Against conventional wisdom, we’ve just published the staff manual for FixMyStreet Pro online, where it’s easy for anyone to access.
When we were putting this manual together, we thought we’d have a quick google round for other council SAAS documentation, to see if anyone was doing it particularly well.
We didn’t get very far, though — it seems there’s a culture of corporate secrecy amongst other suppliers, and a fear of publishing such materials in case of imitation.
Why so open?
We’ve gone our own way on this one for a few reasons.
First, because it helps our clients. We know that it’s far easier for customers to look online for materials than it is to remember where they’ve put a physical handbook.
We know we could have put it behind a password, but that just adds an impediment for our existing customers, as well as for anyone hoping to understand the service a little better before making a purchasing decision. Plus, who remembers passwords for something they might only be accessing a couple of times a year? It’s just extra faff.
This way, staff only need bookmark the documentation page, and they’ll always be able to find the most up to date version of the manual.
There’s another reason as well, though. Most mySociety codebases — including FixMyStreet — are Open Source, meaning that anyone who wants to can inspect or use the code for their own purposes. If anyone really wanted to know our ‘secrets’… well, they’re already out in the public domain.
We reckon there’s more to gain by publishing our instruction manual than there is to lose. Sure, competitors might see what features we offer, and they might even copy them. We’re confident, though, that our customer service, company culture, and our insistence on making our products as user friendly as possible, all give us an advantage that imitators are unlikely to be able to match.
So, if you’re from a council yourself (or if you’re just curious) please do go ahead and read the manual. We hope you’ll find it of interest, and that it might cast some light on what makes FixMyStreet Pro different from other offerings in the field.
We often talk about how FixMyStreet Pro can integrate directly with council’s existing systems, and how doing so can help councils be more efficient — but what exactly does that mean in practice?
Let’s take a look at our two most recent FixMyStreet Pro installations. Both B&NES and Buckinghamshire councils use the same asset management system, Confirm, and it gives us a great example of how FixMyStreet Pro’s ability to ‘communicate’ with such systems will make everything a whole lot easier for residents and for council staff, even with two very different types of local authority.
Saving time and effort
FixMyStreet has always provided the resident with an easy interface through which to file a street report. For many councils, however, such reports arrive in an email inbox and then have to be forwarded to the right location or typed into the council’s CRM, all adding to the sum total of time and effort dedicated to each report.
Now, using the Confirm API, Bucks and B&NES councils can access and work on FixMyStreet reports through Confirm’s standard ‘inspector module’, removing any need for this extra step.
Optionally, the information flow can go both ways, and indeed this is the case for both B&NES and Buckinghamshire councils. What this means is that for example, when an issue has been inspected and council staff change its status (perhaps from ‘report received’ to ‘repair underway’), this status change will be passed back to FixMyStreet, automatically syncing with the site, and notifying the report-maker with the update — again removing another mundane task from customer services staff.
If a highways inspector should come across a new issue while they are out and about on their rounds, they can raise an issue in Confirm just as they always would have. But now, that will also create a report on FixMyStreet which residents can view, keeping everyone up to date and ensuring that reports aren’t made about issues that the council already know about.
FixMyStreet Pro also allows for council administrators to create template responses — an invaluable timesaver when responding to one of the more common situations such as “issue identified and prioritised” or “issue now fixed and closed”. While Confirm also has its own template responses, FixMyStreet Pro offers more flexibility, as the same template can be reused across multiple report categories and status types. Buckinghamshire really saw the benefit of this: they were able to reduce the number of templates in use from around 450 to 46.
Assets such as streetlights, grit bins and gullies can be pulled through from Confirm and overlaid on the map. This makes it significantly easier for both residents and staff to locate and report issue, speeding up the issue resolution time — we’ll be delving more deeply into this in our next blog post, with a few more technical details for those who are interested.
Residents in these areas can make reports on the councils’ own websites, where they’ll find FixMyStreet as the street fault interface — or through the main FixMyStreet website and app. Whichever you choose, your reports will be published in all three places.
So far, so convenient for residents — but behind the scenes, there’s lots more going on that improves the efficiency of the whole fault-fixing cycle.
Both councils are users of the Confirm CRM system, with which FixMyStreet Pro can now be fully integrated. What that means in practice is that when you make a report, it drops directly into the council’s existing workflows, with no need for someone in the middle to retype or redirect your report.
Council staff can use the best of both systems’ useful tools for shortlisting, inspecting and updating the status of your issues — and when a report has been progressed to the next stage of the fixing cycle, you’ll be automatically kept up to date both by email, and with messages posted directly to your report page.
In another advance, both councils are now displaying assets such as bins, trees and adopted highways in context-sensitive areas of the report-making journey, so it’s easy to identify exactly which one you’re talking about when you make your report. That saves time for you, and for the council when they go out to fix it .
If you’re interested in the technical details, we’ll have more about both Confirm integration and asset layers in future blog posts.
After several months of consultation with councils, feature development and testing, a new improved version of FixMyStreet for Councils was born. Now renamed FixMyStreet Pro, the service’s enhanced backend features — designed with and for council staff — and seamless integration with existing systems represent a genuine leap forward in street reporting software. Now we’re ready to share everything it can do for you.
From this Friday we will be hosting fortnightly webinars to demo our FixMyStreet Pro service. If you work in street or environment services within a Local Authority or City Government we’d love you to join us.
The sessions take around 45 minutes with plenty of time for questions and discussion – you can sign up for the next one on the FixMyStreet Pro site or use the Eventbrite form at bottom of this post.
What we’ll cover
We’ll show you how you can use FixMyStreet Pro as a single end-to-end case management service for citizens, council staff and contractors alike.
We will take you through all of the major features, and explain how FixMyStreet Pro can help you provide a better reporting service to your citizens for street and environment issues, whilst reducing the burden on your customer service teams – avoiding any rekeying and connecting directly into your current management services.
You’ll learn how to setup and customise FixMyStreet Pro to support your existing workflow, how to manage, moderate and respond quickly and easily to reports. We’ll also take you through the more advanced features for making use of asset layers and inspector tools.
If you can’t wait until Friday, you can try a demo version of the service for yourself at demo.fixmystreet.com – just click on ‘Sign in’ and you can try the service in a variety of roles such as a customer service rep, a highways inspector, or a site administrator.
If you can’t join us on a Friday please get in touch with me directly and we can arrange a one-on-one demo for you and your team.
Sign up for the next FixMyStreet Pro webinar