Purpose

The
introduction of a booking system for the Household Recycling Centre (HRC)
service.

Content

To introduce a HRC
booking system and to proceed with online bookings only if the Intelligent
Virtual Agent is not ready to handle phone bookings.

Reasons for the decision

Dorset Council
operates 10 HRCs, handling around 55,000 tonnes of materials annually with a
cost of approximately £5.12 million for the fiscal year 2024/25. Additionally,
Dorset Council pays £737,416 per annum to neighbouring authorities to allow
Dorset residents to use their HRCs (Hampshire County Council £302,416 and BCP
Council £435,000).

 

A part year saving
of £60,000 was put forward by the Waste Service for the 2025/26 financial year,
from restricting neighbouring authority residents form using Dorset’s HRCs. The
introduction of a booking system is required to allow for this saving to be
delivered. This saving was included in Dorset Council’s 2025/26 budget which
was approved by Full Council on 11 February 2025.

 

The key benefits
and deliverables from introducing a booking system are:

 

(i)       Reduce disposal costs from preventing
non-Dorset residents from accessing the HRCs for free.

 

(ii)       Improve
the visitor experience and pollution from reduced queues to access HRCs.

 

(iii)      Deter trade waste abuse

 

(iv)      Improve
communication with customers by providing timely updates, reminders and
notifications through the booking system.

 

(v)      Provide essential new data on site usage,
visitor patterns, and customer feedback to support future data-driven decision
making

Alternative options considered

The booking system
has been developed following consultation with other local authorities who have
introduced similar systems. Alternative delivery of the systems has been
considered and the intended implementation method is considered optimum in
terms of service delivery and value for money.