Reigate and Banstead Borough Council
Overview
Reigate and Banstead is a borough council in east Surrey. It includes the towns of Reigate, Redhill, Horley and Banstead and contains approximately 56,000 properties.
Following a tender exercise in March 2012 the council awarded Bartec the contract to provide a hosted waste management system that incorporated rounds management, in cab functionality, vehicle monitoring and back-office administration software.
Solution
The system was a critical part of a new £4m kerbside recycling service that was to go live in July that year and was part of a major project that included a new fleet, additional waste containers and new collection rounds.
The main service areas the new system was to manage included domestic rounds collecting food and paper, residual, dry recycling, garden waste, communal bin areas, ‘bring sites’ and bulky collections.
In-cab, touch screen, computers are installed to the 39 front-line and support vehicles providing crews with up-to-date information about their day’s work and supporting them to report service issues in real- time.
Another key element was to integrate with the new Microsoft Dynamics CRM system to enable the operations and customer service teams to monitor, manage and improve the service with real-time service information.
In 2015 the original Waste Collector system was upgraded to Collective. Following the upgrade the Trade module was implemented to manage R&B’s commercial customer operations. The automation of Garden Waste subscription and renewal processes was also implemented and Collective was integrated with RBBC’s new web portal system, Firmstep.
Results
Jane Dale, Service Development Coordinator, says:
“Since its introduction in 2012 the Waste Collector system has been instrumental in helping Reigate & Banstead Borough Council improve the way it delivers waste collection services to its residents.
Information is sent to drivers via the in-cab device and they are able to feed-back ‘live’ information.
Bartec is linked to our CRM system and customers are encouraged to report issues on-line ratherthan by phone. This is helping us to achieve channel shift away from direct contact.
Our latest recycling rate is in the region of 55% and all contact with our 21,000 paying gardenwaste customers is now on-line.
These achievements could not have been realised without the integrated use of the Bartec Collective system.”
Jane Dale, Service Development Coordinator
