apse south & south west waste management, refuse collection … waste ag- final- 14... · 2013....
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APSE South & South West Waste Management, Refuse
Collection and Street Cleansing Advisory Group
Thursday 14th November 2013
Local Government House, London
Welcome Chair: Cllr Van Coulter, Oxford City Council
‘UK’s most improved performer for refuse collection – how did they do it?’ Paul Peters and David Coventry, Section Managers, London Borough of Enfield
London Borough of Enfield
UK’s most improved performer for refuse collection – How did they do
it?
www.enfield.gov.uk Striving for excellence
Massaged the Figures!
London Borough of Enfield
• Population 312,000
• Area 31.7 square miles
• 122,000 household
• Refuse & Street Scene - 260 staff
• Budget £12.4 million
Where were we!!!
Where were we! • In 2008 recycling which had been rolled out
across the Borough for the past 5 years but had reached a point of no return.
• Recycling rates had plateaued at around 27%.
What happened next? • We engaged a consultancy group
(WYGE) to review our services and to consider options for the future.
• A total of over 40 options were considered as part of the evaluation process.
• The option chosen was 3 wheeled bins on a weekly service.
Borough wide Survey
Street Length only 699.8km & over 2000 streets
• Standard set: – 140L Residual – 240L Dry comingled - Optional 140ltr – 240L Garden and Food - Optional 140ltr
• Households with 5 or more in the family could apply for a 240 residual wheeled bin.
Residents Choice
Enfield - 3 Bin System • Phase 1 – October 2009 (Pilot) • Phase 2 – July 2011 • Phase 3 – November 2011 • Phase 4 – May 2012 • Phase 5 – November 2012
Outcomes - 3 Bin System
Outcomes - 3 Bin System
Outcomes - 3 Bin System
Outcomes – Estates 1280ltr Bins
Outcomes - 3 Bin System
Outcome - Residents Satisfaction
Outcomes - Residents Satisfaction
Street Scene
London Borough of Enfield
• Population 312,000 • Area 31.7 square miles • Street Length 699.8km • Street Scene - 130 staff • Budget £4.8 million • Winter Gritting footpaths
68km
London – Deprivation Index
Enfield
Street Issues
I will sweep this street safely!
Daily issues. • Gateway cleaning • Transport hubs, rail
and bus stations • School litter trails to be
resolved • Car Parks to be cleaner • Residential bins
spilling onto the street • Retailers to support
our aims
Driver - Public Perception
Fly tip – Incidents
• Data shows a very much consistent trend we find and clear .
Public Satisfaction Service standards require clearance of fly tip within 4 hours.
Overflowing bin or a fly tip?
Local Survey • Based upon NI 195 • Survey Map
– Yellow acceptable
– Pink clusters of
serious litter
Service Plan Objectives • Safeguarding your
environment • Service targets
NI 195 Survey
Increased mechanisation to resolve the hard to clean areas along main roads
Increased frequency of litter collection in residential areas that suffer deprivation
Action Plan 2013 / 16
Develop street cleansing programmes to increase mechanisation and target resources more effectively and efficiently.
Improve the public realm, introducing better design, cleaner streets, and a greener, more sustainable environment.
Our commitment to staff • Develop a learning culture • Accredit staff learning in line with best practice • Offer a path for personal development • Continuously assess training quality • Develop activities, learning materials and
training modules
Commitment supported by: • Rigorous probationary period for all new
staff • Regular, structured support meetings with
line manager • Annual Performance Assessment Review
supported by regular progress reviews • Mentoring and shadowing opportunities • Development opportunities such as
secondments and acting up Toolbox talks programme for
front line staff is essential when many staff require literacy skills.
• Induction for new and agency staff. • Vehicle including CPC. • Equalities and Diversity Awareness • First Aid both certificated & self help • Frontline Supervision APSE • Customer Care • Street cleansing apprenticeship
Commitment supported by:
Service Development – Cleaning beats updated – Movement of resources into areas of need – Residential areas weekly cleaning – Minimum of a daily clean of transport
hubs – Minimum daily clean of all retail areas – Integrated cleaning of parks
Clean Britain Award • A Boost for staff at
the sharp end. • Helps to foster a
feeling of pride. • Brings forward new
ideas.
Satisfaction Survey
Base 1150 – keeping public land clear of litter & refuse
Refuse & Street Scene • At least we tried to do something about the
leafing problem!
Questions?
• Paul Peters / David Coventry Environment Department [email protected] Refuse [email protected] Street Scene
•
• 020 8379 1000
Questions
‘Excellence in Environmental Services- A winning approach from London Borough of Hackney’ Mark Griffin, Head of Environment & Waste Strategy, London Borough of Hackney
Excellence in Environmental Services A winning approach from Hackney
Mark Griffin – Head of Environment & Waste Strategy
APSE South/South West Waste Management , Refuse Collection and Street Cleansing Advisory Group •Our decision to in-source services
•Increasing customer satisfaction whilst delivering savings – it is possible!
•Some lessons learnt and tips from our journey
London Borough of Hackney
London Borough of Hackney
Population - 252,119 Households - 105,619 (Estates 54,077 and Street based 51,542) Highway length – 260 kms Total municipal waste – 112,506t Household recycling rate – 24.3% Commercial recycling rate – 13.8% Waste collection authority and constituent borough of the North London Waste Authority
Environmental Operations Structure
Head of Environmental Operations
Borough Operations Manager
Waste Operations Hygiene Services
Contract Support Manager
Senior Management Support,
Finance, HR, Payroll, Commercial Admin
Contract Administration & Project Manager
Operational and Project Administration
H & S Manager Waste Transfer Station Manager
WTS & Facilities
Business Development Manager
Commercial Waste Sales Commercial Accounts
Manager Contract Processing
Transport Manager
Transport Co-ordinator Transport Admin
Environmental Operations Resources
Operatives Vehicles/ Equipment Comment
Refuse 72 33 Includes commercial & spares
Recycling 43 14
Cleansing 175 58 Includes 25 temporary staff
Hygiene 7 7
Management& Admin 36.5 22
Totals 333.5 134
MJ Achievement Award for Environmental Services in 2013
Submission covered Hackney’s Public Realm: •Street Cleanliness •Making Recycling easier •Streetscene •Cycling •Operational delivery and efficiency •Managing financial demands
Why public realm is a priority • Mayor of Hackney manifesto commitments • Quality of life
- meeting increased demand • A platform for the Olympics
- 30% of Olympic park in Hackney • Cost and competition • Public perception
Base: 986 British adults 15+, 15-21 June 2012
Source: Ipsos MORI Local Improvement Index
Environmental services are a priority for the public
35%34%
32%24%
22%20%
18%16%
15%15%15%
13%12%
11%9%
8%7%
6%5%
4%4%
Activities for teenagersJob prospects
Condition roads/pavementsCleanliness of streets
Affordability of housingLevel of crime/ASB
Local high street/facilitiesFacilities for young children
Parks and open spacesPublic transport
Wage levels and local cost of livingSports and leisure facilities
The level of traffic congestionHealth services
Social care - adults and older peopleSchools
Social care - children and familiesCultural facilities(eg libraries, museums)
The quality of the local environmentAdult education/training
Race/community relations
This contributes to satisfaction with Hackney as a place to live (now at 89%)
Base: Hackney 2013 (1,016). Fieldwork 5 January – 6 March 2013; Hackney 2005 (1,006) . Fieldwork 25 August – 31 October 2005; Hackney 2001 (1,006). Fieldwork November 2001; Citizenship /Community Life Survey, c. 10,000 interviews each year.
Hackney
National (Citizenship/ Community Life Survey)
% s
atis
fied
Hackney 2008 Place Survey
Which increases satisfaction with the Council, now at 74% (up from 23% in 2001)
Base: Hackney Residents Survey All respondents (1,016). Fieldwork dates 5 January – 6 March 2013; Inner LB Residents Survey (1,153, 16+, face to face ). Fieldwork dates 18 April - 28 June 2011; 2011 Ipsos MORI National Capibus, (875, 15+ face to face). Fieldwork October 2011.
Ipsos MORI National Data 2011 Satisfied
Ipsos MORI National Data 2011 Dissatisfied
Satisfied Dissatisfied
“Overall, findings are AWESOME –
especially given current economic backdrop; unthinkable ten years ago! Well done!”
Ben Page, Chief Executive of Ipsos MORI
Waste Strategy and Environmental Operations Under Government Direction 2001-2006 Position in 2002
•Short term private sector provider - 2000-2002 •Very low level of public satisfaction/high level of complaints •Workforce issues: performance, conduct, attendance - not dealt with by service provider at that time •Decision taken to in-source refuse & street cleansing services •Low level of recycling – decision to outsource new service
What got Hackney out of Directions? •Managed workforce issues and industrial relations •New vision for the service •Significantly improved performance •Reorganisation of refuse schedules and street cleansing •Higher levels of productivity set and method changes introduced taking account of night time economy issues •Opportunities for those who wanted to progress within the organisation •New vehicle fleet •Achieved 2006 recycling target
Staff development
•Improved relationship with workforce •Training and staff progression •Improved communications - Staff clear on their roles and responsibilities and their value •Apprenticeships
Benefits of H&S training
Accident rate for 2012 at 1,777 per 100,000 staff was below the national accident rate for waste & recycling - HSE
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No o
f acc
iden
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Non-Riddor 81 41 31 22Riddor 13 9 8 7
2010/11 2011/12 2012/13 2013-date
Terms and Conditions
•Single Status introduced
•Removal of bonus payments
•Dealing with equal pay legislation
•Introduction of environmental operative job descriptions with generic duties •New waste depot
Service Development Integrated waste management services
•Residual waste •Commingled recycling •Food waste •Garden waste •Bulky waste collection •Hygiene services •Street Cleansing •Commercial waste
Ward Improvement Programme
•Introduced in April 2009 to identify ongoing issues in streets/neighbourhoods across the public realm
•Links the service to partners
•Includes parks, Hackney Homes, RSLs & Streetscene
•Involves pre and post work inspection
•Includes regular meetings to discuss improvement and any ongoing issues
•Led to improved NI 195 scores
Improved ICT and data management •IT systems developed, including EQuIS (environmental quality information system) •Digital mapping of environmental issues •Vehicle tracking for all refuse, recycling and cleansing waste collection vehicles
Service cost comparison
Private Sector (£K) DSO (£K)
Refuse collection 3,620 (2002) 3,369 (2013)
Recycling 2,600 (2012) 2,181 (2013)
Street Cleansing 5,761 (2002) 6,280 (2013)
Our results – across Public Realm
Unsatisfactory streets due to litter
40% 2003/04
1% 2012/13
Unsatisfactory streets due to graffiti
3% 2012/13
25% 2003/04
20 mph
On all residential
roads
2000 Street trees planted
99.6% of street lights working
£6.3m Budget reduced by 33% since 2009/10
14,533 Extra properties recycling
2.5km Guard rail removed in two years
15.4% Commuter journeys by cycle
2012 Olympics •Successful GLA bid for funding
•Phased build up of resources
•Revised refuse collections to avoid traffic congestion
•Hackney Weekend – Hackney Marshes
•Torch Relay and Hackney Carnival
•Major events in for opening and closing ceremonies
Recent recognition
Municipal Journal Award 2013 for Environmental Services
Gold Award 2013 for Occupational Health & Safety (ROSPA)
Gold Footprint Award 2013 for our work with stray dogs
Gold Awards for the borough’s 6 public conveniences 2013
What worked for us
•Identify and understand the issues •Communicate issues/plans effectively to decision makers •Be honest with your workforce and the public •Set out the strategy •Don’t deviate and deal with the difficult issues •Work with partners - seek and recognise the contribution they make
Questions
‘State of the Market survey for refuse collection and key performance trends in street cleansing’ Helen Burkhalter, Principal Advisor, APSE
The State of the Market: Refuse Collection
• Online survey- 36 questions (!) •112 respondents • UK wide • 72% in-house, 27% external, 1% joint waste authority
Opinions
Statement Disagree strongly Disagree Agree Agree
strongly No opinion
The public prefer weekly collections
9 44 23 11 2
Rewards will motivate the public to recycle more
7 34 35 8 5
Enforcement is effective in changing behaviour in waste
3 25 45 11 5
Current enforcement powers are too harsh
15 56 1 1 15
Charging for bulky waste increases fly-tipping
15 55 16 1 2
Collection
0 2 4 6 8
10 12 14 16
Are there going to be changes to your residual and recycling collections in the next 2 years?
Change from weekly to alternate Change from alternate to weekly
Introducing a new collection for this Stopping collecting this separately
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60
80
100
120
Which of the following activities are you currently carrying out and do you operate weekly or alternate
weekly collections?
Weekly Alternate weekly collections
Alternate weekly collections dominate all waste streams apart from food waste
In the future LA’s plan to introduce new collection services for a wider range of recyclates and keep with a alternative weekly collection
Recycling
100.0% 99.1% 97.3% 97.3% 97.3% 91.1%
69.6% 62.5% 57.1%
33.9%
0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
120.0%
Which of the following recycling activities are you currently carrying out?
92.3% 81.7%
69.2%
23.1%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0%
100.0%
Leaflets/visits to householders
Council-wide campaigns
Educational visits to schools
Enforcement notices
How do you promote recycling?
Most respondents have recycling services for: Paper, Cans, Card, Glass, Plastics and Green Waste Textiles, Batteries, Food Waste and Bulbs are developing areas
Communication campaigns are still favoured over enforcement activities when it comes to promoting recycling
84%- comingled service 19%- source segregated
Operational Structure/System
47.1% 46.1%
36.3%
21.6%
1.0% 0.0% 5.0%
10.0% 15.0% 20.0% 25.0% 30.0% 35.0% 40.0% 45.0% 50.0%
5 day week Task and finish Zonal working (collecting all
waste from one zone on the same day)
4 day week Double shifting
What system of collection do you operate for refuse collection?
5 day week and task and finish still remain the most popular service operational system for collection
98.0%
47.1%
5.9% 2.0% 0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
120.0%
Street cleansing Grounds Maintenance
Road Repair Street lighting
If your services are jointly managed, which services are jointly managed within your waste department?
55% of waste departments are jointly managed... ...mainly with street cleansing.
Operational Structure/System
Will this service review involve any of the following: Response Percent
Route optimisation 82.2%
Utilisation of vehicles 76.7%
Service re-design 68.5%
Review of working time/rota's 61.6%
Review of productivity/work study 54.8%
GPS tracking 52.1%
CRM handhelds 31.5%
Using systems thinking techniques 27.4%
Eco drive vehicle monitors 19.2%
Budgets
Increase by up to 10% 7.0%
Increase by up to 5%
18.6%
Decrease by up to 5%
20.9%
Decrease by up to 10%
30.2%
Decrease by up to 15% 7.0%
Decrease by up to 20%
9.3%
Decrease by more than 20%
7.0%
What is your expectation of the level of funding in your service budget in the coming five years?
74% of respondents expect some level of decrease in their service budgets over next 5 years. 31% expect an associated decrease in capital expenditure.
Income Generation
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Sup
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of b
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Bul
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aste
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Clin
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Foo
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aste
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Bla
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ags
Do you charge for the following services:
Yes No but will do within the next 1-2 years No Not applicable
Respondents also generating income through selling of recycled material (97.1%), anaerobic digestion (5.7%) and solid fuel recovery (2.9%).
Supply of bins and green waste most likely for charge introduction in next 1-2 years.
Areas of Growth
Area of service Response Percent
Increased utilisation of vehicles 55.8%
Increases in recycling other materials e.g. green, textiles, paper 54.7%
Commercial/trade waste 52.3%
Shared services 38.4%
Health and safety compliance 38.4%
Enforcement and education 36.0%
Food waste collections (including trade food waste) 29.1%
Multi-material recycling and co-mingled collections 25.6%
Investment in waste treatment plants 19.8%
Work for other councils/public bodies 17.4%
Private work 15.1%
Increase in frequency of collections e.g. from fortnightly to weekly 2.3%
Areas of Decline Area of service Response Percent
Decreases in tonnages of residual waste collected and reductions in landfill use 60.0%
Round rationalisation 60.0%
Fewer vehicles 50.0%
Fewer staff 36.3%
As recycling is increased, a reduction in the number of residual RCV's 31.3%
Bulky waste 23.8%
Education and training 23.8%
PR, communication and customer care 21.3%
Trade waste customers due to rising disposal costs, landfill tax and fuel bills 20.0% Reduction in the collection of material types (e.g. green waste) as charging becomes the norm 18.8%
Quality of service 15.0%
Removal of collections on bank holidays 15.0%
Collection frequency e.g. a move to alternate weekly collections 13.8%
Special collections 8.8%
Clinical waste 7.5%
Removal of kerbside glass collections and revert back to Bank collections 6.3%
Performance Trends: Street Cleansing
• First batch data- 2012/13 Performance Networks • Including data from 55 LA’s, UK wide •Districts, Counties, Unitaries, Metropolitan Boroughs • Whole service average figures/trends
Cost
£23.87
£21.93
£23.85 £25.24
£27.85 £29.66
£33.60
£35.47
£35.60
£36.53
£36.67
£35.44
£38.82
£32.13
£20.00
£22.00
£24.00
£26.00
£28.00
£30.00
£32.00
£34.00
£36.00
£38.00
£40.00
Yr 2 Yr 3 Yr 4 Yr 5 Yr 6 Yr 7 Yr 8 Yr 9 Yr 10 Yr 11 Yr 12 Yr 13 Yr 14 Yr 15
PI 03 Cost of cleansing service per household (including CEC)
Cost decrease 2012/13 by 17% (£6.69)
Ave. cost per household without CEC’s 2012/13 = £29.92
CEC’s approx. 6% of total cleansing cost
Quality
18.3% 15.4% 15.1%
13.2% 11.0%
8.0% 7.9% 5.9% 6.7%
4.0%
0.0%
5.0%
10.0%
15.0%
20.0%
Yr 6 Yr 7 Yr 8 Yr 9 Yr 10 Yr 11 Yr 12 Yr 13 Yr 14 Yr 15
PI 37b BV 195 percentage of sites that fall below grade B
(England only)
Continued improvement 2012/13- Lowest figure ever recorded in PN
2.7% drop in sites below grade B
66.6%
63.6% 64.1% 64.3% 66.4%
67.2%
70.2%
71.8% 73.7%
58%
60%
62%
64%
66%
68%
70%
72%
74%
76%
Yr 7 Yr 8 Yr 9 Yr 10 Yr 11 Yr 12 Yr 13 Yr 14 Yr 15
PI 39 Community / customer surveys undertaken satisfaction levels
Continued improvement 2012/13- highest figure ever
recorded in PN
1.9% increase in customer satisfaction with street
cleansing service
Enforcement/ Education
68.89 125.09
187.2 233.58
320.88
282.5
373.5
382.43
599.5
595
0
100
200
300
400
500
600
700
Yr 6 Yr 7 Yr 8 Yr 9 Yr 10 Yr 11 Yr 12 Yr 13 Yr 14 Yr 15
Number of litter offence fixed penalty notices per authority
0.62 0.90
1.12
1.58
1.95 1.94
2.44 2.33
0.0
0.5
1.0
1.5
2.0
2.5
3.0
Yr 8 Yr 9 Yr 10 Yr 11 Yr 12 Yr 13 Yr 14 Yr 15
Fixed penalty notices issued per 1,000 head of population
1.71%
1.28%
0.67%
0.96% 0.94%
0.57% 0.56% 0.59%
0.0%
0.2%
0.4%
0.6%
0.8%
1.0%
1.2%
1.4%
1.6%
1.8%
Yr 8 Yr 9 Yr 10 Yr 11 Yr 12 Yr 13 Yr 14 Yr 15
PI 40 Percentage of street cleansing budget allocated to education/publicity
Drop in number of FPN issued from a previously increasing trend
Spend on education/publicity remains very low
Staff
5.68%
6.03%
6.01%
6.57%
6.64%
6.39%
6.10% 6.07%
6.19%
5.97%
5.42%
4.85%
4.99%
4.62%
3.00%
3.50%
4.00%
4.50%
5.00%
5.50%
6.00%
6.50%
7.00%
Yr 2 Yr 3 Yr 4 Yr 5 Yr 6 Yr 7 Yr 8 Yr 9 Yr 10 Yr 11 Yr 12 Yr 13 Yr 14 Yr 15
PI 22a Staff absence (all staff)
Reduction of staff absence 2012/13- lowest figure ever recorded in PN
0.37% average reduction in staff absence levels
Round table discussion
- what does this signal for the future?
APSE Update
Future Meetings- 2013/14
National – Waste Management, Refuse Collection and Street Cleansing Advisory Group- Manchester tbc
Regional- Waste Management, Refuse Collection and Street Cleansing Advisory Group February 2014- Swindon July 2014- Bristol/ Bath/ Oxford October 2014- London
www.apse.org.uk