HomeMy WebLinkAbout2015 06 08 Regular 600 Waste Pro Annual Performance ReviewCOMMISSION AGENDA
ITEM 600
REQUEST:
Informational
Consent
Public Hearings
Regular
X
June 08, 2015 KS KL
Regular Meeting City Manager Department
Public Works Department requesting the City Commission validate the 2014 -2015 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 9 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 - June 08, 2015
The level of customer satisfaction measured in the survey was 93.4 %, for the 488
respondents. Previous results from 2014 to 2007 were 94.5 %, 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 netting WastePro $13,499.
Those respondents with negative experiences or questions were asked if they wanted to be
contacted and 10 provided contact information. 53 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 for the providing of the annual financials which has since been rectified. City and
Waste Pro staff also discussed delays in getting toters replaced which Waste Pro has a plan
to address. The evaluation is attached.
The contract year beginning March 1, 2015 is the first 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 $13,499.00. 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 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
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
Regular 600 PAGE 2 OF 3 - June 08, 2015
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, 2014 — February 28, 2015 as submitted by staff.
ATTACHMENTS:
1. 2015 Solid Waste Customer Satisfaction Survey (8 pages)
2. Annual Evaluation (2 pages)
Regular 600 PAGE 3 OF 3 - June 08, 2015
Attachment No. 1
University f Central Florida
Institute for Social and Behavioral Sciences
Winter Springs Customer Satisfaction
with Waste Management Services 2015:
Final Report
M
James D. Wright, Sara M. Strickhouser, and Amy M. Donley
University of Central Florida
April 13, 2015
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 2015 the sample was derived from the City of Winter
Springs water bill records, as it was in 2014, which helped to eliminate non - resident
participation. 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 4,237. 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 2015
Frequencies
Percentages
Complete
488
12%
Partial
0
0%
No answer
2261
53%
Call back
595
14%
Busy
153
4%
Disconnected
445
11%
Business number
90
2%
Fax machine
20
0%
Out of target area
29
1%
Call back Spanish
15
0%
Call back other language
2
0%
Not in sampling frame
79
2%
Other
0
1%
Refusal
29
1%
Total dial attempts
4237
100%
In all, 488 interviews were completed with eligible respondents. For a sample size of 488 from
a population of 33,871 (the 2013 estimated population for the City of Winters Springs), the
margin of survey error (95% confidence intervals) for a percentage near 50 -50 is ±4.40
percentage points; for percentages near 90 -10 (as in the present case), the 95% confidence
intervals are ± 2.64 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 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:
Overall satisfaction: The measured level of consumer satisfaction with WastePro (93.4 %)
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, needing replacement bins, concerns with recycling options, leaving
bins in the streets, and leaving waste behind seem to be the most frequently mentioned
complaints.
1 I Bulk trash pickup not picked up for a week or so
2 Construction trash is hard to move
3 Getting there too early in the morning, so nobody was having their trash picked up. Therefore,
making it a shorter day for the trash collectors.
4 11 don't have enough recycling options
4
Frequency
Percentage
Satisfied
456
93.4%
Unsatisfied
17
3.5%
It depends, varies from week to week, etc.
12
2.5%
Don't know, can't say, refused.
3
0.6%
Total
488
100.0%
Overall satisfaction: The measured level of consumer satisfaction with WastePro (93.4 %)
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, needing replacement bins, concerns with recycling options, leaving
bins in the streets, and leaving waste behind seem to be the most frequently mentioned
complaints.
1 I Bulk trash pickup not picked up for a week or so
2 Construction trash is hard to move
3 Getting there too early in the morning, so nobody was having their trash picked up. Therefore,
making it a shorter day for the trash collectors.
4 11 don't have enough recycling options
4
5
I don't like the big green bins because I compost and it takes up too much space.
6
I have asked them to replace my container for four months now and they haven't
7
I need a trash can
8
I wish the online service was better
9
I would more frequent yard waste service in the spring.
10
I've been waiting for a new garbage can for three months
11
If it's not in can, they won't pick it up.
12
If recycle items fall out of the trash bin, then the waste management services doesn't pick it up.
13
If you put out bulk items like pieces of wood, some crews won't take it. The consistency is
missing
14
It would be better if they came at a specific time each day.
15
It would be nice if the recycling bin had a lid so it could be kept outside.
16
Leave trash cans in middle of driveway
17
Makes lots of noise
18
More recycling containers!!
19
Most of the time the guys treat the trash bins badly, they don't care about where they put them
back and they bang them up. They don't pick up the trash if it falls out. I've been here 12 years
and I've had to replace the bin three times because they destroyed it.
20
My bins are showing a little bit of wear and I don't like having to buy new ones
21
No complaints, but I heard from a friend or something that whenever things are recycled they
are not completely separated or separated well and they get thrown into the waste, so maybe we
could get more information of how that is sorted or something. Like my family and I are trying
really hard to recycle every little thing we can, so we're sort of wondering if it's worth it. Maybe
we can get information on the percentage amount that is sorted or collected?
22
No they are too particular with what they pick up and you have to call the city commissioner to
have certain things picked up. They're making it difficult and I don't know what it has to do
with but it seems to be tightening the screws
23
Not sure if the recycling and trash is handled by the same people...? But anyway, sometimes
they don't put our containers back onto our driveway. Sometimes they are elsewhere or in other
driveways or scattered
24
On Wednesdays they sometimes forget to come down our street to pick it up
25
On yard trash day they don't take all that you put out.
26
Once in a while they leave the trash too close to the street
27
Over the years once in a while, they have skipped the house.
28
Recycle bin knocked over
29
Skipped my house
30
Sometimes it comes awful late.
31
Sometimes the driver doesn't take everything.
32
Sometimes they don't pick up yard waste or dump the yard waste out of the bins until Monday.
33
Sometimes they forget to pick up our trash, but they always come if we call.
34
Sometimes they leave the recycling bin in the trash or street
35
Sometimes they may discard the garbage can and trash gets thrown around the curb
36
The garbage trucks dump oil in the street.
37
The payment is too high if it isn't going to the workers and instead of the government
38
The problem I have is with recycling, not the trash. There isn't enough information on the
subject that could help. We could also use more bins for the recycling.
39
The recycling bins are not large enough to hold the weekly recycling. They won't accept the
recycling if you don't sort everything; which, we don't have the enough space to.
40
The recycling is a pain because we don't have large enough or multiple to sort and store them
properly.
41
There is no consistent time
42
There is no set time on a day. You have to sort the recycling, but because I'm old I can't do it
correctly all of the time. So they take out certain things or just leave it there and I don't know I
am to do with it.
43
There needs to be more focus on the environment during the collection. Hazardous products that
go into the waste.
44
They actually charge for recycled bins 6 dollars each is crazy and average person is less likely to
recycle if they're being charged for those
45
They beat up my recycling bin and leave it in the grass or road, or tipped over.
46
They broke your trash bin and they want to charge to replace it. Doesn't have recycle bin.
47
They could better educate and communicate with clients by sending out newsletters talking
about what's going on any updates, holiday hours etc. that might have different pick up times.
48
They could use new trashcans
49
They didn't pick up my recyclables when it was their day to pick it up
50
They didn't pick up recycling this week.
51
They do not pick up the recycling sometimes
52
They do not put the bins back in the same place they were originally placed, and that is a major
inconvenience.
53
They don't always pick up recycling and they come outrageously late (7 -7:30 pm sometimes)
54
They don't always pick up the yard waste.
55
They don't empty the cans all the way
56
They don't pick up large trash
57
They have busted the recycle bin several times, and sometimes forget to go down my street.
58
They haven't picked up my trash for three days, but they didn't pick up mine. They are also very
aggressive in their handling of the cans.
59
They just throw the garbage cans down and leave trash beside it.
60
They leave some waste behind
61
They leave the container in the middle of my driveway sometimes.
62
They left a damaged container for too long.
63
They miss pick -ups of the recycling
64
They removed the big dumpster from my house and I have to walk further.
65
They seem to come really late sometimes, like 5 or 6 at night. That seems weird to me, but they
do a good job picking it up.
66
They skip there house
67
They skipped my trash can and didn't pick up my trash for a whole week.
68
They speed when they come through
69
They toss the garbage can, or the recycle bin so half the time they are in our flower beds.
70
They've broken our trashcans twice, and have beaten up my trashcans and recycling bins. They
are rough with people's stuff.
71
Told her how to organize
72
Too expensive
73
We're a middle house in the cul -de -sac and they miss us most times
74
Wish it was at a specific time every day. Wish it was utilizing city or county jobs, not out
sourcing it.
75
Would like to see more recycling bins in public parks, etc. Only trash cans in public areas.
76
Yes and no, it seems like if something is not bagged they'll leave it in the bin which I don't like
Complaint and would like to be contacted:
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:
• 412 respondents (84.4 %) did not have any complaint.
• 66 respondents (13.5 %) voiced a complaint but did not want to talk to anybody
in the City about their complaint.
• 10 respondents (2 %) 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:
(For those cells left blank, the respondent did not wish to give that information.)
Name
Address
Phone or Email
O se Fredrickson
608 Moran Street Winter Springs, FL
407 - 712 -5804
Rachel Lee Sang
689 Bonita Wood court, wintersprings 32708
321 - 422 -8808
Rita Law
987 Papaya Lane
407 - 463 -5335
Ruth
629 Night Hawk Circle Winter Springs, FL
407 - 721 -7910
Sandy
222 Holiday Lane
407 - 756 -9196
Thomas Swindell
726 Bear Creek Circle, Winter Spring 32708
407 - 687 -5481
Laurie Armendariz
237 Chestnut Ride Street
321- 239 -8801
Finally, all respondents were asked, "Is your trash collection container (bin) damaged to the
point where you would like it to be replaced ?" 53 (10.9 %) respondents said "yes." Not all of
those saying they wanted to be contacted gave out their contact information. Out of 53 people,
49 gave their 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
l'armendariz7 mail.com
William Bryan Nelson
121 N Edgemon Winter Springs 32708
407 - 255 -9004
bnelson0225 mailxom
Michael Meltzer
1197 Orange Avenue Winter Springs, FL
wmeltzer mail.com
-
-
407 - 310 -6261
Finally, all respondents were asked, "Is your trash collection container (bin) damaged to the
point where you would like it to be replaced ?" 53 (10.9 %) respondents said "yes." Not all of
those saying they wanted to be contacted gave out their contact information. Out of 53 people,
49 gave their 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
Dan Geist
1603 Grizzly Court
321- 229 -0723
Sandra Gonzalez
1402 Goolagong Court Winter Springs, FL
32708
321 -231 -1402
Ibis East
250 Morton Lane Winter Springs, FL
321- 303 -3183
Louis Tremblay
681 Cheoy Lee
321 -537 -1716
Michelle Akins
207 S Flamingo Ave Winter Springs 32708
321- 765 -4551
John Porter
310 McGregor Road Winter Springs
407 - 242 -9082
-
335 Kirkaldy Drive
407 - 252 -3740
Anatasia Maricic
40 South Devon Ave Winter Springs 32708
407 - 255 -3902
David
128 Kristie Ann Court
407 - 327 -4357
Piekarski
307 Mohawk Trail Winter Springs, FL
407 - 327 -5504
Johnston
104 Stone Gable Circle
407 - 327 -8312
Mike Camnavo
1545 Warrington Court 32708
407 - 359 -0191
Maria
347 Greenview Way
407 -361 -3889
Julius Mekwinsai
746 Bear Creek Circle, Winter Spring 32708
407 - 366 -5577
Mr. Finnegan
1567 Warrington Street 32708
407 - 366 -6232
Andrea Cosat
695 N Endeavor Drive Winter Springs, Fl
32708
407 - 388 -1392
Marissa Kaprov
931 Wedgewood
407 -415 -0427
Christie
447 Harbor Winds Court
407 -417 -2663
Joan McElroy
421 Flatwood Dr Winter Springs 32708
407 -421 -9525
Charity Walker
633 David St Winter Springs 32708
407 - 462 -9527
Keith Ray
1115 Northern Way Winter Springs, FL
407 - 468 -6436
Eva Shirely
1169 Baltic Lane, Winter Spring, 32708
407 - 489 -4480
Cheryl Corbitt
551 Brookside Dr
407 -506 -9329
no
Randy Allen
737 Edgemon Ave Winter Springs
407 -571 -9335
Tony
933 Old White Way Winter Springs, FL
407 - 620 -8665
Gill Disla
974 Troon Trace Winter Springs 32708
407 - 655 -9112
Herschel Davis
204 East Panama Road
407 - 695 -2094
Daniela
502 Osprey Lane Winter Springs, FL
407 - 695 -8766
Jim and Marie
Fazio
968 Sequoia Dr. Winter Springs 32708
407 - 699 -0670
Vance
734 Mimosa Court Winter Springs, FL
407 - 699 -7819
Cameau
636 Cheoy Lee Circle
407 -718 -2842
Alexandra Zurta
170 N Devon Ave Winter Springs 32708
407 - 732 -3123
Sylvester Polk
977 Turkey Hollow Circle
407 - 760 -8058
Sara Dehayes
762 Andover Cr. Winter Springs, FL
407 - 782 -0310
Jenni Taylor
1114 Oscelot Trail Winter Springs, FL
407 - 782 -4218
Chris Porrazzo
1359 Augusta National Blvd
407 - 797 -7051
Robert
1445 Whitehall Blvd
407 - 808 -8462
Joe Shue
1176 Trotwood Blvd, Winter Springs 32708
407- 928 -5801
Jennifer Lee
571 Waldon way, Winter Springs, 32708
501 -813 -9754
Jack Bradshaw
112 South Cortez Ave, 32708
bradshaw@cfl.rr.com
Jeff Rall
116 Stonegable Circle
JRALL411 @GMAIL.COM
Karl Hodges
908 Arabian Avenue Winter Springs
khodgesl @cfl.rr.com
Kurt Weaver
690 Barrington Circle, Winter Springs,
32708
kurtrweaver @gmail.com
Kevin MacBeth
123 Lisa Loop
macbethkk @gmail.com
Matt Drango
907 Augusta National Blvd.
mdrango @yahoo.com
Judy Mcfadin
718 Bear Creek Circle, Winter Springs,
32708
oke708 @aol.com
Paul Buscemi
629 Clearn Court
orlandohomes @yahoo.com
Kathleen Williams
417 David St Winter Springs 32708
sharonthompson772 @yahoo.com
Paul Stewart
1438 Northern Way Winter Springs, FL
stew4292 @gmail.com
WASTE PRO OF FLORIDA, INC.
ANNUAL EVALUATION REPORT
For the Period March 1, 2014 — February 28, 2015
E3:itbdl n l :sal / '3
AUTHORITY: In accordance with the Solid Waste Agreement dated March 1, 2006 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 Very Good
EXPLANATION:
• Complaints resolved in allowable time frame.
• Quantity of complaints within acceptable levels
• Slight decrease in service errors — 155 complaints last year versus 153 this year and 192 in 2013
out of approximately 2.5 million service opportunities
EXPECTED RESOLUTION DATE:
CRITERIA B:
Contractor's responsiveness to direction given by the Authorized Representative.
GRADE: I 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 in this evaluation period, however, failure to replace damaged toters within 5
days will result in liquidated damages in this coming year.
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: Acceptable but needs improvement
EXPLANATION:
Have not received 2013 or 2014 Financials.
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:
City Inspection of trucks is satisfactory. Improvement in leaking hoppers noted.
EXPECTED RESOLUTION DATE:
CERTIFICATION:
Certified by the undersigned Authorized Representative of the City of Winter Springs, Florida:
Y,-e'vin L. Sm/K-City Manager Date
Received by Contractor, Waste Pro of Florida:
Contract
645
Date v k,