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Waste Permit Scheme –
Mobile, CRM and integration.
Chris Melia – Customer
Experience Manager
Who are we?
 Cheshire West and Chester were formed as a Unitary
Authority in April 2009 as part of a Local Government reorganisation. (Formed from the former Cheshire County
Council, Ellesmere port and Neston, Vale Royal and
Chester City Council)
 329,500 residents and covers 350 square miles
 Mixed demographic
Customer Service Access Points
Customer Services Strategy
Customer First
Value for Money
Service Innovation
(Best Practice)
Gain efficiencies through common
processes and reduce waste
Shift to single view of the customer
Maximise use of self service & mediated channels
Equip staff with the right tools and
ensure they are appropriately trained
Widen the services provided by Customer Services and charge
Adopt best practice and make it better
Plan resources effectively to meet the fluctuations in demand
Service Innovator and drive change for
first line customer
Innovate to control demand effectively (to both reduce demand and drive demand appropriately)
Maximise use of Social Media Channels
Community Involvement – devolve where appropriate
Waste Permit Scheme
Overview of scheme
 Cheshire West and Chester Council have operated a Waste Permit
scheme for several years
The scheme prevents Traders entering the Household Waste
Recycling Centres and disposing of their waste illegally
Residents with Vans, Pickup trucks and vehicles with Trailers are
required to apply for a permit to gain access to the HWRC
Customers are entitled to six visits within a six month period
Customers can apply over the phone or online
Why update the scheme?
 All permits had to be posted to the customer regardless of how they
applied, creating a delay.
The Permit consisted of seven sheets of A4 paper, resulting in a lot
of Admin work, and large print and postage costs.
If a Customer lost their permits, they had to wait for another set to
be posted out.
Due to printing limitations, customers were unable to collect their
permits in person from a council office.
The scheme produced very little information on actual permit usage.
Loopholes in the scheme could be exploited by Traders.
New Waste Permit Scheme
The new Waste Permit scheme has
been introduced to improve the
Customer experience and streamline
the process for the Customer Services
and Waste teams.
Staff at the HWRC use handheld
Devices (Motorola MC65’s) to scan
the customers permit and record
information about usage. Which
feeds back to our CRM (Lagan)
Demo – Overview of the scheme
Mobile Device
The following slides demonstrate the
information provided to the site staff
when they scan a permit which is pulled
from our CRM (Lagan):
Screen 1
How many visits customer has left
‘Valid from’ and ‘Valid to’ dates
Is it Household Waste
Whether Waste contains Asbestos
Customer Name and Address
Mobile Device
Screen 2
•Vehicle details
•Trailer details
•Distinguishing marks on the vehicle
Mobile Device
Screen 3
•Types of waste being disposed of by the
•Trailer details
•Ability to add additional Waste types
•Site staff can also view details of any
previous site visits
Mobile Device
Screen 4
Customers are required to sign to state
they accept the scheme terms and
conditions of the Waste Permit scheme
Mobile Device
Screen 5
At the end of the process the site
staff can tell the customer how
many visits they have remaining.
Application Follow Up
Customers can visit their online profile or contact the Council to
track their permit usage, order another set, or change their details.
Benefits to the Customer
Improvements to the Customer Experience:
•Allows Customers to self serve
•Gives instant access to permit information and usage history
•Ability to update permit details following a change of vehicle
•Easily replace lost permits
•Multiple Channels now available for application, Online,
Telephone, Face to Face, I-connect Video Kiosks, Libraries
•Customers can apply for permits and visit the site on the same
Benefits to the Council
•More efficient process for both Customer Services and Waste staff
•Reduced Admin time to process applications
•Reduced printing and postage costs
•Fewer calls received via our Contact centre
•Better tracking and reporting of permit usage
•Closes several loopholes that could have been exploited under the
previous scheme
•Signature is stored in lagan and can be used by other services within
the Council
•Signature also allows us greater legal powers against traders
attempting to defraud the scheme
So what does this mean?
Hi from 2015!
I am now able to personalize my contact
with my local Council. I can contact them
wherever I am and whatever time I like,
receiving a prompt response and
resolution via the same channel. This now
fits in with my busy workload and work
patterns as well as juggling family
Jo Public
In summary
 Without any Channel Shift a saving of approx £12,940 per
annum through reduced call length, admin time, paper
usage, and halved postage costs
 With Channel Shift expected savings:
Year 1 – approx £25k
Year 2- approx £50k
 Further savings on un-necessary waste recycling for the
organisation. To be quantified by back office.
 Greater access to the Waste Permit Service
 Major improvement to the Customer Experience
 Re-use of technology to incorporate future savings
 Supplements our strategy