R7 Public reporting/applications, procurement and tracking of environmental services, includes waste management and street scene (e.g. abandoned cars, graffiti removal, bulky waste removal, recycling) Head of Environmental Services Round-the-clock availability for street scene reporting Progress tracking of incidents reported Improved arrangements for incident reporting should result in faster response Reduced telephone enquiries as e-citizens can track progress online

To fulfil this requirement councils will have to operate a system to manage, report and track all environmental service operations. In most cases this will probably be some form of customer relationship management or customer contact tracking system integrated with an environmental services back-office system - although other solutions are equally valid.

Councils should refer to the cross-cutting CRM requirements of Section 14 in this context.

As a minimum the system will have to be able to operate an online form or other event reporting interface, log the contact, forward it to appropriate staff and then manage and track key stages in the resolution of the task. This will include the e-procurement of all goods and services involved in the environmental services operation. Waste management operations should track all customer contact of whatever kind, from initial report to resolution and should offer up to date online information of refuse collection times and any current difficulties. A management interface should report on customer contact and services delivered in this way.

Services involving third party agencies - such as the disposal of abandoned cars - should involve secure online messaging systems (i.e. encrypted email as a minimum) to notify and track communications between agencies or use jointly-managed systems with common access protocols.

Where any of these services are contracted out, councils should work with the third parties to ensure the above outcomes are satisfied as soon as contractual obligations allow.

Two tier authorities should ensure that all relevant services from whichever tier are available on all appropriate websites. Councils may also choose to work in partnership to satisfy these outcomes.

 Abandoned vehicles Environmental services - out of hours emergencies Pavements (including dangerous paving) Licence - scaffolding and hoarding Licence - building materials Licence - street trading Licence - skip operators Skip permits Licence - highway projection Gritting Snow clearance Roads and highways - enforcement Street furniture Verges Flyposting Commercial waste - spillage Commercial waste - trade bins Household waste - domestic bins Household waste - special collections for large items Household waste - garden waste Recycling - bags Obstructed pavements Pavements (including dangerous paving) Road safety - dangerous road junctions Roads and highways - obstructions Roads and highways - flooding (drains and gullies) Potholes Paving stone - theft Gritting Snow clearance Lighting - street lights Spillage - roads Lighting - traffic lights Roads and highways - access requests Animals - stray Animals - dead Animal - fouling Public conveniences Street litter [incl. street sweeping] Street litter bins Street cleaning programme Markets - cleaning Graffiti Vandalism Flytipping Flyposting Dangerous structures and public safety Household waste - collection Dog warden service Contact administration, tracking and reporting Environmental services administration Secure messaging E procurement of environment-related goods and services LAWS NP
ENCORE NP
CRM NP

Using workflow to Support Citizens and Employees

Knowsley Metropolitan Borough Council has delivered a number of workflow projects to transform business processes, raise awareness, improving efficiency and increasing customer satisfaction.

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