HomeMy WebLinkAbout26-0019 - 2026-01-27 - Informal ReportINFORMAL REPORT TO CITY COUNCIL MEMBERS
No. 26-0019
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To the Mayor and Members of the City Council
January 27, 2026
Page 1 of 1
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. As of January 1,
2026, there are approximately 267,715 residential accounts serviced by Waste Management
(WM). WM typically schedules 126 routes daily across all four lines of service: garbage, recycling,
yard waste, and bulk waste. This equates to more than 3.5 million collection attempts per month
in Fort Worth.
Customer Service Strategies
Exceptional customer service remains a top priority for the Environmental Services Department
and its contractors. Environmental Services and WM staff continue to engage in daily conference
calls to review each day's operational progress and to report on daily service levels, each
morning and evening. Environmental Services has also deployed a field solutions team model
with eight (8) existing City staff members based across four drop-off stations to support rapid
response times and to assist with resolving customer issues quickly when they arise.
Performance Metrics
Environmental Services and WM measure performance with three key metrics on an online
dashboard:
1. Incomplete Routes
2. Missed Collections
3. Solid Waste Service Requests to the 311 Fort Worth Contact Center
The metrics dashboard can be viewed here: https://www.fortworthtexas.gov/env. The table below
presents key metrics from June 1 — December 31, 2025 by month and with monthly averages.
Data indicate continued improvement to service levels with fewer missed collections and fewer
service request calls to the Fort Worth 311 Contact Center.
Table 1: Solid Waste Collections Metrics from June 1 2025 to December 31, 2025
WM Dashboard KPIs
June
July
Aug.
Sept.
Oct.
Nov.
Dec.
Monthly
2025
2025
2025
2025
2025
2025
2025
Average
% of Routes Completed
98%
97%
98%
97%
99%
97%
99%
98%
On -Time
Missed Collections
4,587
4,813
5,259
5,638
4,409
2,735
2,471
4,273
Calls to 311 Contact
5,298
5,641
5,381
6,245
4,494
4,360
3,545
4,995
Center
Table 1 presents solid waste collections metrics from June
1, 2025 to December 31, 2025.
For questions regarding the information in this report, please contact Cody Whittenburg,
Environmental Services Director, at: (817) 392-5455.
Jesus "Jay" Chapa
City Manager
ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS