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Q�.s <br />1 City of Santa Ana <br />., Purchasing Division <br />Q, 20 Civic Center Plaza <br />Santa Ana, CA 92701 <br />q. On Weekends and holidays when City Hall is closed, the Contractor shall retrieve and <br />respond to ail graffiti telephone hotline requests received by 12:00 noon. On <br />weekends, Contractor will respond to graffiti removal request received between 12:00 <br />noon on Saturdays and 12 noon on Sundays within 24hours. <br />City Holidays observed: New Year's Day, Martin Luther King Jr. Birthday, <br />Presidents Day, Memorial Day, Independence Day, Labor Day, Thanksgiving <br />Day and following Friday, and Christmas Day. <br />r. The Project Manager and/or his/her designee or the Police Department may designate <br />sites as needing an emergency response for profanity and/or hate. An emergency <br />work order will be issued immediately and will have first priority for graffiti removal on <br />the same day, within four hours. <br />s. Should the Contractor fail to correct deficiencies or public nuisances that have been <br />created because of their operations, the City will proceed to take corrective measures <br />and this project will be considered an emergency. Such work will be done on a staff <br />account basis with an additional call out charge of $75.00 for each call out. It should <br />be noted that there is a minimum of a two-hour charge for labor for any call out. <br />11, WEB BASED WORK ORDER MANAGEMENT SYSTEM <br />a. Contractor shall provide a real-time web based work order system for receiving, <br />tracking, and closing work orders which City personnel may access. System must <br />allow multiple photos per work order number. Systems shall be capable of receiving <br />and responding to GO Santa Ana mobile application requests. <br />b. Work orders shall include: <br />i. Location or address; <br />ii. Before and after photos; <br />iii. Date and time of work order creation; <br />iv. Date and time of removal performed; <br />v. Response time in hours; <br />vi. City department; <br />vii. City contact name; <br />viii. Date and time of request; <br />ix. Date and time of work performed; <br />x. Square footage; <br />xi. Surface type; <br />xii. Public or private property; <br />xiii. Brief description of graffiti; <br />xiv. Description of remedy, and <br />xv. Gang tag ID <br />Gra(fitj,(3p C—l49' Page 8 <br />