Specifications include, but are not limited to: Contractor shall manage the 3rd Party Call Monitoring Program designed for the City (for designated departments) developed with Tooty, Inc. ; Manage 5 scripts for City Call Center (Animal Care, Code Enforcement, Transportation & Public Works, and Dead Animal Pickup) 32.1.2 Manage 1 script for Consumer Health. 32.2 Contractor shall provide four Secret Shops a month for each representative. Secret Shopper evaluations shall follow the below criteria: 33.3 Contractor shall conduct benchmark calls and evaluations for 2 new scripts (Graffiti and Forestry) for City Call Center. 33.3.1 To benchmark Call Center conversations, the Contractor shall: 33.3.2 Conduct two (2) secret shops for each representative for a total of thirty (30). ; Create Additional Performance Evaluation Scoring System and Scripts for Park & Recreation (Graffiti and Forestry) 33.4.1 Contractor shall provide online access for managers to audio recordings of conversations, scored performance evaluations, a coaching tool and statistical reporting ; The Contractor shall introduce the new scripts in a classroom setting. Agenda should include: Introduce the script for Graffiti complaint and role-play Introduce the script for Forestry and role-play Review expectations going forward and provide tips for success.