Specifications include, but are not limited to: 1. Staffing Expectations a. Dedicated project management team that includes a manager that provides day-to-day program oversight and communication with Village staff. b. Dedicated customer service personnel with knowledge of the Village service offerings that allow them to respond and resolve customer questions and issues via phone and email. c. Dedicated field supervisor that provides on-site management including directing route drivers and resolving customer issues in the field. d. Drivers are expected to be professional and courteous and hold a valid Illinois driver’s license for the class of vehicle being operated with a safe driving record. 2. Fleet a. All vehicles will clearly display the name of the Respondent, a telephone number, and vehicle identification number. b. The Respondent will maintain all vehicles operating within the Village in good working condition, order, and appearance. This includes being free of excessive rust, and clean at the start of each collection day. c. All vehicles will be fully enclosed, leak-proof vehicles, operated so that no refuse, recycling, yard waste/compost, or other collected items leak, spill, blow-off, or are discharged from the vehicle. Drain plugs, if available, will be kept sealed, except during collection in rainy weather. 3. Collection Services a. Collection will occur on a weekly basis, with all collection services at a household occurring on the same day. When a holiday or major natural event (i.e., snow, flooding, tornado) occurs during the week, collection may be shifted by one day following the occurrence. In no case shall collections be allowed on Sunday unless, upon 48-hour prior notice to the requested collection, approval has been given in writing by the Village Manager.b. The Village’s preference is that all regular collection services at a household occur on the same day. All collection services at a household will occur on the same day. c. Each household will be issued a refuse cart and a recycling cart by the Respondent for the collection service in the size chosen by the household. Current cart sizes in use are listed in the Collection Statistics portion of the Background section of this RFP. 4. Customer Service a. The Respondent will include a customer service program to react and respond to resident questions, concerns, and requests for service. The customer service program must inform residents of service alerts. b. Respondent shall resolve all complaints concerning services within twenty-four (24) hours after it receives notice of such complaint. If a complaint cannot be resolved within that timeframe, the Respondent shall give the Village written notification. The Respondent shall maintain a log of complaints and provide to the Village upon request. 5. Customer Education a. The Respondent is expected to include a customer education program to proactively educate the residents regarding the contract services. This includes, at a minimum, the development, printing, and distribution to all customers of an annual brochure explaining the Village’s solid waste program. b. Upon request, the Respondent shall, at its sole expense, also provide and distribute to Village customers educational materials as the Village deems necessary, covering such matters as environmental best practices. c. Refuse, recycling, and yard waste/compost toters shall include public education information on acceptable types of refuse, recycling, and yard waste/compost for collection; this can include but is not limited to stickers or Quick Response (QR) codes on the toters.