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Uniclass Waste Management Launch Solution Overview - text only
About this Document
This is a text synopsis of a presentation to UK Local Authority delegates
given by Andy Firman of Cardiff County Council on 6th February 2007 at the
following event:
Achieving Innovative Waste Management Practices
A free conference for Local Authorities sponsored by ROCC
A
pdf formatted copy of the presentation slides may be downloaded from the
Uniclass Waste
Management Downloads area.
For further information please email
marketing@rocc.co.uk or use the Contact Us
page.
Synopsis
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CAREER PROFILE |
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1978 – 1999
Suffolk Coastal District Council
1999 – 2004 Powys County Council
2004 – 2007 Cardiff County Council - Operational Manager, Sustainable Waste
Management |
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INDUSTRY DEVELOPMENT |
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1978 –
Dictatorship
1980/90s - CCT Client / Contractor split.
2000 - Best Value - Continued Improvement. |
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PROGRESS |
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Customers,
Technology |
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PLAYING CATCH-UP |
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E mail, Personal
time management, Correspondence management, Centralised business management,
Electronic Banking, Electronic Payment. |
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POWYS COUNTY COUNCIL |
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Area 2000 Sq.
miles., Quarter of Wales, 83 miles north-south, Population132,000, 1 person
every 4 hectares, 54,000 households, MSW 87,000tonnes. |
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POWYS WASTE MANAGEMENT SERVICES – BEFORE 2002 |
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Locally managed
and operated, Public accessed services locally, Complaints / Problems
remained local, Geography made efficiency gains difficult |
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POWYS REORGANISATION |
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2002 - DSU
disbanded / Technical & Local Services formed
2003 Central Call Centre launched
2003 / 2004 Waste Management / ROCC developed a works order management
system which embraced modern technological advancement via a one number
contact system. |
CENTRALISED WORKS ORDER MANAGEMENT
One number contact throughout the County at local call rate
Area offices could also feed into the system
Call centre accepted the request made the work appointment and made payment
arrangement.
Centralised complaint management / monitoring
WASTE MANAGEMENT - IMPLEMENTATION
Requested Services, Bulky Household Waste, Bulky charged collections, Commercial
Waste, Additional bags etc, Information
Operations: Zoned collection areas by postcode
CARDIFF COUNTY COUNCIL
Smallest authority in Wales (geographic), Population 320,000, 150,000
households, Students = 10% population., MSW 200,000tonnes, Biggest waste
producer in Wales.
CONNECT 2 CARDIFF
Complaints, Bulky waste collections, White Goods, Bulky green waste, Dedicated
number for roll-out.
STATISTICS
Cardiff: 440,000 calls - p/a., 166,000 Waste Management - p/a., 38% = Waste
Management, 72,000 Bulky requests, 12,000 non collections.
ADVANTAGES
Improved customer service, Profile of customer calls, Reduced abuse of services,
Easy statistical analysis , Allows job specific staff development and training,
Support for frontline operational staff, Direct management control
CUSTOMER COMMENT CARD
FUTURE
Cardiff Bar Coding System (APSE award 2006)
Information from frontline operatives provided directly to the call centre.
Materials Segregation / Education
Commercial Waste Management
Electronic Contact with Frontline Supervisors / Team Coordinators / Support
teams
WASTE MANAGEMENT
THE VISIBLE FACE OF THE AUTHORITY
MANAGES THE IMAGE OF THE AUTHORITY
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