Rubbish Savings

March 2nd, 2016

binsYesterday Birmingham City Council passed a budget for 2016/17 intended to take another £90 million worth of cuts. That’s an eye watering number but to be honest it’s so large and has happened every year for over five years now. I can’t really comprehend how such cuts can be made each year without us moving to the point where we just pretend we have public services and hope that nothing ever goes seriously wrong in our lives.

As the Government continues its relentless attack on public services there is still a need for some basic functions to be delivered.

But.

Birmingham City Council needs to meet us half way with this and learn to work a bit better. So here is my micro example of how you can save some money by simply being a bit more competent and working as a joined up organisation.

Sigh, this is about bins again. I hated myself for writing about bins this time last year. As an aside, the Council refused to be flexible about that so we’ve largely given up recycling. Leaving an extra redundant bin outside of our house. Today we got another bin we didn’t ask for. We’ve got a lot of bins.

The opposition in Birmingham to the garden waste charge is legendary. Variously labelled as a tax on owning a garden or simply the last human right the Conservatives would leave us with; there is a belief that all waste from your garden should be taken away within the Council Tax. I’m not really bothered, if we’ve got to make massive cuts to social care then I will stump thirty odd quid a year to have some leaves taken away. In the scheme of things it’s not that important.

That doesn’t mean the whole thing doesn’t infuriate me.

Being a conscientious citizen, and being the proud of owner of ton of leaves from last year, I eagerly went to renew my garden waste subscription. Clicking on the link in the friendly Birmingham City Council email it wasn’t hard to find out how to do it.

renew

Eagerly clicking on the link I knew it was only a matter of time before I could once again get to use my only genuine skill. My ability to remember all of my payment details without once having to look at a card.

That was until I met this form.

form

What are you supposed to do with this? It knows I have a bin registered at my property but insists I have to pick a number for an additional bin. As it was only days from the next collection I assumed that some step must be in place to filter renewals from additional orders. Be that some sort of psychic check or even someone just ringing me up.

Apparently not. Today I got my new bin to add to my collection of increasingly redundant bins. Not to worry I thought (this is completely untrue I was actually irritated like I haven’t been in years), a quick call and this will all be sorted. Except there isn’t a contact number anywhere. Fifteen minutes on the City Council web chat won me the right to ring waste management. I was told that there is a wait of twenty working days to remove a bin delivered in error. Yes, a full calendar month.

Now this could be a story of amusing incompetence but I think it points to a symptomatic flaw.

That web form was clearly designed for new customers, little thought (or I would maintain no thought) has been given to renewals. In the third year of the garden waste charge renewals are going to be the predominant users of the form. That means my error is going to be repeated.

There is an obvious and simple solution. Just amend the web form so that the drop down has an option of “Just renew”. Or if that is a particular programmatic challenge just add a zero at the top of the list. Maybe half an hours work.

But things aren’t that simple at Birmingham City Council. Because of the separation between the supplier (Service Birmingham) and customer (whatever the waste management directorate is called these days) this simple change is something that is likely to have a significant cost implication to it. I’ve no idea what the cost to get a simple change to a web page might be but I assume it must be greater than the cost of :-

All of this, times the number of people this has happened to. Of course this could be pure hysteria on my part. It’s entirely possible that as the orders come in the waste directorate can instinctively tell a renewal from a new order. But I would suggest the cost purely to deal with my issue has to be greater than paying someone to add a zero to a drop down menu. At least I would hope so.

Interestingly if you look at my bullet point list above you might notice that the webchat and call centre are managed by Service Birmingham. Theoretically that means they will get paid more money because I’m forced to engage through two channels (it’s the jargon) in order to clear up their error.

It’s simple things like this that save money and make the Council less irritating.

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