City of
Madison

Below should address the most common questions regarding the new work order system.

The questions are divided into three categories.

 

work order system

Schedule your large item pickup and/or purchase recycling fee stickers for drop-off.

 

questions for curbside collection

What is this?

Before you set your large items out for pickup, you must submit a work order to schedule your collection in advance.

 

I need to dispose of an item that requires a fee. Will I get a sticker?

If the items you are setting out require a fee, you will pay them through the work order system. You will not receive fee stickers in the mail.  The stickers are only to verify that an items was paid for, and if you are on our set-out list, then that is evidence you have paid.

Stickers are still required for items that come to a drop-off site that require a fee, like televisions.

 

I filled out the work order and it says to set the item out on a Sunday. Does this mean it will be picked up on that Sunday?

No. 

Crews will be by to collect what you have during the normal work week following Sunday.

You need to put the items out on the Sunday you select. Crews could be in your neighborhood first thing Monday morning. If you wait and miss your chance, crews will not make a return make-up trip. 

The best choice is to make the appointment, set the items out on the date you selected, and then wait for pickup.

 

Why is there only one pickup opportunity a month?

The number of collection opportunities was reduced as part of a budget cut for 2021. 

 

What happens if I forget to set out my items on the set-out date and I miss my scheduled pickup?

You will need to reschedule for the next pick-up for your neighborhood.

 

How will I know if the item I want to get rid of requires a fee?

The online work order system will let you know if the item requires a fee, and you can check this list.

 

Do I need to fill out the work order if the items I am setting out do not require a fee?

For curbside collection, yes, you should fill out the form and include all of the items that need pickup, including the ones do not require a fee.  We will use the form to help set staffing for large item pickup.

 

I bought a sticker a while ago, but never got the item out to the curb for pickup. What should I do now if I want it picked up at the curb?

Call our offices so we can set up your curbside collection.

 

I have to get rid of two air conditioners. How do I do multiples of the same item?

You will need to add the same item to the order twice. There is a recycling fee for this item, so you will need to pay for both air conditioners.

 

I have carpet and lumber disposal.  What do I do?   Do I really have to put in a number for each board? What about carpet?

Keep it simple.

In this instance, you should have one entry for carpet and then one entry for the lumber in your work order.

Some items it's obvious you will need multiples, like the air conditioner example above.

Others like carpet, lumber, fencing, construction debris, and other things where you don't really have a single unit or thing, only putting one on the work order is sufficient.

 

What if I created a work order to have items picked up at the curb, but I change my mind and want to take the items to a drop-off site instead of having them picked up at the curb?

Please contact the Streets Division office that services your home to make adjustments to your work order.

 

Can I get a refund for a recycling fee if I want one?

No refunds are available for curbside collection.

Refunds will only be granted if you return a fee sticker to our offices. The sticker must be unused.

Since you will not get a sticker for curbside pickup, you cannot get a refund.

 

I live on a private drive. Where do I put my large items?

The Streets Division does not operate on private property. Some condo complexes and neighborhoods have private roadways that go through these housing areas, and these are roads that the Streets Division cannot service.

Placement of large items in these kind of homes can be tricky.  And a lot depends on the unique situation where you live, and what kind of management exists for these developments. This means there is no one-size-fits-all advice on where exactly these items can be placed for the Streets Division to pick them up. 

Here's some general advice:

    • You will need to book and appointment for the large item pickup from Streets.  Use your address.
     
    • Contact us for help to determine where you should set your items for pickup if it is not obvious. This will also help us to route the truck where it needs to go to pick up what you have.
    • Since we cannot service private property, be prepared to haul the item more distance because it will need to have the item out to the nearest public street.
    • Check with your building's or complex's management to learn if there is an established place where items should be set out as there may be different rules or preferences unique to your housing.

 

 

questions for drop-off

Do I need to fill out the work order form for items that I am bringing to the drop-off site?

If the item is free, like a couch or just extra bags of trash, you do not need to use the work order form.

If the item requires a fee sticker, like a television or a microwave, you do need to use the form. Here is a list of the items that require a fee.

The work order system is how you will pay for recycling fees whether the item is picked up at the curb or dropped-off.

 

Will I still need a recycling fee sticker for certain items I bring to the drop-off site?

Yes.

You should complete the work order for the items you want to bring to the drop-off site that require a fee

Then a sticker will be mailed out to you.

You must have the sticker on the item for them to be accepted.

 

Do I need to fill out the work order form if the item I am dropping off does not require a fee, like a mattress or a couch?

No.

 

What if I created a work order to drop-off items, but I change my mind and want them picked up at the curb?

Please contact the Streets Division office that services your home to make adjustments to your work order.

 

I have to get rid of two televisions. How do I do multiples of the same item?

You will need to add the same item to the order twice. There is a recycling fee for this item, so you will need to pay for both televisions.

 

Will I be able to get a refund for recycling fees?

Yes, if you return your unused recycling fee sticker to one of the Streets Division offices.

Refunds will not be available for residents scheduling curbside pickup because they will not have an unused sticker to return.

 

Why do I need to wait for a fee sticker to bring in a television or some other fee item to the drop-off site? I don't like that.

This was debated before the new system went live. 

It comes down to simplicity.

We need something to prove that people paid for items, and also something that cannot be reused over and over again. A digital solution would require us to scan something, maybe a receipt or a bar code from someone's smart phone. Not everyone has access to a printer to print a receipt from home. Also, we worried about scanners working appropriately year-round outside in our drop-off sites.

This all led us back to using the stickers.  Yes, it is inconvenient to have to wait to receive a sticker in the mail after you buy it online, but even the speediest online transactions require folks wait a little bit for a physical thing to arrive.

Other questions

Why are you doing this?

There are a number of reasons why we are moving to the new system on June 1, 2021.

Under the old system of the large item collection, large item pickup crews rove neighborhoods looking for items to collect. This uses a lot of fuel and a significant amount of time. With the new work order system, crews can go stop-to-stop and burn less fuel and use less time searching for items to collect. This will also help management assign the right volume of personnel to go after the number of work orders received.

This also allows us to get better data about what we collect. In time, as more recycling opportunities become available locally, work orders allow us to be more intentional with our collection system. For example, if mattress recycling becomes available once again, we could send a truck out to specifically pickup mattresses to deliver them to the recycler, making for a better process on the back-end so the recyclables won't have to be separated out from the material we can't yet recycle.

Also, the work order system should also practically eliminate missed large item collections as crews will know exactly which houses need pickup.

 

Will this affect student-move out?

People in the student-move out area must still use the online work order form to purchase any recycling fee stickers for televisions, appliances, or other fee items. 

During the move-out period in August, people who live in the student move out area only need to use the work order form for items that require a fee, like microwaves and televisions.

 

What if someone struggles with the online form?

Please give us a call and we can help out.

 

The form isn't recognizing my address. What is going on?

The most common cause of this is that your street name is being entered incorrectly. 

For example, let's say you live at 1501 W. Badger Rd. If you enter that into the online form, "1501" is the Street Number; 'W" is the Direction; "Badger" is the Street Name; and "Rd" is the Street Type. 

Your Street Name does not include the Avenue, Road, Way, Boulevard, and the other similar designations. In fact, you do not need to fill in the "Street Type" part of the form to get it to recognize your address.

Now, there are some streets that do not follow the normal naming conventions and it can still be tricky, so if you just can't get the address to work, give our office a call.

 

What if I can't find the exact item I have that needs disposal?

We could not list every possible item that can be set out for pickup. Some of the categories are general, like a dresser or a bed frame would go under "wood furniture." There are also some general "other" categories you can use.

Over time, we will add common items we may have left out on the initial large item list.

And, you can certainly call us to get help.

 

Why can't I select items for my order? Is there a problem with the system?

You may need to turn off your pop-up blocker on your web browser to see the list of items.