Waste Permit Scheme – Mobile, CRM and integration.

Chris Melia – Customer Experience Manager

Who are we?Cheshire West and Chester were formed as a Unitary

Authority in April 2009 as part of a Local Government re-organisation. (Formed from the former Cheshire County Council, Ellesmere port and Neston, Vale Royal and Chester City Council)

329,500 residents and covers 350 square milesMixed demographic

Customer Service Access Points

Customer Services StrategyCustomer First Value for Money Service Innovation

(Best Practice)Gain efficiencies through common processes and reduce waste

Shift to single view of the customer

Maximise use of self service & mediated channels Equip staff with the right tools and ensure they are appropriately trained

Widen the services provided by Customer Services and charge appropriately

Adopt best practice and make it better

Plan resources effectively to meet the fluctuations in demand Service Innovator and drive change for first line customer

Innovate to control demand effectively (to both reduce demand and drive demand appropriately)

Maximise use of Social Media Channels

Community Involvement – devolve where appropriate

Waste Permit Scheme

Overview of schemeCheshire West and Chester Council have operated a Waste Permit

scheme for several yearsThe scheme prevents Traders entering the Household Waste

Recycling Centres and disposing of their waste illegallyResidents with Vans, Pickup trucks and vehicles with Trailers are

required to apply for a permit to gain access to the HWRCCustomers are entitled to six visits within a six month periodCustomers can apply over the phone or online

Why update the scheme?

All permits had to be posted to the customer regardless of how they applied, creating a delay.

The Permit consisted of seven sheets of A4 paper, resulting in a lot of Admin work, and large print and postage costs.

If a Customer lost their permits, they had to wait for another set to be posted out.

Due to printing limitations, customers were unable to collect their permits in person from a council office.

The scheme produced very little information on actual permit usage.Loopholes in the scheme could be exploited by Traders.

The new Waste Permit scheme has been introduced to improve the Customer experience and streamline the process for the Customer Services and Waste teams.

Staff at the HWRC use handheld Devices (Motorola MC65’s) to scan the customers permit and record information about usage. Which feeds back to our CRM (Lagan)

New Waste Permit Scheme

Demo – Overview of the scheme

The following slides demonstrate the information provided to the site staff when they scan a permit which is pulled from our CRM (Lagan):

Screen 1

• How many visits customer has left• ‘Valid from’ and ‘Valid to’ dates• Is it Household Waste• Whether Waste contains Asbestos• Customer Name and Address

Mobile Device

Screen 2•Vehicle details•Trailer details•Distinguishing marks on the vehicle

Mobile Device

Screen 3•Types of waste being disposed of by the Customer •Trailer details•Ability to add additional Waste types•Site staff can also view details of any previous site visits

Mobile Device

Screen 4Customers are required to sign to state they accept the scheme terms and conditions of the Waste Permit scheme

Mobile Device

Screen 5At the end of the process the site staff can tell the customer how many visits they have remaining.

Mobile Device

Customers can visit their online profile or contact the Council totrack their permit usage, order another set, or change their details.

Application Follow Up

Improvements to the Customer Experience:

•Allows Customers to self serve•Gives instant access to permit information and usage history•Ability to update permit details following a change of vehicle•Easily replace lost permits•Multiple Channels now available for application, Online, Telephone, Face to Face, I-connect Video Kiosks, Libraries •Customers can apply for permits and visit the site on the same day

Benefits to the Customer

•More efficient process for both Customer Services and Waste staff•Reduced Admin time to process applications•Reduced printing and postage costs•Fewer calls received via our Contact centre•Better tracking and reporting of permit usage•Closes several loopholes that could have been exploited under the previous scheme•Signature is stored in lagan and can be used by other services within the Council•Signature also allows us greater legal powers against traders attempting to defraud the scheme

Benefits to the Council

So what does this mean?

Hi from 2015!

I am now able to personalize my contact with my local Council. I can contact them wherever I am and whatever time I like, receiving a prompt response and resolution via the same channel. This now fits in with my busy workload and work patterns as well as juggling family responsibilities.

Regards

Jo Public

In summaryWithout any Channel Shift a saving of approx £12,940 per

annum through reduced call length, admin time, paper usage, and halved postage costs

With Channel Shift expected savings: Year 1 – approx £25kYear 2- approx £50k

Further savings on un-necessary waste recycling for the organisation. To be quantified by back office.

Greater access to the Waste Permit ServiceMajor improvement to the Customer ExperienceRe-use of technology to incorporate future savingsSupplements our strategy