HomeMy WebLinkAbout2007 05 29 Consent 202 Solid Waste Survey
COMMISSION AGENDA
ITEM
202
CONSENT
May 29, 2007
Special Meeting
MGR/DEPT
Authorization
REQUEST: Utility/Public Works Department Requesting the City Commission Approve the Solid
Waste Survey to Determine Franchisee Eligibility for Performance Bonus
PURPOSE: The pUrpose ofthis Board item is to request the City Commission Approve the Solid Waste
Survey Questions and Format to be used for Ascertain the Contractors eligibility for the
Performance Bonus as stipulated in the Franchise Agreement.
CONSIDERATIONS:
This agenda item is needed to initiate the performance bonus provisions of the Franchise
Agreement for Solid Waste Agreement with Waste Pro of Florida. Section specifically says:
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Staff contacted UCF Institute of Government and we were referred to Dr. James Wright of
the Institute of Social and Behaviorial Sciences who performs surveys for the university. The cost
is $2,047 to be split between the City and WastePro.
052907 _COMM_ Consent_202_Solid_ Waste_Survey
May 29,2007
Consent Agenda Item 202
Page 2
The survey will consist of 3 questions: verification of single family residence, satisfaction
with solid waste service, and any specific complaints relating to solid waste service. The sample
size will be 400 to have a 95% confidence interval with an error +/- 3%. It is estimated that 1,200
calls will have to be made to get 400 participants.
The contractor will need to have 90% of the participants respond that they are satisfied with
solid waste service to receive the bonus. The +/- 3% will not be taken into consideration when the
results are reviewed. The survey results will be brought back to the Commission when received.
FUNDING:
The City's 50% share of the survey will be paid from the Solid Waste Fund.
RECOMMENDATION:
It is recommended that the City Commission approve the survey format and authorize staff
to proceed with the solid waste survey.
IMPLEMENTATION SCHEDULE:
The survey will be conducted during June.
ATTACHMENTS:
1. UCF Proposal
COMMISSION ACTION:
052907_ COMM_ Consent_202 _ Solid_ Waste_Survey
.
Institute for Social and Behavioral Sciences
Department of Sociology
407-823-5083
Scope of Services
Winter Springs, FL, Customer Satisfaction with Waste Management Services, 2007
The Institute for Social and Behavioral Science (ISBS) at the University of Central Florida agrees to conduct a "computer-
assisted" (CATI) telephone survey of -400 registered voters in Winter Springs, Florida, to detennine the level of customer
satisfaction with the city's solid waste disposal contractor, WastePro. The survey will consist of three questions (see below).
Every effort will be ,made to commence data collection as soon as possible after the signing of an agreement and to deliver survey ,;
results in the timeliest possible fashion.
Our cost estimate assumes a total sample size not to exceed 400 interviews. The purpose of the survey is to determine
whether WastePro qualifies for a perfonnance bonus, which requires a customer satisfaction level of at least 90%. To
get the margin of survey error within :l: 3 percentage points with a 95% confidence level requires 370 cases.
'The proposed survey protocol is shown below. With such a short survey, our estimate is that our interviewers can
complete 400 interviews with -90 hours of calling effort. (Most of the interviewer's time is spent dialing numbers and
getting an eligible and cooperative respondent on the phone. Very little is spent actually conducting the interview.) With
the above assumptions, the budget estimate is as follows:
Interviewing: 90 hours @ $12/hour 1,080
Training and supervision of interviewers 200
One day of professional time to code survey and download results 500
Direct costs 1,780
Indirect costs @ 15% 267
Total costs 2,047
OS2907 _ COMM_ Consent_202_So1id_ Waste_Survey
Winter Springs, FL, Customer Satisfaction with Waste Management Services, 2007
Hi, my name is . I'm a student at UCF and I am not selling anything! We're doing a smvey for the City of
Winter Springs. The swvey asks only three questions and takes less than a minute to complete.
[INTERVIEWER: Add as necessary to assure respondent: Let me stress that your participation in this swvey is completely
voluntary and confidential. Your number was chosen at random from the list of registered voters to participate in this swvey.
You will not be identified by name in any document we produce. We are interviewing approximately 400 people and your
answers will be combined with everyone else's. You have the right to refuse to answer any question you want. You may also
terminate the interview at any time.]
OK. First, can you tell me whether the place where you are currently living is a single family residence, a condominium, a
townhouse, an apartment, or what?
I Single family residence
2 Condo
3 Townhouse
4 Apartment
5 Other
9 Don't know, refused
IF "SINGLE FAMILY RESIDENCE," CONTINUE. ANY OTHER RESPONSE: THANK R FOR illS OR HER TIME AND
TERMINATE INTERVIEW.
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?
I Satisfied
3 Unsatisfied
8 It depends, varies from week to week, etc.
9 Don't know, can't say, refused.
Do you have any specific complaints about the trash collection service that you would like to tell me about?
RECORD VERBATIM. PROBE: Anything else?
OK, that's it. Thank you for agreeing to participate. [TERMINATE INTERVIEW]
052907_ COMM _ Consent _ 202_ Solid _Waste_Survey