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Transforming Waste Services Through Digital Innovation
Over the past few months, we've been working closely with Waste Services to deliver a series of digital solutions that are making a big impact on the customer journey whilst improving efficiency across the service. Here's a look at our journey so far:
November 2024 - Laying the foundations
Introduced to Pentagull, the provider of our new Waste Management System, established strong relationships
Kicked off discovery and scoping sessions to understand Waste Services’ needs and opportunities.
Supported the rapid development of a Waste Collection Calendar. As the old Waste Management system was replaced, a solution was needed to ensure customers could continue to check their collection dates online.
Using our low-code platform, we quickly developed and launched temporary forms for Customer Services to replace their outgoing legacy case management system.
December 2024 - First launches
Waste Collection Calendar launched
Collaborated with Waste Services to improve data quality and support data import into the Waste Management system. Doing the hard work to make things easier!
Developed online forms for repairs and orders, including a payment function in partnership with Finance.
We built a digital link between our low-code platform and the Waste Management System so they can automatically share information and work better together.
January 2025 - Going live with key services
Launched online forms for customers to request and pay for, bin repairs, replacements and bins for a newbuild property
Customer feedback form launched allowing us to continuously improve our online services
Supported Pentagull to deliver a Bulky Waste Collection form.
February 2025 - Expanding services
Developed the Garden Waste Subscription form.
Developed the Allerdale Bin Swap form.
March 2025 - Integration milestones
Integrated with the LLPG (Local Land and Property Gazetteer) to improve address quality
Launched an online form for customers to pay for Garden Waste Subscriptions and order additional bins.
April 2025 - Building smart and fast
Launched the Allerdale Bin Swap form, allowing residents in Allerdale to request a larger bin to help manage their waste.
Collaborated with Pentagull to build APIs which enable us to build an in-house version of the Waste Collection Calendar.
Developed the larger or extra bin request form.
May 2025 - Refine and repeat
Launched an online form for customers to request a Larger or extra bin
Kicked off discovery to understand how customers can report a Missed bin collection
Whats next?
We’re continuing to work closely with Waste Services to refine and expand our digital offerings. We aim to deliver the missed bin collection form shortly.
We’ll then move onto developing a solution for customers to request assisted collections.