HomeMy WebLinkAbout(3) SOLID WASTE RECORD KEEPINGMemo
To: Steve Fitzgibbons, City Manager
From: Leslie E. McMahen, P.E., Director of Public Works
Date: 02/26/02
Re: Report on Solid Wasa Record Keeping and Billing Procedures, and
Commercial Container Routes Survey
The Solid Waste Division of the Public Works Department has recently made changes in our
record keeping and billing procedures to ensure that the maximum revenue is being
collected for the residential garbage and commercial container services that we provide to
the citizens and businesses of Port Arthur. We have also completed a survey of our
commercial container mutes.
All homes for which water accounts exist am being charged $15.25 per month for one (1)
garbage pick-up per week using one (1) Toter container. As additional Toters am requested
by residents, a $2.00 charge per additional Toter is to be applied to the water account bill.
We have developed a new form (see Exhibit "A") to track the delivery, change out or pick-up
of Toters for residential accounts, which is much more complete than our old form. The new
form is used by our delivery person to document the changes with as much information as is
appropriate. After this form is turned in to the Solid Waste office, a letter (see Exhibit "B") is
sent to the resident to advise of the change, either up or down, in the charges for the
residential Toter service. A copy of the letter, which has been used for some time now, is
now being sent to the Utility Billing Manager (rather than just to the billing office) to ensure
that changes in billing am entered into the system.
Businesses in the city are furnished commercial refuse collection services by the City
through the use of 2, 4, 8 or 10 cubic yard refuse containers, or multiple Toters depending
on the volume of refuse generated. The code of ordinances contain rates for vadous pick-
up frequendes for the different size commercial containers, and the multiple Toters for
commercial service are priced in the same way as those for residential service.
· Page I
We have developed an instruction sheet (see Exhibit "C") that established how changes in
commercial container service ere to be reported, considered and ordered. This process is
one for which the least control existed, so we tightened up the whole process such that it
involves evenjone in the organization who deals with commercial collection. We also
developed a new form (see E~ibit "D") similer to the one for Toter service to track the
delivery, change out or pick-up of commercial containers for commercial accounts. The new
form is used by our delivery person to document the changes with as much information as is
appropriate. After this form is turned in to lhe Solid Waste office, a letter (see Exhibit "E") is
sent to the business to advise them of the change, either up or down, in the charges for
commercial container sen/ice. A copy of this letter, which has also been used for some time
now, is also sent directly to the Utility Billing Manager for proper entry of charges into the
system.
The Solid Waste Division has recently completed a comprehensive survey of the four (4)
commercial container service routes, this being the first complete survey in about ten (10)
years. At the present time, we have 432 commercial customer accounts with 693 containers
or Toters. This survey was accomplished by having Yulander Simpson, an Equipment
Operator I, follow each of the commercial route ddvers on their routes for the purpose of
recording business name, address, size and number of containers, and number of pick-ups
per week. Ms. Simpson than used this information to develop cha~ts for each route, to
which she added the amount being charged to the account at this time and the amount that
the account should be charged based on the cun'ent service being provided.
We found that 156 accounts will have their service charges incmaea, 51 accounts will have
their service charges decrease and 225 accounts will remain the same. The increases vary
from $2.00 per month to $388.00 per month whereas the decreases vary from $2.00 per
month to $411.00 per month. The discrepandes we have found in the amount being billed
versus the service being provided could be rooted in both the lack of good process records
and the dependence on others to get changes in charges entered into the system.
We have developed two letters that will be sent to customers that have overcharges (see
Exhibit "F") or undercharges (see Exhibit "G"), ~ of which will explain how each situation
will be addressed. Those with overcharges will be credited for not more than six (6) months
of service at the overcharge rate and have their new rate established at what it should be on
future bills. Those with undercharges will have their rate adjusted to what it should be on
future bills, and will be given the opportunity to adjust their service in order to reduce their
commercial collection bill.
Based on the survey results, and assuming there are no further adjustments in the monthly
rates, the amount of service charge increases is $133,266 per year, the amount of service
· Page2
charge decreases is $38,280 per year, for a net increase in revenue of $94,986 per year in
the Commercial Collection budget. The six (6)-month credit to these accounts with
overcharges is $19,143.
We have found the following elements to be important in maintaining the Solid Waste
income at its highest level:
A better method of tracking changes in service -
Accomplished with the use of Exhibits "A', "C", and "D";
Effective communica§on with the customers -
Accomplished with the use of Exhibits "B' and "E";
Effective communication with the people who enter the
charges into the billing system -
Accomplished with the use of Exhibits "B" and "E";
The need to at least spot-check residential and commercial
collection accounts from time to time to ensure that changes
in account billings sent to the Utility Billing office are being
made;
The need to conduct mom frequent surveys, such as every
five years, to verify the accuracy of the account billings as
they have changed through the use of our new procedures;
and,
The need to have better communication with the Utility Billing
office as it relates to water accounts that are being opened or
closed in order that we can be aware of changes we may
need to make in our service regimen.
Once the City Council has been apprised of this matter, we plan to start mailing out letters to
those accounts that have overcharges, and we will personally contact any of the customers
who have had significant overcharges on their accounts. We will then follow up with letters
to those accounts that have undercharges, and will also personally contact the customers to
discuss the reasons why their billing will ge up and offer them ways to reduce their cost.
I will be happy to discuss this matter with you in greater detail, including bringing in all of the
people who have played a part in getting the commercial service billing to become reflective
of the service being provided.
xc: Dan Shepherd, Director o~ Utility OpemtJons
® Page 3
PUBLIC WORKS DEPARTMENT
SOLID WASTE DIVISION
TOTER DELIVERY/REMOVAL RECORD
EXHIBIT "A"
DATE:
NAME:
ADDRESS:
PHONE NO.:
ACCOUNTNO.
SERIAL NUMBER(S) OF TOTER(S) ASSIGNED TO LOCATION:
REASON FOR DELIVERY/REMOVAL OF TOTER(S):
1[] ADDITIONAL 2~--] NEW RESIDENT
4[] STOLEN 5[] SERVICE STOPPED
3~] DAMAGE/SIZE CHANGEOUT
6[] UPGRADED TO CONTAINER SERVICE
SIZE REQUESTED (for 1, 2, 3, or 4 above): r--] 64 gal
[] 96 gal
By:
(Section above to be completed by Office Personnel)
(Section below to be completed by delivery person)
SERIAL NUMBERS OF TOTER(S) DELIVERED:
SERIAL NUMBERS OF TOTER(S) REPLACED/STOLEN/REMOVED:
(circle one)
DATE DELIVERED/REMOVED:
By:
bmm:c:\excel\forms\Garbage\ToterDeliveryRemovalRecord
OSCAR G. ORTIZ, MAYOR
FELIX A. BARKER, MAYOR PRO-TEM
COUNCIL MEMBERS:
CRAIG HANNAH
THOMAS J. HENDERSON
TOM GILLAM, III
REV. RONNIE UNDEN
BOB BOWERS
ROSE MITCHELL CHAISSON
ROBERT E. ALLEN
C~ty of
Texas
February 25, 2002
EXHIBIT "B"
STEPHEN FITZGIBBONS
CITY MANAGER
CAROLYN DIXON
CITY SECRETARY
MARK T. SOKOLOW
CITY ATTORNEY
Name of Resident
Address
City, State, Zip Code
RE: Account No.
Please be advised that we are hereby authorizing the Utility Operations Department to adjust
your garbage service rates based on the additional services requested by you:
Current Charge of $ per month for:
__ 96 gal. Toter; Serial No.
__ 64 gal. Toter; Serial No.
Additional service @ $2.00 per month for each Toter listed below:
__ 96 gal. Toter; Serial No.
__ 64 gal. Toter; Serial No.
Effective next billing, your charges will be $ per month. This is in accordance with the
City Ordinance covering rates for services provided to you as listed above.
If additional information is required, please contact Sherold Alpough, the City agent for the
Public Works' Solid Waste Division (Residential Garbage).
Yours truly,
LEM:GWR:bmm
cc:Utility Administration - Bob Krueger
Public Works' Solid Waste Division
Leslie E. McMahen, P.E.
Director of Public Works
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P.O. BOX 1089 · PORT ARTHUR, TEXAS 77641-1089 · 409/983-8115 ° FAX 409/983-8291
EXHIBIT "C"
PROCESS FOR CHANGES
TO CONTAINER SERVICE
Customer requests change in container service scheme
To route driver
Containers changed/removed
as directed
Request assessed by Aisistant Superintendent
New service scheme is determined
by Assistant Superintendent
ITo Assistant Superintendent
t
Driver informed of new
service scheme
Assistant Superintendent
issues notice of new
service scheme
Customer and
Water Billing advised of
new rate/date
bmm:\c:\excel\forms\ContainerstProcessForChangeToCntnrSrvc
PUBLIC WORKS DEPARTMENT
SOLID WASTE DIVISION
CONTAINER SERVICE/DELIVERY/REMOVAL RECORD
EXHIBIT "D"
DATE:
NAME:
ADDRESS:
PHONENO.:
ACCOUNTNO.
SIZE/NUMBER/SERVICE OF CONTAINER(S)ASSIGNED TO LOCATION:
EXISTING PICK-UPS PER WEEK i~1 [] 2 ~13 i~1 4
NEW PICK-UPS PER WEEK ]---]1 [~2 ~]3 ~] 4
2 cy
8 cy
__ 4cy
10 cy
REASON FOR DELIVERY/REMOVAL OF CONTAINER(S):
[] ADDITIONAL: __ 2 cy __4 cy
8 cy 10 cy
E~SIZE CHANGEOUT:
NO.
2 cy to
4 cy to
8 cy to
10 cy to
SIZE
cy
cy
cy
cy
[] NEW SERVICE: __2cy __4cy
8 cy __ 10 cy
PICK-UPS PER WEEK ~ 1 ~-] 2 r~ 3
[--14 [--15
[]DAMAGE:
2 cy 4 cy
8 cy 10 cy
(Section above to be completed by Office Personnel)
SERVICE STOPPED
DOWNGRADE TO TOTER SERVICE
By:
(Section below to be completed by delivery person)
SIZE(S) OF CONTAINER(S) DELIVERED:
SIZE(S) OF CONTAINER)S) REMOVED:
__2 cy __4 cy
8 cy 10 cy
2 cy 4 cy
8 cy 10 cy
DATE DELIVERED/REMOVED: By:
bmm:c:\excel\forms\Container~CntnrDeliveryRemovalRecord
OSCAR G. ORTIZ, MAYOR
FELIX A. BARKER, MAYOR PRO-TEM
COUNCIL MEMBERS:
CRAIG HANNAH
THOMAS J. HENDERSON
TOM GiLLAM, III
REV. RONNIE LINDEN
BOB BOWERS
ROSE MITCHELL CRAISSON
ROBERT E. ALLEN
Texas
EXHIBIT "E"
STEPHEN FITZGIBBONS
CITY MANAGER
CAROLYN DIXON
CITY SECRETARY
MARK T. SOKOLOW
CITY ATTORNEY
Febmary25,2002
Name of Business
Address
City, State Zip Code
RE: COMMERCIAL REFUSE SERVICE
Account No.
Please be advised that we are hereby authorizing the Utility Operations Department to adjust your commercial
refuse service rates in accordance with the City Ordinance covering current rates for services provided to you.
PRESENT SERVICE:
Container System:
Current Charges
Toter System:
Current Charges
NEW SERVICE:
Container System:
Proposed Charges
Toter System:
Proposed Charges
$ per month for
__ pickup(s) per week
$.__ per month for
__ pickup(s) per week
per month for
pickup(s) per week
cy container(s) for
__ gallon toter(s) for
cy container(s) for
$ per month for __ gal. Toter(s) for
__ pickup(s) per week.
Charges for new service will be effective on your next billing.
Comments:
If additional information is required, please call the City Agent for the Public Works' Solid Waste Division, Felton Rubin, at
983-8522.
Yours truly,
LEM:GWR:bmm
cc:Utility Administration - Bob Krueger
Public Works' Solid Waste Division
Leslie E. McMahen, P.E.
Director of Public Works
bmm:\c:\winword\02 solwas\letters\cntnrblg\blnkform2
RO. BOX 1089 · PORT ARTHUR, TEXAS 77641-1089 · 409/983-8115 ° FAX 409/983-8291
EXHIBIT "F"
OSCAR G. ORTIZ, MAYOR
FELIX A. BARKER, MAYOR PRO-TEM
COUNCIL MEMBERS:
CRAIG HANNAH
THOMAS J. HENDERSON
TOM GILLAM, III
REV. RONNIE LINDEN
BOB BOWERS
ROSE MITCHELL CHAISSON
ROBERT E. ALLEN
City of
Texas
STEPHEN FITZGiBBONS
CiTY MANAGER
CAROLYN DIXON
CITY SECRETARY
MARK T. SOKOLOW
CITY A]q'ORNEY
February 25, 2002
Customer Name
Address
City, State Zip
Dear Customer:
The City of Port Arthur' s Public Works Department - Solid Waste Division has recently completed a
survey of our commercial container accounts, and we have determined that your account for service at
needs to be adjusted to bring your billing in line with the service
provided.
Currently your account shows that you are being billed for:
QUANTITY SIZE CONTAINER SERVICES PER WEEK COST
Our survey indicates that you are currently receiving service with:
QUANTITY SIZE CONTAINER SERVICES PER WEEK
COST
TOTAL $.__
Once we adjust your account, the cost of your service will go from $ per month to $.
per month and this adjustment will appear on your water bill from the City. A reduction in this increase
could be realized by a reduction in the number of containers, size of containers, or number of pickups
per week if the volume of your commercial refuse would allow such options as determined by you and
the City.
Please call the Solid Waste Division' s office at (409) 983-8522 should you have any questions or
require additional information in this regard.
Yours truly,
Leslie E. McMahen, P.E.
Director of Public Works
LEM:GWR:bmm
cc:Utility Administration - Bob Krueger
Public Works Solid Waste bmm:c:winword~Administration\OontainerToterCredit\Blank
R0. BOX 1089 · PORT ARTHUR, TEXAS 77641-1089 · 409/983-8115 · FAX 409/983-8291
EXHIBIT "G'
OSCAR G. ORTIZ, MAYOR
FELIX A. BARKER, MAYOR PRO-TEM
COUNCIL MEMBERS:
CRAIG HANNAH
THOMAS J. HENDERSON
TOM GILLAM, III
REM RONNIE LINDEN
BOB BOWERS
ROSE MITCHELL CHAISSON
ROBERT E. ALLEN
C~ty of
Texas
STEPHEN FITZGIBBONS
CITY MANAGER
CAROLYN DIXON
CITY SECRETARY
MARK T. SOKOLOW
CITY ATTORNEY
February 25, 2002
Customer
Address
City, State Zip Code
Dear Customer;
The City of Port Arthur' s Public Works Department - Solid Waste Division has recently completed a
survey of our commercial container accounts, and we have determined that your account for service at
needs to be adjusted to bring your billing in line with the service
provided.
Currently your account shows that you are being billed for:
QUANTITY SIZE CONTAINER SERVICES PER WEEK COST
Our survey indicates that you are currently receiving service with:
QUANTITY SIZE CONTAINER SERVICES PER WEEK
COST
TOTAL $.__
Once we adjust your account, the cost of your service will go from $__ per month to $.
per month. It is unknown over what period of time that your account has been overcharged, but by
ordinance we can only credit your account for up to six (6) months of service at the rate at which we
overcharged you. Our determination is that you will be credited for __ months at the rate of $__
for a total credit of $ which will appear on your water bill from the City.
Please call the Solid Waste Division' s office at (409) 983-8522 should you have any questions or
require additional information in this regard.
Yours truly,
LEM:GWR:bmm
cc:Utility Administration - Bob Krueger
Public Works Solid Waste
Leslie E. McMahen, P.E.
Director of Public Works
bmm:\c:winword~Ad ministration\Blank-2
RO. BOX 1089 · PORT ARTHUR, TEXAS 77641-1089 · 409/983-8115 · FAX 409/983-8291