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