We heard from Transport for London that FixMyStreet has played an unexpectedly valuable part during London’s lockdown.
We recently ran a couple of user groups for some of the authorities who use FixMyStreet Pro. These had been planned as in-person events, but of course, like everything else these days, had to transition to online.
Nonetheless, they were a good chance for us to present some of FixMyStreet Pro’s new features, and to hear from our client authorities about how they’ve been using the service. Sally Reader’s description of how FixMyStreet has come into its own for TfL while the capital is shut down was particularly thought-provoking — you can watch it here.
We’d all been thinking that lockdown means fewer people on the streets, and therefore less opportunity for damage. But Sally pointed out that faults still happen: trees might fall down, blocking roads; or there might be increased levels of vandalism now that boredom is an issue for many — and there’s still a great need to keep the network safe for the transport workers helping to run it, and of course those who are using it.
At the moment, these passengers are by and large key workers who may be at the end of a long working day on the frontline — as Sally puts it, the last thing they need is to be standing in a smashed up bus shelter as they await their transport home.
Additionally, TfL are using their Streetcare FixMyStreet reports to help alert them to potentially dangerous faults and to provide extra eyes and ears on the network while non-essential on-street works have been halted.
It was a surprise to both us and TfL, but we were pleased to hear that FixMyStreet has been such an asset during these times.
Image: Ben Garratt
This brings some substantial improvements to the code. The update is available to anyone running a site on the FixMyStreet platform, which includes our own fixmystreet.com; the installations we provide for councils and authorities; and the FixMyStreet instances run by others, in places from Australia to Uruguay.
If you run a site on the FixMyStreet platform yourself, or are just interested in the technical details, you can read the release notes here.
Meanwhile, here’s a rundown of the new front-end features you might notice if you’re a user of FixMyStreet.
Run the site as an app
FixMyStreet can now be added to phones (and desktops for that matter) as a ‘progressive app’. Here’s what to look for when you visit fixmystreet.com:
On Chrome for Android:
Access from the bar at the bottom of the screen.
Click the share icon at the foot of the screen.
Then select ‘add to home screen’.
On Firefox for Android:
Look for the pop up notification or tap the home icon with a plus sign in it in the URL bar.
Any of these methods will install a version of FixMyStreet that will behave like an app, placing an icon on your desktop, browser start page or home screen.
This way there is no need to download or update from the app store, and changes to the main website (which are invariably released sooner than on the app) will be immediately available to you.
Cobrands (for example the councils that use FixMyStreet as part of their own websites, and people running FixMyStreet in their own countries) can provide their own logo and colourscheme as well.
Mobile browser improvements
Whether you install the progressive web app or just visit fixmystreet.com on your mobile browser, you may notice some nice new features.
- If you use the geolocation function (‘use my location’), your position will be displayed on the map:
- When viewing an area, you can access the filters to narrow the reports displayed down by their status (fixed/open etc) and category:
- If you’re about to report something that looks like a duplicate, you’ll not only be shown the report/s that have already been made, but you’ll also see a small inline map without having to scroll back to the main map to check where they are.
- The site recognises that when you’re on a mobile, the message about uploading a photo shouldn’t invite you to ‘drag and drop’, but rather to either take a new one or select a photo from your phone.
- If you’ve placed the pin incorrectly, the ‘try again’ process is clearer.
If a picture paints a thousand words, then your Twitter character count just went stratospheric. Now, when you share a report on places like Twitter or Facebook, if there’s a photo included in the report, that will also be pulled through.
Previously, the ‘open graph image’ that was shown by default was the same for every report — which could get a bit boring in aggregate, and certainly missed some of the impact that people might want to share when they’re posting about their own, or others’ reports.
Social media isn’t the only place that FixMyStreet reports can be piped to, though — the site also has several RSS capabilities that have been baked in since its early days.
For those not totally up to speed with RSS and what it can do, we’re now no longer displaying them as raw XML but as a nice simple web page that explains its purpose.
To see this in action, click ‘Local Alerts’ in the top menu of any page. Here’s a before and after:
What benefits one, benefits all
Much of this work is thanks to NDI, the National Democratic Institute.
NDI offer the FixMyStreet codebase as one of their DemTools, installing it in countries around the world as an innovation which empowers citizens to keep their neighbourhoods clean and safe.
Thanks to this partnership, NDI funded the addition of new features which they had identified as desirable — and which, thanks to the open codebase, will benefit users of every FixMyStreet site worldwide.
There are some other significant additions in this release, including integration, back end and security improvements, all of which will be of most interest to developers and site admins — so if you’d like to see them, head over to the full write up on the FixMyStreet platform blog.
Image: Max Fuchs
This blog post is part of a series investigating different demographics and uses of mySociety services. You can read more about this series here.
I saw a comment on Twitter the other month along the lines of: “is civic tech too boring? It’s dominated by reporting potholes to councils”.
As someone working in civic tech I find this terribly unfair because civic tech is about so much more than that! For instance, we also report dog poo to councils.
But it’s certainly true that there are a lot of potholes involved. It’s the largest use of FixMyStreet, representing a quarter of all reports. People have submitted over 361,000 reports and over 54,000 photos of potholes. As a result, while the FixMyStreet database represents a fraction of all potholes, it represents one of the largest datasets of pothole reports covering the whole country.
And while it’s easy to think of potholes as the obsession of people pointing at roads in local papers, they are a serious problem. There are a lot of them, they appear everywhere, cause problems on roads when people try to avoid them, and damage when they don’t. For cyclists, potholes can be fatal.
Given that, what does FixMyStreet data tell us about potholes?
How many potholes are reported through FixMyStreet?
Up to the end of 2019 there have been 423,736 potholes or road surface defects reported through FixMyStreet (either .com or a cobrand), with 90,000 reported in 2019. Working from a rough figure of 675,000 actual pothole reports a year, this is around 13% of all potholes reported in the UK.
A feature of reports to FixMyStreet is that, while the majority of reports are made by men, there are different ratios in different kinds of reports and categories are often gendered in terms of reporters. Deriving the gender of the reporter from their name, potholes and road surface defects are mostly reported by men, and disproportionately more than the site in general.
As explored in a previous post, this isn’t an essential gender difference but is likely to result from men having far more cause to encounter potholes. In 2013, men in the UK were on average driving twice as many miles per year as women.
People who report potholes are more likely to have reported multiple problems than other reports. Most pothole reports are made by people who have reported multiple reports and represent a smaller proportion of single report users than other report types.
When are potholes reported?
Potholes tend to be reported during the day, but disproportionately compared to other requests around the evening commute. The chart below shows the distribution of reports by time of day, where green indicates the number of reports is higher than the general distribution of FixMyStreet data.
While potholes are associated most with the start of the year, they occur in smaller numbers all year long. The number of potholes reported through FixMyStreet peaks on the 28th February.
Where are potholes reported?
While reports in FixMyStreet are less likely to be made in less deprived areas in general, this effect is larger for potholes:
This effect is driven more by reporting being lower than usual in more deprived areas than especially high in less deprived areas:
This pattern was generally similar for the Income and Employment domains of deprivation. This does not necessarily mean there are more actual potholes in these areas, but possibly that people in areas with higher income and levels of employment are more likely to report them.
Examining reports using the deprivation subdomain that measures difficulty accessing services (GPs, supermarkets, etc) shows a different pattern, where a disproportionate amount of pothole reports are made in areas with the least access to services.
The area with the worst access to services (typically a measure of distance to services) has a disproportionate amount of total pothole reports on FixMyStreet. This doesn’t necessarily indicate this is where most of the potholes actually are, but more remote, less traffic-ed potholes will rank lower in risk-based calculation than those on busier roads, and hence may go longer without fix, and make a report on FixMyStreet more likely.
Fixing potholes is a never-ending task, as they are an inevitable result of erosion of roads over time. That said, poor repairs will make the return of a pothole more inevitable than it might be. The issue isn’t just that the same pothole returns: if a pothole initially formed because the road surface was poor, others are likely to form in the same area too.
Looking at reports on FixMyStreet up to the end of 2016, for 3% of potholes a new pothole was later reported within 10m between six months and two years after it was first reported (with an average time lag of 15 months). Expanding that ratio to a 20m radius, 7% of potholes had a new pothole reported in the same time range.
While FixMyStreet’s data on potholes is far from universal, the geographical range gives us better scope than any single local authority’s data to see how reporting of potholes relates to social factors. You can examine this data yourself, on our geographic export, which gives counts of different categories of report by LSOA.
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Every road user relies on signs, so keeping them tip-top is in everyone’s interest. Now Transport Focus have launched their Sort My Sign campaign, asking road users to help them do just that.
They’d like everyone to report any signs they spot that are dangerous, dirty, broken, or obscured.
To support this programme digitally, Transport Focus came to mySociety, asking if we could help create a simple and intuitive mapping interface where these issues could be reported.
Keep your eyes on the road
Specifically, the scheme covers signs on roads managed by Highways England, which means motorways and some A roads.
FixMyStreet was the obvious starting point — we already have a data layer for these roads, which means that your everyday FixMyStreet reports can be routed to Highways England rather than the council if they are the responsible body.
Plus, as we’ve detailed many times before, the FixMyStreet platform can be repurposed for any project dealing with location-based reports, and has in the past been put to all sorts of uses, from reporting empty homes to helping fight corruption.
Nonetheless, we perceived one potential challenge when it came to setting up sign reporting.
Don’t report and drive!
FixMyStreet is generally well-suited for people making reports on the go — in fact, thanks to the ‘use my location’ functionality, it is ideal for reporting issues like potholes or broken pavements on your mobile while out on a walk. But obviously, road signs are a slightly different matter. If you are driving, you certainly mustn’t be fiddling with your mobile phone, so ‘use current location’ is only helpful if you have an amenable passenger to make the report.
That’s fine — you can always make the report later of course: but that means you’ll need to know roughly where you were when you saw the sign, something that’s a bit trickier on a long drive than it might be on a stroll around your neighbourhood. FixMyStreet allows you to find any UK location with the input of a postcode or street name, but these are details you’re unlikely to have to hand if you have simply driven through.
After some thought we realised that, on a motorway, the location identifier most people will find easiest to recall will probably be the junction number.
So that set us a challenge: how could we best enable ‘search by junction number’?
Sign here…and here
Ideally, we wanted a user to be able to visit the Sort My Sign site and enter the name of a junction, just as they’d enter a postcode or street on the FixMyStreet homepage — and then to be taken to a map centred on that point.
But sourcing a mapping between motorway/junction number and co-ordinates proved surprisingly tricky. mySociety developer Matthew takes over the story.
“I first looked at OpenStreetMap data — its geocoder, Nominatim, worked really well for some junction numbers, but didn’t work at all for others. If a junction has been assigned a name (like J23 on the M6, which is known as ‘Haydock’) it can only be looked up by that name, not by number. But we wanted users to be able to look up junctions by number.
“I could also export all the junction data from OpenStreetMap, but the junction nodes alone aren’t linked to the motorway, so that looked like it would prove tricky to match up.”
FOI to the rescue
“But by a stroke of luck, I then discovered that someone had used another of mySociety’s services, our Freedom of Information site WhatDoTheyKnow, to make a request to Highways England asking for the positions of all the driver location signs (the repeaters every 100m or 500m along the motorways giving the name and distance from start).
“In response, Highways England had provided that information, so I knew I could use that to at least provide a mapping between location sign and geographic co-ordinates.
“Each sign also had information about what junction it was nearest or between, so by constructing an average of all the location sign co-ordinates associated with a particular junction, I came up with a pretty good estimate for the location of the junction itself.
“I added all the sign and junction data into a small SQLite database (which means it’s portable and doesn’t need to be associated with the main database) and wrote a little bit of code to spot when someone entered a junction name in any of a variety of different formats, then look up the matching location in this database”.
Signed, sealed, delivered
To test this out, Matthew had all his colleagues name their favourite junction… perhaps not to be recommended as a party game, but it did at least prove that his code had cracked the problem.
Something much appreciated by Head of Strategy at Transport Focus, Guy Dangerfield, who says, “mySociety has been excellent in understanding what we needed and finding ways to achieve our objectives.”
You can give the new system a go here — and perhaps bookmark the site so that you know where to report a sign next time you see one that needs fixing.
Once you’re safely off the road, that is.
This blog post is part of a series investigating different demographics and uses of mySociety services. You can read more about this series here.
Just as there is interesting information to gain from where people make reports, there are also interesting things to discover from when an issue was reported.
There are four interesting times in the life of a FixMyStreet report:
- When a problem happened
- When a problem was noticed
- When it was reported
- When it was fixed
In the FixMyStreet dataset we have lots of information for when a problem is reported, but less about the other times. A follow-up survey gives us some idea if a problem was fixed inside a month –but this isn’t universally responded to.
Reka Solymosi, Kate Bowers and Taku Fujiyama (2018) examined FixMyStreet data and found some signs that enough reports are made close enough to the time of time a problem is noticed that they show a statistical difference. Using reports of broken streetlights (which should be more noticeable when it’s dark), they showed that more reports were made at night compared to other kinds of reports.
This analysis is replicated on the Explorer minisite, which shows that more problems with street lights are reported during the winter months; and also that they are disproportionately likely to be reported during darker times of day than other reports as a broken streetlight is more noticeable at night (while other kinds of problems become less obvious). The below graph shows when street light problems were reported. While a fair number of reports are made during daylight (reflecting that not all issues are reported close to when they were observed, or that some street light problems are noticeable during the day), compared to the dataset as a whole the nighttime reports for this category stand out.
Potholes are reported at the start of the year, and disproportionately in the afternoon. Dog fouling is also reported more at the start of the year, but this is more of an early morning report, with a peak as people arrive at work towards 9:00 am:
While some problems are driven by physical processes that raises their occurrence at certain times of year and their report at certain times of day, other reports result from the activity of other people. Rubbish is reported in the morning, but also has peaks on Sunday (following Saturday night) and Monday, as regular commuters return.
Similar to the idea that more 311 reports are made in spaces that are contested between different communities, Solymosi and colleagues suggest that reports can also be driven by the handover of the same space between different groups: “The narrative descriptions included with [FixMyStreet] reports reveal that these reports are made by people who are waking up to go to work, and encountering signs of activity that took place in the same location, but at a different time. They see signs of another activity in the space their routine activity pattern takes them through but is incongruent with their current use of this space, and interpret these as a signal disorder, attributing meaning which can result in heightened fear or anxiety.”
For people writing to their representatives on WriteToThem, there are similarly differences in when people write to different kinds of representatives. These might be times people are exposed to something that makes them want to write to their representative, or when they have the time to write. Compared to all messages sent through WriteToThem, people writing to MPs are more likely to be writing before work and in the late afternoon, while Councillors are sent more messages between 8:00 am and 4:00 pm.
While few people write during the night, compared to other types of representative messages are written to Lords more often at night. Looking at the gender of people writing to MPs, the data shows that men are disproportionately likely to be writing at night compared to women (although again, most messages by men are still sent during the day).
Examining the time people make reports helps to create a better picture of when people encounter an issue that a mySociety service might be helpful for, as well as when people have time to do something about it. This suggests possible ways a service could be differently reactive at different times of day and helps sharpen potential research questions.
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Friends of the Earth are on a mission to double the number of trees in the UK: we’re sadly lacking on this front compared to our European neighbours, and of course, we’re all well aware of the part that trees play in helping safeguard the climate and encourage wildlife diversity.
As they point out, it’s not all about planting new trees: it’s just as important, and perhaps more economical, to preserve the ones we have. And we were delighted to see that FoE highlight FixMyStreet as a way to do so.
They suggest that you make a report to request a new TPO — Tree Preservation Order. If granted, this will make it a criminal offence to damage or cut down the tree without written consent from the local authority.
Generally, TPOs are used for trees that are providing a particular benefit to the local community (although it is, of course, possible to argue that pretty much every tree is doing this!). FoE guide you through the report-making process in the section of their page titled ‘How to request a TPO’.
As they make clear, not all councils are the same. Categories on FixMyStreet are set by each council to reflect their internal departments and their own responsibilities. So for some, you will find ‘trees’ as a category (and some even mark every tree on the map, making it very easy to pinpoint the one you are referring to). For others, you may have to choose a wider category such as ‘highways’. If all else fails, there’s always the ‘other’ category.
Once you’ve requested your TPO, it might help to get some support from your representatives. We’re glad to see FoE also suggesting the use of WriteToThem to contact local councillors and bring them onside. Maybe even your MP as well?
It might seem like a small thing, but we think if more people requested TPOs up and down the UK, it could make a real difference. So, if there’s a tree you really appreciate in your local area, you know what to do. Fire up FixMyStreet and get requesting!
Image: Bert Sz
Two regional news stories have recently highlighted the use of FixMyStreet by fire services. That’s not something we’d anticipated when we made the site, but we’re really glad that to hear that we’re helping to fight fires!
Firstly, the West Midlands Fire Service have asked the public to report derelict buildings on the site. FixMyStreet reports go to the council, who can take appropriate measures to secure such buildings and reduce the risk of arson.
Meanwhile, Cleveland fire fighters are themselves using FixMyStreet to report incidences of fly tipping, and they say that getting piles of refuse or garden waste cleared up before people are tempted to set fire to them has helped them bring down the number of conflagrations in the county.
As both these brigades have found FixMyStreet useful, we hope that other fire services might follow suit (or maybe citizens could take matters into their own hands and report such things without waiting to be told!).
We’re already aware that lots of police officers also use the site to make reports as they are on the beat: it is, of course, very well suited to any occupation that regularly makes patrols around the local community.
Image: Egor Vikhrev
What a year it’s been for FixMyStreet Pro, now the official street reporting system for 21 authorities across the country.
During 2019 we’ve welcomed Bexley, Cheshire East, Hackney, Northamptonshire, Hounslow Highways, Westminster, Island Roads (Isle of Wight), Peterborough, and now Transport for London to the list of Pro clients.
In all, that adds up to 6.5 million residents who can now report problems such as potholes, faulty street lights or vandalism, either on FixMyStreet.com or on their councils’ own websites.
And if you consider that TfL covers all of Greater London, a further 7.5 million residents and countless commuters, tourists and visitors to the city are also covered for reporting on overground and underground stations, red routes, bus stops, etc.
In all cases, reports pass directly into the authorities’ internal systems, making for swift resolution and the ability to keep the report-maker informed of progress at every step.
It hasn’t been all about expansion, though. This year, we’ve also been adding further features for councils to the FixMyStreet Pro offering. It’s worth noting, perhaps, that improvements for councils always translate into improvements for residents too, either in terms of quicker report processing, better status updates, or public money saved — and often all three.
Here’s a rundown of the new features we’ve introduced this year:
- Councils can add assets like street lights and trees to the map so reports are made in precisely the right location.
- If you’re trying to report a problem that’s already been logged, you’ll be alerted and can sign up to get updates on the original.
- Our new dashboard heatmaps show council staff at a glance where problems are.
- We made changes to the way councils can manage categories, easily adding context-specific guidance for the report maker…
- … and also made it so that a subcategory can belong to more than one parent.
- Managers can now assign roles to team members much more easily, too.
Getting out and about
And we were delighted to meet up with residents in Westminster and let them put the FixMyStreet to test while we watched and learned.
Looking forward to 2020
We’ve already been carrying out some research with client authorities, and we’ll be continuing this work into the new year. We also have some development planned.
- Conducting user testing to see how people use the input forms, what might be confusing and how this can be addressed…
- …and further user testing to observe how people use FixMyStreet on mobile devices.
- We’ll be talking to District Councils to see how their needs differ from other authorities, and how we can meet those needs.
- Meanwhile we’ll be giving the FixMyStreet app a much-needed update.
- We’ll make it easier for staff to add the email address of someone who requests updates on an existing report.
- And lots more!
We’re really looking forward to getting our teeth into these features and then rolling them out to our client councils in 2020.
Image: Nadine Shaabana
Back in November, we announced our new partnership with Transport for London. We’re now pleased to say that the new Street Care service is live.
If you’re a seasoned user of FixMyStreet, there’s no learning curve required: you can proceed exactly as normal. If you prefer, you can carry on making reports through the national website at FixMyStreet.com or via the FixMyStreet app.
The only difference is that now, if the issue is the responsibility of TfL, that’s where your report will be routed, and that’s where updates will come from to let you know when the fix is in progress or completed.
The new service covers potholes, roadworks, bus shelters and traffic lights on the capital’s busiest roads — the ‘red routes’, which make up only 5% of the city’s highways, but account for a whopping 30% of traffic. Users can also report graffiti and flyposting, problems with hoardings, scaffolding and mobile cranes, street lights and damaged trees.
As ever, the underlying FixMyStreet platform means that you don’t need to think about who is responsible for your issue. If a problem is reported and it’s nothing to do with TfL, it’ll be automatically routed to the relevant borough or authority.
Glynn Barton, TfL’s Director of Network Management, said: “The TfL Street Care service will give people more information about the work we are doing on London’s road network and at bus stops and reassure Londoners that we really care about getting things fixed.”
It’s one more bit of joined-up thinking for the capital, that will make reporting easier for residents, commuters, and visitors, while also bringing increased efficiency at every stage of the process. We’re delighted to see it up and running.
We know that in many cases, when we install FixMyStreet Pro for a new council, we’re bringing not only a smooth reporting interface for residents, but also a better day-to-day experience for staff. In the case of Peterborough City Council, that was very much the case.
A very manual process
Peterborough had been using a stopgap solution for street reports, after the service they had been using ceased to exist. So, for some time, residents had been asked to make their reports through basic online forms. Not too onerous, but clunky enough.
The real pain point was mostly experienced, however, by council personnel. Customer services staff had the job of manually transferring the details from a spreadsheet and into the council’s Confirm CRM, where highways inspectors could pick up the reports and act upon them.
Then, once an issue had been resolved, inspectors manually updated another spreadsheet to let the customer service centre know of the status change, in case the report-maker called for an update.
There was no automated means by which a user could be updated with progress on reports, or told when it had been fixed.
So in short, FixMyStreet Pro will be making life easier all round, for staff and for residents. Plus the easier internal workflow should save a substantial amount of time and money, while keeping citizens engaged and informed every step of the way.
Councillor Farooq Mohammed said, “The introduction of FixMyStreet has brought in significant improvements to the services PCC provide to its residents. FixMyStreet not only brings efficiencies to various service departments, it is very user friendly and easy to use for our residents. This improves the response time to our residents.”
And Peterborough’s ICT Project Manager Jason Dalby added, “mySociety fully understood the challenges we face as a local authority and very quickly turned our requirements into an automated fault reporting system with integration into our Highways back office Confirm system, improving our efficiency by eliminating manual data entry.
“We are proud to be partners with mySociety and continue to work closely with them to improve FixMyStreet for our mutual benefit”.
We’ll continue working with the council over the next few months on their other service areas too, so watch this space.