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Home My WebLink AboutIR 25-0090INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 25-0090 ypAT& jpe. �i rFrn 10 7'3 To the Mayor and Members of the City Council August 5, 2025 Page 1 of 5 SUBJECT: WASTE MANAGEMENT SERVICE LEVELS FOR RESIDENTIAL SOLID WASTE COLLECTION The purpose of this informal report is to provide an update on service levels for residential solid waste collections, which include garbage, recycling, yard waste, and bulk waste. Background In 2002, the City of Fort Worth transitioned solid waste collection services from City -operated crews to a third -party contract provider system. WM (Waste Management) is the current contract provider. The current contract with WM, City Secretary Contract No. 28358, is valid through March 31, 2033. As of July 1, 2025, there are approximately 263,700 residential accounts serviced by WM in Fort Worth. WM typically schedules 126 routes daily across the four lines of service: garbage, recycling, yard waste, and bulk waste. Table 1 shows the number of residential collection routes, by weekday, to be completed by WM. Table 1: Number of Scheduled Residential Collection Routes by Weekday WM Residential Routes Garbage Recycling Yard Bulk Total Monday 45 39 22 18 124 Tuesday 46 40 22 18 126 Wednesday 46 40 22 18 126 Thursday 46 _ 40 22 18 126 Friday 46 40 22 18 126 TOTAL PER WEEK 229 I 199 110 90 I 628 TOTAL PER MONTH 916 796 440 360 2,512 Table 1 shows the number of residential collection routes scheduled by WM for each weekday. Continued Focus on Customer Service Exceptional customer service remains a top priority for the Environmental Services Department and its contractors. City staff and WM are committed to providing residents with consistent, high - quality service. In recent months, WM equipment challenges have created some service level issues that have resulted in incomplete routes and missed collections for residential customers. WM is assessing existing route sizes and seeks to add routes accordingly to better support service levels and rapid city growth. The goal is to maintain a network of routes that can be completed on a consistent basis within contract requirements. Environmental Services and WM staff continue to engage in daily conference calls to review each day's operational progress. Each evening, staff receive a report of any incomplete routes for the day to support communications to residents. Environmental Services has also added a Customer Solutions Analyst to the Solid Waste Division to focus on delivering exceptional customer service, working closely with WM operations, and supporting City field staff in resolving complex challenges. ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 25-0090 To the Mayor and Members of the City Council August 5, 2025 Page 2 of 5 SUBJECT: WASTE MANAGEMENT SERVICE LEVELS FOR RESIDENTIAL SOLID WASTE COLLECTION Residential Collections Performance Metrics and Management The Environmental Services Department measures service level and performance with three key performance metrics to support residential solid waste collections: 1. Incomplete Routes 2. Reported Missed Collections 3. Solid Waste Service Requests to the 311 Fort Worth Contact Center Environmental Services staff, with support from WM, have launched a public -facing dashboard to report on these metrics. An overall performance letter grade is assigned monthly. Figure 1 shows the Solid Waste Residential Collection Dashboard with data from January 2025 through June 2025. To access the Solid Waste Key Metrics section of the dashboard, residents can visit the Environmental Services Department home page on the City of Fort Worth website. Once the dashboard is open, residents can select the Solid Waste tab at the bottom. Figure 1: Solid Waste Residential Collection Dashboard (January 2025 — June 2025) Solid Waste Kev Metrics (FY 2025 Year-to-Datel rLast -pd -" - t updattedcdon July 7, 2025 Solid Waste Services provides residents with garbage, recycling, bulk and yard waste curbside collections. Additional waste reduction services include the Drop -Off Stations, Environmental Collection Center, food composting, paper shredding. Styrofoam collection and litter programs. The Environmental Collection Center (ECC) The Environmental Collection Center ([CC) is open to Fort Worth residents and participating cities. If your area does not participate, call your local officials let them know that you want your area to become involved in the WM REPORT CARD Year -to -Date Average F71 Grade�� Average Grade Last El Month 'Average grade is the daily score calculated across the month. Monthly Metrics Letter Grade Actual Misses Calls to 311 Contact Center Incomplete Routes Line of Service A- 5bo 699 13 Recycling B 2398 2166 0 Bulk B 355 489 4 Yard C 1274 1944 22 Garbage I 263,382 Total Residential Households Fort Worth I Drop-ott Station Visits 400K 300792 300K 200K 100K OK 305514 3095m M M 1.3 2022 2023 Households Hazardous Waste 2359249 2049088 19EE310 e 2M 1366566 c 1M OM 2024 2025 21SM33 1859552. ■ 2021 2022 2"_ Figure 1 shows key solid waste residential collections metrics for Q1 and Q2 of FY25 (January 2025 - June 2025). ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 25-0090 To the Mayor and Members of the City Council August 5, 2025 Page 3 of 5 �i {i7 Y *a SUBJECT: WASTE MANAGEMENT SERVICE LEVELS FOR RESIDENTIAL rrn SOLID WASTE COLLECTION Table 2: Incomplete Routes by Line of Service (Dec. 2024 — June 2025) Incomplete Routes by Line of Service (December 2024 — June 2025) 80 71 60 54 40 40 35 31 32 33 22 22 20 13 17 9 8 17 11 12 13 0 �0 II?0 .00 1 �.I3 0 0 December January February March April May June ■ Garbage ■ Recycling ■ Yard Waste Iulk Waste Table 2 shows the monthly incomplete routes by line of service between December 1, 2024, and June 30, 2025. An incomplete route is any route that is not completed on the day it is scheduled to be completed. For bulk routes, it is any route that is not completed within the week it is scheduled to be completed. The monthly average suggests that 97% of scheduled routes are completed on time. Equipment repairs and right -sizing routes will continue to assist with improving route completions on time. ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 25-0090 To the Mayor and Members of the City Council August 5, 2025 Page 4 of 5 �i {i7 Y *a SUBJECT: WASTE MANAGEMENT SERVICE LEVELS FOR RESIDENTIAL rrn SOLID WASTE COLLECTION Table 3: Reported Missed Collections by Line of Service (Dec. 2024 — June 2025) Reported Missed Collections by Line of Service (December 2024 — June 2025 3,000 2,599 21500 2,368 2,341 2,398 1,998 2,013 1,966 21,000 1,702 1,682 1,571 1,530 11500 1157 1,252 1,274 1,000 879 854 946 599 587 625 560 500 488 174 448 443 355 0 2� 110 1 1 06 December January February March April May Jun v Garbage % Recycling I Yard Waste sulk Waste Table 3 shows the monthly missed collections reported to the 311 Fort Worth Contact Center between December 1, 2024, and June 30, 2025. A missed collection for garbage, recycling, or yard waste is reported within 24 hours of the day it is scheduled to be completed. For bulk routes, it is reported within 24 hours of the end of the week it is scheduled to be completed. The monthly average is currently 4,741 missed collections per month. Since missed collections directly correlate with incomplete routes, equipment repairs and right -sizing will help reduce missed collections and related reports. ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 25-0090 To the Mayor and Members of the City Council August 5, 2025 Page 5 of 5 �i {i7 Y *a SUBJECT: WASTE MANAGEMENT SERVICE LEVELS FOR RESIDENTIAL rrn SOLID WASTE COLLECTION Table 4: Solid Waste Service Requests to 311 Contact Center (Dec 2024 — June 2025) Solid Waste Service Requests to City of Fort 311 Contact Center (December 2024 — June 2025) 3,000 2,753 2,500 2 2,199 487 2,556 2,542 2,148 2,056 2,166 2,000 1,937 1,944 1,530 1,500 13731,234 1,253 1055 1,131 025 1,000 92 811 621 71611 28 99 89 500 12111 124,1 2 0 1 December January February March April May June ■ Garbage NRecycling ■ Yard Waste ■ Bulk Waste Table 4 shows monthly service requests to the 311 Fort Worth Contact Center between December 1, 2024, and June 30, 2025. Requests for services can vary, but the majority of solid waste calls relate to missed collections. The monthly average is currently 5,350 service requests per month. Reporting Service Level Issues Reporting missed collections and related issues to the 311 Fort Worth Contact Center is the most efficient method to resolve issues. Missed collections for garbage, recycling, and yard waste must be reported within 24 hours after the scheduled collection day. For example, missed collections on Monday must be reported by 6:00 p.m. on Tuesday. Download the Fort Worth Garbage & Recycling app on your smartphone for notifications and to view your collection schedule. Also, download the MyFW app on your smartphone, and contact the 311 Fort Worth Contact Center to report solid waste service issues: • Use the MyFW Am). • Call (817) 392-1234 or text HELLO to 817-835-MYFW (6939) • Email 311(a)fortworthtexas.gov, or chat online For questions regarding the information in this report, please contact Jim Keezell, Assistant Environmental Services Director, at (817) 392-5153. Jesus "Jay" Chapa City Manager ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS