HomeMy WebLinkAbout2018 06 11 Regular 500 Annual Solid Waste Performance ReviewCOMMISSION AGENDA
ITEM 500
REQUEST:
Informational
Consent
Public Hearings
Regular
X
June 11, 2018 KS LR
Regular Meeting City Manager Department
Public Works Department requesting the City Commission validate the 2017-2018 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 12 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 for Social and Behavioral Sciences at UCF to perform the
survey again this year at a final cost of $3,444. 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 -June 11, 2018
The level of customer satisfaction measured in this year's survey was 94.6% for the 391
respondents. Previous results from 2017 to 2007 were 95.2%, 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 Waste Pro to the $15,000 performance bonus. Half of the UCF survey invoice has
been deducted from the $15,000 performance bonus netting Waste Pro $13,278.
Those respondents with negative experiences or questions were asked if they wanted to be
contacted and 13 provided contact information. A total of 55 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. The evaluation is attached.
The contract year beginning March 1, 2017 is the third 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 $3,444 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 $13,278. 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
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
Regular 500 PAGE 2 OF 3 -June 11, 2018
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:
Staff recommends that the City Commission validate the Solid Waste Survey Results
entitling the Franchisee to receive the Performance Bonus of $15,000, less applicable
survey costs, payable from the Solid Waste Fund and also accept the Annual Evaluation
Report for Waste Pro for the period of March 1, 2017 — February 28, 2018 as submitted by
staff.
ATTACHMENTS:
1. 2018 Solid Waste Customer Satisfaction Survey (13 pages)
2. Annual Evaluation (2 pages)
Regular 500 PAGE 3 OF 3 -June 11, 2018
t Ti wv'cr ity of itrol F l ori to
Institute for Social and Behavioral Sciences
Department of Sociology
Winter Springs Customer Satisfaction
with Waste Management Services 2018:
Final Report
LIZ
Megan Olive, Lauren Daniel, and Amy M. Donley, PhD
Department of Sociology
Institute for Social and Behavioral Sciences
University of Central Florida
May 2018
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 April 30, 2018 and May
22, 2018.
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
sample was comprised of 9,110 telephone numbers, but the number of call attempts totaled 6,753.
The results show that 7%, or 472, of all call attempts resulted in a completed survey. A completed
survey with eligible residents totaled 391, or 5.8%. About half of all call attempts resulted in "no
answer," which includes answering machines and voicemail along with unanswered call attempts.
Table 1. Total Call Attempts for 2018 Winter Springs Waste Survey
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 (94.6%) exceeds the 90% satisfaction
rating. Compared to the 2017 Winter Springs Report, customer satisfaction with WastePro has
decreased from 95% to 94.6% in 2018. Table 2 shows the results of customers' reported
satisfaction levels.
Table 2. Satisfaction with Trash Collection Services
Frequency
Percentage
No Answer
3354
49.7%
Disconnected
1697
25.1%
Complete
472
7.0%
Partial
2
0.0%
Out of Target Area
139
2.1%
Business
211
3.1%
Call Back Spanish
27
0.4%
Call Back Other
4
0.0%
Call Back
187
2.8%
Busy
66
1.0%
Fax
11
0.2%
Refusal
578
8.6%
Missing
5
0.0%
Total
6,753
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 (94.6%) exceeds the 90% satisfaction
rating. Compared to the 2017 Winter Springs Report, customer satisfaction with WastePro has
decreased from 95% to 94.6% in 2018. Table 2 shows the results of customers' reported
satisfaction levels.
Table 2. Satisfaction with Trash Collection Services
Frequency
Percentage
Satisfied
370
94.6%
Unsatisfied
9
2.3%
It depends, varies from week to week, etc.
12
3.1%
Total
391
100.0%
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? "
While the satisfaction with WastePro's services was high, similar to past years, many satisfied
customers still took the opportunity to express their complaints with WastePro's services. Figure
1 shows the verbatim responses of customers with specific complaints (Located in the
Appendix).
Some of the most frequently mentioned complaints include: the size of the bins (most requesting
larger bins, though some requesting smaller); damaged bins that WastePro has not replaced;
driving too fast throughout neighborhoods; the frequency of trash pick-up days (some saying not
often enough, while others stating it is too frequent); dropping trash in the roads and not picking
it up; WastePro trucks leaking oil in their streets; not completely emptying the garbage bins; and
that the cost of WastePro's services are too expensive. Many of the same complaints were voiced
by customers in 2016 and 2017, such as needing larger bins (trash and recycle), inconsistent
collection times and the failure to collect waste, either completely or by exclusion of some form
of trash, including yard and bulk waste. Compared with the 2016 and 2017 results from this
survey, the results show that in 2018 customers are still voicing complaints over the
misplacement of both trash and recycle bins. WastePro may benefit from training or re-training
employees who collect waste of the importance of proper placement techniques as a measure of
earning and maintaining customer satisfaction.
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 285 customers reported that they do not have any specific complaints to
report, and 106 customers reported they had specific complaints about their trash collections
services. Of the respondents who answered that they had a complaint, 105 of the 106 voiced an
actual complaint for the surveyors to record.
Table 3. Respondents' Complaints about Trash Collection Services
Frequency Percentage
No 285 72.9%
Yes 106 27.1%
Total 391 100.0%
Of the 105 customers who voiced an actual complaint to the surveyors (Table 3), 15 customers
said they wish to be contacted by the City to talk about their trash 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 336 customers reported that their trash collection containers are not damaged
to the point that they would like them replaced, and 55 customers said their trash collection
containers are damaged to the point where they would like them to be replaced.
Table 4. Damaged Trash Collection Containers
Frequency Percentage
No 336 85.9%
Yes 55 14.1%
Total 391 100.0%
Figure 3 shows the contact information for 55 customers who reported that their trash collection
containers are damaged to the point they would like them to be placed. Out of 55 customers who
reported they had damaged bins and would like them replaced, 53 customers provided their
names and street address and 54 provide their contact information (located in the Appendix).
Appendix
Figure 1. Respondents' Specific Complaints Recorded Verbatim
1
2
3
4
5
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7
9
10
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12
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14
15
16
17
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19
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21
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24
25
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27
28
A few times no one has come to get trash.
A few times there is trash left over or it doesn't seem like they come at all.
A larger recycling bin
A larger recycling bin. When she puts it in a regular bag, they refuse it. She really needs a bigger container.
A little rough with the trash cans
A lot of times they throw stuff on the street and just leave it there. When I yell at them to pick it up they
will. We don't live in a dump. We live in a gated community. Trash pickup times are inconsistent.
After hurricane, confusion over what will be picked up or not _
A lot of things don't get recycled through this company. We have a smaller recycle bin that a lot of other
house they have bigger can and it has a lid that keeps things from flying off
Already filed complaints with the company
Broke our can and then didn't pick up trash for two weeks and had to call them continuously to get them to
pick it up
Cardboard boxes, assumed it was recyclable but the trash guy picks it up, not the recycling people. Is it
recyclable?
Confused over what days they collect large items
----------------------
Constantly sticking the trash can in the middle of the driveway
Did not pick up tree branches and old trash cans were bigger
Difficulty getting the truck in this area. Accidentally hit the pavement because the loop is small.
Difficulty getting vehicle in small area
Don't always empty garbage can out completely and sometimes garbage is spilled on the street
Every once in a while, it seems like the collectors are not trying to pick things up, even when I follow all the
directions. ---------------------------------
Frequency of visits is too high, creating a burden for resident.
Great if they came three times instead of twice
Hasn't gotten their bin replaced as they requested
I feel like I don't have enough space in my bin for all of my trash. Can I get a larger bin?
I hate that they come so late in the day.
I wish we had bigger recycling bins. --------------------------------------------------
_____________________________________________________
I wish they had bigger recycling bins.
If recycling is included in the survey, I am upset about cardboard boxes not being recycled properly or
accepted. _
If something falls out of the truck, they don't always pick it up. Other than that, they are great.
------------
If they dropped garbage on the ground, it would be nice if they picked it up.
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31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
Impatient sometimes
In the previous, more affluent neighborhood, they would collect any kind of trash that he would put out. But
now in his new neighborhood, they give him problems about his trash.
Issues with recycling. Last week, they didn't even come. Sometimes with the trash can, they throw it in the
middle of the driveway.
-------------------
If s
__________________It's just that it's expensive.
It's really gross when the truck leaks on the road. And sometimes they drop some trash on the roads on
accident. ________ ___ _____ _____
-----------------------------
Just occasionally they leave stuff behind, like if it falls out of the can.
............................
Just that their trucks leak oil
Lazy. Don't pick up the stuff that falls on the ground. Not worth the money he pays
Leave trash cans in the road after empty. Makes it hard to drive. Also won't pick up boxes and recycling
stinks.
Leaving garbage cans in the middle of the road; missing pick up some day; or just taking the bag out of the
garbage can without clearing the whole can
Missed the bin completely; all neighbors were picked up but his
More neat when they pick up the trash
Needed a new can and it took forever to get one
Never know when they are coming; makes us miss it sometimes
New guys on the route came earlier, some people didn't know. It would have been nice for the city to inform
residents.
No clear direction on recycle
Not acomplaint- wish they had a way to clean the cans________________________________________
---
Not a complaint, but would like a second container. When they called to get one, the city said they were
very expensive. Would be interested if it were cheaper. Also, concerned about getting cans that are bear
proof. Their neighborhood (The Ranch Lands (upper)) has not had an encounter, but neighbors next to them
have.
-------------------
Not always happy with the dates (Thursday pickups). Miss days around holidays �
Not provided with a list of holidays that trash will not be picked up; Always comes at different time; They
never know when trash is picked up, so they're forced to put trash out the night before instead of the
morning of.
Not really a complaint, but don't think they need pick up twice a week. Oviedo does once a week. Don't
know if it will save money to do once a week.
Not very consistent with the way they do things (often come after dark)
Oil line was busted
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55
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59
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73
On the bulk pick up day, they didn't pick up the bulk trash for two weeks for some reason. HOA had to call.
On Wednesday's they pick up the yard trash and sometimes they forget to pick mine up and I have to wait
until next week.
Once in a while you'll see the stuff, the trash, fall out of the back of the truck. Or they are not careful putting
that trash into the truck.
Only complaint- recycling bin disappeared. Don't know if it's them, but can't get another one
Palm fronds two weeks ago; they didn't take it and in the past they had. No rhyme or reason for what they
will take or won't take.
Put trash out and no one picked it up. Everyone's trash was taken except theirs. Why do they leave the trash
in the center of the driveway?
Significant amount of yard waste that was cut to appropriate size. They didn't take them. Had to call the city
to come out. They did end up picking it up though.
Some communities have recycle bins that are similar to the trash bins. It would be nice to get those because
they hold more stuff.
----
Someone has stolen their recycle bin and the city requested they purchase one instead of replacing it for
free.
------------
Someone stole a trash can and no one has come to replace it.
------------
Sometimes gets there when is dark; Doesn't really bother her though
t'
Sometimes leaves things behind
Sometimes the garbage can will be in the middle of the street instead of the sidewalk.
Sometimes the trash collectors get there way after dark.
Sometimes the trash isn't completely taken out of the can.
Sometimes they do not take all of the recycling even if it is in the right bin. Why do we have to provide our
own cans? Not city provided?
Sometimes they don't come at all. Other times they don't take everything.
Sometimes they don't empty the trash bin completely.
Sometimes they don't pick up all of the garden trash or the bulk trash.
–
Sometimes they don't pick up the trash ��������������
----- — ------------------
Sometimes they don't take all the recyclables.
Sometimes they miss picking it up. They are pretty good about it though.
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79
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85
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97
Sometimes they mix up the trash cans.
Sometimes when the bags aren't filled up all the way, they will not empty the cans all the way which can be
an issue over the summer if things are left in the heat. Can we have a smaller can?
__________________________________________________________________________________
The big trash can that the truck picks up, the metal bar that the truck uses to lift it and dump it has broken
off so it has to manually be emptied.
---------
The cans are way too big.
The price is getting higher.
The recycle bins are entirely too small.
The recycle has been missed four times.
The trucks sometimes speed down the street.
They always forget the recycling.
They beat up the trash can, but gave an extra one.
—
They broke the lid and has not been replaced. �
---------------------------------------------
They do go too fast through my neighborhood.
------------------------------
They don't always pick up the yard trash that I put out on the street.
_____________________________________________________
They don't empty out the trash fully.
__________________________________________________
They don't properly place the cans back
They don't put the trashcan back where it was placed. They leave it in the middle of the driveway or it gets
knocked down.
----
They left our garbage cans in the middle of the street.
They put the trash can in the middle of the street and make it inconvenient to come home. Happens every
single time they pick up the trash.
---------
They sometimes travel too fast down the street; Worried that animals or children may be injured
_______________________________________________________
Times they come are inconsistent.
-------------------------------------
Too early andwake me up. Recycling get picked up too late.
________________________ ____________
Too expensive
Trash can is broken and I can't get them to fix it. Thirty percent of the time, they leave the trashcan two feet
into the street.
Trucks leak oil on roads.
98 Unpredictable; Come early and late, often times vary; lack of predictability
99 Want to be notified about if there will be a delay in trash pick-up on a given day.
100 When they collect the garbage, the garbage can is left out in the street
101 Would like a larger recycle bin
102 Would rather a larger recycle bin
103 Yard waste collection stinks because they never come.
Figure 2. Respondents' Contact Information — Complained and Want to be Contacted
Name
Address
Phone or Email
1
Refused
Refused
224-420-0432
2
Refused
Refused
321-230-4155
3
Refused
Refused
321-362-1541
4
Refused
Refused
407-312-3389
5
Refused
Refused
407-435-9898
6
Refused
Refused
407-864-2122
7
Refused
Refused
407-327-3979
8
Refused
Refused
386-503-7900
9
Refused
Refused
karenrealtorl01@gmail.com
10
Refused
Refused
321-230-4155
11
Refused
Refused
407-252-7852
12
Maria Cabal
713 Timberwilde Ave.
407-928-9385
13
Bernice Martin
205 San Gabriel St.
386-307-4138
Figure 3. Respondents' Contact Information with Damaged Trash Collection Containers
Name
Address
Phone or Email
1
Frank Franze
121 Blue Creek Drive
407-977-7091
2
Anna Romaine
1418 Borg Lane
407-365-2801
3
Tina Hagen
1420 Borg Lane
thagen0l@gmaiLcom
4
Sam Smoot
406 Boxwood Circle
407-695-0772
5
Leydi Juarez
1312 Villanova Way
leydi276@gmaiLcom
6
Theresa Barcus
50 Tarpon Circle
ttbarcus@yahoo.com
7
David Holmes
51 Tarpon Circle
407-620-5354
8
Chad Cartledge
282 Tavestock Loop
407-274-5425
9
Carline Athus
268 Tavestock Loop
407-291-1102
10
Richard Wells
702 Temple Way
407-467-1131
11
Maria Cabal
713 Timberwilde Ave
407-928-9385
12
Bettie Miller
Refused
407-699-6382
13
Doug Little
732 Gallaway Dr.
407-725-9129
14
Jennifer
1016 Antelope Trail
407-733-3313
15
Lyse Jessee
108 Lido Road
mum2sjjt@yahoo.com
16
Jackie Camargo
252 Tavestock Loop
407-222-1049
17
Karen Doddridge
720 Glassglow Ct.
407-451-4873
18
Peggy McDaniel
111 Golden Crest Ct.
mcdanielpeggy@gmail.com
19
Refused
738 Adidas Road
nascamina@gmail.com
20
Elizabeth Kazaka
1506 North Greenleaf Ct.
Ekazaka@gmail.com
21
Kristen Lowry
749 North Gretna Ct.
407-399-3263
22
Anny Refor
422 North Hawthorne Circle
arefoe@cfl.rr.com
23
Karen Heart
345 Haze Rd.
407-695-0504
24
Bonnie Fose
353 Highland Village Ct.
407-327-1807
25
Ryan Gallo
217 Holiday Ln
407-327-2153
26
Darlene
1704 Littleton Court
407-365-4630
27
Joni Morgan
408 Park Lake Dr.
407-341-5291
28
Cheryl Corbitt
551 Brookside Drive
407-506-9329
29
James Miller
224 Spartan Drive
407-287-3298
30
Ed Slusser
228 Chestnut Ridge Street
941-232-4886
31
Richard Johnson
1547 Warrington CT
540-455-6829
32
Finnegan
1567 Warrington St
407-366-6232
33
Rachel Brown
243 Panorama Drive
rgl416@yahoo.com
34
Nancy
358 Mohawk Trail
407-687-0086
35
Teri Dean
209 Williams Road
407-314-8222
36
Jim Jenkins
731 Willow Drive
407-375-8468
37
Refused
Refused
karenrealtorl01@gmail.com
38
Betty Bruinsna
602 South Pinto Court
betty@cfl.rr.com
39
Refused
346 Reunite Circle
407-696-7655
40
Josh Bishop
356 Reunite Circle
j6bishop@gmaiLcom
41
Bernice Martin
205 San Gabriel Street
386-307-4138
42
Timothy Alderson
711 Sailfish road
407-327-1375
43
Bobbe Barreca
611 Sailfish road
407-327-3780
44
Tom Losauro
606 Nighthawk Circle
239-910-1256
45
George David
211 3rd Street
46
Debbie Tolleson
412 Lancer Dr.
47
Linda Biles
1047 Northern Way
48
Mike Fallon
1120 Duncan Dr.
49
Steven Dross
1105 Duncan Dr.
50
Walenka Siaca
308 San Gabriel Street
51
Laury Grigrey
965 Disen Dr.
52
Etta Campbell
510 South Edgemen
53
Mar2erie Sanders
1309 Vallev Creek Lane
407-300-0795
hooter2391@aol.com
407-958-3277
fallonmjl@gmail.com
407-448-7725
roxysiaca@yahoo.com
407-702-4070
407-719-7260
573-881-1811
U m WASTE PRO OF FLORIDA, INC.
`1CO1p"1959 ANNUAL EVALUATION REPORT
For the Period March 1, 2017 — February 28, 2018
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 coral laints in a 1,rofessional and ex )edient manner.
GRADE: Acct��table but Needs Imt-,rovement
EXPLANATION:
■ Complaints resolved in allowable timeframe.
■ Quantity of complaints needs improvement.
* Increasing trend in service errors is a concern: 155 — 2014, 153 — 2015, 276 — 2016, 369 — 2017
and 396 this year out of approximately 2.5 million service opportunities. The breakdown of the
396 service failures were 193 garbage, 99 recycling, and 104 yard waste.
EXPECTED RESOLUTION DATE: Ongoing
CRITERIA B:
Contractor's responsiveness to direction given by
GRADE: I Good
EXPLANATION:
Contractor has been responsive to City directions.
EXPECTED RESOLUTION DATE: Oni�oin_,
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 I)eriod.
EXPECTED RESOLUTION DATE:
the Authorized Rep esentative.
CRITERIA D:
Contractor's particiration in communi-i
GRADE: Good
meeting: s/events s i,onsored b
EXPLANATION:
Contractor provided $5,000 in donations to City's 0' of July event during the evaluation period
fulfilling contract requirement. Special events support providing toters and roll offs is good.
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:
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: Ongoing
CRITERIA G:
records of all collection vehicles.
GRADE: Good
EXPLANATION:
City Inspection of trucks is satisfactory.
EXPECTED RESOLUTION DATE:
CERTIFICATION:
Certified by the undersigned Authorized Representative of the City of Winter Springs, Florida:
Kevin L. Smi , e ty Manager Date
Received by Contractor, Waste Pro of Florida:
Contractor Date