Presentation on using space and digital technologies to help keep Exeter a clean, safe and well managed city. Presented by Lesley Rapley, Performance Officer - Waste Management at Exeter City Couyncil and Paul Brown, Project Manager, Bartec AutoID Ltd, at the Making Efficiencies using Satellites – ‘it’s not rocket science’ Discovery Day on 13 March 2015 in Oxfordshire.

1. Case Study Project SSGP 1.6
Using digital technologies to
help keep Exeter a clean, safe and well managed City

2. Using new space technology
to provide 24/7 digital services
and make efficiencies
Making bin collections
more efficient
Managing trees
Exploring more
opportunities

3. 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 pile
waiting 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!!

4. 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

5. 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 advisors
and 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!

6. The iForm
Action Education Marketing Extreme Weather

7. 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

8. 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

9. 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
Benefits
We are on the journey ….. creating more digital access to services for
our customers more akin to private sector

10. 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 to
report street scene issues
Free up admin time for experts to manage our tree assets
Why Trees Next?

11. 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

14. Lesley Rapley
lesley.rapley@exeter.gov.uk