Item 005 - On Demand Collection Presentation — original pdf

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On-Demand Services: Brush, Bulk and Household Hazardous Waste Samuel Gilbert, Division Manager- Litter Abatement Donald Hardee, Division Manager- HHW-RRDOC Austin Resource Recovery April 1, 2026 Brush, Bulk and HHW then and now: In January 2025 Austin Resource Recovery began city wide collection of Brush, Bulk and Household Hazardous Waste material through an appointment-based service model. This allows for:  Three(3) collections per year per service  Customers scheduling at their convenience  Collections completed off service day to increase the curb access Previous Model  Customer notifications sent by mail for upcoming brush and bulk collections  Brush and Bulk collection twice annually. Collections generally six months apart  Limited diversion of revenue generating bulk recyclables  Appointments for HHW drop-off only with no curbside collections. 2 Brush and Bulk On-Demand Appointments CY25 Brush and Bulk On Demand Monthly Appointments • Brush- 14,146 calendar year appointments • Bulk- 52,442 calendar year appointments 3 CY25 Brush and Bulk On-Demand Tonnage Appointment based servicing has caused a decrease in the tonnage collected for both Brush and Bulk landfilled. The tons of recyclables diverted has increased. 4 Operational Costs, Revenue, Diversion, Mileage Category Metric Brush CY25 Operational Costs, Revenue, and Diversion CY24 $121,668 $107,844 Overtime $92,671 $134,405 Fuel Costs $283,105 $205,656 Overtime $152,854 $183,254 Fuel Costs Disposal Costs $258,199 $172,080 $21,485 Revenue 334 Tons Diverted $140 198 Difference ($13,824) ($41,734) ($77,449) $30,400 ($86,119) $21,345 136 Bulk Bulk Fuel savings in Brush With on-demand, ARR has experienced changes by program: • Overtime savings in Brush and Bulk • • Reduced landfill cost in Bulk Increased fuel costs in Bulk • Increased revenue from diversion efforts • Brush collection experienced a significant decrease in miles driven, bulk collection showed an increase in total miles. Of the increase in bulk mileage, 22% is related to diversion related materials. Calendar Year Mileage Comparison Category Brush Bulk CY24 140,844 160,176 CY25 Difference 97,110 192,033 (43,734) 31,857 5 HHW On-Demand Program Performance The launch of the On-Demand program has helped to increase participation in HHW disposal services with almost 2,000 more residents requesting service in calendar year 2025 over the previous 12 months. HHW Calendar Year 2025 Data HHW Drop-off HHW On-Demand HHW Program Participation CY2024 vs CY2025 40,000 36,000 32,000 28,000 24,000 34,050 35,921 CY 2024 CY 2025 Total Year Participation Participation Total Disposal Cost Total Collected (lbs) Disposal Cost/lb Personnel Cost Waste/HH (lbs) Disposal Cost/HH Personnel Cost/HH Effective Cost/HH $ $ $ 28,534 1,006,348.76 1,010,055.65 0.5874 384,336.78 Service Requests Vehicles Mileage Total Collected (lbs) Fuel Costs Personnel Cost 35.40 Waste/HH (lbs) 20.79 13.47 34.26 Disposal Cost/HH Personnel Cost/HH Effective Cost/HH $ $ $ 7,386 28,853 703,154 9,144.20 114,681.79 95.20 55.92 15.53 72.69 $ $ $ $ Traditional HHW Drop-off continues to be the more efficient method of providing disposal services; however, HHW On-Demand sees triple the amount of materials discarded per household. 6 HHW On-Demand Program Performance Monthly HHW On-Demand Service Requests Calendar Year 2025 585 607 691 623 598 581 543 497 525 736 694 706 Following a successful marketing campaign, the HHW On-Demand program saw immediate interest with increased requests for service following subsequent marketing pushes. JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC Monthly HHW On-Demand Materials Collected Calendar Year 2025 The HHW On-Demand program experiences seasonality akin to other On-Demand programs and traditional HHW Drop-off with increases in materials during times of temperate weather. 39,964 44,350 51,100 66,400 57,705 57,710 62,580 56,250 61,660 74,555 69,210 61,670 JANUARY FEBRUARY MARCH APRIL MAY JUNE JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER 7 HHW On-Demand Program Impacts  Greater Program Reach  More than 5% Year over Year increase in residents utilizing HHW disposal services  Increased Re-use of Materials  Residents schedule pickups at their convenience before end of life of the product  Increased safety for ARR employees and vehicles 8 On-Demand Program Challenges Brush and Bulk  Materials setout near obstacles in the rights-of-way  Customer education  Unscheduled setouts  Improper setouts: comingled material, construction debris and excessive tires are a few examples HHW Vehicle limits  Vehicles have a finite capacity that can be safely collected Improper Set-outs and Improper Packaging  Leaking/damaged containers can lead to inadvertent chemical reactions while materials await collection  Remediating spills or reactions resulting from inadequate packaging 9 Council Districts Participation Districts with Higher Utilization • Customers have a higher utilization for on demand services. • Council Districts 1,5,7,8 and 10 • 11%- 14% utilization Districts with Lower Utilization • ARR will target these areas for educational campaigns to increase program usage. • All other districts • 6%-9% utilization 10 Customer Satisfaction information Customer Satisfaction Survey Criteria • Conducted during the first six months • Overall satisfaction • Ease of scheduling • Timeliness of service delivery • Random selection following receipt of one or more on demand services. Service Category Bulk Ease of Scheduling Timeliness Brush Ease of Scheduling Timeliness HHW Ease of Scheduling Timeliness Very Satisfied 87.60% 85.20% 85.70% 77.90% 91.20% 91.90% Satisfied Dissatisfied Not Applicable 10.50% 11.20% 11.90% 15.30% 7.40% 5.70% 2.70% 5.30% 1.80% 6.30% 1.00% 1.10% 0.70% 1.60% 0.80% 1.40% 0.50% 0.80% Star Rating 1 Star 2 Star 3 Star 4 Star 5 Star Bulk Collection Brush Collection HHW Collection 2.7% 1.1% 2.0% 6.0% 1.7% 0.7% 1.3% 8.3% 0.8% 0.6% 0.1% 3.9% 88.2% 88.0% 94.6% Survey Results • 95% overall confidence from customers • 98% of customers rated as very satisfied or satisfied with scheduling • 95% either very satisfied or satisfied with timeliness 11 Brush, Bulk and HHW Program Recognition  Media Interviews:  KLRU, KUT  Texas Environmental Excellence Awards Finalist  Customer service recognition via Austin 311 calls and emails  Meetings with cities across the United States inquiring about the on-demand service for future implementation of a similar platform 12 Questions?