Case Study: North Lanarkshire Council achieves same-day resident responses and higher field productivity with Pitney Bowes ConfirmConnect

Mobile asset management makes North Lanarkshire Council more responsive to residents

North Lanarkshire Council, the local authority east of Glasgow responsible for assets across 185,000 properties, faced slow, paper-based workflows for public inquiries (graffiti, cemetery headstones, play equipment, fly tipping). The council had used Pitney Bowes Confirm software for almost two decades but calls still required multiple manual handoffs, meaning responses were often logged three to four days after the initial complaint.

Pitney Bowes deployed ConfirmConnect and custom dashboards inside the Confirm application to send inquiries directly to officers’ handhelds, provide map-based location data and enable before/after photo uploads and instant updates. As a result, most inquiries are now handled within one day (down from three to four), field staff spend more time on site, productivity has increased, and the council is saving on paper, fuel and office space.

North Lanarkshire Council

Steven Broadfoot

Customer Service and Compliance Manager for Environmental Assets