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Home My WebLink About2010 04 26 Regular 601 Solid Waste Survey And Performance Review COMMISSION AGENDA CONSENT INFORMATIONAL ITEM 601 PUBLIC HEARING REGULAR X April 26, 2010 MGR /DEPT //` Regular Meeting Authorization REQUEST: Public Works Departments Requesting the City Commission Validate the Solid Waste Survey Results Entitling the Franchisee to Receive the Performance Bonus and Receive the Annual Staff Solid Waste Review SYNOPSIS: The purpose of this Board item is to provide the results of the Solid Waste Survey to the City Commission which determined that the Contractor is Eligible for the Year Four Performance Bonus and also receive the staff review of the contract performance as stipulated in the Solid Waste Franchise Agreement. CONSIDERATIONS: Performance Bonus: This agenda item is needed to fulfill the performance bonus provisions of the Franchise Agreement for Solid Waste Agreement with Waste Pro of Florida. Section 35.0 specifically says: 35-.0 Performance Bonus. To the extent permitted by taw, beginning with the torsi anniversary of this Arecment, ('ontractur shall be entitled to can a performance honus for the prior years collection and disposal services within the service are), provided Contractor receives a customer satisfaction rating =, of ninety percent (')t1 °i,) or greater. The rating; shall be determined by a competent and independent research consultant chosen by mutual agreement oldie Contractor and City. The Contractor shall pay fifty percent ofthe cost ofretaintng the consultant_ 1 he performance bonus shall be Twelve Thousand Five Hundred Dollars 12,5t It► t)1 01 per year for the first three years pertinmancc under this Agreement and Fifteen 1 honsaild Dollars I S15,01)0.00) per year thereafter. Staff contracted with the Institute of Social and Behaviorial Sciences at UCF to perform the survey at a final cost of $2,829 which included $414 for the two special events questions. 042610_COMM_Regular_601 _ Solid _Waste_Performance_Review_2010 April 26, 2010 Regular Agenda Item 601 Page 2 WastePro has agreed to split the total survey cost with the City. The same solid waste survey questions and format previously approved by the City Commission were used. The respondents with negative experiences or questions were asked if they wanted to be contacted and 15 provided contact information. Both City staff and WastePro representatives contacted the residents to address their questions /concerns. The survey was completed and provided to the City by UCF. The level of customer satisfaction was measured at 94.2% based for the 463 respondents. Previous results were 97.0% in 2009, 93.4% in 2008 and 93.2% in 2007. 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 performance bonus. Annual Evaluation: 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. Issues deemed "Acceptable but Needing Improvement" have been discussed with Waste Pro and have been or are being remedied. Staff found no areas of review that were deemed "Unacceptable." The evaluation is attached. 9.3 Annual Evaluation Procedure. Contractor's performance shall be annually evaluated by City's Authorized Representative and/or City Commission under the following procedure: A. Upon or soon after the occurrence of each annual anniversary date of this Agreement, the Authorized Representative shall conduct and prepare a written annual evaluation of Contractor's performance in providing the collection and disposal services under this Agreement ( "Evaluation "). The Evaluation shall be based on the level of service criteria set forth in paragraph 9.1 herein. For each criteria the Authorized Representative shall evaluate and 04261 0_COMM_Reg u lar_601 _ Solid _Waste_Performance_Review_2010 Regular Agenda Item 601 April 26, 2010 Page 3 grade C'ontractor's performance as unacceptable, acceptable but needs improvement, or good. If 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. B. The Authorized Representative shall deliver the Evaluation, the aforesaid explanation, and other relevant documents to the City Commission for consideration by the City Commission at a public meeting. At the meeting, the Authorized Representative and Contractor shall have the opportunity to explain their positions and the City Commission shall then determine whether this Franchise should continue under conditions determined by the City Conirnission or be terminated, without penalty, pursuant to paragraph 14.1(H) herein. FISCAL IMPACT: The Survey cost of $2,829 has been paid from the Solid Waste Fund. WastePro's share of the survey will be deducted from the $15,000 performance bonus for a net performance bonus of $13,585.50. The current residential solid waste rate of $18.10 per month remains unchanged since 2006. COMMUNICATION EFFORTS: The annual survey resulted in 451 interviews with residents of which 94.2% were satisfied with the level of service. At the request of the Commission, the survey also solicited contact information from respondents who had concerns or questions who were contacted by both the City staff and WastePro staff. RECOMMENDATION: It is recommended that the City Commission Validate the Solid Waste Survey Results Entitling the Franchisee to Receive the Performance Bonus of $13,585.50 payable from the Solid Waste Fund and also accept the Annual Evaluation Report for Waste Pro for the period of March 1, 2009 — February 28, 2010 as submitted by staff. ATTACHMENTS: 1. Survey Report 2. Annual Evaluation Report 042610_COMM_Regular_601 _ Solid _Waste_Performance_Review_2010 6 Urversity of Central Florida Institute for Social and Behavioral Sciences Winter Springs, FL, Customer Satisfaction with Waste Management Services, 2010: Final Report By James D. Wright and Jana Jasinski University of Central Florida March 24, 2010 .1. milk i U The UCF Institute for Social and Behavioral Sciences contracted with the City of Winter Springs, FL, to undertake a telephone survey that would determine the level of consumer satisfaction with the City's solid waste disposal subcontractor, WastePro. In addition, for the 2010 survey administration, additional questions were added regarding the annual 4th of July celebration. The survey was a "computer- assisted" (CATI) telephone survey of registered voters in Winter Springs, Florida, conducted according to the quality standards that prevail in the phone survey industry. A sample of the City's registered voters was obtained from a commercial sampling firm. Numbers from the list were dialed at random until the desired sample size was achieved. Screening questions at the beginning of the survey determined whether respondents were in fact legal residents of Winter Springs and whether they lived in single family residences, which negotiations with the City had previously determined to be the appropriate target population. The following table shows the disposition of "call attempts" in the survey. A "call attempt" is an effort by one of our interviewers to reach a person at a particular number. Since any one number can be (and often is) called multiple times, the number of call attempts (in this case, 7,840) is far larger than the telephone numbers we attempted to dial. As can be seen, only about one call attempt in twenty (5.75 %) resulted in a completed survey. One in three (34.66 %) of all call attempts resulted in "no answer," which includes answering machines and voice mail along with unanswered telephones. Disposition of Call Attempts: Winter Springs Survey 2010 Category Number Percentage No answer 2717 34.66 Call Back (1) 641 8.18 Business number 98 1.25 Disconnected 3356 42.81 Busy 102 1.30 Not in sampling frame 118 1.51 Refused 9 0.11 Fax /Computer Line 102 1.30 Out of target area 215 2.74 Call Back Spanish 16 0.20 Other 10 0.13 Partial 5 0.00 Completed Surveys 451 5.75 Total Dial Attempts 7840 1 Table Notes (1) Includes both scheduled call -backs (specific day and time) and more general "please call me back later." In all, 451 interviews were completed with eligible respondents. For a sample size of 451, the margin of survey error (95% confidence intervals) for a percentage near 50 -50 is ± 4.56 percentage points. For a percentage split near 90 -10, the corresponding margin of error is ± 2.74 percentage points. Aside from the screening questions to determine jurisdiction of residence and residence type, the remainder of the survey consisted of seven questions: 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? 1 Satisfied 3 Unsatisfied 8 It depends, varies from week to week, etc. 9 Don't know, can't say, refused. Do you have any specific complaints about the trash collection service that you would like to tell me about? Results for the question about overall satisfaction were as follows: Number Percentage Valid Percentage Satisfied 425 94.2 95.7 Unsatisfied 10 2.2 2.3 Depends, "it varies" 9 2.0 2.0 DK /Can't Say/ Refused 7 1.6 - -- Total 100.0 100.0 N = 463 451 The measured level of consumer satisfaction with WastePro (94.2 %) exceeds the 90% satisfaction rating referenced in the contract. In the 2010 survey administration two questions were asked about special events in the City of Winter Springs: 2 Do you support special events in the City such as the 4th of July, Hometown Harvest, and the Holiday Tree Lighting and Parade? Number Percentage Yes 318 70.5 No 102 22.6 No opinion 31 6.9 Total 451 100.0 Do you support the utilization of taxpayer dollars, not to exceed $25,000, to fund the 4th of July event? Number Percentage Yes 264 58.5 No 88 19.5 No opinion 99 22.0 Total 451 100.0 Many people who pronounced themselves satisfied overall with their trash collection services nonetheless had specific complaints that they mentioned in response to the follow -up question. Responses to the follow -up are reproduced verbatim below. We have not undertaken any detailed analysis of these responses, but a casual reading shows that leaving trash behind in the streets, and indifferent handling of the emptied bins tend to be the most frequently mentioned complaints, as, indeed, they also were last year. Do you have any specific complaints about the trash collection service that you would like to tell me about ?" a little rough with the cans beating the trash cans come to early in the morning each trash collection company was given a territory and the rate when up...usually the overhead goes down yet the cost to the citizens went up garbage too big and hard to handle 3 I DONT LIKE THE UGLY BINS THAT THEY USE. BRIGHT BLUE AND BRIGHT GREEN. AND THEY'RE BULKY. SO I DONT USE THEM. BUT THEY DUMP IT UPSIDE DOWN. ITS LIKE IF YOU DONT DO IT OUR WAY, WERE GOING TO MESS YOU UP. THEY DIDNT PICK UP THE YARD WASTE UNTIL 5 TODAY, MAYBE EVEN A LITTLE LATER. THEY'RE OVERPRICED AND THE SERVICE IS NOT AS GOOD AS IT USED TO BE. I need a new container Increase in price, over and over. It's silly to pay for a recycle bin leave the trash cans everywhere, but nice guys. leave trash cans in driveway Leave trash cans in the road; this is bad because roads are not that wide. Leaving trash behind. More capability for the recyclables. We need larger containers so we can have mroe stuff recycled need more info about recycling materials ON holidays it's confusing. When the holiday is on a monday, it's confusing about when they pick up the trash. it only happens seldom. Once in a while they forget to pick up our trash since we are the last house. Our can is broken Our trash can is broken Price is too high. recycle stuff all over the place recycling -they destroy the containers they provide ..throw them around requested a new recycle bin and it has been about a year and still have not received. Silly that they come only two days a week, they should pick up leaves and mold. Sometime they don't collect trash sometimes i put out yard trash, sometimes they will pick them up and sometimes they wont sometimes they break the cans sometimes they don't pick up stuff that falls outs sometimes they miss my house sometimes with multiple containers, instead iof propping them back up they throw them around. The company before would always come out before holidays and after holidays. This company takes to long holiday pick -ups. 4 The pick up is on mondays and thursdays. Several holidays fall on mondays and the trash builds up. I would like for the trash collection days to me change to tuesdays and fridays. the price of service The scheduling for the recycling collection is not constant. The trash cans are too big1 the truck to large to navigate the streets of the neighborhood, the drive into the yards. They are a little messy. And the drivers drive a little fast and sometimes they drive over grass. they dont empty it all out the trash cans and sometimes abuse the cans and throw them where ever. they dont replace trash cans often enough They drive too fast through the subdivisions. they leave the can in the middle of the driveway THey leave the trash can in the middle of my driveway they leave the trash contian in the drive way they lock the lid off my waste can They make a lot of noise They place the trash cans in the middle of driveways, forcing residents to get out to their cars to move the trash cans. Or they leave the cans in the streets. They ran into his car by accident they tend to throw our trash cans around and leave trash in there They trash the buckets throw the garbage can in the middle of the drive way. To messy trash containers is bright blue and huge and can't keep in garage. I feel like I'm in a project. Please have them camfolouged. It really bothers me. Trash is left behind, esp. on recycling day. The trash blows out of the truck and into the yards. trash lids keep breaking Trash sould be picked up once a week opposed to twice a week. Larger containers for recyle. We could use another recycle bin we have to use them and no body else, we felt like it was a monopoly situation...sometimes they leave things behind on our lawn when they change schedule they do not inform the residence when they do recycling i dont think they take the styrofoam. and that bothers me a bit. 5 when they pick up recycling they tossed the container over the trash so the trash didnt get picked up when they pick up the garbage they charge me for garbage that i dont even use. im not even here. wish they can give new recycling bins. Would like a new trash can would want recycling more then once a week This year respondents were asked if they wanted to be contacted by someone from the city. Fifteen respondents indicated they would like to be contacted and provided their name. Listed below are the names, phone numbers, and specific complaints or issues of the individuals who would like to be contacted. Phone: 407 - 327 -5539 Angie Kaplon On holidays it's confusing. When the holiday is on a Monday, it's confusing about when they pick up the trash. Phone: 407 - 359 -6521 Martha trash lids keep breaking Phone: 407 - 359 -8606 Phil the truck is too large to navigate the streets of the neighborhood, they drive into the yards. Phone: 407 - 365 -1366 Vincent Holmwood We could use another recycle bin Phone: 407 - 365 -4865 Len Ament More capability for the recyclables. We need larger containers so we can have more stuff recycled Phone: 407 - 365 -8028 Abby Milon I need a new container Phone: 407 - 388 -1358 Mike they tend to throw our trash cans around and leave trash in there Phone: 407 - 695 -1987 Nancy wish they can give new recycling bins. Phone: 407 - 695 -8177 Jennifer Our can is broken Phone: 407 - 696 -5547 becky 6 requested a new recycle bin and it has been about a year and still have not received one. Phone: 407 - 699 -4263 Robert Esteban when they pick up the garbage they charge me for garbage that I don't even use. I'm not even here. Phone: 407 - 699 -6373 Terry Patten each trash collection company was given a territory and the rate went up...usually the overhead goes down yet the cost doesn't Phone: 407 - 699 -6407 erin we have to use them and nobody else, we felt like it was a monopoly situation...sometimes they leave things behind on the street Phone: 407 - 971 -3210 Denise Whitton Our trash can is broken Phone: 4073656660 John Morgan Too messy Angie Kaplon 407 - 327 -5539 Martha 407 - 359 -6521 Phil 407 - 359 -8606 Vincent Holmwood 407 - 365 -1366 Len Ament 407 - 365 -4865 Abby Milon 407 - 365 -8028 Mike 407 - 388 -1358 Nancy 407 - 695 -1987 Jennifer 407 - 695 -8177 Becky 407 - 696 -5547 Robert Esteban 407 - 699 -4263 Terry Patten 407 - 699 -6373 Erin 407 - 699 -6407 Denise Whitton 407 - 971 -3210 John Morgan 4073656660 7 ENTER _S i A O /- ,� F- , es ~' I � cn WASTE PRO OF FLORIDA, INC. "' ` , ANNUAL EVALUATION REPORT NFi-oR►o,�/ For the Period March 1, 2009 — February 28, 2010 AUTHORITY: In accordance with the Solid Waste Agreement dated March 1, 2006 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: Good EXPLANATION: • Complaints resolved in allowable time frame. • Quantity of complaints within acceptable levels. • Anticipating implementation of a web -based program to facilitate customer requests and /or complaints. EXPECTED RESOLUTION DATE: CRITERIA B: Contractor's responsiveness to direction given by the Authorized Representative. GRADE: Good EXPLANATION: Contractor has been responsive to City direction(s). EXPECTED RESOLUTION DATE: CRITERA C: The number of times that Contractor had to pay liquidated damages pursuant to paragraph 25.0 of the Solid Waste agreement. GRADE: Good EXPLANATION: No liquidated damages to date. EXPECTED RESOLUTION DATE: CRITERIA D: Contractor's participation in community meetings /events sponsored by City. GRADE: Good EXPLANATION: Contractor provided $5,000 in donations to City events during the evaluation period as required. EXPECTED RESOLUTION DATE: CRITERIA E: Contractor's financial viability to continue performing the collection and disposal service as required by this agreement. GRADE: Good EXPLANATION: Financials appear in order. EXPECTED RESOLUTION DATE: CRITERIA F: Contractor's compliance with its "Customer Service Policy" required by paragraph 9.4 of the Solid Waste Agreement. GRADE: Good EXPLANATION: Contractor is timely in their response to all requests for follow up. EXPECTED RESOLUTION DATE: CRITERIA G: Inspection records of all collection vehicles. GRADE: Good EXPLANATION: Improvement noted - All reports received in a timely manner. EXPECTED RESOLUTION DATE: CERTIFICATION: Certified by the undersigned Authorized Representative of the City of Winter Springs, Florida: y/ r /, K m L. Smit Manager Date Received by Contractor Waste Pro of Florida: y -r - ao/ ontractor __ _- — Date