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Contractor shall have the written approval of the City before any material is produced or distributed to the City customers. Contractor shall pay for the annual design, printing, and mailing of at least 9,434 copies of a curbside program flyer/calendar. The Contractor will provide a portable document format (PDF) file or other mutually agreed upon electronic format version of the flyer and 1,000 printed copies of the curbside program flyer to the City. The flyer shall be delivered to homes and the City no later than December 31 of each year with the details for the subsequent year. Annually, the Contractor will be required to provide a one -page multi -unit dwelling complex recycling flyer to multi -unit dwelling owners, landlords, or other designated contact persons in sufficient number that one copy may be distributed to each tenant. The Contractor will provide a PDF or other mutually agreed upon electronic format version for the City. The Contractor will also be required to provide posters and other educational material for multi -unit dwelling owners, landlords, or other designated contact persons to post in common areas. All known plans and recommendations for multi -unit dwelling public education must be addressed in the annual report. At least one month prior to printing or final design, the Contractor must submit in writing to the City any new draft plans for multi -unit dwelling public education. The Contractor must be able to provide public education material in multiple languages. At a minimum, the curbside program flyer and multi -unit dwelling flyer must be translated into non- English languages. At a minimum, these flyers shall be translated into selected Spanish, Hmong, Karen and Somali. The City will specify the quantities of each set of materials needed and the locations for distribution. During the term of the Contract, the Contractor may be asked by the City to make public appearances, provide information for local environmental groups, or attend public events sponsored by the City. 3.6 City Shall Approve Contractor's Public Education Literature The Contractor shall submit a draft of any public education literature for approval by the City, at least one month before printing and release of any such literature. 3.7 Contractor's Customer Service Call Center Staff The Contractor shall have on duty Monday through Friday from 8:00 a.m. to 5:00 p.m. customer service representatives to receive customer calls. In addition, the Contractor shall have an answering machine or voice mail system activated to receive phone calls after hours 24 hours per day, 7 days per week, 365 days per year. The Contractor's customer service call center staff shall provide accurate and clear answers to Roseville resident's questions customized to the details of the City's Contract. If calls come in from non -English-speaking residents that require a translator, the Contractor's call center staff must at least provide a referral or alternative means of securing translation services. Recycling Services Contract 2022-2025.doc • A-17 Page 55 of 348