200 S. Anaheim Blvd.
Suite #276
Anaheim, CA 92805
Tel: (714) 765-5460
www.anaheim.net
CITY COUNCIL AGENDA REPORT
City of Anaheim
PUBLIC WORKS DEPARTMENT
DATE: FEBRUARY 13, 2024
FROM: PUBLIC WORKS DEPARTMENT
SUBJECT: REPUBLIC SERVICES CUSTOMER SERVICE UPDATE
ATTACHMENT (Y/N): NO ITEM # 24
GOVERNMENT CODE § 84308 APPLIES: YES
REQUESTED ACTION:
Receive an update on Republic Services Customer Service.
BACKGROUND:
Republic Services of Southern California, LLC, (Republic) provides solid waste services under the Seventh Amended and Restated Solid Waste Franchise Agreement.
DISCUSSION:
At the City Council meeting on December 12, 2023, Council Member Natalie Rubalcava requested an agenda item to provide an update on Republic’s customer service issues.
City staff have been providing the City Council with periodic updates on Republic Services customer service since August 2023, with the most recent update provided through an informational memo on November 15, 2023.
For the past five months, Republic Services has made systematic changes to improve their trash collection services in Anaheim. With the implementation of Republic’s performance improvement plan during the period from November through January, residential missed pick-ups began to steadily decline. City staff observed a 20% improvement in missed pick-ups from November to December and a 75% improvement in missed pick-ups from December to January.
As mentioned in previous updates, Republic Services has made substantial investments in its fleet inventory to improve reliability and continues to hire additional personnel.
Most recently, three (3) new trash trucks have been delivered and 15 are expected to arrive in the next six (6) months. Since November 2023, Republic has successfully hired 13 new drivers and one (1) Vehicle Technician. Republic also hired a new General Manager, two (2) new Operations Managers, one (1) Operations Supervisor, and two (2) Fleet Maintenance Managers to solve operational issues and improve customer service.
Such investments in equipment and staffing resources, both at the field and management levels, have made noticeable improvements to the daily trash and recycling services.
Republic Services Customer Service Update
February 13, 2024
Another endeavor by Republic to improve collection reliability was to re-balance their multi-family and commercial routes. The re-balancing of multi-family and commercial routes went into effect on December 4, 2023, and the City has since seen a noticeable improvement in trash services in these sectors.
Republic is confident that the organizational restructuring, operational changes and investments in additional staffing and trash trucks over the past five months will continue to improve service reliability. The ongoing operational and strategic efforts led by Republic’s new management team, including Area Vice President Gretchen Lowrey and General Manager Mitch Kopczyk, have made considerable improvements in Anaheim’s trash services. Republic has expressed to City staff that they anticipate a return to consistent trash services by the Spring of this year.
IMPACT ON BUDGET:
This update has no budgetary impact.
Respectfully submitted,
Rudy Emami
Director of Public Works