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b• �/ / � � Hearing Board Findings - Page 5 Other - Disposal �. Staffnoted the ongoing negotiations regarding BFI providing a reduced tip fee to another county provider and BFI not bringing this issue forwazd to the SBWMA at ' thp time that reduction was extended. SBWMA and BFI aze negotiating this issue. BFI Comments at the Heari.n$: • BFI did not refute the observations of SBWMA staff, and concurred with many of Staff's comments. BFI also indicated it's concurrence with the BVA report and noted its implementation of the recommended changes. BFI mentioned ideas for improvements that might be implemented to increase diversion (single s�reazn collecdon), efficient collection of materials (automated collection), and improvements to customer service (improvements to the phone system and web site) and indicated its commitment to meet SBWMA's and member agencies' expectations. Conclusions• A. The Hearing Board concludes that BFI has met, or has substan�ially complied with all requirements of the Operating Agreemettt. B. 'I'he Hearing Boazd concludes that BFI has met, or has substantially complied with five of the six requuements of the �ollection Agreements. It has not met the commercial diversion standard. 1. BFI's failure to achieve the commercial diversion goals results frorn a failure of - BFI management to effectively manage resources provided by the SBWMA, For example, BFI management did not set performance goals f.or their six outreach staff until mid-2004, though SBWMA recommended it do so for over a year and a half. ' 2. BFI management failed to effectively manage staff resources to con�entrate effort on the largest commercial acc�unts until mid-2004. 3. BFI needs to dramatically improve commercial recyclinp. 4. BFI needs to evaluate the management of the comrn�rcial recycling program to ensure that BNI si�nificantly increases recycling tonnage for SBWMA members. The current commercial diversion rate of 16% is too low and raeeds tc improve to assist all mernbers to meet and sustain A.� 939 mandates. Areas for future imnrovements• 1. Customer Service: Alfhough BFI met the commercial customer saiisfaction criteria established in the Collection Agreement, it barely achieved the rriiniinum criteria. BFI's marginal performance in this area results at least from some customer�' dissatisfaction with customer service operation and particularly with the phone system. The fact that the problern with the phone system was identified more than two years a�o and is not yet resolved is a cleaz example of BFI management's failure to effectively resolve these matters. In addition to the phone system, BFI needs to improve it's delivery of services, specifically related to bin delivery and missed pickups. The results of the Customer Satisfaction Survey indicate that BFI has room for improvement in providing quality