HomeMy WebLinkAboutCOW 2024-07-22 Item 4 - Presentation - Update from Recology�35
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Mid -Year Overview
• Contract benefit highlights in 2024
• Customer service and operations metrics
• Contamination Reduction Program success
• Target outreach to multifamily and commercial
• Recology Store metrics
• Upcoming events and continued service benefits
• New collection fleet: efficient collection on route
• Full-time dedicated Customer Service representative, and full-time Waste -Zero Specialist
• Access to Recology Store for hard -to -recycle drop-offs, bill pay, and waste -diversion
opportunities
• Free Bulky Item Pickup
• Free Kitchen Compost Pails
RP
- Cyber event: November 2023 —
February 2024
- Significant decrease of call and email
volume in March: systems fully
functioning and standard operational
procedures resuming
- Additional Customer Service staff hired
- Additional training implemented in
response to City feedback
- Customer Service Satisfaction Average
Score: 4.2/5
2500
2000
N
'cl 1500
W
as
N
7 1000
U
500
■ Customer Ema i I s
• Calls
Nov-23
573
1579
Tukwila Call and Email Volumes
Dec-23 Jan-24
453 785
894 1555
MI
Feb-24 Mar-24
506 334
926 650
Apr-24 May-24
350 349
663 611
- High call volumes impacted
hold times were increased
during the months of December
2023 through February 2024
- Increased staffing reduced
average seconds to answer
significantly
- The average seconds to
answer in 20 seconds is an
above -standard metric that
Recology strives to maintain for
excellent service
ASA (Seconds)
Average Seconds to Answer and Calls Answered in 20
Seconds
50.00
45.00
40.00
35.00
30.00
25.00
20.00
15.00
10.00
5.00
0.00
83.61%
100%
90%
80
70%
60%
50
40
30%
20%
10%
0%
- All systems resumed full accessibility
in March: missed services have
decreased significantly
- Collection routes refined as data has
been continually validated in response
to feedback from the field and
customers
- Target: I Miss/I ,000 (39 total misses
per month)
- Recruited new Operations Supervisor
to ensure exceptional service
120
100
0
60
40
0
0
January
y
Total Misses: January - May 2024
February Ivlarch April May
Tukwila Waste Zero Specialist Successes - Contamination
Program & Diversion Outreach:
• 116 Technical Assistances with Commercial and Multifamily
properties
• Over 1,000 Recycle Right Bags provided at Doorhanging &
Property Events!
• 149 Site Visits
• 34 sites improved from 10% contamination to acceptable
levels (<10%) — out of 104 total sites
• 61 provisions of signage (including multilingual signage)
• Southcenter Earth Day Fair
• Tukwila Repair Event — May 11th
• Recycling Event - May 18th
• Tukwila and Recology 2024 ReThink Art Contest
• Other Tabling Events: 3 at Multifamily
and Commercial properties
• 300+ hard -to -recycle drop-offs
• February 2024: Scissor Repair Workshop
• May 2024: Mending Workshop
• August 2024: Scissor Repair Workshop
1600
10
1200
1000
800
600
400
200
Rea)logy HighUne Store Dropoffs: Tukwila Top Items
Styrofoam - Te ti Le - 333 Fluorescent Electronic - Books - 44 AppLiances -
1,476 Gations a LLons Bulbs - 141.1 50 Items Items 40 Items
Ga
• Interactive Survey in Fall 2024: Feedback from customers; available in English,
Spanish, Amharic, Vietnamese, Somali
• Fall Yard Waste Event - November 9th
• Southcenter Touch a Truck - July 27th
• Hullabaloo - August 17th
• Materials Recovery Facility (MRF) Innovation: In October 2024, six robotic additions
• New Hauling Yard: In the summer of 2024, Recology will begin construction of a new
yard in the town of Maltby
• Annual Service Guide to be mailed in November
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