RECORD KEEPING AND REPORTING

a. Provider Records. Upon prior notice by the [organization], the Provider will provide authorized [organization] representatives access at all reasonable times to all electronic and hard data, books, records, correspondence, instructions, plans, drawings, receipts, vouchers, time cards, and memoranda, and will provide to the [organization] cost verification for work.

b. Reference Files and Procedures. The Provider will maintain, either electronically, hard copy, etc., a complete file of service manuals, parts manuals, service bulleting, lubrication charts and other information needed to properly service and repair the fleet. These records become the property of the [organization] at contract termination or conclusion.

c. Vehicle and Repair Order History. A hard copy history folder will be maintained by the Provider for all maintenance and repair work done, including all contracted/commercial work. This folder will contain, by repair order number, all repair orders generated for the fleet. In addition, a folder will be kept for each vehicle and piece of equipment in the fleet which will contain hard copy documentation of the vehicle’s make, model, year and serial number, warranty information, and invoice information. Some users may require and the Provider must provide them with a copy of repair orders for their vehicles at the time that maintenance or repair work is completed.

d. MIS Requirements. The Provider will utilize the computerized fleet management information system to establish and maintain an electronic record keeping and reporting system for all services being provided. This information system will provide records of all maintenance, repair and servicing activity performed on each vehicle. The Provider will maintain all data including labor, contracted/commercial services, parts used, and repair codes for each day’s activity, vehicle utilization and other pertinent fleet management information. The Fleet Manager or Staff will have total, unlimited access to the information system, and fleet user departments will also have “read only” access to the information system for their own fleet vehicles, along with the ability to run their own ad hoc vehicle reports as desired.

e. Ownership of Records. All reference vehicle and equipment files and procedures and all fleet related electronic data are the property of the [organization].

f. Billing Information. The Provider will generate automated information to support charge-backs to fleet users for maintenance and repair services, fuel usage, and motor pool usage.

g. Daily Report. The Provider will generate a report summarizing the previous day’s activities for delivery to the [organization] before noon each working day. The

exact content and format of the report will be determined by the [organization], but will include the current day’s scheduled activities and information from the previous day’s activity such as:

• Performance relative to each performance parameter • Vehicles scheduled for PM service

• Vehicles scheduled for repair or other service

• A listing of vehicles not delivered for a scheduled PM or other service (The listing will include the assignee’s name, if known, and department) • A status report of any Non-Targeted Operating Budget work by vehicle • Warranty/Recall status

• A summary of suspected blatant user abuse

• A summary of repair activity indicating vehicles returned to service • A summary of vehicles remaining out-of-service

• A summary of new vehicle preparation activities • Number of completed work orders

• Fuel management and unusual usage activity

• Summary of vehicles not repaired pending authorization to repair from [organization]

h. Monthly Report. The Provider will submit a monthly report to the [organization] on or before the 10th _{calendar day of the month following the reporting period.} The report will summarize the month’s work within the parameters defined by the daily report. In addition, the monthly report will include a summary of user feedback on services provided and a summary of fuel and car wash activity. A monthly safety report will also be submitted.

i. Transition Report. The Provider will submit a written report at the conclusion of the four (4) month transition period that reviews the degree to which the Provider’s transition plan was completed on time and the results obtained.

j. Annual Report. On the first anniversary of the effective date of the Agreement and every other anniversary date thereafter, the Provider will submit to the [organization] a written annual report that summarizes the year’s activity in the format agreed upon by the Provider and the [organization]. The Provider will provide a statement indicating the solvency of the Provider as part of the annual report. This may take the form of a standard issued certified corporate report or certified statement of the Provider’s financial condition. The Provider will also include in the annual report the results of the annual customer satisfaction survey, required in the Quality Assurance Program previously discussed, in a format acceptable to the [organization].

k. Complaints. The Provider will perform a service of high quality and keep the number of legitimate complaints to a minimum. The Provider will maintain a

record of all complaints for inspection by the [organization], and will furnish a monthly report listing the name and department of the person complaining, the time and date the complaint was received, the nature of the complaint, and the disposition of each complaint. The Provider may be required, upon notification from the [organization], to do a follow-up contact with the management of the complaining department user to assure satisfaction has been achieved. The Provider will respond to complaints from the [organization] within 24 hours after a complaint is received. The Provider will include the resolution of such complaints in the monthly report.

l. Ad Hoc Reports. The Provider may be required to assist in the generation of any ad hoc reports as the [organization] or any of its user departments may request.

In addition, some users may require copies of repair orders when vehicles are picked up to document costs incurred that are eligible for Federal reimbursement. All such request must go through the Fleet Manager or Staff.

10. PROVIDER PERSONNEL