Reconfiguring the digital platform to deliver service improvement

1. Reconfiguring the Digital
Platform to Deliver Service
Improvement
Andrew Bird CIWM
Newcastle under Lyme
Borough Council

2. Introduction
• Waste Collection Authority with 56,000
households.
• Mixture of dense urban & very rural.
• Currently undergoing major service change,
involving in-sourcing of collection service, and
processing our own recycling materials for sales
direct to re-processors.
• Service needs to save £0.5 million a year from its
revenue budget = 16%

3. Route Optimisation
• Monitoring actual routes against planned routes
allows the optimisation parameters to be
continuously improved
• RouteSmart used by NBC for the last five years.
• Bartec selected as in-cab and link to Councils
CRM system. Bartec links to RouteSmart so
rounds can be kept as efficient as possible, taking
account of new developments. NBC = 5,000 more
homes in the next five years.

4. In-Cab System Overview
Immediate info at control
centre
Customer enquiries
Vehicle messages
Efficient use of Recycling Officers
Automatically informed of events
(contamination etc)
Household-level participation
reporting
Requests for new bins etc
Bin checks
Reducing round errors
assisted collections,
recalls, traffic
information etc
Improved controller info
Non-presentation,
contamination, bins lifted,
position, status
Round updates in real time
New entitlements (assisted
collections etc), bin
deliveries, new houses
Round analysis and routing

5. In-Cab Terminal
In-Cab Terminal – Our Requirements
•Proven in hundreds of trucks running every day
•Robust touch-screen
•Experienced, high-quality installations
compliant with VOSA regulations
•Remote diagnostics, admin and support
•Off-line working
•Interface options, weighing & camera systems,

6. Driver Sign-in
• Driver sign-in
• Start of day vehicle check
• Select round for the day
• End of day vehicle check

7. Vehicle Check
• Traffic light system
• Report Major and Minor defects
• Major defects reported prevent a Work Pack
being selected
• Defect report generated for work shop
• ‘Start of Day’ and ‘End of Day’ checks

8. Standard Domestic Collections
View
The cab computer shows crews key information such as:
• Assisted collections
• Multiple bins
• Previously missed bins
• Hazards

9. Reporting Exception Events
Crews can select one or more premises to record
information about.
Data from the truck immediately updates the back-
office application.

10. Reporting Sub-Events
Sub-events can also
be reported, for
example the type of
contaminants.
Multiple sub-events
are also supported.

11. Collective Core System

12. Work Packs & Progress View

13. Results So Far
• 40% reduction in missed bins
• Over 200 ‘illegal bins’ removed in first two months.
• 150 Assisted Collections Challenged.

14. Challenges in Introduction
• Don’t under estimate the time for implementation
• Effective ‘Change Management’ approach needed
• Plenty of training – 1 to 1 for Drivers & Supervisors
• Effective training for Customer Service Agents
• Ensure issues being reported are acted upon, this
builds confidence in the users.
• Take away mobile phones !
• Ensure round information is up to date and kept that
way

15. Thank You
Questions
?