Improving Citizen Satisfaction in a Residential Township

In today’s tech-savvy communities, residents expect timely waste services, quick responses, and full transparency. But for one large residential township managed by a private contractor, growing dissatisfaction was becoming hard to ignore.
Missed pickups, unanswered complaints, and zero visibility into schedules were creating daily frustrations—and flooding the office with phone calls.
That’s when they decided to empower their residents—with the SmartWaste Citizen App.
What followed was a complete shift in how citizens interacted with waste services—bringing down complaint volumes, improving response times, and building long-term trust.

A large residential township managed by a private waste contractor faced growing public frustration due to:

• Missed waste pickups without any prior notification, causing confusion among residents.
• No clear way to raise complaints, leading to repeated calls to the township office.
  
• Lack of visibility on collection schedules or bin status.
  
• Delayed responses from staff, reducing trust in waste management services.
• Low citizen participation in reporting issues or giving feedback due to manual processes.

After implementing the Citizen App, the township achieved:

• Real-time waste collection updates, including schedule notifications and vehicle tracking.
  
• A user-friendly interface to raise complaints with photo attachments and live status tracking.
  
• Bin status visibility and last pickup details for each household.
  
• Integrated feedback module to gather citizen insights periodically (daily, weekly, or monthly).
• In-app access to bill payments and service records for full transparency.

• 75% reduction in complaint-related calls, as residents began using the app for issue reporting.
• Faster response times, with 60% of complaints resolved within 24 hours.
• Increased trust and engagement, as users could track collection vehicles and status in real time.
  
• Consistent feedback collection, helping the service provider refine operations and improve service quality.
• Enhanced transparency, positioning the contractor as a tech-driven, citizen-first service provider.