HomeMy Public PortalAboutWM_Crestview_RFP #23-04-28-PS_04282023_USB
Waste Management Inc. of Florida
108 Hill Ave.
Fort Walton Beach, FL 32548
Cover Letter
April 28, 2023
City of Crestview
City Hall
198 North Wilson Street
Crestview, FL 32536
Attn: Maryanne Schrader, City Clerk
Dear Ms. Schrader:
Waste Management Inc. of Florida (WMIF/WM) begins this transmittal letter by thanking you on behalf of
what could be your team at the WM - Fort Walton Beach Hauling District for the opportunity to present our
proposal in response to the City of Crestview (City) RFP #23-04-28-PS for Solid Waste Collection and
Disposal Services. WM has been privileged to provide solid waste services to residents and businesses
in Northwest Florida for more than 55 years and during that time has established a record of service
excellence that we aim to introduce to Crestview.
Solid waste services directly affect every stakeholder in a city. Therefore, RFPs for solid waste services
are never small undertakings and it is incumbent upon your next service provider to establish a guide to
lead all stakeholders down the path in as trouble-free and positive a way as possible. WM’s wherewithal
and network of resources, along with our extensive local and regional experience make us the right
choice to be that guide.
Our proposal details the ample resources to effectively service the City of Crestview including innovative
technologies to better serve your residents and efficient procedures on and off the collection routes. You
can be assured that residents, businesses, and City Staff will receive the best of the best: a robust
customer service experience; outstanding collection services; an impeccable safety record that is second-
to-none; support for innovative outreach and education programs; meaningful investment in your
community; and proactive contract management - all at a highly competitive value.
Winning the support of customers for the new contract will require gaining their trust and keeping it
through operational excellence. We are committed to begin services on October 1, 2023, for a period of
five (5) years, with an intent to earn the option to renew for five (5) additional years. The following chart
illustrates how we are 100% committed to meeting your priorities and why we are the best partner for the
City’s solid waste and recycling franchise provider.
City Priorities for Your Service Provider and Why WMIF is the Best Partner for the City of Crestview
Qualifications and Experience: Our commitment to service excellence has made us a valued partner for
municipalities, residents, and business throughout Florida for more than 50 years. Our proposal describes
our newly advanced Customer Service options, award-winning IT, cutting edge Safety programs, industry-
leading vehicle and equipment maintenance programs, extended managerial “bench strength,” operational
innovation, unmatched financial strength, government affairs expertise, and more. We believe you will conclude
that the scope and quality of the resources we bring to the City will make WM the right choice for the new contract.
City Priorities for Your Service Provider and Why WMIF is the Best Partner for the City of Crestview
Past Performance: We are proud of our ongoing service for many of Crestview’s neighbors including the Cities of
Destin, Mary Esther, Niceville, Okaloosa County. We encourage you to contact any of them so that you
may learn firsthand about WM’s excellent record of service with other customers.
Service Plan for the City: Through our extensive experience, we have learned the best practices for successful
contract transitions, implementations, routing, public education, reporting and importantly, enhanced
customer service from announcement throughout. For the City of Crestview, WMIF will offer exclusive
franchise services to satisfy the City’s requested Base Proposal option as well as Alternates 1, 2, and 3.
Additionally WM offers an alternate recommendation that features the highest level of technology and the best
customer service for your residents and businesses. This alternative allows the City to maintain the twice a week
solid waste service and weekly recycling and yard waste while upgrading to a fully automated pickup service, which
is safer, more efficient and more cost effective for Crestview. Please refer to CRESTVIEW’S SERVICE
SUMMARY found on page 27.
Capabilities and Resources: With operations throughout Florida and the southeast, if there is a need, we can
redeploy resources to Crestview the same day. With WMIF as your partner, Crestview will receive more
than basic waste collection services. Your community will have an ally with unmatched resources that will
give you peace of mind that your municipal solid waste and recycling will be collected, transferred, processed, and
disposed of.
WM’s ADDED VALUE AND ENHANCEMENTS: We will introduce the City to our newly announced Customer
Service Digitalization that includes a WM’s customizable local website offering, as well as WM Smart
Truck℠ Technology, and WM Waste Watch®.
Safety: Safety is a core value for our company, and we understand the magnitude of the responsibility we have
and strive to confirm that each task, piece of equipment, and company policy and procedure reinforces safe
actions and behaviors.
Fees for services: Our primary goal is to provide the best value in environmental services for Crestview. We have
built our cost proposal to reflect this dedication by marrying quality services at reasonable rates that are
sustainable, and that will help the City achieve your goals over the term of the Agreement.
We acknowledge receipt and review of all requirements for this project as described in RFP #23-04-28-
PS documents, all enclosures, as well as Addendum No. 1, dated April 14, 2023, and #2 dated April 25,
2023. WMIF has conducted all necessary due diligence to confirm material facts upon which our
response is based. We are fully prepared and willing to perform the services described and enter into an
agreement with the City of Crestview upon contract award. Please accept this as WMIF’s formal
statement warranting that this proposal is a firm and irrevocable offer for 90 days from the date of the
proposal opening.
We are committed to earn your business, and our team is dedicated to going above and beyond to deliver
best-in-class service for your community. Should you have any questions, please do not hesitate to
contact me with any questions. We close this letter by thanking you again for this opportunity.
Sincerely,
Doug Rainer, Public Sector Senior Account Executive
(850) 499-0277 | drainer@wm.com
Cover Letter ........................................................................................................................................................................... i
A Customer Service Experience For Tomorrow ................................................................................................................. 3
WM’s Commitment to the City of Crestview ...................................................................................................................... 12
Communications and Quality Assurance .......................................................................................................................... 13
Service Delivery Optimization: Quality Assurance Framework ........................................................................................ 21
Vehicles for Crestview ........................................................................................................................................................ 22
Automated Collection Carts for Crestview ........................................................................................................................ 25
Facilities for Crestview ........................................................................................................................................................ 26
CRESTVIEW’S SERVICE SUMMARY ......................................................................................................... 27
Company Qualifications ..................................................................................................................................................... 28
WM - In Northwest Florida ................................................................................................................................................. 30
WM - Fort Walton Beach Hauling District – Service Excellence for Crestview ............................................................... 31
WM’s Crestview Team – Your Route to a Seamless Transition ...................................................................................... 32
Putting People First with Robust Safety Programs and Technology ............................................................................... 34
Get Home Safe ................................................................................................................................................................... 34
References from Crestview’s Neighbors ........................................................................................................................... 38
Public Outreach Assistance for Crestview ........................................................................................................................ 44
Proposed Rate Sheet Form ................................................................................................................................................. 2
Proposer’s Acknowledgement Form ................................................................................................................................... 4
Attachment #1: Sworn Statement Florida Statutes On Public Entity Crimes .................................................................... 1
Attachment #2: Drug-Free Workplace Certification ............................................................................................................ 3
Attachment #3: Conflict of Interest Disclosure Form .......................................................................................................... 4
Attachment #4: Liability & Indemnification Form ................................................................................................................. 5
Attachment #5: Certification of Independence and No Conflict of Interest ........................................................................ 6
Attachment #6: Public Access Form ................................................................................................................................... 7
Attachment #7: Performance Bond ..................................................................................................................................... 9
Attachment #8: Bid Bond ................................................................................................................................................... 12
Attachment #9: Noncollusion Affidavit ............................................................................................................................... 16
Addendum Acknowledgement Form ................................................................................................................................. 17
Certificate of Good Standing .............................................................................................................................................. 18
Certificates of Insurance ..................................................................................................................................................... 19
Recognizing that Crestview has clearly stated how important quality customer service is for your residents and
commercial customers, WM will feature this first, followed by our service plan for the City.
A Customer Service Experience For Tomorrow
In today's digital age, customers' service expectations are changing. Customers want a direct and
seamless experience - anytime, anywhere, and on multiple platforms and touchpoints. WM has aligned
with those expectations by transforming how we do business to deliver an unrivaled customer experience.
WM has made significant investments in technology to create a robust omnichannel to meet our digitally
conscious customers on their platforms – email, social media, live chat, and mobile apps. The WM
Omnichannel Customer Service Experience positively impacts the quality of customer interactions by
allowing us to reach our
customers at every point of their
journey, regardless of where
they started.
This digital transformation
breaks down communication
silos to put our customers at the
center of what we do every day.
It delivers the experiences
customers expect while
providing convenient, flexible,
and efficient customer service
solutions on their preferred
channels - including personal
one-on-one interaction. And as
customer expectations and
service trends evolve, WM can
leverage the Omnichannel
approach to develop forward-
thinking solutions to construct a
new customer service journey.
WM Omnichannel: Customers Conduct Business How and When They Want
Modern customers want to save time and expect 24/7 service and easily accessible solutions to their
problems without wasting time on hold or explaining the same issue to multiple people. Our holistic
strategy puts our customers in the driver's seat by allowing them to self-serve and handle routine issues
at their convenience.
WM’s Omnichannel Customer Service Platforms
WM.com Offers seamless navigation and an intuitive way for customers to learn about services
and solutions in their community.
AI-Powered Virtual
Assistant 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.
Interactive Voice
Response System
(IVR)
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’ve 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), 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.
WM Digital Customer Service Capabilities Residential Commercial Roll Off
Manage Accounts Allows customers to add or remove WM accounts and
manage all with your My WM Profile.
Bi
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AutoPay &
Paperless
Save time by receiving bills electronically and having them
paid automatically. Signing up for both autopay and
paperless can save customers some money, too.
Pending Charges Be informed of one-time charges before receiving invoice.
My Billing
Provides access to current and past invoices, allows
customers to save or update payment methods, and allows
partial payments or pay multiple invoices in one.
Bu
y
&
A
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j
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t
S
e
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v
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c
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Adjust Service Things are constantly changing - including service needs.
Our online options help customers adjust to change.
COMING
SOON!
Extra Pickup Avoid hassles of an overloaded container by completing an
online request for WM to come before your next service day.
Bulk Item Pickup Schedule a time for WM to pick up large trash items that can't
be recycled or repaired. COMING
SOON!
Container Repair If your container needs care, visit us online to schedule a
repair or replacement. COMING
SOON!
Roll Off Requests Schedule an exchange or removal of a roll off container
online, where you choose the date and see estimated costs.
Se
r
v
i
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D
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t
a
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View ETA &
Schedule
Stay informed of when WM is stopping by - including holiday,
weather, or other service schedule changes.
View Service
Visuals
Customers can see their container the way our drivers see it
with photos and videos. COMING
SOON!
Co
n
t
a
c
t
Manage Contacts
Assign a service contact or billing contact, or both.
Customers can easily make changes at any time to ensure
the right people are contacted with the right information.
Communication
Preferences
Customers stay informed by receiving the information they
want to receive and how they prefer to receive it.
Feedback
Let WM know what you think – we are all ears! We want to
keep doing what the customer likes or work to improve where
there may be opportunities.
WM.com: Mobile App:
A Dedicated, Local Website for Local Services
As part of our digital transformation, WM has created dynamic,
easy-to-navigate WM customer websites. These tailored-to-your-
municipality websites provide a single access point for service
information and the mechanism to request assistance 24/7 with
self-serve customer service solutions. Further alleviating the
need for a local call center, 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.
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 Crestview staff time and confirm your
community continuously receives accurate and consistent information.
Your community’s website is the digital
gateway for residents to self-serve
through WM.com, make service requests,
pay their bill, set personalized service
notification preferences, and more.
Answering questions, finding service information, and utilizing local services should be easy. WM’s local
website will give your community the information and tools they need - when they need them.
Cutting Edge Customer Service Center with Personalized, Convenient Solutions
At WM, we know that excellent customer service means going beyond meeting our customers' basic
needs and providing personalized, knowledgeable, convenient, and proactive service. That's why our
WM’s tailored-to-your-City
websites provide a single access
point for service information and
24/7 self-serve customer service
solutions.
Shown here are quick access
links to make payments, report
missed pickups, get general
assistance, and more, as well as
general Service Guidelines and
Instructions for your residents.
In a franchise implementation, not
all functions will be useful for all
residents, but improvements are
being released regularly.
state-of-the-art Customer Service Center is equipped with the latest customer support software and a
well-designed, intuitive call flow that allows our Customer Service Representatives (CSRs) to provide
customers with the right information or resolution they are looking for right away.
Customer Service Center Availability
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.
As one of Northwest Florida’s largest solid waste and recycling service partners, WM prides
ourselves on customer service and environmental stewardship. Our regional customer service
center is located in Tupelo, Mississippi, but our local office is located in Fort Walton Beach,
Florida.
In the event of an outage at our regional customer service center in Tupelo, WM maintains other
customer service centers throughout the United States that can support Crestview calls, if needed. Our
technology infrastructure allows calls to be rerouted among WM call centers in other regions in the event
of an emergency (e.g., power outage, natural disaster, etc.), creating system redundancy. The CSRs
have access to our Knowledge Management Tool, “Green Pages,” and can assist Crestview customers at
all times with community-specific information.
Professional, Well-Trained Customer Service Representatives
Our Customer Service Center is staffed with professional, well-trained CSRs who deal with complex
issues that cannot be resolved online. They place our customers at the center of what they do every day,
take the right steps to understand our customers' unique needs and make the best decisions to address
and resolve issues during the initial interaction. Follow-up calls are rarely needed due to WM’s customer
relationship management.
Our six-week onboarding training program, continual learning, and training opportunities allow WM to lead
the way in customer service and ensure that our CSRs are ready to support customers with
professionalism and a customer-centric focus.
Comprehensive Investments in Customer Service Technology
WM has made operational and capacity-building investments to customer service technology to better
serve our customers by strategically connecting them to the right information at the right time.
Onboard Computer Technology for Constant Contact with Drivers and Vehicles
WM's onboard computer technology allows us to improve workflow efficiency, reduce emissions in the
communities we serve, and makes it easier to provide effective solutions for our customers by:
• Obtaining real-time information related to all truck locations, stops serviced, service status
• One-touch cart service verification
• Proactively generating service tickets for cart repair or replacements for customers
• Centralized customer service for immediate and efficient issue resolution, including on-call
requests, rerouting, and customer service needs
Integrated Knowledge Management Systems
Green Pages is accessible to all WM CSRs nationwide, enabling our nationwide network of experienced
CSRs to instantly access service-related information, allowing WM to provide consistent, accurate
information during the most critical emergency situations.
Green Pages is accessible to all our CSRs nationwide, enabling our nationwide network of experienced
CSRs across to instantly access service-related information, allowing WM to provide consistent, accurate
information during the most critical emergency situations.
People First: Our proud, caring, and resilient CSRs are the foundation of our customer service success. That is
why WM has partnered with Genesys, a global leader in workforce engagement management, to gain greater
insight into our CSRs' professional and personal needs. Genesys’ AI-powered customer interaction management
platform allows us to create strategic data-driven workforce plans, which is invaluable to delivering proactive,
predictive, and personalized customer experiences while elevating our CSRs' experience and engagement.
Our Customer at a Glance (CAAG) KMS incorporates customer data from key WM systems into a single
application, allowing our CSRs access to comprehensive customer information, including customer
invoice and payment history, WM’s integrated billing system, Mid-Atlantic System (MAS), and onboard
computing that captures service history and service statuses.
With CAAG, CSRs are also able to manage first-call resolutions for customers regarding:
• Administrative actions (online
pay/autopay/paperless invoicing
• Bulky/large item
collection
• Commercial – extra pickup,
service changes
• Holiday schedules • How to Recycle Right • Service schedule changes
• Service/pickup schedule • Sustainability
education
• Weather and natural
disasters alerts
WM Smart Truck℠ Technology
WM Smart Truck℠ is our state-of-the-art smart technology that helps communities ensure the cleanliness
of their streets and stormwater systems, reduce contamination, and identifies recycling opportunities. This
smart technology enhances our customer service by:
• Educating customers on how to care for their trash and recycling
• Equipping drivers with the tools to capture real-time service opportunities via recorded
images
• Providing CSRs with the technology and tools to resolve issues quickly and accurately
through service verification
▪ How WM Smart Truck℠ Works
WM Smart Truck℠ technology captures footage of customer
containers as they are tipped into the truck during service.
Technicians review the footage 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 non-acceptable 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.
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.
Our proprietary Smart Truck℠ technology
captures video and photo of every
collection.
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.
Customer Experience Analytics: Voice of Our Customers Survey
WM 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.
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.
Bulk Waste Proposal
WM includes the collection of bulk waste once per household per quarter included in our rates. To
enhance customer service WM also offers to manage additional, appointment based, bulk collection at a
rate of $15.00 per cubic yard, that can be scheduled at the customer’s convenience. WM proposes a two
(2) cubic yard limit on bulk items similar to the yard waste specifications. We will administer this program
and provide the required notification and tracking of all such bulk pick-ups.
WM’s Commitment to the City of Crestview
WM aims to earn your confidence for the City’s Franchise Agreement to provide solid waste collection,
transport, and disposal services for Crestview's residents and businesses. We are equipped and can
prove our capability to service the City of Crestview for the five (5) year contract term commencing on
October 1, 2023 and would aim to continue with the option of one, five (5) year renewal term.
We are prepared to provide new receptacles by the start of the contract and facilitate solutions for the
options that the City is considering. We acknowledge that our services will be provided for the City of
Crestview’s nearly 10,000 residential accounts, over 500 commercial hand pick-up accounts, and the
roughly 800 commercial dumpster accounts.
As mentioned, WM will offer exclusive franchise services to satisfy the City’s requested Base Proposal
option as well as Alternates 1, 2, and 3. Additionally WM offers an Alternate #4 recommendation that
features the highest level of technology and the best customer service for your residents and businesses.
This alternative allows the City to maintain the twice a week solid waste service and weekly recycling and
yard waste while upgrading to a fully automated pickup service, which is safer, more efficient and more
cost effective for Crestview.
We have presented Crestview our robust Customer Service solutions that offer call center capabilities complemented
by anywhere, anytime, on any device access for those that prefer to go online. In addition, daily communication with
City staff as needed will be provided by our WM - Fort Walton Beach Hauling District offices.
CRESTVIEW – WM HAS YOU COVERED!
Communications and Quality Assurance
All vehicles must be equipped with good working communication devices. The Contractor shall provide their City Liaison and Route
Supervisors with proper communication devices so the City representative and office personnel can communicate with the Proposer’s
supervisor or liaison during working hours. The following represents the preferred method for ensuring quality assurance. Each Proposer may
provide an alternative method to achieve an equal level of assurance. Proposers should be clear in the provision of this section within the
proposal.
Industry-Leading Onboard Technology for Crestview
You do not have to look hard to find innovation in the automobile industry. Just as your personal vehicle
has progressed, so have WM vehicles. Our fleet’s technology needs are specific to the services we
perform, requiring us to custom develop and implement advancements based on what matters most to
WM - our partners and customers and our ability to deliver safe and efficient collection services with
outstanding customer service.
State-of-the-art trucks alone are not enough to meet expectations. Through our comprehensive
operations framework, Service Delivery Optimization (SDO), we harmonize the technology used onboard
our trucks with our logistics management processes, and the skills of our drivers. With technology,
processes and people working in sync, we are able to maximize safety, customer service, and efficiency
while collecting Crestview routes.
Onboard Computing System Provides Real-Time Driver Feedback
Our fleet of trucks for Crestview is equipped with our onboard
computing system (OCS), which enhances communication between our
operations and customer service teams. OCS replaced paper route
books with electronic route sheets that are updated in real time.
Collection drivers see all stops and service tickets on their touch
screens, which can be updated remotely and in actual time by our route
managers and dispatchers. Drivers use their OCS to log completion of
each service performed.
OCS is also a key tool for noting and communicating route exceptions such as blocked containers and
contamination. Each exception has a designated code. Drivers log the appropriate code at the time of
collection and have the option to add supplementary notes. If OCS becomes unavailable, our drivers use
a traditional paper route sheet to perform scheduled collections and manually enter routing exceptions.
Our Route Management Systems – Operational Efficiency at its Finest
With more purchases being made electronically, many of us have started tracking the status of our
deliveries online, and for the first time, we have had visibility into the complex logistics behind each
shipment. When we are anxious to receive a package, we watch every stop from the point of intake, to
transfers at regional distribution centers. Just as we depend on mail carriers to deliver packages on time,
the City depends on WM to collect waste and recyclables safely, efficiently, and on time.
Behind the scenes, WM meets these customer expectations with the help of our state-of-the-art
technology and software. Our entire fleet is equipped with an onboard computing system (OCS) – touch
screen tablet technology that enhances real-time route management and communication between our
operations and customer service teams. Through OCS, we use eRouteLogistics® software to build and
maintain our routes and Plan Versus Actual (PvA) technology to manage collection routes in real time.
In addition to confirming material is collected on time with fewer missed collections, our route
management systems benefit the County through:
• Operations Efficiency: Designing and utilizing the most efficient route means lower cost for
customers, less wear and tear on streets, and the ability to avoid heavy traffic patterns.
• Environmental Savings: Operational efficiencies gained through our routing process have
immediate positive effects on the local environment. Fewer miles driven means reduced
greenhouse gas emissions.
• Safety Improvement: Routes are planned in line with company safety policies and protocols.
Our routes accommodate traffic patterns and traffic flow, as well as avoid high pedestrian traffic
hours at locations such as schools, playgrounds, and parks.
eRouteLogistics®: Routing Software that Reflects Real-Time Developments
WM utilizes eRouteLogistics® to develop, manage, and modify routes. The software is used daily by our
operations team to ensure that each route is well-maintained and adjusted to reflect new developments
and changes in service levels, customer counts, and traffic patterns.
The eRouteLogistics program uses specialized software and a process analysis that bases routing and
rerouting on: ►Travel Distance ►Travel Time ►Disposal Operations ►Vehicle Capacity ►Time
Windows and ►Waste Stream.
eRouteLogistics displays customer locations in a user-friendly map through a variety of coloring and
labeling options and allows users to visualize existing and future routes. Updated in near real-time,
eRouteLogistics enables our route managers, drivers, dispatchers, and customer service representatives
to resolve any questions or concerns our customers or municipal partners may have concerning routes.
This web-based application integrates with our billing and customer database, Mid-Atlantic Services
(MAS). MAS provides daily updates to eRouteLogistics to capture new customers and service level
changes. eRouteLogistics features mapping capabilities supported by Microsoft’s Bing Maps technology.
Mapping is automatically updated via Bing Maps to reflect road changes and new community
developments.
Plan vs. Actual Technology: Managing Route Progress in Real Time
Using our Plan Versus Actual (PvA) technology, route managers and
dispatchers can track every stop on the route virtually. By following
the same route order every service day, we create consistency in
service and increased customer satisfaction. PvA software displays
how closely the driver followed the route, where there were delays of
more than 10 minutes, and where the driver had to deviate from the
route. Coaching consistency is important, and our general goal is to
run the route at least 90% as designed.
The graphic to the right shows the PvA tracking for an actual route. A
route order is typically denoted by blue squares (representing each
account on the route). The order in which stops are serviced is
denoted by the orange squares (based on when the driver "statuses"
the stop, meaning, completed the pick-up).
The driver updates the status of each container as it is collected. That route information is shared almost
instantly with the customer service center, so when a customer calls, our customer service
representatives know what has happened on the ground. This helps the route manager track down
disputed calls and helps the driver eliminate missed pick-ups.
Real Time Flexibility for On-Time Collections
We know not every day goes smoothly. Traffic can slow a driver on their route. A driver gets sick and the
route still needs to be serviced. Route managers and dispatchers can take a portion of a route, or an
entire route, divide it up among other trucks, and seamlessly drop those stops onto the other drivers'
tablets. This puts the customer first, allowing us to quickly react to all situations. Additionally, route
managers and dispatchers have access to each driver's tablet and can track how many stops are on their
route and progress to completion.
While sitting at their desk, our operations team can see where our trucks are located, the stops already
completed, and the day's work left to be collected. By dropping an electronic ticket on the map, the
software pinpoints the location of the issue and gives our operations team the tools needed to re-route
the work to the nearest truck.
Our drivers already service the areas around Crestview and are familiar with the City to make certain
your customers will receive excellent service. With the help of our route management technologies
our drivers, route managers, and customer service team work together to meet your service expectations of
on-time collections delivered in a safe and efficient manner day-in and day-out.
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.
WM Smart Truck℠ Technology: Collections Made Smarter
As the industry leader in developing innovative technology to improve our customers’
experience, WM has unveiled the WM Smart Truck℠ - a proprietary autonomous service data
collection platform that makes commercial collection smarter, safer, and more efficient while
improving service quality, which will debut on Crestview’s new commercial collection trucks under this
agreement.
Smart Truck technology documents service data and customer setout behavior through sensors and
onboard cameras to provide service verification and overage and contamination recognition. WM then
reviews the data collected on route, including vehicle location and photo and video documentation of
service. If an issue is identified, such as contamination or overage, the customer receives a notification
based on customer communication preferences. Additionally, Smart Truck assists with safety and
beautification efforts through identification of unsafe and/or unsightly containers by physical address for
proactive repair or replacement.
WM is at the forefront of developing and implementing sustainable
technologies that are revolutionary in the environmental services industry, and
Smart Truck is the latest in those continual efforts.
The Benefits and Value of Smart Truck℠
CUSTOMER SERVICE INNOVATION: WM Smart Truck℠ technology documents every collection
stop and shares that data – including real-time positive service verification and documentation of any
collection issues – with customers through the notification channel of their choosing. This allows for a
more open and transparent relationship with customers with consistent and direct communication.
COMMUNITY HEALTH & SAFETY: WM Smart Truck℠ protects community aesthetics as camera
monitoring allows us to proactively identify containers that are overflowing and cause unsightly litter
and odors. It is safer by automating processes that keep our drivers in the cab so they can focus on
operating their collection vehicle and monitoring their surroundings, decreasing injury risk as drivers
are not exposed to traffic and avoid lifting containers manually.
TARGETED EDUCATION & OUTREACH: WM Smart Truck℠ improves waste-related decision-
making with a focused, tailored education program in response to documented issues, such as
contamination or overages. Direct notification with customized education messaging makes for a
more personal connection with the customer and increases the likelihood they will take real action and
change behavior, improving diversion from landfills, and right sizing their trash services.
RATE STABILIZATION: WM Smart Truck℠ technology allows us to identify what residents put at the
curb, confirming that customers are subscribed to the appropriate service levels based on their waste
generation. After an initial 60-day intensive education and outreach campaign to launch the program,
customers who continually overfill containers or place contamination in recycling or organics carts are
subject to a charge, ensuring residents with incidents pay their fair share.
WM Smart Truck℠ Camera Technology
Many customers find that WM Smart Truck℠ camera technology for service verification negates the need
for the added cost of RFID technology. WM has included this feature as required but would welcome the
opportunity to further discuss if the City is interested.
A Targeted Education Strategy
Key to the WM Smart TruckSM program is pairing innovative technology with a strategic, targeted
education program. To shape waste-related decision-making and effect actual change, we must create a
personal connection with the customer (custom messaging) while providing real data and feedback
(photos/video) and clear education to follow. These efforts increase the likelihood that residents take real
action.
Reducing Contamination for Cleaner Recycling Streams
Contamination can ruin entire loads of recyclable materials and causes
extreme problems at recycling facilities, including safety issues such as
fires from hazardous materials (batteries) or tangling (plastic bags) in
sorters that must be manually cut out - a dangerous task for facility
workers. With WM Smart TruckSM, contamination enforcement and
education are made easy with:
• A standardized review process with checks and balances to identify contamination at the curb
• Account-specific photos that allow us to educate customers about contamination and recycling
right
• Ability to identify top contaminants by route to target outreach in your community
HOW SMART TRUCK TARGETS CONTAMINATION
1 2 3 4 5
A list of non-
acceptable materials
in recyclables specific
to your community is
developed
If potential
contamination is
identified in a
container, a trained
technician reviews
footage of cart’s
contents
A second trained
technician reviews the
first technician’s
findings and
contamination is
verified, if warranted
Notification is sent to
customer via email
(includes video of
incident)
Customer receives
contamination charge
as applicable per the
contract (after initial
60-day education
campaign in your
community)
Customers can be notified of any service issues via email or text within 24 to 36 hours of service.
Customers can set their preferred channel of communication (email, text, or phone) online at
wm.com/us/mypreferences.
QUALITY CONTROL MEASURES
How can you tell if a
cart is contaminated?
▪ Mounted cameras record service
▪ Every collection is reviewed and tied through GPS to a specific service address
▪ Picture at right shows sample image identifying contents of a contaminated container
collected from a service address and placed in truck
One in four items that
consumers place in
recycling containers is
not recyclable.
What happens when a
service issue is
detected?
▪ Dedicated team of trained technicians reviews the images from each route daily for
overfilled containers, contamination, damaged containers, graffiti, recorded service levels,
and more
▪ Any identified contamination is verified by a second technician
What quality control is
in place to ensure
accuracy?
▪ Our service consultants are trained to carefully identify service issues and contamination
▪ We have standard protocols for assessing every situation with built-in checks and
balances to ensure accuracy
PRIVACY & PROTECTING CUSTOMER DATA
Is this the first-time
cameras have been
used on WM collection
trucks?
No. WM has used cameras on trucks for almost 10 years. We use mounted cameras to improve
safety by assisting our drivers with rear and side-view perspectives, and documenting driving
incidents.
What about privacy?
WM will never share the images or customer information with third parties for marketing or data
mining. The photographs or videos are only used to educate and inform customers to improve
collection service, recycling, and diverting materials away from the landfills.
Smart Truck Outreach Campaign Raises Program Awareness, Sets Expectations
The WM Smart TruckSM program begins with a 60-day intensive outreach and education campaign
focused on raising awareness of the WM Smart Truck SM program in your community. This period will set
clear expectations and minimize any surprises to customers while setting a foundation for the program.
PROPOSED ROLLOUT: FUNDAMENTAL TO BEHAVIOR CHANGE & SUCCESS
60-Day Education Period
• Program introduced to customers via
postcard/email
• Additional education: social media,
municipal and WM websites, press
releases, etc.
• Customers guided to wm.com/mywm to
enable digital communications
• Customers with contamination and/or
overages are warned and are advised
they may be charged following
education period
Evaluation Period
• WM to send key data collected
during education period,
including # of overage and
contamination notices sent
• Identify customers with multiple
incidents (may require additional
education)
• Develop a plan to go live with
enforcement charges
Go Live
• Customers with contamination
and/or overages will receive
electronic notifications of
charges, and will see them on
their next WM invoice
• Continued education provided
to customers on how to
prevent overages and recycle
right, including social media
ads, newsletter articles, and
more
Suite of Education and Outreach Communication Materials
Following are a few samples of the Smart Truck program’s education and outreach communication
materials.
Social Media
Resources
Email
communications
Postcard
Service Delivery Optimization: Quality Assurance Framework
WM focuses on four performance principles in all our operations: Safety, Service,
Savings, and Satisfaction. To meet the goals of each of these principles, we use a
comprehensive quality assurance operations framework - Service Delivery
Optimization (SDO) - to define, track, and measure every aspect of our operations to
enable us to monitor for continuous improvement.
SDO is a marriage of technology and management to drive employee engagement, knowledge sharing,
and accountability, which give all our team members the mindset to meet and exceed our customers’
expectations. SDO was developed based on our extensive research of best practice operations from
businesses with expertise in logistics, employee engagement, and service delivery. The system, which is
unique to WM, will help us meet the benchmarks set by Crestview.
SDO creates an environment that focuses on continuous improvement and provides metrics so we can
coach everyone from our drivers to our district managers. The SDO mindset encourages all employees to
communicate their setbacks as well as their successes, which helps them unleash their potential. While a
setback means that something went wrong, it also offers an opportunity for improvement by figuring out
why it happened, learning from it, and making changes to prevent it from happening in the future.
Alternatively, when something goes right, we celebrate success to encourage repeat behavior and share
best practices. Rather than seeing the success of others as a threat, we want our employees to consider
their successes as inspiring and a source for learning.
By integrating technology and logistics management processes with the skills of our drivers, we improve
safety, facilitate real-time accountability, set clearer expectations, and enhance employee
communications, all of which ultimately maximize customer service and satisfaction.
SDO Management Procedures
WM takes pride in providing exemplary service. To manage and track our performance, we utilize SDO as
our proprietary best practices management tool. If an issue does arise, our SDO management
procedures are:
Service Metric SDO Procedure SDO Value
Safety Safety metrics, both present and past, are
summarized weekly and monthly. The report
includes the total recordable injury rate (TRIR) and
the vehicle accident rate report (VARR), which
address injuries and accidents, respectively.
Our goal is to return every employee home safely to their family and
friends at the end of every day. As part of SDO, we use established
safety metrics to measure and manage our operational
performance. Managers and drivers discuss these metrics at daily
launches.
Service Metric SDO Procedure SDO Value
Missed
pickups
Our operations team creates a report on a daily,
weekly, and monthly basis. The results are posted
by route and driver name in the drivers’ meeting
room to inform all our drivers where we are missing
customers.
This creates transparency and peer-to-peer accountability. Our
route managers actively engage with drivers regarding missed
collections. Drivers also participate in coaching and mentoring their
team members.
Noise and
spills
We track noise and spill complaints through our
customer service complaint log and report them to
Crestview as required.
Tracking noise and spill complaints gives our management team
insight into incidents that need to be resolved before they become a
nuisance for your community.
No can out
percentage
(NCO)
The daily NCO report tracks the percentage of a
route that was reported as “no can out.” This data
helps to inform operational compliance and identify
trends.
If the route is showing a high percentage of “no can out,” route
managers will conduct a “walk and talk” with our drivers on the
route. High percentages of NCOs may signal missed collections, a
situation requiring immediate correction.
Daily
efficiencies
dashboard
All efficiency data is combined into one daily
dashboard report, including homes collected per
hour based on each route’s efficiency goal, total
daily idle time by truck, and route sequence
compliance (Plan vs. Actual).
To confirm we are routing for safety, service, and savings, our
operations team meets every morning to review and discuss the
daily dashboard and make route adjustments, if necessary.
Truck weights This daily report lists the weight of every load from
the previous day by truck.
The report enables the operations team to review truck weights to
confirm they are within legal limits.
Fleet
maintenance
reports
Every morning, we track the number of trucks that
depart for collections versus those needing repair.
This data is summarized weekly.
Route managers use this report to coach drivers on proper
maintenance protocol. We need drivers to anticipate repairs to
avoid disrupting collections.
SDO Drives Real Results
While the information we capture is critical to each aspect of our business, what sets WM procedures
apart is the automated integration of that information into all aspects of our operations. The data from our
drivers not only provides task completion details, but it is also then automatically integrated throughout all
WM systems. Our significant investment in the technology that facilitates this provides the information we
need for improved safety, timely and detailed service reporting, cost savings, and ultimately enhanced
employee and customer satisfaction for Crestview.
Vehicles for Crestview
The following charts outline the collection vehicles that will be dedicated to servicing the City of
Crestview.
Make/Model Materials Collected Truck Type
Peterbilt 520 | CNG Fuel
Automated side loader (ASL)
31 cu. yd. capacity
MSW/Garbage/Recycling
7 in Crestview
Automated Side Loaders
Make/Model Materials Collected Truck Type
Peterbilt 567 | CNG Fuel
Rear loader
28 cu. yd. capacity
Bulk Waste
2 in Crestview
Rear Loaders
Peterbilt 320 | CNG
Solid Waste and Recycling
Commercial Dumpsters
3 in Crestview
Front End Loader
Peterbilt 567 | CNG Fuel
30-40 cu. yd. capacity
Commercial Roll Offs and
Compactors
Solid Waste and Recycling
As needed in Crestview
Roll Off Trucks
Peterbilt 548 | CNG Fuel
Heavy duty grapple loader
Boom/Claw truck
Residential Vegetative Waste
and Large Bulk Waste Items
1 in Crestview
Claw Trucks
Freightliner M2106 | CNG Fuel
Stake Truck
Cart And Container Deliveries
As needed for Crestview
Stake Trucks
Preventive Maintenance to Keep Vehicles and Equipment Safe
WM has a comprehensive Preventive Maintenance Program for vehicles and equipment. Disciplined
adherence to the program and associated tasks help us reduce breakdowns within our fleet and provide
Crestview with safe and efficient services.
Our program establishes a systematic procedure to
minimize all vehicle and equipment failures by monitoring
the current conditions and correcting defects before they
develop into safety concerns or costly repairs.
Our maintenance team performs regular quality control
audits and self-inspections for compliance of our
maintenance programs, enabling us to identify areas of
improvement and correct deficiencies. Our Preventive
Maintenance Program complies with all applicable state and federal requirements, and includes:
Preventive Maintenance Intervals: These intervals are based on vehicle or equipment utilization by
hours and/or days. Intervals are increased in the frequency in areas where severe operating conditions
exist, such as extreme temperatures, poor road conditions, etc.
Investing in Our Fleet
Each year, WM invests roughly $600 million in
vehicle and equipment maintenance. These
investments in our fleet safety, driver training,
and onboard equipment have resulted in a 57%
reduction in vehicle accidents since 2007.
Daily Driver Inspections: Before and after each shift, drivers are required to conduct a standardized
safety and maintenance check of vehicles and report on any items that may need service. Any defects
found during inspections are noted on the inspection form and transferred to a work order for a scheduled
repair. Safety-related defects result in the vehicle being removed from service until repairs are completed.
Fluid Sampling and Filter Changes: Our program requires scheduled fluid sampling and filter changes
at specified intervals.
Leak Prevention: After operating for 200 hours, each of our collection vehicles undergoes a spill and
leak prevention assessment. Mechanics inspect and replace worn hoses - prior to the manufacturer’s
recommendation. Drivers check their vehicles daily for leaks, including during pre-trip and post-trip
inspections.
In-Field Repair Response: If a driver experiences an issue while on a route, he/she calls into dispatch
immediately to report the problem. Our in-house maintenance shop will dispatch a mechanic out to the
driver immediately to make the necessary repairs. If
repairs cannot be completed in field, a backup collection
vehicle will be deployed.
Customers depend upon us to pick up and safely
recycle or dispose of their wastes; but they often fail to
notice our workers performing these essential tasks.
Although vehicle and equipment maintenance may
seem like common sense, it is an expensive and labor-
intensive task that many companies delay, discount, or even eliminate – but it is imperative to the safety
of our employees and customers that these preventive measures are completed.
Environmentally Sound Maintenance Procedures
WM has implemented several environmental procedures for fleet maintenance, including:
• Use of synthetic or semi-synthetic fluids that allow extended oil drain intervals in engine
transmissions, differentials and hydraulic systems and reduces the amount of virgin petroleum
stock required
• Collection and recycling of all fluids collected from vehicle maintenance by licensed recyclers
• Used oil filters are drained and scrapped, per regulations
• All filters placed in drain basins to prevent environmental pollutants from entering streams
Fleet Maintenance Facility
Our WM - Fort Walton Beach Hauling District facility has its own maintenance center to support our
compressed natural gas (CNG) fleet. The maintenance property includes:
• A 10,000 square-foot maintenance shop that services 51 collection vehicles
• 6 repair bays
• 16 certified technicians
• Operates 20 hours per day (2 shifts) Monday through Saturday
WM’s Preventive Maintenance Program is consistent
with the standards and procedures recommended by
the Technical Maintenance Council (TMC) of the
American Trucking Association and encompasses
the mandatory Department of Transportation (DOT)
inspection criteria set forth in Section 396 of the
Federal Motor Carrier Safety Regulations (FMCSR).
Automated Collection Carts for Crestview
Why WM Recommends Automated Collections
Customer Benefits
✓ Safer - no more lifting heavy bins or cans
✓ Carts are wheeled and easier to roll and reposition
✓ Attached lids help keep pests out and reduce fly-away litter
✓ Carts can hold more material than cans and come in a variety of sizes to meet customer needs – the automated side loader
mechanical arm can lift up to 2,000 pounds
Community Benefits
✓ Safer, quieter, more modern collection
✓ Greater curb appeal with a more uniform look on collection day
✓ Cleaner streets with less wind-blown litter
✓ Reduced truck traffic - more efficient service means fewer trucks and less drive time
✓ Lidded carts keep materials dry – material reaches recycling plant in optimal condition for reuse
✓ Carts are durable and long-lasting
✓ Stress-free upkeep - carts can be provided and maintained by WM
Operational Benefits
✓ Decreases risk of driver injury – fewer injuries due to lifting cans manually and less risk of being struck by passing automobiles
✓ Greater productivity as drivers can service more customers in less time
✓ Improves collection efficiency, which reduces operational and labor costs, helping to keep service rates competitive
✓ Automation positively impacts driver job satisfaction and retention
✓ Automated collection helps WM attract highly qualified, experienced drivers
Proposed Carts for Crestview - Cascade Carts:
Built for Durability, Convenience, and Sustainability
WM will partner with our preferred cart supplier, Cascade Cart Solutions, a certified
Women’s Business Enterprise, to manufacture and deliver new carts for your City. Our longtime
partnership spans more than 30 years with more than 17 million Cascade carts set out for WM customers to
date. Cascade prides itself on having top-of-the-class quality control and performance standards and
workmanship is backed by a 10-year warranty. We have successfully utilized Cascade carts for customers
throughout North America and look forward to providing them to Crestview.
EcoCart™: A Visible Commitment to the Environment and Recycling
In the midst of market disruptions that are threatening recycling programs across North America, WM and
Cascade Cart Solutions have teamed to create the EcoCart™ - the waste industry’s first collection cart
manufactured with at least 10% post-consumer plastic resin.
The EcoCart creates a closed loop system as it is manufactured with recycled residential curbside plastic
- bulky, rigid plastics collected straight out of recycling programs across the country - without
compromising durability or warranty standards. Additionally, the 96-gallon
EcoCart is available in a wide range of colors for your choosing – WM green,
black, dark blue, or medium grey.
WM is prioritizing the purchase of the EcoCart - one of our largest ever
purchasing commitments - as part of a new commitment to the Association of
Plastic Recyclers Demand Champion Program, which seeks to expand market
demand for recycled resins and improve plastic recycling in North America.
Utilizing the EcoCart, Crestview can be a sustainability leader by being among
the first communities to create a truly closed recycling loop with carts produced from consumer materials.
Cascade carts are equipped with RFID tags for collecting and tracking customer account information, and
Cascade’s product warranty meets all Crestview
specification and can be found at:
http://www.cascadeng.com/terms-warranties.
Cart and Container Deliveries
Each Crestview residential and/or commercial customer
will receive a new cart or container no later than one
week prior to their first scheduled collection day under the
new contract. Beginning in September, we will educate
customers on the benefits of cart-based 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/or social media outlets. At this time, 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. Crestview’s cart
delivery effort should take approximately ten business days.
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. Additionally, WM will verify
container placement and any access requirements.
Facilities for Crestview
Operations Yard WM - Fort Walton Beach Hauling District
108 Hill Avenue NW, Fort Walton Beach, FL 32548
This network enables us to
provide a single source of
responsibility, from transportation
through processing and/or
disposal of Crestview’s waste.
Transfer Station
WM operated Baker Transfer Station
1415 Charlie Day Rd., Baker, FL 32531
WM operated Okaloosa County Transfer Station
630 Transit Way, Fort Walton Beach, FL 32547
MRF Emerald Coast Utility Authority
9255 Sturdevant Street, Pensacola, FL 32514
NEW MRF 2Q `24 WM - Fort Walton Beach MRF
109 Ready Avenue NW, Fort Walton Beach, FL 32548
Landfill
MSW
WM - Springhill Landfill
4945 FL-273, Campbellton, FL 32426
Landfill
Yard Waste
Wright Landfill (Yard Waste)
1671 North Beal Extension, Fort Walton Beach, FL 32547
Award-Winning EcoCart®
Cascade Engineering was awarded the Design for Recycling®
award from the Institute of Scrap Recycling Industries
(ISRI)for the EcoCart®. According to ISRI, early predictions
indicate that through the manufacture of the EcoCart, 2.2
million pounds of post-consumer curbside recycled materials
will be removed from the waste stream annually.
WM is pleased to offer rates for the required Base Proposal, as well as Alternates #1, #2, and #3. We
have also provided Alternate #4, our preferred and recommended option for servicing the City of
Crestview. Alternate #4 provides a competitive price featuring automated garbage and recycling pickup,
consistent with today’s trending direction of industry standards, of which WM leads the way.
• The base proposal includes two times per week residential and commercial hand pick-up
services, one time per week recycling, and one time per week yard waste. Commercial
dumpsters by business need.
• Alternate #1 Provides the option of two times per week residential and commercial hand pick-up
services, one time per week no container yard waste, and one time per week recycling 96-gallon
cans. Commercial dumpsters by business need.
• Alternate #2 provides the option of one time per week residential and commercial automated
pick-up services, one time per week yard waste, and one time per week recycling 96-gallon cans.
Commercial dumpsters by business need.
• Alternate #3 provides the option of two times per week residential, one time per week yard waste,
one time per week recycling 95-gallon cans, no commercial services.
• Alternate #4 (WM’s preferred and recommended service option) provides two times per
week residential garbage automated cart collection service, one time per week residential
recycling automated cart collection service, and one time per week no container
residential yard waste service. Commercial dumpsters and commercial carts by business
as needed.
WM highly recommends Alternate #4 as our proposal for the City of Crestview to provide residents and commercial
customers with the best possible solution for solid waste and recycling services. Alternate #4 provides the highest
level of technology and the best customer service for your residents and businesses. This allows the City to maintain
the twice a week solid waste service, once a week recycling and once a week yard waste while upgrading to a fully
automated pickup service, which is safer, more efficient and more cost effective for Crestview.
WM looks forward to working with the City of Crestview and we aim to improve the level of service
for solid waste and recycling within the city limits.
Since 1893 when Waste Management founder Harm Huizenga began removing trash with a horse and wagon in
Chicago, WM has been working for a better tomorrow. But what started as ‘Waste Management,’ has evolved to
become WM - the world’s leading provider - and innovator - of sustainability services, and the work that started over
a hundred years ago continues every day, getting better, smarter, and more innovative.
We’re WM. Always Working For A Sustainable Tomorrow.
Company Qualifications
A Local Presence Backed by a Network of Assets for Resiliency, Even in Emergency
As North America’s leading provider of comprehensive environmental services, WM serves millions of
residential, commercial, industrial, and municipal customers throughout the U.S. and Canada by
collecting, transporting, and finding new uses for the waste they generate. We also collaborate with our
customers to help them achieve their sustainability goals through managing and reducing waste and
operating more sustainably.
To serve our diverse customer base, we have developed the industry’s largest network of collection
operations, transfer stations, and recycling and disposal facilities, led by a team of 49,500 employees
motivated to go above and beyond. Unmatched in geographical reach and ability, our resources enable
us to manage every aspect of our customers’ waste streams.
Financial Strength: The Foundation for Our Commitment to Crestview
As a wholly–owned, indirect subsidiary of Waste Management, Inc., Waste Management Inc. of Florida
(WM) does not report financial results. All financial reporting occurs through our parent entity. As a
publicly traded company, WM is held to the most stringent regulations for accurate and timely financial
disclosure.
Revenue in 2022 was $19.7 billion, and WM has an asset base of $31.4 billion. The company generates
strong and consistent cash flow and has access to an extensive line of credit. WM’s financial strength is
the foundation for our commitment to serve our customers,
perform our obligations, and protect the environment in
carrying out our broad services.
WM has achieved solid investment-grade credit ratings from
three major rating agencies. Most recently, the company has been assigned ratings of A-/A-2 by Standard
& Poor’s, BBB+ by Fitch, and Baa1 by Moody’s. The ratings are based on expectations that management
will maintain good liquidity, pursue a moderate financial policy, and allocate capital in a disciplined
manner. The credit outlook from each agency for WM is characterized as stable.
WM’s financial strength, as summarized above, gives Crestview assurance that we can and will fulfill our
obligations.
• WM is committed and financially able to perform all operations in full compliance with applicable
federal, state, and local regulations and to provide clear documentation of that compliance.
• WM offers the most extensive network providing waste management services in North America,
including transportation, disposal, treatment, recovery, remediation, waste identification, and
several other specialty services. This network enables us to provide a single source of
responsibility, from transportation through disposal of waste.
Full financial results are available on
our website at investors.wm.com.
•Typically, new capital requirements are internally financed by WM using cash flow from existing
operations - freeing our new trucks, carts, containers, and facility investments from the timelines
and terms of third-party creditors.
WM's financial strength helps us to continually advance services for all of the customers we serve,
including Crestview, and we are committed to maintaining that strength.
WM - In Northwest Florida
In Northwest Florida, Waste Management Inc. of Florida provides exclusive services
to over 700,000 customers including municipal and county governments in our area.
Our facilities located throughout the Gulf Coast service solid waste collections,
disposal, and recycling processing.
Incorporated in Florida on March 30, 1964, Waste Management Inc. of Florida and the WM - Fort
Walton Beach Hauling District, will provide service for the City of Crestview. We operate 26 hauling
facilities, 16 active landfills, 13 transfer stations, one Material Recovery Facility, and eight CNG fueling
stations. Our over 1,700 employees provide collection, recycling, transfer, and disposal service to
municipal, commercial, industrial, and residential customers
Many Gulf Coast and WM Florida districts rally to redirect resources during seasonal storms.
A local presence is invaluable - and trusted national resources are priceless.
WM - Fort Walton Beach Hauling District – Service Excellence for
Crestview
A Local Company Focused on Crestview
Backed by global resources, WM really is a local company
with hauling operations throughout Florida. We have
provided superior waste and recycling services from our
WM - Fort Walton Beach Hauling District to the surrounding
area for 55 years, serving residential, municipal,
commercial, and industrial customers.
WM - Fort Walton Beach Hauling District, will provide
Crestview with operational, management, financial, and
reserve resources as part of this Agreement. Our
outstanding history of past performance, regulatory
compliance, and superior safety record, along with the
financial and resource backing of North America’s largest environmental services company, gives us the
foundation needed to not only meet but exceed Crestview’s expectations for waste and recycling
services.
WM’s local employees are skilled and proud of their work. A total of 3 route managers, 1 operations
manager and 1 District Manager, with a combined industry experience of over 40 years, an average of 8
years each, support the daily operation of the WM – Fort Walton Beach Hauling District. Our 68 drivers
and helpers with 477 combined years of experience, or an average of 7 years each, currently drive over
44 routes on a regular schedule. We provide superior waste and recycling services from our WM – Fort
Walton Beach Hauling location to the surrounding area, serving more than 50,000 residential, municipal,
commercial, and industrial customers.
With 16 WM employees who live in Crestview, your residents are also our neighbors, associates, friends,
and family. The schools we serve are the same schools that teach our own children. The businesses we
serve are the same businesses that serve us as customers. The hospitals, police departments,
governments, and civic organizations we serve are also the same ones that care for and protect the
communities we live in, too. For all these reasons, we have a personal interest in helping make Crestview
a better place to work and live. It's a responsibility we take to heart.
Waste Management Inc. of Florida has carefully evaluated the Crestview RFP and commits to your solid
waste and recycling service requirements. WM - Fort Walton Beach Hauling District, has proven we have
the capacity, equipment, personnel, and expertise to meet our obligations.
We are well positioned to provide the services and operations you require on an
uninterrupted basis and our WM - Fort Walton Beach Hauling District team looks
forward to the opportunity to provide WM residential services for Crestview.
Waste Management Inc. of Florida
Waste Management Inc. of Florida, an indirect
subsidiary of Waste Management, Inc., was
organized and incorporated in Florida in 1964.
Our Gulf Coast offices are located in Destin, and
our team of professionals will service Crestview
from our WM - Fort Walton Beach Hauling
District Hauling District, which is located at 108
Hill Ave., Fort Walton Beach, FL 32548
WM’s Crestview Team – Your Route to a Seamless Transition
Brandon Shaw, VP Waste Management Inc. of Florida | Bshaw2@wm.com
Brandon Shaw has over 21 years’ experience in the waste and environmental services
industry. He began his career with WM in Atlanta as a Sales Representative in 2001.
Brandon has since held various roles, and worked in five different Areas, throughout
his WM tenure to include Sales Manager, Area Sales Director, Senior Area Acquisition
Integration Leader and Area General Manager. He is presently leading the Gulf Coast
Area for WM, which consists of over 1,600 employees and 60+ facilities.
Brandon has a Bachelor of Science degree in Business Management from Georgia Tech, where he also
played football. He currently resides in Destin, Florida with his wife, Becky, and four children.
Leah Talbot, Area Director, Public Sector Solutions | ltalbot@wm.com
As Public Sector Area Director, Leah Talbot oversees Waste Management’s Gulf
Coast service area which spans the coast of the Gulf of Mexico from Louisiana,
through the Florida panhandle and includes 25 districts, 15 landfills, 16 transfer
stations, 3 hazardous waste facilities, 1 material recovery facility and a regional call
center. Leah has been with Waste Management for 31 years. She provides leadership
support to front line managers and public sector sales executives. Leah would interact
with Crestview staff to maximize customer satisfaction and contract compliance.
Michael Beedie, P.E., Government Affairs Manager | mbeedie@wm.com
Michael is a Professional Engineer licensed in the State of Florida and the State of
Alabama focusing on Civil Engineering in the field of public works, including water,
wastewater, stormwater, solid waste and recycling. He has over 20 years of
professional experience with much of that experience in a supervisory role. Michael
previously served as the City Manager with the City of Fort Walton Beach responsible
for a $57 million budget over seven department and more than 300 employees.
Oversight included operation of a $4 million solid waste and recycling division for the City.
Michael is a Credentialed City Manager through ICMA, served on the Board of Directors of FCCMA,
served as the Legislative Chair for the Northwest Florida League of Cities and was named a Home Rule
Hero by the Florida League of Cities from 2013-2022. He is well versed in legislative affairs at the state
level and the internal operations of municipal government. Since November 2022, Michael serves in the
role of Senior Manager of Government Affairs for WM’s Gulf Coast Area, which includes Louisiana,
Mississippi, Alabama and Northwest Florida. He is a native of Northwest Florida and holds a Bachelors
Degree in Civil Engineering and a Masters of Business Administration from the University of South
Alabama.
Pamela LaCourse, Senior District Manager | placour1@wm.com
As a Sr. District Manager, Pam oversees the day-to-day operations of WM’s multiple
Hauling Districts across the Panhandle of Florida, including oversight of all the employees
that are responsible for our collection services in the area. She provides leadership support
to front-line managers for safety, operational, and service performance while also
diagnosing and improving processes and procedures. Pamela is responsible for the
District’s overall service and budget performance. She will interact with the City staff to maximize
customer satisfaction and improve service efficiency and the daily quality of contract services. During the
implementation of services, Pamela will oversee the completion of all operational tasks.
Pamela has been with WM for over 18 years and has demonstrated success Atlanta, GA and the
Panhandle of Florida in various roles including Customer Experience Manager, District Manager, Area
Centralized Dispatch Manager, and now Senior District Manager.
Tony Sidebotham, District Manager, WM - Fort Walton Beach Hauling District | msidebot@wm.com
As a District Manager, Tony oversees the day-to-day operations of WM’s Fort Walton
Beach Hauling District, Fort Walton Beach Transfer Station, and Baker Transfer Station.
He provides leadership support to front-line drivers for safety, operational, and service
performance while also implementing and maintaining processes and procedures.
He will interact with the City staff on a daily basis after implementation, and assist in building
communication and best practices between City and WM. Tony has been with WM for over five years,
and has 13 years in the waste industry. He has demonstrated success in various roles as Driver, Route
Manager, Operations Manager, and District Manager in Oklahoma City, Atlanta, and now Fort Walton
Beach.
Doug Rainer, Public Sector Senior Account Executive, Crestview Account Manager
(850) 499-0277 | drainer@wm.com
Doug will serve Crestview by overseeing WM’s implementation of the new agreement. He
will make sure all your needs and expectations are met. In addition to contract
management, Doug is a strong community citizen and will oversee support and
contribution activities to cultivate partnerships through participation in causes and events.
He will oversee the efforts of WM’s team to verify that obligations, such as reporting, service verification,
and customer outreach, are delivered per the contract, law, and company policy. Doug maintains
knowledge about legislation, regulations, and local ordinances regarding WM’s delivery of services.
Doug has more than 18 years of experience in corporate and municipal communication and public
relations and has been a WM team member since 2022.
Horst Steinkamp, District Fleet Manager | HSteinka@wm.com
As a District Fleet Manager, Horst oversees the maintenance department at WM in Fort
Walton Beach. He provides leadership support and training to technicians and is
responsible for managing all aspects of the maintenance department. He must familiarize
himself with the latest DOT laws and local statutes to ensure the fleet meets or exceeds
the DOT and WM standards. Horst has been with WM for over 20 years and is working in
maintenance for 37 years.
Joe Waddell
District
Operations
Manager
Chris
Parsons
Sr. Operations
Specialist
Jennifer
Graham
Operations
Specialist
Jordan
Keeling
Operations
Specialist
Joel
Izquierdo –
Operations
Specialist
Demario
Thomas –
Route
Manager
Earnest
Chaney –
Route
Manager
Chad Davis –
Route
Manager
WM will be proud to introduce Crestview’s WM team to the City!
Often taken for granted, or not evaluated, are the safety statistics that profile a waste services provider.
WM’s recently announced Safety Vision and Promise differentiates us from our competitors
and brings quantifiable added value to Crestview.
Putting People First with Robust Safety Programs and Technology
WM knows it is our duty to take every sensible step to prevent
injuries in the workplace and return our employees home safely
every night.
Likewise, Crestview depends on us to safely collect, process, and
dispose of their wastes while being mindful of our actions to
protect the environment that we share.
This is why safety is a core value for our company and we
understand the magnitude of this responsibility. We will strive to
confirm that each task, piece of equipment, and company policy
and procedure reinforces safe actions and behaviors.
Overall injury rates in our industry have improved substantially in
recent years and WM’s performance in this area is ranked among
the best. You do not need to search long to see how we fulfill our
commitment to safety – it is woven into everything we do – from hiring practices to training to advancing
safety technologies to preventive maintenance.
Get Home Safe Every Day
As a People First company, keeping our people and our communities safe is our top priority. The WM
Safety Vision and Promise empowers team members to consistently think and act in ways that directly
support and strengthen the safety culture at WM.
The Vision moves WM beyond a focus on compliance by cultivating a culture where health and safety are
the foundation of everything we do. Safety comes first on the job, all day, every day, without compromise.
Safety is a core value at WM. The behaviors in our Safety Vision and Promise protect what is most
valuable to us and to our customers: health and well-being.
Driver Safety
Drivers on their collection routes face many safety risks
that are beyond WM's control on a daily basis. We
prepare them for the risks they may face with in-depth
training.
Regional Training Centers
WM’s training centers for drivers and technicians are
located right here in Fort Myers, Florida and in
Glendale, Arizona. Both include maintenance shops,
driver training courses, classrooms, computer labs, and
‘People First’ is a core commitment of
WM. We commit to taking care of each
other, our customers, our communities,
and the environment.
technician workstations to simulate typical experiences at WM facilities. Newly hired drivers and
technicians selected from across the country travel to these centers for immersive onboarding programs
designed to enhance their capabilities. Trainees spend time in the classroom learning and then transition
into simulated driving courses and stations that provide scenarios reflective of day-to-day collection
conditions and obstacles – from severe weather, traffic, and responding to other drivers’ behavior. Upon
completion, drivers receive a comprehensive evaluation of performance in key safety areas.
Reinforcing Safety with Ongoing Training
Safety training is never “complete” at WM. All drivers participate in ongoing safety training, including:
• ‘Tailgate’ Meetings: Every morning each of our drivers attends “tailgate” meetings where safety
is a primary focus. Relevant and time-sensitive safety topics are often discussed, such as
upcoming weather forecasts for conditions, scheduled community events that result in more
pedestrian traffic, and road/bridge closures that may require alternative routes.
• WM SAFETY Defensive Driving System: Provides ongoing safe driving instruction specific to
waste collection vehicles. The system is refreshed monthly with videos that address hazards in
drivers’ daily operating environments. Topics include safe backing, following distances,
pedestrians, bicyclists, and rollover prevention.
• Observation Behavior Assessments: On a regular basis, WM route managers and driver
trainers provide on-the-job observation behavior assessments to evaluate driver knowledge,
operating behaviors, and safety/best practice compliance.
Advancing Safety Technology with a Better Collection Truck
With the safety of the City’s residents of paramount importance, not just any hauler
with a truck will do. Crestview demands a provider with the best safety record in the
industry; WM is that provider, and we have the data to prove it.
(source: Federal Motor Carrier Safety Administration)
WM is investing deeply in technology to keep drivers safe. A few features that we are incorporating into
our trucks include:
DriveCam®: Intelligent Dashcam Technology for Safer
Collection
DriveCam®, one of the safety innovations onboard our trucks, goes
beyond traditional dashcams by pairing machine vision with artificial
intelligence to identify risks as they occur on the road and respond
to the driver with real-time coaching.
DriveCam is mounted on the windshield of the interior cab with cab-
facing and road-facing cameras. When an unsafe condition is detected, such as critical following
distance, lane departure, or imminent collision, the device visually and audibly alerts our drivers, providing
an opportunity for self-correction.
Additionally, if an event is detected, video data is sent to WM route
managers for follow-up performance coaching with the driver.
Recorded events also help us appreciate the many times that our
drivers avoid collisions through using proper defensive driving
techniques. We believe our investment in DriveCam has
contributed to reducing our reported vehicle accidents by almost
80% since 2005.
Additional Onboard Technology Advancements
Back-up cameras Provide a view of the area behind the truck whenever the truck is in
reverse, reducing the potential for backing accidents and enhances
pedestrian safety.
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.
Heated rear view
mirrors
Provides fog and frost-free view of both sides of the truck. Mirrors are
adjustable electronically.
Bus-boy mirrors Angled convex mirrors allow the driver an unrestricted view of the area in
front of the truck. Especially valuable when pedestrians are present.
Extra Eyes on Your Roads
WM drivers can manually trigger
recording of video on the DriveCam in
the event they witness an emergency
situation or suspicious activity.
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.
Sears air ride driver’s
seat
Provides added comfort and excellent ergonomics for the driver. Includes
eight-way adjustability with lumbar support to help reduce driver fatigue
and improve performance.
Heavy duty disc brakes Provide the best stopping distance for heavy trucks in the industry.
Exceeds all applicable Federal Motor Vehicle Safety Administration
requirements.
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.
We value every voice, protect our communities, and strive for our employees to get
home safe, every day.
References from Crestview’s Neighbors
WM services more than 20 million municipal, residential, commercial, and industrial customers, and
there’s a reason for that. WM is unmatched in safety and service excellence. We are proud to present the
following local Florida references. The RFP requests three references and we are choosing to feature
these because, as requested, they have very similar service to what we are proposing. An added bonus
is that are truly local references as Crestview neighbors.
Reference Services Project Dates Annual
Revenue
City of Destin
4200 Indian Bayou Trail, Destin, FL 32541
Lance Johnson
(850) 837-4242 | ljohnson@cityofdestin.com
Exclusive
Residential and
Commercial
Services
2001 to
present $5,706,716
City of Niceville
208 Partin Drive, Niceville, FL 32578
Dan Doucet
(850) 279-6436 | ddoucet@niceville.org
Exclusive
Residential and
Commercial
Services
1992 to
present $1,350,468
Okaloosa County
1759 S Ferdon Blvd., Crestview, FL 32536
Jason Autrey
(850) 689-5772 | jautrey@myokaloosa.com
Exclusive
Residential
Services
2000 to
present $17,121,457
City of Mary Esther
195 Christobal Rd. N., Mary Esther, FL 32569
Jared Cobb
(850) 243-3566 | cmgr@cityofmaryesther.com
Exclusive
Residential and
Commercial
Services
1986 to
present $599,064
WM will perform all services associated with this agreement. No subcontractors will be needed at this
time, and WM does not qualify as either a Minority or Female Owned business.
WM will partner with our preferred cart supplier, Cascade Cart Solutions, to manufacture and deliver new
carts for your City. WM is happy to include Cascade Engineering, Inc. on our growing list of diverse
suppliers as Cascade received formal certification by the Women’s Business Enterprise National Council
as a woman owned, operated, and controlled business.
Supporting diversity among our suppliers will help us build a world-class supplier network - a network truly
capable of providing WM customers and communities with the best, most innovative, and cost-effective
solutions.
Proposer shall describe its strategy to ensure a smooth transition from the current Contractor to the successful submitter. The proposed
transition plan is of critical importance to the City. The Proposer shall be responsible for the delivery of new containers, roll-offs, etc., as
required by a transition. The Proposer shall provide a facility whereby the previous franchisee’s containers, roll-offs, etc., may be stored during
the transition. The Proposer shall be responsible for initial delivery to the proposed storage site or a site to be identified by the previous
franchisee. Upon delivery to the storage location, the previous franchisee shall be responsible for removal and transportation of said container,
roll-off, etc., at their sole expense.
Crestview’s WM Team will collaborate with WM’s full operations crew, as well as Crestview staff,
to customize a comprehensive Transition Plan for the City of Crestview.
Our Commitment to Crestview – A Risk-Free Implementation
WM shows our dedication to continuous improvement - better processes, more efficient procedures, and
investments in technologies that enhance our collection capabilities and customer service. Transitioning
service providers requires building a successful program that delivers infrastructure improvements,
dependable collections and enhances your residents and commercial customers experience.
The benefits to Crestview for selecting WM are comprehensive. We offer:
• Established and reliable collection services. We have the vehicles, collection equipment,
operations site, processing facilities, and systems in-place to offer a reliable transition.
• Invaluable experience. Our experienced team thrives on transitioning communities to WM
services and has proven, trusted, and customizable transition timelines.
• A commitment to continuous improvement. We seek to continuously improve our service and
offer the latest technologies and innovations in sustainability and integrated operational
technology. Our onboard technology allows us to manage routes and customer pick-ups in near
real time and seamlessly connect operations with customer service and dispatch – all leading to
greater service accuracy for our customers and enhance customer service.
• Regardless of which options are selected, Crestview can be assured that we will manage the
contract implementation with meticulous care. We have outlined our approach to the most critical
components of a new contract implementation, offering a seamless transition and every effort
to minimize service day changes and only minimal disruption to residents and commercial
customers.
When it comes to service transitions, WM is the hands-down leader and expert. With our industry
longevity, no other hauler has experienced more service changes and transitions than WM. The most
important aspect of any transition is ensuring that the customer is serviced when they expect to be
serviced; WM’s service platform keeps the customer at the forefront.
The goal of our implementation plan and process is to ease your transition worries by listening to your
needs and using what our experience has taught us. Communication is key. We prepare for each of our
implementations by assembling a fully-staffed transition team that can navigate through all the details.
The City’s transition team will have access to all the resources available through WM to smoothly execute
the transition. Furthermore, WM will communicate and coordinate service delivery directly with the
outgoing providers to ensure minimal disruption to residents.
We have introduced our services to many communities, and we have seen that a successful transition
more often than not recognizes that:
• Crestview needs a customized plan. We value the fact that the City is different and has specific
service requirements and goals. We have learned that taking the time to ask questions, listen,
and appreciate unique customer needs results in a smoother implementation. Together, we will
anticipate and overcome hurdles before they become challenges. We will work directly with
outgoing providers and City Staff to provide optimal service delivery to Crestview’s residents.
• Relevant local experience is key. Our local team has expertise in new contract start-ups and
relevant local experience with neighboring communities. Our extensive customer lists attest to
this fact.
• A smart approach includes proven processes and technologies. From operations to
customer service, you will find tested processes and innovative new technologies that allow WM
to bring Crestview a level of service reliability and customer satisfaction that is truly unmatched.
You will see these learnings intertwined throughout our implementation plan and within our entire
proposal. First, we cover core administrative competencies like customer service and data integrity, and
then we address our operational approach to the City-specific transition details such as how and when we
will deliver new carts, develop routes, purchase trucks, and develop residential communication pieces. A
transition will not be successful without both parts of the plan. Working with you, we are committed to a
smooth introduction of WM, our employees, and our collection services to the City.
• Proposed transition plan must meet or exceed the current level of service for solid waste, yard waste, and recycling collection services
currently provided.
Mitigating a Transition Effort
WM’s approach will always prioritize safety in our service to the Crestview community and we are
currently the best in the industry for our safety record. As mentioned earlier, all of our trucks are equipped
with DriveCam devices, and our drivers receive “On-the-Job” Training for a minimum of ninety (90) days.
We reinforce safety and service through on-the-road training and classroom training. Additionally, drivers
receive weekly safety training that emphasizes different topics related to safely operating vehicles while
complying with OSHA regulations. These practices, among many others explained here, will play a
significant role in our transition plans and mobilization timeframes.
WM is uniquely qualified to service the Crestview community with seamless continuity from day one of the
new agreement. WM - Fort Walton Beach Hauling District route analysts and operations team have
reviewed the current residential service schedule and will offer a seamless transition for residents, and we
will work minimize any service day changes.
• Individual or group of individuals that will oversee the execution of the transition plan.
Doug Rainer, Public Sector Senior Account Executive, and Crestview’s Account Manager will spearhead
transition efforts with the support of Pamela LaCourse, Senior District Manager and Tony Sidebotham,
District Manager. Route Managers will be designated and will assist in the route optimization plans.
• Proposed approach, including equipment, personnel, and schedule, for delivering containers to residents.
Please refer to the Transition Timeline provided below.
• Describe how the delivery of carts, dumpsters, and roll-offs will be conducted in coordination with the removal or use of existing carts,
dumpsters, and roll-offs.
Carts will be delivered the final week of September and should be completed within ten business days.
Our commercial delivery schedule will coincide with customers’ regularly scheduled collection day, and
deliveries will occur approximately one week prior to their first scheduled collection. WM will work with
City staff to develop alternatives for the disposition of equipment that is no longer needed.
• Overall schedule for the transition.
With new challenges facing us every day, WM is as committed as ever to providing industry-best service to our
customers and the communities we call home.
At the core of successful implementation is a combination of experience, careful planning, thoughtful staffing,
and clear communication at every level. All of WM’s collection equipment and resources are already in place,
eliminating any opportunity for customer disruption associated with a new contract implementation.
Should Crestview elect any new services, WM will be ready to implement any service level changes. Senior
District Manager Pamela LaCourse, with 18 years of industry experience, will lead the transition team and will
provide a detailed timeline for phases of transition for any new services. With resources already in place, any
service transition with WM will be smooth.
WM is the hands-down leader in transitions, providing more service transitions through the decades than any
other service provider. For your reference, we have provided an initial effort for our approach to Crestview.
Sample Transition Timeline of Implementation Tasks
The following sample timeline illustrates the meticulous planning that WM utilizes for any transition. We
will collaboratively customize and complete this schedule with City staff once dates and services are
selected and finalized. This chart is provided for your reference with preliminary data.
Implementation Key Tasks and Timeline
City of Crestview Sample Timeline May
2023
Jun
2023
Jul
2023
Aug
2023
Sep
2023
Oct
2023
4Q
2023
Key Milestones
Finalization of contract and City executes
contract at City meeting ✓
City of Crestview Sample Timeline May
2023
Jun
2023
Jul
2023
Aug
2023
Sep
2023
Oct
2023
4Q
2023
New contract starts ✓
Local Customer Service Center ✓ ✓ ✓
Review current route maps with City staff
and assess for changes ✓ ✓
Finalize Route Maps ✓
Operations and Contract Management
Procure carts and steel containers as
needed ✓ ✓
Order Crestview’s CNG fleet ✓
Internal WM implementation meetings ✓ ✓ ✓ ✓ ✓ ✓
WM and City staff implementation meetings ✓ ✓ ✓ ✓
Delivery of CNG Crestview collection trucks ✓ ✓
Deliver carts and containers ✓ ✓
Communications
Deliver detailed implementation/transition
plan to the City ✓
Develop and implement outreach
communications plan for new contract ✓ ✓
Operational Service Review Meetings with
Crestview ✓ ✓ ✓
Public Education
Collaborate with Crestview staff on the new
public education outreach plan ✓ ✓ ✓
Conduct outreach with commercial
customers ✓ ✓
Collaborate with the City on design and
distribution of materials ✓ ✓ ✓
County Services, Customer Service and Billing
Update customer service levels ✓ ✓ ✓
Update WM’s Green Pages and train
Customer Service team ✓ ✓ ✓
Review new services, codes, and rates with
the County’s customer service team ✓ ✓ ✓
City of Crestview Sample Timeline May
2023
Jun
2023
Jul
2023
Aug
2023
Sep
2023
Oct
2023
4Q
2023
BEGIN SERVICE ✓
Public Outreach Assistance for Crestview
WM’s Public Education and Outreach encompasses both introduction materials for new provider service
announcements, as well WM’s suite of Recycle Right tools that we can offer to
Crestview and your residents and commercial customers.
We will serve as a proactive partner with the City of Crestview to communicate with the residents
regarding all of the above. We will be happy to assist in any way we can, and we have a library of
resources, photography, and proven best practices that will aid every effort.
We will collaborate with Crestview’s Public Information Officer to conduct outreach to local news sources.
Press releases will be distributed throughout the contract implementation to promote key implementation
messages and dates, new service offerings, and community educational events.
As part of the transition, we will provide notices to customers informing them that WM is their new service
provider and will confirm collection days and general information related to their new residential collection
services.
After the final notification is completed, we will provide written confirmation to the City that all notices were
delivered to each customer unit to advise them of their new service provider and collection days per the
City's required timeframe. We can also make use of the City custom local website to share pertinent
information.
Education Shows Customers How Easy it is to do Business with WM
This WM provided communication channel – a WM hosted, templated local website -
is available at no charge to Crestview. Its value can be measured by the over 33,000
visits to other Florida customers that have taken advantage of this offering.
When it comes to ensuring residents are
aware of and understand a service transition,
multi-channel communication is key. In
today’s world, we cannot rely on one form of
customer communication, which is why we
have many methods of connecting with our
customers. All of our outreach efforts share a
common goal - to provide clear, concise, and
relevant service information. During a
contract transition, the City residents will want
to know:
• Who will be picking up their material and how to contact them
• What the major changes will be and how those changes impact them
• When new services and service-related changes go into effect
• How to properly participate in new services
• Where to go for more information
We will proactively answer these questions and engage customers in-person, online, through local news
outlets, and by providing printed material via direct mail. Our public education resources and outreach
efforts will include:
24/7 access to wm.com. We will collaborate with Crestview’ staff to build out a Crestview-specific
webpage that includes meaningful service information, photos, and resources that reflect the interests of
your community. Using WM’s local website, customers will easily find information about the upcoming
service transition as well as service information, disposal resources, rates, and recycling resources. If
Crestview staff desires additional communication platforms for residents, the online account management
functionality allows customers to:
Initiate service or request additional services Schedule an extra pickup or bulky item collection
View pickup schedule and collection ETA View holiday schedules
Request cart or container repair Learn about City events or special services
Samples of additional resources that WM will provide are offered here for your
review. Our Communications Team will coordinate with City staff to customize
wherever desired.
Welcome Postcard. We will mail
each customer a simple note to
introduce ourselves, inform them of
the upcoming transition, and reassure
them that more information will be
provided as we get closer to the
implementation date. At this time, we
will also direct customers to our
website, customer service center, and
upcoming community meetings for
more information.
A Comprehensive Welcome Packet.
We will make available a welcome
packet to each residential customer
that contains an overview of key
implementation information and dates, an overview of new services, rates, a collection schedule,
recycling guide, and information on local resources and events. In the event a customer’s service day is
changing, we will also notify them of their new pickup day as part of this mailing.
Here is an example of a format available to the City
Recycle Right: Proactive Public Education for Your City
Preserving natural resources and virgin materials through recycling is at the
heart of what our customers, communities, and WM want to accomplish. It is
a key component of our business, and it is what you, our customers, are
requesting. But recycling simply must be both environmentally and economically sustainable. By cleaning
up collection, reducing contamination and limiting what we place in our carts to material that has a reliable
market and can be reprocessed into new products, we can reduce the risk of recycling programs. A global
effort is underway to move the needle in a more sustainable direction, and we know that this process
starts with addressing contamination.
WM has dedicated manpower and made a significant investment in our Recycle Right education program.
The comprehensive, complimentary offerings found on the Recycle Right website provide tailored tools
for everyone from residents to businesses to educators to property managers as well as our government
customers. Recycle Right is successful at getting customers to change their recycling habits because we:
To view our Recycle Right
website and all of its
recycling education tools,
scan the above QR code or
visit wm.com/recycleright.
1. Clearly define the problem (recycling confusion and contamination), 2. Give consumers a reason to do
something, and 3. Simplify the message with three simple rules:
Recycle Right’s customer-specific tools and resources recognize that recycling presents different
challenges in different environments. Multifamily property managers need tools that are formatted in a
way that makes it easy for them to educate residents - a “what goes where” doorhanger or a new resident
welcome letter, while a business may really benefit from posters designed specifically for break rooms or
desk side recycling tips. Based on community-based social marketing precepts, the Recycle Right
program includes educational videos, printed inserts, posters, bin decals and bookmarks, a robust social
media campaign, elementary school resources that include a STEM-approved Curriculum for K-Five, and
other interactive tools you can use to make recycling sustainable for future generation.
Additional Recycle Right educational materials include:
FOR THE HOME
• Recycling Get Started Guidelines, Posters, and Container Labels
• Tips for Streamlining Recycling at Home
• Videos designed to help customers set up successful at home recycling programs
• Family recycling activities
FOR THE BUSINESS
• Recycling Get Started Guidelines, Posters, and Container Labels
• Tips for employee engagement
• Steps for setting up office place recycling
• Widgets linking to educational videos - these can be posted on business webpages
to help cross- promote Recycle Right resources
• Resources for how to recycle without using plastic bags
FOR THE SCHOOL
• Educational curriculum designed for grades K-5, including:
Lesson plans
Activities
Worksheets and lesson extensions
Videos
Posters and Container Labels
FOR THE COMMUNITY
• Recycling Guidelines, Posters, Container Labels and Resident Mailings
• Widgets linking to educational videos - these can be posted on municipal webpages
to help cross- promote Recycle Right resources
• Social media tools
• Cart tags
FOR PROPERTY
MANAGEMENT
• Recycling Get Started Guidelines, Posters, and Container Labels
• Multifamily Recycling Setup Checklist
• Customizable Multifamily Newsletters
• New Resident Welcome Letter
• Recycling Doorhangers
• Staff Recycling Training Factsheet
We are constantly adding new tools and resources to our Recycle Right education program and have
designed the program to be an ongoing resource for our customers with fresh materials and content
appearing regularly. A valuable part of the Recycle Right website, in addition to the tools and resources,
is what we call Recycling 101. Here, visitors can easily find what items are acceptable to recycle or dig
into some common recycling myths to ensure that you are recycling right.
wm.com/recycleright
WM firmly believes in education – it is the foundation of
everything we do regarding recycling. We invest to leverage all
communication channels and maximize those channels to best
fit our customers.
WM can Bring a Touch-a-Truck Event to Crestview!
WM uses its resources to promote our company, provide our customers with
informative and memorable experiences, and help spread the word about
safety. Children are naturally curious about our trucks, so we use them as tools
to educate and entertain. Our popular Touch-a-Truck experience is always
popular with children, who get to see the truck up close and can ask questions.
This also gives our employees a chance to talk about their job, special features
on the truck, and the importance of safety, especially around the truck. The
photograph here is an example of a Touch-a-Truck event at one of our WM
locations.
Waste Management Inc. of Florida (WM/WMIF) is a proactive partner with proven results. Our work
throughout Florida and North America is a testament to our professional approach over the long term and
we are committed to the opportunity to work with you in managing your environmental 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.
We believe this to be a significant opportunity for both WM and the City of Crestview. We strongly invest
in our partner customers and want to be your waste solutions provider of the future. We understand your
priorities and are well-equipped to provide the services and resources you need to achieve your collection
and disposal goals. We will provide tailored services to meet your operational needs and aim to work with
you for the life of the contract.
Secondly, we are committed to building a strong partnership by providing high quality, reliable service for
the entire term of the Agreement. We have shown ourselves to be a dependable partner in our long-term
agreements with neighboring communities/customers with similar needs to the City. We have the
resources to make needed adjustments, when necessary, to facilitate continued satisfaction for you and
your residents and commercial customers. WM will provide uninterrupted stability backed by innovation,
value, and best practices stemming from over five decades of experience. We are committed to being a
proactive partner to help you achieve your goals of dependable automated collections from a qualified
and experienced firm, reliable route completions, and consistent and efficient communications.
Lastly, entering into a partnership with WM will provide your City with high-quality, reliable service delivery
for an essential and highly regulated responsibility. We have the experience to develop a collaborative
implementation plan to provide a smooth and seamless transition. Our best-in-class collection,
processing, and disposal operations, along with our industry-leading safety and environmental practices,
will give you peace of mind that your wastes are being managed in full compliance with all regulatory
requirements and standards.
WM is dedicated to being the best environmental solutions partner for Crestview now
and in the future. Thank you for considering our proposal.
EXPECT MORE
FROM YOUR
ENVIRONMENTAL
SERVICES PROVIDER
WM provides each customer exceptional service at an outstanding value. Our goal is to build long-term
partnerships with our customers by providing the most through our assets, skilled employees that can
focus on safety, unparalleled customer service, and innovative technology - all while providing consistent,
quality service over the full life of the contract. When combined, these benefits allow Crestview to rely on
us for all waste management needs and save on your most valuable resource – time.
Proposed Rate Sheet Form
Proposer’s Acknowledgement Form
WM, the Gulf Coast Area, those at the WM - Fort Walton Beach Hauling District, and all the WM
professionals who would provide services to the City of Crestview want to reiterate our commitment to
you - that WM is prepared to meet the service expectations for your RFP. We aim to forge community ties
and a business relationship by implementing this proposal.
Exceptions/Clarifications
Rate Adjustments:
WM strives on providing the best possible service to our customers, which sometimes results in higher
rates than our competitors. For the City of Crestview, WM has put together a comprehensive
recommendation of solid waste and recycling services as part of our proposal. Because of this, WM
requests the possibility of allowing an annual increase in rates based on the Agreement Anniversary Date
utilizing the average Consumer Price Index, series CUUR0000SEHG CPI-U Water and Sewer and Trash,
US City Average, not seasonally adjusted, as published by the United States Department of Labor,
Bureau of Labor Statistics for the previously available 12 months.
Annual increases in rates allows for more reasonable rate increases to keep the rates near market and
spreads the necessary rate increases evenly over the life of the Agreement.
Extraordinary Rate Adjustments:
Occasionally, the economy drives costs higher than expected for providing solid waste and recycling
services due to increases in inflation, fuel, etc. WM would like to request the addition of the following
Extraordinary Rate Adjustment clause into the Agreement to fully capture increased expenses and lost
revenue associated with performance of the Collection Services hereunder due to any one or more of the
following causes:
a. Uncontrollable Circumstance (see Force Majeure);
b. Changes in Applicable Law that is effective after the Effective Date of this Agreement;
c. Increase in surcharges, fees, assessments or taxes levied by federal, state or local regulatory
authorities or other governmental entities related to the Collection Services;
d. Changes in baseline assumptions, such as changes in volumes collected and changes in the
amount of container contamination;
e. Increase in the cost of transportation, including fuel and third-party transportation costs, as
determined by reference to the Energy Information Administration of the U.S. Department of Energy's
("EIA/DOE") Weekly Retail on Highway Diesel Prices for the U.S.
f. Changes in the cost of labor as determined by the U.S. Bureau of Labor Standards, Employment
Cost Index CIU20100005200000I, Total compensation, Private industry, Transportation and material
moving, Collective Bargaining Agreement or Actual Labor and Benefits Increases (or an equivalent).
g. Changes in the cost of equipment as determined by the U.S. Bureau of Labor Standards, Producer
Price Index, PCU336120336120, Heavy duty truck manufacturing and costs arising from supply chain
impacts (or an equivalent).
h. Any other extraordinary circumstances or causes or reasons that are not within the reasonable
control of WM.
Brandon Shaw, Vice President,
Waste Management Inc. of Florida
If WM requests an Extraordinary Rate Adjustment pursuant to these terms, it shall prepare a Rate
Adjustment request setting forth its calculations of the increased costs/lost revenue and accompanying
adjustment to the Rates necessary to offset such increased costs/lost revenue. The City may request
documentation and data reasonably necessary to evaluate such request by WM, and may retain, at its
own expense, an independent third party to audit and review such documentation and request. If such
third party is retained, the City shall take reasonable steps, consistent with Applicable Law, to protect the
confidential or proprietary nature of any data or information supplied by WM. The City shall approve all
properly calculated Rate adjustments within ninety (90) days of WM’s request, and the adjusted Rates
shall be deemed to take effect as of the date of WM’s request.
In addition, if the request is based upon any new or increased third party fees, taxes, assessments or
charges, the City shall approve the Rate adjustment within such time period as necessary to ensure that
such fees, taxes, assessments, or charges are passed on to Service Recipients by the date the same are
effective.
WM requests the opportunity to negotiate the terms of this proposed clause as part of the development of
the final Agreement.
Force Majeure:
WM understands the inclusion of a Force Majeure clause in every Agreement. Normally, this clause
covers natural disasters, extreme weather, and other unforeseen events. However, the COVID-19
Pandemic presented an opportunity to update this clause with the following proposed language:
From and after the Date of this Agreement, a Contractor's performance hereunder may be suspended
and its obligations hereunder excused in the event and during the period that such performance is
prevented by a natural disaster, pandemic, epidemic, extreme weather, or other unforeseen events a
cause or causes beyond the reasonable control of the Contractor. Such causes may include, by way of
example and not limitations, acts of God, epidemics, acts of war, riot, fire, explosion, accident, flood or
sabotage; lack of adequate fuel, power or raw materials, judicial administrative or governmental laws,
regulations, requirements, rules, orders or actions; injunctions or restraining orders; the failure of any
governmental body to issue, grant, or the suspension or revocation or modification of any license, permit
or other authorization necessary for the services envisioned by this Agreement; national defense
requirements; labor strike, lockout or injunction.
Other Terms & Conditions:
a) Any renewal term would be in writing by mutual consent of both parties
b) Will clean, paint, or replace containers as needed rather than every 24 months
c) Unfortunately, WM cannot agree to the Favored Nations Clause as there are too many
differentiating factors in each Agreement. These factors include customer density, frequency of
service, population, etc. The pricing and terms provided by WM in our proposal are based on current
market conditions within the City of Crestview based on the requested services. WM is open to
negotiating the annual CPI and extraordinary price increases as part of the Agreement to ensure the
City of Crestview receives the best value for the required services.
d) WM office and storage facility would be located at 108 Hill Avenue NW, Fort Walton Beach, FL.
Based on WM’s investment in Customer Service technology, we feel it is not necessary to have a
physical location within the City limits. Our customer service is the best in the industry, and customers
will have 24/7 access to WM CSRs for any issues or requests.
e) WM is unable to allow the current provider to store equipment at our site for liability reasons.
f) WM understands the City of Crestview has an active contract for debris removal after storm events.
This proposal is not meant to replace or subsidize the City’s debris removal contract, but WM is willing
to assist in any way possible after storm events with pricing to be negotiated as part of this Agreement.
g) WM requests that the Termination Without Cause or For Convenience clause be amended to
include a Time to Cure provision to allow us to correct any issues with the required services. WM is
prepared to make an initial investment in capital, equipment and people to perform the services
included in this Agreement for the entire length of the Agreement. Therefore, WM will pledge to cure
any issues within the agreed upon Time to Cure.
h) WM is not able to agree to a payment of $500,000 to the City if the City were to approve
subcontracting or assignment of the contract.
i) WM would handle any complaints and resolve them within 24 hours of notice, including issues that
arise on a Friday. We pride ourselves on our best-in-industry Customer Service.
j) WM does not provide collection and disposal of Tires & Batteries as requested in the RFP. However,
we are committed to working with City Staff to develop a process and cost to collect and dispose of
these items in the proper manner.
k) WM cannot provide real-time access to videos and maintenance records but can provide reports,
images, videos, etc. to the City as requested by City Staff for any issues or complaints.
List of Acceptable Recyclable Materials
As a society, we understand that recycling is important, but in order for recycling to make an impact, we
have to recycle right. Today’s most successful and sustainable recycling programs emphasize the value
of the acceptable materials. We must ask ourselves, does this material have a viable market? If the
answer is yes, we must also ensure the material we are recycling is properly prepared, clean, and free
from contamination.
Our list of acceptable materials is reflective of today’s market reality and includes only materials that meet
industry quality standards and have viable market demands. However, due to the length of our Contract
with Crestview, it is important to allow for the possibility that this list may need to be adjusted at some
point. Contract language must support our collective need to make changes to acceptable materials in
order to respond to global market demands as well as protect the quality of material we process. In light
of these considerations, we propose the following contract language:
Single Stream Specifications
RECYCLABLES shall be dry, loose, not bagged, and include the following*:
Aluminum food and beverage containers - empty Glass food and beverage containers – brown, clear, or green - empty
Ferrous (Iron) cans – empty PET plastic containers with the symbol #1 – empty
HDPE natural plastic containers with the symbol #2 (milk and water
bottles) – empty
HDPE pigmented plastic containers with the symbol #2 (detergent,
shampoo bottles, etc.) - empty
PP plastic food grade containers with symbol #5– empty Newsprint
Old corrugated containers Magazines, glossy inserts, and pamphlets
Catalogs Cereal boxes; detergent, gift and snack boxes
Telephone books Printer paper
Copier paper Mail
All other office paper without wax liners PP cold beverage cups with the symbol #5
NON-RECYCLABLES include, but are not limited to the following:
Bagged materials (even if containing Recyclables) Microwave trays
Mirrors Window or auto glass
Light Bulbs Ceramics
Porcelain Plastics numbered #3, 6, and 7, and unnumbered
Plastic bags, expanded polystyrene Coat hangers
Glass cookware/bakeware Household items such as cooking pots, toasters, etc.
Flexible packaging and multi-laminated materials Wet fiber
Excluded Materials Fiber containing, or that has been in contact with, food debris
Any recyclable materials, or pieces of recyclable materials, less
than 2” in size in any dimension
Materials: (a) that contain chemical or other properties deleterious, or
capable of causing material damage, to any part of Company's property,
its personnel, or the public; and/or (b) that may materially impair the
strength or the durability of the Company's structures or equipment.
DELIVERY SPECIFICATIONS
Single Stream Materials delivered by or on behalf of Customer may not contain more than ten percent
(10%) non-Recyclables and may contain no Excluded Materials. In the event that the Single Stream
Materials do not meet Specifications, Customer shall have the sole responsibility for any resulting
settlement or adjustments, including price reductions, transportation, and disposal costs. Loads not
meeting the specifications may be rejected in whole or in part by Company.
Company may reject in whole or in part, or may process, in its sole discretion, Recyclables not meeting
the specifications, including wet materials, and Customer shall pay Company for all increased costs,
losses and expenses incurred with respect to such non-conforming Recyclables including costs for
handling, processing, transporting and/or disposing of such non-conforming Recyclable Materials which
charges may include an amount for Company's operating or profit margin (collectively the “Cost”). Without
limiting the foregoing, and Customer shall pay a contamination charge for additional handling, processing,
transporting and/or disposing of Non-Recyclables, Excluded Materials, and/or all or part of non-
conforming loads and additional charges may be assessed for bulky items such as appliances, concrete,
furniture, mattresses, tires, electronics, pallets, yard waste, propane tanks, etc.
Company reserves the right upon notice to discontinue acceptance of any category of Recyclables set
forth above as a result of market conditions related to such materials and makes no representations as to
the recyclability of the materials. Collected Recyclables for which no commercially reasonable market
exists may be landfilled at Customer’s Cost.
WM strives to be transparent in our proposals. We feel a balanced contract will benefit both parties over the term of
the Agreement. As such, we have provided the above requested additions, clarifications, and exceptions for your
review and consideration. We respectfully request the opportunity to discuss and negotiate these items
with the City of Crestview and aim to reach a mutual agreement.
Attachment #1:
Sworn
Statement
Florida Statutes
On Public Entity
Crimes
Attachment #2: Drug-Free Workplace Certification
Attachment #3: Conflict of Interest Disclosure Form
Attachment #4: Liability & Indemnification Form
Attachment #5: Certification of Independence and No Conflict of Interest
Attachment #6: Public Access Form
Attachment #7: Performance Bond
WM has provided a Consent of Surety, and if awarded, will complete Attachment #7 and provide a
Performance Bond.
Consent of Surety
Attachment #8: Bid Bond
Attachment #9: Noncollusion Affidavit
Addendum Acknowledgement Form
Certificate of Good Standing
Certificates of Insurance
WM secures gold-standard insurance coverage to protect our partners. Going above and beyond, we
provide environmental site liability coverage, which covers all active sites that are owned or operated by
WM. It offers third-party liability for bodily injury and property damage, and off-site clean-up coverage,
coverage for both sudden and non-sudden pollution incidents, and transportation coverage including the
loading and unloading of the vehicle. Crestview can rest easy with WM as your service provider knowing
that you are always protected by best-in-class insurance. Copies of our certificates of insurance are
included on the following pages.