| The Problem | | | | logged on the paper round sheet but still with the |
| I have met many refuse collection managers over | | | | driver on the round at 10am! |
| the last twelve months whom are dissatisfied and | | | | The Answers |
| quietly fuming into their RCVs about the overselling | | | | So what is the answer? An interface between the |
| of CRM into local authorities. | | | | CRM system and a specialist waste management |
| | | | solution with a mobile (PDA or similar) module (see |
| Councils face significant challenges to improve | | | | diagram below) will enable a 'joined-up' service |
| efficiency, handling an increasing number and variety | | | | ensuring that, at first point of contact, the citizen and |
| of transactions at first point of contact. A CRM | | | | CRM operative can agree an appointed service, with |
| system sounds like the perfect answer - on the face | | | | the appropriate vehicle as well as having the very |
| of it. | | | | latest details of how the kerbside round is |
| Just one example of how CRM is failing refuse | | | | progressing in 'real time' - so no more missed bins |
| managers is in the area of Special/Bulky Collections. | | | | (unless they are genuine)! |
| Simply taking a call and emailing a service request for | | | | But how do heads of service resist the pressure to |
| a special/bulky collection to the depot can be fraught | | | | rely solely on a 'corporate call centre'? I think the |
| with problems. What if:o the bulky items consist of | | | | answer is to learn from the experience of others |
| an oversize fridge and a sofa which requires different | | | | perhaps through APSE or PSNet, obtain evidence of |
| vehicleso the vehicle has capacity for just one | | | | the failings of CRM, and develop a business case for |
| 'normal' size item on the allotted day | | | | a specialist waste management system to operate in |
| Another example relates to the age old 'missed bin' | | | | tandem with the CRM. |
| complaint. When a citizen calls the contact centre at | | | | Only through integration between a specialist waste |
| 10am saying that the morning kerbside collection | | | | management system and CRM can waste |
| round missed the bin most call centre operatives log | | | | management departments provide a true 'joined-up' |
| it without question then send the information to the | | | | service providing the citizen with 'closure' at first point |
| depot. In reality, the bin "was not presented" or was | | | | of contact. |
| "contaminated with garden waste) which had been | | | | |