The green garden waste payment project
The collection of green garden waste is a discretionary service provided by Boston Borough Council. Prior to 2015, this service was available free of charge and used by 18,000 households. In 2015 the decision was taken to introduce an annual collection charge and a charge of £30 is now levied on each household that uses the service.
In making this change, the Council was keen to ensure that the business process designed to facilitate this new transaction was streamlined, cost efficient and that it offered a good overall customer experience.
Working with Abavus, the Council built a single responsive My Council Services green garden waste eform. This form is linked to the Local Land and Property Gazetteer (LLPG) and also enables payments to be taken. Citizens can choose to make this transaction in one of three ways:
- Using the eform to provide their details and make payment themselves directly via the Boston Borough Council website.
- By phone – citizens can call the Council’s contact centre where customer services operatives complete the eform for them and take the payment.
- Face-to-face – citizens can come into the Council’s offices where one of the Council’s customer services advisors will help them complete the form and make payment.
Once the transaction is made, the subscriber’s details are automatically downloaded, using the My Council Services webservices to a third party system which triggers the dispatch of a barcoded sticker for the householder to place on their green garden bin. The Council’s bin collection operatives in the field then know which households have paid for the collection service.