This is one of the top tasks for rubbish and recycling and is one that causes aggravation for both residents and the council, as missed bins involve extra work whether the resident’s claims are valid or not.
All shire districts and NI districts (201 councils in all). Note: this service is also provided by single-tier councils, but not tested in this survey in the interests of maintaining survey balance.
Last year we tested this on the desktop and found 57% achieved the standard. From a mobile device, however, the experience is much worse - with only 34% achieving our standard one year on. 10% of sites failed specifically because no facility for reporting missed bins online could be found (designated by our survey for the first time as an essential question).
Check ‘coverage’ to see if your council has been surveyed. Go to councils page and select your council. Look for link to task report under 2016-17 results
NB Question highlighted in red is an ‘essential question’ that must be answered correctly for the council to meet the standard for this task. Questions highlighted in blue affect star ranking
|Questions to be answered "Yes"|
|• Does the home page link me directly to the task?||77%|
|• Am I prompted to check my bin collection day before reporting a missed collection?||30%|
|• After identifying my address, is my waste collection day provided immediately?||46%|
|• Am I told what will happen after a missed collection is reported?||30%|
|• Can I report it online?||74%|
|• Does form only seek what information is necessary to accept the report?||54%|
|• Is the online report form designed for mobile?||32%|
|• In undertaking this task did you encounter any errors that seriously affected the user experience?||12%|
|• Was this task completely mobile or responsive?||25%|
|• Does a Google search lead me to the task?||88%|
|• Does the service landing page have a prominent link that takes me directly to this task?||68%|
|• Does a site search for the task return the correct result listed in the first five results?||79%|
|• Was an app offered for this task at any point in the journey?||0|
|• Would you recommend that other councils look at this implementation as an example of good practice?||8%|
|Out of date information, answered 'No'|
|• Did you come across any out-of-date information about this task?||1%|
|How effectively is this council promoting this as a task?|
|• How effectively is this council promoting this as a mobile task?||1.8|
|Overall, how do you rate the journey plus task completion?|
|• Overall, how do you rate the journey plus task completion?||1.6|
Finding the task
Completing the task
Issues with completing the forms on a mobile where the form is not responsive:
Very simple process. Asks only for address and email address and gives immediate information about what will happen.
This was a very well planned and executed customer journey – good prompt to check collection day. It’s a shame that the form displayed small on my screen – otherwise this was excellent.
This was really very good for mobile and desktop users. The only thing I would say is that you do have to click on ‘services’ rather than tasks.
Really easy to navigate and complete the task. Everything is optimised for mobile. Perhaps there could be a more positive statement to check bin days but overall very good.
Really good experience. It provides information in advance and also links to an online form, which seemed relatively easy to complete. You have to confirm that you have obeyed the rules - e.g. put the bins out at right time, etc.
Superb – completely mobile responsive, very easy to find and easy to use. The only minor quibble is there could be a direct link from the missed bin form (or just before) to ask about collection days, but they are close together on the landing page in any case.
A few features that caught reviewers’ eyes on other sites include:
The site shows a short video about non-recyclable waste collections. They switched to fortnightly collections and justify this because ‘If households are recycling well, then we shouldn’t need to collect non-recyclable waste every week’. I think this is a persuasive way of justifying the fortnightly collection, and the video is both engaging and well explained.
I really like this council’s bin collection calendar checker. You enter your postcode and confirm your address and the relevant information appears instantly (not even on a page reload as normally happens). There is also a prompt to display the full calendar.
Excellent from start to finish - a fully responsive task that was easy and quick to complete. A handy prompt to check my collection day before I start the report, and a minimum of information required when completing the form.
We assessed this task primarily from the home page.