The Customer
Ards and North Down Borough Council transformed the way residents access waste and recycling services by introducing a more intuitive, digital-first experience. Working with GOSS and its implementation partner, the council developed an integrated solution that provides residents with easy access to personalised collection information and enables them to report waste-related issues online using accurate, real-time operational data.
New Approach
The new approach has simplified customer interactions, particularly for mobile users, while reducing demand on customer service teams through greater use of self-service. Improved integration with operational systems has also provided more reliable information, enabling faster responses and reducing the need for manual intervention.
The project demonstrates how user-centred digital design and intelligent system integration can improve both the customer experience and operational efficiency. By making essential services easier to access and manage, the council has created a scalable platform that supports ongoing service improvement and delivers measurable benefits for residents and staff alike.
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