a. Provide sufficient staff to operate all state-owned workstations during peak hours, other times demonstrated by customer wait times, the last seven (7) business days of each month, and the closest highway patrol testing days. b. Provide sufficient staff to perform all office duties and functions required by the state agency to maintain appropriate wait times. If the state agency determines that wait times are unreasonable, upon request of the state agency, the contractor shall provide additional personnel. c. Provide customer service that takes care of the customer's needs by providing and delivering professional, helpful, high-quality service and assistance before, during, and after the customer's transaction needs are met. d. Assign a Contract License Office Manager, as defined in Attachment 3, with authority to act on behalf of the contractor in all matters related to the contract, and provide the state agency with the individual’s name, title, direct phone number, and email address. See Attachment 8 for additional information...
