Case Study: NSW Environmental Protection Agency reduces littering with The Customer Experience Company’s redesigned Report a Tosser experience

NSW Environmental Protection Agency lifts user satisfaction to 8.8/10 with The Customer Experience Company

The NSW Environmental Protection Agency (EPA) faced the challenge of redesigning its outdated and high-friction 'Report a Tosser' digital service. As part of a government-wide shift toward customer-centricity, the EPA engaged The Customer Experience Company to make it easier to submit high-quality littering reports, with the goals of increasing convictions, reducing the cost-to-serve, and supporting the state's priority to reduce litter by 40%.

The Customer Experience Company redesigned the experience by conducting user research and creating a new, accessible, and responsive UI. The solution simplified the reporting process, provided feedback to encourage repeat use, and allowed users to track their submission's status. This resulted in an average user satisfaction rating of 8.8/10 and made it more likely that high-quality reports would be submitted, helping to drive littering behaviour down across NSW.

NSW Environmental Protection Agency