1. FixMyStreet Pro says ‘Hi’ to Oxfordshire’s HIAMS

    Our client councils continue to test our integration mettle with the many and varied internal systems they use.

    One nice thing about FixMyStreet Pro, from the council point of view, is that it can play nicely with any internal council system, passing reports wherever they are needed and feeding updates back to the report-maker and onto the live site. What keeps life interesting is that there’s a huge variety of differing set-ups across every council, so there’s always something new to learn.

    Oxfordshire County Council are a case in point. They’ve been a client of ours since 2013, and back in May they asked if we could work with them to integrate their new highways asset maintenance system HIAMS, supplied by WDM, and make sure the whole kaboodle could work with FixMyStreet Pro as well.

    At the same time, they needed an update to their co-branded version of FixMyStreet to match a new design across the council website. FixMyStreet can take on any template so that it fits seamlessly into the rest of the site.

    Oxfordshire County Council's installation of FixMyStreet

    As FixMyStreet was well embedded and citizens were already using it, it was vital to ensure that the disruption was kept to a minimum, both for report-makers and members of staff dealing with enquiries.

    We worked closely with WDM and Oxfordshire County Council to create a connector that would pass information the user entered on Oxfordshire’s FixMyStreet installation or the national FixMyStreet website into the new WDM system, with the correct categories and details already completed.

    Once we saw data going into the system successfully, the next task was to get updates back out. One single report could take a long journey, being passed from WDM onto another system and then back through to WDM before an update came to the user. We didn’t want to leave the report-maker wondering what was happening, so it was crucial to ensure that updates came back to them as smoothly and quickly as possible.

    The integration between FixMyStreet and WDM is now live and working. Users will receive an update whenever their report’s status is changed within the WDM system, meaning there’s no need for them to follow up with a phone call or email — a win for both citizens and councils.

    It all went smoothly from our point of view, but let’s hear from Anna Fitzgerald, Oxfordshire’s Infrastructure Information Management Principal Officer:

    “We’ve been using FixMyStreet Pro since 2013 as it’s a system which is easy to integrate and our customers love it.

    “From an IT support side; integrating the new system to FixMyStreet Pro was seamless. The team at mySociety have been a pleasure to work with, are extremely helpful, knowledgeable and organised. They make you feel like you are their top priority at all times, nothing was ever an issue.

    “Now that we have full integration with the new system, the process of updating our customers happens instantaneously. FixMyStreet Pro has also given us flexibility to change how we communicate with our customers, how often we communicate; and all in real time.

    “What’s more, our Members and management team love it as it has greatly reduced the amount of calls to our customer services desk, which saves a lot of money for the council.”

    As always, we’re delighted to hear such positive feedback. If you’re from a council and would like to explore the benefits FixMyStreet Pro could bring you, please do get in touch.

    Image: Suad Kamardeen

  2. Hit the Highway with FixMyStreet

    It’s something we’ve been wanting for a long time, and it’ll very soon be a reality: FixMyStreet reports will, where appropriate, be channeled to Highways England. Look out for this functionality in the coming week.

    My way or the highway

    Previously, if you reported a problem on one of the country’s motorways or major A roads, we had no way of identifying whether it was the responsibility of the government department rather than the council. We had to rely on whichever council the report fell within, and hope that they would forward it on.

    But now, we can send reports off to just the right authority. What’s changed to make this improvement possible?

    Well, FixMyStreet uses our MapIt software, which matches points (in this case, the pin you put in the map when you make a report) with the boundaries they fall within (mainly, until now, council boundaries). That’s how it knows which council to send your issue to, even if you have no idea yourself when you make the report.

    Motorways and A roads have boundaries too, of course, but that data wasn’t previously available under an open licence that would allow us to use it on the site. That all changed with GOV.UK’s release of the Highways England Pavement Management System Network Layer — just what we needed!

    So now, if you make a report that falls within a small distance from one of the relevant roads, FixMyStreet will use MapIt in combination with this data layer. You’ll see a message asking for confirmation that your report actually does pertain to the highway: where roads cross a motorway, for example, a pin could relate to the road on a bridge, or the motorway below.

    Confirm either way and boom: off it goes to either Highways England or to the council, as appropriate.

    So that’s a big thumbs up for open data: thanks, GOV.UK! It’s also a good example of how our commercial work, providing FixMyStreet Pro to councils as their default street reporting system, has a knock-on benefit across the open source FixMyStreet codebase that runs not only FixMyStreet.com, but sites run by other folk around the world.

    As you may remember, we recently added red routes to Bromley for FixMyStreet Pro, and it was this bit of coding that paved the way for the highways work. We can only prioritise not-for-profit development if we have the funding for it; but being able to improve FixMyStreet for everyone on the back of work done for commercial clients is a win for everyone.

    Or, as our developer Struan says, in a metaphor perhaps better suited to shipping routes than highways, “a rising tide raises all boats”.

     

    Image: Alex Kalinin

     

     

  3. We’ll be at Highways UK

    Highways UK is a massive annual expo for those working on the UK’s road infrastructure — from local authorities to contractors and regional transport bodies.

    This year, for the first time, we’ll be heading to the NEC in Birmingham to demonstrate the benefits of our FixMyStreet Pro street fault reporting service for councils and other organisations.

    If you’re one of the thousands of industry folk who’ll also be attending this two-day highways extravaganza on 7-8 November, do make sure you drop by our stand to meet us and learn more about how FixMyStreet Pro is saving councils money and transforming their services. We’ll be at stand D02, near the entrance.

    Who’ll be there

    Come and have a chat with one of these friendly mySociety team members:

    Mark Cridge, Chief Exec Leading mySociety’s many strands of activity, Mark is an excellent person to ask about how FixMyStreet Pro sits within the current shift towards smart, digital solutions for councils. He’s also been instrumental in bringing several councils in on the planning phase of our products — and if you’re interested in contributing to that sort of input, do come and have a word.

     

    Louise Howells of mySociety Louise Howells, Delivery Manager Louise handles much of the liaison between our client councils and FixMyStreet’s developers, making sure that everyone’s happy on both sides. She’s the best person to talk about the practicalities of implementation, ongoing support and the roadmap for future innovations on FixMyStreet.

     

    David Eaton of mySociety David Eaton, Sales Director David can answer all your questions about integration, features and benefits — and because he’s talked to councils up and down the country, he’s very well-placed to discuss how other authorities are tackling their street reporting issues.

     

    Plus, on both days members of the the FixMyStreet development team will be on hand for any technical queries you may have.

    Events and presentations

    We’ll be happy to show you a demo version of FixMyStreet — you can even have a play with it to see how all the different features work, both for the report-maker, and for various levels of admin staff. Just drop by the stand at any time during the two days. We’ve got plenty of reading material for you to take away, too.

    But we’ll also have a couple of special presentations at our stand that you might want to put into your calendars:

    Integrating FixMyStreet Pro with your asset management system

    Wednesday 7th November 2.30pm

    Andrea Bowes from Lincolnshire County Council will describe how slick service from FixMyStreet Pro meant that they weren’t left high and dry when their previous fault reporting system failed them.

    How FixMyStreet Pro transformed the customer service experience

    Thursday 8th November 2.30pm

    Tracy Eaton (Customer Experience Account Manager – Digital Team) from Buckinghamshire County Council will be exploring the impact adopting FixMyStreet has made to their highways related fault-handling. Presentation followed by a live Q&A.

    Highways UK is a new venture for us, and we’re really looking forward to chatting face to face with people who share our interests. We’ll happily talk all day about effective digital solutions to the many challenges of roads maintenance! Hope to see you there.

    Image: N-allen (CC BY-SA 4.0), from Wikimedia Commons

  4. FixMyStreet for Lincolnshire — a very modern way of working

    Lincolnshire County Council is the latest authority to adopt FixMyStreet Pro as their official reporting system — and we’ve never even met them.

    We’ve installed FixMyStreet for many councils up and down the UK, and until now, traveling to the council’s offices has always been an expected part of the procedure.

    But for Lincs, the entire project was managed virtually — and it all went without a hitch.

    That’s not just our opinion: let’s hear from one of the folk at the other end of our online video calls. Andrea Bowes, ICT Data and Information Systems Architect at the authority, says:

    The whole implementation process, from start to finish, has been incredibly smooth.

    Lincolnshire found out about FixMyStreet Pro via G-Cloud, and emailed us to arrange a chat. A couple of months later, with the help of email, Skype and Basecamp, their FixMyStreet instance was ready to roll out!

    mySociety are, of course, well used to working remotely, since that’s how our entire organisation is set up, but it’s good to see that we can bring our experience in this area to cut down travel costs, maximise the time available, and get installations rolling, all without feeling that we’ve missed out on the personal touches.

    After all, thanks to online video calling, you can be in those council offices to all intents and purposes, sharing your screen, answering questions and getting to know one another. The only thing we missed out on was a chance to check out Lincoln Cathedral!

    Joined-up systems

    Just as with Buckinghamshire Council, featured on this blog last week, Lincolnshire’s FixMyStreet will also display scheduled roadworks. That ensures that no-one’s time is wasted with reports of issues that are already on the fix list.

    And there’s some more integration going on behind the scenes, with FixMyStreet working in harmony with Lincolnshire’s existing infrastructure management system, Confirm.

    Speaking practically, that means that FixMyStreet reports drop directly into the workflows the council staff are already familiar with. It’s a time-saver and a money-saver too — and it also ensures that residents can easily be kept up to date about the progress of their reports as they go through the resolution cycle. If you’d like to understand more about this, our developer Struan recently wrote a good, simple blog post on the whole topic.

    You’d perhaps think that all this fiddling with different systems to make them communicate with one another would be a long, drawn out job — but fortunately not. Back to Andrea:

    I approached mySociety in early May to replace our existing online fault reporting system which was to be switched off at the end of that month, and since we’ve engaged them, they have bent over backwards to help get the new fault reporting portal ready.

    So much so that in a matter of a few weeks we had a test site up and running and integrated with our central asset management system, and several weeks later we now have a live fault reporting system that can be accessed from anywhere on any device, that is fully integrated into our central asset management system, that displays local data for users to report against.

    The platform makes it easier for our citizens to report faults to us and receive updates and alerts, and provides us with more accurate information to work with.

    So, in short, there are wins all round: a nice easy-to-use interface for residents; time and cost savings for the council; and there’s even a nice benefit for us here at mySociety as well. Confirm is a very popular system amongst UK councils up and down the land, so this was a great opportunity to showcase just how well it can work in tandem with FixMyStreet Pro.

    And we couldn’t be happier to know that Lincolnshire are so happy, too:

    mySociety have been fantastic. I cannot praise them enough; it has been a delight to work with them. They have been very responsive and fully supportive throughout the whole implementation process.

    If you’re a council which uses Confirm — or if you’d like to find out how we could integrate with another asset management system — check out the FixMyStreet Pro website, and then get in touch.

    Image: Mike McBey (CC by/2.0)

  5. Red routes on FixMyStreet

    Our most recent improvement to FixMyStreet means that users in Bromley will experience some clever routing on their reports.

    It’s something quite a few FixMyStreet users have requested, telling us that they’d reported a street issue in London, only to have a response from their authority to say that it was located on a ‘red route‘ — roads which are the responsibility of TfL rather than the council.

    Of course, most councils have systems set up so that they can easily forward these misdirected reports to the right place, but all the same, it wasn’t ideal, and added another step into a reporting process we’ve always tried to keep as simple and quick as possible.

    Thanks to some development for Bromley council, we’re now glad to say that within that borough, reports on red routes will automatically be forwarded to TfL, while other reports will be sent, as usual, to the relevant council department.

    As a user, you don’t have to do a thing (although you can see this automated wizardry in action by watching changes in the text telling you where the report will be sent, as you click on the map in different places and select a different category – give it a go!).

    Note that this functionality has not yet been extended to the FixMyStreet app; however in the meantime it will work if you visit fixmystreet.com via  your mobile browser.

    A new layer

    As you’ll know if you’re a frequent FixMyStreet user, the site has always directed reports to the right UK council, based on the boundaries within which the pin is placed.

    And equally, even within the same area it can discern that different categories of report (say, streetlights as opposed to parking) should be sent to whichever authority is responsible for them: that’s an essential in a country like the UK with its system of two-tier councils.

    So this new innovation just meant adding in a map layer which gives the boundaries of the relevant roads that are designated red routes, then putting in extra code that saw anything within the roads’ boundaries as a new area, and TfL as the authority associated with road maintenance categories within that area.

    FixMyStreet has always been flexible in this regard: you can swap map layers in or out as needed, leading to all sorts of possibilities. Yesterday, we showed how this approach has also averted one common time-waster for councils, and the same set-up is behind the display of council assets such as trees and streetlights that you’ll see for some areas on FixMyStreet.

    The integration of red routes is available for any London Borough, so if you’re from a council that would like to add it in, get in touch. And to see all the new innovations we’re working on to make FixMyStreet Pro the most useful street reporting system it can be, check out the website.

    Image: Marc-Olivier Jodoin

  6. When there’s no need to report: FixMyStreet and Roadworks.org

    Seen a pothole or a broken paving stone? Great, the council will want to know about that… well, usually.

    Buckinghamshire County Council’s version of FixMyStreet now shows where there are pending roadworks — alerting you to the fact that you may not need to make a report, because it’s already in hand.

    When reports are a waste of time

    In general, councils appreciate your FixMyStreet reports: their inspectors can’t be everywhere, and often they won’t be aware of a problem until it’s reported.

    But there are some reports that won’t be quite so welcome.

    If the council is already aware of an issue, and in fact has already scheduled a repair, then sad to say but your report will be nothing more than a time-waster for both you and the council.

    Enter Roadworks.org

    Screenshot from Roadworks.org

    Screenshot from Roadworks.org

    Fortunately, there’s already a comprehensive service which collates and displays information on roadworks, road closures and diversions, traffic incidents and other disruptions affecting the UK road network, from a variety of sources — it’s called Roadworks.org.

    Just like FixMyStreet, Roadworks.org generates map-based data, so it correlates well with FixMyStreet.

    But we don’t want to clutter things up too much, so you’ll only be alerted to pending roadworks when you go to make a report near where maintenance is already scheduled.

    At that point, you’ll see a message above the input form to tell you that your report may not be necessary:

    Buckinghamshire FixMyStreet roadworks alert

    Buckinghamshire FixMyStreet roadworks alert

    Of course, you can still go ahead and make your report if the roadworks have no bearing on it.

    Slotting in

    We were able to integrate the Roadworks.org information like this because Buckinghamshire have opted for the fully-featured ‘Avenue’ version of FixMyStreet Pro. This allows the inclusion of asset layers (we’ve talked before about plotting assets such as trees, streetlights or bins on FixMyStreet) and the Roadworks.org data works in exactly the same way: we can just slot it in.

    We’re pleased with this integration: it’s going to save time for both residents and council staff in Buckinghamshire. And if you’re from another council and you would like to do the same, then please do feel free to drop us a line to talk about adopting FixMyStreet Pro.


    Header image: Jamie Street

  7. Clearing the map

    When you consider that FixMyStreet has been running for over a decade, it’s not really surprising that the maps in some areas are a little over-crowded with pins.

    That can be a problem for anyone trying to make a new report — even when you zoom right in, we were beginning to find that in some very congested areas, it was difficult to place a new pin without clicking on an existing one.

    A FixMyStreet screenshot, crowded with pins

    We’ve tried to remedy this in various ways in the past. For a while we only displayed newer reports by default, a decision which we discarded when we brought in pagination, allowing users to click through batches of reports rather than seeing them all in one long list on a single page.

    For some time now we’ve also provided the option to hide the pins completely, via this button both on the desktop and app versions:

    location of hide pins button on FixMyStreet

    And there’s also a ‘hide pins’ option at the foot of the map:

    location of hide pins button on FixMyStreet

    But even so, arriving at a map absolutely covered in pins and having to look around for that button doesn’t exactly seem like a nice, smooth user journey, so we’ve revisited the matter.

    Why not just delete the old reports?

    We’ve always had a policy of keeping every report live on FixMyStreet (unless it’s reported to us as abusive, or its maker contacts us to ask us to remove it — and even in this latter case we’d prefer to retain the content of the report while anonymising it).

    This is because the reports made to councils build up to create an invaluable archive of the issues that various regions of the country face, through time.

    The historic collection of reports allows planners to understand recurring or seasonal problems; and researchers use this data as well, to get insights into all sorts of issues. For examples, see Réka Solymosi’s presentation at TICTeC on using FixMyStreet data to understand what counts as ‘disorder’ in the environment, or mySociety’s own research on why some areas of the country report on FixMyStreet more than others.

    And so here’s what we’ve done

    • When you visit a map page on the main FixMyStreet site, by default, you’ll again only see reports that are less than six months old, and that are still open.

    A report remains ‘open’ until the council marks it as ‘closed’, or a user or the council marks it as ‘fixed’. ‘Closed’ means that the council doesn’t intend to do further work on the issue, which can be for reasons such as the issue not falling within their responsibilities or because it is part of their regular maintenance schedule and will be seen to in time.

    • You can still opt to see closed and fixed reports by selecting from the dropdown at the top of the list:Dropdown options at the top of a FixMyStreet map page
    • And you can also still see reports older than six months by clicking the checkbox:
    • The two filters work together, giving you the options of displaying:
      • Open reports less than six months old (the default)
      • Open reports of any age
      • All reports less than six months old
      • All reports of any age
      • Any combination of open/closed/fixed reports less than six months old
      • Any combination of open/closed/fixed reports of any age

    To keep things simpler for app users, the display there is set to only show newer, open reports, so if you want the full range of options, you’ll need to switch to viewing the site on a desktop.

    Additionally, reports that have been closed for six months without any update being made will now no longer allow updates. If you need to update an issue that falls into this category, we recommend starting a new report (possibly linking to the old one for reference if it provides useful information for the council).

    But you might not see this everywhere

    Some councils use FixMyStreet Pro as their own fault-reporting software. These councils can opt whether or not to adopt these defaults, so your experience may be slightly different when visiting FixMyStreet via your local council’s own site.

    We think that we’ve arrived at a more intuitive solution than those we tried before — and we hope that these options will suit everyone, whether you’re a user in a hurry coming to make a quick report, or someone who’d like to see a more in-depth history of the area. Give it a go, and then let us know your thoughts.

     


    Banner image: Jim Tilley (CC by-nc-nd/2.0)

  8. Using mySociety data to explore the representation of women

    A key part of mySociety’s research agenda is understanding how Civic Technology is (or isn’t) helping under-represented groups in society access government services and their representation. In 2015 we released a report  Who Benefits from Civic Technology, that explored variations in usage of Civic Tech in various countries and demographics. You can read or download it here.

    In this blog post I’m going to talk a bit about how we’ve internally tried to apply our data to understanding the under-representation of women in politics and as users of our services, as well as some interesting things that external researchers have found using our data.

    EveryPolitician

    Our EveryPolitician dataset contains information on current (and in some cases historical) politicians for a large number of countries around the world. For a large number of representatives, this includes gender information.

    However, a key problem of international comparisons of the representation of women is, as Miki Caul points out, that it “overlooks the fact that individual parties vary greatly in the proportion of women MPs within each nation”. Similarly, Lena Wängnerud argues “cross-country studies tend to miss variations between parties within a single system. Variations in the proportion of women to men are even greater across parties than across nations”.

    Fortunately, this is exactly the kind of problem that an international dataset like EveryPolitician is well placed to examine – on Thursday we’ll be using a new mini-site to explore the gender and party information contained in EveryPolitician to give a sense of the international picture and the party-level differences within each country. Stay tuned! Or you can download the data yourself (there are APIs for Python, Ruby and R) and try and beat us to it.

    TheyWorkForYou

    TheyWorkForYou makes it easy to search through the history of what has been said in Parliament, and we make the data (based on the Hansard dataset but more consistently formatted) freely available to download. As essentially a download of a very large amount of text, getting insights from this dataset is a bit more complicated, but potentially very rewarding.

    Jack Blumenau has a paper based on TheyWorkForYou data using language to analyse whether appointing female ministers changes how other female MPs participate in debates. Looking at “half a million Commons’ speeches between 1997 and 2017, [he demonstrates] that appointing a female minster increases the participation of women MPs in relevant debates by approximately one third over the level of female participation under male ministers” – and that “female MPs also became more influential in debates under the purview of female ministers […] female ministers respond in a systematically different fashion to the speeches of female MPs.” In this case, influence is a measure of whether the language an individual used is then taken up by others, and this kind of analysis shows how the TheyWorkForYou dataset can be used to demonstrate not just counts of how many women were in Parliament, but the substantive effects of women holding office on the political process.

    As Myf talked about yesterday, TheyWorkForYou’s Commons content now extends back to 1918, and so includes every speech by a female MP ever made. We hope this is a useful resource for anyone interested in exploring the history of the representation of women in the UK and have plans for a small project in the upcoming months to show in a simple way how this data can be used (please sign up to our mailing list if you’re interested in hearing about this when it’s completed).

    TheyWorkForYou data can either be accessed through an API, or downloaded as formatted XML files.

    FixMyStreet and WriteToThem

    Understanding the under-representation of women is important across our services. Where men and women are experiencing different issues and concerns, imbalances in access (or use of access) potentially lead to differences in resource allocation.

    The majority of reports on FixMyStreet.com are reported by men – but to make things more complicated, it’s not just that women make fewer reports, but women report substantively different kinds of reports.

    Reka Solymosi, Kate Bowers and Taku Fujiyama investigated FixMyStreet reports and found (by determining gender from names of problem reporters) that different kinds of reports are more likely to be reported by men and women – they suggest that at “first glance it appears that men are more likely to report in categories related to driving (potholes and road problems), whereas women report more in categories related to walking (parks, dead animals, dog fouling, litter)”.

    If different kinds of reports are differently gendered, this complicates thinking about how to improve how women use the website – as potential users are having substantially different experiences of problems in the real world well before they interact with the site. We have to engage with the nuance of this kind of finding to understand how to redress issues of access to services.

    We’re currently in the process of extending this kind of analysis to our other service. For WriteToThem, we’ve learned that while the majority of people using the service to write to MPs are male (around 60%), this picture is different depending on the level of government – for instance the gender balance for people writing to councils is pretty close to 50/50.

    As part of this, we’re investigating whether having the same gender as their representative makes people more likely to make contact. This has some interesting preliminary findings, and we hope to have more to say about this towards the end of the year.

    Our research in this area is ongoing, and we’re keen to help people use our data to investigate under-representation – especially where you have expertise or knowledge that we don’t. If you’d like to discuss potential uses of the data please get in touch, or sign up to our mailing list to hear about future research releases.

    Image: Theresa May’s first PMQs: © UK Parliament/Jessica Taylor (CC by-nc/2.0)

  9. FixMyStreet Pro meets Salesforce: integrated street reporting for Rutland

    A big welcome to Rutland, the latest local authority to adopt FixMyStreet Pro as their street fault reporting platform. If you’re a resident of what has been described as the UK’s prettiest county, we hope that you’ll enjoy using FixMyStreet to keep it that way.

    You can make your reports on the council’s site here, or if you’re already used to the main FixMyStreet. com website or via our mobile app, you’ll find that all reports go into the same central database, and can be seen in all three places.

    As a resident, all you need to know is that it all works, but councils — especially those using the Salesforce CRM — will be interested to know that behind the scenes there have been some interesting tweaks.

    How it looks in Salesforce

    Salesforce is a very common CRM, in use across many councils as well as countless other businesses and organisations, so this integration stands as a useful proof of concept when it comes to FixMyStreet integration.

    For Rutland, FixMyStreet reports now drop directly into Salesforce, from where they can be allocated to the Highways team. Click on any of the images below to see them at a larger size.

    Here’s what the list of all reports looks like in Salesforce. In theory, if the council want, this could also include reports from other sources such as residents’ phone calls or direct emails.

     

    Staff may filter the reports by category: here we can see just those within the ‘roads and highways’ category.

    Each report is listed within Salesforce as a ‘case’, listed in a queue.

    And this is what it looks like when a report comes in that has a photo attached to it  — that’s also accessible within Salesforce.

    Staff now have the choice of updating reports within Salesforce, or, if they prefer (as many do), through the FixMyStreet admin interface.

    This is our first Salesforce integration, and it was made possible through the use of an API, developed by Rutland’s own tech team. At our end, all we had to do was write the code to integrate with it, and boom, two-way communication.

    Even better, any reports made through other means can be pulled from Salesforce and into the FixMyStreet system: so a council staff member inputting reports from, say, an email report or phone call can input it into the interface they’ve always used.

    We’re delighted to add Salesforce to the list of CRMs FixMyStreet Pro has integrated with. If you’re from a council and would like to find out more, pop over to the FixMyStreet Pro website where you’ll find case studies, pricing, an interactive demo and the chance to join one of our regular online chats.

  10. Why we posted a whole manual online

    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.

     

    Image: Alexandre Godreau (Unsplash)