HomeMy WebLinkAboutWaste Pro of Florida Annual Evaluation Report 2021 07 26 Voal
WASTE PRO OF FLORIDA INC.
" ""d ANNUAL EVALUATION REPORT
"145d
For the Period March 1, 2020—February 28, 2021
AUTHORITY: In accordance with the Solid Waste Agreement dated March 1, 2006 and amended on
February 27, 2020 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: Acceptable but Needs Improvement
EXPLANATION: The approval rating has been declining and at 90.3%is only 0.3%above the minimum
satisfaction rating of 90%. We had twice as many respondents this year vs. last year. The team needs to be more
conscientious. What is WP doing to ensure staffing consistency?
EXPECTED RESOLUTION DATE: Ongoing
CRITERIA B:
Contractor's responsiveness to direction given by the Authorized Representative.
GRADE: Needs improvement
EXPLANATION: Contract section 4.1J requires WP to `tag' waste which is not properly containerized many of
the comments related to not understanding the rules of recycling—WP is not always tagging in appropriate
trash/recycling. Trash spillage has also been noted in the resident comments received in addition to calls handled
by the City's Customer Care Team.
EXPECTED RESOLUTION DATE: 8/1/2021
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: WP has not had to pay liquidated damages although a review of the WOs probably could have
resulted in liquidated damages (Section 25). There were at least 27 instances of co-mingled trash in which WP
was charged back for the load tickets,which is a very small percentage given all pickups throughout the year.
EXPECTED RESOLUTION DATE: Ongoing
CRITERIA D:
Contractor's participation in community meetings/events sponsored by City.
GRADE: Very Good
EXPLANATION: WastePro has always been major sponsor for the City's Winter Wonderland event. This
sponsorship meets the contractual agreement.
EXPECTED RESOLUTION DATE: N/A
CRITERIA E:
Contractor's financial viability to continue performing the collection and disposal service as required by this
agreement. (see paragraph 19.3(C)Annual Financial Report as described)
GRADE: Good
EXPLANATION: Reviewed Audited Financial Statements at 12/31/2020 (Vestal&Wiler CPAs)
EXPECTED RESOLUTION DATE: N/A
CRITERIA F:
Contractor's compliance with its"Customer Service Policy"required by paragraph 9.4 of the Solid Waste
Agreement.
GRADE: Good
EXPLANATION:
The City has re-established the TracEZ system which allows our CSRs to directly report customer issues to
Waste Pro and obtain reports for monitoring and to determine resolutions. The biggest complaint we see is
surrounding recycling.
EXPECTED RESOLUTION DATE: Ongoing
CRITERIA G:
Inspection records of all collection vehicles.
GRADE: Good
EXPLANATION: A narrative of WP's inspection policy was provided. A 3`d party inspects the vehicles annually
in August. Technicians perform safety inspections approximately every 300 hours.Repairs are scheduled as
needed.
EXPECTED RESOLUTION DATE: N/A
CERTIFICATION:
Certified by the undersigned Authorized Representative of the City of Winter Springs,Florida:
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Received by Contractor,Waste Pro of Florida:
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