Director's Report November

Zero Waste Advisory Commission – Nov. 10, 2021

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To: From: Zero Waste Advisory Commission Ken Snipes Director Austin Resource Recovery Date: November 10th, 2021 Subject: Director’s Monthly Report to the Zero Waste Advisory Commission 9 2020 ARR Residential Customer Survey Results Summary The ARR annual Residential Customer Survey is conducted through ARR’s Quality Assurance Residential Quality Services and Austin Energy’s Data Analytics and Business Intelligence teams. This year we incorporated an email and phone component to capture responses from all demographics. By adding the phone component, there was a significant increase in the number of Spanish‐speaking customers that completed the survey. Following are some key findings of the results:  Our customers value our service  922 responses were captured  55 customers completed the survey in Spanish (over the phone)  Satisfaction with ARR employees is 89%  Overall satisfaction with ARR is at 78%  The value of ARR service is at 76% See the attached presentation for more detailed results. Give a Great Story Holiday Campaign The Circular Economy Program’s annual ‘Give a Great Story’ campaign encourages Austin residents to give zero waste gifts during the holiday season — ideas include giving experiences (concert tickets), shared or reused items (vintage jacket from the thrift store), and repaired items (fix a broken guitar). The campaign hopes to replace the need to buy new things during the busiest holiday shopping season of the year. This year, our campaign will promote the relaunch of the ReUse Directory. The ReUse directory is a tool that will help residents locate items and services that are at the heart of giving a great story. Part of our campaign will include a collaboration with Recycled Reads through a curated ‘Give a Great Story’ section in their store. Also, ARR will be hosting two making workshops to teach residents how to create new, wonderful gifts out of old or discarded materials. End of the Year Recap Austin Resource Recovery 2021 1. Completion of Curbside Compost Collection Program. The final expansion, in January 2021, provided service to all remaining ARR customers after a four‐year phased‐in approach that began in 2017. (HE.D.4) 2. Multifamily Compost Pilot. Recruited multifamily properties to participate in 6 months of composting service to measure opportunities, challenges, and cost impacts of composting with multifamily tenants. (HE.E.1) 3. Circular Economy Businesses Created & Expanded through Innovative Programming. Launched the establishment and expansion of local circular businesses through regular business retention visits, Circular Meetups, and unique events. The inaugural Circular Austin Showcase connected circular economy businesses and entrepreneurs with potential investors in the region and awarded $3,000 to a pitch event winner. The 6th annual ReVerse Pitch Competition awarded $12,000 to social entrepreneurs to develop business ideas that repurposed local waste streams and added a new accelerator program for competition winners. (EOA.A.6) 4. Recollect Scheduling Tool Enhancements. In response to both the pandemic and winter storm Uri, staff updated the scheduling tool to include options to schedule appointments for the Recycle and Reuse Drop Off, as well as communicate about services delays or changes. (GTW.B.5) 5. Launched US Plastic Pact’s Roadmap to 2025. The City of Austin, along with nearly 100 government entities, companies, nongovernmental organizations (NGOs), research institutions, and other stakeholders launched an aggressive national strategy outlining targets to realize a circular economy for plastics in the United States by 2025. (HE.D.4) Awards and Recognition Program  2021 Gold Rank Award from the International Economic Development Council for the Circular Economy  Grant award ($600,000) from the Environmental Protection Agency’s EPA Brownfield Office  ARR was selected to serve on the Advisory Council of the US Plastics Pact after joining as an inaugural activator  Excellence in Wastewater Pretreatment for 7 years (landfill) and 12 years (Mabel Davis) Vehicle Fleet Technology Upgrade (VFTU) Update The Vehicle Fleet Technology Upgrade (VFTU) replaces SWTS (ARR's old cart system) with Fleet Mind’s RMS Cart System. The new cart system will facilitate the automation of manual processes. The project consists of three segments, the in‐ vehicle technology installation, the integration of the City of Austin Billing System with a Route Management System (RMS), and the integration of the Austin 311 Service Request System with RMS. Each segment of the VFTU Project has a separate implementation date:  The first segment, the in‐vehicle technology installations, was deployed incrementally after the Pilot Phase (per the contract bid sheet) and is completed.  The second segment, the billing and cart systems integration, was completed on July 12, 2021.  The final segment, the carts and service request system integration, was completed on October 26, 2021. Since all the phases of the project are now completed, the Project Manager and CTM will begin the closeout process, which will conclude by December 31, 2021. The following is the high‐level reporting for the VFTU Project 10 significant components: PROJECT COMPONENTS PERCENT COMPLETION 1. Contract Management 85% ‐ will end when project closeout is completed 12/31/2021 2. Department Wide Communication 70% ‐ ongoing 3. Hardware Install and Reinstall 90% ‐ 14 reinstalls pending the purchase of new vehicles 4. Inventory Management 90% ‐ 14 reinstalls pending the purchase of new vehicles 5. Invoicing 80% ‐ Ongoing 6. Project Budget Update 80% ‐ pending final milestone completion 7. Software Maintenance 80% ‐ pending in‐vehicle software update 8. SWTS Data Transitions 85% ‐ transition completed in Test system– next phase transfer from Test to PROD 9. System Training 90% ‐ ongoing monthly training 10. Testing: 3 Systems software and hardware integration 100% ‐ All phases of RMS system integration completed Austin Resource Recovery Homeless Update Collaboration Across All City Departments The foundation of the Clean City Strategy is communication and collaboration across all City departments. For most residents, it is hard to know the difference between spaces maintained by Public Works, ARR, PARD, or Watershed Protection. Each department has different mandates for how land is to be used and maintained. By working together across the organization, public health and safety needs in the community can be handled appropriately and efficiently. The result is a cleaner, safer Austin for residents and visitors to experience. Austin Resource Recovery staff facilitates a standing weekly meeting amongst all City of Austin departments for updates, issues/concerns, and strategies. Pertinent information is shared within this team. ARR Department Homelessness Efforts During Fiscal Year 21, ARR continued to provide daily collection service at Violet Bag locations around the city. Over the year, the program grew from 28 sites to a total of 49 sites. ARR crews participated in camp cleanups with Public Works as well as handled on‐demand cleanings by request. In all, ARR removed over 500 tons of debris from encampments during the fiscal year. ARR also partnered with Austin Public Health, Austin Police, and other departments to help with the HEAL initiative which prioritized moving residents into housing at four encampment sites, based on safety concerns. The four sites included: Terrazas Branch Library, Highway 71/Manchaca, Buford Tower/City Hall, and 183/Oak Knoll. ARR has seen a decrease in encampments due to the passage of the statewide camping ban. However, staff continues to provide litter removal at numerous underpass locations based on activity levels. The department is also playing an active role in assisting Parks and Recreation and Watershed Protection with encampment cleanings on other City properties. Public Space Cleaning Service Multiple City of Austin departments are responsible for keeping the City of Austin‐owned underpasses and other public spaces used by people experiencing homelessness clear of potentially hazardous clutter and debris. In 2019 these departments began coordinating cleaning schedules, standards, and practices. The Public Space Cleaning Service provides in‐person assistance and guidance for cleaning areas while they are inhabited, removing items that are either trash or not allowed for safety reasons. Notices of the cleaning service are posted 72 hours in advance with information about what will happen, when it will happen, and how residents can best participate. There is also a supplemental posting with information about how to access services addressing homelessness. While the program was briefly suspended because of COVID‐19, it resumed in July 2020 with pre‐cleaning delivery of trash bags, gloves, and masks for residents. Violet Keep Safe Storage In 2020 the City of Austin launched the Violet Keep Safe Storage program, a transitional storage service that helps people experiencing homelessness keep their possessions safe while navigating their way around the community and out of homelessness. Inspired by programs in other communities, the Office of Design and Delivery collaborated with the Austin Homeless Advisory Council (AHAC) and members of the Austin design community to develop a pilot housed at the former HealthSouth parking garage. The Storage Center has approximately 300 storage bins with locks available to hold important documents, meaningful keepsakes, and bulky personal items, lightening the load for appointments with service providers or potential employers. Staffed by people with lived experience of homelessness, the City plans to partner with community organizations to extend the capacity, reach, and impact of storage across Austin. ARR formerly managed the Violet Keep Safe Storage Program. This is now handled by Downtown Austin Community Court (DACC). Trash/Water Wheel on Lady Bird Lake Update ARR will research the feasibility of placing a trash/water wheel on Lady Bird Lake. Once the department’s research is complete, it will provide the commission with an update. ARR Fleet Purchases FY 22 In FY 20 Fleet Services entered into a Master Agreement which eliminates the need to go to Council each year and allows the City to order equipment on a reduced timetable. The agreement includes two, one‐year options and allows for price increases each year. Under the Master Agreement, ARR is scheduled to purchase the following types of equipment for FY 22. Litter Abatement Number of Units 1 2 2 2 2 1 1 1 1 Type Multi‐pack 13 Yard Rear Loaders Street Sweepers Box Grapple Cranes 40 Yard Roll Off Trucks 4X4 ATV F250 Crew Cab 2000 Gal. Flusher Truck Supervisor Pickup Area Curbside Compost Homelessness Litter Control Brush Collection Bulk Collection Clean Creeks Litter Control Litter Control Brush Collection Collections Number of Units 12 7 4 5 2 3 Type Automated Side Loaders Automated Side Loaders 25‐Yard Rear Loaders 13‐Yard Rear Loaders 13‐Yard Rear Loader Supervisor Pickup Area Garbage Recycle Garbage Garbage Recycle Garbage Diversion Facilities Number of Units 1 1 1 1 1 Type Tandem Haul Tractor Supervisor Pickup 2000 Gal. Flusher Truck CAT Track Loader Brush Grinder Area Landfill Closure Landfill Closure Brush Processing Landfill Closure Brush Processing 1 1 Service Body Truck Brush Processing Supervisor Pickup Building Services Operations Support/Administration Number of Units 1 1 1 1 2 Type Supervisor Pickup ATV Chevy Bolt Small Pickup F450 Flat bed Area Vehicle Support Safety Quality Assurance Admin Management Carts Fuel Biodiesel Biodiesel Biodiesel Biodiesel Biodiesel Biodiesel Biodiesel Biodiesel HEV Fuel Biodiesel Biodiesel Biodiesel Biodiesel Biodiesel HEV Fuel Biodiesel HEV Biodiesel Diesel Diesel Biodiesel E85/Gasoline Fuel EV E85/Gasoline EV E85/Gasoline Biodiesel Total Units: 59 On‐Call Bulk Update Austin Resource Recovery began the On‐Call Bulk Pilot for two residential routes in April 2018. One of the goals of the pilot is to provide customers with a flexible timeframe to set out bulk items versus the twice‐per‐year scheduled collections. The data below shows tonnages collected and diverted for FY 20 and FY 21. Tonnages for FY 20 are lower due to bulk routes being suspended for over six months due to COVID. BULK ROUTE 9 TONNAGE BULK ROUTE 23 TONNAGE MATERIAL FY20 FY21 MATERIAL FY20 FY21 BULK METAL APPLIANCES ELECTRONICS TIRES FY TOTALS DIVERSION 133 4 2 0.05 2.4 141.5 6.0% 252 5 2.2 0.3 3.4 262.9 4.1% BULK METAL APPLIANCES ELECTRONICS TIRES FY TOTALS DIVERSION 161 15.1 4.5 1 0.3 181.9 11.4% 259 16 8 1 2 286 9.4% For both on‐call routes, the most requested collection days are Tuesday and Wednesday with Bulk Route 23 representing over 60% of total collections. ROUTE PARTICIPATION ROUTE ROUTE 9 COLLECTIONS ROUTE 23 COLLECTIONS TOTALS FY20 563 995 1558 FY21 997 1517 2514 SCHEDULED BULK ROUTE TONNAGE MATERIAL BULK BULK RECYCLED DIVERSION FY20 5,086 96.65 1.90% FY21 11,137 284.1 2.55% Diversion rates on the on‐call routes are higher when compared to the scheduled bulk routes as more items are recovered for recycling. ARR continues to provide on‐call collections to the pilot routes and has made scheduling easier by adding the service to the ReCollect app. With the success of the pilot, ARR is in the process of determining how we can expand the program citywide with an anticipated rollout in FY 23. ARR is also developing a pilot for the On‐Call Brush collection with an anticipated start in summer FY 22. ARR Solicitations Update as of October 25, 2021 ZWAC Meeting November 10, 2021 Upcoming Solicitations Under Development (in alphabetical order): 1. GIS Software: RFP – The Contractor shall design and develop database(s) and a survey platform to collect, organize, warehouse, and protect the relevant City waste diversion ordinance data of the businesses, properties, and food permittees, building permittees, and construction and demolition permittees affected by City waste diversion ordinances. No existing contract. 2. Household Hazardous Waste and Recycling Collection Services: ILA – The City will provide household hazardous waste, recycling, and other collection services for Travis County households located outside the incorporated limits of the City. Solicitations Expected to be Posted Within the Next 90 Days: 1. Asbestos, Lead, and Mold Abatement Services: RFP – The Contractor shall provide removal, encapsulation, and disposition of asbestos, lead, particulate, and mold. No existing contract. 2. Solid Waste Industry Consulting Services: RFQS – The Consultants shall provide professional solid waste industry consulting services, including delivering industry knowledge, technical advice, and recommendations on solid waste industry marketing indexes and definitions on an as-needed basis. No existing contract. Published Solicitations: No updates. Solicitations in Evaluation or Negotiation: 1. Post-Disaster Debris Removal and Disposal Services:– RFP 1500 SLW3011 – This solicitation was posted on March 29, 2021, and closed on May 13, 2021. Contractor to provide emergency debris removal and debris disposal services in accordance with Federal Emergency Management Administration (FEMA) guidelines. No existing contract. 2. Post-Disaster Debris Monitoring Services: RFP 1500 SLW3010 – This solicitation was posted on March 29, 2021, and closed on May 6, 2021. Contractor to provide emergency field debris monitoring services to include management and accounting services for monitoring the recovery efforts of the City’s Post Disaster Debris Removal and Disposal Contractor. No existing contract. Definitions: CCO (Capital Contracting Office): Administers the procurement of professional and construction services. CO-OP (Cooperative Contract): A contract that has been competitively bid and issued by another government or purchasing alliance with the intention of sharing it with other governmental entities. ILA (Interlocal Agreement): A collaborative contract between local government entities (for example, ARR and a county, state, or school district) to provide more efficient and less costly services, where any payments are made from current revenues. IFB (Invitation for Bid): Formal bidding documents inviting suppliers to submit pricing for goods or services. RFI (Request for Information): Used to obtain industry input, feedback, or reactions from potential suppliers prior to issuing a solicitation. RFQ (Request for Quotation): Informal request to suppliers to provide quotes on specific goods or services. RFQS (Request for Qualifications): Formal solicitation is used when qualifications are the main criteria for professional services.RFP (Request for Proposals): Formal request for a supplier to provide a solution and cost estimate to a complex need. Page 1 of 1 Austin Resource Recovery Curbside Collection and Drop Off Center Operations LAST FISCAL YEAR CURRENT FISCAL YEAR FY 2019 FY 2020 Aug 2020 Sep 2020 Aug 2021 Sep 2021 FY20 YTD (Oct 19-Sep 20) FY21 YTD (Oct 20-Sep 21) 130,307 11,040 517 136,709 5,379 347 11,317 39 33 11,903 34 27 136,709 5,379 347 11,525 878 75 11,169 1,155 74 138,955 11,651 765 153,737 *Estimated tons of curbside recycling processed by vendors as residual-based 153,625 12,306 12,952 153,737 13,392 13,293 162,693 154,991 on bi-annual sample route audit 11,761 11,302 917 987 11,302 914 895 11,321 10,386 Description of Services Tons of curbside Trash Tons of Curbside Bulk Disposed HHW Operations Tons Disposed Estimated Tons of Curbside Recycling Residuals* Total Disposed Tons Collected Curbside and from Drop Off Center Operations Tons of curbside recycling RRC Tons Recycled/Reused RRC Tons of Brush Collected HHW Operations Tons recycled/reused Tons of Drop Off Center Collections Recycled/Reused Tons of Curbside Yard Trimmings Tons of Curbside Bulk Recycled Tons of Curbside Brush Collected Tons of Curbside Textiles Collected Tons of Carts Recycled Total Diverted Tons Collected Curbside and from Drop Off Center Operations Tons of Curbside Compost Collected** Total Tons Collected Curbside and from Drop Off Center Operations Estimated Percent of Curbside Collected Materials Diverted from Landfills by ARR Pounds of Trash collected per customer per pickup Pounds of Recycled materials collected per customer per pickup (every other week) Pounds of Yard Trimmings collected per customer per week d e s o p s D s n o T i d e i t r e v D s n o T **"Tons of Curbside Compost Collected" is included in the "Tons of Yard Trimmings Collected" 47,528 2,259 2,595 477 5,073 37,265 257 6,447 77 166 96,813 22,040 52,122 1,218 1,722 247 3,060 48,105 127 3,323 25 193 106,955 38,711 4,238 7 0 20 26 2,601 2 28 8 0 6,903 2,205 4,549 8 5 11 24 3,162 0 2 5 27 7,768 2,671 52,122 1,218 1,722 247 3,060 48,105 127 3,323 25 193 106,955 38,711 4,043 135 38 39 201 3,034 10 840 3 19 8,149 3,034 4,042 134 4 22 145 2,948 16 903 4 34 51,709 1,323 563 222 1,784 56,481 323 8,339 42 163 8,092 2,948 118,841 53,455 110,448 45,864 250,438 260,692 19,209 20,720 260,692 21,541 21,385 281,534 265,439 37.47% 40.38% 35.91% 37.47% 40.38% 37.38% 37.55% 41.96% 40.65% 24.78 25.57 25.17 26.45 25.57 25.19 24.41 25.52 24.62 Number of Trash and Recycling Customers 202,292 205,670 207,530 207,698 205,670 211,185 211,207 209,419 207,760 18.17 19.61 18.96 20.34 19.61 17.78 17.77 19.10 19.58 7.12 9.05 5.82 7.07 9.05 6.67 6.48 10.43 8.53 Number of Yard Trimmings/Organics Customers 201,174 204,506 206,347 206,453 204,506 209,936 209,981 208,209 206,707 Total tons of Dead Animals Collected from COA rights- of-way and the animal shelter 30 34 2 2 34 2 3 31 30 FY 2021 Goal 133,005 11,000 600 52,604 2,400 2,000 550 4,700 45,864 250 6,700 180 150 25,000 20,000 15,000 10,000 5,000 0 60% 55% 50% 45% 40% 35% 30% 25% 45.00% 40.00% 35.00% 30.00% 25.00% Austin Resource Recovery Curbside Collection and Drop Off Center Operations 19,209 20,720 21,541 21,385 6,903 7,768 8,149 8,092 Aug 2020 Sep 2020 Aug 2021 Sep 2021 Total Diverted Tons Collected Curbside and from Drop Off Center Operations Total Tons Collected Curbside and from Drop Off Center Operations Estimated Percent of Curbside Collected Materials Diverted from Landfills by ARR 0 0 36% 37% 37% 38% 40% 42% Aug 2020 Sep 2020 FY20 YTD (Oct 19‐Sep 20) Aug 2021 Sep 2021 FY21 YTD (Oct 20‐Sep 21) Reporting Status and Diversion Results for All Categories of Waste Generation Category of Waste Generation Residential Waste Diversion (city serviced accounts) Community Diversion Rate FY2016‐17 Actual FY2017‐18 Actual FY2018‐19 Actual FY2019‐20 Actual FY2020‐21 Goal FY2020‐21 Current 37.51% 36.77% 37.47% 40.38% 40.65% 41.96% * * * * * * *As prescribed in the Austin Resource Recovery Master Plan, the Department will conduct a detailed waste assessment study every five years to determine progress toward our Zero Waste goal. The first such study was published in 2015 and is titled Austin’s 2015 Community Diversion Study. The study focused on estimating diversion from both ARR‐serviced properties and commercial properties. Commercial properties include retail businesses, food service establishments, professional offices, industrial properties, institutional facilities, government facilities, and multifamily properties five units and larger. According to Austin's 2015 Community Diversion Study, Residential Waste Diversion Rate (city serviced accounts) represents approximately 15% and the Community Diversion Rate (accounts serviced by private waste haulers) represents approximately 85% of the total citywide wastage. Residential Waste Diversion (city serviced accounts) 40.38% 40.65% 41.96% 37.51% 36.77% 37.47% FY2016‐17 Actual FY2017‐18 Actual FY2018‐19 Actual FY2019‐20 Actual FY2020‐21 Goal FY2020‐21 Current Category of Waste Generation Commercial Tons Landfilled** Commercial Tons Recycled** Commercial Organics Tons** CY 2018 CY 2019 CY 2020 1,079,312 402,292 80,906 1,401,619 470,786 102,215 1,359,207 435,875 81,436 ** Numbers reported here are compiled from self‐reported data submitted by licensed private waste haulers via semi‐annual tonnage reports required under Section 15‐6‐3 of the City Code on a calendar year basis and as such, ARR does not attest to the accuracy of these amounts. These numbers reflect data from 100‐200 licensed haulers (the number of haulers varies over time) and include haulers servicing dumpsters, roll‐offs, construction and demolition debris, landscaping debris, and metal scrap. These numbers do not reflect all data sources included in Austin's 2015 Community Diversion Study. Zero Waste Advisory Commission Meeting - November 2021 Single Stream Recycling Statistical Report FY21: October-September Texas Disposal Systems (TDS) and Balcones Resources, Inc. (BRI) Month and Year Contractor Tons Delivered Contractor Payments Landfill Cost Avoidance Revenue Processing Cost Net Amount Due/(Owed) $ per ton value Cost Per Ton Total Net Value to the City October 2020 November 2020 December 2020 January 2021 February 2021 March 2021 April 2021 May 2021 June 2021 July 2021 August 2021 September 2021 Total 5,237.16 TDS BRI TDS BRI TDS BRI TDS BRI TDS BRI TDS BRI TDS BRI TDS BRI TDS BRI TDS BRI TDS BRI TDS BRI Total Total 2,094.01 3,176.88 5,270.89 2,451.34 2,785.82 2,487.24 3,393.25 5,880.49 2,349.30 3,300.43 1,594.73 2,052.78 3,043.48 3,432.67 2,135.54 3,205.72 2,468.37 2,790.31 2,384.16 3,034.60 1,983.53 2,947.21 2,575.28 2,381.52 1,930.38 3,006.21 Total 5,649.73 Total 3,647.51 Total 6,476.15 Total 5,341.26 Total 5,258.68 Total 5,418.76 Total 4,930.74 Total 4,956.80 Total 4,936.59 $81,991 $72,809 $154,800 $102,134 $61,805 $163,940 $113,935 $81,618 $195,554 $114,152 $84,935 $199,088 $79,885 $56,531 $136,417 $161,486 $94,230 $255,716 $119,927 $96,247 $216,174 $153,870 $113,825 $267,695 $173,198 $145,761 $318,959 $163,691 $164,579 $328,270 $239,872 $156,867 $396,738 $181,323 $196,560 $377,884 $189,508 $226,728 $416,236 $221,846 $204,363 $426,209 $225,095 $238,629 $463,724 $212,612 $235,173 $447,785 $144,323 $161,114 $305,437 $275,435 $240,797 $516,232 $193,266 $228,315 $421,581 $223,387 $204,628 $428,016 $215,766 $218,903 $434,669 $179,509 $213,881 $393,391 $233,063 $180,510 $413,573 $174,699 $217,342 $392,041 ($107,517) ($153,919) ($261,437) ($119,712) ($142,558) ($262,269) ($111,160) ($157,010) ($268,170) ($98,459) ($150,238) ($248,697) ($64,438) ($104,582) ($169,020) ($113,949) ($146,566) ($260,516) ($73,339) ($132,067) ($205,407) ($69,518) ($90,803) ($160,321) ($42,569) ($73,142) ($115,711) ($15,819) ($49,302) ($65,121) $6,809 ($23,643) ($16,834) $6,624 ($20,781) ($14,157) ($51.35) ($48.45) ($48.84) ($51.17) $22.87 $22.87 $22.87 $22.87 ($44.69) ($46.27) $22.87 $22.87 ($41.91) ($45.52) $22.87 $22.87 ($40.41) ($50.95) $22.87 $22.87 ($37.44) ($42.70) $22.87 $22.87 ($34.34) ($41.20) $22.87 $22.87 ($28.16) ($32.54) $22.87 $22.87 ($17.85) ($24.10) $23.89 $23.89 ($7.97) ($16.73) $23.89 $23.89 $2.64 ($9.93) $23.89 $23.89 $3.43 ($6.91) $23.89 $23.89 $47,890 $72,655 $120,545 $56,062 $63,712 $119,774 $56,883 $77,604 $134,487 $53,728 $75,481 $129,209 $36,471 $46,947 $83,419 $69,604 $78,505 $148,110 $48,840 $73,315 $122,155 $56,452 $63,814 $120,266 $56,958 $72,497 $129,454 $47,387 $70,409 $117,795 $61,523 $56,895 $118,418 $46,117 $71,818 $117,935 FY21 Totals 48,180.63 $1,908,341 $3,859,889 ($1,951,548) $1,107,418 Austin Resource Recovery FY20 Customer Satisfaction Survey Data Analytics & Business Intelligence FY21Q2 © 2018 Austin Energy Data Analytics and Business Intelligence (DABI) Working with DABI at Austin Energy + = Unbiased, Trusted Advisor Experienced Analytics Team Big Picture Insights 2 Data Analytics and Business Intelligence (DABI) OUR COA PARTNERS OUR RESOURCES Austin 311 Austin Energy Austin Resource Recovery Austin Water COA Budget Office Neighborhood Housing Ofc. Performance Mgmt. Parks and Recreation Public Health Transportation Team with nearly 40 years of customer insight research experience ArcGIS Census Economic Data ESRI Data Qualtrics Salesforce.com SAS SPSS Tableau TCAD 3 Data Analytics and Business Intelligence (DABI) Data Collection Process What is the goal of this research? Support a Strategic Outcome Gather Awareness or Satisfaction Insights Build upon Existing Data Communicate the Impact of the Results Why this data is needed and who is going to use it 4 Methodology Summary YEAR FY16 FY17 FY18 FY19 FY20 METHODOLOGY online survey, email invite online survey, email invite online survey, email invite online survey, email invite phone & online survey, call & email invite ENGAGEMENT (began survey) COMPLETION (completed survey) SPANISH (completed survey in Spanish) 857 1,159 835 1,073 780 1,112 800 1,028 4 3 3 2 993 922 55 Note: Sample is from COA Utilities accounts with email addresses. 5 Customer Demographics Responses by District District Responses 1 2 3 4 5 6 7 8 9 10 11% 12% 12% 10% 7% 11% 11% 9% 8% 10% Due to rounding, numbers may not always add up to 100%. Data based on sample size n= 922. 6 Customer Demographics Home 85% Single family homes 12% Townhouse, duplex, triplex, or fourplex 2% Condo 1% Other 18% 50k or less 23% 50k to under 100k 30% 100K or more 28% preferred not to respond or were unsure Income Age 10% 34 years old and under 37% 35‐54 years old, 47% 55 years old or older 6% Preferred not to respond 10% Completed some or graduated high school 51% Completed some or graduated college 30% Postgraduate work 9% Other or preferred not to respond Education Time in Austin 20% Less than 10 years 18% 11‐20 years 57% More than 20 years 4% Preferred not to respond Due to rounding, numbers may not always add up to 100%. Sample size may vary by question. 7 Summary of Results Satisfaction w Employees Satisfaction w ARR Value of Services 78% 76% FY20 Results FY19 Results (%) 89% 89 79 79 Recommendations Recycling Customers continue to request weekly pick‐up, consider expanding service Street Sweeping Customers question the frequency and effectiveness of service, consider increasing awareness Communication Increase awareness of available services, accepted materials, service schedules and service interruptions to aid customer satisfaction Presentation Notes: Surveys collected via phone and electronically. Very satisfied results are a combination of responses that selected 8, 9, 10 on a scale of 1 to 10. The % or % will denote a significant difference to the previous year at a 95% confidence interval. FY20 data based on sample size: n= 922. Sample size may vary by question. Due to rounding, numbers may not always add up to 100%. Q2.14 ‐Please rate your overall satisfaction with Austin Resource Recovery employees on a scale of 1 to 10; Q2.8 ‐Please rate your overall satisfaction with the service provided by Austin Resource Recovery using a scale of 1 to 10; Q2.18 ‐On a scale of 1 to 10, for the money you pay, how would you rate the value of the programs and services you receive from Austin Resource Recovery? 8 Summary of Results FY20 Results Satisfaction w Employees Satisfaction w ARR Value of Services 89% 78% 76% Overall Satisfaction (%) * FY19 Results FY20 Results 82 81 Note: *Annual overall satisfaction is the average of 3 questions. Q2.14 ‐Please rate your overall satisfaction with Austin Resource Recovery employees on a scale of 1 to 10; Q2.8 ‐Please rate your overall satisfaction with the service provided by Austin Resource Recovery using a scale of 1 to 10; Q2.18 ‐On a scale of 1 to 10, for the money you pay, how would you rate the value of the programs and services you receive from Austin Resource Recovery? 9 Customer Satisfaction with the Service Provided by ARR and Employees * FY16 Results FY17 Results FY18 Results FY19 Results FY20 Results 77% 80% 81% 84% 84% Note: *Annual results are an average of 2 questions. Q2.14 ‐Please rate your overall satisfaction with Austin Resource Recovery employees on a scale of 1 to 10; Q2.8 ‐Please rate your overall satisfaction with the service provided by Austin Resource Recovery using a scale of 1 to 10. 10 Satisfaction with Employees FY20 Results Satisfaction w/ Employees Satisfaction w/ ARR Value of Services 89% Satisfaction w/ Employee Groups (%) 93 93 92 92 92 91 90 Respondents who did not rate On‐Demand Services Out‐of‐Cycle bulk collection collectio N/A n 89% Dead animal Bul Recyclin collection collection brush Larg Trash Yar collection waste collection collection Compos Recycle & collection Reuse Drop‐off Center* Note: *Smaller sample size. N/A numbers represent the percentage of respondents from our sample size that did not answer the satisfaction with employee(s) question. Q2.12/Q2.13 ‐Considering just the employee(s) with whom you interacted or observed performing their job, please rate your level of satisfaction on a scale of 1 to 10. If you have not interacted with an employee performing a service, please select “N/A.” 11 Satisfaction with Employees Satisfaction w/ Employees Satisfaction w/ ARR Value of Services FY20 Results 89% Year Over Year Satisfaction (%) Employee Group 2019 2020 Change Bulk collection Recycling collection Large brush collection Trash Collection Yard waste collection Compost collection Recycle & Reuse Drop‐off Center* Dead animal collection* Out‐of‐Cycle bulk collection* Street sweeping* 92 92 92 89 91 90 93 77 87 79 93 93 92 92 92 91 90 85 82 80 + 1 + 1 0 + 3 + 1 + 1 ‐ 3 + 8 ‐ 5 + 1 Note: *Smaller sample size. Q2.12/Q2.13 ‐Considering just the employee(s) with whom you interacted or observed performing their job, please rate your level of satisfaction on a scale of 1 to 10. If you have not interacted with an employee performing a service, please select “N/A.” 12 Satisfaction with Employees FY20 Results 89% Satisfaction w/ Employees Satisfaction w/ ARR Value of Services Customer Comments on High Satisfaction with Employees “They have demanding jobs! Recently I was at the curb sweeping up yard waste and the truck came by and the employee actually picked up the pile of waste I hadn't placed in a container! I was really impressed by his thoughtfulness.” “All my interactions with your employees have been super positive.” “I truly appreciate the work they do to keep our city clean and safe!” “All are professional, helpful, and friendly.” “The employees we have encountered have always been polite and friendly.” “They are very courteous and positive.” “Very friendly patient and helpful.” “Your employees are always friendly and helpful I watch a special needs young lady and she is very excited over the trucks and drivers. They blow the truck horn for her and she loves it!!” “The service to my household was never impacted by the pandemic. I appreciate their hard work and support.” Q2.14 ‐Please rate your overall satisfaction with Austin Resource Recovery employees on a scale of 1 to 10; Q2.16 ‐Please explain why you gave that response. 13 Satisfaction with ARR Services FY20 Results Satisfaction w/ Employees Satisfaction w/ ARR Value of Services Satisfaction w/Communication Tools (%) * 78% Tool Satisfaction Engagement My Schedule tool (online) Austin Recycles mobile app Mailers ARR’s website Newsletters Cart tags Nextdoor Austin Recycles (ARR) Facebook page Community events Zero Waste Block Leader program 82 78 75 73 66 61 59 58 53 38 39 16 64 46 36 29 32 11 19 11 Note: *FY20 survey added the satisfaction with communication tool(s) question. Engagement numbers represent the percentage of respondents from our sample size that answered the satisfaction with communication tool(s) question. Q2.4 ‐On a scale of 1 to 10, how satisfied are you with the following communication tools regarding ARR services? If you have not used the tool, please select "N/A." 14 Satisfaction with ARR Services FY20 Results Satisfaction w/ Employees Satisfaction w/ ARR Value of Services Services w/ Low Usage (%) 78% Service Satisfaction Engagement ARR Austin Reblend Dead animal collection Austin Reuse Directory* Home composting classes Curbside clothing and housewares collection* Home composting rebate Out‐of‐Cycle bulk collection Fix‐It‐Clinic or online Fix‐It‐Class* Chicken keeping rebate Chicken keeping classes 73 72 69 61 54 54 52 51 49 42 18 20 13 10 21 12 15 6 5 6 Note: *FY20 survey added Austin Reuse Directory, curbside clothing and housewares collection to the satisfaction with service(s) question and edited Fix‐It‐Clinic to include online Fix‐It‐Class. Engagement numbers represent the percentage of respondents from our sample size that answered the satisfaction with service(s) question. Q2.7 ‐On a scale of 1 to 10, how satisfied are you with the following ARR services? If you have not used the service, please select “N/A.” 1 Satisfaction with ARR Services FY20 Results Satisfaction w/ Employees Satisfaction w/ ARR Value of Services Satisfaction w/ Highly Used Services (%) 78% 87 TRASH 84 CURBSIDE COMPOSTING + 2 84 84 RECYCLING + 3 YARD WASTE ‐ 1 77 LARGE BRUSH COLLECTION ‐ 3 71 BULK COLLECTION ‐ 4 Q2.5 ‐On a scale of 1 to 10, how satisfied are you with the following ARR services? If you have not used the service, please select “N/A.” 16 Satisfaction with ARR FY20 Results Satisfaction w/ Employees Satisfaction w/ ARR Value of Services 78% Customer Dissatisfaction Comments Top 5 Categories (%) 30 26 22 21 17 “It's so expensive for what we get and it's not clear what the services even are…I wouldn't be so frustrated with these fees if they had a clear Information Containers service & bin issues Cost Bulk service & frequency More recycling explanation of what they even are and if I actually saw the impact. To me, it's like I'm paying for services that don't actually exist.” “Pick up my trash every week, as I pay them to do. Often I am missed or skipped over for either trash or recycling.” “Increase frequency of bulk pick up services to every other month. Make recycling a weekly pick up without increasing the cost. When I lived in Dallas I paid much less than here and had weekly “I know it's been difficult with the current COVID restrictions, but there seemed to be a lack of communication regarding some service interruptions or delays. And recycling and monthly bulk pick up.” “There are so many fees associated with ARR ‐ it would be helpful if we knew exactly what those fees went towards.” “I know that the collectors (trash pickup, recycle, compost) have to work fast so they get to everyone, but do they have to push the containers so hard that they fall over and crack?” the bulk trash pickup hasn't happened in a very long time or if it did we missed it due to lack of communication…” “Place my cans Upright and at the curb, not 4 feet from it!” Note: Customer comments may have multiple associated topics. Category percentages are calculated using comment totals. Q2.9 ‐What could Austin Resource Recovery do to increase your level of satisfaction? Please be specific. Total Comments: 170 17 Satisfaction with ARR Services Recycling FY20 Results Very Satisfied Somewhat Satisfied RECYCLING Most Discussed Topic 84% 12% 4% Not at all Satisfied 31% More Recycling – requests for weekly service, larger or additional bins Customer Comments “Recycling needs to be more frequent. We never have enough room in the can.” “Would love to have recycling picked up weekly. Our bin is always full by the second week.” “Recycling pick‐up should be every week. This is crucial and we are always stressed about not having enough room in the bin.” “I wish recycling pick up was every week and there was clear guidance on what's allowed and what's not.” “I wish Recycling was every week. Every other week discourages those using it. We run out of space and items end up in the trash. Especially with the higher volume of shipping boxes during Covid.” “My only suggested change would be to have recycling pick up every week... by the time two weeks have passed, by recycling bin is overflowing a lot of the time, and I have to divert some of it to trash.” “Everything is great except that we almost always have more recycling that can fit in the provided container. recycling pick up every other week isn't frequent enough.” Note: Customer comments may have multiple associated topics. Topic percentages are calculated using comment totals. 18 Total Recycling Comments: 225 Q2.5 ‐On a scale of 1 to 10, how satisfied are you with the following ARR services? If you have not used the service, please select “N/A”; Q2.9 ‐What could Austin Resource Recovery do to increase your level of satisfaction? Please be specific; Q2.10 ‐Please explain why you gave that response. Satisfaction with ARR Services Recycle & Reuse Drop‐Off Center FY 20 Results Very Satisfied Somewhat Satisfied 69% 19% 12% RECYCLE REUSE DROP‐OFF CENTER 7% Not at all Satisfied Summary of Comments 65% Access – closure, scheduling, and hours of operation 23% Location – inconvenience, request additional sites 19% Positive and general commentary Customer Comments “Service is always there and the Resource Recovery Center was great!” “The household recycling center is too far south with not enough weekend hours. It'd be nice to have one up north too.” “Open the facility on Business Center Drive. It has been closed for way too long, and is not a covid danger.” “The reuse center is too far away to feasibly use.” “The Austin Recycling Center was a place I went frequently before the shutdown due to the virus. I wish it would reopen for customers again. I can never reach anyone by phone to schedule a pickup.” “I really like the Drop‐Off Center (when open) especially the free mulch which is the best mulch available.” “My only suggestion is for you to provide a way to dispose of hazardous chemicals and paint in all parts of town. Even just a temporary pop‐up location in various parts of town a few times a year would be helpful.” Total Recycle & Reuse Drop‐off Center Comments: 57 Note: Customer comments may have multiple associated topics. Topic percentages are calculated using comment totals. Q2.6 ‐On a scale of 1 to 10, how satisfied are you with the following ARR services? If you have not used the service, please select “N/A”; Q2.9 ‐What could Austin Resource Recovery do to increase your level of satisfaction? Please be specific; Q2.10 ‐Please explain why you gave that response. 19 Satisfaction with ARR Services Street Sweeping FY 20 Results* Very Satisfied Somewhat Satisfied Not at all Satisfied 48% 31% 21% STREET SWEEPING Summary of Comments 46% Frequency 28% General commentary 24% Awareness 20% Cost Customer Comments “Street sweepers are my bike lane heroes (although a few more of them would be awesome)!” “Street cleaning is virtually non‐existent and not worth how much EVERYONE is billed.” “Street sweeping is not effect, so therefore the automatic charge for it is not justified.” “It is very clean on the street.” “Street Sweepers ‐ we don't know when they're coming, so people have their cars in the streets and the streets don't get fully swept ‐ is there a schedule or something??” “Street sweeping used to be on a regular schedule but hasn’t been coming regularly since COVID started. The streets are filthy now.” “As far as street sweeping, we pay for some sort of street service in our bill and yet in the past 1.5 years there has never been a sweeper come through that I know of.” Note: *Satisfaction results have been stable for the last 5 years. Customer comments may have multiple associated topics. Topic percentages are calculated using comment totals. 20 Total Street Sweeping Comments: 46 Q2.6 ‐On a scale of 1 to 10, how satisfied are you with the following ARR services? If you have not used the service, please select “N/A”; Q2.9 ‐What could Austin Resource Recovery do to increase your level of satisfaction? Please be specific; Q2.10 ‐Please explain why you gave that response. Satisfaction with ARR Services FY20 Results Satisfaction w/ Employees Satisfaction w/ ARR Value of Services Customer Engagement w/ ARR Services and Goals Customer Comments for Low Service Value Satisfaction 84% Always recycle 35% Dispose hazardous waste at Reuse Center 51% 84% 7% Aware of 2040 Landfill reduction Goal Importance of 2040 Landfill reduction Goal 76% “Bulk collection. I want it back. I also do my own composting, and I do not see why am I billed for compost pick‐ up without a way to opt out.” “The fees are a bit high when you consider some people don't "pay" yet receive the service.” “I would like to have large brush and bulk pick up discounts on my bill for those services that I have not received in over a year.” “We get a lot, but we pay a lot.” “When I get that bill on the ARR part it seems like they add a bunch of things I’m not familiar with. All those little taxes and fees add up. I don't have a voice on these incidental charges.” “It seems there are more categories and fees being collected for. Every bill has a new charge and I don't know what each charge even represents.” “I gave it 1 for last question about value for the money I pay for your services because i have no idea about 98% of your services hence I haven’t used them.” 2 Q2.1 ‐People may not recycle all of the time, for different reasons. Do any of these statements describe you regarding recycling in your home? Please select all that apply; Q2.21 ‐How do you typically dispose of household hazardous waste materials, such as paints, cleaners, oils, batteries, and pesticides; Q2.22 ‐On a scale of 1 to 10, how knowledgeable are you about the goal to reduce the amount of trash sent to landfill by 90% by 2040; Q2.23 ‐On a scale of 1 to 10, how important is ARR's goal to reduce the amount of trash sent to landfill by 90% by 2040; Q2.19 ‐What could Austin Resource Recovery do to increase the value of its services to you? Please be specific. Summary of Results Satisfaction with Employees Satisfaction with Services Value of Services Customers continue to hold a favorable view of ARR employees. Their service and hard work is appreciated. Satisfaction increased for composting and recycling while decreasing for bulk and brush. Dissatisfaction is attributed to service interruptions, delays, and low service frequency. Satisfaction decreased for service value. In open text comments customers attribute cost as a factor in their dissatisfaction. Awareness and Importance of 2040 Goal Communication and Information Effect of the Pandemic Knowledge of the 2040 goal varies by customer population; however, view of the importance of the goal remains consistent across populations. Customers continue to ask for more information of available programs, request service updates, and want more communication from ARR to educate and inform the public. Engagement declined for the disposal of hazardous and difficult to dispose materials, service interruptions impacted satisfaction levels, and service costs were mentioned more frequently by customers. 22 Year over Year Summary Satisfaction with Employees Value of Services Satisfaction with ARR service Large brush collection satisfaction Yard waste collection satisfaction Trash collection satisfaction Recycling satisfaction Bulk collection satisfaction Curbside composting satisfaction Recycle & Reuse Drop‐off Center Satisfaction Knowledgeable of 2040 landfill reduction goal FY12 FY13 FY15 FY16* FY17 FY18 FY19 FY20* 78% 73% 82% 82% 83% 87% 85% 82% ‐ ‐ ‐ 75% 70% 82% 77% 76% 86% 83% 72% ‐ ‐ 83% 74% 84% 72% 76% 87% 85% 78% ‐ ‐ 82% 62% 71% 78% 81% 84% 81% 76% ‐ 84% 70% 75% 79% 82% 82% 80% 76% 83% 50% 85% 74% 77% 77% 84% 85% 82% 74% 80% 49% 89% 79% 79% 80% 85% 87% 81% 75% 82% 48% 89% 76% 78% 77% 84% 87% 84% 71% 84% 48% 70% 72% 75% 76% 69% 14% 16% 16% 39% 38% 43% 42% 35% Street sweeping satisfaction 62% 74% 49% Take Hazardous waste to City facility 44% 36% 40% 53% 54% 56% 54% 51% Note: *FY16 methodology transitioned from phone to online/email survey. FY20 incorporated a phone survey to target harder to reach populations. Data based on sample size: FY16 n= 781, FY17 n= 1,112, FY18 n= 800, FY19 n= 1,028, FY20 n= 922 23 Questions regarding survey: Brian Kennedy brian.kennedy@austinenergy.com (512) 322‐6053 24 ©2018 Austin Energy. All rights reserved. Austin Energy and the Austin Energy logo and combinations thereof are trademarks of Austin Energy, the electric department of the City of Austin, Texas. Other names are for informational purposes only and may be trademarks of their respective owners.