Waste Transformation Week Notes - Week 1



In the famous words of Ronan Keating:

Life Waste is a rollercoaster, you just have to ride it”

As some may know already, we are currently undertaking the mammoth task of replacing our CCP (customer contact portal) system with the new DCP (digital customer portal) system. Our biggest project within this change over is waste.

We have overcome so many challenges with this project already, and we have decided to do these week notes to keep you all updated on what we have been up to.

As said above, it does feel like we are on a bit of a rollercoaster - each form that we have to move over has its ups and downs. The incline is the work we have to do; specification documents, form builds, API’s – these are just a few to name.

Sometimes we come across blockers (temporary breakdowns), these can put a hold on some of our plans and we have to get together to think of the most efficient fix. One problem we have been working on recently is ensuring that our waste profiles pull through the correct information.

Members of our team from different areas were able to collaborate to provide a speedy fix. This is one of the best things about our team – everyone has different skills that we utilise.

Another thing we have faced is understanding how to add appointments to our new forms, to those that require them, for example ordering a new bin. Our system officers have been upskilling with the developers, and we are now able to get moving with these forms.

User research

Recently, the user research has focused on gathering feedback on the forms we have created. This has been done with users, the contact centre and local volunteers. We have been able to use the findings to improve upon what we have already built, to ensure the best possible version of our services is the one we launch.

Currently we are researching our bulky collection service, to see if there are any ways to improve it. There has been opportunity to listen to calls with customers, to pinpoint the reasons they do not book online. We are hoping to streamline the process using what we have found.

So off we go again on our ride…gearing up for the big drop.

Our objectives for next week are:

      - To complete testing of our missed waste forms.

      - To fully sign off on the abandoned bin form.

Thank you for reading, if you have any questions about our project please email us at: customerpanel@blackburn.gov.uk

By Katie Leake on 8th Oct 2021
Katie Leake is an Assistant Service Designer with Blackburn with Darwen Borough Council