Ruth, Assistant Director Front Line Services and Director Medway Norse, tells us about the transformation project.

What needed to be transformed and why?

The online bulky waste booking form. The previous way to book was by telephone calls only, which was not always convenient for the public who had long waiting times. There was a lot of administration involved.

Who was involved in the transformation project?

Waste Services, Customer First and the Transformation Team.

What happened?

The Transformation Team developed an online form which integrated into the bulky waste booking system. 

What effects have the changes had on staff?

We’ve seen an increase in bookings using the online form, which has slightly reduced the number of calls made to customer contact regarding “booking a bulky”.

The service has only had a ‘soft’ launch while we test out all the back office functions and make some further improvements to the form to reduce drop out rates.

What effects have the changes had on our customers?

The service is more accessible to customers. They are able to book at their convenience without having to wait in a telephone queue to book their collection.

They are also able to access the service outside of office hours - the booking form can be accessed at any time day or night.

The majority of bookings made online are between midnight and 8:30am, 12:30pm and 2pm and 6:30pm and midnight.

Ruth Dulieu