HomeMy WebLinkAboutReg 2025-03-17 Item 4 - Presentation - Recology 2024 Annual Report3/11/2025
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11=
Customer Service & Operations Review
- Consistent email and call volumes
starting in March
Cyber event in January and February
Ongoing customer information
validation in first quarter of contract
commencement
- Customer Service Satisfaction
Average Score: 4.2/5
2500
2000
1500
1
1000
SOO
Tukwila CaII and Email Volumes
0I ■
Dec-23 Jan-24
Feb-24
Mar-24
Apr-24
May-
24
Jura24
Sul-24
Aug-24
Sep-24
Oct-24
Nov-24
Dec-24
I■ Customer Ern ails 453 785
• Calls 894 1555
506
926
334
650
350
663
349
611
424
726
407
620
324
4E6
364
664
312
615
333
451
301
647
2
3/11/2025
it
Customer Service & Operations Review
Majority of calls answered in 20
seconds (70%+)
Trends of longer time to answer:
- January and February due to Cyber
incident
June and September due to billing
notices
ASA (Seconds)
A5A ('
%in3
Average Seconds to Answer and Calls Answered in 30
Seconds
45.00
40.00
35.00
30.00
25.00
20.00
15.00
10.00
5.00
0.00
_
- 10(
- 809
605
409
- 20`,
■ ■ ■ ■ ■ ■ ■ ■ ■
■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■
Dec-23
Jan-24
Feb-24
Mar-
24
Apr-24
May-
24
Jun-24
Jul-24
Aug-
24
Sep-24
Oct-24
Nov
24
Dec-24
0%
ec)
34.90
45.84
36.30
20.33
20.21
20.49
37.62
25.07
16.23
34.50
12.26
13.64
16,47
1 Seconds
81.10%72.94%7&90%90.01%91.80%89.07%74.45%88.69%
94A1%
93.36%
94.96%
95.32%
92.81%
Answered in
3
Customer Service & Operations Review
- By June, customer data has been
validated and misses are below the
target
- Reported misses increase in July due
to accounts on credit hold
- Target: 1 Miss/1,000 (39 total misses
per month)
7.03
Misses/1000 Collections (target= <1)
120
.IW
40
Ea
40
70
6.03
5.03
4.03
3.00
2.03
■ - -
1.W
0.000
- NM MI titer
6e8d4
M4.24
AK.24
M4y-.74
164-24
1u1.24
A6g.24
5ep.24
04624
Nov.24
oec-24
44� Misses
105
65
58
44
32
51
27
21
30
20
26
-M-Miss/1000
6.16
1.87
1.52
1.12
0.92
1.25
0.72
0.58
0,74
0.58
0.72
4
2 2
3/11/2025
Improvements Made Since Implementation
• Increased Customer Service and Operations Support staff
• Ongoing in -field follow ups to resident and business feedback
• Streamlined collaboration between Customer Service, Outreach and
Operations teams to address any unique issues or questions
—�t
t
Henn
5
Contamination Reduction Program & Diversion Outreach
• Over 2,250 units provided with Doorhanging materials to
promote recycling and composting
• Recycling contamination program success:
• 1,097 container audits completed
• 343 site visits and Technical Assistances completed
• 85 sites improved from 10% contamination to acceptable levels
(<10%) (out of 108 properties; this is nearly 80%!)
• 148 Educational materials requests completed
• Signage deliveries and installations (including multilingual signage)
• Sorting Guides
• Recycle Right tools
• Recology Store Flyers
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3 3
3/11/2025
Engaging with the Community
• Southcenter Earth Day Fair — April 22nd
• Tukwila Repair Event — May 11th
• Recycling Event - May 18th
• Tukwila and Recology 2024 ReThink Art Contest
• Southcenter Touch -A -Truck — July 27th
• Hullaballoo —August 17th
• Senior Resource Fair — Oct. 9th
• Yard Waste Collection Event — Nov. 9th
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The Recology Store: 2024 Statistics for Tukwila Residents
• 466 hard -to -recycle drop-offs!
• 2024 Recology Store Workshops
• February: Scissor Repair
• May: Mending Workshop
• August: Scissor Repair Workshop
• December: Sustainable Furoshiki Wrapping
Hard to Recycle Items Collected at
The Recology Store for Tukwila Residents
47 Small
Appliances
8 Propane
Cylinders
Recology
2024 Totals
vet
4 Bicycles
238 Fluorescent
Bulbs
2,900 Gallons
of Styrofoam
•
Woof
49 Hardcover
Books
5/0 1:11172�
Electronics
11.56 Pounds
of Batteries
570 Pounds
of Textiles
• 6 I
7 Strand
Lights
4.4
OIL
22.05 Gallons
of Cooking Oil
RecologyRfr STORE
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4 4
3/11/2025
• State of the City — April 2nd
• Recycling Collection Event — March 22nd
• Project Recycle Right — Winners Presented at City Council on April 21st!
• Recycling Collection Event — June 14th
• King County Repair Event — July 12th
• Touch -A -Truck — August 23rd
• Materials Recovery Facility (MRF) Innovation: Final two robotic additions (for a total of 6!)
• Waste Zero Outreach — year-round for single-family, multifamily and commercial sectors in
the City
9
206-944-3900
Tukwila@Recology.com
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