Waste Collector software becomes an "essential lifeline" for Council call centre staff

Three Rivers District Council is the highest recycling authority in Hertfordshire and has adopted the Waste Collector system on its entire fleet of domestic waste collection vehicles.

The central management database of the Waste Collector system is integrated in real-time with the Council's existing CRM system, Proactive from Northgate. This has allowed the elimination of numerous paper-based communication systems and radically increased the responsiveness of the waste collection service.

Karl Murdoch, Head of Environmental Protection at Three Rivers District Council, explains how the system works:

“All our collection vehicles are now equipped with the Waste Collector touchscreen computers which give the crews the very latest information about the households they are closest to. They can also very easily record important information about the round - which houses didn't present a bin, any houses who have a damaged bin or contaminated recycling. This information is back at the call centre within seconds so we can deal much more effectively with customer enquiries."

Rolling out a new system to a complete fleet of vehicles in one go required a strong implementation and training plan. Three Rivers chose to install the equipment in their own workshops, giving them a detailed understanding of how it works and self-sufficiency in support of the vehicles.

Karl Murdoch continues..

“We got the system installed and all crews trained and using the system in a few days. The call centre staff now see Waste Collector as an essential lifeline for giving customers the right information and helping them to get the best out of the council's services. We also managed to bring forward the implementation of mobile computers for inspectors with Waste Collector installed. This has helped speed up response to problems and lets the collection crews see that there is a follow-up when required on problems they report”

Improving customer service is not the only benefit of the new system. Waste Collector gives detailed analysis of the activities of the entire fleet and makes it easy to identify where routes are inefficient or where rounds are not balanced. The seasonal nature of green waste rounds and the improving levels of participation make this analysis crucial to keep the collection service running efficiently.

“Waste Collector is a uniquely attractive system because there is something good for everyone. Crews get clear and simple communications, helping them to complete work more quickly, customer service staff can resolve more enquiries on the first call all enabling the Council to provide a better service at a lower cost.” says Tim Hobbs, Director of Bartec Auto ID.

Network Links
If you enjoyed this content please help others to find it via your favourite social networking site