The City of Fort Wayne reduced missed garbage pickups by 50% and improved their contractor relationship by using Six Sigma tools to identify and improve the highest-impact problems.
PROBLEM
Missed garbage pickups result inincreased costs and dissatisfied customers. The goal is to reducemissed garbage pickups by 50%.
SOLUTION
Measurement and analysis uncovered several reasons for missed garbage pickups. The City’s garbage contractor,
National Serv-all, took proactive steps to reduce problems including reducing the size of some routes. The City and
National Serv-all created a partnership manual and the City now inspects routes each day.
SAVINGS
A savings of $195,000 a year has occurred as a result of the 50% reduction in missed garbage pickups.
Other benefits include an improved partnership between the City and National Serv-all. Customer service has
improved and the City had a day with zero missed pickups.
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Several key staff members at the City of Ft. Wayne worked on this project and formed the The High Performance Government Network. It is a member driven not-for-profit corporation that is dedicated to designing, developing, and deploying high performance accountable public services. For more information on how they can assist your city or municipality, contact them.
Empowered Municipality has partnered with the HPG Network and will be following this project as one of its Featured Case Studies, along with many others. We will be inviting experts from many disciplines to contribute to the overall case study. These kinds of studies will form a unique public asset from which other municipalities can learn from.
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