Hounslow Council had embarked upon an extensive transformation journey for their waste collection service. The council recognised the need for a new ICT system to ensure the end-to-end operational processes can effectively support the management of the complex service. The Council wanted to move back in-house from an outsourced waste collection service and were in early stages of procuring new ICT software to support this transition.
Their aims were to:
- Eliminate multiple hand offs within the processes
- Fix challenges surrounding real time reporting
- Ensure visibility of service issues was sufficient in order to manage the overall performance of the service.
£10 million of savings identified and delivered
We engaged a total of 16 stakeholders, representing 7 services, through numerous structured interviews and workshops to gain an understanding of their view of the future of waste services and to gather their requirements. Following on from these engagements, we identified four customer service objectives and applied these to the Technology Requirements design to ensure the operational and customer service needs were aligned.
An implementation plan was prepared and reviewed by the procurement team to ensure compliance and a cost summary looking at a high-level view of implementation costs over a ten-year period was produced. A roadmap was constructed to display visually the journey and implementation plan including key milestones and changes.
The waste and recycling services were successfully transferred to the council (including the TUPE transfer of 150 frontline staff and management), supported by the new IT systems, which were implemented on time, on budget.