HomeMy Public PortalAboutAdams Sanitation Proposal_Crestview Trash RFP_Proposal_FinalA P R I L 2 8 T H , 2 0 2 3
Solid Waste And Recycling
Services Proposal For:
1
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Review Committee and Hon. Council Members,
First, thank you for your service to our community. We know what it
means to be in public service and we appreciate you for what you do.
Our team of 70+ employees is excited to compete to serve the
citizens and businesses of Crestview. Crestview is going places and
we hope to earn the opportunity to be a part of that journey.
The Crestview area is home for us and so this opportunity isn’t just
about making a profit. Certainly, we want to see our company
continue to grow and prosper but we also want to make a positive
impact on our community. If given this opportunity, we’ll be serving
our friends and neighbors and they’ll be relying on us to provide
consistent quality service. We are proud of the business we’ve built
and we know that if selected, our reputation will be on the line.
Our proposal wasn’t priced to be the lowest bid but it was priced to
ensure that we will have the resources to do the job right from the
start. We don’t have shareholders and our decision-making will not
be limited to profitability. When the inevitable difficult decisions
arise to choose between short-term profit or preservation of our
reputation in the community, we’ll choose our reputation every time.
You have a tough decision ahead of you. The safe and efficient
removal of waste is one of the most important services that a city
provides. Your process has shown that you take the matter seriously
and whatever decision is made, we trust that it will be the one that is
in the best interests of the citizens. While we know that Adams would
be a great partner with the City, as longtime members of the greater
Crestview community, the City will continue to have our support
whatever the outcome.
Crystal and Nathan Boyles
Adams Sanitation Owner, Crystal Boyles, CPA
Adams Sanitation Chief Trash Officer, Nathan
Boyles
3 Acronyms
4 Pricing
6 Customer service program
13 Innovative approach to services
20 Technical Proposal
ADAMS SANITATION OFFERS FREE BEAR
LOCKS TO AT-RISK CUSTOMERS
December 22, 2022
Pensacola News Journal
A N I N N O V A T I V E A R O M A
L I N G E R S A R O U N D A D A M S S A N I T A T I O N
D e c e m b e r 2 2 , 2 0 2 2
P e n s a c o l a N e w s J o u r n a l
ADAMS SANITATION SUPRISES 2,500THCUSTOMER
August 27, 2019
Crestview News-Bulletin
Table of Contents
2
Crystal and Nathan Boyles pose for Waste
Today, a national trade publication, in April
2023.
26 Transition Plan
30 Recycling Education Plan
32 References and Endorsements
34 Appendix
3
Acronyms and Other Terms
RMS -Route Management Software
VOIP -Voice Over Internet Protocol
MPU -Missed Pickup
CSR -Customer Service Representative
RFP -Request for Proposal
CDL -Commercial Driver License
RFID -Radio Frequency Identification Device
TrioES -Trio Environmental Services
Team Adams continues to grow thanks to a robust
subscription market in Santa Rosa County.
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Solid Waste Recycling
RFP #23-04-28-PS SOLID WASTE COLLECTION AND DISPOSAL SERVICES
Yard Waste Franchise Fee Total
Proposed Rate SheetForm
Residential
Base Proposal
Alternate 2
Alternate 3
Bin Size/ Frequency
cubic yard
6 cubic yard
8 cubic yard
2 Cubic Yard
4 Cubic Yard
Commercial monthly service Rates
Total
$21.33
$21.33
$20.62
$24.11
$8.42
$5.12
$4.96
$5.80
$5.61
$5.61
$5.43
$6.34
$2.12
$1.92
$1.86
$2.18
$37.48
$33.98
$32.87
$38.43
xx xx xx xx
Alternate 1
Base Rate Franchise Fee
1 per week
2 per week
3 per week
4 per week
5 per week
6 per week
$110
$187
$273
$381
$476
$570
$6.60
$11.22
$16.38
$22.86
$28.56
$34.20
$116.60
$198.22
$289.38
$403.86
$504.56
$604.20
1 per week
2 per week
3 per week
4 per week
5 per week
6 per week
$149
$263
$394
$522
$657
$789
$199
$338
$507
$672
$841
$1011
$234
$414
$619
$823
$1029
$1231
1 per week
2 per week
3 per week
4 per week
5 per week
6 per week
1 per week
2 per week
3 per week
4 per week
5 per week
6 per week
1 per week
2 per week
3 per week
4 per week
5 per week
6 per week
$8.94
$15.78
$23.64
$31.32
$39.42
$47.34
$11.94
$20.28
$30.42
$40.32
$50.46
$60.66
$14.04
$24.84
$37.14
$49.38
$61.74
$73.86
$157.94
$278.78
$417.64
$553.32
$696.42
$836.34
$210.94
$358.28
$537.42
$712.32
$891.46
$1071.66
$248.04
$438.84
$656.14
$872.38
$1090.74
$1304.86
5
Crestview Courthouse, a drone's eye view.
Miscellaneous charges
Commercial 96 Gallon Hand Cart
1 per week
2 per week
3 per week
XX
$46.00
XX
XX
$2.76
XX
XX
$48.76
XX
Residential Extra Cart
Commercial Extra Cart
Dumpster Latches
Dumpster Casters (2&4 Yard Only)
*Commercial Extra Lifts/Yard*
Includes blocked dumpster call-backs
Dumpster Gate Access Fee
$12
$24
$10
$15
$20
$10
$.72
$1.44
$.60
$.90
$1.20
$.60
$12.72
$25.44
$10.60
$15.90
$21.20
$10.60
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Customer Service Program
By communicating well - Adams Sanitation can prevent most problems
before they start. That is why we have a member of our executive team
tasked with ensuring we communicate with our customers clearly and
concisely. This investment ensures everyone from the customer to the city
councilperson has the right information at the right time.
Communication for and With City Leadership
Adams Sanitation sees this contract as a partnership with the City of
Crestview for more than just trash service. This contract is a chance for us
to help city leaders realize the vision they have for the Crestview
community.
Our resources will be at the disposal of the City to help City leadership
achieve their goals . Whether it is sharing information on our social media,
posting signs on our property or hosting a live event to raise awareness
about proper recycling - we will be ready and able to assist.
In addition to our efforts to reach out to the community on behalf of the
City - we will integrate with city services to make trash pickup issues easier
to solve for both citizens and public servants. We propose hiring and
installing an Adams Sanitation customer service team member within City
Hall at the customer service counter. Having an Adams employee at City
Hall will mean less frustration for citizens and city employees. The CSR at
City Hall will help them set up new accounts if they are new in town, or
help them deal with a missed pickup. If they need a dumpster, our agent in
City Hall will help customers get that service as well. Anything a resident
needs from Adams Sanitation that they might come into City Hall for - we
will quickly and professionally resolve for them. The CSR will be a full time
employee of Adams Sanitation - but they will be expected to help City of
Crestview employees with issues that connect to trash as well. The
employee will serve as a liaison between city employees and Adams
Sanitation - providing another nexus of communication between our two
organizations. The in-house customer service representative will have all of
the abilities to solve problems for the
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S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
7
Customer Service Representative Jada Roarx helps a customer.
City and for customers any other representative of our company would have. In short, they can make problems right,
set up customers' service and ensure our crews in the field have the best information to do the job right.
Additionally, we will hire a contract manager specifically for the Crestview trash hauling contract. This individual will
bear responsibility for ensuring that we meet and exceed the contract terms. This employee will work with City
Leadership on a daily basis to ensure that communication is flowing smoothly and that we are meeting community
expectations.
With Residents
Our subscription market customers, who number more than 16,000, require more individualized attention than most
corporate trash haulers are used to. Some have once-weekly pickup, while others get their trash taken twice every
week. About one in ten customers recycle. Still, others take part in our clean cart program and have their trash cart
switched out every quarter. Good communication from us requires clear and concise conversations with dozens of
different subgroups whenever a change is or could be made. As a result of all of this practice, we continue to
improve our communication skills. It’s just one more way where ‘growing up’ as a subscription-based trash company
has given us an advantage over our larger competitors. This communication requires multiple channels to ensure the
correct information gets to customers at the right time.
Communications Tools
Email
We use email to reach customers to let them know about service changes. While this method catches most everyone
in a subscription market that isn't necessarily the case for a franchise. While we will utilize email for customers who
opt-in, we will also deploy additional methods to communicate with city residents.
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
The Adams Sanitation Mobile App
We actively search for innovative technologies that aid in a positive
customer experience to implement at Adams. We are working with partners
like ReCollect to develop and roll out a mobile application for customers,
which will hit the app store before the first trash pickup day. Our app will
offer users a multitude of widgets that let them take trash into their own
hands. The Adams Mobile App will allow us to communicate service
information and send reminders to customers of their collection days. All
features of the mobile app will also be available on our website, following
the same timeline as the mobile app.
We reviewed multiple solutions to bring cutting-edge technology to the City
of Crestview and believe ReCollect’s technology has the superior product in
the industry.
We’ve included this expense in the cost-model we have presented in this
proposal. We will ensure wide distribution and downloading of this app by
residents of Crestview by working with the City of Crestview’s Public
Information Manager to publicize the app as a simple and effective way to
do everything trash related - from scheduling an out-of-specification
special pickup to learning about holiday route changes.
Social Media
Our social media presence spans several platforms, meaning Adams can
reach multiple key demographics with information about their trash service.
Adams posts daily to our social media pages. Adams' social media
presence works as a force multiplier for our customer service team. We
regularly scan and reply to customers' comments on social media.
The number of followers on Adams' social media says it all - we have
similar numbers to our multi-state competition. Engaging content
encourages people to follow Adams' social media, providing a platform to
communicate important service announcements, an opportunity overlooked
by bigger competitors.
Text Message
Adams Sanitation utilizes software that allows us to text message our
customers who opt in to this feature. We use this platform exclusively to
inform customers about changes they will see in service - meaning no spam,
just crucial information about garbage and recycling pickup.
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"Adams has been so
great to my family .
Even days we are in
Houston getting my
husband cancer
treatment and we had
forgot to put out our
cans I called and they
didn't hesitate to go
the extra mile and get
our can from my house
and put it back . The
employees are always
so nice and friendly."
Customer Reviews
- Christina Thompson
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Public Relations
The Adams Sanitation Public Relations team has years
of experience dealing with natural disasters and
informing the public about plans of local governments
and companies in response to those natural disasters.
Our experience with crisis management means city
officials and residents can rely on the necessary, quality
information about garbage service, whether it's a
marvelous Monday in March or the day after a
hurricane hits in October.
Website
Adams Sanitation's website is easy to navigate and
provides answers to customers quickly. Customers can
rapidly find the most common tasks they come to the
website to perform, such as paying their bills, signing up
for service, researching their trash or recycling days, and
learning about ancillary services.
In addition, Adams keeps a blog on the website, which
helps inform the public about trash and recycling. This
blog adds to our search engine optimization efforts,
making it easier for citizens to find our website and
direct their questions about trash service to us.
Adams Sanitation is dedicated to providing transparent
and accessible information to our customers. To that
end, we will dedicate a page
(AdamsSanitation.com/crestview) on our website to all
information regarding the City of Crestview's waste
collection services. During the transition period,
customers can reference this page to learn about pick-up
days, policies for bulk and yard waste collection, and
other relevant information.
After the transition period, this page will continue to be
updated with important service changes and frequently
asked questions, ensuring that our customers always
have access to the information they need - in a place
they expect to find it. Our goal is to make waste and
recycling collection as simple and straightforward as
possible for the residents of Crestview.
9
O u r C o m m u n i c a t i o n s C h a n n e l s
• Text Messaging
(Holidays, Emergencies)
• Email
• Social Media
• Public Relations
• Website
• Phone App
Our Communications and Marketing team
work together to ensure customer satisfaction.
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
System For Complaints
At Adams Sanitation, we understand that service failures can disrupt our customers' lives and our operations.
That's why we've made reporting problems and missed pickups (MPUs) as easy as possible.
Customers can go to our website and submit a missed pickup form in 30 seconds or less. They can also leave
notes for our team, if necessary. Once submitted, the information is immediately available to our staff, who will
handle the issue promptly.
We take MPUs seriously. We determine the cause of every MPU to identify and eliminate systemic issues. All
MPU submissions populate on a live database that links to mapping software. The mapping software acts as a
heat map, allowing us to see problem areas in real-time and proactively resolve the issue.
In addition to the missed pickup form, customers can email us directly through our website to submit complaints
or compliments. These submissions are promptly handled by our customer service team.
These tools and processes demonstrate our commitment to providing excellent customer service and ensuring that
missed pickups are minimized and are handled promptly and efficiently when they do occur.
Response Times and Assurances
At Adams, we pride ourselves on providing a higher level of customer service. We train our crews to go the extra
mile. However, mistakes can and will happen. Adams will provide meaningful, easy-to-use and transparent
communication channels for customers to report service issues. When notified, we will promptly investigate and
resolve those issues. Missed pickup or service-related problems reported by 2 pm will be reviewed and fixed on the
same business day. Service complaints made after 2 pm, or on a non-operating day will be reviewed and resolved
on the same day when possible but no later than noon on the next operating day following the complaint.
Of course, making this promise is easy, and the proof will be in the pudding. We've carefully evaluated the
resources needed to execute on these promises. Because of our commitment to meet our standards, our bid may
not be the lowest price. If selected, the Crestview City Council can rest assured Adams will dedicate the people
and equipment necessary to do the job right and promptly fix issues when they arise.
1 0
Check out our missed pick up form now
at adamssanitation.com/mpu
1 1
Bulk Waste
Collecting bulk materials is often a substantial conflict
point between the trash company, the city, and citizens.
Customers expect discarded items placed by the road to
just disappear. City leaders simply want the citizens to
be satisfied and operators recognize substantial costs, a
loss of operational efficiency, and equipment availability
issues which can hamper their success. There are two
ways to address this issue:
A) substantially limit the amount of bulk trash citizens
can dispose of. Forcing citizens to find alternate
disposal means, which leads to illegal dumping and the
accumulation of bulk at the roadside.
B) adopt a model that meets customer expectations.
Adams proposes Option B. We specifically propose a
two-tiered bulk waste collection system as follows:
Tier 1: Our first line of defense against bulk debris is our
25-yard rear-load garbage trucks. We train our crews to
take all bulk items at the time of regular garbage
collection - so long as they can safely load the item(s)
without injury to the employee or damage to the truck.
Of course, we also specify the item must be legally
disposable at a municipal solid waste landfill.
Our version of Maroon 5
Tier 2: We will dispatch our liftgate fleet to collect white
goods and bulky items that our rear-load truck crews
can't handle. Our rear-load crews will tag bulk items not
collected in our Route Management Software (RMS) for
collection within three operating days by our liftgate
trucks. The Crestview contract will include one full-time
truck and liftgate crew dedicated to collecting materials
in the City limits and a second truck and team based at
the Crestview operating facility and servicing both
Crestview and our adjacent Okaloosa County service
area. Our experience tells us this ratio will be more
than adequate for the City of Crestview’s need.
Adams proposes to remove up to two cubic yards of
bulk debris from each City residence or business once
per calendar quarter without additional charge. Adams
team members will note these collections in our RMS
and provide this information to the City on request.
Adams will collect additional materials according to the
proposed fee schedule for customers requesting service
frequency or quantity exceeding what's in the contract.
Our Recollect platform will allow citizens to
conveniently schedule and pay for these additional
bulk collection services when needed.
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Yard Waste
Adams proposes to collect yard waste per the requirements of the RFP.
Adams crews will collect up to two cubic yards of yard waste per customer,
provided they place yard waste material by the roadside in stacks or
bundles of not more than one cubic yard each. Customers must trim limbs
to no more than six feet in length and limbs must not be more than four
inches in diameter.
Adams proposes using rear-load garbage trucks with two or three-person
crews to collect yard waste at least once weekly on a specified day in
compliance with the RFP terms. While using crew members to collect yard
waste may take more time than a grapple truck, we believe that properly
trained, compensated, and supervised employees do a better job picking up
yard waste without leaving debris on the right-of-way. Grapple trucks are
excellent for rapidly removing large quantities of bulk material, and their
abilities make them ideal for storm clean-up and other special-use
circumstances. However, we understand the City seeks a more personal and
thorough approach to waste removal.
To ensure the highest level of service, Adams proposes an operating
model that dedicates a crew full time to each route within the City.
Committing employees to specific routes ensures route competency,
substantially reducing missed pickups and ensuring accountability. This
model incentivizes crews to take ownership of their route and care for each
household. This model also removes the question of responsibility - as one
crew will have total accountability for each specific group of Crestview
residents. Our drivers will have full ownership of their route, from trash, to
recycling to yard waste. This approach may cost slightly more, but provides
the high level of service we think Crestview needs and deserves. Please note
that per the RFP, if the City selects Alternate #2, yard waste shall be
limited to containerized material only.
Rapid Cart Guarantee
Crestview continues its rapid growth. As the City welcomes new residents,
you'll want to put your best foot forward. For a family settling into a new
home trash pickup is essential.
Our continued rapid expansion in Santa Rosa County keeps us in good
practice for logistics challenges relating to cart delivery. Our in-house,
dedicated cart delivery team is why we can promise a cart to a new
customer's home in two business days or less. We already perform this
service daily.
1 2
Example only: Adams Sanitation
creates educational material
that is fun and engaging for
customers to reference. If you
are reading this digitally, click
on the infographic for a close up!
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
It will be nothing new for us to implement this in Crestview successfully.
These crews will supplement initial distribution as needed and maintain
timely distribution of carts within Crestview for new customers throughout
the contract term.
Innovative Approach to Services
Adams Sanitation believes our growth presents an opportunity for
advancement to the citizens of Crestview. Adams has committed time and
resources to ensure employees receive marketable skills training; and we
work to promote every employee who is determined to better themselves.
Adams has promoted many skilled employees into management. Allen
Kent, our Light Truck Fleet Supervisor, started with the company as a non-
CDL driver on rural Okaloosa routes. The team quickly realized his can-do
spirit and infectious positive attitude and promoted him to lead the Light
Truck Fleet. Allen ensures new customers get their carts in the promised
two days or less, runs our clean cart program, and solves other myriad
logistical challenges in the Adams operations.
Joey Smith started with Adams Sanitation in March of 2021 as a part time
CDL driver - and now manages the company's commercial services and
fleet operations. His ability to lead and ensure problems get solved has
been essential and has resulted in his continued professional growth.
Adams continues to give our employees the training, tools and
opportunities so they can lead successful and financially secure lives.
Our flagship promotion program, Jumper-to-Driver, allows employees who
start at entry-level positions on our trash pickup routes to earn their
Commercial Driver License, CDL, free of charge. Businesses will typically
sell this service for thousands of dollars. Adams is giving the training away
for free! Adams Sanitation recently received final approval from the
Florida Department of Transportation for our CDL School. With a CDL, an
employee can drive large commercial vehicles. This opportunity opens up
infinite possibilities for career advancement and financial stability to our
employees.
1 3
Allen Kent rose through the ranks to a
supervisory position at Adams Sanitation
thanks to his motivated, high-energy
personality.
Joey Smith started as a part-time CDL
driver for Adams Sanitation in 2021. He
now manages our commercial and fleet
divisions. He also is the certified instructor
for our in-house CDL School.
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
We recognize our office staff are essential to the long term success of our company - and we invest heavily in their
development as well. We ensure all of our office staff meet required minimums for employment - and then offer
them learning opportunities to grow their skills. This makes them more valuable employees who assist residents more
rapidly, ensuring high customer satisfaction. As part of our ongoing efforts to support our team members, we offer
office skills training to interested employees. Through this program, employees receive computer-based training for
both Microsoft Office and Google Workspace. Learning how to use these tools ensure effective communication,
collaboration, and productivity in the modern workplace. We aim to equip them with the tools they need to succeed
in their roles and advance their careers. We believe that investing in our employees is not only beneficial for them
but also for our customers and our company as a whole. By supporting the growth and development of our team
members, we can deliver the highest-quality service to our customers.
Technology and Missed Pickup Reporting
Tremendous advancements have occurred in the last ten years in the waste industry. We've gone from route sheets
to digital maps with dynamic routing, cameras that give decision-makers a real-time look into driver performance,
RFID-enabled carts, and more. Adams has adopted these technologies - and other innovative advancements to
ensure that Adams is the leanest and most capable company possible.
Missed Pickup Mapping
Adams Sanitation is committed to providing high-quality waste management services. To ensure we continuously
improve, we developed an innovative missed pickup mapping widget that allows us to gain real-time insight into
where we fall short, and correct the problem early. This widget leverages open-source mapping technology, analyzes
missed pickup complaints entered by customers or company representatives, plots them on a map, and tags them
with a time and date stamp.
1 4
Adams Sanitation's Missed Pickup Tracker Map.
Data can be made available in real time to the
City.
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
The software allows the Adams Sanitation team to see where and when we
miss pickups, so we can address issues as soon as they happen.
Furthermore, our missed pickup mapping widget allows us to refine our
employee training programs and identify and eliminate recurrent issues to
ensure our team delivers the best possible service to customers.
Nextiva
At Adams Sanitation, we want to make it easy for customers to reach us.
Nextiva, a Voice Over Internet Protocol (VOIP) phone system that we
recently upgraded to has helped us take our customer service to the next
level! Customers are presented with a menu of options, so they can select
the reason for their call. This information allows us to pull up the correct
information about their issue more quickly, shortening call times, allowing
us to help more customers per hour, and reducing customer wait times.
This new system has been a game-changer for us. It allows us to quickly
and efficiently direct customers to the correct department or representative
who can assist them with their specific issues. The software also tracks
types of calls we're receiving, giving us valuable insight into the needs of
our customers.
We're excited to continue using this technology better to serve residents
and businesses of the City of Crestview.
Live Chat
Our live chat feature on our website is also a valuable feature for
customers. The system has significantly reduced the number of calls we
receive daily. This means that customers spend less time waiting on the
phone for assistance.
The chat feature is available during business hours, and it is handy for
customers who are at work and may not have time to wait on the phone for
an answer. By providing a quick and convenient way to communicate with
our customer service team, the chat function allows customers to resolve
their issues efficiently and without interrupting their workday.
1 5
Our customer service team has made the
transition to the next generation in VOIP
technology.
Hundreds of customers sign up, pay bills
and have service-related issues solved in a
jiffy, thanks to our chat feature on
adamssanitation.com. The chat function
has also led to a noticable drop in average
call volume and wait time as well.
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Fleet Monitoring and Camera Platform
Adams Sanitation prioritizes safety on the road, that is why we have
reviewed and tested multiple fleet monitoring platforms in our efforts to
replace our current system with the next generation technology. Through
our research and testing, we have narrowed it down to two options.
Both options under consideration allow us to be compliant with the truck
and camera requirements listed in the RFP. Each system provides a safety
dashboard that monitors multiple factors, such as speeding, tailgating,
turning g-force, and collisions. Drivers receive a safety score based on their
driving behavior. If an event occurs that lowers the driver's score, the
software provides specific coaching suggestions to managers. Additionally,
drivers can track and improve their score through self-coaching provided
by the software. One of our potential options captures an image every time
a cart is tipped to ensure accountability of the crew and aid in the speedy
resolution of MPUs.
All softwares supply real-time engine diagnostics, which alert managers to
temperatures, fluid levels, and engine codes. These measures help them
ensure the safety of our drivers and other drivers on the road and increase
our fleet's longevity, resulting in safer streets and lower costs for the
residents of Crestview.
RFID Trash Carts
Adams Sanitation will implement RFID chips on all carts to ensure accurate
and efficient tracking of waste pickup. The RFID chips communicate with
readers on the trucks, logging when a cart is emptied. This enables us to
keep track of each pickup and ensure that all carts are serviced in a timely
manner.
One of the fleet monitoring platforms we are considering integrates RFID
chips with the camera system on the trucks, taking a photo when each cart
is tipped. This provides us with a time and date stamp as well as the
geolocation of where the cart was emptied. This information is valuable for
record-keeping and allows us to verify pickup locations and times, ensuring
that all customers receive the proper service.
1 6
A look at our current video
monitoring system that provides live
feeds into our truck cabs.
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
1 7
Adams Sanitation Mobile App
We understand that a majority of consumers prefer self-service
over making a phone call. We began working with an app
developer, ReCollect, to give customers the capability to book their
own bulk waste pickups, set automated trash day reminders, get
updates on holiday changes, and more. One of the key features is
the ability to schedule and pay for extra services such as extra
bulk collection.
The app also provides a valuable tool for customers to learn how
to properly dispose of items in our area, offering suggestions of
where to dispose or recycle the item. By using the app to search
for specific items, customers can make more informed decisions
about how to dispose of their waste and reduce their
environmental impact.
If given the opportunity to serve the City of Crestview - we intend
to have this value-add ready to use before first pickup, aiding in a
smooth transition. Developing a mobile app for customers to use
demonstrates Adams Sanitation's commitment to innovation and
its desire to provide the best customer satisfaction possible.
Embedded CSR / Integrated with Technology
Adams Sanitation proposes the placement of a dedicated
customer service representative within the City of Crestview's
Water and Sewer Billing Department to enhance customer service
and improve communication. The representative will be on duty
during the same hours as the City of Crestview's Water and Sewer
office employees. The representative can give customers easy
access to report issues, seek assistance, and ask questions. This
approach will streamline communication and facilitate prompt
resolution of citizen's concerns. If the regularly embedded CSR is
absent, a backup customer service team member from our main
office will fill in at the City office.
At
Other Companies
One in four employees is a woman
At most other trash companies
in the United States, only about
5% of employees are women.
Source: Zippia.com
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
The embedded employee will be authorized to make resolutions up to a
one month service credit to immediately resolve issues. This option will
ensure that customers have easy access to Adams Sanitation and receive
the assistance they need, improving resident satisfaction with the city.
Alternatively, if the City of Crestview does not want to pursue this
arrangement, Adams Sanitation will establish an office in Crestview, open
during the same hours as The City of Crestview's Water and Sewer office
where citizens can be referred.
Route Management Software
Adams Sanitation uses advanced route management software to ensure
efficient trash collection and keep track of collection data. Each driver has
an in-cab tablet that they use to log the status of each stop on their route.
The software allows employees to input whether or not the customer's trash
was picked up, if it wasn't out, or if any other interference prevented the
garbage from being collected, such as unpermitted waste in the trash or
construction work blocking the cart. When exceptions occur, our software
enables us to quickly notify the customer why their trash or recycling was
not collected - and what they can do to ensure collection in the future.
Our software collects, and timestamps all data digitally with the driver's
initials and is immediately available to office staff in real-time. Our
technology allows for quick identification and resolution of any issues or
missed pickups.
Nextiva
Nextiva has revolutionized the way Adams Sanitation delivers customer
service. With Nextiva's call management system, customers are presented
with a menu of options when they call, enabling us to quickly determine
why they are calling and directing them to the appropriate representative.
This helps us provide a more personalized experience and ensures that
customer issues are resolved quickly and efficiently.
Customers in the queue are given regular updates on their position in the
queue, ensuring that they understand their place in line and feel reassured
that their call will be answered. This has helped to reduce customer
frustration and improve overall satisfaction with our service.
1 8
Software, just like trash carts and
trucks, is essential to a high-quality
trash hauling company.
"We just had Nick and RL as
our trash men. They were so
nice and respectful to me and
my husband. They cleaned up
the area around where the cans
were, were fast and efficient
and explained our services in
detail. They have great
customer service skills. I wish we
could have them every
Wednesday and Saturday!
They are definitely valuable
employees and deserve
recognition for going above
and beyond."
Customer Reviews
Chad and Wendy Poteet
South Santa Rosa County
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
2018 2019 2020 2021 2022
15,000
10,000
5,000
0
Adams Manages
Rapid Growth Well
Supervisors are able to view calls as they come in, allowing us to direct
staffing as necessary and ensure that we have enough representatives
available to handle customer inquiries. This has helped us to improve the
efficiency of our customer service team and reduce wait times for
customers.
Access to all of our technology and data regarding the Crestview trash
contract will be available to a representative of the City of Crestview to
provide transparency and oversight to the citizens of Crestview. This will
ensure high quality work takes place every day for customers - and give
you the data to prove it.
Built on a Subscription Model
At Adams, we do things differently. We are ok with our uniqueness and we
hope you will be too. We're different from other companies because we
built our business differently. We don't focus on minimum compliance with
contract terms or just keeping three council members happy. We've had to
construct our entire operation to produce customer satisfaction - or lose our
customers. Most of our customers are not in exclusive franchise markets, so
they can leave if we don't meet their standards. Our results speak for
themselves. In five years, we've grown from 1,400 customers to over 16,000,
98.5% of whom are Adams customers by personal choice. The remaining of
which are citizens of the Town of Jay. The leadership of Jay, Florida, where
we have an exclusive contract for service, wrote us a strong
recommendation as a result of our customer-first approach. We've included
the letter in this document.
If awarded the opportunity to serve the citizens and businesses of
Crestview, we won't vary in our approach. After all, if we provide
outstanding service, we are confident that the citizens will be pleased and
willing to pay a fair price for the services provided. If the citizens remain
happy, we believe City leadership will remain happy, resulting in a long-
term relationship.
1 9
Overall customer growth
since 2018
6,000
New hires made in a month to
stand up service in Santa Rosa
County
Number of new trucks
purchased to begin Santa Rosa
County Service
1,400
2018
8,500
2020
15,000
2022
45
10
Number of customers onboarded
between Thanksgiving 2020 and
New Years 2021.
ADams is ready to help crestview
switch companies without a hassle!
Adamssanitation.com
Adams Sanitation awards a Student of
the Semester every quarter with
$2,000 toward the school need of their
choice
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Technical Proposal
Company Qualifications
Local
Adams Sanitation began forty years ago with a dream. The goal was
simple: make people's lives easier by providing an efficient, cost-effective
way to eliminate their trash in the small communities surrounding
Crestview.
The Boyles family bought the business from the original owners five years
ago. The company had about 1,400 customers, and a few modified pickups
doing service as ‘garbage trucks’.
Today, Adams Sanitation has 16,000 customers, almost 30 modern
garbage trucks, and 70 full-time professionals committed to trash pickup in
three counties across northwest Florida.
Adams Sanitation's determination to provide a community service that is
dependable at a fair price has propelled the growth of the company. It
helps that the company employs locals, some of the hardest workers you'll
ever encounter.
From the company's executive leadership - most of whom live in Okaloosa
County, to the jumper on their first day at work - the employees at Adams
Sanitation have a personal stake in the area's future. What that means for
the residents of Crestview is that everyone at the company wants this
endeavor to succeed. A deal with the City of Crestview isn't the 20th-
largest contract Adams will have on its books. Crestview is where Adams
employees and owners shop for Christmas presents and groceries and
where they meet friends for dinner.
Nimble
Adams Sanitation's relative size compared to the competition means we
can act with agility that isn't possible for multinational or multistate
competitors. The time for a new idea to go from the drawing board to
implementation at Adams is hours - not months. In the last year, we have
successfully rolled out several innovative programs to meet the needs of
our customers.
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35 Miles
Milton
Crestview
Santa Rosa
County
13,000
Households
Served
Crestview
10,000
Households
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Value Cart
The only constant in life is change. Even in the notoriously slow-to-adapt world of trash pickup,
innovation rewards companies, cities and residents alike. Adams wants to ensure Crestview gets the
benefits of innovation from an aggressive company like ours without giving up old-fashioned service.
Adams moved into Santa Rosa County, positioning itself as the twice-weekly pickup option in Northwest
Florida. The other hauler in the county had just mandated all customers take one less pickup per week and
pay more, so when we arrived on the scene - plenty of people signed up immediately - about 6,000 in under 45
days.
As Adams Sanitation's customer base grew, it became evident that a segment of the Santa Rosa County
market wasn't adequately served: people who wanted quality, reliable trash pickup - but didn't need it twice a
week! With this realization, the team at Adams Sanitation evolved the business model so new and existing
customers could choose either once or twice weekly pickup. More than 1,000 existing customers chose once-
weekly service in less than a week. Hundreds of new customers switched to us because of our quality service
and competitive rates. While it meant less revenue overall for the company, it meant more happy and loyal
customers over the long term.
Most companies in the trash world refuse to adapt to the needs of their customers because they don't need to.
Because we come from a competitive, open market, we make improvements to suit the customer, it's in our
DNA and helps to define the brand for customers.
Rapid Cart
In the trash world, getting a trash cart at a new home can often take weeks. For the family moving into their
new home, it means a ton of cardboard and trash piling up. In the meantime, families must make do with
whatever is on hand to get their trash to the street for pickup. That is why we’ve committed to bringing
customers a new trash cart within two days of their sign up. We can deliver on that promise thanks to Adams's
top-notch in-house delivery team.
2 1
Rapid Cart Man - Coming to a
neighborhood in Crestview in two business
days or less!
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
2 2
Focused and Responsive
Adams Sanitation employees listen to our customers.
That includes on the phone, the Adams Sanitation
website, and even social media.
Social Media
Despite our smaller size, we are significantly more
proactive on social media than most other trash
companies. We commit resources to platforms like
Facebook and Google, because customers spend
time on social media and find it much easier to
post or comment about their issues than calling or
emailing about a problem. As a service provider,
it's our job to find customers wherever they are,
not to expect them to come to us with their issues.
This ethos has paid dividends for us, as we can find
out about and solve problems much more quickly
than if we had waited around for someone to call
the Adams Sanitation phone number about an
issue. And this proactive approach to social media
will benefit the City as your communication team
continues to build trust with your citizens.
A sign we should keep up the good work!
Call Response Time
Adams' customer service team is committed to resolving
problems quickly and effectively. We currently employ
one customer service representative for every 2,600
customers - a far more robust ratio than industry
experts would call for. Our oversized customer service
team means Adams Sanitation customers get their
questions and concerns addressed much more quickly
than they would at another company. It also means we
have bandwidth to deal with emergency situations.
Finally, we do not have to share resources with a region-
wide customer base like larger corporations do to save
money. That means the City of Crestview will have many
more customer-facing resources after a natural disaster
strikes the area. Adams makes this financial
commitment because it means more satisfied customers
who will then tell other people about the company. An
excellent customer service team is the best marketing
any company can have.
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2 3
Nathan Boyles serves as Adams Sanitation's Chief Trash Officer, supporting the
management team and leading growth initiatives. Nathan started at Adams Sanitation in
March 2018. He received his undergraduate degree in engineering and law degree from
Florida State. An entrepreneur by birth, he has propelled several small businesses to
success over the last 15 years, including a law practice, winery, title company, and now a
trash company.
Nathan Boyles • Chief Trash Officer
Liz Cowart, ABA, ATP began working at Adams Sanitation in January 2021. During her
time at the company, Liz has optimized and improved the company's cash flows as well as
brought technology to the forefront of our human resources department with a fully
digital platform. She introduced budget creation, planning and implementation in addition
to monitoring crucial KPI’s - all while balancing the books and ensuring vendors and
employees get paid on time. Liz holds a Bachelor's degree in psychology from Millsaps
College and is a master of getting things done well. She has five kids, rhythm, and loves
early 90s gangsta rap music (#RIP2Pac).
Liz Cowart • Chief Financial Officer
Christopher Saul is the creative mind behind Adams Sanitation's marketing campaigns.
Christopher also dabbles in statistical analysis and is the driving force behind some of the
innovations you see in this proposal, including the missed pickup process and map. He is
Adams' keeper of random factoids - like that Crestview has the second most annual
rainfall of any city in Florida.
Christopher Saul • Chief Impact Officer
Executive Team and Ownership
Crystal Boyles owns Adams Sanitation. After graduating from Baker High
School, she earned her degree in accounting from the University of West
Florida and obtained her CPA license. Crystal spent a decade holding
various senior management positions with local government contractors.
After exiting corporate life, Crystal invested her energy into the Boyles
family businesses. In addition to knowing the finer points of cash and
accrual accounting - she’s one of seven women in the entire United States
that owns a trash company! She hopes, through her efforts, to show her two
children, whom she homeschools when she is not working on the business,
that anything is possible if you set your mind to it and work hard.
Crystal Boyles • Owner
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
2 4
Dave Hubbard ensures the trash gets picked up. He is responsible for more than 50 trash
routes in Santa Rosa, Okaloosa and Walton Counties every week. His team makes more
than 128,000 stops every month to pick up trash and recycling. Dave comes from the
business of propane and propane accessories, so the ins and outs of trash logistics come
naturally to him!
David Hubbard • Residential Services
Nat Mize is Adams Sanitation's youngest manager and supervises a team of five. She's
charged with ensuring customer satisfaction. Nat was promoted from the ranks of the
customer service representatives and has been with the company since January 2021. Before
she started at Adams Sanitation, Nat attended Northwest Florida State College and
studied to become an elementary school teacher. She is the brains behind our youth
recycling program.
Nat Mize • Customer Service
Jen Dover is the human resources manager at Adams Sanitation. She develops plans and
processes to reduce company expenses by eliminating turnover. Since her hiring last summer
- Jen has cut turnover by two-thirds, resulting in a better work environment and better
service to our customers.
Jen Dover • Human Resources
Management Team
Joey joined the Adams Sanitation team as a part-time CDL driver in March 2021. Several
promotions later, Joey is now in charge of commercial trash operations and the fleet
department. His variety of previous work experience and entrepreneurial spirit means he
understands the value of time and ensures trucks stay on the road so the team can pick up
trash quickly and efficiently.
Joey Smith • Fleet and Commercial Services
Joey Presley signed on as the Adams Sanitation safety and training coordinator in late
2022. In addition to his duties at Adams, he serves as an ensign in the Navy Reserve. Joey
understands the importance of safety and training procedures to a well-run operation. He
continues to create and improve processes that allow new hires to integrate into the team
and perform at a high level more quickly and safely.
Joey Presley • Safety and Training
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Josef served in the US Army and works as Adams Sanitation's lead mechanic. Mr. Fix-It is
constantly on the move keeping Adams' ever-growing fleet of various makes and models
operational - thanks to his encyclopedic knowledge of diesel engines.
Josef Myers • Mechanic
2 5
Peggy has to be the sweetest person you'll ever meet - That's why she calls everyone 'sugar'
on the phone, and we mean everyone! Peggy started with the Adams Sanitation Customer
Service Team in September of 2021 and has been a customer favorite ever since. Peggy
embodies the values we hope to bring to the business. She is kind, caring, listens well, and
helps everyone with their issues.
Peggy Shaylor • Customer Service Representative
MJ is a military veteran who came to Adams Sanitation after a long career in the Air Force.
He works in the field as a trash truck driver - and supports Adams' management team as
the lead driver in our Milton location. His military experience goes a long way in mentoring
and motivating newer team members.
MJ Millikin • Lead Driver
Key Personnel
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Transition Plan
We'd love a little more time between the contract award and start date. Of
course, if we could pick our hand, we'd be poker players instead of garbage
pros! But that's ok; we've got experience handling significant expansions on
tight deadlines.
In October of 2020, Adams Sanitation serviced less than 2,900 households
with twice-weekly trash service. Our service area was limited to rural
northern Okaloosa County. On November 24, 2020, Adams Sanitation
received a permit to operate in Santa Rosa County. With only 39 days
between approval and first trash day we enrolled more than 6,000 new
customers. The expansion tripled the size of our customer base overnight.
We accomplished this feat without a ready-made customer list. In fact, we
had to individually sign up and route each and every customer. While there
were learning opportunities, we successfully navigated the challenge and
have continued to grow every day since we began service in Santa Rosa
County.
The experience taught us we can make up for what we lack in sheer
company size in the way we plan, organize and execute our mission. It is
entirely reasonable for the City to expect every cart and dumpster to be
on the ground and ready for service to start on October 01, 2023. If
awarded the contract, we will meet that expectation. Here's how:
Carts
We have developed a strong relationship with our cart manufacturing
partners. This partnership ensures we will timely receive carts to serve the
City. Actual distribution of carts is a niche service in which only a handful
of companies in the United States specialize. We are proud to work with
one of these companies - which happens to call Okaloosa County home!
Luke and Sara Huffman own Trio Environmental Services (TrioES) and are
Adams Sanitation customers. TrioES was founded in 2006 in Okaloosa
County and their home office remains here today. Most of their workforce
lives in the Florida Panhandle; that includes six employees from Crestview.
They have worked in almost every major cart set out in Florida in the last
several years, including major cities such as Orlando, Tampa, Miami, and
Jacksonville.
2 6
Our trash pros are professional clean and
courteous!
A fresh delivery of carts for deployment.
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Dumpsters
All dumpsters will be delivered directly from the manufacturer, Lewis Steel
in Wrens, Georgia. Lewis has reserved manufacturing capacity for us to
ensure timely delivery and will utilize their in-house delivery crews to deliver
the dumpsters to a Crestview staging area. The front-load drivers servicing
the Crestview contract will help complete dumpster delivery. Our plan will
allow these drivers to become familiar with the commercial collection routes
and the locations of each dumpster before the contract start date.
Dumpsters will be staged immediately adjacent to the existing franchisee's
dumpsters or in another suitable location determined through contact with
the commercial customer. Once the current franchisee has removed their
dumpster, our front-load drivers will make the final placement of our
dumpsters. Our team has experience with this process having replaced the
city’s current franchisee as the service provider for the Santa Rosa County
School District. In that process we replaced 100 dumpsters spread across all
of Santa Rosa County over the Christmas Holiday Break with no
interruption in service. Literature will be provided at the time of initial
delivery which will confirm service frequency, explain the process for final
placement of the dumpster, and advise of the first scheduled pickup date.
Trucks
We may not be as large as some competitors, but we are loyal. Our solid
relationships with our suppliers have developed as they learned that we
take a relationship-based approach to procurement. Our primary
equipment dealer, Sansom Equipment, has worked for several months to
ensure access to the trucks we will need to properly service the contract.
Technology
The City has been clear that data, analytics and service verification are
baseline expectations. We will ensure that all technical systems are online
for day one of the contract. To ensure success, we've negotiated with our IT
services company to provide a technology officer for our transition team.
This employee will be dedicated to the contract start-up process for six
months, beginning 90 days before the contract start date.
The Adams Sanitation Mobile App will be available prior to October 1. We
will ensure wide distribution and downloading of this app by residents of
Crestview by working with the City of Crestview’s Public Information
Manager to ensure citizens are aware of the tool that is available to them.
During the transition period, citizens will be able to learn their pick up days
and see all of the feature available to them.
2 7
Dumpsters lined up and ready for
distribution in the Adams Sanitation
laydown yard.
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Facility
Adams has already secured access to a centrally-located, industrially zoned property in Crestview. If awarded
the contract, Adams will immediately begin the development and permitting process to have an operational
facility before the contract start date. We will use a phased approach, starting with temporary structures to
ensure the facility is functional as soon as possible. Once on the ground in Crestview, we will begin the
construction of a permanent facility. This long-term financial commitment to the City of Crestview will further
grow the tax base and provide jobs in the community and a headquarters for our company.
People
At Adams, we consciously decided to build a top-heavy organization early in anticipation of growth. This
approach has meant lower profits but has served us well and means we have the leadership resources to
begin executing our transition plan immediately on May 09. Of course, we will hire employees to round out
our management team, including a Crestview Contract Manager. We will also hire operations employees
under the timeline below. We recently opened an in-house CDL school evidencing our commitment to stable
growth, our community, and our employees.
We will host a job fair in Crestview, and we will welcome the existing franchisee's employees to apply should
they wish to remain in the industry. We will implement a training schedule that allows us to train onboarding
field employees in advance of the contract start date and will offer flexible training options to any
employees who may choose to transition from the current franchisee. This will allow these employees to be
trained in the “Adams way,” while not disrupting the service Crestview Citizens are receiving in the final weeks
of the current contract.
Communication
Adams will use various communication channels to inform customers about the transition period. First, mailers
will be attached to all carts distributed in the city explaining the changes in service, pick-up days, and any
other important information. In addition to mailers, Adams will also communicate via its website, social media
channels, and email newsletters. There will be a dedicated page on the website that will provide detailed
information about the transition, including any changes in policies or procedures. Our customer service team
will be available to address all questions or concerns citizens may have during the transition period. Finally,
Adams would like to make use of citizens' water and sewer bills and include pertinent information for the
transition.
We will provide the same information that is communicated to customers to the City for publishing on the
city’s website.
2 8
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
2 9
June 1
May 8
6 pm
Contract Awarded.
May 9
Transition Team
Meeting.
Crestview's switch to
May 8
7 pm
Celebratory Margaritas!
May 9
Orders placed for
trucks, dumpsters
and carts,
Facilities
development plan
completed and
submitted to City for
review.
June 15
Search and selection for
Crestview Contract
Manager conducted and
completed.
July 10
Crestview
Contract
Manager's 1st
Day on the
Job.
July 31
Trash truck routes
finalized
technology integration
process ongoing.
Development approval
process complete.
August 31
Initial phase facilities
commenced (laydown
yard, office trailer, open
mechanic shop) mechanic
and customer service team
hired. Employee training
begins.
September 15
Field crews are hired.
Training continues.
Equipment, dumpsters,
and carts arrive.
September
29
Cart delivery is
finished!
September 30
Drivers dry-run routes.
October 2
First day on
the job in
Crestview!
Take a trip with us over the five months between when
the contract is awarded and when the first Adams
Sanitation trash cart gets picked up in Crestview! Here is
our proposed timeline
August 15
Initial notification of
customers
Recycling Public Education Program
Recycling and protecting the northwest Florida environment isn't just a "dog and pony show" to us. Adams
Sanitation is committed to providing educational resources to support Crestview's recycling and waste
reduction efforts. We will develop resources for educators, including recycling and waste education games and
short videos for use in the classroom.
Education Tours
Starting in 2023, Adams' Customer Service Manager, who has a background in early childhood education,
began to offer lessons to daycares across Santa Rosa County to teach preschoolers about recycling. She
taught them where trash and recycling go and the importance of reusing, reducing, and recycling for the area.
We would love to expand this program in the Crestview area as well. Earning this contract will provide us with
the resources to do just that.
Education Program
In addition to the visits to daycares and preschools - the Adams Sanitation team will develop an education
program for elementary schools to teach children about recycling. We aim to work with educators to help them
incorporate these resources into their lesson plans and classroom activities. By providing these resources, we
hope to support the next generation of environmentally conscious citizens and create a more sustainable
future for our community.
We will develop a comprehensive recycling education program with presentations and a game for elementary
school students.
Our program is designed to be interactive and engaging. The presentations will include age-appropriate
information on reducing, reusing, and recycling valuable resources in our community. As students progress
through grade levels, media will become more in-depth and cover topics such as composting and e-waste
recycling.
Adams will develop an interactive game that aims to educate students about properly sorting waste. The
game will help students differentiate between items that are recyclable, compostable, and those that belong in
the trash. This fun and interactive game can be played individually or in a whole class setting, encouraging
healthy competition and engagement.
Adams plans to use this resource along with the presentations to promote recycling education and engage
students in hands-on learning experiences that are both informative and enjoyable.
3 0
S OL I D W A S T E H A U L IN G P R O P O S A L F R O M A D AM S S A N I T A T IO N
Customer Service Manager Nat Mize teaches Pre-K students about
recycling at an in-person learning session in early March, 2023.
3 1
By providing these resources, we can help students learn about the impact of waste on our planet and encourage
them to take action to reduce their carbon footprint. We hope that by instilling these values early on, we can
create a generation of environmentally conscious citizens who will continue to positively impact our community for
years to come.
Social Media Content
Adams includes recycling education in its regular social media content. This content includes videos about
recycling that help to educate children and the public more generally. These videos will cover recycling, waste
disposal, and composting in our community. We believe providing engaging and informative resources helps
students better understand the importance of responsible waste management and inspire them to make a
positive impact on our environment.
Trash and recycling carts Seen from the sky above Adams' laydown
yard in Milton, Florida.
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
3 2
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Alys Beach, Florida
Rosemary Beach,
Florida
Scott Buchewicz
Town Manager
Trey Dorsey
Assistant Town Manager
775.501.0522
850.231.1861
sbuchewicz@alysbeach.com
trey@rosemarybeachfl.org
3 3
References for Adams Sanitation
Santa Rosa County
School District
Jay, Florida
Wes Pavlicek
Purchasing Agent
Eric Seib
Operations Manager
850.400.7400 x 4535
850.675.4556
pavlicekw@santarosa.k12.fl.us
ericseibtoj@bellsouth.net
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Appendices
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Appendix A: Video - Why Adams makes sense
for Crestview
Adams Sanitation Customer Amanda Musik
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Appendix B: Adams Sanitation's Disaster Preparedness PlanAppendix B: Adams Sanitation's Disaster Preparedness Plan
Monitor fuel, part, and oil inventories.
Maintain alerts with the National Weather Service
in Mobile and monitor their social media and
website daily during hurricane season.
Trim and maintain any trees or branches that could
potentially fall on equipment or facilities during high
winds.
Regularly test Starlink back-up internet and
portable generator.
Print hard copy route sheets monthly and store off-
site.
Notify our mutual aid partner.
Adams Sanitation strives to provide the best service to
its customers - even in the aftermath of emergencies.
For this reason, we have established this disaster
preparedness plan to prepare our operations in
advance.
Operations
Before There Is a Threat
Monitor weather updates: we will closely monitor
weather updates from reputable sources like
National Hurricane Center, The National Weather
Service Station in Mobile, Alabama, local news
stations, and emergency management agencies to
keep track of any potential hurricanes or tropical
storms that may impact the area.
Communicate our plans with our employees: We will
keep employees informed of any updates and
changes related to the hurricane.
Secure equipment and facilities: Prior to the arrival
of a hurricane, secure all equipment and facilities
that may be vulnerable to wind and water damage.
This could include securing dumpsters, garbage
trucks, and any other equipment that is stored
outside. It's also important to make sure all
equipment is fueled and in good working condition
in case it needs to be used after the storm.
A Week Out
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Secure Necessary Resources: Talk to fuel and fluid providers and get a
top-off. Be aware - keep it as full as possible in the summer. Ensure
maintenance inventory is ready for the storm. (Tires and routine
maintenance items should be stocked up and ready to weather the
storm).
Evaluate routes and schedules: If a hurricane is expected to impact the
area, we will evaluate trash pickup routes and schedules. It may be
necessary to adjust the routes and schedules to accommodate for road
closures or other issues related to the storm - especially in areas
vulnerable to flooding after the storm passes. The most threatening
time for inland areas like Crestview is 2-5 days after the storm, when
rivers carry hurricane rains dropped further north into the Shoal, Yellow
and Blackwater rivers.
Prepare for power outages: Test and fuel generators and alternative
power sources for our equipment and vehicles.
Ensure we have updated phone numbers and back up contact info for
all employees.
Copies of employee contact info distributed to all managers.
Secure loose debris at all facilities.
Ensure Full Diesel Tanks.
Begin to fuel all trucks at gas stations to conserve on-site diesel.
Review the plan for organization for defensive truck parking - ensure
trucks are in order for the hurricane.
Ensure all relevant operations data, including routes, is backed up on
the cloud and that we have printed copies.
Follow-up with mutual aid partner to confirm post storm plan.
Stay in constant communication with the public information manager
at the City of Crestview and the Okaloosa and Santa Rosa County
Emergency Management Divisions.
Update stakeholders, including customers, about any changes we know
will take place due to the storm.
Three Days Before A Hurricane Strike
The second phase of storm preparation will begin when there is a
possibility of tropical storm-force winds in our area more than 96 hours
away.
Internally
Externally
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Adams is ready to weather any storm
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Secure and store all loose gear on trucks and at the facility after its
last use before the storm (have operations managers remind drivers to
make this happen). Cover any equipment that cannot be moved with
protective coverings.
Empty trucks of trash and park them on the highest available ground
per the defensive parking plan.
Evaluate storm trajectory and make decisions on relocating trucks to
less impacted facilities or to inland emergency facilities in Jay, FL.
Cease operations four hours before winds are expected to exceed 25
miles per hour. Trucks will return to the yard and begin storm
preparation.
Communicate the regroup plan to all employees with expectations on
when they should update on their safety and work availability.
24 Hours Before a Hurricane Strike
In phase three, we expect at least tropical storm-force winds to reach our
operations area within 24 hours. We will begin the drawdown of our
operations to ensure our people's safety and lessen the risk to our carts on
the streets.
Impact
At this point, all employees should be taking shelter at their homes. Senior
management staff will monitor events and regroup as soon as safe to do
so.
Recovery
Operations will conduct an internal damage assessment with finance
while the communications team more widely determines the damage to
infrastructure and the community.
Employee Needs
Immediately after the storm, the company will determine the needs of the
employee base. In an effort to both shelter employees who may have no
other place to go and to ensure the workforce’s effectiveness, Adams
Sanitation will open the parking lot-adjacent area to employees with
damaged or destroyed homes as a place to set up makeshift living
quarters. Employees will be allowed 24-hour access to the bathrooms and
showers on the property until management determines the emergency
event has passed. In-house facilities will be used for basic meal preparation
in support of staff and their families.
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Crissy Kelly, an Adams Sanitation CDL
Driver.
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Establish communications with employees and determine who can come into work and when.
Talk with all disposal facilities and determine when they will reopen.
Determine when we will restart operations and where.
Complete damage assessment and inventory.
Establish any service limitations necessary to maintain continuity of core trash collection activities - such as
suspending recycling.
Initiate equipment and labor request with mutual aid partner.
Stay informed and be flexible: Keep up-to-date on the latest weather and emergency information from local
authorities. Remember; Semper Gumby, because conditions can change quickly during a hurricane.
Stay updated with FDOT, County and City roads crews about closures.
Follow any directives from local authorities regarding the disposal of storm debris or other waste.
Remain in constant communication with Franchisee public works, law enforcement, fire department, code
enforcement, city manager and elected officials about any needs they have and any changes we may make to
our pickup operation immediately following the storm.
Determine what we can change in our operation schedule or methodology to aid the recovery of the
communities we serve to include reallocation of our labor force and over time authorization.
Customers need to eliminate as much trash as possible before a planned storm by utilizing their last full
pickup day before the storm hits.
Customers need to secure their trash carts before the storm - as they could become lost or damaged due to
the wind. Failure to secure your carts can lead to injury or property damage.
Adams will attempt to resume regular operations as soon as it is safe and the roads are cleared by the city
or county for travel.
We are communicating with local governments to get back on the roads and pick up trash again as quickly
as possible.
Immediately following a storm, collection may be limited to containerized material only. This helps us ensure
that everyone gets their trash picked up - as we work to return to normal operations.
We do not accept construction debris or other building materials. The county’s contractor for post-hurricane
clean-up will collect this.
Our goal is to operate safely and efficiently after a storm. Please bear with us as we work to collect
everyone’s trash!
Company Needs
1.
2.
3.
4.
5.
6.
7.
8.
Franchisee and Customer Needs
1.
2.
3.
Communications
In order to provide the best possible service to as many customers as possible, we have adopted the following
policy for hurricane response. We constantly monitor weather forecasts to ensure that we are prepared for a
storm and can restart service as soon as it is safe.
Key Messages
Our consistent customer messaging will communicate six action items to our customers.
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S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
We will use our mass texting capabilities to reach out to every customer before the storm to let them know we
will post updates to adamssanitation.com/emergency throughout the storm.
We will use this once before the storm to remind people to go to adamssanitation.com/emergency in order to
check for service updates.
We will use this after the storm as necessary to communicate service updates.
Tools To Be Used In A Hurricane Emergency Situation
All of our communications tools will direct people to our main information hub during and after a hurricane -
adamssanitation.com/emergency. This text-only page will load easily and therefore can be used even with lower
internet connectivity that follows a storm. The page will be a blog-post format - so the newest information will be
at the top.
Textedly (Mass Texting)
Email
email will be used to give people our main hurricane message and to direct them to
adamssanitation.com/emergency. We will send an email daily beginning four days before landfall encouraging
people to bookmark our emergency page (adamssanitation.com/emergency).
Social Media
We will post on social media with links to official websites and information that we will be posting out to other
channels. If people are able to connect to social media - they likely have internet service . We will use more
graphics and visuals here - as well as video.
News Releases
We will work to communicate with our customers through the news media and our own communications platforms
to ensure our customers have multiple ways of receiving information about our services after a tropical storm or
hurricane.
Phone Greetings
We will utilize our phone system to provide pertinent information to our customers who call us. In place of our
normal greeting, customers will hear service updates. This will allow customers who have cell service but no
internet access to receive the latest information about our services easily.
As the storm approaches, we will change our phone greeting with each phase of our plan. The information
provided will include service updates, changes to our schedule, and other relevant information that will help our
customers plan accordingly.
All information that is provided to citizens will be sent to the City for publishing on the city’s website.
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Adams Sanitation currently has templates to expedite the release of information to the media - and by extension,
the public about our efforts, challenges, and successes.
We will employ our media assets, like news releases, file videos, and live addresses to the public so customers know
what we plan to do after landfall.
We will also leverage our communications team's long-standing relationship with local media outlets to ensure our
customers get information from us through the media.
Taken together, the above protocols provide robust assurance that Adams will complete every route, every day as
expected by the citizens of Crestview.
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I.7. (page 9) Batteries and Tires: Adams proposes to provide battery and tire disposal services pursuant to the
Tire and Battery Disposal Plan contained herein. This plan provides for a process for collection but does include
a charge for each incident of collection.
E.2 and E.3 (page 12) Containers: In lieu of the requested replacement of commercial dumpsters on a bi-annual
basis, Adams proposes the inspection, reporting, repair and replacement language provided in this proposal.
5.12 (page 42) Use of contract-dedicated primary collection vehicles outside corporate limits of the City: Adams
Sanitation acknowledges that the primary equipment used to service this contract will be dedicated to the City's
contract and that said equipment will be based at an Adams operating facility in the city limits or within 5
miles thereof. We reserve the right to utilize this equipment in our adjacent service areas to provide emergency
support to other operational units or when operational efficiency dictates such use (such as when rotating
vehicles in and out of service for maintenance or when directing equipment to certified repair centers). We
agree to limit the definition of adjacent service areas to Santa Rosa and Walton Counties. We acknowledge
that such temporary usage outside the city limits shall not be for more than 72 hours consecutively and shall be
subject to the limitation that such temporary deployment shall not interfere with the thorough and complete
provision of the services anticipated by the RFP.
G.6 (page13) 65-Gallon Carts: Adams shall initially distribute 95-gallon recycle and trash carts to every
household. We will coordinate with City staff on the creation of a list of customers requesting 65-gallon carts
and shall begin the process of swapping carts for customers who request the smaller size 60 days after the
contract start date and shall conclude the process no later than 90 days after the contract start date. Swaps
will be made at no cost to the citizen.
H, H.1, H.6, H.7 (pages 13-15) Courtesy Roll-Off Tipping Fees: Adams shall provide courtesy roll-off dumpster
delivery and hauling services pursuant to the terms of the RFP. For all such services, including pursuant to the
list on page 14 of the RFP, for waste tires pursuant to paragraph 1 on page 15 of the RFP, as well as services to
the Spring Clean-up and other community events in H.6 and H.7, Adams shall receive a credit against the
franchise fee for the tipping fees resulting from the disposal of waste collected in these dumpsters within 30
days of providing the City with documentation verifying said disposal costs.
Appendix C: Exceptions
This proposal is subject to the following exceptions which deviate from
terms within the RFP or clarify terms not included therein:
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K.1. (page 16) Cost of Living Increases: Adams Sanitation believes it is important to provide excellent service
from the first day of our relationship to the very last. In order to provide continuing excellent service, we must
have the resources to pay our people fairly, buy and maintain quality equipment and pay annually increasing
disposal expenses. Accordingly, this proposal is subject to an annual escalator equal to 100% of the CPI "Water
and Sewer and Trash Collection Services in US city average, all Urban Consumers, not seasonally adjusted."
With the first adjustment to be on October 01, 2024 and to continue annually thereafter. We propose an
annual floor of a 3% minimum increase and a cap of 6% maximum annual increase.
5.7 (page 40) This proposal is subject to the City paying non-disputed portions of invoices within 30 days of
receipt of said invoices and not within 45 days of approval as stated in the RFP.
I. Adams proposes to provide a roll-off dumpster for the collection of City generated tires as specified in the
RFP. Adams will be responsible for collecting and disposing of these tires on an as-needed basis in a
regulatorily compliant manner. The City agrees to provide a franchise fee credit equal to the actual disposal
costs paid by Adams for the disposal of said tires. We reserve the right to outsource this service to a specialized
provider to ensure proper environmental regulation compliance.
J. Bulk materials shall not be deemed to include loose garbage that is susceptible of being bagged or placed in
a cart for collection. Adams crews will be responsible for collecting loose garbage that drops or blows away
during the collection process but shall not be responsible for loose garbage piled or dumped at the roadside.
The City may direct Adams to collect bulk or pilled loose garbage within the right of way which is outside
specifications or not associated with a service address. Adams shall receive a credit against the franchise fee of
$40 per location plus actual disposal costs.
K. Section 4.11 Page 26. Adams acknowledges and will comply with the $3million performance bond as to the
base proposal and alternatives 1 and 2. As to alternative 3, this proposal is subject to a reduced performance
bond of $1.5million based upon the reduced scope of services.Further, Adams proposes that should the city
select the base proposal or alternate 1 or 2, that the performance bond amount be reduced to $1million. Adams
is able to reduce the residential monthly pricing for solid waste collection in the base proposal and alternates 1
and 2 by $0.50 per month subject to the establishment of a $1million performance bond.
Appendix C: Exceptions
This proposal is subject to the following exceptions which deviate from
terms within the RFP or clarify terms not included therein:
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Tires and Batteries present a unique challenge in a municipal waste
collection model. However, we understand the City's desire to provide an
outlet for disposal to ensure that these items are disposed of in an
environmentally sound manner and do not accumulate at residences
within the City limits. Adams therefore proposes the following model:
Adams will collect up to four (4) tires and/or batteries as a special bulk
pickup for residential customers within the City limits up to once per
calendar quarter. Customers shall be asked to utilize our Customer
Platform to schedule and pay for these pickups in advance. Pricing will
be $40 per pickup for up to four (4) tires and/or batteries and $5.00 for
each additional tire or battery up to a maximum of 8 tires and/or
batteries per quarter. This pricing will be subject to future adjustments
per the future index adjustments as provided for in a final contract.
Adams proposes to provide a roll-off dumpster for the collection of City
generated tires as specified in the RFP. Adams will be responsible for
collecting and disposing of these tires on an as-needed basis in a
regulatorily compliant manner. The City agrees to provide a franchise
fee credit equal to the actual disposal costs paid by Adams for the
disposal of said tires. Adams shall not be entitled to bill or recover the
costs of hauling the tires or the costs of the provided dumpster. We
reserve the right to outsource this service to an approved specialized
provider.
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Appendix D:
Tire and Battery Disposal
Adams will take batteries
and tires four times per year
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Appendix E:Appendix E:
Dumpster Maintenance PlanDumpster Maintenance Plan
Adams will provide ALL NEW commercial front-load
dumpsters at the commencement of the contract.
Dumpsters will be provided by Lewis Steel of Wrens,
Georgia. Lewis is a family-owned company producing
quality dumpsters right here in the Southeast.
Adams proposes to inspect each dumpster in service in
the City limits on or before November 30, 2024 and on
or before November 30 of each contract year
thereafter.
This inspection report will specify the size, location,
original in-service date, date of last out-of-service
refurbishment, and current condition. The current
condition will be specified as Green, Yellow, or Red,
signifying the following:
Green: Dumpster is in excellent functional and cosmetic
appearance. Dumpster is not leaking and lids are intact
and functional.
Yellow: Dumpster is in good functional and cosmetic
appearance but has a functional or cosmetic issue
pending that will require attention within the next 12
months. The report will identify the specific issue or
issues that will need to be addressed.
Red: Dumpster has one or more issues that require
immediate attention such as poor cosmetic condition,
leaking or failing bottom or non-functional or missing
lids. The report will identify the specific issue or issues
that need to be addressed.
This annual inspection report will be certified by the
senior management employee responsible for the
Crestview contract. Dumpsters identified as yellow will
be repaired on site or removed from service and
replaced prior to the next annual inspection report.
Dumpsters identified as red will be removed from
service and replaced within 30 days.
Dumpsters, painted and ready to leave the
Adams Sanitation yard.
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Appendix F: Spring Cleanup/ Community Service
Cleanups Plan
Per the RFP, Adams Sanitation will ensure it has resources available upon request for citizens to organize
and execute clean-up and beautification drives within city limits. We ask that such a request be first
approved by City staff before being forwarded to us for action. We ask that requests be made at least one
week in advance. The documented disposal costs will be submitted to the City for a credit against the
franchise fee.
Crestview Mayor JB Whitten and Adams Sanitation Chief Trash Officer
Nathan Boyles work together during the Crestview Community Cleanup off
Antioch Road in 2021.
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Appendix G: Vehicle Failure PlanAppendix G: Vehicle Failure Plan
We will get the route finished - no matter the
obstacles we encounter.
Adams Sanitation proposes to provide new equipment if
selected by the City of Crestview. Utilizing new
equipment will limit the frequency and duration of
equipment outages. However, we recognize that
equipment failures and downtime are a part of the
garbage business. We take the approach that we are
delivering a must-do service to all of our customers.
Every Adams team member understands, beginning
with the initial interview process, that we will complete
every route – every day. Staffing shortages, equipment
failures and inclement weather are not deemed
satisfactory excuses for failing to get the job done. In
the event of a primary equipment failure Adams
maintains the following protocols:
•Sufficient surplus equipment will be assigned to the
Crestview facility and dedicated to the Crestview
contract, such that trucks can be downed for
maintenance without impacting daily operations.
•In the event that a mid-day equipment failure impedes
route completion, crews finishing other routes will be
dispatched to assist in the completion of any delayed
route.
In the event immediate additional capacity is
required, all supervisors are required to have CDL
licensure and are expected to be able to utilize
reserve equipment to assist in the completion of
routes.
In the event that a longer-term or broader
equipment outage occurs, Adams will pull from the
available pool of trucks operating from our Santa
Rosa County operations facility to support the
Crestview contract. Our operating team in Santa
Rosa County is familiar with the Crestview area as
Adams currently operates 10 different routes
servicing over 3200 households surrounding
Crestview in. Trucks can be dispatched from the
Milton location and be on route and operating in
Crestview in under 60 minutes.
Adams maintains a relationship with a truck leasing
company specialized in the solid waste industry and with
short-term access to each truck type involved in
delivering services pursuant to the RFP.
Finally, Adams maintains a Mutual Aid Agreement with
another independent solid waste company located in the
Eastern Florida Panhandle. This agreement enhances
our ability to respond to a catastrophic disruption by
pledging mutual aid in the form of equipment and
labor.
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N
Signed Bid Docs Go Here
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Make and Model
New Way
RotoPac ASL
27 Cubic Yard
Model Year Quantity Vehicle Photograph
Base: 0
Alt. 1: 0
Alt. 2: 6
Alt. 3: 0
2023
Galfab Single
Rear Axle
Cable Hoist
Dumpster Truck
Base: 1
Alt. 1: 1
Alt. 2: 1
Alt. 3: 1
2023
New Way
Mammoth
Front Loader
40 Cubic Yard
Base: 2
Alt. 1: 2
Alt. 2: 2
Alt. 3: 0
2023
New Way
Cobra Magnum
REL
25 Cubic Yard
Lift Gate Truck
Base: 8
Alt. 1: 8
Alt. 2: 0
Alt. 3: 8
Base: 2
Alt. 1: 2
Alt. 2: 3
Alt. 3: 2
2021-
2023
2023
Appendix I: Equipment
S O LID W AS TE AN D R E CYCLING S E R VICE S P R O P O S AL F R O M ADAM S S AN I T AT I O N