Contactless Service And Operations: Waste Management

Contactlessservice and operations:Waste managementImproving and enabling human-oriented serviceand operations in response to COVID-19CONFIDENTIAL AND PROPRIETARYAny use of this material without specific permission of McKinsey & Companyis strictly prohibited

The IDEA Framework in action: sector examplesContactless Service andOperations was developed to providea framework for reevaluating anorganization’s key customer andemployee journeys and interactionsin light of COVID-19. It focuses onmaking those journeys andinteractions better not just safer.The goal of the IDEA Framework is tohelp organizations reimaginesmission-critical priorities, investments,and operations while providing the“human” elements related to service.This document provides a sectorspecific example on how the processof the IDEA Framework could beapplied.Organizations should follow localregulations and country-specificcircumstances before implementationof specific interventions.If you would like to view additionaldetails of this approach please clickhere (link to CxO)This content consists of insights fromMcKinsey’s operations and designpractice and is provided “as is” solelyfor informational purposes. It does notconstitute or is intended to be legal orsafety advice. Organizations shouldconsider all applicable laws,standards, and country-specificcircumstances before adopting anymeasures. Organizations shouldengage their own legal counsel andsafety experts to ensure compliance.McKinsey & Company2

The IDEA framework provides a process that can help identifyhuman-centered solutions for evolving business scenariosIdentify interactions& areas of concernDiagnose & prioritizeareas of concernDevelop &Execute solutionsIdentify the types of workenvironment relevant to thebusinessPrioritize areas of concernusing multiple lenses:Develop and roadmapsolutions across threehorizons: Type of interactionsIdentify types of in-personinteractions for priority journeyswithin three main buckets: Evolution of customer andemployee experience Employee to employee Implications on operationsand cost Employee to customer Customer to customer Immediate needs to continueor re-start critical operations Re-prioritizing andaccelerating key initiatives Investment in distinctive longterm solutionsAdapt & sustainOperationalize solutionsacross the organization,iterating and adjusting to meetthe needs of the evolvingsituationEmpower teams to stayahead of emerging situationsand bring learning back to theorganizationOrganizations should engage their own legal counsel and safety experts to ensure any adopted measures are compliant with applicable laws and standards in their jurisdictions.McKinsey & Company3

Waste management-MunicipalThe first step of the IDEA framework is to identify interactionsand areas of concern across key journeys and interactionsILLUSTRATIVE EXAMPLENONEXHAUSTIVEDetailed areas per type of interaction and operationGoods transferEmployee toemployeeInteractiontypes Handling paperwork (incl. work plan andpick‐up schedule)Collecting and combining wasteLoading and unloading wasteSharing devices, equipment, vehicles, andother work supplies Employee tocustomer Recycling bin hand‐off door‐to‐doorDistributing recycling materialsHandling waste from bin to the truckExchanging hazardous waste at transferstation Customer tocustomer Sorting waste in common area (incl. streetand apartment)Moving recycling bins Internal tasks/processesServices In‐person clocking in and outOperating trucks (incl. refilling gas) andshipping wasteWorking closely with other employees tocomplete trash‐collection duties Coordinating pick‐up with customerIn‐person communication and assistance aboutcustomer’s needs at waste‐transfer station Interacting with other customers while waitingat the waste transfer stationUsing same hazardous waste collectionwindow Workplan set‐up and truck dispatchSorting, collecting, and further transferringwasteCleaning, maintaining, and operating thewaste‐transfer station, landfills, andrecycling centerProcessing waste service request from thecustomersProcessing customer’s hazardous wasteFollow‐up communication with customersSharing air circulation (incl. elevator andgarbage room) in the propertyTouching the same surfaces, includingelevators and binsOrganizations should engage their own legal counsel and safety experts to ensure any adopted measures are compliant with applicable laws and standards in their jurisdictions.McKinsey & Company4

Waste management-MunicipalOnce identified, organizations are advised to diagnoseand prioritize areas of concernILLUSTRATIVE EXAMPLEE2E: Employee to employee E2C: Employee to customer C2C: Customer to customerCustomer acquisitionCustomers requestservicesService contractsign-upWaste collection and processingWork planset-upWaste collectionWaste transferWaste recyclingWaste processingWaste utilizationWaste recoveryMunicipal waste collection and processing journeyCustomerspre-sort wasteEmployees pick up wasteand load onto truckEmployees deliver wasteto treatment facilitiesEmployees sort waste, collectand bale reusable materialEmployees ship waste forfurther treatmentPotential interactionsE2C Delivering recyclingbins to customersC2C Customers sharingrecycling and landfill binsE2E Employees working on thesame truck or routeE2E Sorting and collectingmaterialE2E Dispatching truck andcoordinating internal workE2C Handling waste bins andtouching wasteE2E/E2C1 Unloading waste fromvehicles at transfer stationE2E Processing recyclablesfrom waste packagingC2C Interactions betweencustomers in common areasE2E Combining several garbageloads into oneE2E Operating and maintainingtransfer stationsE2E Recovering, segregating,and baling reusable materialE2E Transferring to otherdestinations including landfills,energy stations, andmanufacturing sitesE2E Further processing1.Customer will directly send the waste to the transfer station if it’s hazardous.Organizations should engage their own legal counsel and safety experts to ensure any adopted measures are compliant with applicable laws and standards in their jurisdictions.McKinsey & Company5

Waste management-MunicipalCompanies can seek t0 develop and execute solutions to helpimprove safety and experience across key business elementsILLUSTRATIVE EXAMPLEPotential levers thatcould be utilized insolutionsNONEXHAUSTIVEInnovations and improvements could address guest and associate safety and comfortin and around the municipal waste‐management siteCBARe‐designed low‐touch devices andinterfacesSmart recycling system to identify high‐risk waste items (ie, face masks)CFLIJAKProcessesHBWorkspace layout and flow thatsupport physical distancingDEGSmart fleet management to minimizein‐person interactionsAutomated waste sorting andrecycling systemERecyclingcenterPublicentranceH Sanitation of recycling kioskIScheduled regular disinfectionfor equipment, vehicles, andworkspaceJUpgraded PPE for employeesand ionFG Limitation on the number ofcustomers in the waste‐transfer stationNew offers &servicesPoliciesPotential additionalexamplesK Improved air filtration andventilation systems in thepropertyL Additional separation for thehigh‐risk wasteM Fixed crews to limit exposurebetween teamsCompletely digital recycling process(ie, online tracking, digital receipt)Organizations should engage their own legal counsel and safety experts to ensure any adopted measures are compliant with applicable laws and standards in their jurisdictions.McKinsey & Company6

Waste management-MunicipalThe last step to consider is to pilot, adapt, and scale solutions asappropriate, keeping employee and customer experience in mindILLUSTRATIVE FUTURE STATE JOURNEY EXAMPLECustomer acquisitionPotentialactions toconsiderReopenReopen &immediateneedsWaste recyclingWaste collection and processingService set-up/pre-sortCollectionTransferProcessingWaste recovery Receiving equipment in person(incl. recycling bin) Pre-sorting waste bycustomers Meeting other customers whilethrowing trashContactless equipment drop-offCommunication with customers onsafety effortsCustomers interacting in trashroomsSanitation of common space Pulling the bin to thestreet/moving it backTouching and handling wastewhen moving it to the truckCombining waste loadsTruck operatingUnloading waste from vehiclesConstructing, operating, andmaintaining transfer stations Sorting and collecting materialProcessing, recovering,segregating, and balingreusable materialReceiving receiptMinimize direct pick-up interactionbetween employees and customersLimited number of employees in thesame fleet and workstreamProvide sufficient distance atworking space for processingUpgraded PPE for employeesand customersCourtesy gloves, wipes, and handsanitizer available at transfer stationSeparate the high-risk waste (eg,waste from contaminated area)Provide dedicated hours forhigh-risk area (incl. low SESarea)Enforce physical distancing intransfer stationsSchedule additional disinfectionfor equipment, workspace, andcustomer kiosks Transferring to otherdestinations (incl. landfills,energy stations, andmanufacturing site)Further processingDisinfecting wasteEnforcing physical distancingwhen exiting recycling centerLimited interaction betweendifferent stakeholders (eg,transportation worker and landfillsafety guard)Touch-free municipal waste management sRe-designing low-touch devicesand interfaces (incl. bins anddoors)Providing digital waste categoryreference for pre-sorting todecrease future manual sortingApplying additional self-sortingfor the high-risk waste (incl.mask and pharma equipment)Increased sanitation andstreamlined collection processSmart waste collection andcombining systemWaste-collection routeoptimization based on big datato decrease employee exposureAutomatic sanitation of wastebins during pick upMore touch-free fleetmanagement and logisticsolutionsAutomated waste sorting,recovering, segregating, andbaling processMore automated transfer stationoperation and maintenanceContactless digital hazardouswaste recycling methods (eg,digital payment, paperless receipt)Sensors to limit the number ofemployees and increase thedistance between employees inthe working areaVirtual customer guidance forhazardous waste (eg, mobile)Optimized and streamlinedwaste recovery workflowWaste transferring and treatingsystem that is more automatedDigital tool that enables wastefootprint trackingAutomatic sanitization of therecycling kiosk after each useHazardous waste pick-up serviceupon requestOrganizations should engage their own legal counsel and safety experts to ensure any adopted measures are compliant with applicable laws and standards in their jurisdictions.McKinsey & Company7

Optimized and streamlined waste recovery workflow Waste transferring and treating system that is more automated Digital tool that enables waste footprint tracking Touch-free municipal waste management processes Customer acquisition Waste collection and processing Waste recycling Reimagination Distinctive long-term solutions Reopen & immediate .