A better deal for residents 

The Challenge
In September 2005, we entered into a partnership with Harrow Council to transform the way the Council delivers services to its residents.

Our Approach
We developed a borough-wide transformation programme which has enabled us to drive through improvements to the Council's systems and radically improve services for Harrow's citizens.

1. GPS enabled waste management: we transformed waste management at the Council by introducing new back office systems, route planning, GPS enabled mobile working and real time integration with the contact centre. Drivers now have a real time link with the contact centre and can deal with missed bin requests in minutes instead of hours. They can also report 'contaminated' waste that can't be collected - plastic bags in a garden waste bin for example. Residents receive a text or phone call telling them why their wasn't collected along with information about recycling. With 550 contaminated bins reported daily, the Council has a huge opportunity to educate residents about recycling.
2. Special needs transport: we developed an assessment and independant travel centre to offer improved services to those with special needs. We introduced route planning software to maximise the efficiency of bus routes and a fleet of 95 new buses, improving passenger comfort and increasing customer satisfaction.
3. Accessibility to services: we designed and delivered an accessibility plan to make access to council services as simple and easy as possible. This has been delivered through a mix of personal contact through the One Stop Shop contact centre and improved web-based services. Part of the initiative is Harrow Clicks - a campaign to educate citizens about the myriad transactions and services that can be accessed online.
4. Flexible and mobile working: we introduced a flexible, trusted and modern workforce infrastructure which encourages a culture of part-time, flexi-time and home-working. This more tailored approach puts council employees in a better position to support the community and helps us to employ a more diverse workforce.
5. Self-service technology in libraries: the introduction of RFID technology into Harrow's libraries has enabled a system of self-service. We have also introduced an online payment facility which, together with the self-service system makes borrowing and returning very simple.

The Result
Improved access to web-based services, together with the Harrow Clicks initiative, has increased online transactions by 133%, saved over £200,000 and enhanced user experience.

Introducing new technology to the waste management system has reduced fuel costs by 15% and will save £3.1 million over ten years.

Educating citizens about recycling has cut the amount of waste sent to landfill by 18% and improved relationships between council employees and the public.

Improvements to the special needs transport system have cut costs by 15% and made independent travel possible for adults and children with special needs.