Havant Borough Council
Overview
With our previous arrangement for garden waste subscriptions and the reporting of missed bins, a customer could contact the Council through either an online form or by phoning the customer service centre. The issue raised by the customer was then logged through Microsoft Dynamics and passed to Norse and the Client Liaison Team to take forward. There was considerable manual processing of data and costs with this solution and it did not provide value for either the customer or the council.
Solution
Following the implementation of The Bartec Customer Portal in February 2025, nearly 17,000 garden waste subscriptions and almost 1000 missed bins have been managed through this system.
In summary, our portal has been a huge success and streamlined our garden waste and missed bin process considerably. We welcome the updates that will be rolled out soon, including the ability to check collection schedules without a log in, which will also improve our customers’ experience.
Results
We have found several benefits with the implementation of the new Bartec Portal:
- Increase in use of online channels (increase from 60% to 70% of online subscriptions and 43% to 53% for missed bin reporting compared to last year)
- Elimination of manual processing/ re-entering of each individual case (across Norse, Customer Service and Environmental Service team a reduction by over 2000 hours per year)
- Reduction in call centre waste calls (Jan-April period 2024 and 2025 have reduced by 25%)
- Call centre teams find the system clear and easy to use, calls can be handled quicker, and information is accurate and up-to-date.
- The facility to integrate with our sticker provider Permiserv has improved the customer experience and reduced errors collecting those containers which have not renewed subscription.
