Overview
Privatization of street maintenance services by CAA can reduce overall costs for staffing and equipment, provide quicker response time for complaints, reduce turn-around time for complaint resolution and overall complaints, and allow for strict adherence to maintenance budget.
Laguna Niguel Success
In July, 1994, the City of Laguna Niguel hired CAA to replace the County of Orange to provide street maintenance. This partnership between local government and private industry has dramatically improved service and reduced city costs.
Budget Savings
In the first year of CAA staffing, the City of Laguna Niguel saved 31% in expenditures, and over $1,000,000 during the period FY '92-'93 to FY '96-'97. As a result of these cost savings, the City has requested increases in their "base" work program each year, allowing additional maintenance work at reduced costs.
Service Level
Concurrent with cost savings and requests for additional work, CAA has substantially improved the level of service to residents. Response times to complaints dropped from approximately 30 days to less than 5 days. CAA Staff currently resolves over 40 per cent of all complaints on the same day. This improvement in service is tracked by the City, who maintains a complaint management system to assure complaint resolution!
Budget Adherence
Contracting with CAA for street maintenance services has allowed Laguna Niguel to gain and maintain control of their budget and service level. Efficiency has been provided at all staff levels. The City has paid for only the service which is required. No expense is incurred for idle equipment or additional employees.
