Customer Story

City of Sunnyvale, California

Providing Curbside Collection for 150,000 Residents

Sunnyvale, California, is the second largest city in Santa Clara County. There, the city services around 150,000 people, providing curbside collection services for single and multi family homes, as well as commercial properties.

  • 64.34%

    Increase in bulky item requests

  • 3.5%

    Decrease in call volume

Challenge

  • Customer service representatives were fielding some 50 to 100 requests for collections per week, and even more toward the end of the year as the community tried to schedule their remaining allotted bulky pickups.
  • Dirty, smelly carts were a barrier to community participation in the organics program.
  • Recycling confusion and frustration with new programs was mounting.

Results

  • Customers know they can just go to the website or use the app; it’s super convenient for them and they know it’s there.
  • Cleaner recyclables lead to lower contamination rates, helping the city march towards meeting their 2030 Zero Waste goal
  • Digitized 100 Special Collection Requests weekly; Bulky item requests increased 64.34% (5000) while call volume decreased 3.56% (200) from 2017 to 2020.

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