New Suffolk Recycling Centres online booking system improvements to deliver greater customer experience

Published

Suffolk County Council has developed a new, more user-friendly booking system which enables residents to book slots for recycling.

For bookings from 27 September, people can view all available time slots in real time, to see which booking slots are free at any given moment. The system allows you to book up to seven days in advance. If circumstances change, you can easily cancel your slot up to one hour beforehand or equally, you can click to amend your booking if required.

The system is also able to advise customers on which sites accept specific materials, such as plasterboard to ensure the correct type of booking is made to save customers’ time, and it can also be used to share real time messages with customers, for example if any site needs to close due to adverse weather or emergency situations. The new booking system is connected to automated numberplate recognition to allow for a trial of automatic entry gates.

Customer survey results show overwhelming support for the use of a booking system and the Council has gathered feedback from customers and site staff on how the booking system can be further improved, which have shaped the design of this new system. Through the use of bookings the council can avoid the frustration of long queues at peak times and increase the overall throughput and efficiency of the service for residents.

Suffolk County Council’s Cabinet Member for Economic Development, Transport Strategy and Waste, Councillor Richard Smith said:

“During the last 16 months through the pandemic, it was important that we managed access to Suffolk’s Recycling Centres in a safe and organised fashion to ensure the safety of residents visiting to recycle their waste as well as that of our staff and contractors working on site. I am very pleased that sites are now back to full capacity and the new booking system will allow us to make adjustments to the system to make best use of all available slots at every site.

“The system has been developed with our customers in mind, with staff taking on board the views and comments received through regular customer feedback and interactions over the past year. Our site teams have done a great job in maintaining high levels of customer service during such difficult circumstances and as we begin to recover from Covid as a county. I am pleased to launch this new online service to help people access the services they need, when and how they want to.”

To make your booking, visit suffolkrecycling.org.uk.