This email from Mayor Denis Law acknowledges the on-going difficulties we are having rolling out the new garbage service in some parts of the city. In hindsight, while it seemed sensible on paper to start the new service at the beginning of a calendar year, it was a bad time of year to switch service. Our Public Works Department has been coping with other crises like snowstorms and floods, and Waste Management was having troubles just getting to basic trash pickup on the icy and windy streets, even without delivering new containers to 80,000 people.

When we discussed this new program in various city council meetings last summer, we raised and addressed many different concerns. But none of us raised the risk that the weather would compound our transition problems.

I apologize to all of you residents inconvenienced by this. I assure you that all of it at city hall take it seriously, and we are working to get things going smoothly as soon as possible.

Mayor Law gives more details below.

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From: Denis Law
Sent: Wednesday, January 14, 2009 10:51 AM
To: Don Persson; Greg Taylor; Julia Medzegian; King Parker; Marcie Palmer; Randy Corman; Rich Zwicker; Terri Briere
Cc: Jay B Covington
Subject: Garbage Collection

Dear Council,

I apologize that some of you are receiving complaints from citizens regarding confusion and service problems related to garbage collection. As you know, we experienced the “perfect storm” with the implementation of a new, complicated service, coupled with several weeks of historically bad weather. We also failed to plan on how best to deal with the inevitable questions from the public. Here is what we’re doing to deal with the issue:

Public Works has three dedicated employees working with Linda Knight to handle incoming calls and emails. The problem of finding Linda’s voicemail full should now be eliminated. In addition to the normal call receivers that Waste Management has on duty, they have added six call receivers to strictly handle incoming Renton calls. If you receive any questions or complaints, please direct the callers to 1-800-592-9995.

We have also arranged for Waste Management to pickup any garbage that was missed, regardless of type (garbage, recycle, yard waste), within 48 hours of receiving any customer call. There will be no additional charges to the customer.

And finally, we will have an article in Friday’s Renton Reporter that answers questions and concerns raised by our citizens this past week. We are also enhancing our information on our website, and Waste Management will be doing a complete mailing next week that will also answer customer questions, including the day of the week they should anticipate collection. Public Works anticipates that all phone calls and emails received to date will be answered by this afternoon.

As you might guess, there have been hundreds of calls from confused customers. We added to their frustrations by not having this plan in place earlier, but I believe we might have this under control within the next day or so.

I’ll keep you informed as we work through this process.

Thanks.

Denis Law
Mayor of Renton
1055 S. Grady Way, Renton, WA 98057
425 430-6500

dlaw@rentonwa.gov