South London Waste Partnership HWRC Booking Systems
BACKGROUND
The South London Waste Partnership (SLWP), established in 2003, is made up of four councils (Croydon, Kingston, Merton and Sutton) who have come together to provide improved and more cost-effective environmental services and waste management to their residents.
THE CHALLENGE
South London Waste Partnership identified that introducing booking forms for the boroughs of Kingston, Merton and Sutton would be imperative to further reducing costs and reducing congestion at the Household Waste Recycling Centres.
Frankie, Head of finance and business intelligence at SLWP, had this to say: “South London Waste Partnership commissioned Pentagull to manage HWRC booking forms for three of our boroughs via the G-Cloud Framework in early 2021. The commissioning and onboarding process was quick and straightforward”.
THE SOLUTION
Since the SLWP consists of several councils, we created separate forms for Kingston, Merton, and Sutton, each featuring their respective Council branding. This approach enabled us to address the unique requirements of each Council, particularly regarding fair use limits, with both Kingston and Sutton choosing to impose annual visit restrictions for residents. Frankie supports this by stating that “the system is flexible and we were able to create bespoke forms with individual branding and specific rules for each borough”.
As anticipated, Frankie elaborated that implementing the HWRC Booking systems at the three recycling centres "helped to reduce queuing and customer waiting times at sites." Allowing residents to select their own dedicated time slots not only alleviated congestion, but also enhanced the satisfaction of those visiting.
SLWP have also hugely benefitted from our detailed statistical reports. “The system has comprehensive reporting functionality and has provided us with great data on site utilisation, peak usage times and the carbon impact of HWRC visits” explained Frankie.
THE BENEFITS
- Substantial savings on manual administration
- Detailed statistical reports with exporting capability.
- Data captured at point of booking enabling authorities to evidence trends and improve resourcing at sites.
- Ability to close sites and change opening hours with ease.
- Address lock to ensure only residents in the area can access the sites.
- Support with hire vehicles
- Allows several different types of vehicles on site with specific vehicles taking up more booking slots (e.g. vans)
- Ability to block nuisance customers
- Increase recycling rates and reduce contamination
- Restrictions for household limits based on address or registration
- Site operative dashboard for ease of vehicle checking/recording no shows
- Effective communication with residents via email
THE FUTURE
We are excited to continue our collaboration with South London Waste Partnership for many years to come, confident that our commitment to exceeding customer expectations will further enhance the strong relationship we have built.
As always, we are also committed to providing outstanding support through our service desk. Frankie can vouch for the value of our support, stating “Pentagull’s customer support is very reliable, they have helped us to quickly implement changes to the forms when needed and are always quick to respond to queries”. On top of this he believes “the system offers excellent value for money”.
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