Specifications include, but are not limited to: 1. Investigation of Liability Claims a. Contractor must establish consistent protocols to provide technical claim and litigation support to the Torts Division, which includes taking video, photographs, measurements, statements, reviewing accidents, interviewing witnesses, providing transportation of witnesses to and from hearings, general investigating, including meeting with experts to inspect equipment and infrastructure, internet and social media investigation, and performing other tasks as deemed appropriate by the Law Department. The Contractor will provide staffing and equipment necessary to perform these duties. 2. Prompt Open / Close Period a. Claims are designated within two categories: Routine and Complex. The Law Department Claims Manager will determine the category of respective claim after reviewing claim file. Routine claims must be opened, closed and paid within a 70 day / 10-week period. Complex claims must be opened, closed and paid within a 182 day / 26-week period. Contractor will be responsible for maintaining 80% adherence for handling claims within designated periods. Failure to maintain compliance at this level will constitute an event of default. See Exhibit #1A for current claims statistics. b. Contractor will be required to provide full justification as to why any claim is not processed within designated period c. The Law Department Claims Manager has the authority to remove any open claim from the aging list due to extenuating circumstances surrounding the claim. Such claims will not be included within the 80% performance measurement. 3. Reporting Requirements a. Contractor must establish consistent claims reporting procedures, including contact names and phone numbers. In addition, Contractor, with City approval, must develop and provide appropriate forms and instructions for use. Contractor must specify their reporting protocols.