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<br /> Comprehensive Review of <br /> S olid W aste Collection and Disposal Options <br /> <br /> <br />v2.1 45 10/22/12 <br />4.1.1.5 Customer Service System <br />According to interviews with supervisors and other SWSD staff, SCS understands SWSD does <br />not operate with a formal customer service system. Historically, customer calls, comments, and <br />complaints are taken by phone, written down on paper, and then passed to the collections crews. <br />SWSD and the Town do not have a means to maintain electronic record of calls and Town <br />responses. <br />SCS is familiar with several readily available customer service software systems. Several are <br />tailored to solid waste management services, and in particular, Mobile 311 is designed for <br />municipal applications. Mobile 311 utilizes standard mobile devices (i.e., cell phones, text <br />messaging) to quickly relay information from the office to the field employees, while also <br />maintaining electronic record of correspondence. This software can help expedite the Town’s <br />response to routing issues, special requests, exemptions, and access problems, while assisting <br />SWSD management track the division’s response. Furthermore, the software can also help <br />streamline bulky and yard waste collection by allowing the drivers to generate work orders and <br />more efficiently communicate with the knuckleboom and flatbed truck equipment operators, <br />while more accurately and expeditiously initiating billing functions. <br />The Mobile 311 system is equipped with a GPS tracking system that relays GPS coordinates to a <br />central electronic locator map. Management may use the system to track the location of each <br />vehicle outfitted with the technology in order to respond quickly and efficiently to route and <br />vehicle problems, special collections requests, and monitor driver performance. Furthermore, <br />the electronic data is valuable when analyzing collections routes. <br />The cost for Mobile 311 is $60 per month per field user excluding the purchase cost of a <br />smartphone and monthly mobile phone contract. SCS estimates a total monthly cost of <br />approximately $2,700, assuming $100 per month for each mobile phone contract, based on 17 <br />users under the current residential and commercial collection configuration. There is a one-time <br />services setup fee of $500 and training is available for $125/hour. There may be some additional <br />administrative and program costs for such a program, which is beyond the scope of this study, <br />but it is believed to be negligible compared to the monthly operational costs. If the Town wishes <br />to add additional users, the price costs would adjust accordingly. <br /> Seven (7) residential collection vehicles; <br /> Two (2) commercial collection vehicles; <br /> One (1) vehicle for bulky waste; <br /> One (1) knuckleboom truck; <br /> Two (2) scooter trucks; <br /> Two (2) supervisors; <br /> One (1) inspector; and, <br /> One (1) backup. <br /> <br />4.1.2 C ommercial <br />Similar to SCS’s residential collections system observations, SCS evaluated the Town’s <br />commercial collections systems for both commercial-business and commercial-multi-family