Published 20 September 2024
West Dunbartonshire Council’s online chatbot has scooped the prestigious Service Innovation and Improvement award at this year’s COSLA Excellence Awards.
The award, presented at the annual ceremony last night, celebrates the Council’s commitment to delivering high-quality, accessible services through digital innovation.
The online chatbot, launched last, works by guiding residents who wish to log a missed bin collection through a series of questions before sharing the information with the service to action. Available 24/7 on the Council’s website, the chatbot also allows residents to track the progress of the work, including real-time information about when the teams will recollect.
Its introduction has enhanced customer support and improved response times for residents who are reporting missed bins.
The Council plans to further develop the chatbot’s capabilities expanding the range of services offered online.
Laurence Slavin, Chief Officer of Resources said: “We are thrilled to have won and I am delighted the collaborative work across multiple service teams to develop and implement the chatbot has been recognised. Our online chatbot is a great example of how we are harnessing digital solutions to improve engagement with our residents and enhance our services. Being recognised for this award reflects our commitment to delivering fast, efficient, and accessible services that put residents first and we’re looking forward to exploring new ways of improving that experience.”
Gail MacFarlane, Chief Officer of Roads and Neighbourhoods, said: "The chatbot has been a fantastic tool to help us improve efficiency in our service. The chatbot streamlines contact from residents to employee and we’ve seen a significant improvement in our responsiveness and efficiency to collecting missed bins. This award is a great achievement and everyone involved should be proud of the impact the chatbot has made in West Dunbartonshire.”