HomeMy WebLinkAbout2013 05 13 Regular 600 Waste-Pro Franchisee Annual Review
COMMISSION AGENDA
Informational
Consent
ITEM600
Public Hearings
Regular
X
May 13, 2013KSKL
Regular MeetingCity ManagerDepartment
REQUEST:
Public Works Department Requesting the City Commission Validate the 2012-2013 Solid
Waste Survey Results Entitling the Franchisee to Receive the Performance Bonus, and
Receiving the Annual Solid Waste Evaluation Report.
SYNOPSIS:
The purpose of this Commission item is to provide the results of the Solid Waste Survey to
the City Commission and verify the results which determine that the Solid Waste
Franchisee, Waste Pro, is eligible for the Year 7 Performance Bonus, and also for the City
Commission to receive the Annual Solid Waste Evaluation Report as stipulated in the Solid
Waste Franchise Agreement.
CONSIDERATIONS:
This agenda item is needed to fulfill the contract requirements of the Solid Waste Franchise
Agreement relating to Performance Bonus and Annual Evaluation. The performance bonus
provision of the Agreement with Waste Pro provides for a performance bonus of $15,000
provided the Contractor receives a customer satisfaction rating of 90% or greater.
The Evaluation Report must be presented to the City Commission on an annual basis.
Staff contracted with the Institute of Social and Behavioral Sciences at UCF to perform the
survey again this year at a final cost of $3,002. This cost is split 50-50 with Waste Pro. The
same solid waste survey questions as last year were used with exception of an ineffective
residency screening question that was deleted. With the assistance of the IS Department,
we were able to provide UCF staff with customer phone numbers from our billing system
which greatly improved the accuracy and efficiency of the survey.
Regular 600 PAGE 1 OF 3 - May 13, 2013
95.2%
The level of customer satisfaction measured in the survey was , for the 416
respondents. Previous results from 2012 to 2007 were 97.1%, 96.8%, 94.2%, 97.0%, 93.4%
and 93.2%. 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
$15,000 performance bonus.
Those respondents with negative experiences or questions were asked if they wanted to be
contacted and 16 provided contact information. 38 customers requested repairs or
replacement to their toter or recycle bins. Staff has initiated contact with all these
residents and will coordinate resolution of their concerns/complaints with Waste Pro. Staff
also reviewed the anonymous complaints with Waste Pro staff to identify opportunities for
improvement.
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” or better. The
evaluation is attached.
FISCAL IMPACT:
The Survey cost of $3,002 will be paid from the Solid Waste Fund. Waste Pro’s share of
the survey will be deducted from the $15,000 performance bonus for a net performance
bonus of $13,499.00. 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 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 applicable 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. This
information has also 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. Furthermore, this information is also available to any individual requestors. City Staff
is always willing to discuss this Agenda Item or any Agenda Item with any interested
individuals.
Regular 600 PAGE 2 OF 3 - May 13, 2013
RECOMMENDATION:
It is recommended that the City Commission Validate the Solid Waste Survey Results
Entitling the Franchisee to Receive the Performance Bonus of $15,000.00 less survey costs
payable from the Solid Waste Fund and also accept the Annual Evaluation Report for Waste
Pro for the period of March 1, 2011 – February 28, 2012 as submitted by staff.
ATTACHMENTS:
1.2013 Solid Waste Customer Satisfaction Survey (8 pages)
2.Annual Evaluation (2 pages)
Regular 600 PAGE 3 OF 3 - May 13, 2013
WinterSprings,FL,CustomerSatisfactionwithWasteManagement
Services,2013:FinalReport
WinterSpringsWasteSurvey2013
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