Memo on ATC Associates monitoring contractor performance, Jan 2003

NYC 9/11 Public Portal Document

these residences (each file folder is a residence) into the cancellation policy. 10. 5-10% of residents opt for aggressive monitoring. 11. ATC stated they schedule as many residences as they are able to reach for scheduling. ATC has tickler files with the cleanup scheduling and for the interview scheduling for a week out for field staff and following weeks in a cabinet. The files are coded orange for cleaning, blue for test only, and white for interviews. Up to 14 technicians are scheduled per day depending on the amount of scheduled work. Up to 4 monitors conduct the interviews. One is dedicated to this project, the others are assigned as needed. 12. ATC had one full time person placing calls to residents and responding to residents calls. There is a dedicated extension for this function with voice mail. A message on this line refers people to a cell phone number in case of an emergency. This "emergency" cell phone is monitored by two different individuals during after hours. One individual Is dedicated to managing the databases and entering the data. The database is a follow-up to the paperwork folders set up for each unit. The folders are set up after contact is made and go through to the billing phase. If contact is not made the information is entered on sheets that are then data entered. 13. The database (initial phases of implementation as mentioned previously) has columns for call 1, call 2, call 3, call 4 with sub-columns in each for contact, no answer, left message, tenant will call back. Separate columns are dedicated to the date letters are sent out. There was a question from ATC in terms of how these letters should be sent out (regular mail or certified mail/return receipt). The return receipt is more expensive and is not an acceptable cost for them to incur when the number of letters increases. 14. When field work is complete, it is placed in a location for billing. There were four full boxes (the size of the paper supply boxes) of completed work that was not billed. ATC will be working on them. 15. If a file returns from the field with a problem (ie. the work was not completed), Fred Burhardt reviews the file to determine the next step.

NYC-WTC 000133886