ALL COUNTY COMMISSIONERS HAVE BEEN BLIND COPIED ON THIS EMAIL.
Commissioners - At your last regular meeting there were concerns expressed regarding GFL's performance and general level of service. The information below will provide additional context to the recent complaints received by the BoCC.
Subscription Customers Collection Services
As you know, for the purpose of waste collection services at residential properties, the unincorporated portion of Alachua County is divided into two sections, the Universal and Non-Universal Areas. Customers within the Universal Area have their waste collection services provided through the County's contracted waste hauler, GFL. Customers within the Non-Universal Area utilize the Rural Collection Centers. However, a portion of these Non-Universal Area customers still wish to have their waste collected at their residences by a waste hauler. These customers contract directly with a waste hauler for these services and are known as subscription customers. Under the old franchise agreement subscription customers were required to use County's contracted waste hauler, GFL. This was frustrating for some customers and resulted in numerous complaints to the Department and the BoCC.
Under the new franchise agreement, as of Oct. 1, 2023, subscription services transitioned to an open market service which may be offered by any waste hauler franchised by the County. Currently, there are a total of four waste haulers who have applied for, and received, the necessary franchise to service subscription customers. As an open market service, any of these four waste haulers may provide this service as long as the customer and the hauler agree to terms. If the customer and the waste hauler do not agree to terms, then they are not required to provide the service.
Issues have arisen when subscription customers want to change their current waste hauler but are unable to find a new one willing to service them. A major reason for customers being unable to find a new waste hauler is due to the lack of customer density. Without a certain customer density, waste haulers are often unable to offer the service at a reasonable price.
Even though subscription services are not part of the County's Exclusive Franchise Agreement, County staff are and will continue to assist County residents having subscription service issues with GFL or any of the other franchised haulers in the County.
GFL General Level of Service
Alachua County provides residential waste collection services to approximately 25,000 households. Each of these households receives garbage, recycling, yard waste, and bulky item collection services for a total of roughly 100,000 services provided each week. Over the last 5 fiscal years, GFL has averaged 73 complaint calls per week. While every single missed collection and complaint is important, when compared to the services provided over that time, this translates to a percentage of known collection issues of less than 0.08% per week. Staff will continue to work with GFL to reduce and promptly correct any collection issues.
Please let me know if you have any questions or need additional information.
Thanks,
Gus
[cid:AC_logo-150ppi_b0554e81-2d50-477d-8264-0219cbd8ac34.png]<http://www.alachuacounty.us/Pages/AlachuaCounty.aspx> Gus Olmos, P.E.
Solid Waste and Resources Recovery Director
Solid Waste and Resource Recovery
14 NE 1st Street * Gainesville * FL * 32601
352-548-1282 (office) * 352 275 1344 (mobile)
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