HomeMy WebLinkAbout2011 06 27 Regular 600 Solid Waste Performance Review 2011
COMMISSION AGENDA
CONSENT
INFORMATIONAL
ITEM 600
PUBLIC HEARING
X
REGULAR
KS KL
MGR /DEPT
June 27, 2011
Regular Meeting
Authorization
REQUEST: Public Works Department Requesting the City Commission Validate the Solid
Waste Survey Results Entitling the Franchisee to Receive the Performance
Bonus and Receive the Annual Staff Solid Waste Review
SYNOPSIS:
The purpose of this Board item is to provide the results of the Solid Waste Survey to
the City Commission which determined that the Contractor is Eligible for the Year
Five Performance Bonus and also receive the staff review of the contract performance
as stipulated in the Solid Waste Franchise Agreement.
CONSIDERATIONS:
Performance Bonus:
This agenda item is needed to fulfill the performance bonus
provisions of the Franchise Agreement for Solid Waste Agreement with Waste Pro of Florida
which provides for a performance bonus of $15,000 provided the Contractor receives a
customer satisfaction rating of 90% or greater.
The City Commission approved the Addendum to the Solid Waste Agreement on
December 13, 2010 which extended the Franchise Agreement for four years through
February 28, 2015 including the Performance Bonus.
Staff contracted with the Institute of Social and Behavioral Sciences at UCF to
perform the survey at a final cost of $2,829. WastePro has agreed to split the total survey
cost with the City. The same solid waste survey questions as last year were used with the
addition of the question about repairing or replacing damaged containers. The respondents
with negative experiences or questions were asked if they wanted to be contacted and 16
2011 06 27 Regular 600 Solid Waste Performance Review 2011
City Commission – Regular Meeting
June 27, 2011
Regular Agenda Item 600
Page 2 of 4
provided contact information. Both City staff and WastePro representatives contacted the
residents to address their questions/concerns.
In addition, 106 residents indicated damaged toters or bins. All who provided contact
information or an address had their problem resolved. Next year we will also ask for an
address which will reduce staff time tracking down those addresses.
The survey was completed and provided to the City by UCF. The level of customer
satisfaction was measured at 96.8% based for the 432 respondents. Previous results were
94.2% in 2010, 97.0% in 2009, 93.4% in 2008 and 93.2% in 2007. The survey results entitle
WastePro to the $15,000 performance bonus. The City has processed the UCF survey
invoice and 50% of that cost will be deducted from the performance bonus.
Annual Evaluation:
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”. The
evaluation is attached.
New Initiatives:
The WastePro website for Winter Springs
http://www.wasteprousa.com/locations/cf/wintersprings/ has been operational for a year now.
The City’s web page has a link to the WastePro page for residents to find any information
needed for garbage and recycling.
WastePro has also had discussions with the Police Department on providing
Neighborhood Watch training for WastePro employees. This cooperative effort is scheduled
to occur in the next 90 days.
2011 06 27 Regular 600 Solid Waste Performance Review 2011
City Commission – Regular Meeting
June 27, 2011
Regular Agenda Item 600
Page 3 of 4
FISCAL IMPACT:
The Survey cost of $2,829 has been paid from the Solid Waste Fund. WastePro’s
share of the survey will be deducted from the $15,000 performance bonus for a net
performance bonus of $13,585.50. The current residential solid waste rate of $18.10 per
month remains unchanged since 2006.
COMMUNICATION EFFORTS:
This Agenda Item Has Been Electronically Forwarded To The Mayor And City
Commission, City Manager, City Attorney/Staff, And All eAlert/eCitizen Recipients; 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 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; And Has Been Posted Outside City Hall; Posted Inside
City Hall With Additional Copies Available For The General Public; And Posted At Five (5)
Different Locations Around The City. This Agenda Item Is Also Available To Any New
Individual Requestors. City Staff Is Always Willing To Discuss This Or Any Agenda Item
With Any Interested Individuals.
The annual survey resulted in 432 interviews with residents of which 96.8% were
satisfied with the level of service. At the request of the Commission, the survey also solicited
contact information from respondents who had concerns, questions or damaged toters/bins
who were then contacted by City staff and/or WastePro staff.
2011 06 27 Regular 600 Solid Waste Performance Review 2011
City Commission – Regular Meeting
June 27, 2011
Regular Agenda Item 600
Page 4 of 4
RECOMMENDATION:
It is recommended that the City Commission Validate the Solid Waste Survey Results
Entitling the Franchisee to Receive the Performance Bonus of $13,585.50 payable from the
Solid Waste Fund and also accept the Annual Evaluation Report for Waste Pro for the period
of March 1, 2010 – February 28, 2011 as submitted by staff.
ATTACHMENTS:
1.2011 Survey Report (11 pages)
2.2011 Annual Evaluation Report (2 pages)
2011 06 27 Regular 600 Solid Waste Performance Review 2011
Institute for Social and Behavioral Sciences
Winter Springs, FL, Customer Satisfaction with Waste Management Services,
2011: Final Report
By
James D. Wright and Jana Jasinski
University of Central Florida
March 28, 2011
The UCF Institute for Social and Behavioral Sciences contracted with the City of Winter
Springs, FL, to undertake a telephone survey that would determine the level of
consumer satisfaction with the City’s solid waste disposal subcontractor, WastePro. In
2011 a new question regarding damaged trash and recycling receptacles was added.
The survey was a “computer-assisted” (CATI) telephone survey of registered voters in
Winter Springs, Florida, conducted according to the quality standards that prevail in
the phone survey industry. A sample of the City’s registered voters was obtained from
a commercial sampling firm. Numbers from the list were dialed at random until the
desired sample size was achieved. Screening questions at the beginning of the survey
determined whether respondents were in fact legal residents of Winter Springs and
whether they lived in single family residences (including townhomes with city provided
waste collection services), which negotiations with the City had previously determined
to be the appropriate target population.
The following table shows the disposition of “call attempts” in the survey. A “call
attempt” is an effort by one of our interviewers to reach a person at a particular
number. Since any one number can be (and often is) called multiple times, the
number of call attempts (5,954 in this case,) is far larger than the telephone numbers
we attempted to dial. As can be seen, only about seven percent resulted in a
completed survey. Almost one in four (of all call attempts) resulted in “no answer,”
which includes answering machines and voice mail along with unanswered telephones.
Disposition of Call Attempts: Winter Springs Survey 2011
Category Number Percentage
No answer 2228 37.4
Call Back (1) 578 9.7
Business number 91 1.5
Disconnected 2304 38.7
Busy 37 0.6
Not in sampling frame 30 0.5
Refused 42 0.7
Fax/Computer Line 69 1.2
Out of target area 128 2.1
Call Back Spanish 5 0.1
Other 1 0.0
Partial 6 0.1
Completed Surveys 432 7.3
Total Dial Attempts 5954
Table Notes
1
(1) Includes both scheduled call-backs (specific day and time) and more general
“please call me back later.”
In all, 432 interviews were completed with eligible respondents. For a sample size of
432, the margin of survey error (95% confidence intervals) for a percentage near 50-
50 is ±4.66 percentage points. For a percentage split near 90-10, the corresponding
margin of error is ± 2.80 percentage points.
Aside from the screening questions to determine jurisdiction of residence and
residence type, the remainder of the survey consisted of six questions:
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?
1 Satisfied
2 Unsatisfied
3 It depends, varies from week to week, etc.
4 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?
Results for the question about overall satisfaction were as follows:
Number Percentage Valid Percentage
Satisfied 418 96.5 96.8
Unsatisfied 8 1.8 1.9
Depends, “it varies” 6 1.4 1.4
DK/Can’t Say/ Refused 1 0.2 ----
Total 100.0 100.0
N = 433 432
The measured level of consumer satisfaction with WastePro (96.8%) exceeds the 90%
satisfaction rating referenced in the contract.
In the 2011 survey administration a new question was asked regarding damaged
toters or recycling bins.
2
Are either of your solid waste containers- the one used for trash or the one used for recycling-
damaged to the point where you would like either to be repaired or replaced?
Yes
No
Don’t Know/Can’t Say/Refused
Results are as follows:
Are either of your solid waste containers- the one used for trash or the one used for
recycling- damaged to the point where you would like either to be repaired or
replaced?
Number Percentage Valid Percentage
Yes 107 24.8 25.5
No 313 72.5 74.5
Don’t Know/Can’t Say/Refused 12 2.8 ---
Total 100.0 100.0
N = 432 420
Many people who pronounced themselves satisfied overall with their trash
collection services nonetheless had specific complaints that they mentioned in
response to the follow-up question. Responses to the follow-up are reproduced
verbatim below. We have not undertaken any detailed analysis of these responses,
but a casual reading shows that leaving trash behind in the streets, and indifferent
handling of the emptied bins tend to be the most frequently mentioned complaints, as,
indeed, they also were last year.
Do you have any specific complaints about the trash collection service that you would like
to tell me about?”
As they empty trash they often replace the trash can in the middle of driveway.
The respondent must have to move the trash can before they park vehical.
beat our trash cans up and now they have holes
BIGGER RECYCLING BIN
coordinate with city when they are paving the street and when the waste pro
comes, too much machinery at the same time
Cut down to once a week rather than twice a week. Wednesday pick up every
other week.This would help to cut cost down. Does like the recycling plan.
3
Didnt properly recycle waste.
Didnt provide service, called and they still didnt come. They skip her and treat ger
trash cans carelessly.
DO NOT BELIEVE THAT YARD TRASH SHOULD BE PICKED UP AND MIXED
WITH WASTE.
EVERY SO OFTEN THEY WILL SKIP THE HOUSE.
Excellent job
Gets expensive
good job
Hard to get dispencery
HOLIDAY SCHEDULE - HIS PICKUP DAY IS ON MONDAY, SO HE MISSES
SEVERAL OVER THE HOLIDAYS. HAS TO GO 2 WEEKS WITH THE
RECYCLABLES.
i can't the big trash cans because so many people use them as an architectural
point of interest. i think there should be a city ordinance to have people hide the
trash cans.
I hear in community they go too fast.
i requested a new trash can, like three requests and i havnet gotten it.
i think that twice a week pickup is more than necessary for the average family.
i think they do more than need to because they come 3x a week.
I would prefer for my trash to collected once not twice a week.
it's too expensive. we don't generate that much garbage. we put the trash out
twice month maybe. so maybe they can have a weight system and charge by
weight.
na
NA
Never pick up at the same time/inconsistent.
no
NO
no comments
No comments
No comments.
no complaints
No complaints
No complaints.
NO RECYCLING CONTAINERS IN THE PARKS... OR ANYWHERE.
none
none.
nope
Nothing
4
nothing at all
occationally they leave it in the street, they should put in driveway
once in a while they emtpy the barrel fully. but that's not such a big deal
only pick up if its at the curb
Pleased.
price is too high
Recycling bin was cracked and taken by waste pro. The bin was never returned.
SCHEDULING. SOMETIMES COMES TOO EARLY OR TOO LATE.
INCOSISTENT PICK-UP TIMES.
Seemed to be more concerned.
Since we are Casselberry route, its not fair we didnt get new bins.
Sometimes drop trash on road and wont pick it up.
Sometimes they drop stuff on the street.
sometimes they empty out the garbarge
Sometimes throw garbage cans in street. 5 out of 10
sometimes you wonder why you have to exchange your bins, well it's the way
they handle them. as far as the pickup goes i dont have a problem with that
SPARITCALLY MISSED.
the bins fall apart. the lids dont stay on very well
they are not picking mine up on certain days
They bang up the ecology buckets, I think they just throw them.
they broke my lid off my trash can, but it's okay
they don't respect the that recycables are not trash
they gave me a magnet for certain holidays of the year and they didn't come on
one monday. other than that i am satisfied with them
They make a mess sometimes around the yard
they sometimes don't take recycling and I have to call them to come back, they
drive me nuts when they throw them around and they have cracks, I had to call
them to get it replaced.
they throw your garbage or your recycle cans in the road and they get damaged
and then they make you pay to replace them
too expensive
Top of trash can is damaged, would like replaced. This (top)was left with a
neighbor, and this is not appropriate, would like it swapped out. She would like to
set an appointment with Waste Pro.
Trash was left in the middle of the street. She had to pick it up. Several times
trash can was left in the middle of the street.
VERY EXPENSIVE... PREVIOUS COMPANY WAS CHEAPER. A LITTLE
PRICY - FANCY CANS?
very pleased
5
Very pleased
Very pleased.
Very pleased. But they take off too many holidays. Come the next day.
Very satisfied.
we have big items and on thursday they pick up big items but they didnt pick it up
When they drop trash they dont pick it up.
Would like smaller bins. Doesn't fill up the big ones.
Would like to have a second container for the current price
Respondents were asked if they wanted to be contacted by someone from the city
concerning problems with trash collection. Sixteen respondents indicated they would
like to be contacted. Fourteen of these provided their name. Listed below are the
names, phone numbers, and specific complaints (if listed) or issues of the individuals
who would like to be contacted.
Angie Kaplon, 407-327-5539, akaplon@aol.com
they gave me a magnet for certain holidays of the year and they didn't come on one monday. other
than that i am satisfied with them
Carlos Andrews, 4073270259
None
Cathy Lindner, 407.699.8428, ctltearcher@embarqmail.com
Recycling bin was cracked and taken by waste pro. The bin was never returned.
Doug Gilley, 4073271138, dguilley@cfl.rr.com
DR.CHAKRABARDI, 4073590466
Sporadically Missed.
Franklin Duncan, 407-699-5977
Cut down to once a week rather than twice a week. Wednesday pick up every other week. This would
help to cut cost down. Does like the recycling plan.
Glenn Gordon, 4073654308
beat our trash cans up and now they have holes
Greg Pike, 4073272148
Helen Goodson, 4073272432
Top of trash can is damaged, would like replaced. This (top) was left with a neighbor, and this is not
appropriate, would like it swapped out. She would like to set an appointment with Waste Pro.
6
Jim Alger, 407-695-3449
They bang up the ecology buckets, I think they just throw them.
John Mai, 407-327-8371
i think that twice a week pickup is more than necessary for the average family.
Ralph Gray, 407-327-7039
i can't the big trash cans because so many people use them as an architectural point of interest. i think
there should be a city ordinance to have people hide the trash cans.
Ray Stavrtoe, 4073653758
Since we are Casselberry route, it’s not fair we didn’t get new bins.
Robert Stillwell, 407-327-2240
As they empty trash they often replace the trash can in the middle of driveway. The respondent must
have to move the trash can before they park vehicle.
Respondents who indicated they had damaged receptacles were asked to provide
their name and contact information.
Angela Cenabola (407)695-6831 n/a
Audrey Hoyas 407-695-1524 na
Betty Sanders 407-699-2179 none
Bill None billabon@cfl.rr.com
Bob Williams 407-699-0238 n/a
Bonnie Fose 407-327-1818 esos353@yahoo.com
Brian Prett None jgarvin@cfl.rr.com
Bryan 407-327-9988 N/A
Carlos Andrews 4073270259 none
Cathy Linder 407.699.8428 na
charleen leiter 407-327-7907 no email
Chris Louan 4073653447 none
Christen Shapin 4073663691 no
Clara Tiche 4073652437 none
CLYDE
MACDONALD (407) 327-0540 N/A
David Brubaker na dsbrubaker@aol.com
Dayle 407-696-6585 None
7
Debbie 407-327-9551 N/A
Denise Whitton 407-971-3210 na
Dennis 407-327-4533 N/A
DeWayne Lorenze 407-699-0661 n/a
Donna 4073664279 No
Donna Baker 407-695-0722 na
DORTHY CROWE 4076950626 NA
DR.CHAKRABARDI 4073590466 NA
Eddie Maier 4073272627 n/a
Edna M 407-366-4659 N/A
Evans Mulligan 407-327-3077 n/a
Frank Cox 407-695-1533 na
Franklin Duncan 407-699-5977 None
George 407-327-4100 n/a
George 4073665372 None
GEORGE ACHA 4076951209 NA
Glenn Gordon 4073654308 none
Greg Young 4073660670 none
Head of household 407-699-8028 N/a
Helen Goodson 407-327-2432 NA
Herbit Mcricoft 4073656884 none
Jack Greco 4073659107 none
James Barrett 407-696-0530 n/a
Janet Eden 4073651814 none
Jim Alger 407-695-3449 1
Joe Landers 407-399-7261 n/a
John Pantuso 4073660659 none
John Seal 407-695-9401 n/a
Jones 407.327.0236 none
Joseph Morell 4073273924 none
Jotte Horan (407)366-1270 n/a
Joy Laerae 4073653650 none
Karl Mellen 4073663530 dcmellen@aol.com
Karyl Johnston na kjohn70187@cfl.rr.com
Katherine Stecker None ksterck@aol.com
Kathleen 407-327-4728 N/a
Kim 407-699-9367 N/A
LAURA JONES 4076950301 NA
LEVI PITTER 4076950411 NA
Lorraine
Mackaiona 407-971-1563 None
Louis Gonzalez 407-971-3901 na
Louis Perez 407-327-2328 n/a
8
Louis Santillana 407-327-7159 no email
wants additional recycle bin, not
Lydia Pierce 407-971-9920 a repair/replacement na
Marian Minder 407-359-5316 n/a
MArk Siotti 407-696-7754 N/A
Mary Kasner 9546951031 na
Michelle Mavres 407-388-1358 n/a
MONA
GUGLIELMO 4076950376 NA
Mort Ohren 407-327-3774 n/a
MRS. ROBINSON (407) 327-0621 NA
MS. SERRANT 4073279248 NA
n/a (407)359-5056 n/a
n/a 407-359-5258 n/a
n/a (407)366-1142 n/a
n/a 407-699-9616 m/a
Na 407.671.0292 na
NANCY HAMBY (407)327-0551 N/A
Nancy Poe 407-327-3871 n/a
Nick Febrizio 4079778326 na
PETER SANSOUCI 4073590407 n/a
Peter Stanfold 4073656499 none
Philis Walter 4073655157 none
Ray Starvoe 4073653758 none
Ray Watson None ray.tecflorida@yahoo.com
refused refused refused
refused refused refused
Richard None rik123203@aol.com
Rick 407-327-9436 N/a
rick bouffard 407-327-1938 rickbouffard@aol.com
Robert b 4073661750
Robert Pitchford 4073592720 none
Robert Stillwell 407-327-2240 n/a
Robin Smith 4073271566 robinsmith@email.com
Rose Marie Priest 4073592444 none.
Rosemarie Trapin 4073657860 none
Ross 407-359-7313 need both N/a
Sarla Barkh 407-3272233 shantisarla@yahoo.com
Silver 4076991854 none
Susan Conlon 4079778464 conlon2000@earthlink.net
Ted Erion 4073660761 none
TERRY BROWN 4073591147 NA
9
Theresa no teastman@bellsouth.net
Thomas Hurd 407-327-7361 no email
Tim Strever (407) 695-2088 tstrever@embarqmail.com
Tom Love 407-695-2219 tjlove7@embarqmail.com
Valerie 4073666281 None
VIRGINIA ORKIS 4073591682 NA
William Bradner 407-699-0085 n/a
10