Cleanaview Customer Portal for Cleanaway (Award-winning platform)

CLIENT

Cleanaway

Listed in the ASX top 100, Cleanaway (ASX: CWY) has helped Australia reduce, reuse, recycle and safely dispose of waste for over 50 years. With sustainability at the heart of their business, Cleanaway take pride in supporting and educating communities to increase resource recovery.

BRIEF

Empower councils to deliver exemplary customer service

Cleanaway recognised an opportunity to improve service between their fleet and local councils by introducing a digital waste management solution. Developed in partnership with Conduct, the award-winning Cleanaview customer portal integrates disconnected data systems into a unified dashboard. The platform delivers real-time insights into Cleanaway services. Simplified reporting and data visualisation streamlines communication between councils and rate-payers.

Time savings and independence with a self-service portal

Research and user-testing with over 50 stakeholders and vendors – including Cleanaway customers, truck drivers, and local council staff – revealed shared attitudes and pain points in the waste management cycle. Commonality in customer requests lead to the design of a self-service platform concept. Access to real-time truck data and the digitisation of service requests eliminates phone calls, emails and ultimately service delays.

From concept to implementation in five months

Cleanaview required urgent design and build to meet a delivery deadline from two councils. Collaborating closely, Conduct and Cleanaway adopted a human-centred approach to the platform’s rapid development. A co-designed MVP was continually updated and iteratively tested based on user feedback. In the absence of a competing product to benchmark success against, Cleanaview is a unique and fit-for-purpose platform.

A new digital service ecosystem

Cleanaview was created in support of contributing to a more sustainable future. Trucks equipped with Cleanaway technology are fitted with cameras to capture waste insights. This live view improves recycling and enables potentially dangerous or contaminated materials to be intercepted before arriving in landfill. Cleanaview is a complete, integrated digital solution – the suite of connected apps reduce reliance on paper-based systems and promote transparency by reporting disruptions in real-time.

“Now users can access data in real-time and self-service in one space, which is massive and we've had great feedback." Wes Fischer — Cleanaway

Results

Available in 23 councils around Australia
Enhanced service to rate-payers through first contact resolution (previously up to 48 hours to resolve service requests)
Addendum MyView App allows Cleanaway drivers to safely report issues en route
Real-time insights and automated reporting for events, vehicle runs, and work orders
Comprehensive asset movement and event history on interactive map display