social-media

Mobile worker module enables channel shift at Maidstone Borough Council

In 2012 the Environmental Services Department began investigating ways in which technology could help them address the inefficiencies in the reporting and workforce management system. They considered various options as part of a comprehensive due diligence process before appointing Abavus to install its My Council Services Mobile Worker system.

“We appointed Abavus on the basis that they did the best demonstration and gave us the impression, which has subsequently come to fruition, that they were happy to work with us in order to develop the system around our specific needs.”

John Edwards, Maidstone Borough Council Street Scene and Waste Officer

The new mobile worker system means that customer incident reports coming in via the contact centre or online can now be dealt with in real-time. Supervisors can automatically distribute tasks to operatives by phone.  The operative immediately gets a map, a photo and a description from the customer of what needs to be done.

Once the operatives have completed the job they are now able to close it on their devices which automatically closes it on the CRM system. Whereas before customers would get an email thanking them for raising this complaint, now they also get an email notifying them as soon as the job has been completed.

Abavus has also helped Maidstone to embed geographical boundary information within the Mobile Worker solution, meaning that the system can now automatically exclude requests which come in from areas within the Borough for which the Council is not responsible, resulting in further savings of time and resource.

“We’re getting nearly 50% of our fly tipping reporting being done online now. Reporting abandoned vehicles we’re getting nearly 80% done online. From a channel shift perspective that really is the sort of thing we want to see. It’s shown a healthy increase and I think a lot of that is down to the fact that we have got a better way of customers being able to report incidents to us.”

John Edwards, Maidstone Borough Council Street Scene and Waste Officer

Maidstone Borough Council mobile worker case study

Find out more about each module

Contact Centre

Contact Centre

An easy-to-use, multi-channel customer contact interface
RiskManagement

Risk Management

Schedule inspections and manage reporting
Communication

Communication

Configure messages for any group using any channel
BookingsAppointments

Bookings and Appointments

Create any type of booking or appointment
Waste

Waste and Recyling

Manage all aspects of refuse and waste management

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