . A privet, s Uay is nor complete until all of his or her pick-ups and customer calls are resolved.