The City of Durham, North Carolina, decided to go digital with waste and recycling communications in 2009, a big move that helps Solid Waste Management share information and make routes scalable for urban growth. Serving about 78,000 total households, the City recently conducted a reroute that changed collection days for roughly a quarter of them. They used the digital communication platform, Durham Rollout, in concert with mailings to educate residents, resulting in lower-than-expected call volumes to Durham One Call, the city’s information service. In addition, the City recently revamped its bulky collection service program from a model that required crews to drive the city and scan for large items on the curbside, to a fully online, self-service model that allows residents to schedule the pick-ups. The City of Durham successfully uses digital tools to create room for growth, provide enhanced services, and keep residents informed about changes in service delivery and programs.
Contributor/Source
Jim Reingruber;Brittany Loffredo
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