Efficient waste management and citizen communication in Danish municipalities

Open Experience was to develop a platform that could handle the high demands of accurate and efficient citizen communication. Even small errors in information created waves of inquiries, which strained the resources and support departments of municipalities. The solution was to ensure that citizens received the right information at the right time and that communication was both reliable and easy to understand. In addition, the platform needed to be flexible enough to integrate with existing systems and be adapted to the needs of individual municipalities, while meeting the requirements of accessibility across digital platforms. The solution should:

• Reduce support load by providing accurate and timely information.
• Ensure reliable communication that prevents mistakes and misunderstandings.
• Develop solutions that can be adapted to both common and local needs.
• Integrate existing waste solutions into a unified platform.
• Provide an accessible and user-friendly experience for all citizens.

The solution should not only streamline the work of municipalities, but also create value for citizens by providing a supportive platform that fosters engagement and trust. It was intended to reduce complexity, increase efficiency and ensure a better citizen experience with a focus on sustainability and smarter waste management.

We have developed an accomplished platform that delivers tailored solutions to municipalities and at the same time creates a seamless user experience for citizens. The platform is designed with a focus on completed user journeys that support citizens all the way — from first contact to the solution of their needs. The combination of key components ensures accurate communication, reduced support load and increased citizen engagement.

• Garbage App: A mobile application developed with Flutter that makes it easy for citizens to find pickup dates, receive service messages, order services, contact the municipality and get information about recycling sites. The app offers targeted and personalized communication via push notifications, making it a natural part of citizens' everyday lives.
• Self-Service Web Widgets: Vue.js-based widgets that allow citizens to cope with tasks such as orders and information search directly on municipal websites. They are developed with a common design system to ensure high availability and ease of use, relieving the support of municipalities.
• RecyclingCMS (customer portal): A central portal where municipalities can manage citizen inquiries, send messages, view statistics and manage waste schemes. This creates an efficient workflow and makes it possible to provide citizens with timely and relevant information.
• Centralized API: Designed to integrate and synchronize data from third-party systems, ensuring that all information is correct and accessible across the solution.

The platform additionally integrates with public data sources such as MiTiD, CVR, BBR and DAWA to ensure data quality and security. It combines multiple communication channels such as SMS, email and push notifications to deliver timely and accurate information to citizens. At the same time, well-planned user journeys support citizens in finding solutions quickly and easily, fostering engagement and trust. This holistic approach strengthens cooperation between municipalities and citizens, reduces costs and helps achieve municipal sustainability goals.

The solution has led to significant improvements in municipal waste management and citizen communication. By centralizing and automating key processes, the support burden has been significantly reduced, freeing up resources for other critical tasks. Municipalities are now experiencing more efficient handling of citizen inquiries, improved data integration and higher quality of service.

Personalized notifications and intuitive self-service solutions have lifted citizen engagement, increasing participation in waste management and advancing sustainability goals. The reduced cost of communication and administration allows municipalities to prioritize development and innovation.

The solution is already used by more than 10 municipalities and supports hundreds of thousands of citizens, strengthening the relationship between municipalities and citizens and paving the way for smarter and more sustainable public services.