Solid Waste Management and Recycling Service Contracts: Performance Management and Lessons Learned

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Solid Waste Management and Recycling Service
Contracts Performance Management and Lessons
Learned

• BJ Tipton Amy Preble

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Table of Contents

• Overview of our services and history
• Why we contract the services we do
• What goes into a good contract
• Lessons learned
• Bid preparation
• Accountability
• Customer service
• Compensation and billing accuracy
• Next steps Where do we go from here?

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UNC Office of Waste Reduction and Recycling
Services and History

• Then
• Student and volunteer initiated program--1989
• 1 employee
• 1 contractor
• Initial purchase of 155 bins
• Materials collected
• Glass
• Aluminum
• White paper
• Newspaper

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UNC Office of Waste Reduction and Recycling
Services and History

• Now
• Employees 12 total
• 6 separate contracts
• Food waste composting
• 5 locations
• Indoor recycling
• 240 buildings
• 1,300 locations
• 2,750 bins
• Outdoor recycling
• 100 outdoor sites
• 529 carts
• Trash and cardboard
• 170 trash dumpsters
• 130 cardboard dumpsters
• 23 compactors
• Walkway recycling
• 47 sites

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UNC Office of Waste Reduction and Recycling
Services and History

• Services we contract
• Confidential paper shredding
• Gaylords
• Food waste and compost
• Carts
• Indoor recycling
• Central containers
• Outdoor recycling
• Carts
• Trash and cardboard collection
• Dumpsters
• Horizontal Compactors
• Rolloff Containers
• Major equipment repairs

• Services we perform
• Cart washing
• Compactor maintenance and repairs
• Confidential paper
• Education and outreach
• Indoor recycling
• Pallet pickups
• Rolloff hauls (small)
• Site cleanup
• Special event set up

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UNC Office of Waste Reduction and Recycling
Services and History
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UNC Office of Waste Reduction and Recycling
Services and History
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UNC Office of Waste Reduction and Recycling
Services and History
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UNC Office of Waste Reduction and Recycling
Services and History
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Why we contract the services we do.

• Early adopterpilot program that has gone viral
• Easier to get money for contracts vs.
• creating and adding positions
• buying trucks
• having space to process and store materials
• Less direct day-to-day operations supervision
  needed, no experience directly marketing
  materials

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What goes into a good contract?

• College and University Recycling Coalition (CURC)
  www.curc3r.org
• Recycling and Beyond A College Campus Primer
• Chapter 17 Contracts (written by Christine
  von Kolnitz Cooley and Karyn Kaplan)
• North Central Texas Council of Governments
  (NCTOG) Recycling Contract Negotiation Guidebook
  www.nctcog.org
• South Carolina Collegiate Recycling Professionals
  
• Certification Manual
• Chapter 8 Contracts and Marketing

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What goes into a good contract?

• North Central Texas Council of Governments
  (NCTOG) Recycling Contract Negotiation Guidebook,
  page 3
• This Guidebook is organized into eight chapters,
  plus an introduction. The organization is
  summarized below.
• Introduction
• Chapter 1 Recycling Contracting in North
  Central Texas
• Chapter 2 Engaging in the Competitive
  Procurement Process
• Chapter 3 Developing General Contract
  Provisions
• Chapter 4 Developing Collection Contract
  Provisions
• Chapter 5 Developing Processing Contract
  Provisions
• Chapter 6 Understanding the Financial Terms of
  Recycling Contracts
• Chapter 7 Managing Contract Administration
• Chapter 8 Resources and Reference Materials
• North Central Texas Council of Governments
  (NCTOG) Recycling Contract Negotiation Guidebook,
  page 3
• www.nctcog.org

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What goes into a good contract?
North Central Texas Council of Governments
(NCTOG) Recycling Contract Negotiation Guidebook,
page 2-4 www.nctcog.org
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What goes into a good contract?

• Key parts of our contracts
• Purchasings boilerplate language
• Scope and services to be performed
• Definitions of materials
• Response time to requests/work orders
• List of service locations and schedules
• Creation of database (old sheets, bin bible,
  contractor control)
• Anticipated volumes/tonnages
• Priority buildings (dont miss, noise, hard to
  access)
• Site maintenance
• Materials accepted and markets for them

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What goes into a good contract?

• Key parts of a contract (continued)
• More expectations and parameters
• Employee behavior and appearance
• Equipment appearance and function
• Health and safety considerations
• Security considerations

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What goes into a good contract?

• Communication and contract administration
• Reporting of stats/weights
• Billing dates
• Monthly meetings
• Daily check-ins (indoor phone, front
  load/rolloff have one of contractors
  radiosinstant communication)
• Location and schedule changes
• Contractor reporting of problems

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What goes into a good contract?

• Bid process
• 2 part bid
• Technical
• Cost
• How will pricing be structured?
• Per building
• Per ton (actual weights or estimates)
• Per pickup
• Per bin
• Combinations

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Lessons Learned

• Bid Preparation
• Have our own data
• Have a mandatory site meeting (tour)
• Be specific of its not in there, it wont
  happen
• Detail on markets (harder to get info once in
  contractual relationship)
• References (from similar businesses/entities)

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Lessons Learned

• Accountability
• How much time are you willing to spend to
  supervise their crews?
• Contractor supervise their own crews
• Contract had to specifically state this
  expectationcontractors werent doing it
• One contractindoorwas having serious problems
• Contractor chose to send someone to campus to
  inspect sites to see how work is performed

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Lessons Learned

• Accountability
• Regular indoor site inspections
• OWRR to hold contractor accountable
• Performance standards which include monetary
  penaltiescontract language
• Examples of performance expectations (photos of
  bags, lids, etc.)

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Lessons Learned
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Lessons Learned
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Lessons Learned
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Lessons Learned
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Lessons Learned

• Location and scheduling lists
• Keep location listings (database accuracy)
• Keep their route info current
• Contractor telling us if bins move or are missing
• Us telling contractor if locations move or add
• Coordinating schedule changes
• Contractor carrying their sheets!
• ? example

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Lessons Learned

• Customer Service
• We want to communicate with our customers. We
  want the contractor to communicate with ustheir
  customer.
• When we get a call
• Check database
• See if site is on our list
• When its due
• Work order system
• Sign off (really getting them done, not just
  signing them!)
• Recording in our system
• Email to customer

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Lessons Learned

• Compensation and Billing Accuracy
• Base service fees
• Processing fees
• Revenue sharing
• Contract fee adjustment
• From the NCTOG Contracting Negotiation
  Guidebook, pages 1-10, 1-11

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Lessons Learned

• Compensation and Billing Accuracy
• How billing is structured
• Per building
• Per stop
• Per container (dumpsters, bins, carts)
• Per ton
• Actual weights
• Truck
• Containers
• Estimated weights

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Lessons Learned

• Pricing structure of our contracts
• Animal Bedding
• Per cart emptied
• Food waste and composting
• Per ton
• Per site minimum tonnage
• Frontload contract
• We own the Dumpsters
• Pay for each pickup
• Pay actual landfill fees
• Indoor contract
• Per ton
• Would recommend a per building charge (but we
  have too many bldgs to manage that!)
• Outdoor contract
• Per site fee (max and min range of carts allowed)
• Rolloff hauls
• We own and maintain the compactors
• Haul rate based on distance to destination

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Lessons Learned

• Compensation and Billing Accuracy
• Contract Administrator needs to review and sign
  off on invoices
• Accuracy, cost savings
• Most businesses dont do this
• Diligence is a MUST
• Actual weights vs. estimated (pay by ton)
• Locations and schedule (by site or pickup)
• Changes in service locations, frequency,
  buildings off-line or demolished
• Holiday service reductions

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Next Steps Where do we go from here?

• Single stream?
• Cost savings?
• Housekeeping?
• In-house?

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Questions?
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Thank you!

• BJ Tipton, Solid Waste Program Manager,
  btipton_at_facilities.unc.edu
• Amy Preble, Recycling Coordinator,
  amy.preble_at_facilities.unc.edu