News Summary
Leon County has reported significant improvements in Waste Pro’s curbside waste collection service, with enhancements in customer service and a dramatic decline in service complaints. A semiannual status report revealed that customer complaints dropped from 4,602 in 2022 to just 578 in 2024. This positive trend reflects stricter performance standards and increased operational efficiency, despite existing challenges like technology issues and workforce turnover. The County is committed to monitoring further improvements in waste management services.
Leon County Reports Significant Improvements in Waste Pro’s Curbside Waste Collection Service
Leon County staff presented a semiannual status report on July 6, 2025, showcasing substantial advancements in the curbside waste collection service provided by Waste Pro, Inc. The report highlights ongoing improvements in customer service since the service began on October 1, 2023, further indicating that the County’s efforts to enhance waste management operations are paying off.
The Leon County Board of Commissioners had initially mandated the preparation of semiannual performance reports for Waste Pro on March 21, 2023, in light of previous service challenges. Following this directive, the first progress report was included in the Annual Sustainability Program Status Report on January 23, 2024, and subsequent updates were presented at Board meetings on July 9, 2024, and January 28, 2025.
Customer Service Improvements
Over the past 20 months, Waste Pro has demonstrated satisfactory service levels to its 32,125 residential clients in unincorporated areas of Leon County. The enhancements in their operational standards and overall service quality have led to a dramatic decline in customer complaints from 4,602 in 2022 to just 578 in 2024. Concurrently, the total liquidated damages assessed against Waste Pro have seen a significant reduction, going from over $304,000 in 2022 to only $30,000 in 2024, attributed to stricter performance standards set forth in the new contract.
Operational Challenges and Adjustments
Despite the positive trends, the report identifies some areas of concern. Technology-related issues occasionally result in temporary service errors, with connectivity problems reported by drivers and a high turnover rate among the workforce during the summer months. The physically demanding nature of the work contributes significantly to this driver turnover.
In response to these challenges, Waste Pro organized a job fair at its Midway location aimed at boosting employee recruitment. Additionally, in collaboration with the County, the company adjusted route start times to an hour earlier, a strategic move intended to enhance operational efficiency and ensure the timely collection of waste.
Transaction Volume and Service Commitment
Waste Pro manages approximately 300,000 transactions per month for curbside waste collection. This extensive volume reflects both the operational capacity of the company and the critical demand for reliable waste management services within the County.
Contract Background
The Agreement with Waste Pro, which was awarded on March 21, 2023, is scheduled to remain in effect until September 2030. The strategic overhaul of the waste collection services was necessitated by previous performance issues, prompting the Board to seek a solution that would ensure a higher standard of service delivery for residents.
In summary, the semiannual report underscores a significant turnaround in Waste Pro’s service delivery, with apparent improvements in operational performance and customer satisfaction. The County remains committed to monitoring these developments closely to further enhance waste collection services for its residents.
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Additional Resources
- Tallahassee Reports: Leon County Update on Waste Pro Customer Service
- Tallahassee Democrat: Tallahassee-Leon County Holiday Closures
- WTXL: Leon County Begins Curbside Debris Collection
- Wikipedia: Waste Management
- Google Search: Waste Pro Customer Service
