Diamond Bar City Council
February 4, 2025

7.1.d
Packet Pg. 518
Scout Trucks
WM utilizes a F-150 truck retrofitted with hydraulic forks to support hard-to-service areas, such as narrow residential streets and commercial customers with limited space. The Scout Truck’s relocates commercial containers where they can be safely serviced by a FEL (front end loader) truck. These trucks are also utilized in servicing multifamily communities with parking lots that cannot support the weight of our traditional collection trucks or have space constraints. 2 Scout trucks would be used for the City of Diamond.
• Number of and description of the collection vehicles to be utilized including make, model, and year, body type, yardage capacity, tonnage capacity, type of renewable natural fuel to be used, waste stream(s) to be collected (refuse, recycling, organics), cost, and lease or ownership arrangements. New vehicles are required for residential and MFD, commercial, and City collection services.

With more than 32,000 collection and support vehicles on the road throughout North America, WM trucks are a familiar sight and one of the most visible symbols of our company. Our state-of-the-art fleet - navigating your City - assures Diamond Bar is provided safe, quiet, efficient, and environmentally friendly collections.

Below is a list of collection vehicles we plan to use in Diamond Bar:

Unit # Asset Type Year Make Model Fuel Number
Axles
107951 ASL 2023 Peterbilt 520 RNG 4
108038 ASL 2023 Peterbilt 520 RNG 4
108039 ASL 2023 Peterbilt 520 RNG 4
108040 ASL 2023 Peterbilt 520 RNG 4
108311 ASL 2024 Autocar ACX RNG 4
108312 ASL 2024 Autocar ACX RNG 4
108313 ASL 2024 Autocar ACX RNG 4
108314 ASL 2024 Autocar ACX RNG 4
108315 ASL 2024 Autocar ACX RNG 4
216627 FEL 2023 Autocar ACX RNG 4
216628 FEL 2023 Autocar ACX RNG 4
216680 FEL 2023 Autocar ACX RNG 4
419054 RO 2023 Peterbilt 567 RNG 4
633970 Stinger/Scout 2023 Ford F150 UN 2

7.1.d
Packet Pg. 519
Renewable Natural Gas
We are thrilled to share that our WM fleet that will service Diamond Bar is virtually 100% RNG except for our
stinger/scout truck. Renewable Natural Gas (RNG) is
beneficial for meeting SB 1383 regulations and is good for the City of Diamond Bar. Meeting SB 1383 requirements:

SB 1383 is a California state law that mandates a
significant reduction in organic waste disposal in landfills.

RNG plays a crucial role in meeting these regulations as it provides a sustainable and renewable alternative to landfilling organic waste. The City can achieve its waste reduction targets by diverting organic waste from landfills and using it to produce RNG. Also, RNG offers a lower carbon footprint. RNG is a renewable and low-carbon fuel and significantly reduces greenhouse gas emissions.

Collection Vehicle Descriptions
Proposed Collection Vehicles for Diamond Bar
TYPE OF RESIDENTIAL VEHICLE: AUTOMATED SIDE LOADER
Materials Collected:

MSW, Recycling, Organics Turning Diameter: 61.60 feet
Number of Axles: 4 Type of Fuel: Renewable RNG
Gross Vehicle Weight: 57,500 lbs. Number of Collection Compartments: 1 Maximum Load Capacity: 40 cubic yards
Chassis Make/Model: Peterbilt 520, Autocar ACX
Service Procedures: Residential ASL’s service containers with mechanical arms that lift and tip contents into the body of the truck. The mechanical arms on the right side of the cab are operated by the driver with controls inside the cab.

Crew Size – One (1) Driver
9 ASL vehicles would be used for the City of Diamond Bar Cleaner and quieter collections: WM
is proud to service Diamond Bar
with vehicles that run on
compressed natural gas (CNG)
and/or renewable natural gas (RNG).

7.1.d
Packet Pg. 520
TYPE OF COMMERCIAL VEHICLE: FRONT LOADER
Materials Collected:

Solid Waste, Recycling, Organics Turning Diameter: 72 feet Number of Axles: 4 Type of Fuel: Renewable RNG
Gross Vehicle Weight: 66,000 lbs. Number of Collection Compartments: 1 Maximum Load Capacity: 40 cubic yards
Chassis Make/Model: Peterbilt 520, Peterbilt 56, Autocar ACX’s Service Procedures: The commercial FEL services dumpsters with two forks on the front of the truck that lift and tip contents into the body of the truck. The folks are operating by the by the driver with controls inside the cab.

Crew Size – One (1) Driver
3 FEL vehicles would be used for the City of Diamond Bar.

TYPE OF VEHICLE: ROLL OFF
Materials Collected:

Solid Waste, Recycling, Organics Turning Diameter: 78 feet Number of Axles: 4 Type of Fuel: Renewable RNG
Gross Vehicle Weight: 66,000 lbs. Number of Collection Compartments: 1

7.1.d
Packet Pg. 521
Maximum Load Capacity: 40 cubic yards
Chassis Make/Model: Peterbilt 567
Service Procedures: The roll off vehicle services 10-to-40-yard boxes using a hydraulic lift and cable with hook attachment. The hydraulic lift can be controlled by the driver inside or outside of the cab.

Crew Size – One (1) Driver
1 RO vehicle would be used for the City of Diamond Bar.

TYPE OF SUPPORT VEHICLE: SCOUT TRUCKS
Materials Collected:

Solid Waste, Recycling, Organics Turning Diameter: 45 feet Number of Axles: 2 Type of Fuel: Unleaded
Gross Vehicle Weight: 6900 lbs. Number of Collection Compartments: N/A Maximum Load Capacity: 2300 lbs.

Chassis Make/Model: Ford
Service Procedures: The scout truck services hard-to-service areas, such as narrow residential streets and commercial customers with limited space. The truck pulls out the bin from hard to service locations such as sub-terranean and mix use properties.

Crew Size – One (1) Driver
2 Scout Trucks would be used for the City of Diamond Bar.

Collection Vehicle Features that Enhance Safety and Maneuverability in Difficult, or Space Constraint Service Areas
In addition to the Scout Support vehicle above, we design all our vehicles with maximizing safety and maneuverability.

7.1.d
Packet Pg. 522
• ASLs and FELSs are COE (Cab Over Engine) models improving driver visibility and vehicle maneuverability.
• Vehicles have up to five external, color cameras along with an interior-mounted color monitor to enhance the driver’s visibility for backing and for improved side visibility, reducing the opportunity for accidents.
• DriveCam is installed in all collection vehicles - from route managers vehicles to collection vehicles- this safety feature allows for near instant notification of driver behaviors to prevent issues. coaching or correction. DriveCam video is shared with drivers on a regular basis and add another powerful coaching element to our industry leading safety program. • Tag axles are used to help evenly spread and distribute weight and ensure a maximized payload. Tag axles also improve vehicle turning radius, reducing vehicle backing and improving maneuverability in tight spaces.
• Both ASL and FEL vehicles have air-actuated hydraulics and payload capacity of 39 cubic yards.

WM Trucks are configured with more Vehicle Safety Features Leading Safety with Onboard Technology Advancements
On-Board
Methane
Detection
On CNG-powered trucks, methane detectors provide immediate visual and audible alarm for potential leaks from fuel tanks or lines.

Maximum Idle
Time Limit
After five minutes, engines turn off to reduce fuel consumption and exhaust emissions.

Electric Heated
Rear View
Mirrors
Provides fog and frost-free view of both sides of the truck. Mirrors are adjustable electronically from the driver’s seat to provide an unrestricted view of the sides and rear on the truck.

Busboy Mirrors Angled convex mirrors allow the driver an unrestricted view of the area in front of the truck. Especially valuable when children and/or adult pedestrians are present.

Trapezoidal Side
Lights
Floodlights located halfway down the side of the body come on automatically when the truck is in reverse. Bright flood lighting illuminates both sides of the truck and roadway providing added safety.

LED Strobe
Lights and
Flashers
Enhances rear of truck visibility for approaching motorists. Improves safety for helpers while working at the rear of service trucks.

Sears Air Ride
Drivers Seat
Provides added comfort and excellent ergonomics for the driver. Includes eightway adjustability including lumbar support to help reduce driver fatigue and improve overall performance.

Reflective
Signage/Striping
Highly reflective rear of vehicle striping and signage to provide exceptional visibility when approaching trucks from the rear during nighttime hours.

Heavy Duty Disc
Brakes
Provide the best stopping distance for heavy trucks in the industry. Exceeds all applicable Federal Motor Vehicle Safety Administration requirements.

7.1.d
Packet Pg. 523
Leading Safety with Onboard Technology Advancements
Electromagnetic
or Hydraulic
Driveline
Retarders
Retarders are silent and provide additional braking capacity. Eight-inch-wide rear brake lining also increases braking capacity and improves vehicle safety.

Four Braid
Hydraulic Hoses
Part of Waste Management’s standard truck body specification, doubling the safety margin against high-pressure hydraulic leakage.

Community-Friendly Operational Practices
WM operating procedures are designed with you - our customer - in mind. Our operational practices are built to minimize environmental and neighborhood impacts. Some of our operational practices include:
• Preventive Maintenance: Every 200 hours, each of our collection vehicles undergoes a spill and leak prevention assessment conducted by a certified mechanic. Also, our drivers closely examine their vehicles daily during pre-and post-trip inspections. If a leak or excessive wear is identified, the truck will not return to work until it has been assessed and repaired. • Self-Containment: All our vehicles are fully enclosed and designed to be leak-proof with selfcontaining mechanisms to compress the material collected, helping to prevent any debris from falling off our trucks.
• Odor Control: WM trucks undergo a weekly wash to prevent excessive odors. • Tidy Collection Areas: WM drivers leave collection areas just as neat and tidy as they found them.

All drivers keep a broom and shovel handy to clean up any spills or fly-away materials in the event material escapes the cart or container during collection. • Automatic Engine Shutoff: Our truck engines are designed to automatically turn off after five minutes of idling to further reduce emissions and conserve fuel.

Comprehensive Spill Response Protocol
While our preventive maintenance programs prevent many spills from ever happening, should a spill or leak occur while on route our drivers immediately follow a defined process to minimize impact. If a spill occurs:
• The driver immediately contains the spill using the
spill kit, which includes absorbent pads, which are
on board each truck.
• The driver calls dispatch to report the spill location, fluid type, proximity to drains, and approximate
spill quantity.
• In the event the driver reports a spill they are
unable to contain, or the spill has reached
stormwater drains, dispatch automatically sends a
professional groundwater service provider to the
spill location to perform all necessary cleanup.

Waste Management trucks have an onboard spill
kit and shovel should a spill occur.

7.1.d
Packet Pg. 524
• A route manager is also dispatched to the spill location to verify driver reported data, assist in spill containment, and verify that the spill is properly managed and reported per regulatory standards.

Local team will work closely with the City staff to provide the timely notification and information required that confirms that the cleanup followed all obligations under the National Pollutant Discharge Elimination System (NPDES) permit.
• Manufacturer’s specifications of containers to be utilized. New carts shall be provided for residential and multifamily dwellings that use carts services and new or used containers (i.e., bins and drop boxes) may be provided for customers that are serviced with bins (i.e. MFD/Commercial/City customers).
• Container requirements are described in draft Agreement Section 7.104.3. Proposer shall supply complete technical data and manufacturing specifications on the specific cart, bins and Drop Boxes being used.

The following are our container manufacturer specifications to be utilized for the City of Diamond Bar residential and multifamily dwellings. WM will provide customers new carts and bins.

Rehrig Pacific Company Cart Specifications
Built for Your Residents with Durability, Convenience, and Sustainability in Mind WM will partner with our cart supplier, Rehrig Pacific Company, for the delivery of new carts for the City of Diamond Bar. Rehrig Pacific has served the solid waste and recycling industry since the growth of curbside recycling programs in the late 1980s. Today, they are the largest cart manufacturer in North America, with seven manufacturing facilities nationwide.

Rehrig Pacific’s carts are compatible with manual, semi-, and fully automated collection systems, and are backed by a 10-year, non-prorated warranty. We have successfully utilized Rehrig Pacific carts in communities throughout North America.

Container Requirements and Utilization
Cart Selection, Distribution and Exchanges
WM will provide Diamond Bar residents with new Refuse, Recycling and Organics Carts at the start of the service under this Agreement. Commercial customers will be provided “like new” commercial bins.

In advance of initial Container distribution, WM will mail a notice of rates, and provide Customers the opportunity to request service changes. If no response is received by specified date, Residents will retain the same level of service currently provided.

Container Repairability or Replacement
The goal of WM’s cart and container maintenance program is safe, convenient, uninterrupted service for Customers.

The dedicated WM Container Maintenance staff cleans, repairs, and maintains an adequate inventory of repaired and new carts and bins at the San Gabriel Hauling Operations yard to swiftly replace carts and bins at Customer locations as needed within the 5-day response time required.

Upon notice by Customer, City or WM Drivers that a cart or container needs to be repaired or replaced, a ticket is immediately generated in WM’s OPUS system.
• Simple repairs are completed in-field by Drivers or Route Managers

7.1.d
Packet Pg. 525
• More complicated repairs require Cart and Container Delivery and Exchange Drivers to remove the damaged container and replace it with clean, working container. • The San Gabriel Hauling Container Maintenance staff will complete most repairs. • Carts with major damage to bodies will be referred to the manufacturer for warranty replacement as appropriate.
• Bins with major damage to bodies will be sent to WM’s Centralized Bin Repair facility for major welding or scrapped according to the estimated cost of welding. • Customer, City and Driver requests for repair or replacement of carts or bins will be fulfilled no later than 5-days after the date of the request/ticket generation. • All cart and container repair/replacement requests and repair/replacement actions are recorded and tracked in our OPUS system for City Reporting.

Cart Manufacturer Specifications
Rehrig’s BULKY RIGID CART Help Customers Achieve Their Sustainability Goals and is the foundation for their cart models. The dark color of the cart body allows for up to 40% post-consumer recycled content, containing 10% bulky rigid recycled plastics. Size alternatives are illustrated here, and customized lid colors facilitate mandate compliance.

Rehrig demonstrates recycling at its finest by pioneering innovative ways to INCORPORATE 1.35 BILLION POUNDS OF BULKY RIGID PLASTICS into their cart manufacturing process. We partner with Rehrig because we share their
commitment to a sustainable
solution to a bulky problem –
recycling used carts.

Rehrig’s ORGANICS CART’s
unique design allows for
increased airflow and odor
mitigation through VENTILATED
LIDS. Optional anti-microbial and
anti-fungal additives for odor
control are available upon
request.

Primary features and benefits
include:

Durability
Rehrig Pacific carts are UVstabilized for color retention and designed for optimal compatibility and functionality with both semi- and fully automated lifter systems, including engineered stress channels and a wear strip to permanently protect the bottom of the cart from abrasion.

7.1.d
Packet Pg. 526
Maneuverability
The continuous one-piece handle provides a strong gripping area, and the wide wheelbase makes maneuvering easy for Chino Hills residents.

Customizable Design Options
Rehrig Pacific’s carts are SB 1383 Compliant and feature customizable color options and lids, and containers of different colors.

RFID-Enables
Rehrig Pacific carts can be equipped with RFID tags for collecting and tracking customer account information. RFID tags help eliminate missed collections, unbilled services, increase recycling rates through participation verification, allow for targeted marketing to customers in specific zones based on data-driven variables, and increase overall operational efficiencies.

Sustainability Without Sacrificing Quality
It only makes sense that the carts we provide Diamond Bar for the collection of trash and recyclables should be produced in an environmentally responsible manner without compromising durability, convenience, and quality. Rehrig Pacific pioneered a previously impossible process to build their carts out of an unprecedented 40% recycled material, without sacrificing strength or curb appeal.

Rehrig Pacific also has a best-in-class R&D lab leading the way in figuring out what to build their carts out of next, from bulky rigid plastic like patio chairs and laundry hampers, to tough materials like ocean waste and discarded rope.

Cart Recovery and Recycling
The High-Density Polyethylene (HDPE) resin that Rehrig
Pacific uses in its carts makes them 100% recyclable. This allows our cart manufacturer to create a closed loop system – reclaiming and recycling products at the end of life for reuse in the production of new products.

Manufacturing Locations
With seven manufacturing sites across the United States, Rehrig Pacific has a strategic national footprint that allows for timely production and delivery of new cart orders and lower freight costs. All Rehrig carts are made in the USA. Diamond Bar carts will be manufactured in Los Angeles and are union made - local manufacturing of Diamond Bar carts reduce greenhouse gas emissions.

Cart Design Requirements
WM will partner with Rehrig Pacific, our cart supplier of choice for Diamond Bar to deliver the new carts.

Diamond Bar Our hand-picked suppliers have served the solid waste and recycling industry for decades and all cart quality and workmanship are backed by 10-year warranties.

Cart Colors
The Refuse, Recycling and Organics Carts or Cart lids will be differentiated by color. The colors are colorfast and resistant to fading as a result of weathering or ultraviolet degradation. Cart and Cart lid colors shall be consistent throughout the City and shall comply with CalRecycle requirements under SB 1383.

Each year, Rehrig Pacific uses 60 million
pounds of recycled post-consumer plastic that
is diverted from the waste stream.

7.1.d
Packet Pg. 527
To prepare for compliance with SB 1383 (collect waste in color-coded containers (sections 18984.1- 18984.3), WM will provide a three (3) bin sources separated system. Black containers for trash, blue containers for recyclables, and green container for organics.

Carts
Manufacturer Rehrig Pacific Company
Specific Sizes 35-, 65-, and 96-gallon options
SB 1383 Compliance Fully Compliant
Waste Stream Cart Color Lid Color
Trash Charcoal (Dark) Gray Black
Recycling Charcoal (Dark) Gray Blue
Organics (Residential) Charcoal (Dark) Gray Green
Organics (Commercial) Charcoal (Dark) Gray Green
Cart Lid Performance
All open containers have working lids so that they can be closed to protect contents from outside elements, pests, etc. After pick-up, areas surrounding containers will be left in good condition. Loose trash or debris which is a result of the pick-up process will be cleaned up by the contractor before leaving the site.

Each container will be provided with a lid that continuously overlaps and comes in contact with the container body or otherwise causes an interface with the container body that simultaneously prevents intrusion of rainwater, emission of odors and allows for free and complete flow of material from the container during the dump cycle.

Lids are easily opened and shut throughout the serviceable life of the container and will remain closed in winds up to 25 miles per hour from any direction. All lid hinges will remain fully functional and continually hold the lid in the original designed and intended positions when either opened or closed or any position between the two extremes. The lid shall be designed and constructed such that it prevents physical injury to the user while opening and closing the container.

The lid handle is an integrally molded part of the lid, and the lid (and body) will be of such design and weight that would prevent an empty container from tilting backward when flipping the lid open. The lid is hinged to the cart body in such a manner to enable the lid to be fully opened, free of tension, to a position whereby it may rest against the backside of the container body.

Cart Labeling and Hot Stamping
Carts are available in many standard color options with hot stamping and large in-mold labels to display key program instructions. WM provides container labels with images and in multiple languages to differentiate recycling, food waste and garbage.

MSW RECYCLING ORGANICS
To prepare for compliance with SB 1383 (collect waste in color-coded containers (sections 18984.1- 18984.3)), Waste Management will provide a three (3) bin source separated system. Black containers for trash, blue containers for recyclables, and green container for organics.

7.1.d
Packet Pg. 528
Labels Educate at the Point of Disposal
Each recycling cart provided to Diamond Bar can include labels on top of the cart that list which materials to recycle in your City.

Research indicates that providing residents prompts or messages at the point of disposal are among the most effective ways to help residents recycle right. Our labels are an important tool in our Recycle Right education program - they use images to clearly show what materials are acceptable to recycle and which materials should go in the trash. Labels are available in both English, Spanish, and Mandarin.

Following is an example of a standardized Recycle Right label. Custom labels are available if specific recycling information unique to your Residents is required.

7.1.d
Packet Pg. 529

7.1.d
Packet Pg. 530

7.1.d
Packet Pg. 531
Cart Performance Requirements
Rehrig Cart Specifications

7.1.d
Packet Pg. 532
Cart Durability
Our carts are UV-stabilized for color retention and designed for optimal compatibility and functionality with both semi- and fully automated lifter systems, including engineered stress channels and a wear strip to permanently protect the bottom of the cart from abrasion.

The continuous one-piece handle provides a strong gripping area, and the wide wheelbase makes maneuvering easy for Diamond Bar residents.

Chemical Resistant
Carts will resist damage from common household or Residential products and chemicals. Carts, also, shall resist damage from human and animal urine and feces.

Stability and Maneuverability
Carts are produced using an injection molding process that allows for exact precision and product uniformity.

Bin Requirements
Cleaning and Maintenance
WM will maintain each container in a clean, functional state by repairing, steam cleaning, and repainting the units. Repairs will be made to correct any deficiencies with a unit to render a completely refurbished container, including repainting. Cleaning will be accomplished by a method to a standard that eliminates all foreign material and renders the unit free from offensive odors and stains. When a Bin is removed for cleaning, WM will replace the Bin, either temporarily or as a change-out, with another Container.

Upon Customer or City request, or if required to maintain the Containers in a clean condition, WM will clean Customer Bins once per year at no additional charge.

Bin Identification and Color
Each Bin placed in City by WM shall have our name and phone number in letters not less than three (3) inches high on the exterior of the Bin to be visible when the Bin is placed for use. Bin type (Refuse, Recycling, Cardboard, Organic Waste) may be identified with an affixed sign.

Bins shall be labeled to include English, Korean, and Mandarin and graphic instruction on what materials should and should not be placed in each Bin. WM will have labels approved by City prior to ordering and placement on Bins. Labels shall be replaced when worn, and when information on the label needs updating, but no later than 90 days of request from City.

WM will repaint Bins at the City’s request if the City deems it necessary to maintain a neat appearance.

All Bins in service for the duration of this Agreement shall comply with color and labeling requirements specified by CalRecycle under SB 1383.

Roll-Off Box Requirements
WM will provide sufficient Roll-Off Boxes to meet Customer demand throughout the Term of the Agreement, and will keep all Roll-Off Boxes clean, free from graffiti, equipped with reflectors, and with our name and phone number in letters not less than three (3) inches high on the exterior of the Roll-Off Box so as to be visible when the Roll-Off Box is placed for use. WM will properly cover all open Roll-Off Boxes during Transport as required by the State Vehicle Code. All Roll-Off Boxes in service for the duration of this Agreement shall comply with color and labeling requirements specified by CalRecycle under SB 1383.

7.1.d
Packet Pg. 533
The vehicles are tarped as required and then transported to permitted disposal facilities. WM utilizes orange netting that is cut off after they enter the site, as we do not allow staff to climb onto the truck to tarp/un-tarp for safety reasons.

WM Bins and Roll-off Containers: Wastequip
Wastequip FELs are engineered using heavy gauge steel to withstand the stress of continued use.

Standard models feature 12-gauge sides and 10-gauge bottoms, high density polyethylene lids and fully welded in-seams. Wastequip heavy duty models have 10-gauge sides and 7-gauge bottoms for added strength and durability. Containers are also primed inside and outside to reduce corrosion with all containers meeting ANSI safety specifications and dimensional standards.

Wastequip rectangular open-top RO containers are built to withstand the most demanding waste and scrap collection applications. Rectangular roll-off containers meet ANSI safety specifications and dimensional standards and carry the following additional features:

Heavy-duty, greaseable, fully welded wheel
assemblies
Front sheet bent 90 degrees to allow for overlap
on side wall, adding extra strength to seam
7-gauge rail gussets welded to floor and cross
members
Rugged tarp hooks and available tarping systems
from Pioneer or Mountain Tarp protect the load
V-notched weep hole at the bottom of each side
post allows for drainage of liquid and inhibits rust
Painted in one of several standard colors using
high-quality, low-VOC enamel
Rust-inhibiting primer inside and outside Greaseable rail rollers

7.1.d
Packet Pg. 534
Sample Waste Management Containers
Sample Waste Management Roll Offs
15 yd. 20 yd.
30 yd. 40 yd.

7.1.d
Packet Pg. 535
Sample Waste Management Containers

7.1.d
Packet Pg. 536
As an incumbent service provider for many years, WM can offer the City of Diamond Bar customers, staff, and elected officials a stress- and worry-free transition and implementation.

We are already successfully providing many of the required services outlined in the RFP.

During 2022, WM serviced close to 45,000 residential carts on a weekly basis equating to over 2,133,408 total services for the year.
2022 City of Diamond Bar Customer Service Statistics
Total estimated number of services rendered in the City of Diamond Bar in 2022: 2,133,408
Total number of complaints received from City of
Diamond Bar customers in 2022: 115
Service Accuracy Rate: 99.99%
We are confident that we can have a similar success serving the commercial sector as we have experienced in many of our existing cities in throughout the region. Our local team of WM drivers have experience offering the required services outlined in this RFP in our other franchised cities.

All submitted Confirming Proposals, including the Alternative Proposals will be fully compliant with the scope of services and collection method outlined in the RFP and Franchise Agreement.

Single-Family Dwelling (SFD) Solid Waste Services
Standard Cart Service
WM will continue to provide each single-family residence with three carts for the weekly automated collection of refuse, recyclable materials, and organics green waste. The standard size will continue to be 64-gallon cart, unless customer request a larger (96-gallon) or smaller (35-gallon) cart. Customers who require more than one cart may request a second one - refuse (additional charge applies), recycling (no additional charge), and green waste (no additional charge).

MFDs of Less Than Five Units
WM will continue to provide multifamily dwellings (MFDs) of less than five solid waste services (refuse, recycling, and organics collection) using carts or bins as appropriate for the conditions, requirements, and needs of the customer.

WM will update a guideline kit that will be delivered to each multifamily/tenant as part of the new contract.

The service guideline will explain new programs as well as mandatory State recycling mandates to encourage proper bin usage. The guideline will also explain the waste bin monitoring as well as overage and contamination processes and fees.

7.1.d
Packet Pg. 537
Refuse Cart Overage
WM will provide two (2) annual pickups per calendar year and an end-of-year pickup for refuse that would otherwise be placed in the refuse cart but excluding bulky items, at no additional charge. Each annual pickup may consist of up to the equivalent of three (3) large bags, boxes, or barrels of refuse. End-of-year pickup of all additional refuse that is placed out for collection in the customer's own containers (bags, boxes, barrels, etc.) for two weeks beginning each December 26.

Backyard Service
WM customers who identify as having a disability that impedes them from being able to wheel their carts to the curb (and who do not live with a relative who can help) are able to request free "backyard service".

As part of this service, collection personnel will retrieve the carts, empty them, and return them to their original storage area. To qualify for this special service offering, the bill must be in the disabled customer’s name and the customer must live at the address where the discount or service will be received.

WM will provide small carts to those residential units that Diamond Bar has approved based on the resident’s demonstrated hardship, which would show the need for a small cart. Upon notification by Diamond Bar, we will deliver a solid waste and recyclable materials small cart to those residential units.

Diamond Bar will review and approve or reject any residential unit’s application for small carts.

Backyard Service for the Disabled
WM will continue to provide back door collection to individuals identified by the City as needing assistance.

Temporary Roll-Off and Temporary Bin Service
Per resident’s demand, Temporary Roll-Off or Temporary Bin Service are available for cleanup or construction at an extra charge.

On-Call Bulky Item
WM will continue to provide bulky item pickup service to all SFD and MFD. Each dwelling unit will be entitled to four (4) bulky item pickups per calendar year at no additional charge. Customers may put out up to three (3) cubic yards of material at each pickup. Bulky item collections that exceed the number of free pickups may be subject to an additional charge.

Door-to-Door HHW Collection
At Your Door Special Collection®
Diamond Bar’s residents currently enjoy the convenience of WM’s At Your Door Special Collection® service—the ultimate solution for residents to properly dispose of household hazardous waste (HHW). As part of the new agreement, the City’s residents will continue to receive 2 pickups per calendar year at no additional charge. At Your Door is a unique service offered by WM, which many of the City’s residents currently utilize.

7.1.d
Packet Pg. 538
Since January 1, 2011, through August 8, 2023, WM At Your Door Special Collection® has picked up more than 235,000 pounds of household hazardous materials of which 85.68% was sent for recycle.

Convenient, year-round home collection service – Zero Hassle WM makes it easy for residents to dispose of these items by collecting the materials from their front door – safely, easily, and responsibly. WM’s At Your Door Special Collection®
service provides convenient, on-demand service for the
collection of household hazardous waste and electronics.

This service’s year-round availability is one of the main benefits of home collection service for Diamond Bar
residents. Residents may contact WM’s At Your Door
Special Collection® service at any time, year-round, to schedule a home collection appointment. Residents are not required to load items into their vehicles and drive to a separate location. This service allows residents to schedule a collection when it is convenient for them.

Traditional collection events require that residents haul their materials to the location site on a specific date and time. This limits the service to only residents who are available and physically able to load their items into their vehicle and drive to the site. The City’s residents benefit from the superior service provided through a home collection program that allows those without a vehicle, unable to attend the event, or those physically unable to drive to participate.

Excellent Customer Service
Most collection events do not provide any type of survey to analyze the level of customer satisfaction.

Whereas WM’s At Your Door Special Collection® service is focused on providing excellent customer service, and this is demonstrated through our ongoing request for feedback through customer service surveys. The results of this survey are reviewed by WM and mailed directly to Diamond Bar’s city staff.

Data collected from program participants helps us understand our customers' service experience and identify areas where the program can be further enhanced to meet our customers’ needs.

Following is a sample of our survey filled out by one of our Diamond Bar residents:

EASY AS 1, 2, 3…
Step 1: Call to schedule a home collection
appointment date.

Step 2: Receive information and follow the
instructions.

Step 3: On your specific date, place your
unwanted items outside for pick up.

7.1.d
Packet Pg. 539
Below is our Diamond Bar Annual Guide delivered to residents.

The Value of At Your Door Special Collection® vs. One-Time HHW Dropoff Event At Your Door Special
Collection® One-time HHW Collection Event
When is service
offered?
On-demand, year-round service Available only when event is scheduled, sometimes only 1 day per
year
Does it service the
entire community?
Yes - every resident has equal
access to this service.

No - only residents that are able and
willing to drive to event, usually a very
low percentage of total residents.

Does resident need to
be present during
service?
No; resident places items out for
collection in front of their home.

They do not need to be present
during the service.

Yes, residents must take the time to
drive to event location and wait in line
for service. Wait time can exceed 60+
minutes. Residents must also have a
vehicle large enough to bring large
electronics items to the event.

7.1.d
Packet Pg. 540
At Your Door Special
Collection® One-time HHW Collection Event
What directions are
residents provided?
Program participants are provided
with detailed instructions.

Unknown
What if a resident has
questions?
Residents can go to our website to
review the FAQ section in addition
to calling our Ops. Service Center
with questions.

Varies
How is the quality of
customer service
assessed?
Participants are requested to
provide their feedback through a
survey. Results are provided to
municipality.

Not usually assessed
Is there a focus on
recycling the
collected materials?
Yes - Most of the materials
collected will be sent to be
recycled.

Not usually
Are reports provided? Yes - a report can be provided that can be used for diversion
reporting.

Unknown
When is budget
determined?
At the beginning of contract
agreement
Final cost is usually not determined
until after event has been completed.

Does the municipality
need to provide
volunteers?
No volunteers are needed; WM
provides staff required to service
program.

Yes, number of employees and
volunteers, and number of hours will
be determined by size of event.

Are electronics and
devices accepted at
the event?
Yes, the program accepts
common e-waste items such as
TVs, computers, monitors, VCRs,
DVD players, and many other ewaste items.

Varies.

Trained Customer Service Staff Provides Necessary Answers and Support In addition to processing service requests, WM’s At Your Door Special Collection® Operations Service Center (aka call center) will handle any questions customers may have. The call center can provide guidance to help residents if they have questions regarding how to properly package or set out material for collection. These specialists regularly receive questions surrounding paint, pesticides, household chemicals, automotive chemicals, and more, so they are well-versed in providing valuable information and support.

Operations Service Center staff is required to complete a rigorous training program throughout their employment. This instructional program includes training on customer service, hazardous materials, chemistry, regulatory training, and more. Our staff is Customer Feedback is Crucial
To increase communication with
residents and provide feedback on the
At Your Door Special Collection
service, participants are encouraged to
provide feedback on the program and
may be sent a survey. In addition, if a
resident has a question about an item
or has questions on how this service
works, they are welcome to reach out
to the Operations Service Center staff.

7.1.d
Packet Pg. 541
trained to provide residents the information and support needed to have a safe and successful home collection.

To contact this service center, residents can go to www.wmatyourdoor.com or call us at (800) 449-7587.

Acceptable Materials in the Program
The following list includes the most common eligible items for the At Your Door Special Collection service.

This list is not all-inclusive, and the full list of eligible items may vary depending on state and local regulations. WM reserves the right to modify the list. Additional instructions may apply based on applicable regulations. Residents will be instructed that all products must be clearly identifiable and no containers over 5 gallons will be accepted. Items that exceed Diamond Bar household hazardous waste collection requirements are identified with an asterisk (*). PSS Rep: Place an asterisk (*) after any acceptable items that exceed bid/local municipality HHW collection requirements.

7.1.d
Packet Pg. 542
Garden Chemicals
• Insect sprays/Insecticides
• Weed killers/Fertilizer/Herbicides/
Pesticides
• Other poisons
Household Cleaners
• Ammonia
• Floor stripper/Floor cleaner
• Drain/Tile/Shower/Toilet bowl cleaner
• Carpet/upholstery cleaner
• Rust remover
Paint Products
• Oil based/Latex paint
• Stripper and thinner
• Caulking
• Wood preservative and stains
• Sealers
• Spray paint/Artist paint
Automotive Material
• Motor oil
• Antifreeze
• Waxes/Polishes
• Cleaners
• Brake fluids
• Used oil filters
• Transmission fluid
• Windshield washer fluid
• Hydraulic fluid
• Vehicle batteries (up to 4 max.)
• Gasoline and Diesel fuel (must be placed
in containers designed and sold for
containment and transportation of fuel (up
to 5-gallon max)
Misc. Household
• Household batteries
• Florescent tubes/ Compact fluorescent
bulbs
• High intensity lamps
• Hobby glue
• Driveway sealer (up to 5-gallon max)
Electronics with Circuit Boards (up to 25 lbs.)
• Televisions (up to 1 max.)
• Computer monitors
• CPU/computer tower (up to 1 max.)
• Laptop/Tablet computers
• Keyboard
• Mouse
• Fax machine
• Desktop printer/scanner
• CD ROM
• DVD/CD/VCR/tape player
• Cellphone
• MP3 player, iPod, music player
• Microwave oven
• Related cords
• Gaming consoles
Swimming Pool Chemicals
• Pool acid
• Chlorine: tablets, liquids
• Stabilizers
Flammable & Combustible Materials
• Kerosene and Solvents
Mercury Containing Devices
• Thermostats
• Thermometers
• Switches

7.1.d
Packet Pg. 543
Excluded Materials
This service is for residential use only. The collection of hazardous waste from businesses including home based businesses are excluded. Commercial material, material from businesses, and unusually large quantities of the same material are not eligible for this program. Business items located at homes are still business waste and are excluded. Items that are not part of the At Your Door Special Collection® service include:
• Collection service
include: Biological
waste
• Liquid
mercury/elemental
mercury
• Ammunition
• Broken items that
contain mercury
• Explosives
• Materials improperly
packaged for transport
• Appliances
• Materials in leaking
containers
• Medicines/pharmaceuticals
• Asbestos
• Unknown or unlabeled
materials
• Tires
• Construction-related
materials
• Smoke detectors
• Containers over 5
gallons
• Commercial
chemicals
• Fire extinguishers
• Trash that may
contain radioactive
materials
• Food waste
• White goods including
bulky items
• Radioactive materials
WM At Your Door Special Collection® Operations Plan
Over the years, we have refined the challenging process of residential collection of home generated special materials. Every community we operate in is unique, from contract-specified services to local rules and regulations. Therefore, a comprehensive operations plan specific to your community will be provided prior to the contract start date that clearly identifies how materials are collected at the curb, screened, transported, and the methods we use to classify and control materials throughout each step of our collection process. Our operations plan will also include details concerning record-keeping procedures for materials received and shipped. Throughout our service term, the Diamond Bar-specific operations plan will be modified as necessary to comply with changing regulations and/or program procedures. Although an operations plan is customized for each facility, a WM At Your Door Special Collection® operations plan generally address the following topics:
• Nature, type, quantity of materials collected, including list of acceptable/excluded material. • Collection procedures and equipment.
• Planned destination of waste collected, including specific third-party processor information and details regarding specific material treatment, recycling, and disposal methods. • Operations staffing and training requirements.
• Methods used to classify and control wastes received both during collection and at our facility. • Material consolidation and bulking procedures.
• Provisions for inclement weather.

7.1.d
Packet Pg. 544
• Record keeping for materials received and shipped for processing or disposal. • Facility map and evacuation diagram as well as facility security measures. • Health and safety procedures.

Disposal
The goal of WM’s At Your Door Special Collection® service is to maximize the percentage of home generated special materials that are recycled rather than disposed. After collecting the items from the home, the materials are brought to the several facilities that intake each waste stream. The items are then properly packaged and sent to the appropriate third-party facility for processing. We will select environmentally friendly options as the next step in the lifecycle for these materials. The options for recycling may vary depending upon location but the items that are currently sent to be recycled as opposed to disposed include anti-freeze, household batteries, vehicle batteries, latex paint, oil-based paint, compact fluorescent lamps and straight fluorescent tubes, flammable liquids, flammable solids, and consumer electronics. If an item is unable to be recycled, it is properly disposed of per local, state, and federal regulations.

Compliance
This program will comply with existing applicable Federal, State, and local regulations. Appropriate permits and approvals to transport and store household hazardous waste and electronics will be obtained and maintained. This includes facilities and vehicles used in the process of servicing this program.

In the event of a change in law and/ or regulations related to the services provided under this Agreement, WM has the option to modify this service. This may include the imposition of new or increased government fees or assessments, and WM shall be entitled to an adjustment of rates at any time. This request for adjustment will be submitted by WM to the appropriate municipality’s contact, accompanied by an analysis of the impacts on rates. A “change in law” adjustment shall only be effective after approval of the municipality’s governing body. The municipality’s action on our request shall be made within sixty (60) days from the date of submittal, and its approval will not be unreasonably delayed, conditioned, or withheld. As used herein, “change of law” does not include changes in Federal or State income tax laws.

In the event of a natural disaster affecting the community, WM’s At Your Door Special Collection® service will be suspended for a period of up to six months, or another period upon agreement. The At Your Door Special Collection® service is designed for the ordinary collection of home generated special materials, and a natural disaster changes the nature of that need. A natural disaster is subject to the specifics of a franchise agreement.

Safety
This home collection program has been designed with safety in mind. Each aspect of this program has been reviewed for potential environmental, health, and safety implications. This encompasses the compliance requirement for our acceptable and ineligible materials and our in-depth training procedures.

We have a history of safe collection services due to extensive industry experience combined with specific expertise in household hazardous waste collection.

Service technicians complete a 40-hour HAZWOPER certification program in combination with obtaining a Hazmat endorsement on their Commercial Driver’s License. In addition, they participate in an in-depth employee training program that includes classroom and on-the-job training for hazardous materials. This includes specific training on the collection and transportation of hazardous and potentially hazardous

7.1.d
Packet Pg. 545
chemicals in a residential setting. Training is updated regularly to ensure our Technicians are trained on important safety procedures, transportation protocols, chemistry, hazardous materials handling, customer service, and more.

Over the years, we have refined the challenging process of residential collection of home generated special materials. These facilities are set up to properly manage the materials according to the federal, state, and local regulations and are properly permitted to store the eligible materials prior to being shipped to appropriate processing facilities.

Annual Household Hazardous Waste Event
In addition to our At Your Door Special Collection® service, WM will assist the City in increasing awareness of Household Hazardous Waste collection by promoting the Los Angeles County Household Hazardous Waste collections events held in Diamond Bar. Promotional activities will include posting on WM and Diamond Bar’s website, inclusion in the annual brochures/ mailings sent to each customer, billing inserts, social media targeted outreach, and press releases to local news outlets.

Curbside Used Oil and Oil Filter Collections
WM will continue to collect used oil placed curbside beside solid waste container on regular collection day at no additional charge. We will also educate customers to place used oil in clean containers and used oil filters in clean zip-lock bags.

Sharps Mail Back Program
WM will continue to operate a mail-based program and/ or a drop-off program for the safe processing of sharps generated by Diamond Bar residents. Upon request, sharps containers will be delivered directly to residential customers at no cost to the residents or City. WM will make all necessary arrangements.

Medication Takeback Program
WM will assist the City in increasing awareness of medication takeback programs provided by the Los Angeles County Sheriff's station and any third-party events held in Diamond Bar. Promotional activities will include posting on WM’s website, inclusion in the annual brochures/mailings mailed to each residential customer, billing inserts, social media targeted outreach, and press releases to local news outlets.

FreeCycle.com
WM will publicize to residential customers its free materials exchange/ gifting program, known as FreeCycle.org, and shall promote FreeCycle.org on WM's website, and the annual brochure/mailings.

7.1.d
Packet Pg. 546
Annual Holiday Tree Recycling Collection
WM will continue to provide collection of holiday trees from December 26 through the second Sunday in January.

Compost Giveaway
We are looking forward to partnering with the City to plan these two (2) annual community events, where residents will be able to get bagged compost. The material will be procured from our SB 1383 approved composting facility partnerships.

Refuse Collection
WM will provide refuse collection using bins or carts as frequently as scheduled by the customer, but not less than once per week and more frequently if required to handle the solid waste generated at the premises where the bins are located.

Detailed Description of Commercial Bins can be found in Section 3.1 Collection Services Approach Recycling Collection
WM will provide source-separated recycling collection using bins or carts to all locations that are required to subscribe to organics collection by AB 341. Recycling services will be provided at a rate not to exceed 50% of the equivalent refuse rate for similar container sizes and service frequency.

SB 1383 Recycling Containers are described in Section 3.1 Collection Services Approach.

Organics Collection
WM will provide source separated organics collection using bins or carts to all locations that are required to subscribe to recycling collection by AB 1826 and SB 1383. Organics services will be provided at a rate not to exceed the equivalent refuse rate for similar container sizes and service frequency.

7.1.d
Packet Pg. 547
To prepare for compliance with SB 1383 (collect waste in color-coded containers (sections 18984.1- 18984.3), WM will provide a three (3) bin sources separated system. Black containers for trash, blue containers for recyclables, and green container for organics.

Bin Pushout Service
WM will provide pushing or rolling containers to the point of collection to locations that require such service at no additional charge.

Scout Service
WM offers scout service by using a small vehicle either to move containers to the street or other public right-of-way for collection. Commercial bins with scout service are serviced within two hours and placed back in their enclosures.

Locking Bins
All bins are available with locking mechanisms.

Permanent Roll-Off Box Service
Rates shall be charged as "pull plus dump", a set rate for the service component plus the per ton charge based on actual tonnage collected.

Temporary Roll-Off and Temporary Bin Service
WM will provide temporary roll-off box and temporary bin service upon customer request for cleanup or construction. WM will deliver a temporary roll-off box within forty- eight (48) hours of request (Saturdays and Sundays excluded) for an additional charge.

Temporary Bin Service
Rates will be charged as “bin delivery/pickup plus one dump.” Additional charges may include, additional dump, and rental fee after seven (7) days with no dump or bin pickup. WM will deliver a temporary bin within forty- eight (48) hours of request (Saturdays and Sundays excluded).

On-Call Bulky Item
WM will provide bulky item pickup service to MFDs. Each dwelling unit is allowed up to four bulky item pickups per calendar year at no additional charge. Customers may put out up to three (3) cubic yards of material at each pickup. Bulky item collections that exceed the number of free pickups may be subject to an additional charge.

MSW RECYCLING ORGANICS
To prepare for compliance with SB 1383 (collect waste in color-coded containers (sections 18984.1- 18984.3)), Waste Management will provide a three (3) bin source separated system. Black containers for trash, blue containers for recyclables, and green container for organics.

7.1.d
Packet Pg. 548
C&D Debris Collection Services
WM will work with any industrial accounts (primarily roll off) to provide multiple containers on large job sites to enable developer/contractors to source-separate materials. Job sites with limited space might also source-separate material using containers phased to match the construction progress, i.e., rock, inerts, concrete & wood for demolition and flatwork phases, wood for framing phases, plastics and metals for plumbing, electrical and ducting phases, drywall for wall phases, carpet remnants, cardboard for HVAC, appliance, and finish phases.

Mixed C&D Processing - WM has ability to provide containers for mixed construction and demolition rolloff processing.

City Collection Services
City Facilities Collection
WM will collect and dispose of all refuse, recyclables, and organics generated and accumulated at premises owned and/or operated by the City at no additional charge (including e-waste, and construction and demolition debris) and in compliance with AB 341, AB 1826, and SB 1383. Such premises include, but are not limited to, offices, parks, and street maintenance operations.

We are prepared to provide services to these facilities over the term of the new agreement, knowing full well that service levels may vary, with no increase in compensation for additional collection services.

City-Sponsored Events
WM will continue to provide refuse, recyclables, and organics collection using carts, bins, roll-off boxes, cardboard boxes with liners, or other such containers at no charge at City–sponsored events. These events and service levels may vary over the term of the new agreement, with no increase in compensation for additional collection services.

We understand that if the City selects separate contractors for the residential and commercial sectors, the City intends to alternate events between the two contractors with no guarantee that events will be evenly distributed based upon either level of effort or number of events.

City-sponsored events include, but are not limited to:
• Concerts in the Park
• City Birthday Celebration
• Fourth of July
• Fall Fun Festival
• Winter Snow Festival
• Arbor Day
• Easter Egg Hunt

7.1.d
Packet Pg. 549
Abandoned Item Collection
WM will continue to provide collection of bulky waste abandoned in the City right-of-way or other public property within WM’s service at no additional charge, within one (1) business day of notification from City.

We understand that we will not be required to collect hazardous waste, liquid wastes, or automobile parts that are individually too large for collection by two (2) people. City will contact either the residential or commercial franchisee to provide this service, depending on the location of the abandoned item.

Community Development Review Services
Our local team will work with the City to review building permit applicants' plans and provide advice regarding adequacy of container storage space and access, particularly to accommodate recycling and organics containers upon the City’s request and at no additional charge to the City.

Large Venue Event Assistance, Event Recycling
WM is prepared to assist planners of large venue events with reporting and planning needs as may be useful in meeting the requirements of AB 2176, found at California Public Resources Code 42648, et seq. at no additional charge. WM will provide recycling and organics collection services upon request to special event planners.

Confiscation of Unauthorized Containers
WM will confiscate illegal containers located within the City's public rights-of-ways, upon notification from City, or if WM finds illegally placed containers based on the procedure provided in the franchise agreement.

Provision of Storage Containers
WM will continue to provide the City with 11 40-cubic-yard portable storage containers to be used for storage at City facilities and schools for the duration of the Agreement. Containers will be maintained in a condition satisfactory to the City. WM may transfer ownership of these storage containers to the City, provided WM will remove and dispose of these containers when requested to by the City.

Emergency Collection and Disposal Service
WM is prepared to assist Diamond Bar at the City's request with emergency collection and disposal service in the event of major disaster, such as an earthquake, storm, riot, or civil disturbance, or as otherwise determined necessary by the City, by providing collection equipment and drivers normally

7.1.d
Packet Pg. 550
assigned to Diamond Bar. WM may charge the City for actual disposal costs plus service rates per the approved rate schedule.

Emergency Collection Service
Whether necessary due to a natural disaster, extreme weather, or other unforeseen events, WM is always prepared to provide additional support to communities requiring urgent solid waste collection assistance.

The WM Green Team is comprised of highly skilled drivers and technicians who can be deployed at any time to support local teams when crisis events occur. This group of professional employees has experience working in a variety of situations, including natural disasters and other situations where additional resources are needed to support local operations. WM also has identified qualified drivers, technicians, and other employees who can be called upon to augment Green Team resources when needed.

During extreme weather or natural disasters, some communities are also faced with massive volumes of debris. In such cases, excess supplies of collection equipment including spare vehicles and steel containers can be quickly accessed, often within hours.

Environmental Coordinator
WM will hire and train a qualified Recycling and Sustainability Manager that will support the City of Diamond Bar for the life of the new contract. This manager will work with customers within the City to focus on diversion rates, mandate compliance, and public awareness and education. This valuable resource will be well equipped to assist Diamond Bar to be fully compliant with the state mandates.

In the event of a disaster in your
community, WM can work with
you to provide any storm debris
or other cleanup services that
fall outside of our contract
agreement in accordance with
FEMA and applicable contract
terms and conditions.

7.1.d
Packet Pg. 551
Proposer shall describe the management systems and customer service systems its company uses to manage inquiries and complaints received from residential and commercial customers. The description of the management systems and customer service systems may include:
• Description of system capability and/or procedures to ensure timely accessibility of information by jurisdictions served. • Description of procedures used to satisfactorily respond to, record, and report common customer complaints such as: missed pickups; spills and litter resulting from collection; collection schedule changes; broken or missing containers; improperly prepared setouts; noise complaints; traffic and sidewalk obstruction during collection; and safety around collection vehicles during operations. • Description as to whether individual call centers are established for each of the proposer’s service areas or if customer calls are handled by a centralized call center, and location of the proposed call center. • Description of how the customer service information interfaces with route data and billing data. • Description of how the company measures customer service about the call center’s responsiveness and accuracy of responses, as well as the quality of collection service. Identify specific performance metrics or targets your company tracks. • Identify the website that its customers use to obtain customer rates and service information, diversion services and requirements, and to submit inquiries or complaints. Provide website address.

Following are WM’s procedures and capabilities for timely accessibility by jurisdictions served.

Timely Accessibility
Our Customer Service Center is open Monday through Saturday during normal business hours. However, our easy-to-use self-service channels - wm.com, My WM, Virtual Assistant chatbot and more - are available to support customers’ needs, including service requests, 24 hours a day, seven days a week, 365 days a year. Below is a more detailed explanation of our Customer Service Offerings.

Customer System Capabilities, For Tomorrow®
We are excited to share that WM has recently invested in advanced customer service technologies, including Interactive Voice Response (IVR), a contact back system, and live chat support, to keep pace with our customer's changing needs and help shape the future of customer engagement and digital customer service.

Here are a few reasons why these technologies provide a better, more cohesive digital customer experience:
• Interactive Voice Response (IVR): IVR systems reduce wait times while providing selfservice options that allow customers to resolve their most common requests - pay online, schedule bulk pickup, get their container repaired or replaced – seamlessly and efficiently. • Contact Back System: Contact back systems eliminate the frustration of being on hold for long periods of time and ensures that customers receive prompt, personalized assistance from a customer service representative at their convenience.

7.1.d
Packet Pg. 552
• Live Chat Support: Live chat support removes the need for phone calls or emails by allowing customers to instantly interact with our representatives to resolve their questions quickly.
• In addition to IVR, Contact Back and Live Chat, we are continually working to expand our self-service capabilities. We understand the value of our customers' time, the importance of promptly resolving their needs and providing exceptional customer service to today’s modern customer.

WM’s Digital Customer Engagement
We aim to transform our customer digital engagement by providing a smoother, more seamless customer journey and engaging more closely with our customers across all channels. wm.com Offers seamless navigation and an intuitive way for customers to learn about services and solutions in their community.

AI Chatbot Handles routine issues promptly and provides 24/7 customer service with automated responses to the most frequently asked customer questions.

Knowledge Base
Help Center
Houses answers and videos to top customer requests about WM services as well as support articles by topic – products/services, understanding your bill, delays, and more.

Live Chat Allows customers to skip email exchanges or wait in line in the call queue. With Live Chat, we can respond immediately to customer questions.

WM’s Social
Media Platforms
Meets customers where they are and allows us to answer questions quickly.

Customers can also stay updated about services and ways they can help protect the environment.

Lisa (IVR)
System
Seamlessly routes customers to self-service options and connects them with the right resources, links, or departments so we can limit call transfers and reduce wait times. Our IVR System is also equipped with convenient callback functionality, so customers never have to wait on hold during peak call hours.

Customers can simply choose to be called back and "hold their place in line" while they continue with their day.

Call Center Personal, one-on-one customer assistance for questions or service issues.

My WM Offers simple and intuitive online account management for service requests, holiday schedules, online bill pay, autopay, notification preferences and more.

We have added a new self-serve feature to My WM - bulk item pickup.

Scheduling a Bulk Pickup with My WM is easy:

1. Login: Log in to your My WM profile. Select Manage My Services.

2. Choose Materials: Review the service rules and list of unacceptable items.

Use the checklist provided to identify the materials you need to get rid of – once an item is selected, specific instructions will be provided.

3. Pickup Date & Payment: Use the calendar to choose your pickup date and add additional notes directly to your Driver. Review the costs (if applicable),

7.1.d
Packet Pg. 553
approve the payment method (if a prepay is required), and confirm your order.

My WM App Provides a personalized customer experience. With the My WM app, customers can:
o Manage and use different payment methods with ease, including Apple Pay
o Enroll in AutoPay and Paperless billing (if applicable) o Get service day updates so they know when to expect pickup o Request bulky item pickup, extra pickups, roll-off dumpsters, and more o View or change their existing services and schedules.

My WM: On-demand Self-Service Solutions
This platform empowers our customers with the tools and technologies for on-demand digital self-service solutions.

Residential Commercial Roll Off
WM.com: Mobile App:

Manage
Accounts
Conveniently manage all your accounts
with My WM.

Billing
AutoPay &
Paperless
No more manual effort. Save time and
money with electronic billing and
autopayment.

Pending
Charges
View pending transactions before they
post to your account.

My Billing
Compare your past and current charges,
combine, and pay multiple invoices or
make stress-free partial payments without
having to call.

Buy & Adjust Service
Adjust
Service
Start, stop, or change your service
anytime, all online.

COMING
SOON!
Extra Pickup
Avoid the inconvenience of extra waste.

Schedule an extra pickup before your
next service day.

Bulk Item
Pickup
Schedule a curbside pickup of your large
unwanted items that fits your schedule. COMING SOON!
Container
Repair
Arrange a cart repair or replacement
appointment that works for you. COMING SOON!

7.1.d
Packet Pg. 554
Roll Off
Requests
View bin sizes, compare pricing, and book
your roll-off, exchange your current bin or
schedule a removal.

Service Details
View ETA &
Schedule
Find your specific service day and holiday
schedule and get up-to-date weather or
other service schedule changes.

View Cart
Contents
View your cart contents from your driver’s
perspective to learn more about what you
toss.

COMING
SOON!
Contact
Manage
Contacts
Easily and quickly change your billing or
service contact(s).

Communicati
on
Preferences
Manage your contact preferences and
choose your preferred method of contact.

Feedback
Provide service feedback anytime to help
us hone our website, customer service
training, self-service tools and more to
provide better customer experiences over
time.

A Dedicated, Local Website for Local Services
As part of our customer engagement and digital customer service, we created dynamic, easy-to-navigate WM customer websites. These tailored-to-your-municipality websites provide a single access point for service information and 24/7 self-serve customer service solutions. With a WM customer website, you can:
• Personalize your website: Your WM customer website is designed and custom-built to showcase your community, services, solutions, and special programs. • Promote self-serve customer service solutions: Your WM customer website is the first line of support, empowering customers to access information on demand, find answers on their own - at their convenience - request services, and resolve issues with zero to minimal waiting time. • Provide helpful resources and service information: Your WM customer website is the information hub for all information regarding services - from collection schedules, including holidays or any special events such as holiday tree collection, to bulk item collection information (if applicable), to any service delays. The website can also inform of where to place carts/bins and acceptable and non-acceptable items.
• Help lead the way to a more sustainable community: Your WM customer website links directly to WM's Recycle Right® recycling education program, providing your community with access to recycling resources, making it even easier to recycle right and reduce contamination.

7.1.d
Packet Pg. 555
• Description of procedures used to satisfactorily respond to, record, and report common customer complaints such as: missed pickups; spills and litter resulting from collection; collection schedule changes; broken or missing containers; improperly prepared setouts; noise complaints; traffic and sidewalk obstruction during collection; and safety around collection vehicles during operations.

Common Customer Complaint Resolutions
WM’s highly skilled and resilient Customer Service Representatives (CSRs) place customers at the center of what they do every day. Their scrupulous training program allows them to take the right steps to understand our customer's unique needs and make the best decisions to address and resolve issues on first interactions.

If they are unable to assist a customer the CSR will follow escalation protocol, which includes creating a communication case and directly contacting the local operations team in San Gabriel Hauling District to quickly resolve the issue.

Customer contacts, including customer account changes, missed cans, damaged cans, customer complaints, etc. are tracked through a ticket system. Each ticket is created in an open status and requires closure upon completion of requested action and/or resolution. Local management and their teams are responsible for providing requested service and/or issue resolution and to monitor the status of all tickets for timely service completion.

7.1.d
Packet Pg. 556
• If an issue requires immediate attention and/or escalation, an email is also sent to the attention of the local operations management team.
• If a repeat issue occurs within two months, a ticket is also opened to alert the operations management team that a recurring problem exists. Waste Management has developed a quality control program that includes performance standards for ticket creation, closure, tracking, and service recovery. Local management is responsible and accountable for these performance standards.

7.1.d
Packet Pg. 557
Sample Complaint Report
Following each year, Rehrig Pacific uses 60 million pounds of recycled post-consumer plastic that is diverted from the waste stream.is a redacted sample complaint report. This is a typical customer complaint format used by WM; however, we will be happy to work with the City of Diamond Bar to create a report in a format agreeable to all parties.

7.1.d
Packet Pg. 558
• Description as to whether individual call centers are established for each of the proposer’s service areas or if customer calls are handled by a centralized call center, and location of the proposed call center.

Following are our locations to serve Diamond Bar.

Call Center Locations
City of Diamond Bar customer calls will be answered by CSRs at our local customer service center located in Commerce, CA.

Our customer service center, operated on the Pacific time zone, is open 7 a.m. to 5 p.m., Monday through Friday, and 8 a.m. to noon on Saturdays. The center is closed only six days a year, which includes Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day, and New Year’s Day.

WM’s phone system is equipped with convenient callback functionality, so customers never have to wait on hold during peak call hours. Customers can simply choose to be called back rather than wait on hold in the phone queue and "hold their place in line" while they continue with their day.

A Customer Service Representative will call back the customer once available.

In addition to this time-saving feature, WM offers robust online self-service capabilities through our Interactive Voice Response (IVR) phone system and wm.com so customers can get immediate assistance.

Local Customer Service Center
WM continues to maintain a full office at our San Gabriel Baldwin Park facility for convenient, local access. Our Customer Service Center is open Monday through Friday during normal business hours - the Center is closed on nationally observed holidays. However, our easy-to-use self-service channels - WM.com, My WM, Virtual Assistant chatbot and more - are available to support customers’ needs 24 hours a day, seven days a week, 365 days a year.

Our San Gabriel Baldwin Park local management team maintains a close relationship with City staff from various departments (Management, Public Works, Code Enforcement), any customer calls received are sent directly to our local management team and resolved within hours.

Additionally, Diamond Bar can always count on reaching your Area Manager Lily Quiroa on his mobile phone, (626) 825-3785, or PSS Area Manager Lily Quiroa, (951) 609-6341 and District Manager, Daniel Hernandez (951) 453-5009 in the case of an emergency or any of the local team members whose work and personal information will be made available to key City staff. • Description of how the customer service information interfaces with route data and billing data.

WM has invested heavily in technology over the last ten years so that we can provide excellent customer service through integrated systems that allow our customer service connections with customers online or offline provides real time information. Below we have outlined how our Onboard Computer System Dispatch and Billing systems inform our customer service interactions with customers.

Customer Response in Real Time
WM’s Onboard Computer System Dispatch (OCSD), is in-office software, described in more detail below, connecting our customer service, dispatch and route management to each driver’s onboard computer tablet. This facilitates route modifications in real-time to respond to any traffic conditions and communications instantly appear on drivers’ tablets so that any potential for service disruption is

7.1.d
Packet Pg. 559
eliminated. This enables our customer service representatives, dispatch and managers in our San Gabriel Hauling District to electronically assign service tickets and communicate with drivers for immediate, Real Time, customer issue resolution (e.g., blocked container, late set out, locked gates etc.).

Onboard Computing System Dispatch Streamlines Routing Communications Our onboard computing system dispatch (OCSD) software application is the system that aggregates all the data generated by our drivers via their onboard units (OBU). Vehicle information is transmitted in near real time from the OBU device back to our OCSD application in our high-tech Centralized Dispatch Center. It is used by our route managers, dispatch, and customer service teams to make routing decisions and modifications in real time, answer customer questions, and develop new and modify existing routes for efficiency based on historical data.

This system connects our dispatch operations, to our customer service center, to each truck, and even to our customers. It is done seamlessly using technology that communicates directly with the truck’s computer and driver and allows the dispatcher to see where our trucks are located and how they are progressing on their route.

A phone call to the customer service center creates an electronic ticket sent to the dispatcher. The dispatcher reads the ticket, researches the situation using data from driver tablets, and determines who can best handle the issue. The dispatcher talks with the drivers and can “drag and drop” the electronic ticket onto the driver’s tablet; push-to-talk technology gives the dispatcher quick direct access to each driver.

Our operations specialists and dispatch teams work together to keep a watchful eye on multiple residential, commercial, and roll off services and routes daily so that they can easily troubleshoot issues if they arise. Every dispatcher or operation specialist can access the same information providing continuous seamless coverage if someone is on a break, or during an all-hands situation like an emergency or weather event.

The team’s collective goals are straightforward:
• Drive customer service satisfaction
• Streamline communications
• Support operations
• Increase efficiencies
Key functionalities include the ability to:
• Instantly view driver location, status, and route progress • “Drag and drop” electronic tickets
• Share and access on-route photographs from tablets (i.e., photos of blocked containers, etc.) • Reallocate portions of routes or a single collection from one driver to another This software allows route managers and dispatch staff to enhance overall efficiencies through:

7.1.d
Packet Pg. 560
The combination of onboard technologies investments and computerized dispatch enables WM to increase the effectiveness of our everyday operations and maximize our ability to quickly respond to customer needs.

A Fully Integrated Billing System
At WM, everything we do is about creating an outstanding experience for our customers. That is why we use the equipment and software that we do. The fully integrated capability of our system confirms that customer information is correct, and the overall customer experience is exceptional. For WM, our billing system is not just “back office” processing; it is the backbone of the customer’s experience.

WM utilizes Mid-America Systems (MAS) as our customer billing system. MAS software operates on an IBM iSeries AS400 Platform, running i5/OS version 7.1. It can be accessed through a secure, internet VPN-based connection 24 hours each day, 7 days a week.

WM’s Billing System Features and Benefits
Fully Integrated Billing. MAS integrates all billing, routing, and customer service information into one operating system. WM’s invoice format is based on extensive research, customer feedback, and field testing. Our invoices provide the opportunity to create custom billing inserts and messages that are tailor-made for Diamond Bar. For online customers, we post electronic versions of the inserts to their online invoice for a total “green” experience.

Reliability and Redundancy. We perform ongoing data quality assurance audits to confirm that all information is accurate and up to date. Our billing system data, like all our critical systems, are continuously backed up to reduce the risk of data loss.

Efficient Route Sequencing. Electronic route logs are generated from billing data every day to confirm service accuracy. These electronic records are downloaded to the drivers’ tablets nightly. New customers and customers with service level changes are placed at the top of the driver’s route screen to highlight the change in the driver’s route. Each customer is assigned a unique account number that

7.1.d
Packet Pg. 561
WM’s Billing System Features and Benefits
tracks detailed information, including contact information, size and quantity of containers, and service history. Route information is viewable in MAS.

Accurate Service. MAS connects seamlessly with our receivables processing system. Customers remit their payments to WM’s regional payment center. The payment is immediately processed so customer service representatives can access a customer’s account online and promptly respond to any billing questions.
24/7 Online Bill Pay Option. WM offers a safe, secure, convenient online bill paying system, allowing customers to pay their bill online, 24 hours a day, 7 days a week.

An Easy-to-Understand Monthly Invoice
To present our customers with accurate billing information in an easy-to-read format, WM redesigned our standard invoice template. Our new invoice remains fully compliant with governmental, contractual, and local requirements while also incorporating customer feedback. The most common customer request regarding our invoice was to make it easier to understand. To accomplish this, we simplified the invoice format, provided clear steps for all payment options, and include an explanation of common charges if applicable.

7.1.d
Packet Pg. 562

7.1.d
Packet Pg. 563
• Description of how the company measures customer service about the call center’s responsiveness and accuracy of responses, as well as the quality of collection service. Identify specific performance metrics or targets your company tracks.

Following is a synopsis of how WM measures our customer service call centers as well as the quality of collection services.

7.1.d
Packet Pg. 564
Measuring Customer Service
Regardless of how customers reach out to WM, it is essential that customers receive accurate information, immediate answers to their questions, and quick resolutions to their service requests. We accomplish this through preparing and training our customer experience team to be experts in your community and your contract.

Professional, Well-Trained Customer Service Representatives Our six-week onboarding training program, continual learning, and training opportunities allow us to lead the way in customer service and ensure that our CSRs are ready to support customers with professionalism and a customer-centric focus.

Right Information at the Right Time
Knowledge, our online database that allows a WM customer service representatives (CSRs) to pull up Residents-specific service information, service offerings, and rates within a matter of seconds.

Our Customer Experience Performance
WM utilizes key performance metrics and customer feedback to improve CSRs’ training, coaching, and call quality to enhance our customers’ experience. This invaluable data provides actionable insights which drive our decisions around the customer service journey.

Key Performance Metrics
Accountability through
Leader-led Monitoring
CSRs are monitored a minimum of four times per month. As part of that monitoring session, employees are evaluated on 72 talking points and scored on a scale of one to four. Leader-led monitoring sessions provide immediate feedback on call handling to foster an excellent customer experience.

Customer Service
Scorecard
Each CSR receives a monthly evaluation of individual performance with actions and opportunities to develop and improve. The Scorecard is balanced between quality, scheduled adherence, efficiency, and sales. The Scorecard is composed of four qualifying sections:
o Quality Assurance
o Resource Management
o Efficiency
o Qualitative Professional Development
Average Speed of Answer
(ASA)
We strive to answer customer calls as quickly and efficiently as possible. We monitor our performance by evaluating all callers' average answer speed in seconds.

Live Chat Response Rate We strive to answer each live chat as quickly as possible. We monitor our performance by evaluating our speed in responding to each incoming conversation.

Email Response Rate We strive to respond to all emails, even those received during non-operating hours, as quickly as possible.

7.1.d
Packet Pg. 565
Customer Experience Analytics: Voice of Our Customers Survey WM measures customer service through the Voice of Our Customers program which invites more than 100,000 unique customers to fill out our Voice of Our Customers survey every month to understand expectations, perceptions, and satisfaction points, and gain insight into areas for improvement. There is no better way to measure customer service than by your customer’s feedback.

The survey initially focuses on core questions related to the customer’s overall relationship with WM, then expands into targeted questions regarding the customer’s service experience with our company. This survey provides WM with unprecedented insights to develop proactive solutions to not only meet but exceed customer expectations every day. Below are some comments made by residents in Diamond Bar. • Identify the website that its customers use to obtain customer rates and service information, diversion services and requirements, and to submit inquiries or complaints. Provide website address.

Following is our customer website for Diamond Bar where you will be able to find city-specific service information, helpful resources, and recycling education.

Customer Website
24/7 Answers for Diamon Bar Residents – Any Time, Any Place, on Any Device
With over 60% of consumers preferring to conduct business online, providing solid waste information through a simple, easy-to-use website is an essential communication tool.

Diamond Bar’s residents and commercial customers have access to a local WM website (home.wm.com/diamond-bar) that is both easy to navigate and functional. Working in collaboration with your staff, we will continue to customize and update the website with meaningful service information, photos and resources that reflect the interests of Diamond Bar.

7.1.d
Packet Pg. 566
Using WM’s local website, your City’s residents and businesses will be able to easily and quickly find:
• City-specific service information – an overview of all WM services available including waste, recycling, yard waste, bulky items, and special collections, if applicable. This section also informs of where to place bins, collection times, and acceptable items. • Helpful resources – including information concerning holiday schedules, seasonal cleanups, or nearby drop-off sites. WM’s local website allows us to advise your City of special programs and services available only for Diamond Bar. Upcoming events (such as Christmas tree collection) can be promoted with a prominent banner ad located on the home page. • Recycling education – your City will have access to educational materials and resources available through WM’s Recycle Right campaign. Whether looking for recycling posters or activities, content is printer-friendly and ready to use.

WM’s local Diamond Bar website will also allow customers to take action through 24/7 self-service and account management functionality. Customers can:
• Initiate service or request additional services
• Schedule an empty and return (roll off customers only) • View pickup schedule and collection ETA
• Schedule an extra pickup or bulky item collection
• Request cart or container repair
• Sign up for autopay or make an online payment
• Enroll in paperless billing
• Edit account contact information

7.1.d
Packet Pg. 567
As an added convenience, WM staff will share access to our web content for cross-promotion on your website. Connecting directly to WM’s information will save Diamond Bar staff time and confirm your City continuously receives accurate and consistent information.

Answering questions, finding service information, and utilizing local services should be easy. WM’s local website will give your City the information and tools they need when they need them.

As an added convenience, WM staff will share access to our web content for cross-promotion on your website. Connecting directly to WM’s information will save Diamond Bar staff time and confirm your City continuously receives accurate and consistent information.

Answering questions, finding service information, and utilizing local services should be easy. WM’s local website will give your City the information and tools they need when they need them.

WM Technology Working for You

7.1.d
Packet Pg. 568
My WM Mobile App
Diamond Bar’s Businesses Can Manage Their Accounts Quickly and Securely WM has launched the all-new My WM Mobile App, empowering customers to enjoy a customizable experience throughout every stage of their service journey. The mobile app introduces a modern design and a variety of self-service capabilities that allow customers to conveniently manage their accounts in one place. To guarantee security, the app was built with the latest technology that enables facial recognition and fingerprint login.

With the My WM Mobile App, commercial and industrial customers can:
• View and manage service schedules and the ability to request services.
• Receive a heads-up on expected service dates.
• Follow roll off hauling trucks in real time, allowing adequate time to prepare for service.
• Make easy payment options using ApplePay or AutoPay along with Paperless Billing.

For a video tour of the new app, visit www.wm.com/us/en/my-wmmobile-app. The My WM Mobile App is available for either iOS (iTunes App Store) or Android (Google Play).

7.1.d
Packet Pg. 569
Provide an implementation schedule that demonstrates ability to implement the services in accordance with the service start date, including meeting equipment, personnel, administration, maintenance, and public education requirements.

Below is a transition plan demonstrating WM’s ability to implement the services required within the RFP.

WM Represents a Stress- and Worry-Free Transition
As the incumbent service provider, WM can offer Diamond Bar residents, staff, and elected officials a stress- and worry-free transition and implementation. We own our local facility and, along with our fleet of vehicles, equipment, and trained, dependable staff. We are already set up to provide the City with the high level of service its residents have come to know and expect, and the commercial sector will get to experience.

Benefits of Selecting WM:
• We are already the existing provider for residential collection, which means no “starting from scratch” challenges to disrupt the lives of your residents. • Our years of serving the City gives our team in-depth knowledge and insight about the community—We are already familiar with every street and every neighborhood. This means transitioning to service the commercial sector will not be unfamiliar to our team. • We are already have the customer account data and systems in place for the majority of your constituents to support a seamless transition.
• We have a superior service and safety record in the region—a standard of performance that the people in our service areas count on and deserve.
• We are driven to get it right the first time every time- Achieving 99.9% accuracy for all services provided to Diamond Bar residents in 2022. We look forward to providing the same stellar service to the commercial sector.
• You cannot fake commitment. The City of Diamond Bar can be assured that we will manage the contract implementation with the same care and attention that we have given it since day one.

Don’t take our word for it - We have a proven record to have successfully transitioned into the City of Chino Hills as the new residential and commercial service provider in July 2022. Our local team went above and beyond to execute the transition plan with a successful outcome.

Transition Plan for Diamond Bar
In the section that follows, we have outlined our approach to the most critical components of the new contract implementation, offering a seamless transition with no service day changes or disruption to residents and businesses.

While a “transition” may be minimal for the residential sector, since WM already services this sector, we want to make sure that residents are re-introduced to the new contract service offerings, and more importantly reenforce the SB 1383 recycling mandates.

Chino Hills – A Successful City Transition
20,000 Residential Customers
300 Commercial Customers
66,897 Carts Exchanged
796 Commercial Containers Exchanged
98% SB 1383 Compliance
100% Heart and Commitment

7.1.d
Packet Pg. 570
Successful transitions for WM mean that we take a multi-step collaborative approach in both the preparation and execution of the transition, involving City staff, the hauler transitioning out and our customers. Consistency is key and at each step we will hold regularly scheduled meetings and information sharing.

The “Welcome to WM” approach five steps: 1. Preparation and Planning, 2. Connecting with Customers,

3. New Services Rollout, 4. Service Delivery Optimization (SDO) and 5. Transition Completion.

STEP 1: Preparations and Planning
Up to 12 Months Before Service Start
A seamless transition starts with thorough preparation and planning. Immediately following the award of the franchise, WM’s local management team, Lily Quiroa, PSS Area Manager, Josh Goldman, PSS Manager, and Daniel Hernandez, District Manager, will begin meeting with City staff to review all aspects of the transition, including the timeline, outreach and education plan, and collateral materials as well as container orders, deliveries, and removals.

Container Delivery Planning
To prepare for the delivery of new containers and coordinate the removal of old containers, WM will prepare an updated listing of service levels by account or City facility immediately upon award to account for all current container needs. Once received, WM will begin the transition coordination process to ensure no customer or location goes without service or containers. WM will use the data provided in updating its new container orders and then use Site Assessment process in Step 3 to make visual confirmation of the existing service levels.

STEP 2: Connecting with Customers: Pre-Outreach and Education Up to 6 Months Before Service Start
As the incumbent provider, WM already has great working relationships with residents, and community groups. Under this proposal, WM would host three “Welcome” community workshops to launch our engagement efforts. City Liaison Josh Goldman, Recycling Representative Don Taylor-Stewart and new Environmental Coordinator will use these events to meet with residents, and community groups to provide workshops on new contract service offerings and recycling best practices.

Commercial Sector - For the commercial sector since it will be new to WM, we plan to host two dedicated workshops only for commercial businesses. At these workshops, we will review new contract service offerings and recycling best practices. Because we understand that our business community may not find time to attend these meetings, in addition to these workshops, WM plans to conduct in-person Site Assessments to verify existing levels of service, conduct a preliminary waste audit to identify service challenges and recycling/food rescue opportunities (if applicable) and update the container delivery plan accordingly.

WM has a team of about 50 fully trained Recycling Representatives that may be used to facilitate this “boots in the ground” Site Assessment.

Outreach and Education Collateral
To support our outreach and education programs in Diamond Bar, WM will utilize its internal marketing and communication team to create customized collateral to meet contractual obligations and present service information in a clear, engaging formats for all customer types. Beginning six months prior to the

7.1.d
Packet Pg. 571
start of new services, City Liaison Josh Goldman, will coordinate with City staff and WM’s marketing team to develop all necessary customer collateral to support the transition.

Local Website
As Diamond Bar’s existing provider, WM has already established local websites for residents (home.wm.com/diamond-bar) within its wm.com website. We will just need to add a business sector to the existing one. These sites shall serve as a centralized resource for service implementation information and recycling resources. Once the transition is underway and pre-outreach launches, customers will be able to review service offerings, live chat with customer service representatives, request services via selfservice options, and check and modify current service offerings.

Community Events, Workshops and Partnerships
To engage the community and provide immediate responses to questions and comments, WM proposes to host community events and workshops, live or virtually. Throughout the contract’s life, WM offers to host educational booths through the various City community events. Following are some organizations that WM is very involved in locally:
• Diamond Bar Community Foundation.
• Friends of the Diamond Bar Library
• Walnut-Diamond Bar Sheriff’s Booster Club –
(Your contract liaison, Josh Goldman will be
joining the board later this year)
Coordinate meetings with existing groups like
HOAs, Sr. Centers, library events. Additionally, WM will continue to its leverage its partnership with Diamond Bar Chamber of Commerce, and other community groups to utilize their events and communications channels to connect with residents and businesses regarding the transition.

STEP 3: New Services Rollout
Up to 90 Days Before Service Start
The service rollout is twofold: Addressing the scope of service changes with residential, multifamily, and business customers and City facility locations.

Welcome Guide (Annual Notice)
With customers continuing to be serviced by WM, we would distribute a Welcome Guide that includes their updated services and amenities, container options, rate structure, and collection schedule.

Residential customers will also be advised that if they would like to change their current level of service (cart size, numbers of carts needed) they will be given a deadline when to communicate their desired service level change.

Commercial and multifamily customers will also receive a “Welcome Guide” to introduce WM services and amenities, container options, and rate structure. A note will be added that Recycling Representatives are available to provide recycling training and conduct in-person site visits to address any questions and/or concerns.

7.1.d
Packet Pg. 572
Commercial, Multifamily, and City Facility Site Assessments Site assessments are a critical component to ensure a seamless transition. At this mid-point, WM’s Recycling Representatives and City Liaison Josh Goldman will meet with City staff to provide an update on the site assessments, review any issues encountered in the field. The goal at this point, is to ensure that by the time container delivery is scheduled, the team has a plan in place to have commercial and multifamily accounts meeting recycling requirements and City will be SB 1383 compliant by the start of the contract.

Container Delivery
Residential Container Delivery
With extensive transition experience, WM knows how to deploy the right number of resources to deliver and remove containers. We will prepare a container delivery and removal schedule for approval by the City. Once the plan is approved, an interactive map will be created and uploaded on the local WMDiamond Bar website, where a customer can input their address and the map will show the date their cart will be exchanged. The container delivery schedule shall also be mailed or emailed to customers as a part of our initial annual notice. Additionally, the schedule shall be shared via social media, the City website, to ensure all customers have visibility of the timeline. Residential customers shall have their carts delivered on their service day to allow for existing carts to be serviced and removed.

Based on our most recent experience, we highly recommend that the residential community cart exchange is conducted in multiple phases to minimize service disruption and confusion with residents.

Commercial and City Facility Container Delivery
For commercial and multifamily customers, WM will work closely with the outgoing hauler to coordinate that the delivery of the container occurs same day as the removal to avoid service disruption. Commercial container transitions are planned to begin at least thirty (30) days before the start of the contract, September 2025. WM would use a similar approach to validate and transition carts, bins, and roll-off containers at City facilities.

STEP 4: Implementation & Service Delivery Optimization (SDO) – Within the First 90 Days After Service Start
Service Delivery Optimization (SDO) is focused on adjusting routing, service levels, container sizes and quantities to meet customer needs.

Beginning September 1, 2025, WM would begin to provide the new contract services to residential, multifamily, and commercial customers as well as City facilities. During the first 90 days, Route managers and Recycling Representatives will spend the majority of the day in the field personally addressing customer concerns. WM will also hold daily check-ins with assigned City staff.

For the first two weeks of the start of the new contract, WM will have a dedicated “Implementation Team” that will compose route management. Staff will be brought in from surrounding districts to provide in-field support, specifically to conduct site audits to ensure that routes are being completed. This provides ample time, specifically for commercial drivers, to become familiar with the new commercial routes.

STEP 5: Transition Completion: Assessment & Next Steps
After the First 90 Days After Service Start
Ongoing Service Delivery Management
Following the first 90 days of service, WM will move from service implementation to ongoing management and maintenance.

7.1.d
Packet Pg. 573
For commercial and multifamily customers beginning service after September 1, 2025, or who did not participate in a waste assessment, the Recycling Representatives, will continue to conduct site visits and waste audits, engaging with customers, right-sizing service levels and identifying opportunity for greater diversion and contamination reduction.

Assessment, Transition Report and Next Steps
Following the conclusion of the transition, City Liaison Josh Goldman will meet with City staff to review and assess the transition process. At the City’s discretion, WM can prepare a report and presentation covering the results of the transition, including final customer counts, containers delivered, assessments completed, diversion improvement opportunities identified and provide a preview of the new diversion programs to be rolled out throughout the first year of service.

Key Implementation Tasks and Timeline
This Implementation Plan will be revised with more specific dates once we meet and review with City staff.

Tasks Start Date
Notice of award January 2024
Development of Transition Checklist Immediately Upon Award WM Transition Team- Begins project management calls/meetings to confirm milestones
Q2/Q3 2024- Kick off discussion with
Implementation tasks and schedule
Transition Meeting with City Staff Q4 2024- Kick off discussion with City and confirm Implementation tasks and schedule
Start City Staff Implementation Meetings January 2025
Start Transition Team Bi-weekly project management meetings January 2025 Start Transition Team weekly project management meetings May 2025 Carts and Containers
Development and Residents-approval of all cart/container graphics/labels Q2 2024 Procurement of cart inventory Q3 2024
Finalize Cart Delivery Plan with City - removal, assembly, delivery, staging, and schedule
Q2 2025
Create Interactive Map of Container Deliver for Customers to access on our website and city’s
May 2025
Conduct cart and container transition for commercial customers July-August 2025 Residential approved staging for Carts, delivery (this will be done in phases to minimize residential service disruptions)
June-August 2025
Trucks
Get Diamond Bar designated collection vehicles ready to service City Q1 2025 Develop and seek approval of contract-specific truck signage Q1 2025 Conduct pre-implementation vehicle and onboard computer testing Q2 2025

7.1.d
Packet Pg. 574
Tasks Start Date
Facilities
Ensure all disposal & processing facilities are ready for new contract responsibilities
Q2 2025
Routing
Develop routes using existing routes where possible (Commercial) Q2 2025 Finalize routing plan. Review with City staff July 2025 Route field-testing (prior to go-live) August 2025
Creation of final route maps August 2025
Staffing
Conduct driver recruitment, interviews, and screening Q1/Q2 2025 Conduct classroom-based driver training and onboarding Q2 2025 Conduct field-based driver training Q2 2025
Recruitment and training of Sustainability Representatives Q1 2025 Data and Billing
Coordinate and conduct data transfers with outgoing service provider Q1 2025 Coordinate and conduct data transfers with outgoing service provider- provide updated list of any closed/new accounts
June 2025
Audit and verify data accuracy, upload to MAS, and assign WM account numbers, and if applicable link each account to its respective Residentsaccount number June 2025
Request and established codes for all services May 2025 Develop comprehensive contract compliance checklist for contract implementation
May 2025
Establish reporting process and template in accordance with contract specifications
May 2025
Review all updates to wm.com and Residents website for accuracy and compliance with contract terms and maximize cross-promotion August 2025
Customer Service
Update Knowledge to reflect new services August 2025
Review and approve Knowledge with all key departments August 2025 Upload all transition public education materials to Knowledge for CSRs’ reference
August 2025
Develop detailed new contract curriculum May 2025
Management conducts pre-implementation training July/August 2025 Management conducts small group CSR training with emphasis on new contract terms and new services
July/August 2025

7.1.d
Packet Pg. 575
Tasks Start Date
New Knowledge content goes live September 2025
Communication with Diamond Bar
Present implementation plan, programs, services, and timeline to City Staff Q12025 Design and obtain approval of all communication material outlined in proposal/Agreement
Q2 2025
Communication with Residents and Commercial Customers
Continually update wm.com with key service info July- ongoing through life of contract Conduct commercial/multifamily site visits, offer services to get Commercial Customer meet compliance mandates
Q2 2025- on going through life of contract
Develop Non-Compliance Notice to mail to Commercial Customers Q3 2025 Service Recipient Personnel/Tenant Outreach and Training Q3 2025- on going through life of contract Develop Comprehensive Service Guides/Welcome Packets – all customersincludes development of SB 1383 material Q1 2025 Distribute customer “Comprehensive Welcome Packet” with new carts Same schedule as cart and bin delivery
described above
Create WM local website for City of Diamond Bar customers Q2 2025 UpdateWM-Diamond Bar webpage with new Welcome Packet materials, new service information, and transition announcements, including interactive map May 2025
Ensure all customer self-service features (wm.com, Digitization, etc.) are lined up to shift to new contract on September 1,2025
August 2025
Conduct Residential (minimum 3) and Commercial Workshops (minimum 2 in addition to site visits) meetings to distribute educational materials and allow community an opportunity to ask questions
Q2/Q3 2025
Until City staff comfortable transition is
successful
Pitch press releases with new contract start date, new programs, and other important transition information
August 2025
Highlights of Key Tasks to Support a Seamless Transition:

Implementation Meetings, Coordination, and Course Correction WM’s transition team will meet weekly throughout planning and implementation. At the onset, these meetings will include our regional team of experts. As the contract start date approaches, the local district operations team will meet daily to review the most critical components of service delivery. Our team is committed to keeping Diamond Bar informed of our implementation progress, and we will ask for your feedback as we customize our transition efforts to reflect the needs of your community. For example, if a proposed communication or outreach method is not working or does not make sense, we are not afraid to scratch the idea and discuss an alternative. From the onset of our transition, we propose meeting with Diamond Bar staff regularly to review key implementation milestones, our progress, and any proposed changes. We can start with monthly meetings initially, and increase the frequency, if needed. In addition to our internal meetings and meetings with staff, it is important for us to coordinate closely with your outgoing service provider. From our experience, the outgoing service provider has been cooperative and helpful during contract transitions, and we often make their exit easier and more efficient. We will

7.1.d
Packet Pg. 576
coordinate with them on the removal of their carts and containers and commercial customer data exchanges.

Driver Screening, Hiring, and Training
As the current service provider, we already have the majority of our drivers in place, and already familiar with your City. Any new driver hired to support the commercial sector will go through WM’s onboarding and training. Qualified driver applicants must undergo a comprehensive background check, fingerprinting, and drug testing before joining our team. At WM, new drivers participate in more than 80 hours of classroom and in-field new hire training – regardless of prior, relevant experience. Prior to a new contract, all drivers assigned to Diamond Bar will receive contract-specific training that includes a review of our implementation education efforts, materials, and resources, as well as information regarding Diamond Bar’s unique service requirements, collection offerings, and contractual requirements.

Route Development
Again, Diamond Bar’s residential routes are already in place. Commercial routing will take into account current routing to minimize changes. All WM routes are developed using our proprietary routing software, eRouteLogistics®, to minimize customer impact and maximize safety and efficiency. New routes will be street-tested and adjusted by our route managers prior to finalization.

Contingency Planning
Our longstanding supplier relationships, smart technologies, and our regional network of equipment and personnel make it possible to carry on with collections should a delay or unexpected event occur during a new contract implementation. Key contingency plans address:
• Staffing. Additional route management staff will be brought in from surrounding districts to provide in-field support during our implementation period. New drivers hired to serve Diamond Bar will have completed their six-week training at least two weeks prior to our start date. Our staffing plan includes personnel to fill in for employees who are sick, on vacation, in training, or to provide extra help due to spikes in collection volume.
• Collection Vehicles. Diamond Bar collection vehicles will be inspected and prepared for service.

Each of our districts across the nation maintains a spare ratio of 15%, allowing us to draw from our existing fleet of backup collection vehicles if needed. • Cart and Containers. We build in a 30-day buffer between when equipment begins to arrive and when we start customer deliveries. Our selected suppliers have multiple manufacturing locations, and our order can be reassigned to a backup facility should the primary production facility experience a delay. Additionally, we will stock a surplus of carts and containers during the implementation period to accommodate a spike in new customer sign-ups or service level shifts. • Customer Service. Our online customer database, Knowledge, is accessible to our CSRs across the nation, enabling us to enlist backup support from other regional centers in the event we receive a major spike in call volume for any reason, at any time.

Cart and Container Deliveries
Diamond Bar residential and/or commercial customer will receive a cart or container prior to their first scheduled collection day under the new contract. Cart deliveries may be spread out over the course of 30 days. Three (3) months before the start of the contract, we will educate customers on the benefits of cartbased collection, available cart sizes, and key cart delivery dates. Information will be communicated at community meetings and through direct mail, out-dials, local media, and social media outlets. At this time,

7.1.d
Packet Pg. 577
customers will also be notified of the final date they may request a change to their cart size and their options for disposing of existing carts, bins, or cans.

Similarly, commercial customers will also receive outreach regarding the delivery of carts and containers as applicable, when to expect them and how to modify service levels.

WM will be using our vendor FleetGenius Services, a proud partner of WM for over 15 years. FleetGenius has 25 years of experience and transitioned most of the cities in Southern CA to new automated containers, and many across the entire country.

FleetGenius will support the local WM operations team by delivering the containers to Diamond Bar residents and commercial customers.

FleetGenius Services is an industry leader through its use of propriety software to digitally capture notes, photographs, and geocoding for all cart deliveries. Our goal is to eliminate any opportunity for customer disruption and achieve a seamless transition.

Working with FleetGenius, we will take the following steps to make sure the proper cart(s) and bins(s) are delivered to each customer:
• Acquire conveniently located cart delivery staging area(s) to maximize our ability to deliver all carts and bins.
o We will work with City staff to ensure that the staging areas as pre-approved. • We will produce an easy-to-read interactive map for residents to confirm their scheduled delivery timeframe.
• Any discrepancies in planned versus actual delivery will be noted by the delivery crew and resolved daily by route management.

7.1.d
Packet Pg. 578
Proposer shall provide an AB 341, AB 1826, and SB 1383 implementation plan detailing planned tasks, procedures, and schedule to ensure the City’s compliance with AB 341, AB 1826, and SB 1383.

The plan should address the following requirements.

A description of proposer’s public education and outreach plans that comply with all CalRecycle requirements for Outreach and Education, Monitoring and Reporting, and Performance Standards and other applicable regulations.

The plan shall include, at a minimum, the following components:
• Timeline
• Description of all proposed activities
• Description of all proposed printed materials and electronic content • Examples of materials and content the proposer has developed for other jurisdictions (proposer may include materials as an attachment or provide images of the material within the proposal text). • Description of labels to be attached to containers that clearly indicate the accepted and prohibitive materials to be placed in containers. Labels shall comply with CalRecycle guidelines for labeling/signage. • Proposed continued outreach efforts to increase participation in recycling and organics programs, including use of direct mail, community workshops, development of how-to videos, dedicated website, community events, school outreach, etc. • Proposed contamination monitoring procedures including performing route reviews and or waste evaluations.

WM is fully prepared to assist the City of Diamond Bar in meeting the State of California Senate Bill 1383 (SB 1383) requirements. SB 1383 introduces significant changes to commercial, multifamily, and residential solid waste collection services. At WM, our subject matter experts researched these new requirements early on to best position our services to offer our residential and commercial customers efficient, innovative, and solution-driven SB 1383-compliant programs. We created a comprehensive plan detailing planned tasks, procedures, and schedule to help you meet jurisdictional responsibilities, assist with capacity planning, drive, diversion goals, and provide the support desired to comply with SB 1383, as well as AB 341 and AB 1826.
• Timeline
A representative timeline is provided on pages 99-103.
• Description of all proposed activities
• Description of all proposed printed materials and electronic content • Examples of materials and content the proposer has developed for other jurisdictions (proposer may include materials as an attachment or provide images of the material within the proposal text).

7.1.d
Packet Pg. 579
Targeted and Multifaceted Implementation and Monitoring Plan WM wholly intends to help the City of Diamond Bar achieve full compliance with AB 341, AB 1826, and SB 1383 including all requirements as per the Draft Franchise Agreement throughout the life of the Contract.

SB 1383 is changing the way we manage solid waste and recycling, and WM recognizes that a targeted and multifaceted Implementation and Monitoring Plan is required to ensure a robust and sustainable recycling, organics, and overall diversion program in the City of Diamond Bar. Our plan focuses on three key areas:
• Targeted Education & Outreach for All Sectors
• Integrated Route Audit and Contamination Monitoring Program to Drive Behavior Change • Holistic Data Monitoring and Reporting to Monitor Progress and Drive Continuous Improvement Additionally, our plan is supported by our dedicated SB 1383 Regulatory Team, who provides an additional level of support to the City of Diamond Bar during their implementation journey. SB 1383 has drastically changed the industry in California. Because of the complexity of the new requirements and the importance of achieving compliance, we put together a dedicated SB 1383 Regulatory team to help guide us through the process. This team has worked directly with CalRecycle as well as with dozens of jurisdictions throughout the State of California helping to simplify SB 1383 implementation. They specialize in policy, regulatory compliance, SB 1383 program development and reporting. They will monitor SB 1383 requirements, overall compliance trends and changes directed by Cal Recycle and will meet regularly with the City of Diamond Bar team to review progress and advise on emerging issues and challenges.

Meet the Team! Your local Diamond Bar team is backed by our dedicated SB 1383 Regulatory Team to help Diamond Bar every step of the way.

Alex Oseguera, Director, Government Affairs
With more than 30 years of extensive experience in the environmental services industry and in public policy, Alex helps define WM’s statewide strategy for SB 1383 compliance.

Brian Bowen, Senior Regulatory Manager
Brian has over 40 years of experience providing data-driven solutions to the industry’s complex operations and environmental issues and working with the regulatory community.

Stephen Moreno, SB 1383 Consultant
Steven is a process, analysis, and program management veteran focusing on the regulatory compliance and reporting requirements of SB 1383 for jurisdictions and WM operations.

7.1.d
Packet Pg. 580
Katy Wong, Marketing Project Manager
With nearly 15 years of experience in the public education and outreach realm, Katy supports WM’s integrated SB 1838 Dashboard, coordinates internal training and facilitates new tools, processes, and resources to help WM Reps and customers comply with SB 1383.

WM is electing the standard basis as opposed to the performance-based method to comply with SB 1383. After implementing our recycling compliance plan and allowing a few years to monitor results, WM can work with City to decide whether switching to performance-based method makes sense for the City and overall compliance goals.

Targeted Education and Outreach for All Sectors
SB 1383 requires jurisdictions to provide organic waste recycling to all residents and businesses.

Organics recycling is new to many businesses and residents, and recycling education and contamination minimization continues to be a focus, so it is essential that WM provides a comprehensive, ongoing education and outreach program to raise awareness and drive the right behavior. WM is excited to continue working with the City of Diamond Bar to implement a data-based, community-focused outreach and education campaign designed for your community over the entire term of the contract.

A comprehensive education and outreach campaign is required early on to attain the desired recycling behavior and knowledge base among Diamond Bar residents and businesses. Today, people rely on various forms of communication to get the most up-to-date information. That is why we have many different methods of connecting with our customers which all share a common goal - to provide clear, concise, and relevant service and educational information.

The following pages will discuss in detail our AB 341, AB 1826, and SB 1383 outreach plan and timeline, which is designed to ensure continued compliance for the City. This plan will build on our Transition Plan and go into further description of the ongoing education outreach efforts and processes that will occur throughout the course of the Agreement. WM will work cooperatively with the City to monitor the effectiveness of existing public education and outreach programs and identify and develop new outreach as necessary to meet diversion targets.

Following is our Diamond Bar flyer discussing Residential Organics Recycling.

7.1.d
Packet Pg. 581

7.1.d
Packet Pg. 582

7.1.d
Packet Pg. 583
Outreach Plan and Timeline
Program Details
RESIDENTIAL, MULTIFAMILY, and COMMERCIAL
Dedicated
Representative
Exclusive to Diamond
Bar
(Available from Day One)
WM will hire a dedicated TBD Recycling and Sustainability Manager (RSM) that will join the existing Diamond Bar WM team to assist and carry out education and outreach for residential, multifamily, and commercial customers. The TBD Recycling and Sustainability Manager will also assist with City facility compliance, as well as assist with public events and community workshops.

Comprehensive Service
Guide and Welcome
Packet
(Annually mailed to
customers)
WM’s Welcome Packet, or Comprehensive Service Guide, will be available in print and electronic form for each customer type and will include WM’s collection procedure summary and services. This includes but is not limited to how-to’s for container collection, information on the service program, like the large item collection program, At Your Door Program (household hazardous waste curbside collection program), Sharps Mail Back Program, holiday collection schedules, recycling/composting guidelines, waste prevention tips, and Customer Service contact information. In addition, these packets will include information on pertinent laws to the customer type such as AB 341, AB 1826, AB 827, and SB 1383.

In addition to mailing out to customers, the Comprehensive Guideline will be located on the WM local Diamond Bar website throughout the life of the Contract.

Community Workshops
(Bi-annual)
The WM TBD Recycling and Sustainability Manager will host community workshops to discuss recycling programs and services and offer an opportunity for customers to have an in-person Q&A. These workshops will cover State mandates, recycling programs, and key WM services and information.

The workshops will be as many as needed through the start of the contract. We commit to bi-annual meetings throughout the life of the Contract to continue to support recycling efforts.

In addition to City workshops, we will look for opportunities to work with the following groups to re-enforce recycling practices and programs.

Chamber, Civic Group Presentations WM will reach out to the local Chamber of Commerce and service organizations to work with these organizations to complete presentations to the business community about available services and programs, education around state mandates (AB 341, AB1826, SB 1383) as well as the benefits of recycling services.

HOAs/Property Manager Meetings: Rosemead’s Recycling and Sustainability Manager will attend HOA meetings and tenant meetings to provide recycling presentations.

Educational Institutions: WM will coordinate efforts with School Districts to ensure that parents and students have access to service guides and recycling program information. WM will also offer to attend recycling focused assemblies and participate at school events where our team can host an education booth.

Educational Fliers
(Quarterly distribution)
Easily Accessible Online
WM currently has multiple recycling fliers, food waste recycling fliers, and informational fliers that address current State mandates. To further add to our library of resources, WM will create new and updated educational flyers, which will include SB 1383. These flyers will provide meaningful information, graphics, and details on how to participate and comply with State mandates and recycling programs. It will include information about edible food recovery and donation.

These flyers will be distributed quarterly electronically or mailed to customers and will also be available on the Diamond Bar’s WM dedicated website for each customer type throughout the life of the Contract. All written communication material will be in English, Spanish, Korean and Mandarin Pro How-to Videos
(Ongoing)
WM will produce how-to videos to educate customers on how to recycle right and participate in the organics recycling program.

7.1.d
Packet Pg. 584
Program Details
RESIDENTIAL, MULTIFAMILY, and COMMERCIAL
We are projecting to have these videos ready to circulate by start of contract and create various videos to address relevant topics to support good recycling habits through the life of the Contract.

Right Size Containers/
Commercial bins
Our WM Smart Truck® Program can monitor every stop and the entire contents of each container day in and day out – not just what is visible on top, only once a year as required by the regulations. By auditing daily, and providing targeted customer education, we can help keep waste streams clean and ensure customers have the right level of service.

WM TBD Recycling and Sustainability Manager can work with these customers individually to ensure that they have the proper service level to minimize contamination and increase recycling efforts, as well as train staff to manage the waste accordingly to minimize these issues.

Multifamily Outreach- We will work closely with HOA’s, Property Management representatives to outreach directly to tenants through meetings, use of the property’s communication channels like newsletters, email system to ensure that proper recycling communication gets to tenants.

SB 1383 Route
Audits/Cart Monitoring
(Ongoing)
With WM’s Smart TruckSM Program, compliance with route monitoring requirements is made easy. Our program has been confirmed with CalRecycle to comply with SB 1383 requirements by auditing containers for contamination and providing personalized, educational feedback to residents. It also provides the information and insights needed for simple reporting to CalRecycle and the continuous refinement of your community’s successful diversion strategy.

Route review plans will be created and approved by the City annually.

Data collected will allow opportunities to identify sections of the City that may require additional education and outreach to the specified routes. A specific outreach plan can be created to address these areas of concern to improve recycling efforts.

Container Monitoring Notices:

Customers will be notified if the cart is identified as contaminated, overfilled, or containing unacceptable waste. The program highlights multiple educational opportunities before right sizing the level of services and/or contamination fees are incurred.

Correspondence to customer will contain the following information:
• A listing of reasons why materials were left or will be left in the future. • A listing of materials that are acceptable.
• A listing of materials that are not acceptable.
• Customer Service contact information.
• Explanation next steps if contamination continues.

Multiple Notices: Recycling and Sustainability Manager will contact customer to provide technical system to prevent incidents.

Waste Evaluation
Studies
(As needed)
WM is offering the City of Diamond Bar waste evaluations for their residential and commercial waste streams. This will ensure we continuously track diversion progress and monitor contamination levels throughout the City.

Reports
(Ongoing)
WM will submit the monthly, quarterly, and annual reports as required in the Franchise Agreement and CalRecycle.

In addition, we will make ourselves available to assist with any additional information required by CalRecycle.

Website and Social
Media
WM uses digital and social media platforms to inform customers about our services, recycling and food waste recycling programs, and community events. As mentioned, WM will continue to support and update the WM Diamond

7.1.d
Packet Pg. 585
Program Details
RESIDENTIAL, MULTIFAMILY, and COMMERCIAL
(Ongoing) Bar website which will have the most up-to-date information on services, events, and programs. The website will offer customers the ability to add new services or request changes to existing services, manage billing, interact with a CSR via live chat or email. Additionally, the website will contain a plethora of information about AB 939, AB 341, AB 1826, and SB 1383, as well as our program services and tips for recycling right. WM will work with City staff and our Southern California Communications Team to manage our social media posts and website updates.

Event Education
WM’s Diamond Bar dedicated local team will host recycling and food waste recycling informational booth at) community events each year.

The Sustainability Compliance Representatives will provide educational materials to those who attend.

Program Details
MULTIFAMILY and COMMERCIAL- Further Compliance Efforts
Notices of noncompliance Quarterly
(Quarterly)
WM will send multifamily and commercial accounts notices on a quarterly bases advising them that they need to be in compliance with state recycling mandates. Notices will have information regarding the recycling mandates, contact information of Sustainability Compliance Representative for a free waste audit assistance to get in compliance.

Annual Site Visits
/Waste Audits
Assistance with Waivers
(Quarterly)
Accounts that are in compliance with SB 1383, the focus will transition to proper recycling education, ensuring that customers have recycling information and, training material for employees to ensure proper recycling is taking place.

Accounts that are non-compliant: Focus will be to work with customers to get them in compliance with recycling mandates. WM will conduct waste audits to develop a proposed recycling program to get customers in compliance.

We will also provide training and education material for a successful recycling program.

Assistance with Waivers: If customers provide information that they have established a third party program or are self-hauling, WM will assist the City to gather documentation of these internal programs, including edible food donations.

Program Details

COMMERCIAL SECTOR
Edible Food Recovery
and Donation
(Ongoing)
As part of SB 1383 requirements, jurisdictions are required to educate constituents about food recovery to help achieve the State-wide goal of 20% edible food recovery. To assist the City in this feat, WM will create customized educational materials that highlight how and where the Diamond Bar community can participate in edible food recovery and donation.

WM TBD Recycling and Sustainability Manager can serve as liaison between the commercial customers and identified food recovery organizations to support a successful food recovery program in Diamond Bar.

7.1.d
Packet Pg. 586
Program Details

COMMERCIAL SECTOR
Industrial Sector
(Ongoing)
Construction & Demolition Waste. All New Construction Accounts have access to our Builders Direct Program. This program is tailored to meet the needs of all contractors offering DART Reporting (diversion reporting). A representative will be able to provide guidance to the contractor to ensure material is being diverted.

Source-Separated Collection WM will provide multiple containers on large job sites to enable developer/contractors to source-separate materials. Job sites with limited space might also source-separate material using containers phased to match the construction progress, i.e., rock, inerts, concrete & wood for demolition and flatwork phases, wood for framing phases, plastics & metals for plumbing, electrical & ducting phases, drywall for wall phases, carpet remnants, cardboard for HVAC, appliance, and finish phases.

Mixed C&D Processing WM will provide containers for mixed construction and demolition roll-off processing.

Support City Facilities
(Ongoing)
Audit City Facilities: At the start of the contract, WM’s Recycling and Sustainability Manager will work with appropriate City staff to understand each facility waste collection needs- ensure that all facilities are set up for recycling and organic diversion.

Training Staff: WM will offer training to City staff that are primarily responsible handling city’s waste, including contracted janitorial service.

Training Code Enforcement Staff and Staff interacts with Business Community: WM will work with these departments to ensure that staff is aware of the service programs, State recycling mandates so this can be communicated to residents and the business community.

Education Material: Recycling Education Visuals will be provided to all facilities to help City staff recycle properly.

Incentive Programs
(Ongoing)
Residential Recycling Rewards Program Annually in celebration of America Recycles Day - WM will work with city staff to recognize a residential customer at a council meeting for being a model citizen by Recycling Right. WM will provide a gift along with a Recycling All Star Certificate Commercial Recycling Rewards Program Annually in celebration of America Recycles Day - WM will work with city staff to recognize a commercial customer at a council meeting for being a model business owner by Recycling Right. WM will provide a gift basket along with a Recycling All Star Certificate Food Recovery Program WM will work to coordinate an incentive program to recognize commercial customers who select to work with local food recovery organizations.

7.1.d
Packet Pg. 587
Program Details

COMMERCIAL SECTOR
Additional WM Education
Tools
(Ongoing)
Residential & Commercial Invoice Inserts Bill inserts provide a simple and effective method to educate residents and commercial customers about service changes, recycling and sustainability programs, and/or other important information.

Marketing Resources WM will distribute video and images (social media education posts) geared towards residential and commercial customers to inform regarding special programs, recycling initiatives such as AB341. AB1826 and SB 1383 for city staff to incorporate in its traditional and social media platforms.

Social Media WM will use its presence on social media (Facebook, Twitter, and Instagram) to provide real-time information about our local operations, enhance community conversations, promote recycling and engage more directly with customers and community organizations to address their questions.

Recycle Right WM will use this site to educate residents, multifamily, and commercial businesses on important recycling topics, and to offer tools, such as posters, recycling fact sheets and videos that can be used to support recycling practices. WM will use https://www.wm.com/us/en/recycle-right to educate the community about the changing world of recycling, industry news and trends.

Education Material at City Facilities WM will make available copies of collateral material created for city staff distribution at city facilities for both residential and commercial customers. Material will provide information regarding state recycling mandates, recycling services offered, and C&D recycling information.

Focusing on Commercial and Multifamily Sectors for Compliance Approach Following is the standardized approach that will be taken for identifying, communicating with customers, and preparing a recycling and food waste recycling diversion plan for each business:

Generator Identification: WM will utilize our proprietary SB 1383 Dashboard to manage customer compliance. Our Dashboard aggregates key data points from various systems, including customer service levels, any waivers or forms previously obtained, or other mitigating compliance factors, like an internal third-party recycling program for one holistic view of customer compliance with recycling and organics mandates. Annually and at the start of each year WM will export and provide a list of customers without recycling and/or organics service.

Compliance Notification: A City approved letter will be mailed to non-compliant customers informing them of their need to comply with State regulations. The letter will include education material regarding the regulations and provide information how WM can assist customer to become compliant.

Customer Responses: Non- compliant customers will be contacted throughout the year by phone, followed by written correspondence in the form of an email or letter to inform them of their need to comply.

Customers who respond, their current service levels will be confirmed, and we will coordinate a meeting with the key decision-maker for an in-person site visit and food waste recycling training.

Customers identified to have an internal third-party recycling program: a site visit will be conducted to confirm full participation in the program and to assess if further training or education is needed. We will also provide forms to track recycling volume to submit to City for diversion credit.

Site Visits: Customers’ waste streams will be audited to estimate solid waste, recyclable material, and organics materials generated. The waste characterization summary will be used to recommend service levels and frequencies and provide the associated costs. WM’s TBD Recycling and Sustainability Manager will work

7.1.d
Packet Pg. 588
to coordinate adjusting each customer’s account to update service schedule, billing and coordinate the drop of cart/bins.

The information will be gathered in a pre-approved format and will be made readily available for City’s review, if requested.

If a customer has an internal or back-hauling program, the WM Sustainability Compliance Representative will document and verify that the program is comprehensive and achieves full compliance and will provide documentation to City staff to obtain approval and assist with obtaining the third-party tonnage for reporting and diversion credit purposes.

Customer information will be provided to the City in a pre-approved format for any identified third-party recycling programs.

All outreach activity is tracked and reported via our SB 1383 Dashboard.

In addition to Diamond Bar’s dedicated team, WM employs a team of over 50 Recycling Education Reps who can be leveraged to provide site visits and additional outreach, as needed.

AB 827 Compliance: During these site visits, food establishment will also be provided information regarding AB 827, CalRecycle’s website and WM’s education website will be included where they can obtain the posters and signs required to comply.

Waiver Assistance: For customers identified as meeting the requirements for a de minimis or physical space constraint waiver, the information would be shared with the City in pre-approved waiver format for the City’s approval. These waivers will be reviewed every five years.

Training On-going in-person recycling and food waste recycling trainings will be offered to commercial and multifamily customers to ensure a sustainable and successful program.

The training typically does not take more than 20 minutes and it allows for property managers and staff to receive hands-on information about State and/or local mandates, learn about WM’s recycling and/or organics program, understand best practices for source separating materials, and ask questions directly to the WM Sustainability Compliance Representative.

Customer will be contacted a month later to review the progress and WM will provide any additional recycling education material or training needed.

Training will be offered to customers identified as having continuous contamination and container overage incidents.

Additional Resources All customers will have access to the WM Diamond Bar local website, which will showcase information specifically tailored to commercial and multifamily customers. It will feature information on State and/or local mandates, WM diversion programs, local edible food recovery resources, FAQs, and a form that allows customers to request technical assistance and connect with the Sustainability Compliance Representative. The website will also have a link to WM informative how-to videos which can be used in training sessions.

7.1.d
Packet Pg. 589
Residential Compliance Outreach
In addition to the education and
outreach efforts as described above
and in the chart from the previous
pages, WM will continue SB 1383
residential outreach annually. This
outreach material will provide
educational information about SB
1383 and meaningful graphics
which show how to participate in the
program. In addition, the WM
Recycling and Sustainability
Manager will continue to host
community workshops to provide
program information, highlight
sustainable at-home best practices,
and answer questions. By utilizing
the WM Smart Truck® program
along with data collected in the SB
1383 Dashboard, WM can identify
customers and routes with repeated
incidents of contamination and will
be able to provide them with
additional outreach. This additional,
target outreach will include
additional flyers and educational
materials and working with localized
community groups that can help
with outreach efforts.

7.1.d
Packet Pg. 590
Public Education Materials for all of Diamond Bar Stakeholders and Services We already have many professional education materials customized for the City of Diamond Bar that will be updated for new contract terms and service enhancements. Additionally, we have the in-house capabilities, including graphic designers and copywriters, to continually create fresh, new materials to meet the evolving education and outreach needs of City as well as City of Diamond Bar’s residents and businesses.

Transcreated Materials
WM is a leader in providing culturally
appropriate recycling education. We
transcreate educational materials by delving
into a culture, finding relevant products and
symbols, then creating unique materials. We
have recycling and organics guidelines
transcreated in multiple languages. All of
Diamond Bar’s outreach materials will be in
Spanish, Korean and Mandarin.

7.1.d
Packet Pg. 591

7.1.d
Packet Pg. 592
• Description of labels to be attached to containers that clearly indicate the accepted and prohibitive materials to be placed in containers. Labels shall comply with CalRecycle guidelines for labeling/signage.

Container Labels:

Upon award of the Contract, WM will immediately begin designing the labels to be located on the inside of the cart lid for residential carts and on the front side of the commercial bins. Recycling information material with be compliant with CalRecycle’s guidelines for signage.

Following are examples of labels that have been utilized. Label and graphics instructions will be coordinated with City to obtain pre-approval. Labels will also be printed in Spanish, Korean and Mandarin.

7.1.d
Packet Pg. 593
• Proposed contamination monitoring procedures including performing route reviews and or waste evaluations.

Integrated Route Audit and Contamination Monitoring Program to Drive Behavior Change
WM will continue using our innovative WM Smart Truck® program to meet and exceed SB 1383 Route Monitoring requirements.

Keeping recycling and organics waste streams clean will help ensure the materials collected can be processed or composted. Reducing contamination helps to make certain collected materials go on to have a second life. Our proprietary technology, WM Smart Truck® and adoption of Community Based Social Marketing (CBSM) outreach strategies provides your municipality tremendous value that will allow your municipality to monitor contamination and develop strategic outreach strategies effectively and efficiently. This technology enables us to audit every cart on a route to look for contaminants and provide customers feedback in the form of contamination notifications. These notifications educate customers on how to recycle right, reduce contamination, and increase diversion. Using cameras on our trucks, we document every stop and the contents of each container day in and day out – not just one time a year as required by the regulations. By auditing daily and identifying customers who need help eliminating contamination or increasing volume of organics service, we are able to consistently educate customers and change behavior.

7.1.d
Packet Pg. 594
How WM Smart Truck® Works
WM Smart Truck® technology captures footage of customer containers during service. Artificial Intelligence (AI) is used to identify anomalies, like contamination or overloaded containers. A dedicated team of technicians review the footage and confirms results to ensure materials are placed in the correct container and collected successfully. This information is never shared. If a cart associated with a service address is overloaded or has nonacceptable material inside, customers receive educational notifications.

WM Smart Truck® Customer Communications
WM has created customizable WM Smart Truck® customer
educational communications to strategically collaborate with our customers and help build awareness of the importance of placing the right materials into the right cart.

When contamination is identified, WM will follow the notification process outlined in the contract agreement, and provide contamination notice and education to the resident or commercial customer via the communication channel of their choice. This will help accelerate behavior change and reduces contamination.

Recycling and Sustainability Manager will work with customers who are found to receive multiple notices within the timeframe outlined in the contract agreement to right size the level of service to the customer’s needs, provide further proper recycling education and training to minimize contamination habits.

WM will maintain SB 1383-compliant records to report on contamination monitoring activities, actions taken, and customer communications sent via our new WM SB 1383 Dashboard. This Dashboard will allow the municipality to seamlessly track material streams, route reviews, contamination notices at the municipality, route, and customer levels. Find more information below. WM plans to use this data to inform outreach and education decisions.

Our proprietary Smart Truck® technology
can capture video and photo of every
collection.

7.1.d
Packet Pg. 595
The Benefits of Smart Truck®
• Smart Truck® helps you meet and exceed SB 1383 auditing and monitoring requirements. • Smart Truck® maximizes safety by automating processes that keep our drivers in the cab so they can focus on the task at hand while constantly monitoring their surroundings. • Smart Truck® provides better service with more transparency using GPS and dedicated cameras to photograph container contents and provide feedback. • Smart Truck® improves waste-related decision-making. Awareness is the first step to behavior change. Using pictures or video, WM Smart Truck® technology notifies the customer of trash overages, contamination, and container issues to help increase efficiencies and reduce costs. • Smart Truck® enhances community aesthetics. Images and videos allow us to proactively identify service opportunities such as graffiti that needs to be removed and overflowing dumpsters that need to be addressed.

Additional Waste Evaluation Studies
In addition to the mandated waste evaluation studies required by SB 1383, WM is also offering the City additional waste audits as needed to track diversion results and contamination thresholds on routes that are known to produce less than desirable results. These waste audits will be performed using Smart Truck data to characterize given routes. By this process, performance by customer and by customer sector can be effectively determined and corrective campaigns can be developed. Through these audits, WM will record which routes have high levels of contamination, or over 25%. This will aid the City and the TBD Recycling and Sustainability Manager in identifying which areas need additional targeted outreach, as well as allow us to monitor diversion progress monthly.

Should CalRecycle modify the requirements for measuring contamination, WM will immediately meet and confer with the City to determine how any new or modified requirements will be addressed.

Holistic Data Monitoring and Reporting to Monitor Progress and Drive Continuous Improvement
WM’s SB 1383 Dashboard makes Compliance Easy
WM’s SB 1383 Dashboard will be a key communication tool. The Dashboard aggregates data from the WM Smart Truck® program and other internal systems to provide one location to monitor key SB 1383 metrics, and additional regulations like AB 341. Views such as Top 25 Customers by the Number of Contamination Incidents and Top 10 Most Contaminated Routes, will help target education and outreach to reduce contamination and improve diversion in the municipality. We will also be tracking all education outreach efforts through this Dashboard.


7.1.d
Packet Pg. 596
Dedicated Department Responsible for Tracking, Reporting and Meeting All Obligations Since the adoption of AB 939, Municipal Waste Contracts in the State of California have grown increasingly more complicated. That complication has continued to grow with SB1016, AB341, AB1826 and now SB 1383. WM has responded to this growing complication by creating a dedicated Contract Management department, separate from the daily contract managers, that ensure we adhere to all obligations as outlined in our agreements.

7.1.d
Packet Pg. 597
A dedicated Contract Management department holds the company to the highest possible standard of compliance and service excellence, ensuring our obligations are met from the first day of the contract to the last. This level of contract management supports the City in solid waste management and regulatory compliance, creating a clear and manageable path of obligations and deliverables with little to no time commitment required on the part of City Staff.

The City of Diamond Bar will continue to have an experienced Contract Compliance Manager, Angie Mendoni, backed by a team of twelve (12) Contract Compliance experts located in Southern California. This team is responsible for monitoring compliance in the administration of contracts including tracking and reporting all contractual milestones, obligations, and touch points. They ensure proactive contract management and milestone ownership, meaning that the right department does the right thing at the right time, with clear processes, roles, and responsibilities across multiple departments and at appropriate levels of seniority. This type of proactive management and the ability and capacity to track efforts are important pillars of SB 1383 compliance assistance.

Contract Management Plan
In her role as the Contract Compliance Manager for the City of Diamond Bar, Angie will continue to be responsible for maintaining a documented Contract Management Plan that outlines adherence to all facets of the agreement including reporting obligations, service standards and adherence to the contract as well as internal WM standardized processes and procedures. Some of her responsibilities are summarized here with the method for reporting outlined in the table that follows. • Serves as an additional point of contact for City staff. • Ensures that monthly, quarterly, and annual reports are submitted timely and will include all information required per contract.
• Facilitates the electronic submission of detailed AB 341, AB 939, AB 1594, AB 1826, and SB 1383 reporting.
• Prepares all contractual and regulatory reporting for WM activities for City review. • Provides customer lists and outreach information as needed for SB 1383 Compliance • Monitors contract performance, submittals, and methods for fees paid for compliance with contract requirements.
• Coordinates internal system and service audits ensuring adherence to the agreement, reviewing findings, and confirming all audit processes are followed. • Works with the District Manager to ensure compliance with service delivery standards including service levels, programs offered, collection hours, facilities used, etc.

7.1.d
Packet Pg. 598
Describe proposed efforts to assist the City and its customers with a food rescue and donation program to comply with SB 1383 which establishes a target that not less than 20% of currently disposed edible food is recovered for human consumption by 2025.

WM is committed to working collaboratively with the City of Diamond Bar to develop and implement a successful food recovery assistance program by partnering with food rescue organizations, local businesses, and the community.

WM recognizes that the success of any program begins with creative education material and outreach. Therefore, to assist the city in these efforts, we will not be using a one-size-fits-all strategy. WM will create customized educational materials that highlight how and where Diamond Bar’s large food generators can participate in edible food recovery and donation programs. Our approach will include, but is not limited to, leveraging social media, annual mailers, and customer engagement to circulate clear instruction on how comply with state mandates and participate in food recovery programs. The education material will also emphasize the benefits of methane reduction in the landfills by diverting organic waste, and suggested practices for reducing organic waste generation.

Everything distributed will also be available our designated WM/Diamond Bar website for each customer type throughout the life of the Contract.

The local WM team already has experience working with other WM Franchise Cities to identify and promote food recovery programs, and we will apply any best practices in Diamond Bar to kick off a Food Rescue and Donation Program.

Diamond Bar’s Recycling & Sustainability Representative will also serve as a liaison to connect the City’s food generator with food rescue organizations.

Annual Food Recovery Compliance Reviews to assess compliance will commence on the dates indicated in the Agreement.

ORGANIC TIERS 1 & 2 How They Do Business Barriers Corresponding Outreach Strategies
▪ Back-of-house tends
to generate the most
waste
▪ Often located in multitenant properties
▪ Family-run businesses
▪ High level of
competition
resulting in low
margins
▪ Lack of customer
participation in FOH
recycling
Theme: Reduce waste costs at
your restaurant, store, or food
plant
Methods:
▪ Point to space-efficient bin
options, esp. kitchens and
plant floor

7.1.d
Packet Pg. 599
Relevant Subsectors
▪ Restaurants and food
services
▪ Food stores and
wholesalers
▪ Food manufacturing
Target Materials
▪ Pre- and post-consumer
food scraps
▪ Edible food
▪ Food/beverage
containers
▪ Unique work
schedules
▪ Often different
languages spoken by
BOH vs FOH staff
Key decision makers:
▪ Owner
▪ Head chef
▪ Sustainability director
▪ The ‘ick’ factor
▪ Space constraints
in the kitchen
▪ High staff turnover
rates
▪ Employee injuries
from lifting heavy
organics bins
▪ Perceived risk
associated with
surplus food
donation
▪ Emphasize importance of
ongoing staff training
(videos)
▪ Suggest smaller organics
bins to prevent lifting injuries
▪ Address edible food
recovery legal protections
and connect with local food
banks/programs (Good
Samaritan laws)
▪ Suggest customer-facing
marketing materials
▪ Provide education & training
for both front of house and
back of house
Commercial Edible Food Generator Education
Annually, WM will provide customers identified as Tier One and Tier Two food generators with the following:
• Information about the Diamond Bar’s Edible Food Recovery program. • Information about the Commercial Edible Food Generator requirements. • Information about Food Recovery Organizations and Food Recovery Services operating within the City and in the region, and where a list of those Food Recovery Organizations and Food Recovery Services can be found.
• Information about actions that Commercial Edible Food Generators can take to prevent the creation of Food Waste.

We will provide the City with a list of customers that are identified as falling under the Tier One and Tier Two generators.

Following are sample flyers discussing Commercial pick-ups.

7.1.d
Packet Pg. 600

7.1.d
Packet Pg. 601
Help Familiarize Food Recovery Organizations with SB 1383 Compliance In addition, we commit to organizing workshops with the Food Recovery Organizations to help them understand their responsibilities to stay in compliance with SB 1383 obligations like food donation tracking and reporting.

Additional Resources:

WM has built a comprehensive Customer Database that can facilitate the record keeping of food recovery data, agreements with food rescue organizations, outreach activity history to each customer identified as a Tier 1 or Tier 2. These records and information can be provided to the City for CalRecycle inquiries and/or reports.

7.1.d
Packet Pg. 602

7.1.d
Packet Pg. 603
Describe proposed organics recycling program including type of containers proposed. Proposers should include detailed information on customer in-house preparation of material prior to disposal (e.g., bag or no bag requirements); include a comprehensive list of organic materials that are acceptable in each of the programs listed above, and a comprehensive list of organic materials that are not accepted in the program. Also, proposers are requested to submit samples of outreach materials already distributed to customers in a city with a similar program in place if proposer has implemented such program. Please describe your intended approach and activities related to SB 1383 organic waste collection and recycling services, education and outreach, capacity planning, procurement of organic waste products, reporting, contamination monitoring, and other compliance activities.

Making more productive use of food waste is an area of particular focus not only for us, but also for a growing number of stakeholders: consumers, educational institutions, businesses, municipalities, and regulators. The opportunity is substantial, and the payoff can be significant.

Organics recycling has many benefits:
• Recovers a valuable resource.
• Reduces waste which saves natural resources and landfill space. • Reduces methane production.

Recycling Organic Waste Has Never Been Easier
WM is committed to offering an Organic Waste Recycling Program that is convenient and cost-effective.

Diamond Bar residents simply need to place their discarded organic materials (commingled green waste and food waste) in the organics (green) cart. The organic waste materials would need to be placed, unbagged, inside the cart and can be mixed with other acceptable organic wastes such as produce, meats, diary, bakery and dry goods, food-soiled paper, and yard waste.

7.1.d
Packet Pg. 604
Diamond Bar Organics Collection
Residential Organics Collection
• WM is proposing to continue to provide weekly collection of residential organic waste on the same day as refuse service.
• Residential organics collection will be identified as commingled green waste and food waste. • Diamond Bar residents will be able to discard food waste directly in their green lid cart (no bags).
• The organics cart will be SB 1383 color compliant: charcoal/grey body container with a green lid. The lid will contain a label with graphic instructions on what material should and should not be placed in the organics cart; all education labels will be translated in Spanish, Korean, and Mandarin.
• WM would already have an established
organics program in the residential
sector prior to starting the new contract
in September 2025. Furthermore,
we will maintain an outreach program
that includes, but is not limited to,
neighborhood meetings (HOAs), social
media content, and City
communications to educate residents about their organic waste recycling program and how to identify acceptable and non-acceptable materials.
• All public education/outreach material will be translated into Spanish, Korean and Mandarin. Also, all public education/outreach material will be pre-approved by the City prior to distribution.
• WM will provide public education and outreach to customers about their organics program on an on-going basis through the life of the contract.

7.1.d
Packet Pg. 605
Commercial Organics Collection
• WM is proposing to provide commercial organics recycling at the frequencies of no less than once per week as required by each individual customer.
• We will provide 65-gallon and 2-yard bins for service, but our experience in commercial organics collection indicates that commercial customers prefer the 65-gallon carts because they do not have enough space to accommodate an additional 2-yard bin, and health concerns like odor are mitigated with a more frequent cart collection service. • The commercial bin (or lid if providing cart service) will contain a label with graphic instructions on what material should and should not be placed in the organic’s container; all education labels will be translated in Spanish, Korean and Mandarin.
• By Q2 2025, six (6) months before the start
of the new contract (Sept 2025), WM will
initiate site visits with each commercial
customer to understand their service
collection needs. At the start of service,
outreach will continue but is not limited to,
fliers explaining the program, social media
content, and City communications to
continue to educate commercial customers about the programs, as well as how to identify acceptable and non-acceptable materials.
• All public education/outreach material will be translated into Spanish, Korean and Mandarin, and will be pre-approved by the City prior to distribution.

Plastic Bags: Our Organics Processing Facility Partners do not allow for use of plastic bags. Even compostable plastic bags do no breakdown quickly or completely. Thus resulting in product contamination and site litter. Our education material advises customers to use paper bags or newspaper as an option to minimize food waste odor.

Per obligations outlined in the agreement, WM will help identify all Tier One and Tier Two Commercial Edible Food Generators and provide the food generators with educational material on Food Recovery Organizations. WM will also assist the City with inspections to assess SB 1383 compliance. All data collected will be shared with City on a pre-approved reporting format.

Our Commitment to Finding Innovative Solutions
We are confident that as SB 1383 programs develop throughout the various communities, so will the infrastructure options for organics processing and recycling. This is why we are committed to meeting annually with City staff to review any new viable option that becomes available, including our own infrastructure development.

Currently, WM has the following network of organic facilities (internal and third-party) that quickly can be brought in to assist on a moment’s notice.
• South Valley Compost, WM Affiliate
• Pala Compost, WM Affiliate
• Ecology Compost, Partnership
• Recycle Wood Products, Partnership

7.1.d
Packet Pg. 606
We are confident that no other company in the waste management industry is better positioned to collaborate with the City of Diamond Bar to create and support sustainable organics recycling and recovery opportunities that comply with state mandates AB 1826 and SB 1383.

Procurement Requirements is discussed in detail Section 3.9 Reporting and Contamination Monitoring is discussed in detail in Section 3.4 Specify all materials that can be recycled through the residential, multifamily and commercial recycling programs.

The following materials can be recycled through the residential, multifamily and commercial recycling programs.

City of Diamond Bar’s recyclable material is currently processed at our Azusa Material Recovery Facility
WM’s Azusa Material Recovery Facility (MRF) is the
largest facility in the region and is capable of processing more than 20,000 tons of recyclable materials each
month. This facility is equipped with state-of-the-art
equipment that uses magnets, screens, and optical
scanners to sort out and process materials.

Please see our list of acceptable materials that is
reflective of WM’s extensive efforts in securing domestic and global networks of recycling material processors. We are confident in our ability to maximize diversion for the City of Diamond Bar.

Despite being only 10 years old. The Azusa
MRF will be undergoing a $25M investment to
install new technology. This will improve the
recovery rate, decrease residue volume, and
further expand the range of material that can
be recycled.

7.1.d
Packet Pg. 607

7.1.d
Packet Pg. 608
Describe proposed assistance to the City to ensure that sufficient California recovered organic waste products are procured on behalf of the City to meet the requirements of SB 1383. Identify types and quantities of recovered organic waste products which shall be procured.

WM is fully prepared to assist Diamond Bar in meeting its obligations for procurement of recovered organic waste products, as set forth in 14 CCR Section 18993.1 and outlined in the Franchise Agreement.

WM believes that flexibility is the key to meeting this requirement over the life of the Franchise Agreement, thus ensuring the solutions provided can be responsive to ever-changing environmental, regulatory, and economic factors.

Compost and Mulch - Bring Nature’s Recycling Benefits Home WM is committed to strengthening the City of Diamond Bar’s procurement efforts by procuring the amount of compost and mulch necessary to fulfill the City’s per capita requirement set by SB 1383. One way that WM will help the City meet this requirement is through the City’s Free Mulch Giveaway program that will be available to all Diamond Bar Residents twice a year. WM staff will work with City staff to coordinate these community events.

Diamond Bar residents can take pride in knowing that their organic waste recycling efforts contributed to the compost material they will be taking home to use in gardens. The high-quality compost material provided by WM will serve as an effective way to improve soil health, increase plant production, and reduce the use of water, chemical fertilizers, and pesticides.

In addition, WM staff will work closely with City staff to assist with providing mulch material for the City’s own facility needs.

Procurement Credits - Through our network of Organics Facilities and established Organic Material Sales, WM can offer the City of Diamond Bar procurement credit to meet SB 1383 purchasing requirements through the sale of material on behalf of the City.

This process, approved by Cal Recycle as an appropriate means to meet the obligation, requires no additional City staff time, expense, or liability on the part of the City. The transaction is handled entirely by WM, on the City’s behalf, and documented for the sake of Cal Recycle reporting. We would be happy to discuss this more in depth with the City of Diamond Bar.

Record Keeping - Using WM’s internal accounting system and by electronic database (S2P) we will be able to track all compost material procured on behalf of the City whether this was directly (community compost giveaways, City’s own use) or through procurement credits. Through the life of the Franchise Agreement, we will be able to support the City with SB 1383 procurement reporting obligations.

Renewable Natural Gas - Infrastructure for the production of renewable natural gas derived from organic waste is in development, and this renewable fuel may become available in adequate quantities in future years. WM is closely monitoring those developments.

7.1.d
Packet Pg. 609
Provide information about proposed operating facilities, including:
• Yard address for equipment and personnel staging and arrangements for maintenance of equipment. • Office address for customer service, public relations, billing, and franchise administration; and, • Other operating facilities to be used in providing service under this agreement.

WM’s superior facility network (internal and third-party) includes multiple outlets for all materials in case any facility becomes unavailable due to circumstances beyond our control.

Expansive Network of Facilities- Operating Locally for Over 30 years One of the advantages of selecting WM is our local operations. We operate out of our San Gabriel Hauling District, just 15 miles away from Diamond Bar City limits. This proximity allows us to be present and address concerns swiftly. Our San Gabriel Hauling District is fully equipped with an onsite mechanic shop, cart/bin storage and repair shop, and RNG fueling station. Our Operations, Public Sector Management team and Customer Service Management and Dispatch have an office at this location. WM is well-positioned to provide exceptional customer service by being able to quickly address any service concerns from residents and the business community.

The facilities identified below are the primary facilities that will support the day-to-day collection and processing of solid waste in Diamond Bar.

WM has a superior network of facilities (internal and third-party) includes multiple outlets for all materials in case any facility becomes unavailable due to circumstances beyond our control, any of them can quickly be brought in to assist on a moment’s notice.

Operating Facilities
Facility Name Address
Yard address for equipment and
personnel staging and arrangements for
maintenance of equipment;
San Gabriel Hauling
District
13940 Live Oak Ave Baldwin
Park, CA 91706
Office address for customer service,
public relations, billing, and franchise
administration;
San Gabriel Hauling
District
13940 Live Oak Ave Baldwin
Park, CA 91706
Other operating facilities to be used in providing service under this agreement Assistance with initial waste cart
delivery as part of Implementation Plan FleetGenius 840 W. Grove Ave., Orange, CA 92865 Environmental Cleaning Services Green Clean Pressure
Washing, LLC
1602 Shetland Circle Norco, CA
92860

7.1.d
Packet Pg. 610
Facility Name Address
Community Support Services
e-Recycling of California
8065 Marine Way, Irvine, CA
92618
(E-Waste Collection)
At-Your-Door HHW
Curbside Collection
10633 Ruchti Rd,
South Gate CA 90280
Proposers must identify all proposed disposal, transfer, and processing facilities for transfer/disposal of refuse, processing of commingled recyclables, processing of organics, processing of mixed waste, and processing of construction and demolition debris.

For each facility, please identify the following:
• The name, address, and SWIS # of the facility.
• The material to be processed (organic waste, commingled recyclables, mixed waste, or construction and demolition debris). • The tipping fee per ton.
• A statement regarding any relationship between the proposer and the facility owner/operator (if any). • Indicate any proposed solid waste facility capacity guarantees. • Current and estimated diversion rate for processing of each waste stream (e.g., residential recyclables, residential organics, sourceseparated commercial recyclables, mixed commercial waste, commercial organics, C&D.) Following are the detailed requirements of proposed facilities for disposal, transfer, and processing:

Transfer Facilities
WM is proposing to use Pomona Valley Transfer Station. WM has a long-standing agreement with Valley Vista to use this facility.

Alternative Facility- At any point during the length of the contract, if an alternative facility is needed WM has the ability to use WM’s Azusa Material Recycling Facility & Transfer Station. This will be discussed with City prior to making a change.

Transfer Facilities
The name and address of the facility; Pomona Valley Transfer Station (Primary) 1371 E. 9th St., Pomona, CA 91766

7.1.d
Packet Pg. 611
Owner/operator; Grand Central Recycling and T.S.

Valley Vista
A statement regarding any relationship between
the proposer and the facility owner/operator (if
any);
WM currently has contract with Valley Vista
SWIS number; 19-AA-1128
The price per ton for transfer $27.83
Indicate any solid waste facility capacity
guarantees being offered; and
Pomona Valley Transfer Station has the capacity to handle Diamond Bar material
Current and Estimated Diversion Rate N/A
The name and address of the facility; Azusa Material Recycling Facility & Transfer Station 1501 West Gladstone, Azusa, CA 91702
Owner/operator; WM owned and operated
A statement regarding any relationship between
the proposer and the facility owner/operator (if
any);
SWIS number; 19-AA-1127
The price per ton for transfer $38.65
Indicate any solid waste facility capacity
guarantees being offered; and
Azusa Material Transfer Station has the capacity to handle Diamond Bar solid waste
Current and Estimated Diversion Rate N/A
Processing Facilities
Source Separated Recyclable Processing: Azusa Material Recycling Facility WM’s Azusa Material Recycling Facility (MRF) is the largest facility in the region that is capable of processing more than 20,000 tons of recyclable materials each month. This facility is equipped with stateof-the-art equipment that uses magnets, screens, and optical scanners to sort out and process materials.

The Azusa MRF will be undergoing a $25M investment to install new technology. This will improve the recovery rate, decrease residue volume, and further expand the range of material that can be recycled.

7.1.d
Packet Pg. 612
The name and address of the facility; Azusa Material Recycling Facility 1501 West Gladstone, Azusa, CA 91702
Owner/ facility operator; WM
A statement regarding any relationship
between the proposer and the facility
owner/operator (if any);
Owner/Operator
SWIS number; 19-AA-1127
The material to be processed (source
separated organic waste, source
separated recyclables, mixed organic
waste, or construction and demolition
debris);
Source separated recyclables
The price per ton; $78.85 net cost to process recyclables Indicate any solid waste facility
capacity guarantees being offered; and
Azusa Transfer and Material Recovery Facility is
owned and operated by WM with a permitted
capacity of 3,800 tons per day with 500 tons per day
available for organic waste processing.

WM guarantees that this facility will have the capacity to accept material from Diamond Bar.

Estimated diversion rate for processing
of each category of recyclables
processed (e.g. residential recyclables,
residential organics, source separated
commercial recyclables, mixed
commercial waste, commercial
organics, C&D.)
85% Material Composition and Market Dependent

7.1.d
Packet Pg. 613
Organic Waste Processing Facility
WM has a network of organic facilities (owned and third-party) to support the City of Diamond Bar organic material processing. WM’s organic collection program is source separated organics (commingled green waste and food waste).

The organics material collected in the City, will be pre-processed at our Azusa Material Recycling Facility & Transfer Station, then transported to a network of compost facilities listed below.

This organics processing system is already in place for the residential sector, and will be ready to implement at the start of the contract for the commercial sector.

The name and address of the facility; Azusa Material Recycling Facility 1501 West Gladstone, Azusa, CA 91702
Owner/operator; Waste Management
A statement regarding any relationship between
the proposer and the facility owner/operator (if
any);
Owner/Operator
SWIS number; 19-AA-1127
The material to be pre- processed: Source
Separate (commingled green waste and food
waste).

Organics Material will be pre- processed and transported any of the following SB 1383 approved facilities:

Facility SWIS #
Address Relationship
South Valley
Compost Site
54-AA0026
24487 Road 140,
Tulare, CA 93274
Operator
South Kern
Industrial Center
Compost Facility
15-AA0381
2653 Santiago Road
Taft, CA 93268
Feedstock
Agreement
WM Pala
Composting
Facility
N/A 12802 CA-76, Pala,
CA 92059
Operator
Ecology Compost N/A 59260 Highway 72,
Salome, AZ 85348
Feedstock
Agreement
The price per ton; $100.79 per ton
Indicate any solid waste facility capacity
guarantees being offered; and
WM guarantees capacity for Diamond Bar’s organics material Estimated diversion rate: 90% of organic material is diverted to beneficial reuse.

7.1.d
Packet Pg. 614
Construction and Demolition Processing Facility:

The name and address of the facility; Downtown Diversion, Inc (DDI) 2424 E. Olympic Blvd. Los Angeles, CA 90021
Owner/operator; Waste Management
A statement regarding any relationship between
the proposer and the facility owner/operator (if
any);
Owner/Operator
SWIS number; 33-AA-0258
The material to be processed (source separated
organic waste, source separated recyclables,
mixed organic waste, or construction and
demolition debris);
C&D Material (Concrete, Porcelain, Rigid Plastics, Tile, Lumber, Metals, Masonry, Plastic, Rock, Insulation)
Indicate any solid waste facility capacity
guarantees being offered; and
DDI has the capacity to Diamond Bar C&D material
Estimated diversion rate for C&D material 75%
The name and address of the facility; Maitri Road Recycling 24980 Maitri Rd. Corona, CA 92883
Owner/operator; Mayhew Aggregates and Mine Reclamation
A statement regarding any relationship between
the proposer and the facility owner/operator (if
any);
Independently owned and operated facility
SWIS number; 33-AA-0359
The material to be processed (source separated
organic waste, source separated recyclables,
mixed organic waste, or construction and
demolition debris);
Construction & Demolition Debris
Indicate any solid waste facility capacity
guarantees being offered; and
10,000 tons/day
Maitri Road Recycling has the capacity to handle Diamond Bar material
Estimated diversion rate for C&D material 75%

7.1.d
Packet Pg. 615
Disposal Facilities
The El Sobrante Landfill is a state-of-the-art Class 3 non-hazardous solid waste disposal facility that strives to protect the environment through conservation and the use of the latest in landfill technology.

The El Sobrante Landfill serves the following Southern California jurisdictions: Los Angeles, Riverside San Bernardino, and San Diego counties. The Landfill is permitted to accept up to 70,000 tons per week, seven days per week (closed Sundays), 24 hours per day (opportunity to minimize local traffic by bringing transfer vehicles during off peak traffic hours).

The name and address of the facility; El Sobrante Landfill 10910 Dawson Canyon Rd, Temescal Valley, CA 92883
Owner/operator; WM
A statement regarding any relationship between
the proposer and the facility owner/operator (if
any);
Owner/Operator
SWIS number; 33-AA-0217
The price per ton; $35.65
Indicate any solid waste facility capacity
guarantees being offered; and
Estimated remaining capacity 143,977,170 tons; approximately 37 years depending upon inbound volume.

WM guarantees that this facility will have the capacity to accept material from Diamond Bar .

El Sobrante Landfill

7.1.d
Packet Pg. 616
Added Program Value: Education Programs
WM’s Azusa MRF and El Sobrante Landfill are proud to be active supporters of community events and programs. Both facilities offer a “tour-based” education program that promotes environmental stewardship and resource conservation. Each year, over 2,000 people participate in the tours to learn about the daily operations, sustainable business practices, clean technology and improving recycling efforts. This educational resource may be offered to Diamond Bar residents, youth, and community groups as an invaluable, hands-on learning experience.

City of Chino Council and Staff took a tour of WM’s Azusa MRF to learn how recyclables become future commodities.

Chino Cub Scouts Pack 205 on a tour of the El Sobrante Landfill

7.1.d
Packet Pg. 617

7.1.d
Packet Pg. 618
Performance Bond Commitment Letter
Original documents available upon request. Full Bid Bond and Surety information will be included under separate cover.

7.1.d
Packet Pg. 619

7.1.d
Packet Pg. 620
In accordance with Labor Code Sections 1070, 1072, 1075, and 1076, proposer will offer employment to qualified existing employees of the current contractor that may be displaced if the current contractor is not retained. Please describe your procedures for offering such employment and any limitations. Please describe whether your company operates under a labor collective bargaining agreement.

Displaced Employees
WM is an employer of choice and will gladly offer positions to qualified employees that may be displaced as a result of working for Diamond Bar’s current commercial service provider, contingent upon a background check and drug testing. In the past, our People team (human resources) has worked with the human resources and operations teams of other haulers to sponsor hiring events, information sessions, and more for displaced employees. These events can be held virtually and in the evenings for convenience and COVID-19 concerns.

At WM, we know that benefits and compensation are each
important pieces of every employment decision. This is
why we are constantly working to give our employees an
industry-leading total rewards package that encompasses a broad number of services, including many that are
completely cost-free to the employee.

On our team, each eligible member receives a
comprehensive benefits package that assists them in
protecting their physical, emotional, financial, and social well-being. Available benefits include medical, vision, and dental insurance, employee and family assistance,
retirement savings options, employee discounts, and
other wellness perks.

Total Rewards
WM annually invests more than $10,000 per
employee in a comprehensive benefits package.

WM pays the full cost to provide employees with a
number of benefits, including but not limited to
short and long-term disability benefits, basic life
and AD&D insurance for employees and their
eligible dependents, legal services, and critical
illness coverage for employees, and an employee
and family assistance program. The cost for
optional coverages like medical, vision, and dental
are shared with employees, with WM picking up
much of the expense.

7.1.d
Packet Pg. 621
The City expects that the successful proposer(s) will execute an Agreement with the City in substantially the same form as the Draft Agreement (as it may be changed via Addendum during the RFP process).

Proposers are required to carefully review the Agreement before submitting proposals and are encouraged to have it reviewed by legal counsel. Proposers are also encouraged to submit written questions about any provision in the Agreement not fully understood, which would appear to be inconsistent with other provisions or otherwise incorrect, or which may deter them from submitting a Proposal or significantly increase the rate of their Proposal.

To demonstrate agreement with to all terms and conditions of the draft Agreement as written, proposers are required to sign and include in their proposal the signature page of the draft Agreement. Any exceptions must include the nature of the proposed exception, the draft Agreement Section, proposed substitute language, and the change in costs that would take place if the proposed language were to be accepted by the City. The proposal is not considered complete without this signed page.

The number, nature and materiality of objectionable provisions and suggested changes to the Agreement will be considered in evaluating proposals.

Our Sample Contract will be provided under separate cover.

DRAFT AGREEMENT EXCEPTIONS
CONFIDENTIAL – BUSINESS PROPRIETARY/TRADE SECRET INFORMATION DIAMOND BAR – REQUEST FOR PROPOSALS FOR SOLID WASTE SERVICES (MAY 3, 2023) NOT A PUBLIC RECORD – NOT TO BE DISCLOSED TO PUBLIC
Waste Management Collection and Recycling, Inc. (“WM”) greatly appreciates the City’s responses to proposer questions and respectfully submits the following two (2) exceptions to the draft Agreement for the City’s consideration. The exceptions to the draft Agreement do not include the changes the City has stated will be made by amendment (noted separately below) or will be updated in our proposal. WM reserves its rights with respect to any such correction or amendment made by the City when those corrections, changes, or amendments are made available for review by proposers.

Pursuant to the City’s request for proposals and in accordance with the City’s responses to proposer questions, WM submits the following exceptions to reserve the opportunity to discuss this matter during negotiations:

EXCEPTION #1

10.5 EXTRAORDINARY RATE ADJUSTMENTS
Contractor or City may request an adjustment to maximum rates at reasonable times other than that allowed under Section 10.3 in the event of extraordinary changes in the cost of providing

7.1.d
Packet Pg. 622
service under this Agreement. Such changes shall not include changes in the market value of Recyclables from the values assumed in Contractor’s Proposal, inaccurate estimates by the Contractor of its proposed cost of operations, or change in wage rates or employee benefits.

Without limiting the generality of the foregoing, Contractor may request an extraordinary adjustment based on: changes in a direct per ton fee assessed at the Disposal Site or any Designated Facility by federal, state, or local regulatory agencies after the effective date; a change in Applicable Law that requires additional or new Services or obligations under this Agreement; and any other extraordinary changes in operational costs outside of Contractor’s reasonable control, including increased costs related to fuel and transportation, labor, and Organic Waste or Recyclable Materials market conditions.

Contractor shall provide substantial reasonable proof and justification to support the need for the adjustment. For each request for an adjustment to the maximum rates brought pursuant to this section, Contractor shall prepare a schedule documenting the extraordinary costs. Such request shall be prepared in a form acceptable to City with support for assumptions made by Contractor in preparing the estimate. Contractor shall also submit a schedule showing how its total costs and total revenues have changed over the past three years for the services provided under this Agreement. The City may request from the Contractor such further information as it deems reasonably necessary to fully evaluate the request and make its determination. Upon request by the City, Contractor shall provide a report of its annual revenues and expenses for the services provided in the City, and City shall have the right to audit this information in connection with the City’s review of Contractor’s rate adjustment request. City may consider increases or decreases in the Contractor’s total revenues and total cost of services when reviewing an extraordinary rate adjustment request.

The City may, in its sole judgment and absolute, unfettered discretion, make the final determination as to whether an adjustment to the maximum rates will be made, and, if an adjustment is permitted, the appropriate amount of the adjustment; provided that City’s approval of the requested rate adjustment shall not be unreasonably withheld with respect to rate adjustment requests arising out of a change in the per ton Disposal fee or a change in Applicable Law. Extraordinary rate adjustments shall only be effective after approval by City Council in compliance with California Constitution Article XIIID (Proposition 218) and the Proposition 218 Omnibus Implementation Act (Govt. Code Sections 53750 et. seq.) and may not be applied retroactively in the City’s discretion.

A rate adjustment request made in response to a new or modified service or new or modified obligations (including additional reporting requirements) requested by City will be determined in accordance with Section 2.10.

Rationale: This section is revised to clarify circumstances that may warrant extraordinary adjustments, including changes in Applicable Law that modify Contractor’s obligations under this Agreement or other circumstances outside Contractor’s reasonable control. In addition, language requiring Contractor to provide information related to Contractor’s revenue, including the market value of recyclables, which is confidential and proprietary. There is no change in costs to the City if the proposed language is accepted.

EXCEPTION #2

13.7 LIQUIDATED DAMAGES
While we accept the concept of liquidated damages as a section in the agreement, Section 13.7, as drafted, contains a number of incorrect citations and cross-references to other sections of the draft agreement, and

7.1.d
Packet Pg. 623
there are a number of references to dates in the past that are not applicable to this agreement. In addition, some performance standards are otherwise ambiguous as to when a penalty may be assessed, are unclear as to whether the proposed liquidated damages bear a reasonable relationship to actual damages that may be suffered from the types of performance issues contemplated, or do not appear to be reasonable estimates of damages at the time of entering into this agreement. Further, some of the administrative charges listed in this section are calculable damages for which liquidated damages are not appropriate— such as fines issued by CalRecycle—and some liquidated damages include explicit penalties for performance, which are unlawful under California Law.

Rationale: WM takes exception to this section for the purpose of discussing these items with the City during negotiations to further clarify and resolve these questions. In the interest of clarity, WM does not propose striking this section in full, but desires to discuss specific standards of performance and penalty amounts in this section that are ambiguous, unclear, or excessive as described above. Changes to this section will not result in a change in costs to the City if the proposed language is accepted.

CITY APPROVED CHANGES PER ADDENDUM #2:

Consistent with the City’s responses to proposer questions in Addendum #2, WM submits the following revisions to the draft Agreement:

1.30 CONTAINER CONTAMINATION
“Container Contamination” means the following: (i) discarded materials placed in the Blue Container that are not Blue Container Waste; (ii) discarded materials placed in the Green Container that are not Green Container Waste; (iii) discarded materials placed in the Gray Container that are Blue Container Waste or Green Container Waste; and, (iv) non-Solid Waste itemsExcluded Waste placed in any container.

Rationale: This section is revised to be consistent with the City’s response to question number 12 in Addendum #2. There is no change in costs to the City if the proposed language is accepted.

2.1 GRANT AND ACCEPTANCE OF FRANCHISE, INDEMNITY OF AWARD …
Contractor agrees to and shall timely take all actions that are reasonably necessary to defend the validity and enforceability of this Agreement and shall pay all costs related to such defense in accordance with Section 11.1. To the maximum extent permitted by law, Contractor shall defend, indemnify, protect and hold harmless, the City, its officers, agents and employees from any and all claims, actions or proceedings to attack, set aside, void, annul or seek monetary damages resulting from an approval by the City of this Agreement, including but not limited to any action brought by referendum or under Proposition 218 (Calif. Const. Art. XIIID) to challenge the City’s entry into this Agreement or the setting of Solid Waste rates as set forth in this Agreement. The City shall promptly notify Contractor of any such claim, action, or proceeding. The City and Contractor shall meet in good faith in an effort to come to a mutual agreement for a joint defense; provided that the City shall be entitled to select legal counsel of its choice to conduct the defense if an agreement cannot

7.1.d
Packet Pg. 624
be reached. Contractor’s obligations to pay all costs, defend, indemnify, protect and hold harmless under this section shall not be altered in the event City retains separate counsel. Contractor hereby accepts the Franchise on the terms and conditions set forth in this Agreement.

Rationale: This section is revised to be consistent with the City’s response to question number 16 in Addendum #2 which noted this was under review by the City. There is no change in costs to the City if the proposed language is accepted.

4.1.13 SERVICE EXCEPTIONS; HAZARDOUS EXCLUDED WASTE NOTIFICATIONS A. Failure to Collect. When Solid Waste is not Collected from any Solid Waste Customer, Contractor shall notify its Customer in writing, at the time Collection is not made, through the use of a “tag” or otherwise, of the reasons why the Collection was not made.

B. Hazardous Excluded WasteMaterial Inspection and Reporting. Contractor reserves the right to reject Solid Waste observed to be contaminated with Hazardous MaterialExcluded Waste and the right not to Collect Excluded Waste Hazardous Material put out with Solid Waste.

Contractor shall notify all agencies with jurisdiction, if appropriate, including the California Department of Toxic Substances Control and Local Emergency Response Providers and the National Response Center of reportable quantities of Excluded WasteHazardous Material, found or observed in Solid Waste anywhere within the City. In addition to other required notifications, if Contractor observes any substances which it or its employees reasonably believe or suspect to contain Excluded Waste Hazardous Materials unlawfully Disposed of or released on any City property, including storm drains, streets or other public rights of way, Contractor will immediately notify the City Manager or the City Manager’s designee. Contractor shall implement and maintain a training program that will assist its employees in identifying and properly disposing of any Excluded Waste Hazardous Material that may come into their possession.

C. Excluded Waste Hazardous Material Diversion Records. Contractor shall maintain records showing the types and quantities, if any, of Excluded Waste Hazardous Material found in Solid Waste and which was inadvertently Collected from Customers within the City, but Diverted from Landfill Disposal.

Rationale: This section is revised to be consistent with the City’s response to question number 30 in Addendum #2. There is no change in costs to the City if the proposed language is accepted.

7.1.d
Packet Pg. 625
Proposers may submit up to three complete sets of rate proposal forms: one for the residential sector, one for the commercial sector, and one for a citywide franchise. These proposals shall be based solely on the requirements requested in this RFP and further detailed in the draft Agreement without considering any exceptions or alternatives.

Provided under separate cover as Excel and .pdf formats on the required flash drive.

Provided that the proposer has submitted a primary rate proposal that meets all of the minimum requirements of this RFP, the proposer may submit one or more alternative rate proposals. For example, proposer may submit an alternative rate proposal that retains existing used equipment.

Provided under separate cover as Excel and .pdf formats on the required flash drive.

7.1.d
Packet Pg. 626

7.1.d
Packet Pg. 627
Each proposer shall include a copy of the Proposer Code of Conduct and Non-Collusion Affidavit (Attachment 2) that was submitted at the pre-proposal conference.

7.1.d
Packet Pg. 628

7.1.d
Packet Pg. 629

7.1.d
Packet Pg. 630
Waste Management Collection and Recycling, Inc. (WM) is your longtime environmental solutions partner. We have provided waste and recycling management services to Diamond Bar for 30+ years. You are familiar with our company, our team, and our professional approach over the long term, and we are excited about the opportunity to continue to work with you in managing your waste and recycling needs.

We have fulfilled the individual tenets and each requirement of your RFP and have organized this response to provide our proposal in response to each element outlined in the RFP.

We believe this to be a significant contract for both WM and Diamond Bar. As your long-term partner, we are strongly invested in your Residents and want to be your waste solutions provider of the future. We understand your priorities, the way you work, and what makes your Residents such a great place to live, work, and play. This makes us uniquely qualified to provide tailored services to meet your operational needs and the ever-evolving expectations.

Secondly, we are committed to strengthening our current relationship by continuing to provide highquality, reliable service for the entire term of the Agreement. We have already shown ourselves to be a dependable partner in our current agreement. We have the resources to make needed adjustments, when necessary, to facilitate continued satisfaction for your residents. WM intends to continue to offer uninterrupted stability backed by innovation, value, and price, and to be an active partner in attaining Diamond Bar’s goals and objectives.

Lastly, continuing a partnership with WM will provide your Residents with uninterrupted, reliable service delivery for an essential and highly regulated operation. There will be no transition period where costly mistakes and problems are most likely to occur, as our team is intimately familiar with your operations and has developed a strong working partnership with your staff. Our best-in-class transfer stations, landfills, and recycling operations, along with our industry-leading safety and environmental practices, should give you the peace of mind that your waste is being managed in full compliance with all regulatory requirements and standards.

WM is dedicated to being the best environmental solutions partner for Diamond Bar now and in the future.

7.1.d
Packet Pg. 631