“Initially, we were keen to drive as much traffic as possible through the website, however we needed to offer residents an alternative method to set-up a subscription. The waste and recycling team wanted there to be a telephone payment option, to offer flexibility."

"It was hard for us to anticipate the demand in the new subscription service, however we had done our homework and seen how other councils had handled the introduction of the paid-for garden waste service. We knew to expect a significant peak in calls during the registration time frame and …