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Region of Peel – Waste Management Solution

The Region of Peel approached us to create a digital experience that could divert estimated call center traffic and convey details of the program to a diverse user population.

Overview


The Region of Peel in Ontario consists of the municipalities of Brampton, Caledon and Mississauga and serves 1.4 million residents. In expectation of an upcoming change in the garbage and recycling collection program affecting over 330,000 households.

The objective of the waste management solution was to divert the large amount of estimated call center traffic to self-serve digital channels. As well, the Region of Peel was in the process of moving to a new content management system, so the proposed solution would need to exist on the new platform and be delivered quickly to align with the tight program milestones.

In January 2016, the Region of Peel switched from a weekly, garbage bag and recycling bin collection to a bi-weekly cart-based collection program. The new program changes the frequency and method of waste collection for over 330,000 households in Brampton, Mississauga and the Town of Caledon. The new Garbage and Recycling carts are available in 3 sizes (small, medium and large). Default cart sizes are based on housing type and insights gained from a pilot program and experiences of other Canadian municipalities that have implemented similar programs.

The Interpix Approach


Our approach involved engaging a number of different stakeholders from the digital, program and technical teams. There was a tight coupling between the technical requirements and opportunities (OpenText, Salesforce), AODA compliance and the proposed solution. All concepts were usability tested with target citizens and updated accordingly. Weekly workshops were facilitated with all involved parties to ensure consistency and acceptance across the organization.


Success


The result, a simply useful™ experience that received rave reviews from all parties and huge uptake from citizens. Within the first three months of the project launch the website received over 558,000 views, with over more than 80% of eligible households confirming their carts. As well, the key objective to divert at least 20% traffic from the call centre was greatly exceeded, with the total number cart confirmations done through the call centre at 3%, versus 97% through the website.