“Customer Friendly Snow Removal ”

Tuesday April 15

7:30 - 8:30 am

Tim MartinCity of Coeur d ’Alene, Idaho

American Public Works Association2008 Snow Conference

Louisville, Kentucky

“Customer Friendly Snow Removal Program”

Winter in Coeur d’AleneIdaho

Coeur d’Alene,Idaho

Idaho is the 4th fastest growing state. Kootenai County is the 3rd fastest growing county in Idaho.Coeur d’Alene’s current population is near 45,000.

North Idaho Winters Are Beautiful…

… But They Can Also Pose Challenges and Hardships for Many

Our Snow Challenge

Our Snow Challenge:

• Coeur d’Alene Maintains Over 240Centerline Miles and 550 Lane Miles

• City Receives Annually 66+ Inches of Snow

• This year we received 137 inches• City Works to a Defined Snow Plan

Snow PlanHighlights – Policy & Procedures:

• Snow is an Emergency Situation• Plowing Operations: Start with 4-5” Snow on

Road, or with 2” on Road and More Expected• Plowing Accomplished by Priority:

ü Hospital Accessü Major Arterials ü Steep Hills & Curves ü 911 Centerü Major Collectors ü Bus Routesü Residential Streets ü Cul-de-sacs

Snow Plan

Kids to School

Emergency Access

Highlights - Policy & Key Issues:• Completion Goal for a Citywide Plowing is

38 Hours• Primary News Source for Information: KVNI• Snow is Not Plowed from Alleys • Residents Encouraged to Keep Cars Off Streets

After a Snowstorm• Residents Must Clear Sidewalks

Snow Plan

Customer Friendly Snow Program

1. The Right Equipment – “Snow Gates”2. Community Outreach and Involvement3. Communication – Radio, Web, Phones, Pamphlets4. Continuous Improvement Mentality – “Critiques ”5. Attitude – Operator Stake in Success

1. The Right Equipment – “Snow Gates”

Problem: #1 Complaint – Snow Berms in Driveways Solution: (Initially) Grader-Mounted Snow Gate

• 12/31/03-1/1/04 – Storm “Artic Almond”• 4” Wet, Heavy Snow• Good Results, 2 Additional Hours to

Plow Route ( 8 ½ vs. 6 ½ Hours)• Difficulty Turning and “Emptying” Wet

Snow

15 th Street

Results

Snow Gate in Operation 15 th Street

Results

Snow Gate Evaluation Snow Gate Evaluation

Snow Gate Process Change - Effect on Road ConditionSubject of Many Complaints – Required Additional Plowing on 1/14, 1/18 and 1/19/00

Pinegrove AreaTaken: 1/19/05

Plowed Once on 1/13/05

Fairway Hills AreaTaken: 1/19/05

Plowed on 1/13/05 and 1/14/05

Snow Gate Tradeoff

Snow Gate Evaluation

• Citizen Feedback:Data From Surveys:

- About 2,000 Surveys Delivered – 650 Returned (32%)- Vast Majority of Respondents:

- Were More Satisfied with Service Level (4.76 of 5 Points)- Found Gates Effective (4.88 of 5 Points)- Did Not Experience Difficulty with Mail Access (3.67 of 5 Points)- Said They Would Favor Paying More for Gates (4.72 of 5 Points)- Would Favor Longer Response Time for Snow Gates

- Average response 4.5 points, Point total 18.03 of 20 Maximum Points

Snow Gate Evaluation

• Citizen Feedback - Selected Representative Quotes :- “Real life savor for us seniors” V. Goetz- “Driveway +, Mailbox –” Anonymous- “Seems like the roads are more narrow” Anonymous- “My backbone thanks you” V. Ellison- “Saves me $25 every time the City plows” L. Schultz- “A lot more snow was left on the roads after being plowed” These left

deep frozen ruts to drive on. Rather dangerous” L. Cramer- “We always had to shovel our mailbox anyway. It’s no worse now” B. Fusch- … “best service the town has done for its residents in years” L. Jacobson- “It’s the best use of tax money I’ve seen” G. Addy- “An ordinance is needed to remove cars left on the streets” J. Darlas- “Keep gate down until its past the mailbox” M. Albertson- “It is one of the best programs the City has come up with” M. Gossett- “If you stop using it next year you might end up with an uprising” G. Ghirarduzzi

Research & Development Experiment In House Designed/Built Loader-Mounted Snow Gate

In Use Today for Neighborhood Plowing (4) Motor Graders for Inside Passes(4) Loader Mounted Snow Gate Plows for Curb Passes

The Right Equipment

2. Community Outreach and Involvement

NameThe Winter

StormsContest

Mayor Sandi Bloem

Class Room Visits“Take Show on the Road” Open House

Lake City High SchoolSpecial Needs

Program

“WinterArt in Motion”

“Show on the Road”Open HouseAt the Mall

Coeur d’Alene Charter Academy

Coeur d’ Alene High School

Lake City High School

Paint the PlowsHigh School Art Classes

Winter Art in Motion Participants

Coeur d’Alene High SchoolTeacher: Mrs. LeonardTheme: Viking BaySarah Moore – DesignerCommunity mentor: Vince LaVioletteStudent Artists:Sarah Moore Christina LaVioletteJayson Roberson Nicole Blair Lauren Scozzaro Ian BakkeAaron Barton James BrighterTianneChristian Crystal Hague Ben Hobson Garret JaynesJack Knobbler Shelly PageAmanda Saganski Erica UnruhJeff Baesa Shauna BehmerwohldNicole Choquette Amber CossonLindsay DeArmond Bobbi CourtemancheLaurel Duplessis Katie FishleyAmanda Kwiecien Gladys LabzaErin Lind Vanessa MaresHallie Spann Kim ThurmanLauren Vigwell Ryan West Heather Brickey Dan CernickBrooke Eaton Chelsea EdwardsRachel Fellows Megan GerwinSusan Kimball Shanell KingJon Luhnow Tate McNabbGraham Michels Kordula NaeglerTaylor Neal Evan RichardsonDanielle Valois Melissa ListmanCarly Melius

Coeur d’Alene Charter AcademyTeacher: Mrs. KetchumTheme:

Student Artists (Grades 7 though 12):Jared Webb – Design CoordinatorSasha Wellmaker Paul RouseAmanda La Mothe Jessica ZabranskyPhillip Weyland Scott SimpsonJohn Loper Pete PugaJosh Suhr Katie PietlickiSarah Fisher Joe TannerBeck Roan Ben MuellerJohn Smetana Hope CarpenterNicholas Hegelson Mike Siemens

Lake City High SchoolTeachers: Mr. BrunnTheme: Winter Paradise

Student Artists:Erik FenenbockJenna HutsonJessica FulwiderDanielle DeckerJamie LiberaAshleigh Neff

Open House Sponsors:Silver Lake Mall

Columbia Paint & Coatings, CDAPromotions:

Pretzelmaker Bob’s Pizza PlusCafé Elan Old Country Buffet

Thank You!!!Thank You!!!

Council~Community/Employee Interaction Programs

2007Equipment Olympics

3. Communication, Communication, Communication

ü We Build Strong Relationships with Media:- Storm Status Emails Are Used to Local Radio Station- Local TV Announcements & Interviews

ü Website Includes Snow Plan Policy & Plowing Status

ü Snow Plan Pamphlets Distributed Throughout City(Library, Local Stores, Fire Stations, Police Station)

ü “Snow Line” - Kept Current

ü Human Contact and Immediate Response to Problems

Winter Storm Names – Why?

1. Like Hurricanes – to Track Storm Status & Response2. Chance to Involve Community (Elementary School

Kids) – Storm Themes Used: Harry Potter Names, Mountains in Idaho, Animals, Disney Characters

3. Used to Collect Data by Named Storm Event for Critique of Performance - Drives Improvement

4. For Fun

Sample Storm Names & Performance Data

• Data Summary: Winter 2007-2008:Storm: Number “’s Plow Time: Safety Complaints

Amerigo 7 21 Hours No Incidents 6Balboa 6 33 Hours No Incidents 10Cortes 7 34 Hours No Incidents 5Degamo 8 29 Hours No Incidents 7Erickson 6 32 Hours 2 Incidents 12 **Pizarro 22+ 41 Hours No Incidents 9***Gilianes 19+ 53 Hours 1 Incidents HundredsHudson 13 26 Hours No Incidents 8

* Not a complete citywide plowing** Major storm – 28+ inches of snow/Multiple arterial plowings *** Crippling Storm 22 inches on top of Pizarro

Winter Tips:

üDespite Best Efforts, Streets Will Be Challenging at Times. Equip Your Vehicle with Winter Tires/Chains.

üAvoid Travel if You Can on Storm Days. Take Extra Time to Make Your Commute.

üKeep Cars Off of Street When Plowing is Announced or Anticipated.

üClear Sidewalks in a Reasonable Time.

üMost Importantly – Help a Neighbor Who You Know Could Use Your Help.

A Strong Team Concept Helps

“Can Do” Attitude

4. Continuous Improvement Mentality – “Critiques”• Operator “Critiques” (Debriefings):

Storm “Balboa ” Summary (From Operator Critique/Debriefing Sheet):- No Major Incidents - Some Minor Damage

- Slower Plow Time (2nd) - Extra HEO (S) Helped- Forecast Was Good - Got Out to a Quick Start- Trees/Stagnant Parked Cars - High Manholes & Valve Boxes

- Granular/Re-froze Snow - No Major Breakdowns- Earlier Start Time (0300) Helped Beat Traffic- Sod Landscaping Concerns @ Pinegrove – Hard to Find an Edge- Significantly More Complaints Than “Alpha” - When Plowing My Area,

Bermed Driveways/Sidewalks – Some Due to Snow Type - Heavy Chunks- Snow Gate Items : Increasing Accumulations @ Mailboxes 2 Citizen

Complaints - Access), Angle of Blade Not as Much of a Problem (Granular Snow), Parked Cars, Improved Efficiency in Golf Course Area, Missed Some Driveways in Golf Course Area. Process Leaves Heavy Snow Floor. Snow Gate Added 30 Minutes in G.C. Area & 2 Hours in 15th Area

SAMPLE

5. Attitude – Operator’s Have a Stake in Success

When Seconds Count, StormReadyCommunities are Prepared

Snowfighting….… With An Attitude!!!

Meeting Snowfighting Goals

2005,2006Community Quality Award

City of Coeur d’Alene“Snow Gate Program”

AFTER WINTER, SUMMER FOLLOWS

Street Department

The End

“The End”