| Problem
For many residents, wheeling out their bins each week represents their most significant interaction with Council. Wheeling out and collecting the bins each week is a learned behaviour established over years. Subsequently, changes to collection schedules or types of services are likely to create difficulties for residents during the transition.
The roll out of food and garden organics services represents one of the most difficult service changes a council can undertake. Two key challenges likely to create difficulties for residents are:
- Changes to the accepted materials of new bins; and
- Changes to collection days.
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Solution
Recognising the importance of multi-channel communication, the easy to use MyWaste interface provides residents with easy access to the service information they need during the initial roll out and bedding-in period.
The ‘What Goes Where’ search function allows residents to search a list of up to 3000 different materials – including hundreds of different organics materials – to confirm definitively which bin they should use. The searchable database does away with the conventional ‘top down’ waste categorisation approach which can be time consuming and difficult for residents to understand. The function guarantees that residents have the information they need to minimise the impact of service changes.
The ‘My Schedule’ and ‘Notifications’ functions (left) provide residents with direct access to a personalised calendar based on their selected address and notification settings. Residents can choose to receive reminders by email, phone notification (via the mobile app), SMS or phonecall. This functionality allows residents to adjust more easily to collection schedules changes. |
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