Académique Documents
Professionnel Documents
Culture Documents
To :
From: Submitted by: Subject:
Honorable Mayor and Members of the City Council Jason Stilwell, City Administrator Sharon Friedrichsen, Public Services Director Receive a presentation on the Waste Management Resident Survey
Resident Survey
Executive Summary: The City and Waste Management collaborated in conducting a resident
survey to assess customer satisfaction with current trash and recycling services, determine interest in future services and gather input on other related issues and services. The survey was mailed to 1,500 residents and 342 responses were received during June 2013 (23% response rate}. The purpose of this item is to provide Council with a presentation regarding the survey results. Information pertaining to resident use of existing services and interest in new services may assist Council in formulating options as it consi ders the waste franchi se agreement later this year.
Analysis/Discussion: Twenty-three questions were developed by City staff and Waste
Management on the following categories: Use and satisfaction with current Waste Management services, including awareness and use of the backyard service Attendance and interest on community education programs (recycling, food scraps and composting} Interest in new solid waste collection services Beach cleanliness and city services City trash and recycling containers
The results of the survey and the comments received are attached for reference . Overall, highlights of the results include: 64% of respondents were very aware of the backyard service and 35% of respondents always used this service
52
The cost of mailing the survey and analyzing the results was borne by Waste Management. The information contained within the survey may be used by the City for other operational decisions related to the franchise agreement and city services that have fiscal impacts.
Budgeted (yes/no)
N/A
Previous Council Action/Decision History:
N/A
The City Council authorized the survey to be completed during its April 2 2013 meeting.
Attachment:
(1) Summary of Survey Responses and Survey Questions (2) Comments received to Survey Questions
Reviewed by:
City Adm inistrator Asst. City Admin. Public Safety Dir City Engineer
4Ji(
0 0 0
~
0 0
!Kl
0
53
Which of these services do you currently use? Tra sh Pickup at home (offered one day a week) 341 (99%) Recycling Pickup at home (offered one day a week) 338 (99%) Green/Yard Waste Pickup at home (offered one day a week) 324 (95%) Pick up of bulky items at home (offered quarterly) 143(42%) Pick up of bulky items (per request) 19 (6%) Com posting Bins (offered on request)Pick up of used motor oil (offered one day a week) 6 (2%) Pickup of Holiday tree (offered two weeks a year) 69 (20%) Electronic waste collection (one time a year) 31 (9%) Other 0 Use of trash cans and port-a-lets at City-sponsored special events 43 (13%) Use of trash cans in public spaces (circle all that apply) : 140 Responses Beach, 129 (92%) Sunset Center 65 (46%) Parks, 97 (69%) Forest Theatre, 40 (29%} Bus Stops, 39 (28%) Commercial district, 106 (76%)
* Please see attachment A for additional comments Q2 . Are you aware that your se rvice includes weekly "back-yard" collection, in which drivers will roll your trash, recycling and yard waste carts from your property (behind your gate, fence, etc.) to the truck and return the carts to your property once the carts are emptied? (342 responses) Very 220 ( 64%) Somewhat 64 ( 19%) Not at All 54 ( 16%} No Answer 4 (<1%)
*See attachment B for comments Q3 . How often do you use the "back-yard" collection service? (342 responses) Always 120 (35%) Sometimes 35 (10%) Hardly ever 44 (13%) Neve r 132 (39%) No Answer 11(3 %}
54
04. What would make you use the back yard service more often? No answer; 164 (48%)
OS. Waste Management also provides trash pickup twice a day (before 11 am and between 1:30-3:30) at
the beach and the Scenic Road Walkway, at parks and throughout the commercial d istrict. What suggestions do you have for this service (frequency of pickup, timing of pickup, locations of cans, ease of use, etc)? No Answer; 230/342 (67%)
*See attachment E for comments 06. On the attached scorecard developed by the City of Carmel-by-the-Sea and Waste Management to assess se rvices, are there any items that you feel should be discontinued or any items that should be added? No Answer; 250/342 (73%)
*See attachment F for comments 07. Have you attended any community education programs provided by Waste Management on recycling, food scrap com posting or both? (Please select) If no, please list the reason(s) why you d id not attend? Yes, recycling; 29 (8%)
No Answer 18 (5%)
*Please see attachment G for comments 08. If you attended a community education program, how useful was it to you? (Please se lect) Very Useful 36 (11%) Could Us~ More Information 19 (6%) Not Very Useful17 (5%) No Answer 270 (79%)
55
Q9 . Would you be interested in attending a community education program? If yes, what topic interests you? Yes 84 (25%) No 198 (56%) No Answer 60 (18%)
*Please see attachment I for comments Q10. Do you agree or disagree that Waste Management is reliable and does a good job of picking up trash, recycling and yard waste on the scheduled days? (Please select) 342 responses Agree 340 (99%) Disagree 2 (1%)
*Please see attachment J for comments Q11. Do you agree or disagree that the employees of Waste Management who provide collection services to your area are generally polite and courteous? (Please select) 342 responses Agree 339 (99%} Disagree 3 (1%)
*Please see attachment K for comments Q12 . How would you rate the quality of the trash, recycling and yard waste collection and hauling services that are provided to you by Waste Management? (Please select) 342 responses Excellent 266 (78%} Good 65 (19%) Fair 5 (1.5%) Poor 1 (.29%) No Answer 5 (1.5%)
*Please see Attachment L for comments Q13. In years past, how would you have rated the quality of the trash, recycling and yard waste collection and hauling services that are provided to you by Waste Management? (Please select) 342 responses. Excellent 212 (62%) Good 99 (29%} Fair 12 (3.5%} Poor 1 (.29%) No Answer 18 (5.3%}
56
Q14. How would you rate the quality of the Waste Management call center in responding to your call in terms of waiting time, courteousness and knowledge of service products? (Please select) Excellent 130 {38%) Good 56 (16%) Fair 7 (2%) Poor 9 {3%) Have not used 140 {41%)
* Please see Attachment N for comments Q15. What ideas do you have to better Waste Management service? *P lease see attachment 0 for comments Q16. Would you be interested in the following services, even if it included a slight increase on your bill? (Please select) *552 multiple responses Residential battery collection 113 (20%) Residential household hazardous waste collection (examples) 167 {30%) Residential electronic waste collection 109 (20%) Food scraps and food soiled paper 55 (10%) No Answer 108 (20%)
*Please see Attachment P for comments. Q17. Currently there are two Waste Management Trash and Recycle Solar Compactors powered by Big Belly at the beach . Would you like to see more of these compactors tackle waste, encourage recycling, save fuel and red uce the carbon footp rint?( Please se lect) Yes 181 {53%) No 76 (22%) No Answer 85 (25%)
*Please see attachment Q for comments Q18. If yes, where would you like to see these compactors? (Please list) No Answer 272 {80%) * Please see attachment R for comments
57
Q19. Do you think that it is important that garbage cans located city-wide include recycling? (Please select) Yes 231 (68%) No 71 (21%) No Answer 48 (14%)
*Please see attachmentS for comments Q20. What features would you like to see on new citywide cans? (Please list) No Answer: 256 (75%)
*Please see attachment T for comments. Q21. Which ONE public service would like to see provided or enhanced? (Please select one) Tree Watering 35 (10%) Public restroom cleaning 68 (20%) Street Sweeping 59 (17%) Sidewalk and Trash Can Cleaning 64 (19%) Beach Clean-up (pickup of litter and other debris) 89 (26%) Other (please specifY): 9 (3%) None 18 (5%)
*Please see attachment U for comments. 022. Which ONE issue would like to see addressed to enhance beach cleanliness? (Please select) *492 total responses (some respondents picked multiple selections) Cigarette butts left on the beach 73 (15%) Charcoal left on the beach 71 (14%) Mutt Mitts left on the beach 70 (14%) Litter left on the beach 87 (18%} Animal waste left on the beach 101 (21%) Seaweed and other natural debris left on the beach 17 (3%)
*Please see attachment V for comments 023 . Waste Management is not just a service provider, the company is committed to the partnership it has with the City of Carmel- by-the-Sea. Are there any other public services projects that you would like to see us invest in? (Please list) *Please see attachment W for comments.
58
ATIACHMENTA
Qt. As you may be aware, WM currently provides a variety of services to residents as listed below. Which of these services do you currently use?
Need them at the post office and parking lot. Better to have cans handy Use all street cans for doggie bags. Need a couple more between 81h & Hope they get good pay--- they work so hard ! ! We appreciate clean up days very much . Was not aware we could call and get a bulky item pick up. Pick up of used furniture, wou ld like service Used motor oil pickup Dog pickup bags Is e-waste pickup at home? I have taken things to parking lot by police station.
gth
on San Carlos
59
ATIACHMENTB
Q2. Are you aware that your service includes weekly "back-yard" collection, in which drivers will roll your trash, recycling and yard waste carts from your property {behind your gate, fence, etc.) to the truck and return the carts to your property once the carts are emptied?
I appreciate that when I'm late or forget to put the trash out, but I feel bad if they did because we have a few "stairs" to get inside, but I really appreciate. Thought they had to be moved outside by the street Sometimes drivers do not place trash cans back in place but leave them in full view of street, but better lately. Not being done on Monte Verde Street. Just learned from CRA I usually place near the street myself.
It's great for old folks!
I appreciate this! They don' t return it to the site. Your service has only been collecting garbage and recycling carts, not the yard waste. I live at the bottom of a long drive and have been told I have to bring my recycle and yardwaste up to the top of the drive because trucks can't fit on driveway. This sounds great, we will try it. Yes, but it doesn't happen. Thank yo u! I didn't know they were supposed to do this but t hey always do! So nice! This is not consistent. The trash and re cycling men always do the service, but not the yard waste guy. Garbage driver always does, recycle driver occasionally does. Carts are placed in driveway by me but are not always placed back behind the fence enclosure- I would appreciate if this was done each week. Yes, but with all they do, I put them out front and put them away after they have picked up. Many thanks! I place the 3 cans on the curb myself. I used back yard collection for many years. Then changed location fo carts into the garage, now placed in front of garage door. That would be great. I put cans out but if I forget they always get them. I have not found the service consistent so I move cans out to street. The drivers usually do not return can to property, but rather leave on street and I must ask neighbor to check and return it for me. Not enough being done to keep residents from putting their cans out on the street . I love this service!
60
61
62
63
ATIACHMENTC
Q3. How often do you use the "back-yard" collection service?
Use the wet trash collection did not know the other was available . We always set out our cans but the men often put them back in our driveway, they don't put them fully back in place. For garbage only. If I don't roll to street it will not be picked up. Trash only. The others leave the cans out and do not backyard collect. My pick up bins don't have to be on the street but neither do the guys have to go through a gate. Would like it always. They return carts to their storage area . Did not know about it. They have destroyed the stones. We now carry 3 carts down and up the pathway. 2 out of 3 pick up people every time. Never- Bins are kept out front We put our cans out in front. Often, now that I know about it. Once a month on Garden Day Due to space concerns, and the dog, we leave our containers in an area adjacent to driveway. Electronic Waste Pick Up My garbage is emptied while I'm away- not recycle or yard waste Would use it every week if I could be assured that all would be picked up from my side yard Let them do it I will ask the driver People should put containers out at the end of their driveways! Tra sh pick up only
64
ATIACHMENT D
Q4. What would make you use the back yard service more often?
I don't mind putting my recycle and greenwaste carts on sidewalk. They do pickup my trash pickup at end of driveway(trash is usually 10%fu ll at most) recycle/GW is are usually full. If I could make my wife believe it. Nothing When I'm older. Only when unable to put ca ns out myself. Feeling safe to unlock gate to cans. Too much crime in the area . Would have to change the location of the carts, which can't happen! Nothing. If I am away. I think it is a waste of your time. If I was lucky enough to go away @ Convenience. Consistency, have yard waste guys do it too. I keep my trash etc carts in my closed garage so have to wheel them out to my driveway. Nothing in the backyard . When need arises. Sex . Not practical Please pick up the yard waste carts, along with the trash and recycling carts. Not sure If I become disabled or was going to be out of town. Garbage man knows where our bin is, recycle guy does not. If we didn't blockade the trash can area with our vehicles! I recently sta rted using the back yard service collection because it is becoming difficult for me to move the heavy cans. I use it all the time. I want my neighbors to start using it. We have people who pull their cans out days in advance, wating for pick up. There needs to be a "carrot and Stick" approach to this problem .
Larger families I have a very small back yard. Very seldom, do I cut back bushes and my gardener usually takes it away. Nothing. All cans are beh ind locked doors or gates. We prefer to take our bins out ourselves. Not needed at my property. Old age. Nothing.
65
66
cans away.
I would never want back yard se rvice because my dog is there . I have requested many times that your personnel do not go into my backyard . They have honored my request in recent months. Thank you!
More care from workers (rolling ca rts to backyard service) Same as yard waste? If not, what is back yard service? Please explain. If I had a larger lot, no dog and I was disabled. Only if I was disabled.
67
10
68
11
69
12
70
ATIACHMENT E
QS. Waste Management also provides trash pickup twice a day (before 11 am and between 1:30-3:30) at the beach and the Scenic Road Walkway, at parks and throughout the commercial district. What suggestions do you have for this service (frequency of pickup, timing of pickup, locations of cans, ease of use, etc)?
need to replace the cans or have them recycled or cleaned. Don't use service, so can't offer suggestions. Consider increasing frequency for specific holidays i.e . July 4 and summer weekends when visitor influx is greatest. Not sure about timing but maybe day after holidays earlier. Good service. I think they do an outstanding job now! None None Usually good at the beach and walkway- maybe extra pickup on busy holiday weekends. Looks good. Wish you had more cans at upper forest hill park. There are only two in the tennis courts and I have a dog! Keep up the good work. Soundsgood! No opinion. No comments. I see beach garbage cans overflowing badly. Sometimes on summer weekends or during public events. Seems ok as is. No comment None None Additiona l pickups during weekend, especially summer and holidays. Its ok now. None I think its good as is. 2x on weekends, lx on weekdays. No complaints, occasionally we will see overflow of cans on weekend . Depending on the amount, would lx day do the job at 2pm? To me it seems to be adequate! Already great to me Additional cans on holidays and weekends during the summer Please put more recycling bins at beach! There is some overflow on big weekends if you walk early. This is just fine the way it is. Seems to be working great. Between 3 and 4 in the afternoon please.
13
71
14
72
The cans need to be above picnic areas @ 131h . Great as is. Some trash bins on the beach It's all great! Replace bins at Carmel beach more frequently. They are smelly and dirty. Good jobs on weekdays. Perhaps more often on weekends as it builds up. It seems that your existing plan works well as is Please avoid commute traffic hours They do a very good job Additional beach pickups on a very busy weekend Good Idea Weekend, Holidays, and Summer should be more frequent. And at the end of the day. Seems to work Ok at present No Carmel Beach- Monday Afternoons The City of Carmel needs more trash bins to adjust to the overwhelming amount Re sidents and tourists need to be more concientous. Seems waste on weekdays when there is not a lot of tourists but on weekends where this more tourists, twice is Ok. Just make sure you do it on Weekends None, good service. Not aware of this, heard no comp laints 2nd hom e owners need to be informed None Seems fine Please keep this service Its okay Continue pick ups I applaud WM personnel-not easy to maneuver in a small tourist town. They excel. Haven't seen any overflow cans. Your pickup seems to be working. Fine as is In summer, trash needs to be emptied at the end of the day-so much day light encourages visitors to linger. The labels of recycle and wa ste cans need to be more clear Can be really full on good weather weekends Seems to be working fine now Good Schedule Seems fine as is I never see trash piled up at these pickup loca tions- so keep up the great work! You do a good job Beach trash cans at front of ocean are overflowing after the weekend Maybe an earlier pickup in the heavy use business section
15
73
ATIACHMENTF
QG. On the attached scorecard developed by the City of Carmel-by-the-Sea and Waste Management to assess services, are there any items that you feel should be discontinued or any items that should be added?
I am not familiar with most items on scorecard. As a shop owner and homeowner in CBTS I take my shop recycles home every Tuesday and Thursday. I only use the re sidential services. No- do not discontinue backyard service EVER!! No I have no idea what "RO's" are. Please DO NOT have a food scrap program. When I lived in SF co llection areas smelled and attracted rats. Taxes paid per year, what does it pay for? Additional details and accounting. The scout house is unused, who generates trash there? No, seems like WM is doing a hell of a job. No Our Waste Management team is GREAT! No What is a RO? What is ATV? Sometimes I need more stuff taken, how can we make this happen more effectively? No no no Qu ieter trucks. Perhaps less pickup at beach during slow period, once a day? none None! None, all ok. I feel like the city is asking me to ratify your contract with them, that's the city council's job. No I didn't find a scorecard in my packet but the se rvice has been good. List is comprehensive, although I question the accuracy of "yes" to "pickup and reurn of residential carts to off street enclosures. None to my knowledge Excellent services maybe more e-waste Definitely more food scrap recovery and com posting. A second e-waste event would be helpful. This is a much more extended list of services that I was aware of. There should be recycling in commercial districts and all public parks and bus stops. No additional add/remove None, keep up the current program Need more mutt mitts and disposal points along paths, trails and residential areas. None. none No
16
74
17
75
18
76
ATIACHMENTG
Q7. Have you attended any community education programs provided by Waste Management on recycling, food scrap composting or both? (Please select) If no, please list the reason(s) why you did not attend?
My child had a field trip to WM which was very nice. Don't know of any. No particular reason. Did not know about it. Yes, when my kids are in school I learn from TV. I've only lived here since April 2013 My age, I'm 96 I'm ok with my com posting etc. Didn't pay attention to any announcement of program . I would only be somewhat interested. Didn't know about them . I can read about these things in the newsletter. I'm too old. Time I don't want to be lectured about something unsafe and unhealthy. I don't want to see a food scrap program, it is very unhealthy. No, were not aware of these educational programs. Did not hear about it. Not aware when held. I travel a lot, not always available to attend . Didn' t know about where/when. Through our kids field trips. Didn't know there was such a program . No, not interested, already recycling and composting draws raccoons. I have no place on my property that provides room for th is activity and nowhere currently to use compost material. Too far away. Wasn't available at the time they were scheduled. No, I already recycle and compost. Great! Didn't know about them or didn't feel I needed to go . No need to. I know enough already. I already know how to compost and I'm 93 No, no notice on where and when, plus I'm taking care of a 99 year old man . I have attended com posting, but don't recall if it was WM . After recycling for over 20 years, the information you provide is sufficient. Unaware of them, also not sure what I would learn that is not online. Not aware of the program We have read WM material on these topics. No, we are elderly.
19
77
20
78
21
79
22
80
ATIACHMENT H
QS. If you attended a community education program, how useful was it to you?
Did not know programs were available Sounds good to me Yes, saw how recycling was done at WM site. I really like the newsletters. Solid waste processing & disposal visit to facility. I can help community better Something in the mail that describes what is recyclable. Read public notices Organize closer to home Havne't been. How and when are we informed of the programs? No, I' m 93 ld li ke to compost but there is no place, no room for the container.
23
81
ATIACHMENT I
Q9. Would you be interested in attending a community education program? If yes, what topic interests you?
Increased recycle program in business district. I know of many businesses that make no effort event after I talk to them . Topic: recycling, how to recycle properly. Door hangers what can be recycled/trash Not interested . What should be recycled. Time. recycling Food scrap composting. Post hcnages at Post Office or flyers and mail. Pickup items, send info in advance . Food scrap composting Worm farms. No, getting too old! Where does the trash go? What happens to our trash? All permissible items that can be recycled or not. Pub ed on what is truly recyclable. How would I be informed? Maybe, depends on when and where and the subject. Tours of the recycling facility. To what end? I don not need meetings to understand and appreciate service . Use written materials. Pet waste management on beach and paths. Recycling and composting. No, I'm 93 Food scrap composting I might if I knew what issues needed review. Recycling. composting How to get and use compost bins. Getting rid of HHW and how to recycle e-waste. Composting Food composting. Offer multiple opportunities at various times Compost and mulch We've been already, that' s good for now. I want to know more specifics on Batteries, light bulbs, dry paint cans. Yes! And they are so nice to all my neighbors. Recycling and Composting Recycling Composting and recycling light bulbs
24
82
25
83
26
84
ATIACHMENT J
QlO. Do you agree or disagree that Waste Management is reliable and does a good job of picking up trash, recycling and yard waste on the scheduled days? Our guys rock!! My service is very good. Well done Great job always! Excellent service! Very Reliable! Partially agree They are great! Excellent, co urteous service! Not consistent VERY good job with excellent employees. Agree but cans should be returned to property out of street sight. Drivers on our route are ALWAYS reliable and friendly (n . Cassanova) A VERY good job Excellent service Good Job! Great! Always excellent The guys are terrific cons istently Actually excellent! Love our team, friendly, happy, all smi les and waves! Yes, However backyard service can't be relied on . Ridgewood Road/Carmel= my guys are FABULOUS and Cordial I think they do a remarkably good job and are very nice about it. Service and employees are excellent. But they should put the cans back. Agree- (WM Personnel) They are dependable and pleasant Strongly Agree Always and no nonsense as to who does what Except for killing my walkway (backyard service) Very Good Excellent! My people do a wonderful job! I especially appreciate the good service of my garbage men. We love our guys! Have been very consistent. Excellent job! Great job! My guys are great! Wont come to my yard unless I pull cans up and wont leave gate open- On Camino real and 2"d Yes!!
27
85
28
86
ATIACHMENT K
Qll Do you agree or disagree that the employees of Waste Management who provide collection
services to your area are generally polite and courteous?
Ve ry. However, couldn't we do something better like have $2 put in fund for Xmas instead of cards on cans? $2 per customer. Very polite. Very much! Yes!! Yes, very polite Very pleasant, they work fast. Your guys are the best! VERY polite and courteou s Always polite. Very courteous! Always friendly and polite. They are excellent! They are very friendly, helpful and polite . Very. Very polite and friendly. Absolutely! Always in good spirits!! They are all very polite and accommodating under all circumstances. I walk the dog early in Carmel when WM is picking up. The workers always say Good Morning to me. I never see them but assume they would be polite. Polite, courteous AND friendly. Haven't met one yet. What a hard working crew! Always speedy and friendly. We've had remodels done to our block and sometimes the trucks can't get by but they are very patient too. Definitely! Very nice guys- hard workers Very impressive crew. I put my trash can on street and collection guy almost always pulls it up to my yard. Extremely polite and co urteou s Fourstars!!! Very friendly and courteous. Agree, but drivers not always in position to speak. They are always very busy and do not want to delay or interrupt pick up se rvices. Trash collectors only are polite . Yard waste collectors are rude, never encountered recycling collectors. Absolutely very pleasant employees. Strongly agree. Always Disagree, a) it is speed over customer service. B) Somet imes especially in business district they don't pick up what fell in the street. C) They don' t pull truck to side but block whole street.
29
87
30
88
31
89
Much better than it used to be. Used to have litter and property damage and the gate left open. Far more items could be recycled if it was more convenient, such as food waste, plastics, batteries, light bulbs and tubes. Bins are difficult to clean. Better lately Excellent, very excellent. Just moved to Carmel. Rarely do they miss. Would rate as excellent if bins were placed back behind fenced enclosure every week. It wasn't that long ago we were using the green colored boxes and "trying" to separate class, plastic, etc. The large bins are SO easy! Excellent, appreiciate the better signage on the WM cans for out many part time residents. Hope we can add batteries to our home collection . My cans are between the fence and the driveway. Sometimes they are replaced with the lid side on the fence side. Please return the bins so that the lid side is in front for access from the driveway. I've used the services for decades and always pleased. Too expensive for my waste! Sometimes when I have questions particularly it would be more convenient to have the larger green trash can instead of the smaller black one they replaced it with a few months ago. I've never had anything "hau led"; all other services are done we ll. Trash and Recycling= Excellent. Yard waste needs to be consistent with backyard pickup . Never ever had any problems with any of your crew No complaints When my backyard pickup is consistent then I will be happiest. My trash service is excellent, the guys always put my carts back into the house instead of leaving it by the curb. Which recycle and ya rd waste tend to do. Very reliable and consistent. Except a couple of times the bins weren't put back, but were left at top of driveway Several times our trash or yard waste was not picked up on schedu led days necessitating calls to call center Great guys and great service
32
90
ATIACHMENT M
Q13. In years past, how would you have rated the quality of the trash, recycling and yard waste collection and hauling services that are provided to you by Waste Management?
Excellent since 1973 ! New resident, wasn't here year prior n/a, we just moved here from north Carolina in Oct 2012 Better since they come down my driveway to get the cans. Don't always empty the recycle bin . You guys are much better at "sorting" than the ca reless public. New resid ent, not applicable. Good, only because I had to remind the collectors to not shortcut across my front door entry. Wish they would just take it when I forget to take it to the driveway. It was better when it was a private company. Outst anding. My poor rating is in for the last two years. Service has been excellent for 18 years. Rated fair because they kept coming into my backyard 16 years ago- not good . Have only been living in Carmel since 2011 . Great employees too! Only a customer for 2 X years. Don't know Hard to get started, but once started its ok. Recently moved here We need more emphasis on recycling downtown. I've lived in Carmel for 17 years-no complaints with WM Now additional services are provided, but service has always been good. I've lived in many places and I find WM the best of anywhere I lived . Only been here 3 years. Better than other communities.
33
91
Rarely call but satisfied when I do. Service is excellent on a regular basis but communications at customer service are poor. We could not get a response for emails or calls for 3+ business days. Always polite and helpful. Have not seen a need to call you. Good service, hard to get holiday service on web. Easy to order service. Haven't had to call in 24 years!! Always excellent when I have to call or inquire. Anytime they miss, the next day, service is delivered. Called on 5/13 call was taken in city commerce, employee didn't know where Carmel was located or that WM serves Carmel. Poor- It is not local and they don't understand our lack of street addresses. I was transferred to a call center in LA and then back up north somewhere the last time I called . Total waste of time. Thank you for having "live people" answer phone calls! Never had to use, thank you! Graciousness can be improved, listening can be imporved, carrying out action can be improved, very important. Staff must be certain they are speaking with the correct address and authorized person . My service was once terminated because a person gave the wrong address and there was no verifying mechanism by WM. Bad mistake, easy to make in Carmel with directiona l addresses. Sometimes my house is skipped . I call and get a rapid response. I pay annua lly and never receive a quarterly newsletter Periodic cleaning of trash containers. Gave good info, but didn't return call for several days. Call center, not local people in customer service or knowledge of Carmel by the Sea. Your phone operators are very capable and courteous Always helpful so far Delivered my garbage can to the wrong home Do not make any, on ly for price per year charge. While customer service reps were courteous, they didn't seem aware of backyard service in Carmel. Additionally, missed service mentioned occurred over several consecutive weeks and required calling after each incident. Always have had great service
34
92
ATIACHMENTO
QlS. What ideas do you have to better Waste Management service?
Add recycling to Carmel commercial district. None, seems pretty good as is. I would like smaller rubbish and recycle cans and leave large garden trash cans. More options for size of cans. None. Home compost Send electro nic or email about big pick up days. None, we think its great! Raise employment wages! Reduce pickups for singles and others who don' t need weekly service. Provide current list of acceptable recyclables . More advance notice on bulky item pick up days. Discounts for year paid in full Carmel clean up days are scheduled at holidays, New Years and 4 th of July. Reminders for January happen too late. Larger recycle carts be made available. More pub ed about recycling None. Hybrid trucks? None Trash can to be placed corner of San Antonio and Ocean Ave . Keep it up, already excellent You do a great job! Quieter trucks Add food scrap recovery/composting to yard waste cans. None! When in Carmel, please pull over to let the cars pass. Only send automated messages when trash schedule is changed . For example, holidays . Annual HHW pickup! Soften loud beeping when trucks back up. Not this. None None, great as is. None None that I can think of. Advertize E-waste event better More pickups at the beach on weekends . Put the employee in the shoes of customer- blocking streets, not picking up fallen scraps, not putting cans back. I think you are AMAZING! Call center employees need a geography lesson and better training. More written info in newsletters.
35
93
36
94
ATIACHMENT P
Q16. Would you be interested in the following services, even if it included a slight increase on your bill?
Yes, as long as it doesn't increase my bill. The first three (battery/HHW and E-waste) might also be done with permanent collection trailers at Crossroads or Barnyard if that's cheaper. How often for all of these? Not interested in any. No, would not use enough to merit an increase on my bill. Batteries and HHW: once a year would work for me. I used it when we had it years ago. Would prefer these as pay per services, not included . There is a battery receptacle at city hall already. More info, more efficient recycle for food scraps Pick up volume would not justify price increase. I thought battery collection was already done? I compost some items myself bu can' t do bones, citrus and stinky items. No, there are already places where you can take the first three items (battery, HHW and Ewaste . None of these. None No I would only use these occasionally. None of these. Could be quarterly, that would be plenty. None, don't increase my bill. Manage these things elsewhere Not interested if it increases my bill. I recycle the first three myself and not often enough to have picked up. All of these None Not interested. We use all of our food scraps for our worm com posting. No way, keep rates low as possible. Not sure, I live alone so I don't have a lot of these items. Price should be added only on as needed or per pick up. I wouldn't try one size fits all. I have home compost, but would like others to benefit. Not interested in any Don' t mind taking these to an annual collection event. Bill is high enough already . On request. Is that possible now? No thank you to all the above It's a good ride out to the dump and that should work for all. Yes, good not to travel to last chance mercantile with half empty paint can s. No, we can use the MRWMD in Marina. Light bulbs!
37
95
38
96
39
97
ATIACHMENTQ
Q17. Currently there are two Waste Management Trash and Recycle Solar Compactors powered by Big Belly at the beach. Would you like to see more of these compactors tackle waste, encourage recycling, save fuel and reduce the carbon footprint? Who pays for them? The city should pay for them, it should not be on the residents bill. The city should fine/collect via tourist industry. Tourist industry generates need level! This is a total waste of money! Since the waste collectors still have to go around and collect from other trash containers nothing is saved by having these especially when making multiple trips a day to keep up with the messy visitors. No No No!! Yes, if no additional cost to residents. Not aware of these, good idea however. Don't know enough to answer Need more info. I'm not sure what they are? No, that's a leading question. Where are they? City should promote this more. Don't know enough about this. Don't know enough to comment. What is mean by a "Big Belly"? Haven' t noticed these, where are they? How cost effective are the units? Would like a demonstration on how they work. If needed, yes. I do not even know the location of t he present two. I'm sure WM could and sho uld make an intelligent decision on these. Depends on need. I have no personal experience with such. Don't know, haven't see n them, where are they? But this survey doesn't leave room for a box. " I'd like to see the tradeoffs in cost/means presented to the public." Don't know. I'm unaware of these so can't answer. No, I don't go to the beach . Get rid of the "trash" tourists Only if more are needed. What would be the additional cost? Are they being used at full capacity now? Haven't seen or used yet. I have never heard of or seen these. Haven't see n but sounds like good idea- what happens to half empty soda cans and coffee cups and all the liquid? But Big Belly can't handle large and bulky items like firewood, boxes etc. If more are needed. It will probably not make economic sense. Depends on cost. Don' t know enough about them to comment. I don't think so.
40
98
41
99
Need more info In-obtrusive areas. Santa Lucia, lOth, gth. Where necessary and needed, but as inconspicuous as possible. Carmel Beach, end of Ocean Blvd . and Santa Rosa and 13th. Everywhere! Devendorf and Forest Theater. Beach and public parks. Put them at Vista Lobos and Sunset Devendorf Park, more beach locations. Super high traffic areas since your general service is so frequent. Beach and parks In the commercial district I trust your judgement.
13th street by portable restroom and carmel river beach parking lot.
Parks Beach-turnouts. Where regular cans are on overflow. At all beach locations. Same locations Scenic, sunet center, forest theater, mission trail park at rio road, devendorf park, and near bus stops. That' s the problem, they shouldn't be "seen" . At beach stairs Beaches Most businesses that serve food have them- no to having public sites . Still Water Cove State Beach River Where ever more litter is observed. High foot traffic locations Forest Hill Park Carmel by the Sea Crossroads Shopping Center
42
100
43
101
ATIACHMENTS
Q19 Do you think that it is important that garbage cans located city-wide include recycling?
attention should be made to how they are presented so recycle cans aren't polluted by people who don't care. Yes, but again, cost may be an issue. Other than cans, people don't know what is recyclable so it would be a waste of money. Should be separate. Seagull and raccoon resistant. Especially to all the restaurants and cafes that do take out. Makes sense Who's cans? Yes !!! It would be, but doubt the average tourist would self-separate. Only if accommodated in clean, unobtrusive manner I don't think people would adhere to differentiating and would be an additional waste of en expense. No way, too many cans wou ld be needed. No way. Don't want to see additional containers. Do not think tourists would obey. Only if they would be used properly. Yes!! I' m sure our businesses and tourists would like to help. Plastic bottles have to get out of our landfills. Just no excuse why people can't be more responsible but this would be helpful to the "lazy" public. It depends on how things are sorted at the dump. It is a nice idea. Residents and visitors expect recycling to be available!! Yes, but would not get used properly by tourists. 100x absolutely!! People want to do the right thing and don't like it when there is no option to! I believe EVERY public garbage can should have a separate recycling compartment with a clear sign about what to put into it. We need some ON the beach . Absolutely . Nothing new Yes, yes, Japan is a perfect example/model. MUST BE clearly labeled!!! No, too many cans would be required. I don't know. I thin k recycling is super if people pay proper attention . We are Ok If people do it- we got a bunch of lazy people. It's very important. Yes, butwould not get used properly by to urists. Tourists need to know we recycle and participate! Absolutely! Only at picnic areas Indifferent, but probably.
44
102
Labels to designate what can be recycled. Especially at the beach, downtown, bus stops, parks Good idea As long as very clear what does/does not go into recycling containers. Parks No new cans, we should all take our trash and sort at home . I know its convenient to have recycle cans in town though, but at what cost? But they recycle at the curb already Wonderful idea! Would be a good idea to try, then after a period evaluate whether really needed The design Santana Row, San Jose CA uses is confusing . Yes, I like the design Disneyland uses. Attractive cans that fit into environment Good signs I'm a nut about recycling Too many recyclables are discarded in City Trash Cans Very Suggest a pilot program to see whether the public uses the recycle cans appropriately. When practical It is difficult to get people to recycle correctly- but its worth a try! Something needs to be done to increase public cooperation-but giving up doesn't help We are missing a great opportunity to recycle in the downtown area We recycle at work and shred the paper If Costco ca n do it, we should! There are so many more of us and we throw away so much "stuff'
45
103
ATIACHMENTT
Q20. What features would you like to see on new citywide cans? that they are aesthetically appealing. Squirrel traps (that's a joke) No advertisements. Be responsible, help the planet recycle! Cosmetically pleasing. recycling Recycle!! Low profile, muted colors. The mayor's photograph For my purposes they are adequate . Same as present. Labels which can for which- clear instructions. Not informed onwhat is available in cans- covered but easy to get trash in. Larger openings. I never use them anyways. Not needed, recycling might be nice, but I don' t see it being effective . Blend into the area -have a wood look to them . Educational info about recycling, fires at beach etc. Aluminum, paper Recyclalables only . Save the Planet or some other slogan. Just names of trash, garbage, etc. More pick up spots. Make sure they are bird and raccoon proof It sems all public spots should have trash and recycle. Be very specific about what can go in each can . Recyclable and compostable . I've heard one city was collecting the pounds of dog poop from dog parks and using the byproduct some how- we have a lot of dogs in our " pet friendly" area and a LOT of POOP! Info on acceptable contents. Larger openings on can lids. Lids raccoons cannot open. More like the new ones at carmel beach. Trash and recycling Larger cans Tell "users" that food soaked paper plates are NO LONGER recyclayble . This unclear- residential or in commercia l areas. If commercial, some way to avoid mixing recyclables. Change only the rusty tops. Need detailed list of what exactly can go in . Recycling lables, glass, metal etc. Blue cans for recyclables La rger cans
46
104
47
105
ATIACHMENT U
Q21 . Which ONE public service would like to see provided or enhanced? I believe all are already addressed The city should take the responsibility for all of these . Dog owners need to pick up poop on beach! Don't know. Sidewalk and trash can cleaning once yearly. This can be done by volunteers monthly, yard waste from March-Sept. All of the above. Would like street sweeping after trash pickup, not before. None of these, they do a good job now Dogs should be leashed at all times including at the beach. I would like to know what day street sweep is. All above seem covered CRA volunteers do beach cleanup, the city does for special problems. Also beach clean up Businesses or city should wash down walks daily or as needed in front of their establishments. None of the above, you are already doing a good job. Keep the restrooms clean and odor free. If they need to be there, there is nothing worse than enjoying the scenery and smelling foul smells. We need less street sweeping of clean streets. Street sweeping seems wasteful. TheKelp!!! Beach cleanup, if you have the personnel to do it. Volunteer groups do pretty well at present. Not aware of any problem for these areas. Addressing the charcoal in the white sand is so important for tourism. Monthly quick pressure wash of trash cans would be nice or even annually. These al l sound good, how can only one be chosen?! I would like to see an occasional dumpster, centrally located for a week, where residents could dump non-recyclable lumber and other building materials. Right now I have a large pi le of termite-ridden lumber that was torn out in a small DIY deck project. I can't drive and my contractor wants $250 to get rid of it. But if there was a dumpster in the city limits I could get a neighbor or a relative to do it. City responsibility. If it means less stench. Please remove stinky fly-infested kelp!! Remove the ivy growing into city trees . More public restrooms at the beach. Street sweeping- Useless ! Street sweeping just smears the dirt around. Why on ly one? Everything needs to be taken care of. Other- Clean up around the trash cans- how people miss the can is a wonder to me. These are city's responsibility. The beach trash cans look and are filthy! Should be cleaned regularly. Dog Poop!! It is the owner's responsibility but they are not all good owners. Prevention of fires on Carmel beach. The most polluting and contaminating activity for our bay. They are all important!
48
106
49
107
ATIACHMENTV
Q22. Which ONE issue would like to see addressed to enhance beach cleanliness?
Animal waste and seaweed most important to clean up. There are too many dogs. There are enough local dogs without advertizing to the world. They've chased out the sandpipers and other shorebirds. Word of mouth is enough advertizing for dogs. Seaweed odor is strong and next to million dollar homes is a real downside. Again, this is an educational issue. Just keep garbage areas tidy and tended. Again, this is the cities problem and responsibility. Please do not ban beach fires. Educate the public on proper cleanup offires and or buy that piece of equipment that will sift the charcoal from the sand. All of the above, charcoal is first priority . Except seaweed which is natural whereas charcoal is a HUG E pollutant. Keep the seaweed! It's a beach afterall! At certain times of the year, clean up the seaweed as it was done in the old days before all of the equipment was sold off! I have third degree burns from stepping on coals covered by sand. Dogs should be limited to only one section of the beach . Dog Poop is a major problem, need signage warning beach goers. Animal waste: there are folks with dogs who have no respect for those of us who do not want to step in or smell dog feces on the beach. Need more enforcement of animal waste pick up especially in residential neighborhoods. No smoking on beach, visitors don' t know or care. Users should be responsible with cha rcoal. Mutt Mitts, fine, animal waste, fine. Although I do not use the beach, I don't know how this can be controlled because it's a privi lege to be able to even have the fires at the beach. Litter includes everything except kelp It smells awful near the Frank Lloyd Wright House. Mutt mitts left on the beach are a big problem. I find them daily on the beach and I pick them up. It is in good shape now, no to all of the above. Containers for cigarette butts on beach walkway on Scenic. For charcoal, I know North Carolina requires a "dish collection protocol". Why do our city leaders not lead? It's just accumulating and here we are with another beach BBQ season. No, leave seaweed and kelp on beach! Mutt mitts- You mean poop right? Seaweed- keep it, duh! Natural! Beach fires should be banned, the pollution is enormous. Charcoal is very durable and harmful. I'm amazed at all the bins available and cigarette butts are just dropped. Cigarette butts are all over the streets, too. I picked up 55 in a three block area in front of Sunset center Get rid of seaweed! All except the last one ...But really, you bag the poop and leave it for me? Brother! Stinky, stinky, stinky, fly infested nastiness. (kelp/seaweed) .
so
108
51
109
ATIACHMENTW
Q23. Waste Management is not just a service provider, the company is committed to the partnership it has with the City of Carmel-by-the-Sea. Are there any other public services projects that you would like to see us invest in? Programs that encourage residents to tour the Castroville recycle center. Contact with the Carmel Foundation and CRA could be a good sta rt, to build interest in tours. Monthly beach clean up events. The city shou ld employ workers to take care of all jobs in questions 21 and 22. No new projects, you are doing a great job. Better education programs for the public, Bus signage, commercials, PSA's and ads. Trim the hell out of all t he intruding dead and deceased trees throughout the city. Please sponsor events so that they use recycling and com posting bins. Thank you for the opportunity to respond and comme nt. 021 covers this, can't think of any others. Reduce noise by reducing pickup from homes where people don't need pickup but twice a month . As above, more presence on the weekend and beach days to increase responsibility of patrons. A serious public campaign on mail/junk mail waste . The PO is a perfect place to change behavior and see a difference! We were not aware of donated dumpsters etc. Thank you! How do we get Highway 1 medians cleaned up and landscaped nicely? Motivating individuals and businesses to scrap the plastic bottle water dispensing concept. Our parents didn't need these to drink - use reusable co ntainers! Tree Watering in Carmel? Thank you! 1 Completion of 13 h street restrooms Work with city to educate residents about ba ckyard pickup and return. Add food scraps to yard waste cans. The services provided to residents are a great buy for our residents. No. I really do enjoy the extra pickup during the year. Anything that is proven, education al, and/or green. I'm confused. How does a city of Carmel seal get placed on a promotional Waste Management piece?? Second, why isn't t his survey done by an INDEPENDENT eva luator? I feel your scorecard and survey is self serving! The su rvey results shou ld at least be shared and sent to the City of Carmel. Disappointing! Underground the utility lines finally. What an eyesore, thank you! Cleaning and repair street signs/building fronts Install recycling bins/ bin as done in Monterey. Collect Saturdays in a parking lot; bank, grocery store etc. A place to take hou seho ld items such as paint cans and sinks. It seems to me that Waste Management already does a good job in Carmel. Not rea lly. There are lots of things that could be done but w hat is considered a "public" service project, other t han the things currently list ed?
52
110
53
111
54
112