Bin There, Done That… Online!
Reporting a Missed Bin Just Got Easier
Committed to providing efficient and accessible services for our residents, we’ve recently focused on improving our “Report a Missed Bin Online” service. Thanks to collaboration from Customer Services, Waste Operations, Service Designers and Digital Developers, reporting a missed bin is now smoother and more straightforward than ever before.
Understanding the Challenge
We know that a missed bin collection can be frustrating. Our initial data from discovery sessions revealed that many residents were opting to call our customer service lines, even though an online reporting option existed. This led to higher call volumes and potentially longer wait times. Analysis from call listening showed that the majority of callers hadn’t tried the online service first. Plus 18% of calls were about invalid missed bins, such as bins not being put out, highlighting a need for clearer information.
We also found that customer service surveys indicated that awareness of online services was an issue. It was clear that we needed to make our online reporting process more visible and user-friendly. Examining what other councils were doing and mapping this on a Miro board also provided valuable insights.
Delving into the Data
We captured data from our existing online form between April to June 2024.
- 64% of missed bins were reported online vs 36% over the phone
- 71% of users completed the form once they started (via Google Analytics funnel)
- 72% of users were on mobile
- 34% of missed bins reported on the phone are for green bins but only 25% of residents have a green bin
The Redesign Process
The goal was to reduce call volumes, streamline the reporting process, and provide residents with clear and timely information. So our Digital and Service Design teams embarked on a journey of redesign.
Here’s a breakdown of the key improvements we’ve implemented:
Updated Missed Bin Process: The missed bin reporting process has been overhauled to reduce unnecessary calls and help our team manage reports more effectively. We’ve also implemented a system that automatically diverts garden bin cases based on subscription status. Active subscriptions are routed to Operations, while non-active subscriptions are sent to the Garden Waste team to check the account.
Street-Level Problem Reporting: Operations staff now have the ability to report problems at a street level, such as incomplete rounds or blocked access. This allows residents searching for their property to see these reported problems before they submit a missed bin report. This has led to fewer wasted reports.
This week the crews have had to deal with a car crashing into one of the lorries, some mechanical issues and reduced staff numbers — but they were able to keep garden bin customers informed.
New Bin Day Page: We’ve created a new bin day page designed to provide clarity on collection rounds. Residents can now easily access information about their specific bin days and any reported issues affecting their address, such as a bin not being out or a street not being completed. This proactive communication helps to answer common queries.
New Back Office System: The Operations team benefits from a new back-office system that enables better and more granular reporting, such as ward-level reports. Reported problems from crews with bins are now visible on the same screen, eliminating the need to consult separate systems like Bartec. This system also makes it easier to configure responses and allows for reporting such as “invalid missed bins”.
Updated Customer Services Form: We’ve updated the customer services form so that agents can see bin days and any reported problems immediately, reducing the number of clicks required to assist residents. This efficiency helps to speed up response times and improve the overall service experience.
Clearer Timeframes: To ensure reports are accurate and actionable, we’ve established clearer timeframes for reporting missed bins. Residents can no longer report bins that were missed more than two days prior. This also helps reduce invalid reports.
Improved Online Accessibility: As part of our broader digital transformation efforts, we’re committed to making all our services more accessible and intuitive. This includes optimising our website to direct users to online services and testing changes such as new “task” buttons on the homepage to make it easier for people to navigate to key tasks like reporting missed bins.
Residential Round Changes: In preparation for Simpler Recycling, including the introduction of new food waste collection in March 2026, we’ve helped the team reduced the number of bin collection calendars from approximately 25 to 13 for the whole authority. This simplification makes it easier for residents to understand their collection days and minimizes confusion.
Impact and Benefits
These changes have led to several key benefits:
- Reduced Call Volumes: By providing more information online and streamlining the reporting process, we’ve successfully reduced the number of calls to our customer service lines.
- Improved Efficiency: Our Operations team is now better equipped to manage and respond to missed bin reports thanks to the new back-office system and streamlined processes.
- Enhanced Resident Experience: Residents now have access to clearer information and a simpler reporting process, resulting in a more positive experience.
- Data-Driven Decisions: The new systems allow for better data collection and reporting, which enables us to make informed decisions about service optimisation.
Looking Ahead
We encourage all residents to use the online reporting system for missed bins and to explore the other online services available on our website. By working together, we can create a more efficient and responsive waste management system for our community.
