North Kesteven Council deems its online Garden Waste Collection Service a success

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“We wanted to make this service as efficient and accessible as possible for residents”

North Kesteven Council has successfully introduced an online application and payment process for subscriptions to its new opt-in Garden Waste Collection Service.

The council claims that the service was developed and launched in four weeks and enables local residents to register and pay for their garden waste collection, either online or via telephone, helping the Council to extend its service offering in an efficient and cost effective way.

In the 10 weeks since its launch at the end of February 2013, 25,000 households (over half of those served by the council) have signed up and paid the £25 annual fee for the garden waste service, generating service income of over £625,000 for the Council.  52% of the 25,000 signed up online, reducing the need to recruit extra staff to handle subscriptions by phone. The council also found that 23% of those who signed up online did so from a mobile device, showing the importance to councils of having self-service channels that work on mobiles as well as conventional PCs.

The Garden Waste Collection scheme received Council approval in November 2012, with development of the application process starting in late January 2013.  The Council used AchieveForms to ensure matching to correct addresses for bin collections.  Customers were able to subscribe to the service from late February.

Karey Barnshaw, Customer Engagement Manager at North Kesteven Council, said: “With the ending of the central Government grant for operating garden waste collection services, we wanted to introduce an opt-in service for those people who wished to continue having waste collections.  We also wanted to make this service as efficient and accessible as possible for residents, to encourage sign-up.

“By using the solution for our opt-in garden waste collection scheme, the Council has been able to deliver a new service in record time, and generate income to support the continued delivery of that service for the benefit of residents.”

Following the success of the service, North Kesteven Council now plans to facilitate channel shift in other key services, beginning with the collection of bulk waste.


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