Key objectives of the My Council Services Waste Management Module implementation
In common with many local authorities, waste management is one of Southend’s largest service contract areas, providing recycling, waste collection and street cleansing. In 2015 the Council re-tendered its waste services and appointed Veolia as its contractor.
Recently Southend has been focusing on an organisation-wide channel shift strategy, with the aim of moving customer transactions online. The appointment of Veolia offered the opportunity to look in depth at the waste management processes to see how they might be further digitised. Citizens were already able to report issues with waste management through online channels, and Veolia had the ability to send such information out to its contractors electronically. What was missing was the ability to get the information from Southend’s systems into Veolia’s.
“We wanted to run the whole process digitally and automate processes where possible. The goal was to fully integrate Southend’s system with Veolia, providing an end-to-end solution. Customers can go online to report a raise of issues against the service, our contract is structured in such a way that the waste provider has specific service levels to respond to. This all happens without needing any back office intervention from the Council.”
Imran Kazalbash, Services Manager, Waste Management and Contracts, Southend Borough Council