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Adam ThoulassLuton Borough Council
DCLG waste standards project
Why get involved?
User NeedLots of contact about waste across channels...web, phone , face to face, email.Plenty of opportunity for digitally enabled service redesign
The pain of
integration
Dodgy connectionsImpact on user experience
Common standards can help us build better connections
A better user experience
‘Really useful’ DCLG supportCo-ordinator and facilitator
Suppliers
Method
Credibility
Professional bodies
Resource
Discovery...
Missed bins5,101 calls4077 web page visits
£94,737Estimated cost of collecting missed bins 2014 plus cost of calls
What was the outcome ?
What’s the most important thing we learnt?
Collaboration is key
