Implementation of a Booking System at Household Waste Recycling Centres - south Lanarkshire
| Title | Implementation of a Booking System at Household Waste Recycling Centres - south Lanarkshire |
|---|---|
| Council Resource | Community and Enterprise |
| Service Area | Facilities waste and grounds services |
| Aims and Objectives | In November 2021, approval, on a trial basis, was given to introduce a booking system for visitors using Carluke HWRC. The aims of the pilot were to: - reduce waiting times for residents; - prevent queuing traffic on the access road to the site (long queues were impacting on businesses located within Castlehill Industrial Estate); - reduce incidences of verbal and physical abuse being experienced by site staff; - prevent residents from other local authorities using the site; and reduce ‘trader abuse’ The success of the system led to the system being approved on a permanent basis in October 2022. In 2023/24 over 59,000 bookings were made (98.6% on-line); customer feedback remains overwhelmingly positive (over 95% satisfaction rates); queues times are short; and local businesses no longer complain about the impact the site has on their customers. In addition to the positive feedback from site users, several operational and environment benefits were identified, including: - the ability to manage service demand for the site throughout the day; - a reduction in the number of unplanned site closures due to skip changeovers (these can now be scheduled due to coincide with quieter periods); - a reduction in ‘trader abuse’ (i.e. commercial businesses illegally disposing of waste; - reduction in engine idling/ air pollution . Given the success of the booking system in Carluke, Waste Services are seeking approval to expand the system to all other HWRCs in South Lanarkshire, therefore standardising arrangements across the Council area. The policy to introduce a booking system will affect residents in South Lanarkshire who wish to visit the network of HWRCs to dispose of excess waste. The service considered views of local businesses in areas impacted by long queues for the sites at peak times. Responses to the announcement about the original pilot in Carluke were also considered; as well as feedback from questionnaires returned by residents who used the booking system at Carluke. |
| Conclusion | There is no evidence to suggest that the introduction of a booking system will have a negative impact on any equality group; however, it is accepted that not everyone has access to the internet (this may impact on older people more) and so the option to book by telephone will remain. We will monitor the implementation and roll out and provide a further update if required. It is recommended that the booking system for HWRCs be implemented because it leads to improved customer satisfaction rates; reduced turnaround times; reduced queues; better relationships with neighbouring businesses, better management of service demand; improved road safety; and a reduction in 'trader abuse'. Although residents will be encouraged to book on-line, the option to use the customer contact centre to make a booking will remain. This will reduce the potential impact on residents without internet access (including some older people). The impact of the booking system will be monitored via customer feedback and any issues identified will be investigated/resolved as necessary. Customer satisfaction surveys will be issued to site users. The responses will be monitored on a monthly basis. Feedback will be reviewed and any issues information suggesting there is a disproportional impact on an equality group will be investigated. |
| Completion date | 19 June 2024 |
| Contact Email address | equalities@southlanarkshire.gov.uk |
| Area | Council Wide |