City of Austin Performance Report 2015-16

Percent of Combined Residential Collection Services Collected On-Time 

Measure Description
This key indicator identifies the percent of residential curbside collection points that were collected on their assigned collection day. The Department defines on-time as being collected on the appropriate collection day, which varies by address, and views on-time collection of residential curbside services as a key component of ensuring a high level of customer satisfaction.
Calculation Method
This measure is calculated by taking the total number of service requests for missed trash, recycling and yard trimmings collection queried from the Department’s customer relationship management system for service calls and complaints divided by the number of residential trash, recycling and yard trimmings service points.
FY 2015-16 Results
The actual percent of combined residential collection services collected on-time was 99.9%.
Assessment of Results
The Department collected trash and yard trimmings weekly, recycling bi-weekly (every two weeks), and brush and bulk twice a year from over 190,000 households in Fiscal Year 2015-16. This equates to potentially around 10 million collections for each of the trash and yard trimmings service, 5 million collections for recycling, and 400,000 for brush and bulk collection. The percent of combined residential collection services collected on-time has been consistently hovering at 99.9% from FY 2013-14 to FY 2015-16, with brush and bulk collection being the lowest but still very high at 99.8%. Results reflect a very high level of on-time collection of residential curbside services, which is a key component of ensuring a high level of customer satisfaction.
Next Steps
ARR is committed to allocating and providing the resources needed to maintain high levels of on-time collection of residential curbside services. As the City continues to grow, achievement of this goal will continue to get more and more challenging. Additionally, as customer satisfaction for ARR services continues to decline, continuing our emphasis of on-time pickup is vital. ARR is pursuing implementation of a vehicle fleet technology upgrade as a means of better tracking and illustrating this metric and other, similar performance measures.
Contact Information
For more information contact Ron Romero, Collections Division Manager, at (512) 974-4353.