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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 6 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. 8 "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. 2 0 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. 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 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 Scan to watch! Just scan our QR code! It'll take you right to our video on Youtube. Not a QR code person? Either click the photo above or type in the web address below to a web browser. https://www.youtube.com/watch?v=f-f4daQMTpw The link will take you right to the video. I Appendix A: Video - Why Adams makes sense for Crestview Adams Sanitation Customer Amanda Musik 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 I I 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 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 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 I I I 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. I V Crissy Kelly, an Adams Sanitation CDL Driver. 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 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. V 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. V I 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 V I I 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. 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 V I I I 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: 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 I X 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. X Appendix D: Tire and Battery Disposal Adams will take batteries and tires four times per year 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 X I 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. 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 X I I 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. 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 X I I I 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 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 X I V 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