Basildon Borough Council is a waste collection authority serving approximately 80,000 households. To modernise its waste and recycling services, the council introduced Causeway Alloy, now CausewayOne Asset Management, across refuse, recycling, garden waste and bulky collections.
The rollout, which went live at the end of April 2025, focused on digitising frontline operations and improving visibility across the service. It has given crews, supervisors and back-office teams a more connected way to manage day-to-day work, while laying the foundation for wider service transformation.
The Challenge
Before implementation, Basildon’s waste service relied heavily on manual, paper-based processes. Tasks such as missed collections and bulky waste requests were printed and passed through multiple teams before reaching crews and then returned to be closed down. In some cases, jobs passed through seven or eight pairs of hands, creating delays and limiting visibility.
The service also faced:
- Limited performance visibility
- Delayed understanding of crew activity
- Slow response times to complaints and service requests
- An inability to effectively optimise routes
Crews often returned to properties where waste had been presented late, even when the issue was known, leading to inefficiencies and frustration.
These challenges intensified as the council changed its collection services to meet new legislation. This increased service demand and placed pressure on the team to improve productivity and responsiveness whilst having to focus its resources.
The solution
Basildon implemented CausewayOne Asset Management to digitise frontline operations and create a real-time link between crews, supervisors and back-office teams.
Tablets were installed across collection vehicles, replacing paper rounds with live digital schedules, automated reporting and access to property-specific information such as assisted collections and contamination notes. Crews can now receive and action reactive tasks, including missed bins and complaints, while still out on their rounds.
A key part of the solution is integration with Microsoft Dynamics, Basildon’s front-end customer system. Information passes between Dynamics and CausewayOne Asset Management via APIs, improving visibility of customer enquiries and operational outcomes across the service.
The council selected CausewayOne Asset Management, following extensive market research and demonstrations. A key factor was its flexibility to support not only waste services, but a wider range of environmental services over time.
Change management played a central role in the rollout. The council worked closely with internal IT teams and delivered tailored training for back-office staff, supervisors and crews. Drop-in sessions allowed teams to test the system ahead of go-live, supported by internal champions who helped build confidence. Basildon also worked with trade unions and introduced signed user declarations to ensure safe and appropriate use of the technology.
“CausewayOne Asset Management has given us much better visibility of what’s going on in the service. We’re no longer relying on pieces of paper moving between teams, and that means we can track jobs, respond to issues more quickly and ultimately improve our services for residents.”
Alan Underdown, Head of Borough Operations, Environmental Services, Basildon Borough Council
The results
The council has seen clear service improvements since implementation. Comparing like-for-like 10-month periods (April–January) before and after rollout:
- Assisted missed collections reduced by 9%
- Resident complaints reduced by 7.4%
- There has been a 45% reduction in missed collections when comparing March 2024 to February 2025 and March 2025 to February 2026.
Alongside these measurable improvements, the council has strengthened day-to-day operations:
Improved visibility and control
- Crews have clearer visibility of their daily tasks
- Supervisors can track job progress in real time
- Daily Power BI dashboards support KPI reporting and earlier intervention
Faster and more consistent service delivery
- Crews can action missed bins and complaints while still on their rounds
- Issues are resolved quicker, reducing delays
- Back-office teams can manage enquiries more efficiently with better information
Better communication with residents
- The council can respond more quickly and consistently to enquiries
- Recorded service data helps explain outcomes and reduce repeat contact
- Residents benefit from more reliable collections and faster response times
More efficient planning and operations
- Route optimisation discussions are now possible using real data
- Supervisors have greater insight into round pressures and service issues
- The service can better identify patterns such as repeat issues or presentation behaviours
Reduced reliance on manual processes
- Paper-based workflows have been removed
- Fewer manual handoffs reduce the risk of errors and lost jobs
Efficiency and cost savings
- The council has identified savings linked to the project, including:
- Reduced printing costs
- Streamlined back-office activity
- More efficient use of crews
- The service has also reduced the number of crews required, improving overall efficiency
- Total savings delivered: Over £350k so far
- Equivalent operational saving: Approximately 2 crews per year
The council noted that while financial savings are important, the most significant benefits have come from improved service outcomes for residents via improved efficiency, visibility and responsiveness.
Looking ahead
Basildon is now preparing to extend the use of CausewayOne Asset Management. The next phase will focus on trade and commercial waste services, building on the initial domestic waste rollout.
Beyond this, the council has plans to roll the platform out across wider environmental services, including areas such as grounds maintenance, street cleansing and tree management.
This phased approach reflects the council’s intention to expand the use of the platform over time, supporting a more connected and efficient way of managing services.
Want to see how CausewayOne Asset Management can help you run more efficient, connected services? Speak to our team today.
