1. When people report issues on FixMyStreet

    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:

    1. When a problem happened
    2. When a problem was noticed
    3. When it was reported
    4. 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:

    Some patterns reflect how people’s activity changes when not working. Issues in parks and open spaces are reported more at the weekend, while potholes are reported more during the week

    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.

    Photo by Jon Tyson on Unsplash

  2. Save the trees with FixMyStreet

    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

     

     

  3. FixMyStreet and fire fighting

    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

  4. FixMyStreet Pro: 2019 in review

    What a year it’s been for FixMyStreet Pro, now the official street reporting system for 21 authorities across the country.

    Growth…

    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.

    …and improvement 

    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:

    Getting out and about

    We attended Highways UK in Brum and the LGA conference in Bournemouth — it was good to meet so many of our clients and those considering whether FixMyStreet Pro might be a good fit for their needs.

    And we were delighted to meet up with residents in Westminster and let them put the FixMyStreet to test while we watched and learned.

    Residents testing FixMyStreet prototypes

     

    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.

    The FixmyStreet Pro team


    Image: Nadine Shaabana

  5. FixMyStreet for TfL — now live

    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.

    FixMyStreet interface for TfL

    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.

    See TfL’s press release here.

    Image: Giammarco Boscaro

  6. Spreadsheets begone! FixMyStreet Pro for Peterborough

    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.

    Improved efficiency

    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.

    If you’re a council and there’s potential for efficiencies  in your reporting system (whether large or small), do check out the FixMyStreet Pro website, and then get in touch.

     —

    Image: Dun.can (CC by/2.0)

  7. Fixing the streets of London: a partnership with TfL

    FixMyStreet’s offering for Londoners becomes ever better, as we announce a new partnership with Transport for London (TfL).

    For anyone making reports within Greater London, this will mean a whole new level of connectedness — with no extra effort required from you. Just make a report as usual, and if the issue is the responsibility of TfL the details will automatically be whizzed off to them.

    It will cover reports about defects including  the TfL road network (red routes), bus stops and shelters, traffic lights and trees.

    Better still, you don’t have to make the report directly on FixMyStreet.com for this to come into action. Log the issue via any of our London client borough councils’ sites — currently Bromley, Bexley, Greenwich, Hounslow, and Westminster — and the same smart routing will apply.

    This goes both ways: so if you report something on TfL’s site that’s actually a council responsibility, the report will get forwarded to them — and that applies to all boroughs, FixMyStreet Pro clients or not.

    Watch this space and we’ll let you know when it’s all hooked up and ready for you to use.

     

    Image: Alex Parsons

  8. Making things right on the Isle of Wight

    FixMyStreet Pro has crossed the Solent, with Isle of Wight the latest council to install it as their official report-making interface.

    Street issues on England’s largest island are handled by the company Island Roads, who keep things in order for residents and tourist alike, with responsibility for highways maintenance; road, pavement and cycleway improvements; street lights, street cleansing, winter gritting, bridges, drainage, street furniture and car parks.

    As with all FixMyStreet Pro integrations, islanders can take their pick between making reports through the Island Roads website or on FixMyStreet.com; either way the issue will display on both sites, and drop directly into the case management system, Confirm.

    What was different about this installation?

    Island Roads requested a feature that we hadn’t previously developed for any of our other council clients, but which we suspect that some may be interested in now they know it’s available.

    When a report is submitted, it drops into a special triage area where operatives can analyse it in more detail, ensure that it is categorised correctly, and check that it contains all the relevant information that the inspectors need in order to locate the fault and fix it.

    Island Roads have also made use of another new piece of functionality: emergency categories.

    If a user indicates the report might require immediate attention — say, in the case of a fallen tree on the road or a hazardous pothole —  the form submission is disabled.

    Instead, the user will see a message, telling them to call Island Roads directly:

    Form changes if the user selects that the problem is urgent

    The aim is that this simple safeguard will have a hand in preventing accidents.

    Alex Brown, Systems Technician at Island Roads, said: “The focus of this development has been to enable the public to report their highway related issues to us easily, with the necessary information for us to respond appropriately and deal with the issues effectively.  The project team at mySociety were excellent to work with and developed a solution which met our specific requirements.”

    Image: Mypix [CC BY-SA 4.0]

  9. FixMyStreet Pro at Highways UK

    We’re back at the big highways maintenance expo of the year, Highways UK on 6-7 November, in Birmingham’s NEC.

    If you’re attending and you’d like to know more about FixMyStreet Pro, come and seek us out at stand I23, where we’ll have brochures for you to take away.

    Stay for a chat with David and the rest of the team, who will be delighted to discuss everything from CMS integration to the display of assets, to how we’ve made life easier for your staff behind the scenes. Best of all, ask them about the savings you can make when you install FixMyStreet Pro as your main reports interface.

    But don’t just take it from us. Anna Fitzgerald from Oxfordshire County Council will be joining us all day on the 6th, while Rob Gillespie from Ringway, who are responsible for the Isle of Wight’s Island Roads and Hounslow’s highways, will be available for a chat from 2-3pm on the 7th.

    Here’s where to find the FixMyStreet stand: we’re looking forward to seeing you there.

    Click on the image below to see it at a larger size.

    Highways Uk plan

    Top image: Aleksejs Bergmanis

  10. How do different forms of deprivation affect FixMyStreet reports?

    This blog post is part of a series investigating different demographics and uses of mySociety services. You can read more about this series here

    Indices of deprivation are useful for mapping social phenomena onto geographic data. For a series of domains (in England: income, employment, health, education, skills and training, crime, barriers to housing and services, and living environment) all Lower Super Output Areas (LSOAs) are ranked from most deprived to least deprived. From these the Index of Multiple Deprivation is created  — which helps to illustrate which areas of the country suffer from multiple different negative factors.

    The indices of deprivation are compiled separately for England, Scotland, Wales and Northern Ireland. While they cannot be combined, they do often illustrate similar measures and so are useful for cross comparison. As most FixMyStreet reports are made in England, more subtle patterns in how deprivation and reports are linked can be detected from this larger set of data.

    The Explorer minsite uses the Index of Multiple Deprivation (IMD) and respective domains to understand how reports for different categories of FixMyStreet report are distributed and explore how deprivation affects reporting. This page shows the categories that are more likely than the general dataset to be reported in the lowest IMD decile (most deprived) and this page shows the categories that are more likely to be reported in the highest IMD decile (least deprived).

    Missing reports

    As examined in previous research, the most important finding when examining deprivation is the suggestion that there are reports that should be being made that aren’t. The Explorer minisite shows that reports of dog fouling have a peak in the middle deciles, but this does not reflect the real world incidence of dog fouling, which found that the most dog fouling was found in the bottom two deciles.

    Even when actual incidence of problems is higher in more deprived areas, the reporting rate can be lower — any picture based on self-reporting is likely to have a large set of missing data. In the case of dog fouling, this means information about hotspots is not communicated to enforcement. In other cases it might mean road defects unfixed, or fly-tipping uncollected.

    Exploring domains

    While previous explorations of deprivation and FixMyStreet have used the index of multiple deprivation alone, the Explorer minisite lets you see how the distribution differs on each of the domains of deprivation. For instance, looking at reports of rubbish, we can see that while generally there are more in the bottom 50% of IMD deciles, there is a stronger relationship against the crime domain.

    Rubbish vs Multiple Deprivation

    Rubbish vs Crime IMD Domain

    Examining the data for dog fouling shows that the peak in the mid-deciles is even clearer when mapped against income deprivation than for multiple deprivation. The income domain continues to show that compared to the general dataset there are fewer reports in the higher deciles than might be expected.

    Abandoned vehicle reports have a scattered relationship with a few different factors, but the association with crime is much less noticeable than the association with lower housing costs. Problems with drainage generally are more reported in less deprived areas, but when focusing on access to service deprivation, they are concentrated in the most deprived areas.

    Breaking down by the different domains that make up the index of multiple deprivation lets us better understand what factors are driving either problems or the reporting of problems. This in turn helps to frame questions to ask about what is driving these different uses of FixMyStreet.

    Photo by v2osk on Unsplash