The document discusses the issue of missed bin collections in Luton Borough Council, outlining the current process and its inefficiencies that resulted in high costs for customer calls. A prototype for a new system is proposed, allowing customers to check bin collection status online and receive automated notifications. This new approach aims to reduce missed collections and improve customer satisfaction while lowering operational costs.

1. Liam Hawkes
Luton Borough Council
Integration in action

2. “You’ve missed
my bin!”
Customer
“Is it really a
missed bin?”
Council

3. Current
process
5,101
Calls - 2014
4,077
Web Page visits - 2014
• Customer realises their bin has not been collected
• Visits website to find out how to report
• Ring number, but it’s before 4pm
• Asked to call back after 4pm but before 5:30pm
• Given explanation
• IF genuine missed - ticket is raised to collect next day
• IF not missed - options are explained
• Bin is then collected

4. £10,662
Estimated cost of calls to the council in 2014
5101 (calls) x £2.09 (cost per call)

5. Prototype of new process
• Customer can go online
• Number and postcode to look up ‘collection status’ in realtime
• Get a message dependent on status
• Message or report it

6. Fix the cause
Not the symptoms

7. £94,737
Estimated cost of collecting missed bins 2014 plus cost of calls

8. Can the API help us reduce missed bins?
• Dynamic ‘collection day’ lookup
• Automated email notifications to repeat offenders
• Modify council procedures
• Bin education

9. Questions?
Thanks for your time