Case Study Project SSGP 1.6

Using digital technologies to

help keep Exeter a clean, safe and well managed City

Using new space technologyto provide 24/7 digital services

and make efficiencies

Making bin collections more efficient

Managing trees

Exploring more

opportunities

Driver returns with list of reasons for non-collection - paperwork filed

Advisor calls customer back

Enter on crew sheet for next day – put in crew tray

Call taken by customer advisor

No-one has time to check driver list so crew sent back anyway

Scribbled note put on pending pilewaiting for trucks to return

Making bin collections more efficient… it used to be really hard to report a missed bin

100% complaints result in truck return!!

Making bin collections more efficient…. Making it EASY PEASY to report a missed bin

Searched market for the best mobile system and business partner to develop the ‘Exeter’ way

Gained an insight into our customer experience – stood in their shoes and looked at the way we communicated

Imagined what an easy customer experience could look and feel like

Developed a business case and obtained funding – go mobile/self service

Making bin collections more efficient…. What we did to overcome some of our barriers

Reviewed our policies and business processes – challenged the status quo – got rid of some and built some new processes

Ensured all addresses were, and continue to be,matched to LLPG

Single, trustworthy data source for all scheduled waste collections

Sought Elected Member, management, customer advisorsand crew feedback and buy-in

Built digital service to enable Exeter residents and staff to report a missed bin – one version of the truth - EASY PEASY!

The iForm

Action Education Marketing Extreme Weather

The mobile system

Global positioning shows crews where they are

Information about work is always up-to-date

Easy for crews to record real-time information, e.g. bins not out, contaminations

The mobile system

Dashboard enables supervisors to track and manage crew performance in real time

Missed bin service requests take care of themselves leaving Supervisors to concentrate on managing the crews

Capital Savings = £340 (reduced fleet + avoided costs for new homes)

Greater customer access - up by 86%

Returns for missed bins down to 27% of reported

Initial investment = £240k

The costs and benefits of getting from there to here

Revenue Savings - £150k each Yr 1 and 2; £170k Yr 3 (£470k so far)

33% use self service

BenefitsWe are on the journey ….. creating more digital access to services for

our customers more akin to private sector

Be more precise about tree locations - get to tree location first time, every time - handle scheduled and unscheduled events

Build more digital services for our customers toreport street scene issues

Free up admin time for experts to manage our tree assets

Why Trees Next?

Reduce cost of communication – digital 15p/contact; phone £2.83/contact

Give our customers more choices about how and when to access services

Better management of front line services – scheduled and unscheduled tasks

Reduce need for back office admin support - more data managed by outdoor workers

In a nutshell …. how space age technologies are helping Exeter

Lesley Rapleylesley.rapley@exeter.gov.uk