Over the last few months, we’ve been working with Hackney Council to design and make a Freedom of Information management system, imaginatively named FOI For Councils — and last time we left you with our pre-development thoughts. Well, now it’s up and running.
With this project, we had two main aims:
- first, to make the process really slick and easy to use for citizens;
- second, to reduce the quantity of FOI requests submitted, relieving some pressure on the Information Officers at the receiving end.
The solution we came up with achieves both those aims, and there’s one feature in particular that we’re super-excited about.
Case Management Integration
One of the development decisions taken early on was for the system to be a very lightweight layer, largely powered by the new Infreemation case management system that Hackney were in the process of commissioning.
Infreemation is targeted primarily at Information Officers, so there was no use in reinventing the wheel and building a heavy backend for our own FOI for Councils software.
Instead we built the FOI request process, using our experience in designing for citizens, and submitted the data directly to Infreemation using their API. This means that every request goes straight in to the case management system used by Information Officers, with no need for double entry; a set-up we’re very familiar with from our work integrating council systems with FixMyStreet.
Information Officers respond to the FOI request through Infreemation, and when they publish the response to Infreemation’s disclosure log, FOI for Councils can pull that response into its innovative suggestions engine, which we’ll discuss shortly.
All this means that Information Officers get to use the tools that are designed directly with them in mind, but citizens get the best experience possible for the process at hand, rather than trying to battle the typical generic forms offered by one-size-fits-all solutions.
On the user side of things we managed to reduce the process to a maximum of 6 screens for the entire process.
Throughout the whole user journey we ask for only three details: name; email address and then the actual request for information.
Each screen provides contextual help along the way, maximising the chances that the FOI request will be well-formed by the time it gets submitted.
Making the process intuitive for the people using it is a key factor in building citizens’ trust in an authority. Too often we see complex forms with terrible usability that almost seem designed to put people off exercising their rights.
So far, so good. But for us, the most interesting piece of the process is the suggestions step.
Before the citizen submits their request to the authority, we scan the text for keywords to see if anything matches the pool of already-published information.
If we find any matches, we show the top three to the citizen to hopefully answer their question before they submit it to the authority. This helps the citizen avoid a 20-day wait for information that they might be able to access immediately. If the suggestions don’t answer their question, the citizen can easily continue with their request.
Suggestions also benefit the authority, by reducing workload when requests can be answered by existing public information.
We’ve tried to make this suggestions step as unobtrusive as possible, while still adding value for the citizen and the authority.
The suggestions system is driven by two sources:
- Manually curated links to existing information
- The published answers to previous FOI requests
The curated links can be added to the suggestions pool by Information Officers where they spot patterns in the information most commonly requested, or perhaps in response to current events.
The intelligent part of the system though, is the automated suggestions.
As FOI for Councils integrates with the Infreemation case management system, we can feed the suggestion pool with the anonymised responses to previous requests where the authority has published them to the disclosure log.
By doing this the authority is making each FOI response work a little harder for them. Over time this automatic suggestion pool should help to reduce duplicate FOI requests.
FOI for Councils also analyses the number of times each suggestion is shown, clicked, and even whether the suggestion has prevented any additional FOI requests being made.
This allows Information Officers to see which information is being asked for, but where existing resources aren’t providing the information necessary to the citizen.
We’ll be keeping a keen eye on how this works out for Hackney, and we’ll be sure to report back with any insights.
As you’ll know if you read our first blog post from this project, we did originally envision a platform that would process Subject Access Requests as well as FOI. In the end this proved beyond the resources we had available for this phase of work.
For us, this has been a really instructive piece of work in showing how authorities can commission process-specific services that connect together to give everyone a better user experience.
If you’re responsible for managing FOI requests or data protection in your own public sector body and you’d like to talk about project in more detail, please get in touch at email@example.com.