I'm Sonia and I'm from North East Lincolnshire Council. The project that
we're working on is an alpha project, it's a missed bin dashboard for reducing
failure demand. Conversations early on in the project around basically
failure demand led to this - missed bins was the highest by far area of missed
reports of the missed bins. It's a service that runs through every household in the
borough and affects everybody, and it's also an area which is, you know, has
high cost on the reputation of councils as well, if we get it wrong. So, when
we looked as well to see what we could do to establish the root cause of why
bins were being missed, it became apparent really quickly that we didn't
have the data or the business intelligence to lead to actionable service improvements. So what we needed to do was just basically look at the data,
try and get some kind of, get to the root cause of it by putting outcomes
onto it, so we could see how many bins were genuinely missed by the council as
well, rather than not being presented, or for various other reasons such as
side waste. There's another thing that came out of discovery was the wide variety of
different reasons why bins could be missed - it wasn't just genuinely that
the binmen had just missed that bin. And it's really just getting that data out
there, so we could use it to kind of like stop failure demand, or at least reduce it so
we could see why bins are being missed, so we could do some service improvement
and hopefully make sure the people concentrate on the schedule of work
rather than on failure demand. If it all goes to plan it would reduce customer
contact. It would also increase customer satisfaction - they wouldn't have to worry
that their bin wasn't being collected. And if it wasn't collected for some
unforeseen reason, the information will be out there either through customer
services or on the website, telling them why the bin was missed, and
the information will be up-to-date from the dashboard. Within the hour,
customers could know why their bin was missed. At the moment, it's a bit of a
black hole in terms of like, talking back to the customer - the reports are so
numerous that we don't have the time to tell every customer what's happening
with their missed bin. This would basically benefit the customers in that
they would know what was happening, and also as well, sometimes bins were
reported missing when it's just that the service has gone back to the tip to
empty the van, or that they basically just haven't got there yet. So again, it's just
trying to reduce the number of actual reports that are made. I think, well, looking at
the waste data standards and other areas' discovery, I think as
councils, the problem that we've got with missed bins is a problem for every
authority. It's not just unique to North East Lincolnshire Council - it's
quite a few other councils. And the dashboard is something that we think can
be used by any other council, and that they can feed straight into
their system, can give them the intelligence that they need to then, as I
say, reduce their failure demand as well.
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