Customer story

Mobile asset management makes North Lanarkshire Council more responsive to residents.

In North Lanarkshire Council, east of Glasgow, the department of environmental assets is responsible for 185,000 properties. Managing the assets housed on all these properties is a massive undertaking. The council had used Precisely Confirm software for almost two decades when managers saw an opportunity to improve efficiency.

As an example, Steven Broadfoot, customer service and compliance manager for environmental assets, explains how the council formerly handled resident complaints about graffiti. The call center would log the call, then email information to the appropriate depot, where an administrator would print the message and place it in the mailbox of the local graffiti supervisor. The supervisor would then assign it to a crew. When the crew had removed the graffiti, they would fill out a paper form describing their actions and hand the form to the supervisor, who would pass it to an administrator, who would log it into the Confirm asset management system.

Similar processes governed other public inquiries, such as those regarding headstones in cemeteries, play structures in parks and “fly tipping” (illegal dumping). “These were long, drawn-out processes,” Broadfoot says. “The interval between receiving an inquiry and logging our response in Confirm might be three or four days.”

Mobile asset management makes North Lanarkshire Council more responsive to residents