HomeMy WebLinkAbout2022 07 11 Regular 500 - Waste Pro Annual Performance Review + , REGULAR AGENDA ITEM 500
CITY COMMISSION AGENDA I JULY 11, 2022 REGULAR MEETING
TITLE
Waste Pro Annual Performance Review
SUMMARY
In accordance to the City's franchise agreement, please find attached the
"Winter Springs Customer Satisfaction with Waste Management Services"
survey report for solid waste service as provided by Waste Pro of Florida, Inc.
As in years past, the survey was conducted by the University of Central
Florida's Institute for Social and Behavioral Sciences. As detailed within the
report, the survey was conducted via email between April 27th and May 13th.
The result of the survey was a satisfaction rating of 90.9%, which is slightly
higher than the 2021 satisfaction rating of 90.3%. A separate attachment
displays a historical graph of surveyed customer satisfaction results since
2007.
According to Table 3 of the survey, 35 respondents asked to be contacted in
order to discuss comments and/or complaints related to the survey. Staff
from the Finance Department, led by Utility Services Manager Melanie
Stallard, has reviewed all comments and attempted to service all requests.
In addition to the survey, please find attached the "Annual Evaluation Report"
completed by staff in accordance with the franchise agreement. Staff met
with a Waste Pro team led by District Manager Eric Saxton, during which both
the survey and evaluation were reviewed. Results and comments within the
survey were discuss at length, which primarily concentrated on tagging and
recycling efforts. One of the themes that resulted from the discussion was the
ongoing need for communication and education related to the recycling
effort. As such, please find attached a picture of a rear load recycle truck
utilized here in Winter Springs. The picture displays separate hoppers on the
same truck, one for newspaper and cardboard versus the second side which
is for bottles, cans, and glass.
Based on the results of the survey and the staff evaluation, Waste Pro has
qualified for the annual bonus per the terms outlined in the franchise
agreement. The gross amount of the bonus is $15,000. Following the survey
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cost share with the City, the net amount of the bonus paid is $13,176.
RECOMMENDATION
Staff recommends the City Commission affirm the Solid Waste survey results
and approve Waste Pro, our solid waste franchisee, to receive the
performance bonus of$15,000 (less shared survey cost), and also receive the
Annual Evaluation Report for Waste Pro for the period of March 1, 2021 -
February 28, 2022 as submitted by staff.
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rsity (A Central Florida
Institute for Social and Behavioral Sciences
Winter Springs Customer Satisfaction with Waste
Management Services
May 2022
Amy A Donley, Jacquelyn Reiss, and Brian Hall
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Table of Contents
Overview................................................................................................................................1
DataCollection.......................................................................................................................1
Results....................................................................................................................................3
Overall Customer Satisfaction............................................................................................3
Specific Comments & Complaints .....................................................................................3
Customersto Contact.........................................................................................................4
DamagedTrash Bins..........................................................................................................5
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Overview
The Institute for Social and Behavioral Science (ISBS) at the University of Central Florida
(UCF) contracted with the City of Winter Springs, FL to conduct a survey to determine the level
of customer satisfaction with the City's solid waste disposal subcontractor, Waste Pro. A list of
emails was given to ISBS by the City of Winter Springs. A link to the survey was sent through
email to each individual on the list. The survey was available to be taken from April 27 to May
13, 2022.
The survey consisted of a structured, electronic questionnaire that is used annually to determine
consumers' satisfaction with Waste Pro. The survey design included an initial screening question
to ensure only residents who currently 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 responded "no" or "don't know" during the survey have their surveys ended and
are excluded from the final sample.
Data Collection
As shown in Table 1, the response rate for the online survey distributed between April 27 to May
13, 2022, was 11.03%, down slightly from last year's response rate (12.83%).
The sample frame was comprised of 8,666 customer email addresses. The first e-mail to
customers was sent on April 27, 2022. A reminder e-mail was sent to customers who had not yet
completed the survey on May 4, 2022. Out of the 8,666 e-mail addresses, 809, or 9.3%, of
customers could not be reached because the email either bounced back or failed. Approximately
6,880 customers, or 79.4%, did not open the survey link. Of those that did receive the email and
opened the survey link, 956 customers, or 97.8%, completed the survey. Although 97.8% of
people who did open the link submitted a survey, some cases were excluded because they were
not 18 years of age or older(n=1), they did not live in Winter Springs (n=3), and they did not
answer "Yes" to the screening question, "Does the monthly bill you receive from Winter Springs
include a monthly charge for trash collection?" (n=266). After eliminating those survey
respondents, the final sample of Waste Pro customers was 686 (7.91% of all total emails sent).
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Table 1. Survey Collection
Total
Opened Survey, But Did Not Submit 21
Total Completed Surveys 956
Waste Pro Customers 686
Was Not Over 18 Years Old 1
Did Not Live in Winter Springs 3
Did Not Answer "Yes" To Screening Question 266
Bounced Emails 791
Failed Emails 18
No Response 6,880
Total Emails Sent 8,666
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Results
Overall Customer Satisfaction
After asking participants the initial screening questions, the survey 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?"
Of the 686 Waste Pro customers who submitted a survey, 94.3% (n=647) customers
responded to this question. The results, which are highlighted in Table 2, show that customer
satisfaction with Waste Pro (90.9°/x) does meet the 90% satisfaction rating required. Compared to
the 2020 and 2021 reports, customer satisfaction with Waste Pro has remained relatively
consistent (91.4% in 2020, to 90.3% in 2021).
About 2.3% of the sample (n=15), chose "Other"when asked about their satisfaction. Of
the 14 participants, 5 left comments describing why they may have chosen this response. Of
those 5 comments, all mentioned something that did not pertain to the survey or had no
comment.
Table 2. Satisfaction With Trash Collection Services
Frequency Percentage (%)
Satisfied 588 90.9
Unsatisfied 44 6.8
Other 15 2.3
Total 647 100
Specific Comments & Complaints
The satisfaction questions were followed by an open-ended question asking participants about
specific comments or complaints they have about their trash collection services. The question is
as follows:
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Do you have any specific complaints about the trash collection service that you would like
express?"
While the satisfaction with Waste Pro's services was high, like past years, many satisfied
customers still took the opportunity to express their comments or complaints with Waste Pro's
services. Out of the 686 Waste Pro customers who submitted a survey, 83.4% (n=572)responded
to this question and 49.5% (n=283) of customers answered that they had a comment or complaint
to express. Out of the 283 customers who had a comment or complaint, 97.9% (n=277)
completed a comment.
Approximately 44.0% (n=122) of customers left some type of positive comment. Out of those
positive comments many stated that Waste Pro and the trash collectors do an "outstanding"job,
they are "excellent," "courteous," "consistent," and that they are "very friendly." Many of these
customers mentioned that they are pleased with the "polite," "respectful," efficient," and
"personable" service. Approximately 3.3% (n=4) of customers said the trash collection service
was good, but complained about the size of recycling bins or had minor complaints about rare
mishaps when their trash was collected.
Alternatively, 56.0% (n=155) of customers chose to leave a complaint, or partial complaint,
about the service. Of the 155 customer complaints, 29.7% (n=46) expressed various concerns
about recyclables. The main complaints were that many customers would like larger bins and
issues about the care of the recycle bins. A few customers also stated that they are not sure what
is approved and can be recycled and would like clearer guidance on this matter. Additionally,
customers complained about recyclables and trash being spilled or left in the street, not collected
all the way, not collected regularly, their recycling and trash bins being left in the street or
thrown/put back roughly to the point that the collection containers break, spills caused by
garbage trucks, inconsistent pick-up times, inconsistent trash collection, and all trash not being
collected from the bins regularly. The "Comments" and "Complaints" sheets in the attached
Excel document shows the verbatim responses from customers.
Customers to Contact
Customers who expressed any sort of comment or 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 comments or complaints.
Table 3 shows that out of the 283 customers that answered that they had a specific comment or
complaint, 97.9% (n=277) of customers left a comment in their survey response. Out of those
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283 customers who had a comment or complaint, 99.3% (n=281) answered the question asking
whether they wanted to be contacted. Out of those 281 responses, 12.5% (n=35) customers
answered that they would like to be contacted about their comment or complaint. The customers'
contact information, as well as their complaint, is listed in the "Complaint Contact" sheet in the
attached Excel document (Tab 2).
Table 3. Comments, Complaints,And Contact Information
Has A Comment Left A Comment Wants to Be
or Complaint or Complaint Contacted
Freq. % Freq. % Freq. %
Yes 283 49.5 277 100 35 12.5
No 289 50.5 246 87.5
Total 572 100% 277 100 281 100
Damaged Trash Bins
Lastly, all respondents were asked if their trash collection containers are damaged to the point
that 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?"
Out of the 686 Waste Pro customers who submitted a survey, 93.9% (n=644)responded to this
question. Most customers who responded indicated that they are satisfied with the condition of
their containers 90.5% (n=583). Table 5 shows that 9.5% (n=61) of customers' containers are
damaged to the point where they would like them replaced (Tab 3 in the Excel sheet).
Table 4. Damaged Trash Collection Containers
Frequency Percentage (%)
Yes 61 9.5
No 583 90.5
Total 644 100
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Historical Customer Satifaction Results with Waste
Management Services provided by Waste Pro, LLC.
Survey Results
96.00%
94.00% -
92.00%
90.00% -
88.00% - it
-
86.00%
2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022
Survey
Fiscal Year Result
2007 93.20%
2008 93.40%
2009 97.00%
2010 94.20%
2011 96.80%
2012 97.10%
2013 95.20%
2014 94.50%
2015 93.40%
2016 94.78%
2017 95.20%
2018 94.60%
2019 90.80%
2020 91.40%
2021 90.30%
2022 90.90%
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WASTE PRO OF FLORIDA INC.
. 145 ANNUAL EVALUATION REPORT
1959
For the Period March 1, 2021 —February 28, 2022
AUTHORITY: In accordance with the Solid Waste Agreement dated March 1, 2006 and amended on
May 10, 2021 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 Sccde: Good, Acceptable but Needs Improvement, Unacceptable (requires ex lancrtion
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: As seen in Table 2 of the survey, the satisfaction rating this year was 90.9%. This represents a
slight increase from the rating of 90.3% last year. Complaints received by City staff and communicated to
WastePro averages 45 per month. City staff will continue to track the complaints received, work with WastePro
to resolve all complaints, and discuss concerns & observations with WastePro representatives.
EXPECTED RESOLUTION DATE: Ongoing
CRITERIA S:
Contractor's responsiveness to direction given by the Authorized Representative.
GRADE: Good
EXPLANATION:
Contractor has generally been very responsive to City direction(s). The working relationship between the City's
CSR team and WastePro staff has been very good which has increased responsiveness, improved education
efforts, and helped with service issues in recent years.
EXPECTED RESOLUTION DATE: N/A
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 have been paid by the contractor during the evaluation period.
EXPECTED RESOLUTION DATE: N/A
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CRITERIA D:
Contractor's participation in community meetings/events sponsored by City.
GRADE: Good
EXPLANATION:
Contractor provided a$5,000 donation to City's 4"'of July event in accordance with the agreement. Special event
support included provision of toters and roll-offs, as was well coordinated and executed. In attendance and well-
represented at all requested meetings.
EXPECTED RESOLUTION DATE: N/A
CRITERIA E:
Contractor's financial viability to continue performing the collection and disposal service as required by this
agreement.
GRADE: Good
EXPLANATION: Received and reviewed Audited Financial Statements at 12/31/21 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: Acceptable but Needs Improvement
EXPLANATION: WastePro has provided staff a policy which sets a high commitment standard towards
customer service. The policy outlines training and education of WastePro staff, including"education on the
specific needs of the municipality". Additionally,the City and WastePro utilize a direct report system to
communicate and monitor customer service requests.
EXPECTED RESOLUTION DATE: Ongoing
CRITERIA G:
Inspection records of all collection vehicles.
GRADE: Good
EXPLANATION: WastePro provided documentation stating that all Winter Springs collection vehicles are
inspected by a third party, and compliant with annual DOT inspections. Technicians perform routine service and
safety inspections approximately every 300 engine hours. Repairs are scheduled as needed.
EXPECTED RESOLUTION DATE: N/A
CERTIFICA ON:
Certified tl rndersi ed Authorized Representative of the City of Winter Springs, Florida:
Scott Borror, Director of Finance Dat—e
Re by Cont r W Pro of Florida:
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