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 paul.peters@enfield.gov.uk Refuse david.coventry@enfield.gov.uk 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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70

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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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20

40

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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Clin

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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