Case Study: Broxbourne Borough Council achieves 24/7 automated missed-bin reporting with Sopra Steria

Broxbourne Borough Council cuts missed bin response time to under 2 minutes with Sopra Steria

The customer, Broxbourne Borough Council, faced a significant challenge with its inefficient process for handling missed bin reports. This clunky system, which required residents to phone in complaints and staff to only log them after 4pm, was a major source of frustration for both customers and employees, accounting for a large portion of the council's interactions. Sopra Steria was engaged to implement a solution.

Sopra Steria implemented a real-time, automated waste management solution featuring intelligent software. This allowed residents to report missed bins online 24/7, with reports flagged immediately to the waste collection team for rapid resolution. The solution from Sopra Steria resulted in a response time of under two minutes for customers, a 100% reduction in paper and phone queueing, and a 66% reduction in staff effort required to resolve the issue.

Broxbourne Borough Council