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2. Introduction and Basic Service Information <br /> The purpose of the following programs is to provide residential and business <br /> customers with general start up and project-specific information about waste <br /> collection services. Sample brochures are illustrated on the following pages. <br /> • Develop and distribute bilingual brochures to all new start <br /> customers outlining basic collection and recycling services <br /> and procedures, and administrative information. This is <br /> particularly important since the planned method of recycling <br /> may not be familiar to customers. The focus of this piece will <br /> be the benefits to the City of Santa Ana, businesses and <br /> residents of the recycling program. <br /> • Develop and distribute a bilingual source reduction (reduce, <br /> reuse, recycle) brochure to be mailed directly to each <br /> customer. We will also highlight ongoing communication <br /> programs available to customers. <br /> • Develop and distribute a bilingual brochure focused upon yard <br /> waste diversion. <br /> • Develop and distribute a bilingual brochure focused <br /> upon the Santa Ana/City-Cycle MRF. <br /> 3. Ongoing Communication and Programs <br /> Consistent, informative and positive communication is critical to providing high <br /> quality customer service. It also serves as a public education tool and fosters a <br /> healthy "self-evaluation" of services, programs and activities which allows for <br /> adjustments and modifications as the needs of the City expand or change. <br /> In order to effectively provide for ongoing communication with the City and our <br /> customers regarding basic service and recycling, we propose the following: <br /> 69 <br />