PROJECT
Consultancy Services
Consultancy Services
Bridgend was the first local authority outsourced contract managed by Plan B and therefore it was critical to meet and exceed the high-performance standards expected by the Bridgend client. Plan B identified areas for improvement that needed to be addressed which included round completion, missed collections and resident satisfaction.
As part of the contract mobilisation Plan B developed an improvement plan to address key service areas. Plan B invested in the management and supervisory team with 360 reviews, training and a highly responsive approach to issue resolution. There was a renewed focus on the management of front-line staff, which resolved longstanding issues and has created a more customer-focused workforce.
Vehicle unreliability was causing unacceptably high levels of missed collections. Plan B invested in refurbishing vehicles as a first step to improving service stability. To ensure ongoing reliability and vehicle availability, vehicle maintenance was bought under Plan B’s management from the previously outsourced provision and substantial investments were made in new vehicles and equipment.
Since Plan B started service delivery the contractual KPIs have improved significantly with a 25% reduction in missed bin reports and a strengthened relationship with the client based on partnership working. Residents are noticing too with crew complaints down by 22%, whilst compliments are up 186%.
Plan B have continued to invest in the contract to support high levels of performance. New equipment and vehicles have been purchased and there is now a programme for vehicle replacement, further improving service reliability.
To provide the best experiences, we use technologies like cookies to store and/or access device information. Consenting to these technologies will allow us to process data such as browsing behaviour or unique IDs on this site. Not consenting or withdrawing consent, may adversely affect certain features and functions.