HomeMy WebLinkAboutReg 2026-05-18 Item 4A - Presentation - Recology: 2025 Review5
Annual Recology Update
• Overview of customer service and operations trends throughout 2025
• Waste Zero education and engagement in the community
• Focus areas for ongoing diversion support and state law implementation
• Recology Highline Store diversion and activities highlights
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Operations & Customer Service Updates
New Operations District Manager recruited;
overseeing Supervisor in Tukwila area
• Increased Customer service staffing
• New billing and account management system
launched Fall 2025
• Completed Material Recovery Facility improvements
• New North hauling yard officially launched as of
January 2026
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Customer Service & Operations Review
- Increase of calls in December:
new billing system and
customer management system
launched
Tukwila Customer Service
Satisfaction Average Score:
4.6/5
IN CNN 1 647 1 663 1 538 1 556 1 516 497 607 586
and Ernaits
Tukwila Call and Email Volumes
- , 1
Dec-24 Jan-25 1 Feb-25 1 Mar-25prmay
1 A -25 Jun-25 u1-25 Aug-25 Sep-25 Oct-25 Nov-25 1 Dec-25 1
Customer Ernaits ; 301 ; 373 ; 236 ; 291 ; 322 235 560 511 393 398 347 380 ; 510
1 1
1 1
593 415 455 1 540
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Customer Service & Operations Review
- Majority of calls answered in 20
seconds (91%+)
ASA at 20.5 seconds or below for
entire year (avg. of 12.42 seconds)
- Increase of ASA in December: new
billing system and customer
management system launched
0
0
Average Seconds to Answer and Calls Answered in 20
Seconds
25.00
20.00
15,00
10.00
5.
0.00
Dec-24 Jan-25
ASA (Sec) 16.47 15.87
% in 20 Seconds 92.81% 94.10%
1
4' 1 k k<
I - [ 4 ,
- ;
Feb-25i [Ap25i Ilun-25[ Jul-25 [ Aug -
Nov Sep-25[Oct-25i
Dec-25;
1 ;
11.71 1 11.15 i 10.78 1 10.27 1 13.56 12.11 [ 11.95 13.03 [ 11.17 1 7.00 i 20.46
98.13%195.86%97.48%194.50%196.059'[96.40%;96.94%[97.27%197.349'197.12%91.859';
100% 0.
0
8096 to
0
60% .
4
2096
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Customer Service & Operations Review
- Miss per thousand under 1 for entire
year; average at 0.55
- Reported misses increase in March
due to regional routing assignment
shifts
Target: 1 Miss/1,000 (-36 total
misses per month)
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
Tukwila Misses /1000 Collections
Dec-24 188-25 Feb-25 11,181725 Ap.425 HED-25 14,-25 1425 A ,g-25 5;bp-25 OS-25 118,-25 Dec-2'5
Flisses 26 22 20 32 25 17 25
meeeeMiss,11
20 16 15 9 19
0.72 0.56 0,59 0,89 0.71 047 0,71 0.5 0717 0.4 0.23 0.51 C.61
000
Flisses ^....—^eMiss11000
30
25
20
15
10
10
Waste Zero Engagement
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• Over 3,148 units provided with Doorhanging materials to promote recycling
& composting
• Recycling & Compost contamination program success:
• 1,203 container audits completed
• 230 site visits and Technical Assistances completed
• 48 Educational materials requests completed
• Signage deliveries and installations (including multilingual signage)
• Sorting Guides
• Recycle Right tools
• Recology Store Flyers
• Providing outreach for new WA state Organics Management laws for businesses
• MRF Tours — ongoing private tours and quarterly public tours
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Waste Zero Engagement (cont.)
• Recycling Event — March 22nd
• State of the City — April 2nd
• Southcenter Mall Earth Day event — April 19th
• Tukwila and Recology 2025 ReThink Art Contest
• Tukwila Repair Event — July 12th
• Southcenter Touch -A -Truck —
August 23rd
• Senior Resource Fair — Sept. 13th
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Recology Store
• Residents able to bring hard -to -recycle item
drop offs at no cost (such as Styrofoam,
lightbulbs, electronics, textiles and more)
• All customers able to complete bill pay, make
customer service requests and ask questions
about their Recology services
• In 2025:
• 565 hard to recycle drop-offs
• 2,804 gallons of Styrofoam diverted!
• Waste Reduction Workshops
• Sustainable Gift wrapping, Scissor Repair,
Mending
r
eco
55 Small
Appliances
19 Propane
Cylinders
Reecology,
WASTE .ZERO
c ci
025 Totals
318 Fluorescent
Bulbs
2,804 Gallons
of Styrofoam
1 Hardcover
Book
2 Bicycles
c
13,53 Pounds
of Batteries
815 Pounds
of Textiles
6 Strand
Lights
116
Electronics
24,1 Gallons
of Cooking Oil
Recology
sToRE
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What's Next?
• City of Tukwila MRF Tour — May 29th
• Southcenter Touch -A -Truck — August 22nd
• Outreach for Residents, Schools, Multifamily, and Commercial sites focusing on increasing diversion and
reducing contamination in recycling and compost streams
• Ongoing WA Law Implementation Support: Organics Management Laws & Recycling Reform Act
• Annual Service Guide to be mailed in November
E II
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