Our client is one of the largest local governments in western Australia. The city has an ongoing digital transformation project designed to improve user experiences for their ratepayers, as well as usability and functionality for their staff. As part of this, they are working with HCLTech to replace their legacy core systems, which include finance, rates, waste management as well as about 20 other workloads. The first major milestone of this project has been met with the release of the waste management system.
The Challenge
Complexities and inefficiencies in current systems
Our client grappled with legacy systems, outdated processes and data silos that hindered operational efficiency. By identifying these critical pain points, we set the stage for transformative change.
- Limited transparency in request tracking: Residents struggled to monitor the progress of their waste service requests due to an outdated, non-intuitive system
- Inefficient and fragmented processes: There was no integration between systems which led to spending more time manually processing requests, cumbersome systems, outdated processes and handling duplicities that led to inefficiencies and delays
The Objective
Modernize processes to increase effectiveness
With clarity on the challenges at hand, our goal was to streamline processes, enhance user experiences and integrate cutting-edge technologies to drive measurable improvements.
- Streamline operational processes: Redefine and optimize waste management workflows to reduce manual effort
- User-centric design: Create an approachable platform for the community while meeting technical needs. Enhance customer experience by providing all services on a single platform. Robust and reliable solution to manage and update resident requests
- Integrated technology: Integrate with the third-party vendor to eliminate manual data exchanges and enhance data accuracy across the board
The Solution
Holistic approach to build an integrated system
Addressing the identified challenges requires a holistic and integrated approach. Here, we lay out our comprehensive solution—a blend of innovative technology, process reengineering and seamless system integration designed to elevate service delivery.
- Unified online platform for residents: Built on Microsoft Dynamics 365, this platform handles various waste-related processes, including new bin requests and bulk waste management. It offers a single, convenient portal for the customers and a simplified payment process with secure integration, ensuring regulatory compliance.
- Integration with waste services provider: Automation minimizes manual processing, speeding up the end-to-end request management process and enabling council workers to address more complex issues.
- Performance visibility: Track performance and SLAs for all teams, including internal and third-party vendors, to improve efficiency and streamline processes. Automation enhances user experience for back-office staff by reducing manual processes.
- Automation of processes: Requests to different teams and third-party vendors are automated. Real-time emails and messaging inform residents of updates. Payment reconciliation occurs in real-time, allowing requests to be processed immediately after the payment is received.
- Future ready architecture: The new solution provides a platform for incorporating the power of AI and automation capabilities to further streamline waste management requests and processes in the future.
The Impact
Enabling a high-achieving system
- Broadened service coverage: The new platform services over 130,000 households in the region.
- Enhanced operational efficiency: Processes for building application lodgment, customer feedback and e-petitions are now streamlined and available through the customer portal.
- Real-time visibility: Real-time integration improves operational efficiency, timely delivery of services and accuracy of information.
- Empowered customer support: Customer care and waste management teams can focus on resident support rather than arduous manual processes.
- Centralized customer insights: The customer portal allows for a more centralized view of the customer, reducing silos and giving feedback to help improve services.
The transformation project is progressing to its next phase, which will enhance key council functions such as rates processing, pool inspections and ranger services. This expansion aims to further improve operational efficiency and community service delivery.
