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2014 05 12 Regular 600 Waste Pro Annual Performance ReviewCOMMISSION AGENDA ITEM 600 REQUEST: Informational Consent Public Hearings Regular X May 12, 2014 KS KL Regular Meeting City Manager Department Public Works Department requesting the City Commission validate the 2013 -2014 Solid Waste Survey Results entitling the franchisee to receive the Performance Bonus, and receiving 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 8 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 $3,002. 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 were able to provide UCF staff with customer phone numbers from our billing system which greatly improved the accuracy and efficiency of the survey again this year. Regular 600 PAGE 1 OF 3 - May 12, 2014 The level of customer satisfaction measured in the survey was 94.5 %, for the 400 respondents. Previous results from 2013 to 2007 were 95.2 %, 97.1 %, 96.8 %, 94.2 %, 97.0 %, 93.4% and 93.2 %. 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. Those respondents with negative experiences or questions were asked if they wanted to be contacted and 16 provided contact information. 33 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 with the exception of the Collection Vehicles Inspections. City and Waste Pro staff will be conducting inspections of the City's assigned vehicles with particular attention being paid to the slight increase in leakage complaints received this past year. The evaluation is attached. This is the last year of the four year extension to the Solid Waste Agreement with Waste Pro of Florida, Inc. approved by Ordinance 2010 -24 which expires February 28, 2015. Section 2.2 of the Addendum to Solid Waste Agreement provides for an additional four year extension upon mutual agreement. Staff is reviewing this option and will be bringing a recommendation to the Commission in the next 90 days. FISCAL IMPACT: The Survey cost of $3,002 will be 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 $13,499.00. The current residential solid waste rate of $18.10 per month remains unchanged since 2006 and no increases are anticipated in the near 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 Regular 600 PAGE 2 OF 3 - May 12, 2014 on file with the City, and all individuals who have requested such information. This information has also been posted outside City Hall, posted inside City Hall with additional copies available for the General Public, and posted at five (5) 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 $15,000.00 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, 2013 — February 28, 2014 as submitted by staff. ATTACHMENTS: 1. 2014 Solid Waste Customer Satisfaction Survey (6 pages) 2. Annual Evaluation (2 pages) Regular 600 PAGE 3 OF 3 - May 12, 2014 au I l ti � � r loci i Jr ( f J ,t�(T ( 6i, 1r6�y(( f, 4J, �IvJ((( f(,( v( 6vI, J1JJ�lrl(, vJ, J, �l�(( II, vJ( u6, i ,lfvJ�(t,6�,Jlvl(r(!(,4v(dvli,r l�9ylll (tllC>iG+f�i�lC,6t(I,iI�,+Jf f(i.f/tif, /I����T I(JII�C,rt(f,f1v+, ( �f(( Ir1k�, ��l�+ llJf( 6(( f�6C ,6f(f,ll�,+Jf((i.1/ti�,(I�v�6iJ ((i4fl /4�r(, aww 0 wwi IFN u "ply) Institute for Social and Behavioral Sciences Winter Springs Customer Satisfaction with Waste Management Services 2014: Final Report M James D. Wright, Amy M. Donley and Sara M. Strickhouser University of Central Florida April 9, 2014 The UCF Institute for Social and Behavioral Sciences (ISBS) 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. Because of recurring difficulties with non -City of Winter Springs residents completing the survey despite screening questions that should exclude them, in 2014 the sample was derived from the City of Winter Springs water bill records which helped to eliminate sampling non - residents. However, a screening question was still included: "Does the monthly water bill that you get from the City of Winter Springs include a charge for trash collection services ?" People responding no or don't know were then excluded and their interview terminated. The survey was a "computer- assisted" (CATI) telephone survey of residents in Winter Springs, Florida, conducted according to the quality standards that prevail in the phone survey industry. Numbers from the list were dialed at random until the desired sample size was achieved. Screening questions at the beginning of the survey sought to determine whether respondents' monthly water bill included a charge for trash collection services (as above). 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. The number of call attempts totaled 2,529. As can be seen, only about 16 percent of all call attempts resulted in a completed survey. More than half of all call attempts resulted in "no answer," which includes answering machines and voice mail along with unanswered telephones. Winter Springs Waste Survey 2014 Frequencies Percentages Complete 401 15.9% Partial 1 0.04% No answer 1247 53.2% Call back' 326 12.9% Busy 19 0.75% Disconnected 269 10.6% Business number 76 3.00% Fax machine 7 0.28% Out of target area 12 0.47% Call back Spanish S 0.20% Call back other language 0 0.0% Not in sampling frame 41 1.66% Other 0 0.0% Refusal 24 0.95% Total dial attempts 2533 100.0% 1 In all, 400 interviews were completed with eligible respondents. For a sample size of 400, the margin of survey error (9S% confidence intervals) for a percentage near 50 -50 is ±4.9 percentage points. Aside from the screening question to determine jurisdiction of residence, the remainder of the survey consisted of the following 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 2 Unsatisfied 3 It depends, varies from week to week, etc. 4 Don't know, can't say, refused. Results for the question about overall satisfaction were as follows: Frequency Percentage Satisfied 378 94.5% Unsatisfied 6 1.5% It depends, varies from week to week, etc. 14 3.5% Don't know, can't say, refused. 2 0.5% Total 400 100.0% The measured level of consumer satisfaction with WastePro (94.5 %) exceeds the 90% satisfaction rating referenced in the contract. The satisfaction question was followed by an open -ended question that read: Do you have any specific complaints about the trash collection service that you would like to tell me about? 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. As in most previous years, leaving trash behind in the streets, incomplete emptying of the bins, and leaving emptied bins in peoples' driveways seem to be the most frequently mentioned complaints. A lot of people don't have recycle bins and you have to pay for it Bad attitude guys, same driver 2 Billing - two different areas of the city of Winter Springs, and in one area he had yard waste included and the other ...did not, but he was still billed the same. He feels the rates should be different, because in one area there is yard ...waste and they come 4 times, whereas the other place they don't come at all. Broaden the amount of things they recycle, and make it easier to find out what we can recycle. Broke his lid the first time, good other than that A couple of times trucks have dripped fluid and oil on the road Concerned about dropping bags on the road that don't get picked up. Constantly having other peoples' trash on ...their yard. They could be more diligent. Concerning recycling, there is only one guy that does the job when there should be 2 Customer needs a new recycling bin Do not always pick up Don't deposit all of the trash, come at different times Don't like that it is only geared towards one contractor, there should be more competition Drivers sometimes drive on my grass and break the sprinkler heads Every now and then they miss his road, but they usually address it. Every now and then, recyclables fall out of the truck For four weeks, Waste Pro did not pick up their garbage. A supervisor was supposed to contact them and never did. He is not satisfied because when he moved, the person living before him, his garbage was not picked up ...for about a month. So he filed a complaint and the garbage was finally picked up. I asked for a trash can and didn't receive it. Also, sometimes they are really late in the day (7pm) I can't put glass in my recycle bin because the glass gets broken I don't like the size of the garbage can because I have more recycling than trash. I would like a larger recycling ...bin and smaller trash can. I have a bunch of brush that's in front of my house that hasn't been picked up yet I should have received a new trash can faster. I wish I had a recycling bin. Having a small bin and being asked to pay for a second one doesn't encourage ...recycling If a truck is parked outside, they pass it and won't take it. If they drop the trash, they don't pick it up if it doesn't make it into the truck, so I'm left with things in my ...yard. They are also rough in handling the bins and so they get damaged. Instead of issuing everyone a large can, they should provide an option for a large or small trash can. It would be nice to get a calendar for the day that they will not be picking up because some holidays they do ...and others not. It's very early. Lack of consistency with time of day, route changes a lot Lid broke off, have it for a long time. More recycling pick up per week My trash can is too big Needs to know when they pick -up oversized items. No, but bill keeps increasing somehow. Services are fine though. Oil left on the street from the trucks People who expressed any sort of complaint about their trash collection services were asked if they would like to be contacted by the City of Winter Springs to talk about their issues. Results were as follows: • 315 respondents (78.8 %) did not have any complaint. 69 respondents (17.3 %) voiced a complaint but did not want to talk to anybody in the City about their complaint. 16 respondents (4 %) had a complaint AND wished to be contacted by the City. Contact information for the respondents who wished to be contacted by the City are as follows: (If the respondent did not wish to give address information, the cells are left blank.) Name Address Phone or Email John Morgan 977 Troon Trace 407 - 365 -6660 Patricia Sayles 1023 Turkey Hollow Circle 407 - 695 -1867 Phillip Edwards 1008 Foxglen Court seaturtlelove @gmail.com Doreen Ament 1606 Foxglen Court 407 - 365 -4865 Nancy Galloway 328 Kirkcaldy Drive 407- 388 -5908 Marc Soloff 221 San Gabriel St. 407 - 312 -3389 Bruce Baker 168 Seville Dr. 203 - 556 -2376 Hall 111 McLeouds Way 321 - 217 -6635 Gloria Lockridge 721 Glen Eagle Dr. 407 - 340 -2008 Chris Ngo 1114 Erming Ave. 407 - 782 -3619 - 222 North Alderwood 407 - 619 -2981 - - 407 - 749 -5388 - - 407 - 359 -7104 Finally, all respondents were asked, "Is your trash collection container (bin) damaged to the point where you would like it to be replaced ?" 33 (8.3 %) respondents said "yes." Not all of those saying they wanted to be contacted gave out their contact information. Out of 33 people, 28 gave contact information. It is located in the table below. (For those cells left blank, the respondent did not wish to give that information.) Name Address Phone or Email Karla Radka 423 Sandringhan Ct. 407 - 327 -8520 Dixie Davidson 215 Sweetthumb Ct. 407 - 435 -9299 Grocock 892 Bentley Dr. jbgrocock @gmail.com Dustin Link 175 Lori Anne Lane 407 - 761 -9035 Paul Schievelbein 1107 Marcus Ct. 321 - 604 -2991 Jim Demicola 612 Marnie Dr. 407- 327 -2883 Joanne Weremthuk 210 Silver Sea Rd. 407 - 971 -9305 Janet Emens 212 Mockingbird Ln. Janet.Emens @gmail.com Jeffrey Jackson 412 Edwin St. 321- 946 -4064 Susan Sheikh 1018 Nancy Cir. 407 - 754 -7831 Mike 1113 West Winged Foot Cir. 407 - 929 -9277 Sherris Marsell 678 Wishaw Ln. 407 - 695 -4245 11 Tory Zonnolly 305 Avila Ct. 407 - 696 -9870 Kristen 1715 Foxglen Ct. 407 - 617 -3513 Valerie 718 Galloway Ct. valsemael @cfl.rr.com Susan Hastings 1581 Warrington St. suzannehastings @bellsouth.net Cheryl Pope 711 Castlewood Dr. 407 - 677 -8327 Lindsay Bruno 170 N. Fairfax Ave. 407 - 529 -4371 Lamar Hampton 1388 Blue Spruce Ct. 407 - 359 -9924 Ray Ayala 121 N Bombay Ave. 407 - 474 -8380 Mike Mcdonald 751 Dunlap Cir. 321 - 303 -0548 Cruz 745 S. Edgemon Ave. 407 - 695 -6378 Mina Ataalla 315 Winter Green Dr. - - 873 Falkirk Dr. 407 - 463 -0622 - 904 Treymore Ct. dhpalma @hotmail.com - 121 Blue Creek Dr. 407 - 977 -7091 - - 407- 409 -5325 - - mrsr0831 @aol.com C- - -- - -. - -_ 1 � g ettc�: [ va � [ti[�� F• Y i M1 ..._...._.._... -_!.. WASTE PRO OF FLORIDA, INC. ANNUAL EVALUATION REPORT For the Period March 1, 2013 — February 28, 2014 AUTHORITY: In accordance with the Solid Waste Agreement dated March 1, 2006 and amended on December 13, 2010 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 Very Good EXPLANATION: • Complaints resolved in allowable time frame. • Quantity of complaints within acceptable levels • Slight increase in service errors — 155 complaints last year versus 192 this year out of approximately 2.5 million service opportunities EXPECTED RESOLUTION DATE: CRITERIA B: Contractor's responsiveness to direction given by the Authorized Representative. GRADE: Good EXPLANATION: Contractor has been responsive to City directions). 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: Very 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's 4th of July event during the evaluation period fulfilling contract requirement. 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: Pending EXPLANATION: City Inspection of trucks is pending. EXPECTED RESOLUTION DATE: CERTIFICATION: Certified by the undersi Authorized Representative of the City of Winter Springs, Florida: �x vin L. S Yt1r.00`CCity Manager Date Received by Contractor Waste Pro of Florida: Contract Date