Digital Transformation Enhances Customer Service at Middlesbrough Council

 

Middlesbrough Council provides a waste and recycling service to over 62,000 households, equating to over four million collections per year. The Council had an issue with missed bins because customers were not placing them out for collection on time, then calling about missed collections. The time and cost required to go back and revisit these properties was high — and the paper trail required to reactivate a collection to accomplish it was not sustainable.

 

Key points:

  • Introduction of In-Cab devices and Workflow to increase efficiency and improve performance.
  • 85% staff members said Webaspx is easy to use and helps them carry out their work.
  • 44% reduction in customer complaints.
  • 77% reduction in “bin not out” issues between high and low months.

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