Our recent collaboration with a team of researchers at the World Bank goes to show that it’s no different when it comes to civic participation. The team analysed almost 400,000 anonymised FixMyStreet reports to prove the hypothesis that, if a user’s first report is fixed, he or she is more likely to go on and make more.
So, just as a biscuit may give us a sugary high that we’re keen to experience again and again, the knowledge of having done ‘local public good’ is enough of a hit to bring people back to make another FixMyStreet report. In fact, they are 54% more likely to do so.
A learning for local government
What can our councils learn from this research? That responding to a resident’s report may have more than the obvious, immediate effect.
By fixing a user’s issue, a council is increasing the probability that that citizen will become a regular reporter of issues, and possibly (although this wasn’t covered by the current research) a more engaged citizen all round.
In short, it’s a two-way street. Ignore a report, and you run the risk of alienating a user enough that they never bother to engage again. Fix it, and you’ve proved the value of making contact.