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(9) <br /> CITY OF SANTA ANA <br /> ii. The Contractor shall not permit placing or use equipment in such a manner as to block vehicle <br /> traffic lanes or create safety hazards unless engaged in traffic control operations authorized by the <br /> City. In such cases, the Contractor shall only use vehicles or equipment in a safe manner as <br /> prescribed by the training required by this contract. The Contractor shall be responsible for the use <br /> of all appropriate warning traffic safety devices when deemed necessary. <br /> iii. Methods proposed by the Contractor and approved by the City shall not harm, deface or damage <br /> City streets, street trees, sidewalks or street curbs. In the event that damage to the City's right-of- <br /> way has occurred in the course of work, the Contractor shall be solely responsible for its repair or <br /> replacement. <br /> J. SPECIFICATIONS <br /> This scope of services is intended to cover all labor, material and standards of workmanship to be <br /> employed for in this work plan or reasonably implied by terms of same. Work or materials of a minor <br /> nature which may not be specifically mentioned, but which may be reasonably assumed as necessary <br /> for the completion of this work, shall be performed by the Contractor as if described in the <br /> specifications. <br /> K. CUSTOMER SERVICE <br /> Contractor shall provide service, which is accessible, courteous, responsive, timely, equitable and <br /> given in the spirit of professionalism and mutual respect. All Contractor personnel are a reflection of <br /> the City of Santa Ana and as such are expected to: <br /> 1. Interact with customers and City officials, whether in person or on the phone, in a pleasant, <br /> respectful and professional manner. <br /> 2. Give full attention to each customer's needs by asking questions. Provide information, products <br /> and service in an accurate, organized and complete manner. Determine that the customer's <br /> request has been fulfilled. <br /> 3. Comply with all federal, state, county, and city laws and regulations. <br /> 4. Use adequate equipment that is kept clean and neat at all times. <br /> 5. Train other Contractor employees to be polite and courteous during public contact. <br /> 6. Employ truth and accuracy in reporting customer service records. <br /> 7. Participate in the annual Community Engagement Enforcement Philosophy training provided by <br /> the Santa Ana Police Department Traffic Division. <br /> L. RECORDS <br /> The Contractor shall keep accurate records concerning all of his/her employees or agents and provide <br /> the City with names and telephone numbers of emergency contact employees. The Contractor shall <br /> complete a monthly report indicating work performed, including GPS maps of routes (if required by <br /> City) and submit this completed report to the City Projects Manager or designee. This report should <br /> also contain a description of work performed, including personnel hours, equipment, and any <br /> additional work, which the Contractor deems to be beyond the scope of the contract. Payment for this <br /> work will not be authorized unless the additional work and the costs thereof are first approved by the <br /> City. A phone log will be submitted monthly of all calls from the City of Santa Ana Public Works Agency <br />