Yotta and IEG4 Help Cambridge City and South Cambridgeshire councils receive 4,500 fewer phone calls within the 10 months
As part of a wider transformation programme, Cambridge City and South Cambridgeshire decided to bring together their existing IT systems – including the in-cab technology used by their fleet of bin lorries – to improve their waste management service.
In line with the councils’ ‘digital by default’ drive, the aim was to create a seamless end-to-end service, enable residents to self-serve, deliver a better service for citizens and the councils whilst making the best use of technology and reducing inefficiencies.
With the new service, residents would be able to go online to report missed bins, or request new ones, rather than contacting the customer services team by phone. For citizens to receive a response to queries in real time, integration between the online self-service and the back-office system and in-cab technology was essential. As well as this, a new online calendar was developed to provide interactive information on their next waste collection dates.
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