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Handover Summary
Everest Recycling Solutions - Timor-Leste
December 2017
Team leader: Rebecca Pink
Group Leader: Alex Piatek
Trekkers:
Paola A. Ortega Samuel Swain Emily Love Alex Ng
Table of Contents
Service 3
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How does it work? 3
Operations 4Customers 4Current customers: 5Customer Acquisition Process: 6Collection 6Truck driver 6Interns 6Facility/HQ 7Employee Education 7Stickers 7Legal and Insurance Requirements 7Segregator 8Manager 8Collection Calendar 8
Financials 8
What to do with the three types of products we are currently collecting? 9Aluminium 9Glass 9Plastic 10
Major Challenges 11Language 11Majority of the Timorese do not see the value of recycling 11Confusion between who is paying who for the collection 11
Where to from here? 12Suggested Week ONE goals 12
Important Documents: 13
AbstractEverest Recycling Solutions is an ideated and trialled recycling and segregation business
operating out of Dili, Timor. The business is currently registered as Project Everest in Timor-
Leste, and due to licensing laws must operate under Project Everest rather than ERS. Currently
there are six local businesses onboard that separate waste from recycling (aluminium, glass and
plastic) where it is collected on a scheduled basis.
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IntroductionRecycling 101: recyclable products such as glass, plastic and aluminium are not rubbish or
waste and should NOT be referred to as waste. Refer to them either as recycling, if possible.
Remember, recycling in Australia has existed for over 20 years, we are trying to change long
term perceptions and behaviours in Timor-Leste. It is worth noting there is no word in Tetun
(local language) for recycling.
ServiceThere are TWO parts to our service.
1. Recycling collection
2. Separation and onselling/creation of products of the recycling
Recyclable products we currently collect are:
● Aluminium cans (coke cans, beer, etc)
● Glass bottles (wine, beer, etc)
● Plastic bottles (mostly water bottles)
How does it work? ● Customers pay $5 (40L bin) or $10 (100L bin) for us to pick up their recycling. This is
per pick up with multiple pickups allowed (and encouraged) per week (Monday to
Friday) Ie, if there are two 100L collections per week that is $20 per week. . Currently we
are aiming to streamline the collection days to Monday and Thursday to reduce truck
driver payments. Currently we are only operating with $10 pickups, with O’beiro
occasionally paying $5 for a small amount. We are allowing this for O’beiro for the time
being as she is a valued customer and does not cancel the night before. She is also at a
very convenient location.
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● Customers can either separate the three types of products (aluminium, glass and plastic)
themselves into three separate bins or have all three products in the one bin collected.
● ERS also offers a complementary education session, performed by us (and by interns in
Tetun) to ensure that rubbish isn’t put in the same bin as recyclables. It is important to
identify the education session as a free service for the customer to help attain EOIs.
● Customers supply their own bins, however they can be purchased from us, $35 (40L)
and $70 (100L) bin. We supplied 3 bins for Hotel Timor and made $60 profit from buying
them from Delta III for $50 each and reselling for $70. We encourage you to explore this
avenue as it is easy money.
● A truck driver (Aminu) is paid $10 per hour to drive around in a truck to collect the
recycling between 9am and 10am. The recycling is then transported back to our
Headquarters (HQ). He often brings his friend Tody who helps with the collection. When
Tody comes, he and Amino share the $10.
The recyclables are then separated at our HQ - currently by us.
● Aluminium - onsold (currently 75c/kg) to Besi Tua (local agent that crushes cans and
sends them to Singapore for processing)
● Plastic Bottles - no long term ongoing solution confirmed. Star Products is a local
manufacturer that should be contacted ASAP to see whether he will take them (5 to
15c/kg). He was contacted late November but was not operating due to issues with his
land and government restrictions. PLease do NOT contact him until the end of the
month, as was contacted on 20/12 and still not operating. Also gave bottles to 3R
(university students group involved with recycling) to make bottle bins. We also
encourage you to build prototypes ASAP. Further information available towards end of
document
● Glass - Made concrete to test, no long term solutions confirmed as yet. RMS has been
contacted via email re the potential testing of glass aggregate concrete. Potential to
export to OI (world’s largest glass manufacturer) if glass is source separated (3 types)
Operations
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CustomersTarget: Businesses mainly western owned, or orientated such as Hotels, Bars and Restaurants
(Check Business Model Canvas’ for our value proposition) BMC click here.
Why: Our perceived value is that these types of businesses see the value in recycling, see it
could be a positive image for their business, are giving us a go and are our early adopters
This month we tried to pick up from where July left off by contacting all trial and expression of
interest (EOI) customers that they had gained so that recycling service could commence in
week 2 of project. We could not get in contact with all of them and decided it was a better use of
our time in country to progress with the business without those who could not be contacted. All
information about potential customers can be found in Expression of Interest Directory and
meeting minutes. Please ensure you have searched the whole drive for meeting minutes and
notes on any businesses before contacting them.
We have used a customer contact registry, however we have now moved to Hubspot. Please
ensure you utilise this. We have (hopefully) transcribed all of the contacts, what we contacted
them about, etc onto here.
Current customers:
Customer Collection Day Cost (US$ per week)
Relationship Other things to remember
Mobys Thursday 10 Satisfied Recyclables are mixed
Castaway Monday & Thursday
20 Manager is satisfied but staff
are not keen
Recyclables are mixed
Esplanada Friday 10 Neutral Recyclables are mixed
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O’berio Monday 5 or 10 Very Satisfied Recyclables are mixed
Plaza Hotel Monday 10 Satisfied Mainly plastic. Recyclables are
mixed
Hotel Timor Monday & Thursday
20 Key customer.Very Satisfied
Segregated into glass, aluminium
& plastic
Refer to Current customer SOP
Customer Acquisition Process:We have offered a 1 week PAID trial to customers, then revisited them after the week to see
how the trial went (feedback) then signed them (or tried to) onto a longer term or more
permanent collection service.
Please see the New Customer Acquisition SOP (standard operating procedure) for all the
questions needed to ask and confirm
CollectionSOP’s for venue collection can be found here: Long term customer SOP. The fastest route for
collection can be found here: fastest routes.
Truck driverFor the first week of our service, Al (owner of our accommodation) did the run for us in his big
yellow truck. This is because we could not get in contact with Aminu who is the Timorese driver
used in the week long trial in July. To find other drivers we stood out the front of the Palacio with
our intern Simao and waved down truck drivers and asked them to work for us for $10 an hour
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from Monday to Friday. We got some potential drivers but then finally managed to get into
contact with Aminu and his friend Tody through Facebook.
Aminu is enthusiastic and likes working with us however in the final days we found out that he
does not own the truck. He works for a guy that rents out his truck to him to sell fish and all
money made is given back to the owner and Aminu himself only makes $150 a month. He is still
happy to work for us but it really affects his other job as days he works for us he cannot sell fish
and does not make his daily quota unless we were to give him more hours. He has been reliable
at showing up for collection for the two weeks that we required him. Aminu brings his friend
Tody to assist with loading the recyclables on to the truck (particularly helpful for large
collections such as Hotel Timor). Aminu is paid $10/hr and when he brings Tody, they share the
$10/hr.
The collection schedule can be found HERE. In weeks 3 and 4, we had Aminu work only
Monday and Thursday as there was no collection scheduled for Tuesday and other days we
were able to save costs by getting Piatek or Lily to drive us to collect Esplanada’s waste in the
Passo.
InternsWe used two interns Aldo and Simao from UNTL (the local university) - they are indispensable.
Please contact them on the first week to keep them involved. They are under the impression
that they will be working along with the January team. They provide invaluable insight into
projects and are great for speaking to people in Tetun or Bahasa (Indonesian). They also want
to be heavily involved, so help them understand the business well. They are partners/members
of the team, not just interpreters. If they are coming, ensure that they have tasks to work on so
their time are not wasted. They are on uni break until the start of March and have been very
keen to help out.
Aldo +670 76189124
Simao +670 78524942
Leo +670 7759 5849 (only worked with us for one day)
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Facility/HQCurrently we are operating at Paradises (our accommodation). It is highly suggested that the
January and February teams look for land to operate from. Land is complicated in Timor as if
the government owns it can be taken back. December team decided due to the early stages of
the collection service, land was not viable for our month but should definitely be researched to
have land confirmation by the end of February. After some consultation with locals we should
not be paying more than $100/month.
Employee EducationAs part of every new service, ERS offers to teach staff (in Tetun with the help of the Interns)
how to recycle. A slide show has been produced both in english and in tetun
This was important, and would emphasise and encourage to apply as it has made segregation
improve later on.
StickersEach new service also receives A4 sized stickers for either the bins they have purchased from
us or their own bins. These are an important way of help staff recognise the area/bin to only put
recycling in. Beware that A4 stickers cost $1.50 each to print and this cost significantly adds up.
We have also made stickers (A5 size) for businesses to display where they choose to say that
they proudly recycle. These would be worth encouraging businesses to use and gives a
personal touch.
Legal and Insurance RequirementsDecember Team has not made significant changes to the documents made by the July team
regarding contracts for Drivers, etc. We have added responsibilities within the contracts. These
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should be double checked by a lawyer and then also double checked for translations before any
of them are signed.
In the event that ERS makes an annual profit of $6000 or more, ERS would have to pay tax.
Taxation payment guides and taxation law guides are listed in the December folder.
In the event that workers have to work on public holidays, under legal obligations of the law, all
workers are entitled double the wage. Do take note as Aminu the truck driver will be working on
1st January 2018 and he is entitled double the normal pay.
SegregatorThere is still a push to hire a segregator for $1.50 an hour. Currently it takes around 1 hour per
day for 1 person to separate the recycling into 3 different streams (aluminium, glass and plastic)
This would be worth doing to save team members times in completing.
ManagerAt this stage we did not see it necessary to hire a manager, as ERS will be here until February.
Suggest that the January and February teams pursue this to ensure the service can continue
between February and July when ERS is not here. It is advisable for interns to be heavily
involved in the business so that they will be potential candidates for the managerial role.
Collection CalendarA recycling collection calendar has been developed and should be added and checked as the
weeks progress to ensure you don’t miss any collections. This is a list of all business and their
days of collection we currently have.
Financials● $5 per pick up for small bins
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● $10 per pick up for large collections
● Driver costs $10/hour
● We have been doing single collections (ie if there is only one business to collect from)
● Large 100L bins (see Pin drop for location) cost $50 each, we charged $70 (profit of
$20)
● Small 40L bins we didn’t purchase in December as there are a number at our HQ
(Paradises). Charging $35/bin, but this is negotiable seeings as they have already been
purchased.
● Stickers currently cost $1.50 each, which are colour and are in Tetun and english with
visuals
For trials it might be worth trialing a “bin bond” where they can borrow the bin from ERS and
then either keep it if they continue the service or give the bin back and we give the bond money
back if they do not continue with the service.
As the collection operation started in December, the financial year will begin at 1st December
2017 and end at 30th Nov 2018. In the financials tab of the december folder, there are several
financial documents. All documents are to be done monthly. ERS Transaction Journals are daily
records of transactions that have occured in the month. ERS Balance Sheet states the financial
position of the company at month end. ERS Income statement lists the actual revenue and
expenses that the company has earned and incurred during the month. ERS Cash Flow
statement shows the actual inflow and outflow of the cash balance. Financial Projections show
the future monthly and yearly projections of ERS. It is based on the assumption that ERS will
grow at the rate of 25% per month. Projections are just predictions and not absolutes as they
are subjected to changes. Projections could change during the next month due to either
seasonal changes or behavioural changes of the community.
What to do with the three types of products we are currently collecting?
AluminiumStraight Forward.
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Store Separately in large white bags (called bulka bags) - call Besi Tua (need Google translate
or intern) to pick up when full. Note there are two companies which recycle aluminium, the one
to use is called ‘Best Tua’.
Price was $0.75c/kg and pick up is free.
GlassA lot of work needs to be done in this area, but here is what we have done in December.
Contacted OI (world’s largest glass manufacturer) - they are willing to take our glass (as much
as we can give them) and pay $60/tonne BUT must be separated (3 types) brown, green, clear.
(please see email chain [search Beth Wakefield in workhub email]). There are lots of logistics
behind this in terms of shipping, how much glass in a container etc. This should be mapped out
thoroughly to have a good handle on whether it is feasible and what the associated costs would
be.
Using glass as a partial gravel replacement in making concrete - We have created four ‘testing’
blocks of concrete.
1. Glass was smashed using a hammer and the glass was inside a jean leg.
2. The small piece of the glass were used to replace 10% and also 20% of the gravel used
to make concrete. Our mix was 4 parts gravel, 2 parts sand and 1 part cement
3. The four testing blocks of concrete are:
a. Control
b. 10% replacement of gravel
c. 20% replacement of gravel
d. Artistic style (probably doesn’t need to be tested)
We have been in contact with RMS (an Australian engineering company based in Dili) and they
have expressed they can test the strength of concrete and are open to experimenting with it.
Please contact Paul on the 5th of January.
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PlasticStar Products - is a plastic processor in Dili. Currently not operational as there are issues with
his land. There may be an opportunity to sell to him 5 to 15c/kg for hard plastics, but this has not
been pursued this month due to him being non-operational. Do contact Star Products to see if
they have started operations. Interns will be needed as Mr Zeca the owner does not speak
english. There is also an organisation called Hopeseller that had bins located around the city for
plastic bottles that they would collect and planned to shred however this never happened and
they are no longer operating as funding has run out (work from Feb and July teams).
Prototypes
December team also made some prototypes:
1. No electricity air conditioner - https://inhabitat.com/this-amazing-bangladeshi-air-cooler-
is-made-from-plastic-bottles-and-uses-no-electricity/
2. Using plastic bottles for a seedling starter box (might work well with Agriculture)
3. We partnered with 3R to make bins made from plastic bottles.Contact 3R again
Other outlets should be pursued including exporting, if feasible.
We also encourage you to develop/design a plastic bottle greenhouse using the collected
bottles. This has huge potential in the agricultural field in terms of both social impact and
financial feasibility.
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Major Challenges
LanguageAs the majority of Timorese do not speak English, empathising session with the local community
has to be done with the help of an Intern. Communication with Timorese businesses and
education session will require an Intern. Fortunately, Aldo is very proficient in conducting
education sessions and business pitches. This would be worth exploring, utilising, paying, or
encouraging members of 3R (Reduce, Reuse and Recycle - a volunteer organisation) to use on
a commission basis to bring businesses onboard.
Majority of the Timorese do not see the value of recyclingThere are currently no initiatives by the government in regards to recycling. There are no
recycling facilities provided by the Timorese government. All waste collected by waste collection
services are brought to the tip at Tibar to be burnt. This waste includes recyclables that ERS are
collecting. There are many businesses who are only concern with the financial cost of hiring
ERS and not interested in the benefits that recycling brings. Even the reputation of being an
eco-friendly company or the mention of their peers being eco-friendly were not enough to deter
them. For ERS current customers, even if the managers or owners see the value of recycling,
their staff do not. Managers are keen on recycling but their staff are only concerned that they
are paying more for a redundant service. This could be a factor to why the recyclables are
sometimes not well segregated from trash.
There is NO word in Tetun for Recycling. Aldo the intern has utilised the indonesian word for it.
Confusion between who is paying who for the collectionDue to the mindset that recycling is not important and the language barrier, there has been
several instances that businesses thought we were buying recyclables from them. From their
point of view, they have to segregate recyclables from trash. This would mean extra work from
their part. Turkish Ottoman, Farol Hotel, Beach Garden & Excelsior Hotel and Dili Club and
Pizza thought that ERS should be paying them for the recycling collection as they believe that
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they are selling them to us. Some of these businesses currently do not pay for waste collection
services thus they believe they should not have to pay for ERS collection service.
We have written in English, had translated to Tetun and Indonesian a sentence or two that
should hopefully make this clear . This needs to be checked by another intern (other than Aldo)
and should be used every time approaching a business.
Where to from here?1. Keep the collection service running. We have notified customers that no collection will
occur the week of Christmas, BUT it will start 1 January with Amino the driver again.
Major collection days are Monday and Thursday
2. Read thoroughly the standard operating procedures to ensure all of the items are
followed. This will make your lives easier in the long run and we have learnt from our
mistakes. We also suggest taking a step back and possibly re-empathising with people
to try and understand waste, particularly recycling (see major challenges) and the
refining the SOPs or adding additional ones to ensure we’re able to bring people and
businesses on board. This will be a slow process, particularly for local run businesses.
3. Refine the collection service routes in terms of timing
4. Find a permanent and ongoing end solution for Glass and Plastic (IMPORTANT to be
able to gain more customers)
5. Find a permanent HQ, with good storage for plastics and glass. Jonny, who is mates
with Tony from Esplanada has access to shipping containers when needed - so decide
on this ASAP.
6. Maintain a strong relationship with our interns Simao, Aldo and Leo as well as the crew
from 3R.
7. Continue to pursue the Minister of Tourism. Guido has identified that they are pushing
strongly towards environmental inititives in the new year to boost tourism. Bec met with
Pepito, one of the secretaries who reinforced this and told us to get into contact in the
new year (that’s you :) ). Kaka from 3R also works at the Ministry and has offered to help
set up a meeting - so please follow that up ASAP.
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Suggested Week ONE goals1. Ensure collections are ongoing and introduce yourselves to current customers. Bec, the
team leader for December will be available for any introductions, questions if necessary.
We need to continue our service with these customers as we are under legal obligation
(signed contracts).
2. Read and understand the SOPs in the drive.
3. Rethink the business model. In our last week we came across many businesses that did
not want to continue our service. Look into some of the following: lowering price of
collection, get business to segregate but we collect all of it - general waste is taken to
Tibar and recyclables are taken to HQ.
4. Do a BMC to understand value proposition of service based on our current customers
and customers lost. See if this should be changed.
5. Start looking for someone to pay to segregate the recycling (this is fun for the first week,
but becomes time consuming). Payment for segregators should be $1.50/hour.
6. Work on finding a permanent solution to glass and plastic long term ie. exporting large
quantities, logistics and cost involved, feasibility of land etc.
7. Contact RMS about testing glass aggregate concrete strength (they are back in office on
the 4th Jan - see emails with Eric)
8. Prototype with bottles. We would suggest building a plastic bottle greenhouse in
conjunction with the Ag Assessment team. Gembell Art group (next to Lita) may be keen
to assist.
9. Contact interns (Aldo and Simao) - Suggest to do day one. Even if just for introductions
and let them know you are here.
10. Contact 3R to see how their plastic bottle bins went. Also check in with Kaka in regards
to meeting with the Minister of Tourism.
Important DocumentsPlease read the following documents. These are crucial as ERS is already operating as a
business in Timor-Leste and you need to be prepared to begin collections from day 1. You will
need to be in contact with existing customers and EOIs immediately to ensure a seamless
transition between months.
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Standard Operating Procedures (SOPs)
There are 5 standard operating procedures
● New Customer Acquisition - read and understand before engaging with a new or
potential customer
● Long Term Customer Collection - confirm all these details for documentation (general)
● Specific Long Term Customers - current long term customer SOPs when collecting
● Driver - a checklist for your team and the driver to remember
● End of Week - ensure these are completed by the end of each week
Note: please read these SOPs thoroughly, they are important, as they have been made based
on mistakes and improvements we have tried to make in December. Please edit and change as
you see fit and as the service improves.
Hubspot is where all the information needs to be kept when talking to people for meetings and
over the phone. Please see the SOP regarding this Hubspot SOP
If you are a visual learner and want to understand the way Dili is laid out (helpful for the first
week bearings) check out the map and understand it. Please see Google Map - key spots,
routes etc.
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