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LTC 592-2019 Restroom Index Results for FY 2018/19 Quarter 4MIAMI BEACH OFFICE OF THE CITY MANAGER LTC# 592-2019 LETTER TO COMMISSION TO : Mayor Dan Gelber and Members of FROM: Jimmy L. Morales, City Manager DATE : October 31,2019 SUBJECT : Restroom Index Results for FY 201 The purpose of this memorandum is to communicate the results of the Restroom Index from FY 2018/19 Quarter 4 (July 1, 2019 to September 30, 2019). Key Q4 Metrics: • Citywide Restroom Index Rating: 1.92 (.5% deterioration from prior FY) • Citywide Toilet/Urinal Cleanliness Meeting Target: 63.8% • Bathroom Exterior Compared to Prior Year Fiscal Quarter: 10.3% Deterioration Background The Miami Beach Restroom Index is an objective measurement of performance ranging from 1.0 (Very Well Maintained) to 6.0 (Not Maintained) and includes assessments for cleanliness and interior/exterior appearance of the toilet and sink areas (see attached). The results of the assessments are used to monitor the impacts of recently implemented initiatives to target areas for future improvements and assure the quality of services. Quarterly sample sizes are set to ensure no greater than ~ 5.0 percentage point sampling error given the 95% confidence level. Summary of the Restroom Index Results FY 2018/19 Quarter 4 Overall, the City Restroom Index in FY 2018/19 Quarter 4 was a 1.92, with 7 4.1% of assessments scoring a 2.0 or better, a 4.0% and 5.3% improvement respectively when compared to the same quarter in the prior FY. The FY 2018/19 average was a 1.89, with 74.2% of assessments scoring a 2.0 or better. Scores were adversely impacted by the poor performance of a new janitorial contractor, who serviced the restrooms from June through September. They have since been terminated, effective October 1, 2019, and a new vendor, SFM, assumed the role of maintaining the restrooms. Overall, scores would have suffered significantly more, were it not for the Parks staff actively monitoring and cleaning restroom to compensate for the prior contract's poor performance. Areas of Focus • Cleanliness Toilet Area-Data continues to indicate that toilet/urinal cleanliness is a low scoring area at 2.14, with 63.8% of assessments meeting the target. Floor cleanliness remains an issue with 54 .5% of assessments meeting the criteria in toilet areas and 58.2% in sink areas. Property Management and Parks will work with the new contractor, SFM, effective October 1, 2019 to identify opportunities for improvement. Ongoing deficiencies throughout quarter four let to the removal of the former contractor. Parks staff were consistently more vigilant in ensuring restroom cleanliness as there were deficiencies in service . Parks noted approximately sixty- one deficiencies between June 2019 to September 2019 and required parks staff to supplement restroom cleanliness efforts to ensure expectations were met. • Cleanliness Sink Area-Sink area cleanliness overall scored low at 2.06 with 68 .1% of sink area cleanliness meeting the standard. Property Management is requ iring SFM to meet established performance expectations based on the restroom index criteria. • Exterior Appearance -Overall bathroom exterior scores deteriorated with 81.3% scoring 2.0 or better with an ave rage of 1.82. This is a 8.0% and 10.3% deterioration respectively when compared to the same quarter in the prior FY. Litter and trash during the weekend daytime hours appear to be an issue across restrooms in the South Beach area with 58.9% meeting the target. Property Management and Parks staff will work with SFM to ensure exterior of restrooms is free of litter up to 20 feet from restroom facility . Positive and Stable Areas • Bathroom Interior-Overall bathroom interior scores improved when compared to the same quarter in the prior FY from 1.82 to 1.64 or 9.9%. The percent of bathroom interiors meeting the target improved at 83 .1% or 7.5% improvement from the prior FY same quarter. The following restrooms are scheduled for renovation in early 2020: Fairway Park, Crespi Park, Stillwater Park, Tatum Park and Allison Park. Resttoanndex Score for All Pubic Res1roonBCiyWde Overall Public Resroomlndex (Target-1.5) FYt!ilt6 Qt Q2 Q3 Q4 FYAvnoe Overall Citv R e«room Score 2.08 2.m 1.99 1.79 2.00 Cleaniness 2.5 1 2.&1 2.31 2.01 2.37 To ilet /lrea 2.46 2.48 2.31 1.97 2.33 Sink Area 2.57 2.5'2 2.31 2.05 2.40 Bat hroom Interio r 1.55 1.67 1.51 Bat hroom Ellleri<r I 1.80 I 1.83 1.77 1.73 Overall Public Restroom Index (Target=1 .5) FY16/17 FY17/18 FY18/19 FY Average FY Average Q1 Q2 Q3 Q4 FY Average 'lo change Iron 'lo change from % change from prioratr prior FyQtr base year Qtr Overall Citv Restroom Score 2.11 2.01 1.86 1.86 1.91 1.92 1.89 0.5% -4.0% 7.3% Cleanliness 2.39 2.24 2.13 2.1 9 2.24 2.10 2.17 -6.3% -7.5% 4.5% Toilet Area 2.31 2.23 2.17 2.28 2.30 2.14 2.22 -7.0% -7.0% 8.6% Sink Area 2.47 2.24 2.10 2.11 2.19 2.06 2.12 -5.9% -8.0% 0.5% Bathroom Interi or 1.88 1.80 1.59 1.59 1.53 1.64 1.59 7.2% -9.9% -1 .8% Bathroom Exteri or 1.76 1.77 1.58 1.64 1.82 1.62 11.0% 10.3% 24.7% Ovenl Public Restroanlndex 2.0 or betW FYt!i/16 (Targlt 90'1.) Qt Q2 Q3 Q4 FYAvnae Overall c-rtv R e«room Score 66.6% 66.0% 73 .1% 801% 70 .4% Cleanlness 47.7% 47.1% m.O% 72 .1 % 54.7% Toi let Area 50.6% 48.1% 62.1% 72 .!1% 56.6% Sink Area 44B% 46.0% 57 .9% 71.2% 52.9% Bathroom Interior 88 .5% 835% 84 .1% 88 .0% Bath room Ellleri<r 82 .4% I 78.5% I ffi .O% 842% FY16/17 FY17/18 FY18119 Overall Public Restroom Index 2.0 or better %change from %change from %change from (Target 90%) FY Average FY Average Q1 Q2 Q3 Q4 FY Average prior Qtr priorFYQtr baseyearQtr Overall Citv Restroom Score 68.0% 70.2% 74.9% 75.3% 72.5% 74 .1% 74 .2% 2.2% 5.3% -7.6% Cleanliness 54.9'k 60.5% 62.5% 612% 57.7% 66.0% 61.9'/o 14.4% 13.8% -8.5% Toilet Area 56.8% 58.0% 60.0% 56.9% 54.9% 63.8% 58.9'/o 16.2% 15.2% -12.5% Sink Area 53.0% 56.6% 65.0% 65.6% 60.6% 68.1% 64.8% 12.4% 12.4% -4.4% Bathroom Interior 78.5% 82.1% 84 .5% 84.6% 87.3% 83.1% 849'k -4.8% 7.5% -1 .2% Bathroom Exterior 63.7% 84.1% 87.0% 81.3% 88.1% -6.6% -8.0% -12.2% "-rcent.ag• of Ass.ssm .. nts scoring 2.0 or bt!tt .. r(Targ£t 90%1 FY16/17 FY17118 FY' 8119 Percentage of Assessll8nts scoring 2.0 or better(Target %Change %Change %change Iron 90%) FY Average FY Average Q1 Q2 Q3 04 FY Average from prior FY .~ .. -·i~ ~ .. Qtr base yoar Qtr Overall 67 .9% 1.0% 74 .9% 75.3% 725% 74 .1% 74 .2% 2.21% 5.26% -7 .61% Bathroom Location South Pointe Park IM-S 7am-8om ' 1·. Maklrv Stoneman Dooolas IM-Fi 12am' 6th Street & Ocean· Lummus Park IM-F7am- 10th Street & Ocean· Lummus Park 14th Street & Ocean-Lummus Park -2 . 21st Street & Ocean-Collins Park 62.2% 65 .0% 61.1'lb 622% 79.2% 76 .8% 1.8% -3~ ~ QJ~ 35th Street & Ocean-Pancoast Park 1 70.6% 68 .4% 72.7% 66 .1% 600% 57 .1% 64.0% -4.83% -9.08% -29.77% 46th Street & Collins ·lrdia_n Beach Park(M-~7 ' -•' 66.2% 62 .8% 73 .8% 71.8% 68.2% 63 .4% 693% -7.04% 28.34% -~06~ 53rd Street & Collins -Beach VlfNI Park 1 79.8% 71.1% 68.6% 75 .6% 595% 73 .8% 69 .4% 24 .03% 13.71% -15 .17% 64th Street & Collins-J!Jiison ParkiM-S7am-8om ' 64 .0% 55 .9% 61.6% 63 .7% 55.4% 65 .6% 61.6% 18.41% 23.54% -24 .60% Unidad Beachfront (7am-Bpm ss: 76.0% 72.2% 75 .6% 73.6% 679% 68 .2% 713% 0.44% -9.79% -30.76% NSOSP 80th Street & Collins 1 48.9% 62 .6% 63 .0% 63 .5% 638% 66 .7% 64.3% 4.55% 3.57% 28.27% NSOSP B3rd Street & ::OIIins 1 557% 65 .6% 69.2% 78 .6% 67.2% 71 .4% 71.6% 6.25% 9.17% 413% NSOSP 84th Street & Collins (f>A-~7om.Rnm ' 54 .7% 57 .0% 62 .9% 721% 59.2% 66 .7% 65 .2% 12.67% 5.87% -9.50% il ; Bam-8om ' 63.6% 62.8% 71.6% 77.1% 71.9% * 76.4% 17 .94% -5.78% -8.52% Crespi (M-S Bam-aom : 699% 77.5% 80.9% 63 .1% 776% 63.0% 16.24% 10.95% -6.72% Tatum (M-S Bam-8om : 74 .5% 62.1% 79.7% 764% 80.5% 82.8% 17.52% 14.95% 2.71% ilbrth Shore Park Youth ' UM-F -0.90% 0.7 1% ·-~ Fairway Park(~ 746% I 73.1% 82.6% 63 .1% I 84.7% 84.6% I 3.78% 36.70% -6.69% ilbrmandv I ; bvfieldll 78.2% 69.8% 81.8% 74 .1% 79.5% 79.2% 78.7% -0.36% 2.86% -12 .58% Muss (M-F Bam-5om : 56 .7% -2.28% 3.40% 58 .92% Maurice Gibb Park (I 675% 65 .0% 71.7% 60 .0% 62 .0% 654% r 648% I 5.48% -4 .94% -12 .80% Sounds cape (W /R · • ... I Flamirqo Baseball Stadium (I 62.5% 68.9% 3.15% -8.30% Flamingo Outside Tennis 1 75 .3% 86.4% 87.5% 86.2% 89.1% I 6.96% 1.99% 1.10% FL3mingo Football Stadium (Concesskln Area) (I 691% I 772% 75 .0% 77.0% 74.2% I -5 .84% -9.26% -23.20% South Point Drive and Pier Park(7am-Sunsel 41.2% 53.0% 75 .0% 71.0% 68.3% 5<.7% 67 .0% -21.36% -0.92% 24 .68% 1.0-1.4999 1.5-1.999 2 .~.0 % L ;"·""" and below Next Quarter Assessments City part-time staff is conducting assessments every quarter. Additionally, residents are always welcome to participate. If you or any member of you r staff is interested in participating in the City 's Restroom Index Program , please contact Dr . Leslie Rosenfeld with Organization Development Performance Initiatives at extension 6923 . If you have any further questions , please feel free to contact me . c : Eric Carpenter, Assistant City Manager Mark Taxis , Ass istant City Manager John Reba r, Parks and Recreation Director Adrian Morales, Property Management Director Dr. Leslie Rosenfeld, Chief Learning Development Officer Attachment ~EC/LD Criteria for each area are listed below : Cleanliness Toilet Area • Floors mopped/clean/no stains • Toilets/urinal clean/no litter visible/ no leaks • No unpleasant odor • Toilet paper unavailable/usable • No graffiti Cleanliness Sink Area • Floors mopped/clean/no stains • Sink and/or mirror clean/no leaks • Trash can no more than % full • Walls clean/no graffiti • Soap dispenser clean Appearance Interior • Stable/operable toilet/urinal partition enclosures • Stall doors rust free/fully painted/latch and hinge functional • Sink faucets and soap dispenser functional • Hand dryer or paper dispenser functional • All interior lights functional Appearance I Cleanliness Exterior • Signage visible and clean • No graffiti • No unpleasant odor • No trash/litter • Entrance door rust free/fully painted/functional (rollup or traditional)