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?
4/22/2017
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 BJ
4/22/2017
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 BJ
University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

5. B
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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
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 a
4/22/2017
University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

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

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

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

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

11. UNC Office of Waste Reduction and Recycling Services and History
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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 a
4/22/2017
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)
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
South Carolina Collegiate Recycling Professionals
Certification Manual
Chapter 8: Contracts and Marketing
Not here to tell you how to contract.
Here are some great resources b
4/22/2017
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
Sample from the NCTOG book b
4/22/2017
University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

15. What goes into a good contract?
Another example b
North Central Texas Council of Governments (NCTOG) Recycling Contract Negotiation Guidebook, page 2-4
4/22/2017
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 a
4/22/2017
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 a
4/22/2017
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
a/b
4/22/2017
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
4/22/2017
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)
a/b
Data– location list… don’t rely on contractor’s info or to provide info that will help you get rid of them…
Must see scope of services… can’t ask questions during tour… have to go through purchasing rep…
--ap– site maintenance… more and more specific…. Not just keep the sites clean bins facing forward, bins matching lids, clean lids, 4’ around the site,
Where are the materials going??? Private companies keep info very private…
References of SAME scope… not municipalities…elementary schools…universities
4/22/2017
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
A-indoor
B-fl
4/22/2017
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.) a
4/22/2017
University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

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

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

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

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

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

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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 A
Keeping communication flowing between contractor and OWRR
Us telling them of changes and them telling us of changes
Database used
Frontload… schedule changes.
Spent a bunch of time matching up our database to contractor’s billing… then our db to our customer billing… only to find out from the driver that what he was ACTUALLY doing.
4/22/2017
University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

30. a
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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
to customer a
4/22/2017
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 b
4/22/2017
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
B/a
Very important… talk more here about actual weights!
Front load we pa
4/22/2017
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 actual landfill fees
Indoor contract
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
Actual landfill fees b
4/22/2017
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 A
We saved $17,000 by reviewing our trash billing for accuracy in sites
One school where I worked the trash invoice went straight to the purchasing dept. Recycling or FS never reviewed it.
4/22/2017
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?
4/22/2017
University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling

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

38. Thank you!
BJ Tipton, Solid Waste Program Manager,
Amy Preble, Recycling Coordinator,
4/22/2017
University of North Carolina at Chapel Hill, Office of Waste Reduction and Recycling