Software from Yotta is helping Portsmouth City Council record and resolve issues relating to its Household Waste Collection, Disposal and Collection Service resulting in tangible improvements in Key Performance Indicators (KPI). Using Mayrise Waste Management issues reported to the Council are logged, their location identified and the nature of the concern recorded against a list of predefined codes.
Dependent on the nature of the issue the incident is then either automatically communicated, in real time, to the Council’s collection contractor or to the Council’s own client team, for investigation. Intelligence gained during the course of any investigation is also recorded in the Mayrise software where it can be used to report back to the customer or used for further action by the Council.
Customer service experienced by residents of Portsmouth City Council’s Waste Services is reflected in the either steady or improving Key Performance Indicator (KPI) figures. For 2013/14 these include no overall drop in KPIs, a drop in both missed recycling collections and missed refuse collections and an improvement in street cleanliness.
“Mayrise Waste Management gives us the tools we need to record and resolve issues relating to the delivery of our waste and recycling service,” commented Vincent Venus, Street Environment and Parks Manager at Portsmouth City Council. “The system is easy to use – for Customer Service operatives, our client team and our waste contractor, it allows for real time monitoring and reporting and supports our goal for continuous improvement as demonstrated by our steadily improving KPIs.”
By using the Mayrise software Customer’s issues, usually reported to the Council’s centralised call centre, are directly logged into the centralised back office system. Other lines of communication include the ‘Report It’ section of the Council’s website, emails and in person complaints. All issues are recorded against a specific location, usually a property’s Unique Property Reference Number (UPRN) from the Mayrise integrated National Land and Property Gazetteer (NLPG) or National Street Gazetteer (NSG), and issue type; for example missed collection or street cleansing issue.
The Council’s collection contractor also runs Mayrise Waste Management software on a live linked computer in their depot. Issues relating to collections are communicated in real time to depot staff and each type of report has defined time constraints and actions required to resolution.