GCloud 11 is live: it’s the latest iteration of GOV.UK’s Digital Marketplace, making it easier for those in the public sector to find and procure cloud-based software services — including ours.

This time around there are two offerings from mySociety: FixMyStreet Pro, which has been on GCloud since 2017, and FOI for Councils, available via this channel for the first time.

Regular followers will be well aware that FixMyStreet Pro is a street fault reporting service which can integrate with any existing council system, offering great opportunities to cut costs and increase efficiency.

Meanwhile our FOI for Councils service streamlines authorities’ FOI workflows and reduces unnecessary requests, relieving the burden in what is often an overstretched resource.

The great benefit of GCloud from the public sector point of view is that suppliers come ready-verified, saving the time and inconvenience of going through the regular procurement process. All the information you need about the service is readily accessible, and then when you’ve made your decision it’s very simple to get things moving.

We’re pleased to offer these two services via GCloud — and will be equally happy to answer any questions you may have.

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Image: Chuttersnap

From tomorrow through ’til Thursday, mySociety and Power To Change will be at the Local Government Association annual conference, keen to talk about FixMyStreet Pro and Keep It In The Community.

If you’re a councillor who’d like to find out how our services can help you work more efficiently — and bring benefits to your residents — please do swing by for a chat at stand BL3.

FixMyStreet Pro

We’ve written a lot about our street reporting service for councils — how it can integrate with existing back-end systems; how it can encourage channel shift and thus bring savings; and the many new features we’ve introduced in response to what councils tell us they need. You can read all our past posts on the FixMyStreet Pro blog.

But as a councillor, you may be interested in other aspects of the service. Here are a few highlights:

• FixMyStreet lets you subscribe to the reports being made in your ward — you’ll get an email every time someone makes a new report. This allows you to monitor issues as they occur, and take action if it’s warranted.
• You can also access a map showing every report ever made in your ward. If desired, you can filter reports by category or by status to get a picture of how each type of report, from graffiti to potholes, is impacting your residents.
• If your council is one of the many who use FixMyStreet Pro as their main reporting system, you’ll also have access to more refined analysis via the dashboard, which allows you to compare reports and fulfillment over different periods of time.
• You can make reports on the go, so if you spot something that needs fixing while you’re out and about, it’s quick and easy to get a report filed.

Keep It In The Community

Also come and discover Keep It In The Community, an England-wide online mapping of the spaces and places that are valuable to local communities, created in partnership with Power To Change.

Under the Localism Act of 2011, every council is obliged to retain a list of Assets of Community Value (ACVs): Keep it In The Community turns this obligation into a benefit for all, allowing you to store and share your data while contributing to a national picture.

Thanks to a recent update, Keep It In The Community also displays buildings and spaces currently under community ownership. As a councillor, we think you’ll like this service because:

• It’s completely free.
• It provides an attractive way for councils to display ACVs and community-run spaces, and invites residents to add richer detail such as memories and photographs.
• It’s a great way to demonstrate the community activity that’s taking place within your ward.
• It helps popularise the concept of community ownership, encouraging more residents to take action and preserve the spaces that matter to them.

If this has whetted your interest, don’t forget to come and meet the friendly mySociety and Power to Change folk on stand BL3.

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.

It seems that our decision to publish our entire manual online, along with a handy print version, freely available with no password, is perhaps a little unusual.

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.

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Image: Alexandre Godreau (Unsplash)

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.

Two-way information

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.

Canned responses

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.

Mapping assets

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.

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Image: Highways England (CC by/2.0)

We’re delighted to welcome two new councils who are now using FixMyStreet Pro for their fault-reporting: Buckinghamshire and Bath & NE Somerset.

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.

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Image: Kosala Bandara (CC by/2.0)

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