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HomeMy WebLinkAbout2017 05 08 Regular 500 Annual Solid Waste Performance ReviewCOMMISSION AGENDA ITEM 500 REQUEST: Informational Consent Public Hearings Regular X May 08, 2017 KS KL Regular Meeting City Manager Department Public Works Department requesting the City Commission validate the 2016 -2017 Solid Waste Survey Results entitling the franchisee to receive the Performance Bonus, and receive the Annual Solid Waste Evaluation Report. SYNOPSIS: The purpose of this Commission item is to provide the results of the Solid Waste Survey to the City Commission and verify the results which determine that the Solid Waste Franchisee, Waste Pro, is eligible for the Year 11 Performance Bonus, and also for the City Commission to receive the Annual Solid Waste Evaluation Report as stipulated in the Solid Waste Franchise Agreement. CONSIDERATIONS: This agenda item is needed to fulfill the contract requirements of the Solid Waste Franchise Agreement relating to Performance Bonus and Annual Evaluation. The performance bonus provision of the Agreement with Waste Pro provides for a performance bonus of $15,000 provided the Contractor receives a customer satisfaction rating of 90% or greater. The Evaluation Report must be presented to the City Commission on an annual basis. Staff contracted with the Institute of Social and Behavioral Sciences at UCF to perform the survey again this year at a final cost of $3,498. This cost is split 50 -50 with Waste Pro. The same solid waste survey questions as last year were used. With the assistance of the IS Department, we continue to provide UCF staff with customer phone numbers from our billing system which improves the accuracy and efficiency of the survey. Regular 500 PAGE 1 OF 3 - May 08, 2017 The level of customer satisfaction measured in the survey was 95.2 %, for the 416 respondents. Previous results from 2016 to 2007 were 94.78 %, 93.4 %, 94.5 %, 95.2 %, 97.1 %, 96.8 %, 94.2 %, 97.0 %, 93.4% and 93.2 %, respectively. The survey results entitle WastePro to the $15,000 performance bonus. The City has processed the UCF survey invoice and 50% of that cost will be deducted from the $15,000 performance bonus netting WastePro $13,251. Those respondents with negative experiences or questions were asked if they wanted to be contacted and 22 provided contact information. 47 customers requested repairs or replacement to their toter or recycle bins. Staff has initiated contact with all these residents and will coordinate resolution of their concerns /complaints with Waste Pro. Staff also reviewed the anonymous complaints with Waste Pro staff to identify opportunities for improvement. In accordance with Section 9.3 of the Solid Waste Agreement dated March 1, 2006 by and between the City of Winter Springs and Waste Pro of Florida, Inc., Waste Pro's performance shall be evaluated annually by the City Manager or his designee via a written annual evaluation, which shall be subsequently delivered to the City Commission at a public meeting. The evaluation shall be based on the level of service criteria set forth in paragraph 9.1 of the Solid Waste Agreement. Those criteria are listed in the attached Annual Evaluation Report. Staff has completed the required evaluation and has met with representatives from Waste Pro to discuss the report. All evaluation criteria were found to be "Good" or better. City and Waste Pro staff also discussed specific concerns about route starting times, missed pick ups and toter condition. It was also noted that the City greatly appreciated the extra coordination, equipment, manpower, and pick up days that WastePro was able to promptly provide in response to the Hurricane Mathew debris. The evaluation is attached. The contract year beginning March 1, 2016 is the second year of the four year extension to the Solid Waste Agreement with Waste Pro of Florida, Inc. approved by the City Commission on October 13, 2014 which will expire February 28, 2019. FISCAL IMPACT: The Survey cost of $3,002 was paid from the Solid Waste Fund. Waste Pro's share of the survey will be deducted from the $15,000 performance bonus for a net performance bonus of $13,499. The current residential solid waste rate of $18.10 per month remains unchanged since 2006 although some adjustment through indexing or other mechanism will need to be considered in the immediate future. COMMUNICATION EFFORTS: This Agenda Item has been electronically forwarded to the Mayor and City Commission, City Manager, City Attorney /Staff, and is available on the City's Website, LaserFiche, and the City's Server. Additionally, portions of this Agenda Item are typed verbatim on the respective Meeting Agenda which has also been electronically forwarded to the individuals noted above, and which is also available on the City's Website, LaserFiche, and the City's Server; has been sent to applicable City Staff, Media/Press Representatives who have requested Agendas /Agenda Item information, Homeowner's Associations/Representatives on file with the City, and all individuals who have requested such information. This Regular 500 PAGE 2 OF 3 - May 08, 2017 information has also been posted outside City Hall, posted inside City Hall with additional copies available for the General Public, and posted at six (6) different locations around the City. Furthermore, this information is also available to any individual requestors. City Staff is always willing to discuss this Agenda Item or any Agenda Item with any interested individuals. RECOMMENDATION: It is recommended that the City Commission validate the Solid Waste Survey Results entitling the Franchisee to receive the Performance Bonus of $15,000 less survey costs payable from the Solid Waste Fund and also accept the Annual Evaluation Report for Waste Pro for the period of March 1, 2015 — February 28, 2016 as submitted by staff. ATTACHMENTS: 1. 2017 Solid Waste Customer Satisfaction Survey (11 pages) 2. Annual Evaluation (2 pages) Regular 500 PAGE 3 OF 3 - May 08, 2017 Attachment No. 1 �� LA A r tty of ei �t� l Florida Institute for Social and Behavioral Sciences Department of Sociology Winter Springs Customer Satisfaction with Waste Management Services 2017: Final Report an Mandi N. Barringer and Amy M. Donley, PhD Department of Sociology Institute for Social and Behavioral Sciences University of Central Florida March, 2017 Overview The Institute for Social and Behavioral Sciences (ISBS) through the University of Central Florida contracted with the City of Winter Springs, FL to conduct a telephone survey to determine the level of customer satisfaction with the City's solid waste disposal subcontractor — WastePro. The sample was obtained in 2016 from the City of Winter Springs water bill records. The survey was administered using a "computer- assisted" (CATI) telephone survey between March 2, 2017 and March 9, 2017. The survey consisted of a structured, electronic questionnaire that is used annually to determine consumers' satisfaction with WastePro. All surveyors were thoroughly trained before surveying participants. Surveyors for this project consisted of undergraduate and graduate students from UCF employed by the ISBS. The surveyors dialed telephone numbers at random from the list until the desired sample size was achieved — the desired sample size is 400 or more completed surveys from respondents with a monthly water bill that includes a charge for trash collection service. Although the sample is derived from a population of the City of Winter Springs' customers to help eliminate non - resident participation, the survey design includes an initial screening question to ensure only residents who currently in live in the City of Winter Springs and are charged for trash collection services are included. Participants are asked the following screening question: "Does the monthly water bill that you get from the City of Winter Springs include a charge for trash collection services? " Individuals who respond "no" or "don't know" are excluded from the survey and their interview is terminated. Total Call Attempts Table 1 shows the breakdown of "call attempts" throughout the duration of the survey. A "call attempt" is an effort by one of our surveyors to reach a person at a particular telephone number. The number of call attempts totaled 5,248. The results show that 7.9 %, or 416, of all call attempts resulted in a completed survey with eligible residents. More than half of all call attempts resulted in "no answer," which includes answering machines and voicemail along with unanswered call attempts. Table 1. Total Call Attembts for 2017 Winter Sbrinus Waste Surve Total 5,258 100.0% Results Overall Customer Satisfaction After asking participants the initial screening questions, surveyors asked participants about their overall satisfaction with the trash collection services. The question is as follows: "As you probably know, solid waste in Winter Springs is picked up by a private contractor, Waste Pro. All in all, are you satisfied or unsatisfied with the trash collection services you receive at your place of residence? " The results show that customer satisfaction with WastePro (95.2 %) exceeds the 90% satisfaction rating. Compared to the 2016 Winter Springs Report, customer satisfaction with WastePro has increased from 94% to 95% in 2017. Table 2 shows the results of customers' reported satisfaction levels. Table 2. Satisfaction with Trash Collection Services Frequency Percentage No Answer 2588 49.2% Disconnected 995 18.9% Complete 416 7.9% Partial 48 0.9% Not in Sample 78 1.5% Out of Target Area 98 1.9% Business 135 2.6% Call Back Spanish 15 0.3% Call Back Other 1 0.0% Call Back 620 11.8% Busy 81 1.5% Fax 9 0.2% Disconnected 0 0.0% Refusal 174 3.3% Total 5,258 100.0% Results Overall Customer Satisfaction After asking participants the initial screening questions, surveyors asked participants about their overall satisfaction with the trash collection services. The question is as follows: "As you probably know, solid waste in Winter Springs is picked up by a private contractor, Waste Pro. All in all, are you satisfied or unsatisfied with the trash collection services you receive at your place of residence? " The results show that customer satisfaction with WastePro (95.2 %) exceeds the 90% satisfaction rating. Compared to the 2016 Winter Springs Report, customer satisfaction with WastePro has increased from 94% to 95% in 2017. Table 2 shows the results of customers' reported satisfaction levels. Table 2. Satisfaction with Trash Collection Services Frequency Valid Percent Satisfied 396 95.2% Unsatisfied 11 2.6% It depends, varies from week to week, etc. 9 2.2% Don't know, can't say, refused 0 0% Total 416 100.0% It should also be noted that although the survey only asks customers' about specific complaints they have regarding their trash collection services, one of the surveyors reported that a customer gave unprovoked positive feedback about WastePro. The surveyor retold the following information from the customer: "She [the customer] said they [WastePro] are really nice and help her out since she [the customer] is old and has muscular disease. " Specific Complaints from Customers The satisfaction questions were followed by an open -ended question asking participants about specific complaints they have about their trash collection services. The question is as follows: "Do you have any specific complaints about the trash collection service that you would like to tell me about? " Similar to years past, customers who reported overall satisfaction with their trash collection services voiced specific complaints about their trash collection services when asked the question. Figure 1 shows the verbatim responses of customers with specific complaints (Located in the Appendix). Some of the most frequently mentioned complaints include: difficulty communicating with WastePro about specific complaints and concerns; larger recycling bins; placement of bins by WastePro after they empty containers; and inconsistent collection times and failure to collect waste. Many of the same complaints were voiced by customers in 2016, such as needing larger bins, inconsistent collection times and the failure to collect waste. In 2016, many customers complained that the misplacement of containers is challenging for those with disabilities. The 2017 results shows a decrease in complaints among those with disabilities. However, given that customers are still voicing their concerns regarding the misplacement of bins after WastePro collects the waste and this concern is a low -cost, high- benefit opportunity, it may be beneficial to train workers (or reiterate the importance) to place bins back where they were and out of driveways. Customers to Contact Customers who expressed any sort of complaint, regardless of whether they reported overall satisfaction with their trash collection services, were asked if they would like to be contacted by the City of Winter Springs to discuss their specific complaints. Table 3 shows that 338 customers reported that they do not have any specific complaints to report, and 63 customers reported they had specific complaints about their trash collections services. However, only 62 of the 63 voiced an actual complaint to the surveyors to record. Additionally, 401 customers of the 416 eligible customers answered the question regarding specific complaints. Table 3. ReSDondents' Comnlalnts about Trash Collection Services Frequency Valid Percent No 338 84.3% Yes 63 15.7% Did not answer 15 -- Total 416 100.0% Of the 63 customers who voiced an actual complaint to the surveyors (Table 3), 22 customers said they wish to be contacted by the City to talk to them about their trash collection issues, and 40 customers said they did not wish to be contacted by the City about thrash collection issues. Figure 2 provides the contact information for the customers who indicated that they would like to be contacted by the City (located in the Appendix). Damaged Trash Bins All respondents were asked if their trash collection containers are damaged to the point they need replacing. The question is as follows: "Is your trash collection container (bin) damaged to the point where you would like it to be replaced? " Table 4 shows that 361 customers reported that their trash collection containers are not damaged to the point that they would like them replaced, and 54 customers said their trash collection containers are damaged to the point where they would like them to be replaced. Of the 416 eligible participants, 1 person did not answer the question. Table 4. Damaged Trash Collection Containers Frequency Valid Percent No 361 87.0% Yes 54 13.0% Did not answer 1 -- Total 416 100.0% Figure 3 shows the contact information for 47 customers who reported that their trash collection containers are damaged to the point they would like them to be placed. Out of 54 customers who reported they had damaged bins and would like them replaced, only 47 customers provided contact information (located in the Appendix). Appendix Figure 1. Respondents' Specific Complaints Recorded Verbatim I Being disabled, it would be nice if they put it back on the driveway Bill is too high. They throw trash cans around and damage them. They made me prove why my trash bin was stolen and it took a long time to get a new one. How am I 2 supposed to prove it is missing if I don't know who took it? 3 Difficult to communicate with 4 Don't come on holidays 5 Expected to break down boxes too small. Or else they won't take them. 6 Flexible in yard pickup 7 Garbage can is always placed in the wrong place by workers (in street or driveway) Half the time, they forget to pickup the damn thing. And when they do drop the can they don't pick up garbage in the street. And once we had a broken can and they didn't bring us a new one, 8 they just threw the whole thing in the back of the truck 9 I had two trashcans they took one away and tried to charge when ask about a replacement I have a piece of concrete barrier so I called and asked if it was waste or if I need to bring it to the dumpster, and the individual me told me to just break it down and put it on the curbside. However, the trash collectors have not picked it up they just left it there. 10 I have a trash can that was owned by the lady who previously owned the house. She had cats. The trash 11 absorbed the cat urine and now the bin stinks. I need a new bin and they are making us go pick it up, and I think it should be delivered to me since I am 12 paying I wish if you could bring out new recycle bins and exchange them instead of me having to go pick them 13 up 14 I wish that recycling bin would be as big as the trash bin. 15 I would like for the recycling bins to be as large as the trash containers. 16 I would prefer that we have recycle containers that are on wheels and have lids on them. 17 If you don't have everything into the trash can, the usually don't take it. In our neighborhood, the street are narrow and they are very careless where they leave the bins when they are done. Sometimes they are left in driveway. Or if there is a spill it is not picked up. I have been to 18 other neighborhoods where this does not happen. 19 Larger tub recycling 20 No recycling pick up on holidays in inconvenient because there are so many Monday holidays 21 Not easy to contact WastePro for their services Occasions when they do not pick up recycling because it wasn't in the green bin. its childish and I've had to call them twice in the last six months 22 On holidays (ex. Christmas, Martin Luther King Day) an e -mail would be appropriate to send out letting me know the trash collection will not come. 23 24 Once a week a recycling gets rejected on the second day, leave the trashcan in the middle of the drive way. 25 Only need pick up once a week People drop dog poop in the bin sometimes and the trash people don't always empty it all the way and it 26 makes my garage smell 27 Placement of bins 28 Previous years they didn't pick up trash that fit requirements 29 Problems with time management- too late or too early 30 Receive bill via email Recycle bin has either been left on the other side of the street for my neighbor to think it's there. Or my trashcan was removed by WastePro without notifying me and I wasn't able to get a trashcan 31 for three weeks 32 Recycling bin disappeared Recycling bin is too small and we end up throwing away 75% of our recyclables, would like a larger 33 recycling bin 34 She has the garbage can, but not recycling can 35 Should have collection day one day 36 Smaller trash bin, please Sometimes our garbage is picked on Tuesday and Friday. Sometimes the garbage is picked up on time 37 but the recycle bin is not taken for a day or two Sometimes the guy does not empty the entire bin and just takes out the trash bag. Then there is left trash 38 at the bottom of the bin. 39 Sometimes they don't empty my garbage all the way 40 Sometimes they need to learn to clean up after themselves and not leave trash on the ground 41 Sometimes they throw the cans down and my big can is cracking 42 The employees throw the bins on the ground causing them to break. 43 The lid is broken due them (employees) breaking it 44 The lid on my trash bin is breaking. I need a new one for solid waste and yard waste. 45 The old damaged bin needs to be picked up 46 They do not completely get rid of the recycling They don't put the bins back properly and trash flies around. Sometimes they come really late. 47 Inconvenience and dangerous when late. They hit a bolster by my garage. They just put it back up and they didn't tell me about it. They completely broke it. They also hit my AC unit, which dented it. They fixed my bolster for no cost but it really pissed 48 me off that they didn't tell me about it. it was very unethical 49 They mess up frequently, they miss a day, they stop taking recycling They miss my house at least once a month and I have to call. I wave at them trying to tell them to stop 50 but they just drive by. 51 They sometimes do not pick up yard waste 52 They sometimes leave garbage in the middle of the drive way 53 Too early and wake me up. Recycling gets picked up too late. 54 Tossing recycling bins in plant beds 55 Trash in front of house has not been picked up 56 Unfair charge compared to other residence We don't need garbage pick -up more than once a week; notorious for leaving garbage can in the center 57 of the drive -way 58 59 60 61 62 When they do recyclables, sometimes smaller items like yogurt cups or cat food are left behind. I think because they're moving too quickly, so sometimes it gets left in the street Won't take recycling separately Would not pick up yard waste after the hurricane. Yard collection is inconsistent Yard pickup is unreliable; would like a larger trash bin Figure 2. ReSDondents' Contact Information — Comblained and Want to be Contacted Name Address Phone or Email 1 Collen 1276 Orange Ave 407 - 760 -2850 2 Rafael Mulet 812 Wakulla lane 321 - 698 -3066 3 Bernice Martin 205 San Gabriel 386- 307 -4138 4 Kendall Bens 123 Garden drive 407 - 405 -3730 5 Laury Alley 630 Alton Road 407 - 327 -2469 6 William Harden 1794 Senica BLV 407 - 435 -8566 7 Debbie 341 Kirkcaldy Drive hilltop.deb @gmail.com 8 Kelsie Diedkeinn 411 Horizon Drive 810 - 217 -3297 9 Tom 132 Seville Chase Drive 407 - 721 -0628 10 Jennifer Miles 518 Shane circle, 32708 407 - 834 -6122 11 Bryan Wilcox 310 Heatherwood Court 321 - 663 -3953 12 Spencer Smith 100 Goldenrain Gove 407 - 371 -2292 13 Ken Marcotte Refused to give address 407 - 699 -6636 14 Elizabeth Spinsby 739 Sherwood Drive easpinsby @gmail.com 15 Clancy Huckabee 213 Holiday Lane 407 - 222 -6648 16 Refused Refused 407 - 437 -1787 17 Refused Refused 407- 618 -6662 18 Doug Invrunas 733 Bear Creek Circle 407 - 765 -5905 19 SandraGagel 305 Birch terrace 865- 314 -3371 20 Refused Refused to give address 646- 944 -4349 21 Thomas Swindell 726 Bear Creek Circle 407 - 697 -1188 22 Peter Etoh 356 Stremview Way 407 - 415 -5064 Figure 3. Respondents' Contact Information with Damaged Trash Collection Containers Name Address Phone or Email 1 Christe Ferro 468 Verandah Ct. 2 Ross B. 220 Wade St. 3 Bernice Martin 205 San Gabriel 4 Kendall Bens 123 Garden Drive 5 Refused Refused 6 Refused 1063 Deer Run 7 Darlene Harwell 211 N. Alderwood Street 8 Michael Alexander 416 South Hawthorne Circle 9 William Harden 1794 Senica Blvd. 10 Charles Latimer Refused 11 Kelsie Diedkeinn 411 Horizon Drive 12 Refused Refused 13 Refused Refused 14 Tracy Ballent 1004 Antelope Trail 15 Carrey Weaver 240 3rd St. 16 Darin Allison 11136 Shadowbrook trail 17 Nancy Allen 120 Third Street 18 Bryan Wilcox 310 Heatherwood Court 19 Lauren Wass 134 Nandina Terrace 20 Jackie Dahre 714 Highgate Drive 21 Jenny Gorsegner 120 Nandina Terrace 22 Roudi 106 Shell Flower Cove 23 John Gegenheimer 1209 Jaguar Court 24 Patti Goode 705 Ironwood Court 25 Eva Shirley 1169 Baltic Lane 26 Clancy Huckabee 213 Holiday Lane 27 Ben Saro 201 Holiday Lane 28 Adrian 427 Harbor Winds Ct 29 Maria Ayala 463 Harbor Winds Ct 30 Rebekah Crosby 704 Silver Creek Drive 31 Brian 20 North First Court 32 Maria 112 Mercy Rd 33 Norma Cooksey 996 Sleeping Rock Court 34 Sandra Gagel 305 Birch terrace 35 Refused Refused 36 Bracco 427 Tradition Lane 37 Lauren Ainsworth 552 Laurel Court 38 Refused 1047 Willa Lake Circle 39 Mike 1236 Royal Oak Drive 40 Pano Lutchmidat 1204 Stoneharbor Rd. 41 Refused Refused 42 Gordon Evans 848 Leppard Trail 43 Chuck Woodman 202 Stratford Dr. 407 - 619 -5960 321 - 228 -7847 386-307-4138 407 - 405 -3730 407 - 435 -8780 407 - 699 -1030 407 - 431 -1914 407 - 280 -7526 407 - 435 -8566 order@ cal attimer@gmail. com 810 - 217 -3297 407 - 699 -4759 407 - 756 -2538 407 - 234 -2288 407 - 463 -7436 352- 256 -7555 407 - 327 -5077 321 - 663 -3953 786 - 493 -7018 407 - 280 -1456 407 - 808 -3136 marilyndroudi @gmail.com 407 - 695 -1817 321 - 662 -1314 407 - 489 -4480 407 - 222 -6648 386- 405 -0338 321 - 230 -2151 407 - 619 -2436 rcrosbyfl @gmail.com 407 - 271 -0769 407-369-1727 407 - 366 -8614 865- 314 -3371 fmsmith67@aol.com 407 - 637 -6637 386 -561 -7123 kellybassettl21212 @gmail.com 407 - 366 -3646 407 - 620 -2363 908 - 721 -1165 305 -527 -7870 chuck.woodman@lmco.com 44 Lori Weisberg 45 Gary Henriquez 46 Refused 47 Rebecca 205 Stratford Dr. 367 Streamview Way Refused 507 Shadowood Lane 407 - 366 -7495 407 - 758 -3924 iflywoe @yahoo.com Beck,vmu1122(- ,gmail.com Attachment No. 2 AUTHORITY: In accordance with the Solid Waste Agreement dated March 1, Z006 and amended on December 13, 2010 and October 13, 2014 by and between the City of Winter Springs and Waste Pro of Florida, Inc., Section 9.3, Contractor's performance shall be annually evaluated by City's Authorized Representative and/or City Commission. The evaluation shall be based in the level of service criteria set forth in paragraph 9.1 of the Solid Waste Agreement. For each criteria the Authorized Representative shall evaluate and grade Contractor's performance as Unacceptable, Acceptable but Needs Improvement, or Good. For each review criteria in which Contractor receives an unacceptable grade, the Authorized Representative shall provide Contractor a written explanation of why Contractor's performance was unacceptable and Contractor shall be given a reasonable period of time, as determined by the Authorized Representative, to bring its level of performance up to levels acceptable to the Authorized Representative, EVALUATION: Grade Scale: Good, Acceptable but Needs Improvement, Unacceptable (requires explanation) CRITERIA A: The number of complaints received pursuant to paragraph 9.2 of the Solid Waste Agreement and Contractor's performance in resolving the complaints in a professional and expedient manner. GRADE: I Fair Complaints resolved in allowable time frame. Quantity of complaints still within acceptable levels Increasing trend in service errors is a concern -155 - 20144 153 - 2015, 276 - 2016, and 369 this year out of approximately 2.5 million service opportunities. The breakdown of the 369 The number of times that Contractor had to pay liquidated damages pursuant to paragraph 25.0 of thr, -77-lict waste agreement. GRADE: Good .-- — —1 EXPLANATION: 0 VA 111 WN U allam. 'Roff CRITERIA D: Contractor's participation in community meetings/events sponsored by City. GRADE: Good EXPLANATION: th Contractor provided $5,000 in donations to City's 4 of July event during the evaluation period fulfilling contract requirement. Special events support providing toters and roll offs is excellent. EXPECTED RESOLUTION DATE: CRITERIA ® Contractor's financial viability to continue performing the collection and disposal service as required by this a ;mement. GRADE: Acceptable but needdsLinr rovement EXPLANATION: i Have not received 2014 or 2015 Financials. Contractor is timely in their response to all requests for follow up. EXPECTED RESOLUTION DATE:Ongoing I — CRITERIA G: Rec6iv—ed by Contrase Pro of Florida: Date