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5 <br /> Holiday collections will be coordinated with the Town as required. The County is accustomed to <br /> communicating holiday schedules to Hillsborough citizens through its provision of recycling services. <br /> It is anticipated that there would be no regularly scheduled collection of commercial waste on Saturdays <br /> and Saturday collections would be discouraged by offering Monday and Friday service,however, <br /> special/extra collections could occur as necessary. There would be no Sunday collection available. Per the <br /> Town's requirement,collection would take place between the hours of 2:30 am and 3:00 pm. <br /> All local ordinances will be respected and enforced i.e. landfill bans,mandatory recycling,etc. If <br /> dumpsters contain a prohibited material,the customer will be notified as to the non-collection and the <br /> reason and it was not collected. The container will be collected on the next scheduled collection day, <br /> unless the problem material is removed while the truck is still on route and the Solid Waste office notified, <br /> whereby the truck can be notified by radio and can return for collection that same day. If the dumpster <br /> cannot wait until the next regularly scheduled collection day,an extra service charge will be assessed. <br /> Roll-off containers-will be assessed landfill surcharges as necessary based on ordinance violations. <br /> Customer Service <br /> If awarded the bid,collection schedules for each customer would be developed following a personal visit <br /> by our staff,signing up customers(obtaining billing addresses,determining frequency of service required, <br /> identifying size of container,providing customer with necessary contact information,etc.)and also <br /> -notifying them of County recycling services available to them,including the new free cardboard collection <br /> service. Following the customer signup process,each customer will again be personally contacted <br /> regarding their assigned collection schedule and confirming its suitability to his or her needs. <br /> The County would be available by phone(local phone numbers only)at our offices in Chapel Hill and(we <br /> believe)will be the only local proposal submitted from a service provider located within Orange County. <br /> Our phone number will be provided to each customer on a customer service card,that will also include <br /> instructions on how to obtain extra service,change to a different sized container,report a missed pickup or <br /> other complaint,etc. <br /> The customer service function will be incorporated with our recycling customer service function, <br /> guaranteeing a high level of responsiveness,local contacts,and personal attention. During regular hours <br /> callers will speak to our trained reception staff who will assist them on a wide range of solid waste related <br /> issues and never have to do business with a recording or messaging service. After hours messaging, <br /> however,will be provided. Complaints will be recorded on a form approved by the Town and available for <br /> inspection anytime. It is a standing policy for existing recycling service complaints to be resolved within <br /> 24-hours. <br /> Date Service to Begin <br /> The County is prepared to initiate service on September 3,2002. The County expects to hire a person <br /> who will be assigned full time to serving Hillsborough's waste collection needs.This date also assumes the <br /> Town will provide(donate)it's front-loading truck to the County so that service can begin promptly. <br /> As you may know,the Board of County Commissioners must approve any agreement between the Town <br /> and the County,should the franchise be awarded to the County. Since the Town is not scheduled to make <br /> the franchise award until July 8 and the County's last meeting prior to the summer break is June 27,the <br /> County Manager,in an effort to assure the Town of the County's intentions,is submitting for <br /> Commissioner consideration a"Resolution of Intent to Perform Commercial Collection Services"at their <br /> June 27 meeting. This resolution,if approved by the Board of Commissioners,would represent an <br /> assurance to the Town(should the Town select the County's proposal)that the County will take all <br /> necessary formal actions at its August 20 meeting to finalize the franchise agreement,authorize the new <br /> position and adopt the enabling budgetary measures. <br /> 2 <br />