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104 <br />as a pick -up truck. County may only require this of Service Provider when there are <br />no other reasonable options for provision of recycling collection service. <br />An example where County may require Service Provider to provide service from a <br />pick -up truck might be the case of a public street in Chapel Hill that is too narrow to <br />accommodate safe passage of the standard recycling collection vehicle. Currently the <br />County has Service Provider service seven (7) streets with a total of 44 units with a <br />pick -up truck. Use of a pick -up truck by Service Provider for the collection of <br />recyclable materials shall be negotiated on a case -by -case basis. The following are <br />streets (with the number of units per street) that may be too narrow to accommodate <br />safe passage of the standard recycling collection vehicle: <br />o Bowling Creek (4 Units) <br />o Carolina Avenue (8 Units) <br />o Cobb Terrace (13 Units) <br />o Davie Lane (6 Units) <br />o Friday Lane (2 Units) <br />o The Glen (3 Units) <br />o Yates Alley (8 Units) <br />4. Infrastructure Renovation /Streets Blocked by Construction <br />Periodically major renovation is necessary to maintain the infrastructure of the <br />towns. This includes such activities as replacing gas, water and sewer lines, <br />surfacing or resurfacing streets, rebuilding storm drainage systems and replacing <br />wiring for telephone, electricity, or cable television. If the County is notified in <br />advance of these activities, the department will notify the Service Provider. <br />However, it is common for work to be initiated without prior notification. Alternate <br />Residential Recycling Collection Services must be provided during this period of <br />disruption. The Service Provider should evaluate each circumstance individually to <br />determine the appropriate alternative. The County shall be promptly notified of the <br />nature of the disruption, its location, and the alternative employed or proposed to <br />be employed to provide Service. No additional fees shall be payable to the Service <br />Provider for Services provided under these conditions. <br />E. Procedures and Penalties for Missed Pick -Ups / Failure to Collect <br />Service Provider must provide an office telephone number, email, mobile phone number and fax <br />number to which County may direct its formal complaint notifications. The office telephone <br />number shall be physically located at an operational facility staffed by Service Provider personnel <br />able to convey complaint information to Collection personnel and Project Management as <br />complaints are received during the hours of 7:00am through 5:00pm, Monday through Friday. <br />All calls from residents relating to missed pick -ups and other citizen concerns shall be directed to <br />County rather than the Provider. The County will document all calls, and then notify Service <br />Provider via email, fax or other written notification. In the case of a missed pick -up reported by <br />County (late set -outs excluded), Service Provider shall collect the Recyclable Materials within the <br />following timeframe: If County notifies Service Provider of a missed pick -up before 10:00 am of a <br />scheduled collection day, the Service Provider must have the missed collection rectified by 5:00 <br />pm of the same working day. If Service Provider is notified of the missed collection after 10:00 <br />a.m. of a scheduled collection day, the missed collection must be rectified by 10:00 a.m. the <br />following scheduled collection day. The County must be promptly notified when missed <br />collections and citizen concerns have been resolved. The burden of proof for determining <br />whether a complaint call was a late setout will be with the Provider. The C.A.R.T.S RFID <br />RFP #5199 Page 12 of 26 <br />