Agenda Item No by nikeborome


									                                                   Agenda Item No: 9
                                                   23rd November 2009

To the Chair and Members of the



1.   The purpose of this briefing report is to inform Scrutiny Panel Members
     of the recent changes to refuse and recycling collection services.


2.   It is recommended that the report is noted.


3.   On the 1st September 2008 members of the SSSC Overview and
     Scrutiny Panel and the Economy and Enterprise Scrutiny Panel
     received a report on the future changes of Waste Management
     Services and the proposed Waste Management Strategy for

4.   The new Waste & Recycle Collection Service Contract was tendered
     with a number of service changes, in line with Doncaster’s new Waste
     Management Strategy, and also taking into consideration the service
     changes delivered over the last few years. These notably are the
     return of street cleansing & gully emptying services to in house service

5.   The changes were removal of the gully emptying service (this is now
     provided in house), removal of all aspects of street cleansing services
     (this is now provided in house) and the change from collecting
     cardboard in the green bins to the green box service.

6.   In addition the re tendering of this contract provided an opportunity to
     obtain pertinent commercial information around the provision of new
     services and the affordability of introducing these services to the

7.   The bidders were asked to provide costs for providing collections on
     Bank Holidays (except Christmas Day, Boxing Day and New Years
     Day), one off large collections of green waste and a route management
8.    The new route management system has been implemented and is
      already enabling more calls to be answered accurately and at the first
      point of contact.

9.    Prior to letting this contract the service was provided by three different
      companies. After considering all the options it was determined that
      letting a single integrated contract would be the best way forward.

10.   There was an opportunity to gain efficiency savings from rationalisation
      of services and financial savings by avoiding duplication of resources.
      The larger companies have considerable purchasing power, which is
      able to reduce cost that can be passed on and is advantageous to the
      Client. The added flexibility from shared resource e.g. a lot of down
      time during winter months on green waste for both plant and labour
      can be better utilised as well as the considerable reduction in carbon
      footprint from rationalisation of transport.

11.   Managing one contract is resource efficient for the Client function,
      reducing the need for duplication and further keeping costs down.
      There is less risk from changing legislation as the one contractor can
      adapt at minimal cost due to all resources being together and there
      being greater opportunity for innovation. The scheduling of collections
      can be better co-ordinated with the opportunity to ensure same day
      collection for all fractions.

12.   The result of letting one integrated contract was the need to change
      approximately 50% of the routes to make them more efficient.

Communication with the public

13.   This is the biggest single factor and it is acknowledged that lessons
      need to be learnt from this.

14.   The information leaflets looked exactly like our normal annual calendar
      particularly in the way it was folded. When you open the leaflet you
      see our usual text about how well we are recycling and the portion of
      calendar relating to April to September 2010 so residents have just
      taken it to be their normal calendar.

15.   In addition the old calendar is still “live” i.e. up to the end of October
      2009 and many residents have continued with the old calendar thinking
      that it overlaps with the new calendar. We should have stated that from
      the 5th October residents should ignore previous calendar and use the
      new one.

16.   Whilst the front page stated important changes to collections it also
      referred to the calendar. The “cut out and keep” statement also
      contributed to the impression that this was just a replacement calendar.

17.   The leaflet said that cardboard should be placed in boxes from October
      and not specifically the 5th October and so residents started putting
      cardboard in their boxes from the 1st October and DCRP and DAWN
      didn’t collect it which resulted in a number of complaints.
18.   The leaflet also did not highlight the fact that collections may have
      swapped week i.e. moved from a green week to a black week. This
      message needed to be emphasised and because it was not has
      resulted in most of the confusion for residents.

19.   The leaflets did not strongly enough emphasis that residents should
      present their containers at 7:30am because the time of their collection
      may have changed. Many residents presented their containers at their
      usual collection time after the crews had made collections.

20.   There were three main areas where crews distributed the wrong
      calendars. These were Thorne, Moorends and Dunscroft. These areas
      were identified in the first week, rectified and residents have received
      correct calendars and collections.

21.   There have been a number of small pockets where rounds abut that
      have received the wrong calendar. These areas where the new rounds
      meet have caused the most difficulties with residents in these areas.

22.   The biggest problem that we have experienced, particularly in the
      urban area (Balby especially), is that residents have not believed the
      information on the calendar and could not understand that they could
      have a change of week but the street next to them has remained the
      same and so have continued to use the old calendar.

Green Boxes

23.   Glass bottles and jars, cans and tins, newspapers and magazines,
      textiles, shoes, printer cartridges, plastic bottles, printer cartridges and
      cardboard (including corrugated cardboard) can be placed either in the
      green box or bags provided.

24.   Some elderly residents have expressed concern about their ability to
      flatten cardboard boxes. The request to flatten cardboard boxes is
      advisory only and “unflattened” boxes will be collected.

25.   There has been a huge demand for additional green boxes. These
      requests were coming in from the time we delivered the calendars i.e.
      2/3 weeks before the new contract started. SITA have, therefore, had
      to deliver the backlog of requests and the current requests. Customers
      have been told that due to high demand deliveries would not be next
      day and in the main are happy with this.

Assistance with Collections

26.   Residents that are physically unable to present their containers for
      collection receive an assisted collection service. The refuse collection
      operative collects the container from the residents’ property and
      returns it without the need for the resident to present it at the boundary
      of their property.

27.   Report to the Chair and Members of the SSSC Overview and Scrutiny
      Panel and Economy and Enterprise Scrutiny Panel – 1st September

28.   Doncaster’s Waste Management Strategy


Jane Butler, Resource Recovery Manager
    01302 734923 Email: 

                            Jane Miller
             Director Neighbourhoods and Communities

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