HomeMy WebLinkAboutWM CM Transition PlanWM Commercial Transition Plan
For commercial and multifamily customers, WM will work alongside VVS to coordinate that containers are delivered the same day as they are removed to avoid service disruption. WM currently
has the required inventory, our plan is to begin delivering containers Monday, June 30th, 2025.
By allocating more time for transitioning commercial containers, our transition team will have ample opportunity to meet the needs of the City's businesses and multifamily complexes.
WM is eager to leverage our team’s years of transitional experience and technological resources:
Commercial routing will take current routes into account to minimize changes. All WM routes are developed using our proprietary routing software to reduce customer impact and enhance
safety and efficiency. New routes will be street-tested and adjusted by our route managers before finalization. This process ensures that commercial drivers have ample time to become
familiar with the new routes.
As we initiate contact with the City’s commercial and multifamily accounts, our plan is to set up their new accounts with SB 1383 compliant service levels.
A comprehensive education and outreach campaign is necessary early on to reach the desired recycling behavior and knowledge base residents and businesses. This campaign will be led
by Yvette Pineda and Donald Taylor-Stewarts and joined by staff from surrounding districts to provide in-field support, specifically to conduct site visits. We are excited to work
with the City to leverage various forms of targeted communication, such as social media and direct mailing educational material.
Since WM will be the City’s commercial sector since, we plan to host dedicated workshops for businesses and multifamily complexes. At these workshops, we will review the new contract
and recycling best practices. We recognize that these two communities may not find time to attend these meetings, therefore—as previously stated, WM plans to conduct in-person site
assessments. WM will be hosting workshops in August, 2025.
Transition Timeline
Tasks
Start Date
Carts and Containers
Procurement of cart inventory
Q1 2025
Finalize cart delivery plan with City – removal, delivery, staging, and schedule.
Q1/Q2 2025
Conduct container transition for commercial customers.
July 2025
Routing
Develop routes using existing routes where possible.
Q2 2025
Finalize routing plan, review with City Staff.
July 2025
Route field-testing (prior to go-live).
August 2025
Data and Billing
Coordinate and conduct data transfers with outgoing service provider.
Coordinate and conduct data transfers with outgoing service provider- provide updated list of any closed/new accounts.
Q1 2025
June 2025
Develop comprehensive contract compliance checklist for contract implementation.
May 2025
Audit and verify data accuracy, upload to MAS, and assign WM account numbers.
June 2025
Review all updates to wm.com and Commercial website for accuracy and compliance with contract terms and maximize cross-promotion.
August 2025
Customer service
Update Knowledge service notes to reflect new services.
August 2025
Upload all transition public education materials to Knowledge for CSRs’ reference.
August 2025
Develop detailed new contract curriculum.
May 2025
Management conducts pre-implementation training.
July/August 2025
New Knowledge content goes live.
September 2025
Communication with City of Diamond Bar
Present implementation plan, programs, services, and timeline to City Staff.
Q1 2025
Design and obtain approval of all communication material.
Q2 2025
Communication with Commercial Customers
Continually update wm.com with key information.
Conduct commercial/multifamily site visits, offer services to get commercial customers to meet compliance mandates.
Develop education plan and outreach strategy for non-compliance customers.
July – life of contract
Q2 2025 – life of contract
Q3 2025
Develop Comprehensive Service Guides/Welcome Packets for commercial customers – includes SB 1383 material.
Q1 2025
Distribute customer “Comprehensive Welcome Packet” with new carts.
Create WM local website for City of Diamond Bar customers.
Same schedule as container delivery described above.
Q2 2025
Update WM-Diamond Bar webpage with new Welcome Packet materials, new service information, and transition announcements, including interactive map.
May 2025
Ensure all customer self-service features (wm.com, Digitization, etc.) are lined up to shift to new contract on September 1,2025.
August 2025
Conduct commercial workshops (minimum of 2, in addition to site visits) to distribute educational material and allow community members to ask questions.
Q3 2025 – through life of contract, until City Staff is comfortable transition is successful.
WM and VVS will maintain open lines of communication and work together as we finalize details for the transition.