BJ Tipton & Amy Preble

1. Solid Waste Management and Recycling Service Contracts: Performance Management and Lessons Learned BJ Tipton & Amy Preble

2. Table of Contents • Overview of our services and history • Why we contract the services we do • What goes into a good contract • Lessons learned • Bid preparation • Accountability • Customer service • Compensation and billing accuracy • Next steps: Where do we go from here? University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

3. UNC Office of Waste Reduction and Recycling Services and History Then: • Student and volunteer initiated program--1989 • 1 employee • 1 contractor • Initial purchase of 155 bins • Materials collected: • Glass • Aluminum • White paper • Newspaper University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

4. UNC Office of Waste Reduction and Recycling Services and History Now: • Employees: 12 total • 6 separate contracts • Food waste composting • 5 locations • Indoor recycling • 240 buildings • 1,300 locations • 2,750 bins • Outdoor recycling • 100 outdoor sites • 529 carts • Trash and cardboard • 170 trash dumpsters • 130 cardboard dumpsters • 23 compactors • Walkway recycling • 47 sites University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

5. University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

6. UNC Office of Waste Reduction and Recycling Services and History • Services we contract: • Confidential paper shredding • Gaylords • Food waste and compost • Carts • Indoor recycling • Central containers • Outdoor recycling • Carts • Trash and cardboard collection • Dumpsters • Horizontal Compactors • Rolloff Containers • Major equipment repairs • Services we perform: • Cart washing • Compactor maintenance and repairs • Confidential paper • Education and outreach • Indoor recycling • Pallet pickups • Rolloff hauls (small) • Site cleanup • Special event set up University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

7. UNC Office of Waste Reduction and Recycling Services and History University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

8. UNC Office of Waste Reduction and Recycling Services and History University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

9. University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

10. UNC Office of Waste Reduction and Recycling Services and History University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

11. UNC Office of Waste Reduction and Recycling Services and History University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

12. Why we contract the services we do. • Early adopter…pilot program that has gone viral… • Easier to get money for contracts vs. • creating and adding positions • buying trucks • having space to process and store materials • Less direct day-to-day operations supervision needed, no experience directly marketing materials University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

13. What goes into a good contract? • College and University Recycling Coalition (CURC) www.curc3r.org • Recycling and Beyond: A College Campus Primer Chapter 17: Contracts (written by Christine von Kolnitz Cooley and Karyn Kaplan) • North Central Texas Council of Governments (NCTOG) Recycling Contract Negotiation Guidebook www.nctcog.org • South Carolina Collegiate Recycling Professionals • Certification Manual • Chapter 8: Contracts and Marketing University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

14. What goes into a good contract? North Central Texas Council of Governments (NCTOG) Recycling Contract Negotiation Guidebook, page 3 This Guidebook is organized into eight chapters, plus an introduction. The organization is summarized below. • Introduction • Chapter 1 – Recycling Contracting in North Central Texas • Chapter 2 – Engaging in the Competitive Procurement Process • Chapter 3 – Developing General Contract Provisions • Chapter 4 – Developing Collection Contract Provisions • Chapter 5 – Developing Processing Contract Provisions • Chapter 6 – Understanding the Financial Terms of Recycling Contracts • Chapter 7 – Managing Contract Administration • Chapter 8 – Resources and Reference Materials North Central Texas Council of Governments (NCTOG) Recycling Contract Negotiation Guidebook, page 3 www.nctcog.org University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

15. What goes into a good contract? North Central Texas Council of Governments (NCTOG) Recycling Contract Negotiation Guidebook, page 2-4 www.nctcog.org University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

16. What goes into a good contract? • Key parts of our contracts • Purchasing’s boilerplate language • Scope and services to be performed • Definitions of materials • Response time to requests/work orders • List of service locations and schedules • Creation of database (old sheets, “bin bible,” contractor control) • Anticipated volumes/tonnages • Priority buildings (don’t miss, noise, hard to access) • Site maintenance • Materials accepted and markets for them University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

17. What goes into a good contract? • Key parts of a contract (continued) • More expectations and parameters • Employee behavior and appearance • Equipment appearance and function • Health and safety considerations • Security considerations University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

18. What goes into a good contract? • Communication and contract administration • Reporting of stats/weights • Billing dates • Monthly meetings • Daily check-ins (indoor: phone, front load/rolloff: have one of contractor’s radios—instant communication) • Location and schedule changes • Contractor reporting of problems University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

19. What goes into a good contract? • Bid process • 2 part bid • Technical • Cost • How will pricing be structured? • Per building • Per ton (actual weights or estimates) • Per pickup • Per bin • Combinations University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

20. Lessons Learned • Bid Preparation • Have our own data • Have a mandatory site meeting (tour) • Be specific: of it’s not in there, it won’t happen • Detail on markets (harder to get info once in contractual relationship) • References (from similar businesses/entities) University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

21. Lessons Learned • Accountability • How much time are you willing to spend to supervise their crews? • Contractor supervise their own crews • Contract had to specifically state this expectation—contractors weren’t doing it • One contract—indoor—was having serious problems • Contractor chose to send someone to campus to inspect sites to see how work is performed University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

22. Lessons Learned • Accountability • Regular indoor site inspections • OWRR to hold contractor accountable • Performance standards which include monetary penalties—contract language • Examples of performance expectations (photos of bags, lids, etc.) University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

23. Lessons Learned University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

24. Lessons Learned University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

25. Lessons Learned University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

26. Lessons Learned University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

27. University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

28. University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

29. Lessons Learned • Location and scheduling lists • Keep location listings (database accuracy) • Keep their route info current • Contractor telling us if bins move or are missing • Us telling contractor if locations move or add • Coordinating schedule changes • Contractor carrying their sheets!  example University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

30. University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

31. Lessons Learned • Customer Service: • We want to communicate with our customers. We want the contractor to communicate with us—their customer. • When we get a call • Check database • See if site is on our list • When it’s due • Work order system • Sign off (really getting them done, not just signing them!) • Recording in our system • Email to customer University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

32. Lessons Learned • Compensation and Billing Accuracy • Base service fees • Processing fees • Revenue sharing • Contract fee adjustment * From the NCTOG Contracting Negotiation Guidebook, pages 1-10, 1-11 University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

33. Lessons Learned • Compensation and Billing Accuracy • How billing is structured • Per building • Per stop • Per container (dumpsters, bins, carts) • Per ton • Actual weights • Truck • Containers • Estimated weights University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

34. Lessons Learned • Pricing structure of our contracts • Animal Bedding • Per cart emptied • Food waste and composting • Per ton • Per site minimum tonnage • Frontload contract • We own the Dumpsters • Pay for each pickup • Pay actuallandfill fees • Indoor contract • Per ton • Would recommend a per building charge (but we have too many bldgs to manage that!) • Outdoor contract • Per site fee (max and min range of carts allowed) • Rolloff hauls • We own and maintain the compactors • Haul rate based on distance to destination • Actuallandfill fees University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

35. Lessons Learned • Compensation and Billing Accuracy • Contract Administrator needs to review and sign off on invoices • Accuracy, cost savings • Most businesses don’t do this • Diligence is a MUST • Actual weights vs. estimated (pay by ton) • Locations and schedule (by site or pickup) • Changes in service locations, frequency, buildings off-line or demolished • Holiday service reductions University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

36. Next Steps: Where do we go from here? • Single stream? • Cost savings? • Housekeeping? • In-house? University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

37. Questions? University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

38. Thank you! • BJ Tipton, Solid Waste Program Manager, btipton@facilities.unc.edu • Amy Preble, Recycling Coordinator, amy.preble@facilities.unc.edu University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling