HomeMy WebLinkAbout2023 07 10 Regular 502 - Waste Pro Annual Performance Review.pdfREGULAR AGENDA ITEM 502
CITY COMMISSION AGENDA | JULY 10, 2023 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 11 through April 21, 2023. The result of the survey was a satisfaction
rating of 91.2% which is slightly higher than the 2022 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, 21 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. One of the themes that resulted
from the discussion was the ongoing need for communication and education related
to the recycling effort. 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 cost share with the City, the net
amount of the bonus paid is $13,130.50.
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
224
Waste Pro for the period of March 1, 2022 - February 28, 2023 as submitted by staff.
225
226
227
228
229
230
231
232
233
234
235
236
237
238
239