local waste service standards project - final waste discovery day | linda o' halloran and and...

Local Digital Programme Welcome#LocalDigital@LDgovUK

Linda O’Halloran, Head of Products, Local Digital Programme, DCLG

DCLG Local Digital Programme 2015 | Waste Service Standard Project MVC Discovery

1. Piloting Collaborative standards design

2. Sector-led

3. Design and test a data standard and supporting tools for local waste services

4. Agile, iterative and in the open

Project Objectives


Adapting the GDS methodology for local sector-led collaboration


1. Data model

2. API specifications

3. Publishing standard

4. Referencing implementation

5. Common data requirement clauses for contracts

6. Business case for service design enablers

Possible Deliverables


Waste serviceWaste serviceServicesServices

CollectionsCollectionsRoundsRounds

ContainersContainersCollection pointsCollection points

WebsiteWebsite

Addresses (LLPG)Addresses (LLPG) Case managementCase management

In-cab unitsIn-cab unitsCloud serversCloud servers TrucksTrucks

Customer careCustomer careSMSSMS AppAppAutomated Automated phonephone

PaymentsPayments

Waste trackingWaste trackingsystemsystem

WasteDataFlowWasteDataFlow

WeighbridgesWeighbridges


Waste serviceWaste serviceServicesServices

CollectionsCollectionsRoundsRounds

ContainersContainersCollection pointsCollection points

WebsiteWebsite

Addresses (LLPG)Addresses (LLPG) Case managementCase management

SMSSMSAutomated Automated

phonephone

PaymentsPayments

Waste trackingWaste trackingsystemsystem

WasteDataFlowWasteDataFlow

In-cab unitsIn-cab unitsCloud serversCloud servers TrucksTrucksWeighbridgesWeighbridges

Customer careCustomer care AppApp


Discovery phase

•Discovery days with each LA•Discovery session with public sector stakeholders•Discovery session with commercial sector•Collation of needs into a backlog and roadmap•Review of backlog and roadmap with LAs

May June July August Sept Oct Nov Dec

Beta phase

One or more LAs implement live changes.

The project team offers: - Implementation audit

- Implementation planning- Service design support- Tech support

Show & tell

Alpha phase

Develop, share & publishalpha versions of:

- data model- publishing standard- API specifications- referencing implementation

Show & tell

You are here

DCLG Local Digital Programme 2015 | Waste Service Standard Project Roadmap

Project Roadmap

1. High value

2. High volume

3. Quick win to incentivise further investment

4. Ability to share workload across team and beyond

5. Cost to implement

6. Potential to enable biggest long term savings

Criteria for Prioritisation


Local Digital Programme Today’s Task#LocalDigital@LDgovUK

Sarah Prag, Independent Service Design Lead, DCLG Local Waste Service Standards Project

DCLG Local Digital Programme 2015 | Waste Service Standard Project Discovery Epics

Strategic objectives, current set up, pain points, volumes

Needs to be met, opportunities to be pursued

Whose needs?

-Waste service managers

-Customer service staff

-Kerbside collectors

-Supplier business managers

-Others in the waste ecosystem


What about citizens?

This project is about delivering tools and templates that can be used by councils and suppliers to better meet the needs of citizens.

Almost all of the things we’ll talk about today can deliver benefit to citizens… but only if they are taken up and used by councils and suppliers.


“Epics” – an expression of need, at a high level

Evidence – summary of what you’ve told us and why we think this deserves to be an epic

Benefits – a suggestion of some of the wider and longer term benefits of working in this area, often with reference to possible citizen benefits

Deliverables – some suggestions of what this project could deliver to meet the needs


But what do you think?

-We’ll pitch the epics to you. All 20 of them!

-You’ll then have a chance to work through them, discussing our proposed deliverables, how valuable you think they are, and what it might take to implement them

-We’re aiming to build a shared understanding of priority and feasibility, so that Linda and Paul can produce a backlog and a roadmap for delivery

Local Digital Programme | Waste Service Standard Project Discovery Epics

24

Measuring impact


Evidence Benefits

• This project is based on the premise that standardisation and digitisation will deliver efficiencies for local government and suppliers – we need a way to measure this.

• We therefore need an agreed set of “key performance indicators” and benchmarks against which to measure our impact

PersonasWaste manager, digital leader, DCLG, supplier business manager

Measuring impact

• Information to help councils make the case for implementing waste standards (and related deliverables)

• Information to support the case for further investment and coordination around standards for local government


Potential Deliverables

Measuring impact

• An agreed set of key metrics for prioritised waste transactions and activities e.g. cost per completed transaction, cost to data cleanse (“MKPIs"?!)

• A robust current benchmark of these, based on data from councils and suppliers

• A model that brings to life estimations of savings and efficiencies

27

Supporting business cases


Evidence Benefits

• Council managers want to be able to make a case internally for investing in the use of standards

• Suppliers want to be able to make a case for adopting standards

• DCLG (and other central bodies) want to make the case to invest further in supporting standards

PersonasService managers, supplier business managers, DCLG


• More councils are able to adopt the standard and make improvements

• Increased take up and cooperation by suppliers

• DCLG and others are able to justify further investment in standards


• A well evidenced business case supporting investment in end-to-end service design according common data standards

• Campaign pack targeting budget holders: Some key campaign messages, in an exciting format, easily digested for busy Ministers, LA CEOs and other financiers and reform enablers

• Business case specific to project outputs to justify the implementation of the data standards and any digital tools we create through this project



30

Agreeing the afterlifeof the standard!


Evidence Benefits

• This project is funded until the end of 2015. Agreement is needed on what happens next – who will maintain, develop and promote the standard and associated deliverables?

• There are some potential precedents e.g. IEG4 benefits

PersonasWaste manager, supplier business manager, DCLG

Agreeing the afterlife

• Standards around waste services continue to be supported, developed, and rolled out more widely


• Propose & debate possible scenarios. • Document the pros & cons of each. • Agree the proposal to take forward


Agreeing the afterlife

33

Managing “missed” collections


Evidence Benefits

• High source of calls and complaints - Citizens claim that their waste hasn't been collected, customer services need to establish if this is true, if so, why and then schedule the collection

• Some use of real time reporting from cabs, including reasons for not collecting and even photos, but not universal

PersonasCitizen, customer services, waste operative, waste manager


• More efficient and less contested resolution of calls, based on real time data & evidence

• More accurate view of the quality/consistency of waste collection teams

• More accurate view of issues caused by citizen behaviour

• Potential to expose some of this to citizens?


• Collection issues via API for Customer services and/or citizens (e.g. reasons for not collecting, address)

• An issue types taxonomy (e.g. too full, contaminated, not presented)

• A demo of giving information to citizen when reporting a missed bin



22

Understanding what goes where


Evidence Benefits

• Ongoing source of confusion for citizens. Different names used in various places may contribute to low recycling rates and/or accidental "contamination" of recycling



• More consistent terminology

• Provide a data-driven lookup

service

• Link to other local resources,

e.g. reuse centres


• Recommended terminology. Define common names for typical objects.

• A set of taxonomies of terms. This could include containers, types of items, material streams, etc. Simple CSV format for easy processing.

• Linked collections and items API. What collections take what items. Could include a data-driven demo.

Potential deliverables


22

Collection day information


Evidence Benefits

• One of highest used services, particularly around bank holidays/other disruptions, via phone and website



• Offer a more dynamic

experience for citizens

• Same data could also be used

to power reminder/alert

services e.g. SMS, emails, app

push notifications (some via

3rd parties)


• Collections API

• By UPRN

• Includes full collection information

• Address query API

• Translates address parts into UPRNs.



22

Managing bulky waste collections


Evidence Benefits

• Currently there is no standard way of capturing a useful description of a bulky collection

• There are costs associated with failed collections due to mis-matched loads



• Councils could offer a more

intuitive, standardised

experience for booking a bulky

waste collection, similar to the

use of "golf ball, dinner plate,

dustbin lid" for pothole

reporting.


• Standard list of terms. (see "What goes where")Define a best practice approach to describing bulky waste items. Size comparisons.

• API to show link with other organisations that are interested. Streetbank, local reuse shops, etc.



45

Managing flytipping


Evidence Benefits

• Flytipping generally on the increase

• A need to identify who is responsible for clearing

• Proliferation of 3rd party apps with good intentions, but these are not consistent and don’t plug seamlessly into council processes – thus generating work

PersonasCustomer services, citizens, 3rd party developers, waste managers

Managing flytipping

• More efficient handling of fly tipping reports.

• Better collaboration with civic tech makers


• Workshop or hack day with 3rd party developers

• Data format for incident reporting

• Standard use of location identifiers

• Link up with Land Registry for land ownership?


Managing flytipping

48

Managing payments


Evidence Benefits

• Common pain point around timely/efficient payment reconciliation and linking up internal systems around ordering/paying/scheduling delivery.

• e.g. currently might have a time lag between a bin being ordered and it being sent out, because payment has to clear various hoops.

PersonasCitizen, customer services, waste manager, business/finance team

Managing payments

• Less time spent on payment processing internally.

• Improved citizen experience, with fewer time lags.


• Workshop with common payment system providers


Managing payments

51

Checking eligibility for discounts


Evidence Benefits

• Where councils charge for waste services they usually offer a discounted or free service to eligible citizens (e.g. those on benefits)

• Currently it is difficult or impossible to check efficiently. Councils are therefore at risk of being defrauded (and are often adding extra steps for all citizens)

Personas


• Reduction in revenue lost through fraud

• Potentially a simpler experience for all citizens as eligibility will be swiftly checked and only when needed

Citizen, customer services, waste manager, business/finance team


• Workshop with those involved in benefits provision



54

Reporting to Defra


Evidence Benefits

• Council staff are spending anything from two days to two weeks working on each submission.

• This has recently increased with the addition of “question 100”

• Currently very manual to collate and process

PersonasWaste manager, Defra

Reporting to Defra

• Less time spent on reporting - greater automation.

• Better understanding of the impact and cost of central reporting requirements on local authorities.


• Discovery workshop with Defra, WRAP and Environment Agency to explore common needs

• Further standardisation of Weighbridge data?

• Make a case for the use of APIs rather than spreadsheets and emails


Reporting to Defra

57

Using data to encouragebehaviour change


Evidence Benefits

• Some evidence* that citizens are more likely to recycle if they know what is done with their waste

• Most councils are keen to increase recycling rates, and recognise that this will involve influencing behaviour

PersonasCitizen, waste manager, 3rd party developers

Data to encourage behaviour change

• Councils or 3rd parties could develop compelling visualisations of recycling and other waste data.

• Could introduce an element of competition – between streets, wards, towns, councils?


• Statistics definition for different resource flows.

• Explore data model and API extensions to include this data.


Data to encourage behaviour change

60

Visualising & managing The waste ecosystem


Evidence Benefits

• Recognition of cause and effect in the waste system e.g. start charging for bulky waste, flytipping goes up. Contractors rewarded for speed, street cleansing goes up.

• Members insisting on changes to one part of the system without realising impact elsewhere.

PersonasWaste manager, elected members

Visualising waste ecosystem

• Ability to pilot new schemes and track and measure impact on the system

• Better evidence to back up recommendations for changes to services

• Data to inform the coordination of services across the system


• A case study (or mock up) of a dashboard of waste related data and behaviour by street


Visualising waste ecosystem

63

Simplifying tendering and contracts


Evidence Benefits

• A pain point on all sides!

• Lack of standards is leading to long complex bespoke negotiations and documentation.

• A lack of trust on both sides: will councils get what they need? What will suppliers find when they try to implement? What might be the hidden costs?

Personas


• Less time spent on both sides preparing tenders

• Shorter, simpler more transparent negotiations

• Simpler, faster, cheaper implementation requiring less bespoke work, less data cleansing, fewer surprises!

Waste manager, business/finance team


• A set of guidelines for tendering: e.g. Data format definitions for required datasets

• Template paragraphs/tables to add to briefs/contracts

• Checklist/ menu of best practice contract ingredients

• Perhaps tips/best practice on how to clean up your data



22

Modifying collections


Evidence Benefits

• Some collections, e.g. garden waste, are by subscription and may involve charges

• Assisted collections and other custom information needs associating with a property



• More detailed and tailored

information per property.


• Collections data model and API extended to cover specialized cases:

• assisted collections

• subscription collections

• frequent offenders



22

Adding a new address to the round


Evidence Benefits

• Use of LLPG very common, but variations in how it is used and updated.

• Information not always propagated in a timely manner.



• More consistent approach to

propagating LLPG updates.

• Needs of councils and

suppliers better understood.


• Publish common patterns and best practice on LLPG usage

• An Address API for converting addresses to UPRNs



For the epic:

•How much pain or inefficiency do you think there is in this area for your council? (H,M,L)

•How much potential for longer term benefit or innovation? (H,M,L)

•How high a priority is working on this is for your council? (H,M,L)

For each deliverable:

•How useful/valuable do you think this deliverable could be? (H,M,L)

•How difficult/expensive might it be to implement? (H,M,L) – Why?

•Would you prioritise it for attention in the next 6 months? (Y,N)

•Can you offer any particular resources or insight that might help?

Questions for exercise


1. Size prioritised deliverables and circulate final alpha roadmap by our Wednesday sprint call

2. Publish the Trello board on project page

3. Start fortnightly sprint calls

1. ‘Working out loud’ begins in earnest

2. Business case project will run in parallel until Aug 25th

3. Show and tell in October 2015

Next Steps: Alpha


July 22 September 30

Local Digital Programme

For more information, please visit our Local Waste Service Standards Project page: bit.ly/LDwaste

#LocalDigital@LDgovUK

local waste service standards project - final waste discovery day | linda o' halloran and and...

Government & Nonprofit

local waste services

local sector

data standard

discovery phase discovery

project team

la discovery session

alpha phase

roadmap review of backlog