Integration in action | Liam Hawkes | October 2015

Oct 26, 2015Download as PPTX, PDF0 likes438 views

Department for Communities and Local Government Local Digital Campaign

Presentation on missed bin collections and an API to help reduce missed bin collections. Presented by Liam Hawkes, from Luton Borough Council, at the Local Waste Service Standards Project: Alpha Showcase and Workshop held in London on 23 October 2015.

Liam Hawkes
Luton Borough Council
Integration in action

“You’ve missed
my bin!”
Customer
“Is it really a
missed bin?”
Council

Current
process
5,101
Calls - 2014
4,077
Web Page visits - 2014
• Customer realises their bin has not been collected
• Visits website to find out how to report
• Ring number, but it’s before 4pm
• Asked to call back after 4pm but before 5:30pm
• Given explanation
• IF genuine missed - ticket is raised to collect next day
• IF not missed - options are explained
• Bin is then collected

£10,662
Estimated cost of calls to the council in 2014
5101 (calls) x £2.09 (cost per call)

Prototype of new process
• Customer can go online
• Number and postcode to look up ‘collection status’ in realtime
• Get a message dependent on status
• Message or report it

£94,737
Estimated cost of collecting missed bins 2014 plus cost of calls

Can the API help us reduce missed bins?
• Dynamic ‘collection day’ lookup
• Automated email notifications to repeat offenders
• Modify council procedures
• Bin education

This document provides guidance on active listening techniques for conducting interviews. It recommends using starter and follow up questions to guide conversations, focusing on stories and examples from the interviewee. Listeners should receive what is said without judgment and support the speaker through summarizing and asking clarifying questions. Exercises are described to have participants practice listening without speaking for insights, and then conduct short interviews in pairs to apply these skills.

Using Website Analytics to improve performanceDepartment for Communities and Local Government Local Digital Campaign

��

Facilitating Access to Information and Advice | Jane Finnerty | June 2015Department for Communities and Local Government Local Digital Campaign

��

Modernising Marketing and Engagement | Chris O' Brien | April 2015Department for Communities and Local Government Local Digital Campaign

��

Case study: Sharing information on the whereabouts of 14-19 year olds | David...Department for Communities and Local Government Local Digital Campaign

��

People First – a Tri-borough initiative | Nick Marchant | March 2015Department for Communities and Local Government Local Digital Campaign

��

Deflect expensive contact to more cost effective digital channels | Spencer ...Department for Communities and Local Government Local Digital Campaign

��

DCLG waste standards project - Luton Borough Council | Adam Thoulass | March...Department for Communities and Local Government Local Digital Campaign

��

ERP in the cloud for public sector | James Norman | March 2016Department for Communities and Local Government Local Digital Campaign

��

An Introduction to Satellite Communications | March 2015Department for Communities and Local Government Local Digital Campaign

��

IoT innovation at scale | Jonny Voon | June 2015Department for Communities and Local Government Local Digital Campaign

��

Building IoT solutions in Milton Keynes | Sarah Gonsalves | June 2015Department for Communities and Local Government Local Digital Campaign

��

Local Waste Service Standards Project - Final Waste Discovery Day | Linda O'...Department for Communities and Local Government Local Digital Campaign

��

Presentation on the waste service standards project - objectives, possible deliverables, project roadmap and criteria for prioritisation. It also covered going forward and what the focus would be including measuring impact, supporting business cases, agreeing the afterlife of the standard, managing 'missed' collections and other challenges and opportunities. Presented by Linda O' Halloran, Head of Products, Local Digital Programme, DCLG, and Sarah Prag, Independent Service Design Lead, DCLG Local Waste Service Standards Project, at the final discovery event for the minimum viablke collaboration (MVC) group for the Local Waste Service Standards project that took place in London on 17 July 2015.

Deferred Payment Agreement eligibility calculator for adult social care | Ma...Department for Communities and Local Government Local Digital Campaign

��

Microsoft – Platform View | Michael Wignall | March 2016Department for Communities and Local Government Local Digital Campaign

��

Transforming services through identity & eligibility checking | Ian Litton | ...Department for Communities and Local Government Local Digital Campaign

��

Informatics & Digital Priorities for Social Care 2016/17 - 2020 | Andrew Fen...Department for Communities and Local Government Local Digital Campaign

��

Local Waste Services Standards Pilot Project | Linda O’Halloran | March 2016Department for Communities and Local Government Local Digital Campaign

��

Transforming the Student Bursary Support Service | Joe Carr and Philip Knight...Department for Communities and Local Government Local Digital Campaign

��

The document discusses transforming the Student Bursary Support Service through a collaborative approach between the service and Capita. The service currently processes applications and payments for vulnerable students, but the process is lengthy and paper-based. Capita helped develop an online portal with automated application processing, case management, and payment processing to streamline the service and reduce costs. The project faced challenges with timelines, integration, and user adoption, but was successful through stakeholder communication and user-centered design. Lessons included allowing time for refinement and rethinking management information for the new system.

Digital Transformation - Funding Approach | Daniel Bromley | March 2016Department for Communities and Local Government Local Digital Campaign

��

Local Waste Services Standards Beta Showcase �ݺ�ߣs | February 2016Department for Communities and Local Government Local Digital Campaign

��

Local Waste Service Standards Pilot Project: Phase 2 Planning Workshop | Lind...Department for Communities and Local Government Local Digital Campaign

��

This document summarizes a workshop to plan the next phase of a pilot project establishing data standards for local waste services. The workshop will gather feedback on scaling the project, governing the emerging standard, and resourcing future work. Participants will discuss which stakeholders should be involved in governing the standard long-term and how to engage them. They will also brainstorm potential funding sources and leadership roles to further develop and implement the waste services data standard.

Data Modelling and APIs for the Waste Services Standards Project | Paul Macka...Department for Communities and Local Government Local Digital Campaign

��

Local Waste Service Standards Front End Integration WorkshopDepartment for Communities and Local Government Local Digital Campaign

��

Making the business case - Alpha | Sarah Prag | October 2015Department for Communities and Local Government Local Digital Campaign

��

Technical update: Local Waste Service Standards Project | Paul MacKay | Octob...Department for Communities and Local Government Local Digital Campaign

��

More Related Content

Viewers also liked (9)

Case study: Sharing information on the whereabouts of 14-19 year olds | David...Department for Communities and Local Government Local Digital Campaign

��

People First – a Tri-borough initiative | Nick Marchant | March 2015Department for Communities and Local Government Local Digital Campaign

��

Deflect expensive contact to more cost effective digital channels | Spencer ...Department for Communities and Local Government Local Digital Campaign

��

DCLG waste standards project - Luton Borough Council | Adam Thoulass | March...Department for Communities and Local Government Local Digital Campaign

��

ERP in the cloud for public sector | James Norman | March 2016Department for Communities and Local Government Local Digital Campaign

��

An Introduction to Satellite Communications | March 2015Department for Communities and Local Government Local Digital Campaign

��

IoT innovation at scale | Jonny Voon | June 2015Department for Communities and Local Government Local Digital Campaign

��

Building IoT solutions in Milton Keynes | Sarah Gonsalves | June 2015Department for Communities and Local Government Local Digital Campaign

��

Local Waste Service Standards Project - Final Waste Discovery Day | Linda O'...Department for Communities and Local Government Local Digital Campaign

��

Case study: Sharing information on the whereabouts of 14-19 year olds | David...Department for Communities and Local Government Local Digital Campaign

��

People First – a Tri-borough initiative | Nick Marchant | March 2015Department for Communities and Local Government Local Digital Campaign

��

Deflect expensive contact to more cost effective digital channels | Spencer ...Department for Communities and Local Government Local Digital Campaign

��

DCLG waste standards project - Luton Borough Council | Adam Thoulass | March...Department for Communities and Local Government Local Digital Campaign

��

ERP in the cloud for public sector | James Norman | March 2016Department for Communities and Local Government Local Digital Campaign

��

An Introduction to Satellite Communications | March 2015Department for Communities and Local Government Local Digital Campaign

��

IoT innovation at scale | Jonny Voon | June 2015Department for Communities and Local Government Local Digital Campaign

��

Building IoT solutions in Milton Keynes | Sarah Gonsalves | June 2015Department for Communities and Local Government Local Digital Campaign

��

Local Waste Service Standards Project - Final Waste Discovery Day | Linda O'...Department for Communities and Local Government Local Digital Campaign

��

More from Department for Communities and Local Government Local Digital Campaign (20)

Deferred Payment Agreement eligibility calculator for adult social care | Ma...Department for Communities and Local Government Local Digital Campaign

��

Microsoft – Platform View | Michael Wignall | March 2016Department for Communities and Local Government Local Digital Campaign

��

Transforming services through identity & eligibility checking | Ian Litton | ...Department for Communities and Local Government Local Digital Campaign

��

Informatics & Digital Priorities for Social Care 2016/17 - 2020 | Andrew Fen...Department for Communities and Local Government Local Digital Campaign

��

Local Waste Services Standards Pilot Project | Linda O’Halloran | March 2016Department for Communities and Local Government Local Digital Campaign

��

Transforming the Student Bursary Support Service | Joe Carr and Philip Knight...Department for Communities and Local Government Local Digital Campaign

��

Digital Transformation - Funding Approach | Daniel Bromley | March 2016Department for Communities and Local Government Local Digital Campaign

��

Local Waste Services Standards Beta Showcase �ݺ�ߣs | February 2016Department for Communities and Local Government Local Digital Campaign

��

Local Waste Service Standards Pilot Project: Phase 2 Planning Workshop | Lind...Department for Communities and Local Government Local Digital Campaign

��

Data Modelling and APIs for the Waste Services Standards Project | Paul Macka...Department for Communities and Local Government Local Digital Campaign

��

Local Waste Service Standards Front End Integration WorkshopDepartment for Communities and Local Government Local Digital Campaign

��

Making the business case - Alpha | Sarah Prag | October 2015Department for Communities and Local Government Local Digital Campaign

��

Technical update: Local Waste Service Standards Project | Paul MacKay | Octob...Department for Communities and Local Government Local Digital Campaign

��

Surrey Waste Partnership - Waste DataDepartment for Communities and Local Government Local Digital Campaign

��

Presentation on the Surrey Waste Partnership which is made up of the county council and the 11 district and borough councils in Surrey. The partnership aims to manage Surrey's waste in the most efficient, economic and sustainable way possible. Presented by Tom Beagan from Surrey Waste Partnership at Local Waste Service Standards Project: Alpha Showcase and Workshop held in London on 23 October 2015.

Digital approaches to service design | Sarah Prag | September 2015Department for Communities and Local Government Local Digital Campaign

��

Agile approaches in service design and project management | Ian Hirst | Septe...Department for Communities and Local Government Local Digital Campaign

��

Behaviour Change | Andrew Stevens | September 2015Department for Communities and Local Government Local Digital Campaign

��

The document discusses behavior change techniques used in public policy known as MINDSPACE which summarizes nine key "nudge" techniques: who communicates information influences decisions (Messenger), people avoid losses more than seek gains (Incentives), social norms strongly shape behavior (Norms), people tend to go with defaults (Defaults), novelty and relevance grab attention (Salience), subconscious cues prime decisions (Priming), emotions impact choices (Affects), public commitments are more likely to be honored (Commitments), and people act in ways that boost their ego (Ego). It also mentions a council tax pilot intervention where a company rewrote tax correspondence content.

Flood Resilience Digital Partnership Plan | Susanna May and Tim Godson Department for Communities and Local Government Local Digital Campaign

��

lood Resilience Workshop Introduction and Activities | Tim Godson and Susanna...Department for Communities and Local Government Local Digital Campaign

��

Frdp flood resilience july 2015 slidesDepartment for Communities and Local Government Local Digital Campaign

��

Deferred Payment Agreement eligibility calculator for adult social care | Ma...Department for Communities and Local Government Local Digital Campaign

��

Microsoft – Platform View | Michael Wignall | March 2016Department for Communities and Local Government Local Digital Campaign

��

Transforming services through identity & eligibility checking | Ian Litton | ...Department for Communities and Local Government Local Digital Campaign

��

Informatics & Digital Priorities for Social Care 2016/17 - 2020 | Andrew Fen...Department for Communities and Local Government Local Digital Campaign

��

Local Waste Services Standards Pilot Project | Linda O’Halloran | March 2016Department for Communities and Local Government Local Digital Campaign

��

Transforming the Student Bursary Support Service | Joe Carr and Philip Knight...Department for Communities and Local Government Local Digital Campaign

��

Digital Transformation - Funding Approach | Daniel Bromley | March 2016Department for Communities and Local Government Local Digital Campaign

��

Local Waste Services Standards Beta Showcase �ݺ�ߣs | February 2016Department for Communities and Local Government Local Digital Campaign

��

Local Waste Service Standards Pilot Project: Phase 2 Planning Workshop | Lind...Department for Communities and Local Government Local Digital Campaign

��

Data Modelling and APIs for the Waste Services Standards Project | Paul Macka...Department for Communities and Local Government Local Digital Campaign

��

Local Waste Service Standards Front End Integration WorkshopDepartment for Communities and Local Government Local Digital Campaign

��

Making the business case - Alpha | Sarah Prag | October 2015Department for Communities and Local Government Local Digital Campaign

��

Technical update: Local Waste Service Standards Project | Paul MacKay | Octob...Department for Communities and Local Government Local Digital Campaign

��

Surrey Waste Partnership - Waste DataDepartment for Communities and Local Government Local Digital Campaign

��

Digital approaches to service design | Sarah Prag | September 2015Department for Communities and Local Government Local Digital Campaign

��

Agile approaches in service design and project management | Ian Hirst | Septe...Department for Communities and Local Government Local Digital Campaign

��

Behaviour Change | Andrew Stevens | September 2015Department for Communities and Local Government Local Digital Campaign

��

Flood Resilience Digital Partnership Plan | Susanna May and Tim Godson Department for Communities and Local Government Local Digital Campaign

��

lood Resilience Workshop Introduction and Activities | Tim Godson and Susanna...Department for Communities and Local Government Local Digital Campaign

��

Frdp flood resilience july 2015 slidesDepartment for Communities and Local Government Local Digital Campaign

��

Recently uploaded (20)

From Global Peace Now to PeaceNow.com to Global Peace Yes--GAMIP ALC

��

In our crisis-ridden modern world beset by so much division, conflict, and violence, what does it take for an ordinary global citizen to become a powerful peace champion and an uplifting, unifying force for humankind? How can one transcend hopelessness and helplessness? How can people from every walk of life develop the muscles of peace required to stay peaceful, kind and mentally healthy no matter what comes their way?

A Compliance-with-Local-Traffic-Laws-in-Nigeria.pptxSunnyBamnafor1

��

2025 - The DFARS - Part 202 - Definition Of Words And TermsJSchaus & Associates

��

2025 - JSchaus & Associates in Washington DC present a complimentary webinar series covering The DFARS, Defense Federal Acquisition Regulation Supplement. Learn about US Federal Government Contracting with The Department of Defense, DoD. Defense Contracting. Defense Acquisition. Federal Contracting. Link To Video: COMING SOON! Subscribe to Our YouTube Channel for complimentary access to US Federal Government Contracting videos: https://www.youtube.com/@jenniferschaus/videos Visit our website to learn more about US Federal Government Contracting and subscribe to our FREE Government Contracting Webinars https://www.jenniferschaus.com/ Advertise with us or Sponsor our Webinar Series - Contact hello@JenniferSchaus.com

11 Ways to Get Kids Excited About PreservationNational Trust for Historic Preservation

��

Historic places hold the stories of our past, are an important part of building community, and create connections between who we were and who we aspire to be. But how effective is the work of preservation if the next generation doesn't understand the value and significance of these places to our present moment? How do we ignite a passion for history and culture, sparking a lifelong affinity and understanding of the power of place along the way?

PAS 2025 Conference Main Room Master Deck Web.pptxmhutttch

��

From Space to Place: Animating Copps Pier ParkCityLABHamilton

��

Evolving Southgate Area Redevelopment Plan: Public Meeting #2Cuyahoga County Planning Commission

��

dawsoncityyukoncfytrollingadsMarch3_25.pptxpmenzies

��

Tackling the scourge of modern Britain: The policies and investment needed to...ResolutionFoundation

��

The new Government is currently preparing a child poverty strategy, and hoping to emulate the success of the last Labour government, which lifted over half a million children out of poverty over its first five years. This ambition is needed too, because unless action is taken, poverty rates are expected to rise over the course of the parliament. But Britain in the mid-2020s is very different to the late-1990s – a new approach will be needed to lift children out of poverty over the next decade. What reduced child poverty in the late-1990s and 2000s, and to what extent can that approach be repeated today? What is the role of work, housing, and social security in lifting families above the poverty line? How much might it cost to deliver a successful child poverty strategy? And what are the costs of not doing so?

Financing Locally-Led Climate Action (FLLoCA) ProgramNAP Global Network

��

PPF Secrets: Earn BIG Returns with Zero Risk!BackBencher Buzz

��

📢 Public Provident Fund (PPF): The Ultimate Guide! 🚀 In this PPT, we dive deep into everything you need to know about the Public Provident Fund (PPF)—one of India's safest and most rewarding investment options! 🔍 What You’ll Learn: ✅ How to Open a PPF Account ✅ PPF Interest Rates & Benefits ✅ Tax Benefits under Section 80C ✅ Strategies to Maximize Your PPF Returns ✅ Important Rules & Withdrawal Guidelines 💡 Whether you're looking to save taxes, build a secure retirement fund, or simply earn risk-free returns, PPF is a fantastic choice! 📲 Read More: https://backbencherbuzz.com/public-provident-fund-ppf-benefits/

Financing Locally-Led Climate Action (FLLoCA) Program p.2NAP Global Network

��

National Environment Management Authority's Experience in Climate FinanceNAP Global Network

��

What explains the productivity gap of less developed regions? Carlo MenonOECD CFE

��

Mission Energy For One World Foundation 2025Energy for One World

��

2025 - The DFARS - Part 203 - Improper Business Practices And Personal Confl...JSchaus & Associates

��

2025 - JSchaus & Associates in Washington DC present a complimentary webinar series covering The DFARS, Defense Federal Acquisition Regulation Supplement. Learn about US Federal Government Contracting with The Department of Defense, DoD. Defense Contracting. Defense Acquisition. Federal Contracting. Link To Video: https://youtu.be/js-TtNXZxt8 Subscribe to Our YouTube Channel for complimentary access to US Federal Government Contracting videos: https://www.youtube.com/@jenniferschaus/videos Visit our website to learn more about US Federal Government Contracting and subscribe to our FREE Government Contracting Webinars https://www.jenniferschaus.com/ Advertise with us or Sponsor our Webinar Series - Contact hello@JenniferSchaus.com

2025 Reinstein The Asbestos Legal Tug-of-War: Profits vs. Public HealthLinda Reinstein

��

WEC World Energy Issues Monitor 2025 Full ReportEnergy for One World

��

The Next Democracy: Reimagining how we govern ourselves through the power of ...DonkeyRepublic

��

Kenya: County Climate Change Fund OverviewNAP Global Network

��

From Global Peace Now to PeaceNow.com to Global Peace Yes--GAMIP ALC

��

A Compliance-with-Local-Traffic-Laws-in-Nigeria.pptxSunnyBamnafor1

��

2025 - The DFARS - Part 202 - Definition Of Words And TermsJSchaus & Associates

��

11 Ways to Get Kids Excited About PreservationNational Trust for Historic Preservation

��

PAS 2025 Conference Main Room Master Deck Web.pptxmhutttch

��

From Space to Place: Animating Copps Pier ParkCityLABHamilton

��

Evolving Southgate Area Redevelopment Plan: Public Meeting #2Cuyahoga County Planning Commission

��

dawsoncityyukoncfytrollingadsMarch3_25.pptxpmenzies

��

Tackling the scourge of modern Britain: The policies and investment needed to...ResolutionFoundation

��

Financing Locally-Led Climate Action (FLLoCA) ProgramNAP Global Network

��

PPF Secrets: Earn BIG Returns with Zero Risk!BackBencher Buzz

��

Financing Locally-Led Climate Action (FLLoCA) Program p.2NAP Global Network

��

National Environment Management Authority's Experience in Climate FinanceNAP Global Network

��

What explains the productivity gap of less developed regions? Carlo MenonOECD CFE

��

Mission Energy For One World Foundation 2025Energy for One World

��

2025 - The DFARS - Part 203 - Improper Business Practices And Personal Confl...JSchaus & Associates

��

2025 Reinstein The Asbestos Legal Tug-of-War: Profits vs. Public HealthLinda Reinstein

��

WEC World Energy Issues Monitor 2025 Full ReportEnergy for One World

��

The Next Democracy: Reimagining how we govern ourselves through the power of ...DonkeyRepublic

��

Kenya: County Climate Change Fund OverviewNAP Global Network

��

Integration in action | Liam Hawkes | October 2015

1. Liam Hawkes Luton Borough Council Integration in action

2. “You’ve missed my bin!” Customer “Is it really a missed bin?” Council

3. Current process 5,101 Calls - 2014 4,077 Web Page visits - 2014 • Customer realises their bin has not been collected • Visits website to find out how to report • Ring number, but it’s before 4pm • Asked to call back after 4pm but before 5:30pm • Given explanation • IF genuine missed - ticket is raised to collect next day • IF not missed - options are explained • Bin is then collected

4. £10,662 Estimated cost of calls to the council in 2014 5101 (calls) x £2.09 (cost per call)

5. Prototype of new process • Customer can go online • Number and postcode to look up ‘collection status’ in realtime • Get a message dependent on status • Message or report it

6. Fix the cause Not the symptoms

7. £94,737 Estimated cost of collecting missed bins 2014 plus cost of calls

8. Can the API help us reduce missed bins? • Dynamic ‘collection day’ lookup • Automated email notifications to repeat offenders • Modify council procedures • Bin education

9. Questions? Thanks for your time

�ݺ�ߣ

Integration in action | Liam Hawkes | October 2015

Recommended

More Related Content

Viewers also liked (9)

More from Department for Communities and Local Government Local Digital Campaign (20)

Recently uploaded (20)

Integration in action | Liam Hawkes | October 2015