Back in the summer of 2014, Leon County Commissioners got an earful from county residents who called to complain about the garbage service they were getting from the Waste Pro. The County Commission promptly fined Waste Pro approximately $90,000 for a failure to provide service and set out to implement solutions to stop the service problems.
A new status report, due to be presented to the Leon County Commission on February 10, 2014, indicates that major improvements have been made in addressing the service problems.
The report states that “Since the June 24, 2014 status report, additional adjustments have been made by Waste Pro, which has improved their service level. These adjustments reduced the volume and persistence of customer complaint calls, but have not eliminated the calls completely.”
It appears that the County took the probelms so serious that staff members were making personal visits to residents’ homes to resolve concerns and to confirm that Waste Pro has adequately resolved the citizen’s concerns.
There actions are having an impact. The table below shows that the number of infractions for the second part of 2014 have fallen from 977 infractions in the January-June tim eperiod to 210 from July-December.
Assessed Liquidated Damages for Calendar Year 2014
|Month||# of Infractions||Total Fine|
Despite the changes made by Waste Pro, there remains service delivery complaints voiced by citizens that include litter left by trucks and delays in requests by customers to change equipment.
The report states that:
“curbside collection service that directly impacts Leon County residents is the top priority for both Waste Pro and the County. The Agreement provides for liquidated damages to be assessed against Waste Pro in the event of unresolved customer complaints for infractions relating to missed pick up, cart delivery delays, providing service outside designated times, failure to notify customers of route changes, failure to deliver materials to the appropriate facility, mixing of loads, failure to promptly clean up any litter or spills, use of a vehicle not meeting the requirements of the Agreement, and failure to submit required reports.”
In addition to services provided directly to customers, there are aspects of the Collection Agreement not being adhered to that limit staff’s ability to properly monitor and implement the Agreement.
For example, the agreement provides that RFID tracking technology will be included in all waste/recycling carts so County staff can verify service on a customer-by-customer basis. However, not all collection vehicles are properly equipped with the technology to receive the data. It is unclear when the RFID system will be fully functional and the report indicates that Leon County will start accessing liquidated damages by the Agreement guidelines starting February 1, 2015.
The report ends on a positive note by stating “it is anticipated that corrective actions taken by Waste Pro will continue to result in improved quality of service.”