What Gets Measured, Gets

Done, Performance Standards

Solid Waste Field Services

Public Works Department

2013

2

Public Works Solid Waste

• Serve more than 398,000 households

• Committed to environmental excellence

• Strive to provide the highest quality,

cost-effective, timely, environmentally and

diversity sensitive management of solid

waste services for our city.

3

Why We Measure

• Performance standards are utilized to measure the

– Performance

– Cost of Programs

– Customer Service

– Managed Competition

4

Why We Measure

5

Solid Waste Service Areas

6

Performance Management Guide

(PMG)

• Customer Service

• Equipment

• Production

• Contract Performance Standards

• Team Work / Leadership / Manage

Competition

7

Customer Service (Quarterly

Survey Communication)

• Leaving containers upright after

service.

• Free of spills after servicing

containers.

•Driver looks professional.

•Truck is clean and free from leaks.

•Allowance for extra/premium service.

•No damage to property or skid marks

8

Leave No Trace

• Audit of refuse and recycling misses.

• Collecting misses in a specified period

of time.

• Fluid leaks.

• Trash spills.

• Leaving containers upright after service.

Trees needing trimmed

• Broken containers/ carts

9

Equipment

• Proper pre/ post trip inspection.

• Clean truck inspection.

• Inspect/clean transmission daily.

• Damage to vehicle.

• Fluid spill/leak prevention.

10

Skill

• Employee has to service “x” number of

containers per hour.

• Employee has to service 100% of

assigned living units without a

confirmed collection miss.

• Staff complaints (phone, email or

customer correspondence)

• Employee must not have any

chargeable accidents.

11

AVL Reporting

Prod Productive work

12

Performance Standards

Report Card

13

Accident Reduction

5.6 5.7

7.4 8.1

6.2

4.4

3.3 4.1 3.9

2.8

0.75 0.75 0.65 0.89

0.0

1.0

2.0

3.0

4.0

5.0

6.0

7.0

8.0

9.0

Nu

mb

er

of

Ac

cid

en

t C

laim

s

Year

Accidents Per 100,000 Miles

14

Leadership and Integrity

• Management demonstrate (CARE):

– Consistency, Accountability, Responsibility

and Empowerment

• Management demonstrates appreciation

for the value of diversity.

• Management demonstrates leadership

and adherence to core values by holding

employees accountable to performance

standards.

•

15

Using Performance Measures to

Boost Productivity

Public Works Department

2013

Tony Miano

Assistant Director (acting)

SWEO Job Duties

Serves internal and external customers, Contributes to team spirit,

Learn, Change and Improves, Devotes effort towards achieving quality results,

Values and respects diversity.

1. Maintain an acceptable attendance record per A.R. 2.30. 2. Comply with City Ethics standards. 3. Follow Citywide, Department, Division standards, policies and procedures. 4. Maintain an acceptable driving record per A. R. 2.96 and comply with all provisions. 5. Protect City assets in your control and report any equipment or process failures. 6. Submit all required paperwork accurately and timely (i.e. Leave slips, daily logs, work orders, etc.) 7. Maintain professional appearance. 8. Complete other duties as assigned. 9. Maintain equipment in a clean manner.

10. Perform proper Pre and Post trip inspection in accordance with CDL regulations.

11. Operate all equipment in safe manner and have zero chargeable accidents.

12. Operate side loading packer truck efficiently in both alley and street collection.

13. Operate front-end loader with bucket efficiently in both alley and street collection.

14. Collect assigned routes in numeric order as indicated on route maps.

15. Drive loaded solid waste vehicle to designated dumpsite, empty vehicle and return to work site in the allotted

time assigned, utilizing the most effective route.

16. Conduct circle of safety inspection after dumping each load, prior to leaving the dumpsite.

17. Comply with departmental route completion policy.

18. Maintain quality customer service. Minimize potential complaints by documenting and informing assigned foreman of all collection (i.e. misrouted blocks, unserviceable locations, etc).

19. Maintain acceptable customer service complaint record. It should not exceed 40 reported incidents (i.e.

property damage, missed service, staff complaints, etc.)

20. Utilize two-way radio in a professional manner in accordance with FCC regulations. Limit transmissions to operational issues.

21. When working rear loader/bulk trash - utilize shuttle drivers / trucks to maximize productivity, streamline

operations. Shuttle Drivers dump at least 5 loads per day.

22. When working rear loader/bulk trash - collect 25% of area or 15 tons (Memorial Day - Labor Day) or 18 tons (Labor Day - Memorial Day) of your assigned routes daily.

23. When working side rail recycling collection collect 100% of living units assigned to your route each day.

(Drive by a minimum of XXX livings units per hour collection at a 70% put out rate)

24. When working side rail garbage – collect a XXX containers per hour assigned to your route each day assigned to you. (A2101= XXX containers per hour, A3101=XXX container per hour)

25. Comply with the overweight guidelines for your assigned vehicle on a daily basis.

26. Have weekly meetings with the specialist in your area to ensure that all problems or concerns are addressed

and communicated on digital log.

Divisional Leave No Trace Audits - 2013

Region Service Area Total Audits Spi

llsC

onta

iner

s D

own

Lids

Ope

n C

NR'

sTr

imm

ing

Tire

Mar

ks

Tota

l

Comments/Follow up

Union Hills

North C 0

North I 0

North J 0

East D 0

East E 0

East F 0

West A 0

West B 0

South G 0

South H 0

Salt River

Union Hills

Okemah

Glenrosa

Report Card

Date Route# Truck# OperatorStandard On-Route

Time

Standard Route

Mileage

Standard Containers Per Hour

Operator On-Route

Time

Operator Mileage

Operator Containers Per Hour

Operator Tons Per Segment

Performance Percentage

0.00 0 0.00 0 0.00 0 0.00 0 0.00 0

0.00 0.00 0.00 0.00 0.00 0

0.00 0 0.00 0 0.00 0 0.00 0

0.00 0.00 0.00 0.00 0.00 0

0.00 0 0.00 0 0.00 0 0.00 0

0.00 0.00 0.00 0.00 0.00 0 0.00 0 0.00 0 0.00 0 0.00 0

0.00 0.00 0.00 0.00 0.00 0 0.00 0 0.00 0 0.00 0 0.00 0

0.00 0.00 0.00 0.00

Totals

Comments

0.00 0%

Totals

0.00 0%

Totals

0.00 0%

Totals

0.00 0%

0%

0.00 0%

Totals

Average for Rating Period of 5 days 0.00 0.00 0.00 0.00 0.00