Brent Council is working with SocietyWorks to improve the online experience for residents when contacting the authority about two of its most in-demand services: residential waste and street and environment reporting.
Residents in Brent can now make use of two new digital portals, both powered by SocietyWorks’ citizen-centred technology: one for making waste-related requests, reports and payments online, using WasteWorks; the other for reporting street and environmental problems, using FixMyStreet Pro.
Branded to look exactly like the rest of Brent Council’s online environment and integrated directly with the Council’s existing asset, in-cab and payment systems, both WasteWorks and FixMyStreet Pro have enabled the council to facilitate a smooth transition for residents and staff, with no interruption to delivery. These integrations also permit information to be shared to and from residents, the Council and its contractors to help keep the feedback loop closed and improve resident satisfaction.
Brent Council’s dedicated instance of WasteWorks simplifies access to waste services online by providing one front door for all transactions, such as reporting a missed collection, ordering a new container or paying for a subscription to a green waste collection. Through integration, the portal can provide real-time updates about collections to residents to help Brent close the feedback loop, manage expectations and avoid unnecessary contact.
The portal was designed in collaboration with Bromley Council, and was shortlisted for the Public/Private Partnership award at the LGC Awards 2022. For Brent, we hope to replicate the success Bromley has seen with WasteWorks, with a 40% drop in unnecessary contact within the first few months of launching and a continual rise in subscriptions to waste services.
Meanwhile, through FixMyStreet Pro, residents can report local problems such as potholes, blocked drains and fly-tipping. The solution is designed as a progressive web app, giving residents the option to use it as an app or a website, with no obligation either way. It also has the unique ability to automatically triage reports on a nationwide scale, including to Transport for London, which reduces avoidable contact and eliminates manual intervention.
Angela Dixon, Managing Director at SocietyWorks said: “Consistency is key when it comes to improving the digital experience for residents, and with both WasteWorks and FixMyStreet Pro working in tandem for Brent, residents will benefit from using an efficient and intuitive interface across two different but equally in-demand service areas. It is a pleasure to collaborate with a council that takes such a forward-thinking and thorough approach to digital transformation.”
If you would like to know more about FixMyStreet Pro or WasteWorks, request a free, informal demo here.
On 25 April we’ll be hosting a webinar for local authorities focused on our digital residential waste management service WasteWorks, and we’d love for you to join us.
During the webinar we’ll demonstrate how the service works for local authorities, show how it integrates with different in-cab and payment systems and discuss the impact it has had so far for councils, their residents and their contractors.
Now available on the recently launched G-Cloud 13 framework, WasteWorks was designed in collaboration with Bromley Council and Veolia to simplify access to waste services online and reduce unnecessary contact to the council. It was also shortlisted for a LGC Award 2022 in the Public/Private Partnership category.
Come along to the webinar to:
The London Borough of Sutton has become the latest council to adopt SocietyWorks’ digital residential waste management portal, WasteWorks, to more efficiently and transparently manage resident access to waste services online.
SocietyWorks is providing a dedicated version of its integrated online waste management portal, WasteWorks, to the London Borough of Sutton. Through the portal, residents can access the council’s domestic waste services, including checking their collection days and requesting new bins, as well as subscribing to and paying for green waste subscriptions, all from within the same self-service workflow.
WasteWorks was launched in 2021 in collaboration with Bromley Council and Veolia, and was shortlisted for a LGC Award 2022. For Sutton, the portal is integrated with Veolia Echo and Barclaycard to provide a more convenient, seamless and transparent online experience for residents, while streamlining processes for staff and contractors to help reduce avoidable contacts and better manage expectations.
The introduction of WasteWorks is a joint venture between the London Borough of Sutton and the Royal Borough of Kingston upon Thames, whose own dedicated version of the portal launched a few months ago for handling green waste. This comes as part of the ongoing improvements being established by the South London Waste Partnership (SLWP), of which both councils are members.
Angela Dixon, Managing Director at SocietyWorks said: “It is always an honour to be trusted by a council to introduce a new service and bring about sought-after improvements for citizens. We’re proud to have the backing of the SLWP in introducing WasteWorks for the boroughs of Sutton and Kingston upon Thames. Together, we can deliver a unified digital experience for residents, connecting multiple suppliers together while simplifying online access to waste services for residents.”
Paul Brockwell, Interim Head of Waste and Street Cleaning at London Borough of Sutton said: “The London Borough of Sutton recently opted for WasteWorks to provide digital waste solutions for our Waste collection service, having witnessed the great work already achieved at The London Borough of Bromley. The system has enabled Sutton Council to provide a seamless and much improved online experience for Sutton residents. SocietyWorks has been extremely sensitive to our needs as an organisation and worked tirelessly to provide the authority with solutions in a very short timeframe that benefit the borough as a whole.”
Take a look at WasteWorks for the London Borough of Sutton.
The Royal Borough of Kingston upon Thames has chosen SocietyWorks’ self-service waste portal WasteWorks, for managing resident access to waste online more efficiently and transparently, starting with garden waste and looking ahead to incorporate wider domestic waste services.
Residents of the Royal Borough of Kingston upon Thames will now be able to access the council’s garden waste services via a dedicated version of SocietyWorks’ new online waste portal WasteWorks, which was launched in 2021 in collaboration with Bromley Council and Veolia. Using the portal, residents will be able to view their garden waste subscriptions, order new containers and use one-off card payments for non recurring subscriptions, all within the same workflow. There will soon be a Direct Debit function for residents to use for recurring subscriptions, too. While initially focused on improving the resident experience for garden waste, plans are in place to roll WasteWorks out to manage the council’s wider domestic waste service transactions.
Optimised to work on whatever device residents want to use, WasteWorks will enable the Council to provide a more convenient and seamless online experience for residents thanks to integration with the council’s in-cab system provided by Veolia Echo and payment provider Capita. WasteWorks will also help to deliver a more transparent waste service by enabling a two-way flow of information to keep residents informed on the status of their waste subscriptions, payments, reports and requests. Customer services will be able to use the same user-centred workflow to manage waste subscriptions on behalf of residents over the phone.
The introduction of WasteWorks, which was recently shortlisted for a LGC Award 2022 in conjunction with Bromley Council, is a joint venture between the Royal Borough of Kingston upon Thames and the London Borough of Sutton, whose own dedicated version of the portal is currently in development. This comes as part of the ongoing improvements being established by the South London Waste Partnership, of which both Kingston and Sutton are members. The two councils approached SocietyWorks to help further digitise their existing online domestic waste system and move towards a consistent approach to online waste services across the boroughs, which will also benefit their shared waste provider Veolia by improving communication between its in-cab system, the councils and residents.
Angela Dixon, Managing Director at SocietyWorks said: “We’re delighted to be helping the Royal Borough of Kingston upon Thames bring its online waste system in line with resident expectations. It’s always a pleasure to work with councils that not only put resident needs first, but also work very collaboratively with neighbouring councils and their other external partners to deliver more wide-reaching improvements. We look forward to helping more councils across the UK do the same.”
Councillor John Sweeney, Portfolio Holder for Business, Recycling and Customer Contact added: “We are excited to be one of the first boroughs to use this innovative system. This new online portal will allow residents to more easily keep track of their subscription payments. It is great to know that this system has been developed with another London council and we look forward to rolling it out across the borough.”
Scott Edgell, General Manager, Veolia SLWP said: “Our teams work hard to serve over 70,000 Kingston households with recycling and waste collections, including 14,000 signed up to the garden waste collection service. We’re so pleased to be supporting Kingston Council with the implementation of their new waste portal with the help of SocietyWorks, so that the high quality service we strive to deliver to residents is reflected in a better experience online, and look forward to the platform’s development in Sutton.”
Take a look at The Royal Borough of Kingston upon Thames’ new green waste system or contact us to discuss how WasteWorks could work for your authority.
We are delighted to announce that we have been shortlisted for the Public/Private Partnership award at the LGC Awards 2022 for the work we completed with the London Borough of Bromley to develop a new, self-service digital domestic and green waste service.
The service, WasteWorks, is a secure, user-centred and fully integrated front-end system, designed to meet rising resident expectations for on-demand, self-service access to waste, while also helping councils to reduce costs and improve customer communications.
Within just a few months of launching WasteWorks, Bromley Council was seeing a 40% drop in avoidable customer contacts thanks to the system’s functionality to provide clear, citizen-friendly response templates that can be adjusted in real-time.
The council was also able to realise a long held ambition to provide an integrated Direct Debit option for payments for Green Waste services. Despite only being available for a short time, Direct Debits already account for a quarter of all transactions and are greatly reducing time and resources in issuing and processing renewal correspondence.
Angela Dixon, Managing Director at SocietyWorks, said: “We are incredibly proud of the partnership we have built with Bromley Council over the last ten years. Bromley’s dedicated team shares our desire to improve the accessibility and transparency of digital council services, and this is reflected in the scalable, user-centred solutions we produce together and their positive impact on residents and staff.
“We are thrilled to be shortlisted for this award and to celebrate the cohesion and trust between our teams, as well as the hard work that went into the creation of WasteWorks over the last twelve months, especially during a time when waste services have never been more important or under pressure.”
Peterborough City Council has broadened its partnership with SocietyWorks to handle domestic waste online through its new WasteWorks service.
Peterborough City Council has adopted WasteWorks, a new waste service from citizen-focused local authority services provider SocietyWorks, to improve the way residents access waste online. The new service will empower residents to easily self-serve reports and requests from any device, while helping the council to streamline processes, deliver faster resolutions and reduce demand on customer contact centres thanks to an automatic two-way flow of data from front to backend system.
Integrated directly into Peterborough’s in-cab system Bartec and branded to complement the council’s website, WasteWorks will allow residents to manage all of their waste requirements from one place, whether it’s to report a missed bin collection or to pay for a bulky waste collection – which is currently being worked on and set to be delivered later this year. Behind the scenes, the service will seamlessly feed information between citizen, administrator and inspector, helping the council to better manage expectations and close the feedback loop through automated notifications and intelligent tools for on-the-ground inspectors.
This is the second SocietyWorks service to have been adopted by Peterborough City Council, which has been successfully using FixMyStreet Pro to take reports from residents about street and highways problems since 2019. The council will be able to access both WasteWorks and FixMyStreet Pro reports from a central dashboard, which includes a live heatmap to track category, seasonal and area-based trends.
Councillor Nigel Simons, cabinet member for Waste, Street Scene and the Environment, said: “We are fully committed to improving waste services across Peterborough and as part of this commitment, we want to enhance the way residents access services online. The new WasteWorks service will make a positive difference and I would encourage residents to log on and see for themselves.”
Councillor Marco Cereste, cabinet member for Digital Services and Transformation, added: “We want to engage better with residents online and enhance the overall user experience. This is a big step forwards and just the start of improvements to our online services.”
Mark Cridge, Chief Executive at SocietyWorks said: “We’re thrilled to be working with Peterborough City Council again. By integrating both FixMyStreet Pro and WasteWorks into its line of business systems, the council and its residents will benefit from a truly joined-up reporting service that puts user-friendliness at its heart.
“Peterborough is a really forward-thinking council, and it’s been a real pleasure to collaborate with the team on this project and build a service that works around the real-life needs of residents and staff.”
Residents in Peterborough can access the new waste service right now.
WasteWorks is available to all UK councils. Request a demo to find out more.
Bromley Council has partnered with SocietyWorks to launch WasteWorks, a new online waste service to take the rubbish out of handling domestic, bulky and green waste online.
Designed by SocietyWorks in consultation with Bromley Council, WasteWorks empowers citizens to manage their own waste online, thanks to a self-service system that is easy to use on any device and which adheres to government accessibility standards.
What residents can do via Bromley Council’s new waste service:
Integrated directly into Bromley’s Waste Contractor’s system and branded to complement the council’s website, WasteWorks acts as a user-friendly front door for residents to submit waste reports, requests and payments, while taking care of the complex data flow between different line of business systems behind the scenes.
The result is a dramatically improved user experience for residents and a significantly reduced burden on customer contact centre staff, who can break away from expensive manual processes and re-keying.
Plus, automated updates and templated responses make it easier for Bromley to manage expectations, handle seasonal demand and deliver a more transparent service, while internal dashboards and visual heat maps enable staff to track service levels and identify trends.
Jim Cowan, Waste Services Contract Manager at Bromley Council said: “WasteWorks builds on the previous online reporting we had within our Waste Services area, offering our residents a level of self-service for our Green Garden Waste subscriptions which has been a long-held ambition. The ability to adjust and tweak customer messaging and templates through the administration area allows us to respond quickly and keep the customers informed as we take them through the process, which helps us drive down those avoidable contacts and queries.”
Mark Cridge, Chief Executive at SocietyWorks said: “For councils that are, like Bromley, serious about improving citizen access to waste services online, WasteWorks is an essential solution that provides a real opportunity to achieve much-sought after channel shift, create savings and drive efficiencies for citizens and staff.”
Residents in Bromley can access the new waste service right now – take a look.
WasteWorks is available to all UK councils – request a demo to see how it could work for you.
Image: Shane Rounce
RWM is the UK’s largest Recycling, Resource and Waste Management event, bringing together individuals, businesses, and local authorities dealing with recycling, resources, waste, and the circular economy.
We’ll be exhibiting at the event for the first time this year to introduce local authorities to WasteWorks, our new digital waste management service that integrates with in-cab systems to transform the user experience and drive incredible channel shift.
If you’re one of the many local authorities heading to the NEC on 22 – 23 September, come and see us in the Local Authority Lounge (we’ll be at stand LA1) to grab a brochure, or stop for a chat to learn more about how WasteWorks revolutionises digital access to domestic, bulky and green waste services for your residents, your staff and your contractors.
On day two of the event, we’ll be co-hosting a seminar with our partners Yotta to discuss how, together, we help councils to streamline waste services, realise significant cost savings and deliver a truly citizen-centric experience. Transforming waste services for true citizen satisfaction takes place on 23 September at 11am in the Local Authority Lounge.
David Eaton, Sales Director – With over a decade of experience helping councils and other public sector organisations across the UK to achieve their digital transformation goals via robust and responsible technologies, David’s the one to speak to about all your digital waste service needs. He’ll be around on both days of the event, and is looking forward to finally being able to meet people in-person once again!
Sally Bracegirdle, Marketing & PR Manager – Accompanying David at the event, Sally joined us back in December 2020, so RWM will be the first in-person exhibition she’s been to with SocietyWorks! Sally’s passionate about helping councils to close the feedback loop and deliver a fulfilling citizen reporting experience. Ask her about how WasteWorks facilitates first-rate communication between citizen, council and other line of business system teams.
Martin Wright, Designer – Martin will be joining David and Sally on the second day of the event, when he’ll be delivering the seminar with Yotta. Martin plays a crucial role in ensuring that all of our digital services are designed with citizens at the front and centre. As well as being a designer, Martin also undertakes much of our user research, making him the perfect person to talk to about delivering citizen-centric public services.
We can’t wait to get back on the road to in-person events – see you there!
If you’d like to learn more about RWM, visit the event website.
Image: Claudio Schwarz
View and monitor reports for each of your service areas through one visual heatmap, built into the dashboard of FixMyStreet Pro and WasteWorks.
Back in 2019 we worked with Bromley Council to introduce a new heatmap feature to FixMyStreet Pro’s arsenal of tools for council staff.
The heatmap converts report data into a visual format that is easy to understand, allowing council staff to see at a glance which issues are most prevalent, and where they are being reported.
Since being rolled out to all Pro customers, the heatmap has become one of the service’s most popular and useful features, which is why we built the same functionality for our new waste service WasteWorks.
Bromley also co-designed WasteWorks with us, and so is one of the first councils to go live with the service and benefit from being able to track and manage more than one service area from a single, central dashboard.
Now, when Bromley staff log in to their FixMyStreet Pro dashboard and select the heatmap overlay, as well as being able to view street and highways reports, they can also see where reports and requests are being submitted through WasteWorks for waste services.
The heatmap looks and works in the same way as before for Bromley. Hotter colours represent higher report volume, cooler colours represent fewer reports, and dropdown filters allow staff to view report data by category, status, timeframe and ward.
By default, the heatmap shows every report made to the council in the last month, so initially the map will look something like this:
But now, without needing to leave the page, Bromley staff can view reports about, say, fly-tips, made in the last 12 months, which have been closed…
…or, green garden waste subscriptions, which have been completed in the last 5 days.
Heatmaps for both FixMyStreet Pro and WasteWorks are available to all UK councils. If you’d like to see how they work, you can request a demo.
It’s been a cold and wet May, but we haven’t let that dampen our spirits here at SocietyWorks. Here are some of the highlights from the last sprint – it was a busy one!
This sprint we hosted another successful user group for our FixMyStreet Pro customers. These events give our council partners the chance to catch up on all of the new features we’ve been working on for the service, and also provide the opportunity to influence our development roadmap.
Thank you to everyone who made it on the day, and a special thank you to Jack Bowers from Central Bedfordshire Council and to Tom Scholes at Oxfordshire County Council who each presented a fantastic case study for us.
We also heard from Senior Developer Dave Arter who provided an expert demonstration of the recently added FixMyStreet Pro features, which now include OS Maps with MasterMap detail, mobile navigation improvements and image redaction.
You can find out more about the user group here.
If you’re a keen follower of our sprint notes, you’ve probably noticed that we’re very excited to be co-designing with councils on the new WasteWorks product.
This is a citizen-centred system for councils to manage all elements of domestic, bulky and green waste online, integrated fully into any and all in-cab systems. We’ve moved into post-go live phase with Bromley Council after launching their phase 1 of work the other week.
Sshhh! NoiseWorks is coming….
We have been partnering with Hackney Council to develop a nuisance noise reporting system for their local residents. We have completed phase 1 and are working towards completing phase 2 of the project. Please get in touch if you would like to know more.
We have also been working across a variety of smaller projects. This includes working on Red Claims for Buckinghamshire Council, bug fixing and supporting our clients via Freshdesk.
This sprint we also had our SocietyWorks team meeting. This was a great opportunity for us all to get together to examine our internal processes, discuss the SocietyWorks suite of products and prioritise future projects.
If that’s not enough we have also been looking to recruit new developers so we can continue innovating, collaborating and partnering on projects that will make a difference for citizens in our communities.
Image: Gary Ellis