Issue: UpCity is committed to providing reliable waste collection services. Occasionally, due to various factors, a scheduled garbage, recycling, or compost pickup may be missed. This article details the process for UpCity citizens to report a missed collection and explains how the city addresses these requests to ensure timely service.
Purpose: To guide UpCity citizens on how to accurately report a missed garbage pickup and inform them about the city's resolution process, ensuring their waste is collected efficiently.
Required Information for Reporting a Missed Garbage Pickup:
To enable UpCity's Waste Management Services to quickly investigate and reschedule a collection, please be prepared to provide the following key details when reporting a missed pickup:
• How long since the garbage wasn't picked up (from TimeSinceMissed attribute):
◦ Please confirm your scheduled collection day (e.g., Tuesday) and the date the collection was missed.
◦ Indicate if this is the first time it has been missed or if it's a recurring issue.
• Where exactly the missed item was placed (from PlacementLocation attribute):
◦ Specify the exact location where your bins were placed for collection (e.g., at the curb, in the alleyway, at the end of the driveway).
◦ Confirm if the bins were accessible and not blocked by vehicles, overgrown vegetation, or other obstructions.
• What color or type of bin was missed (from BinTypeColor attribute):
◦ Identify which specific bin(s) were missed:
▪ Black Bin: For general garbage.
▪ Blue Bin: For recycling.
▪ Green Bin: For compost and organic waste.
◦ Specify if all bins were missed or only particular types.
Reporting Process:
UpCity citizens can report a missed garbage pickup through the following official channels:
1. UpCity 311 Online Portal (Chat/Web Form): Visit the UpCity 311 website to use our chat service or fill out a dedicated missed collection report form.
2. UpCity 311 Phone Line: Call 311 during operational hours to speak directly with an UpCity Service Representative (CSR).
Resolution Process and Timelines:
1. Case Creation: When a citizen reports a missed pickup (e.g., via chat), the Customer Intent Agent identifies the "Missed Garbage Pickup" intent and prompts the CSR (Kunal) with questions to gather the necessary details. Simultaneously, the Case Management Agent automatically creates and pre-populates a service request (case) in UpCity's system, saving manual data entry time
2. Investigation & Rescheduling: UpCity Waste Management reviews the reported details. If criteria are met, a re-pickup will be scheduled, typically within 1-2 business days.
3. Communication & Follow-up: The CSR will communicate the re-pickup schedule. The Case Management Agent can monitor email communications, generate follow-up messages if the customer hasn't responded after a certain period, and present them as suggestions to the CSR.
4. Case Closure: Once the re-pickup is confirmed complete by the citizen, the Case Management Agent detects this positive confirmation from email replies and presents an insight to the CSR, suggesting the case be resolved and pre-populating resolution details for quick closure.
Important Notes for UpCity Citizens:
• Ensure your bins are placed at the curb by 7:00 AM on your scheduled collection day.
• Keep bins at least 1 meter (3 feet) from obstacles and clear of parked vehicles to allow for easy access by collection crews.
• Overfilled bins or bins containing prohibited items may not be collected.