Since its launch, our Resident Portals have been consistently updated based on resident and council feedback, becoming more accessible and easier to use with every iteration.
Since its launch, our Resident Portals have been consistently updated based on resident and council feedback, becoming more accessible and easier to use with every iteration.
The Resident Portal is our online waste services solution designed to help councils and residents manage their services more efficiently and conveniently.
The Resident Portal is available 24/7, allowing residents to book municipal waste services provided by Cleanaway to their council at their convenience. This can include bin repair and replacement requests, hard waste collection bookings, and missed bin service reports. Requests and reports are tied to a resident’s address, ensuring the right household gets the correct allocated services and responses.
In municipalities with Resident Portals, up to 50% of all waste service requests and reports are made via the portals, reducing call centre volumes. Less time spent on the phone allows council teams to focus on providing quality customer service.
Tailored to councils
Councils can customise the Resident Portal to display area specific information about changes to waste services, collection schedules and hard waste collections. If required, services can be restricted to specific addresses and regions.
Residents can also receive customised messages on different booking screens and reminders for services booked. Councils are provided with administrator access to ensure all bookings and reports are processed correctly. This also gives councils almost real-time customer service insights for better reporting.
Waste and recycling education
Our Resident Portals play a significant role in educating users about their waste services. The website and booking process provide opportunities to share and highlight relevant waste information and recycling best practices. The Resident Portal can also include education resources such as videos, posters and more.
Accessible for all
Cleanaway’s Resident Portals are compliant with the Web Content Accessibility Guidelines (WCAG) AA standards. The WCAG is a set of recommendations for making websites more accessible to all users – from people with disabilities to users with limited devices such as low-powered mobiles.
A recent update to the Resident Portal now allows residents to navigate completely by keyboard. This enables residents who may not be able to use a mouse or navigate visually on a website to use the Resident Portal service. Visual improvements to the text were also made to make it easier to read. Text sizes, contrasts and padding have been adjusted to meet the WCAG AA standards.
Our Resident Portals have also been optimised for users who rely on user agents and assistive technology. Screen readers and other applications can now detect the Resident Portal as being written in Australian English, loading the right pronunciations and character scripts as needed.
Continuous improvement
The Resident Portals are a demonstration of our commitment to customer service and continuous improvement. Since its launch, it has been consistently updated based on resident and council feedback, making it more accessible and easier to use with every iteration.
To learn more about the Resident Portal and our other municipal services, contact Cleanaway today.