A study published in 2017 by Reka Solymosi, Kate J Bowers, and Taku Fujiyama used publicly available data for FixMyStreet to investigate (among other things) whether men and women reported different things using the site, and found a gender divide relating how people were moving around when they found the problem:

[M]en 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.(p. 954).

This study is open access and available online, and you can also watch Reka’s 2018 TICTeC presentation on the subject. 

A potential limitation of this study was that it could only use reports that weren’t publicly anonymous, as the reporter’s name was used to approximate gender. If there was a gender skew in terms of which users were more likely to report anonymously, this might mistakenly pick up differences in anonymisation as a gender divide (for instance, if a lot of women were reporting potholes, but were more likely to do so anonymously).

To investigate this, we internally replicated the study on both anonymous and non-anonymous reports. This found that there was a gender skew related to anonymisation, with women being 10% more likely to report anonymously and that some types of report were more likely to be reported anonymously than others.

However, despite this factor, the original study’s conclusion was validated by this analysis. The categories highlighted are differently gendered when including the non-anonymous data, with men reporting far more problems with road surfaces and women reporting more litter related issues.

Future blog posts will further explore reasons and implications of this divide. The replication can be read online or downloaded as a PDF.

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.

 

Buckinghamshire County Council have revealed the cost savings brought to them by FixMyStreet Pro.

The authority switched over to FixMyStreet Pro as their official fault reporting system in April 2018. They’re now able to assess a year’s worth of data and compare it to the year previous. The findings are gratifying, to say the least — and set out a real case for councils who are considering opting for the service themselves.

Saving staff time and resources

The council reports that they’ve seen a 13% decrease in calls and a 40% reduction in emails about street faults since FixMyStreet Pro was introduced.

In case you’re wondering how that translates into monetary savings, well, on average they reckon that a single call costs £5.88 in staff time, while a report made by email, with its potential for back and forth communication to pin down the precise details, chalks up £7.81.

In comparison, because FixMyStreet Pro places reports directly into the system, and little staff time is required to administer them, the perceived cost is just 9p per report.

Additionally, Buckinghamshire has seen a 29% drop in calls where residents are chasing progress: report makers no longer need to get on the phone to check whether their issue is being seen to, because updates are pushed directly back to them as the report progresses through the system.

And there’s been a  59% decrease in unnecessary clarification, that is, when the council need to go back to the report-maker to check the exact location or nature of an issue. FixMyStreet can be set up to the council’s exact specifications to ensure that the user is prompted to provide all the information they’ll need, which accounts for this impressive drop.

Avoiding unnecessary reports

It can be a frustrating waste of time and resources when a council receives reports about issues which are not their responsibility: with the UK’s two tier system, it’s almost inevitable that citizens get confused about which authority deals with which category of street fault — and on top of that, there are the reports that are dealt with by other bodies such as TfL or Highways England.

FixMyStreet has always done a good job of routing reports to the right council, though, and the improvements we’ve made to the service over the last few years mean we can also make sure the relevant reports go through to TfL and Highways England too. Bucks say that since introducing FixMyStreet Pro, they’ve seen a 19% decrease in misrouted reports that have to be forwarded elsewhere.

Finally, they can see a 30% decrease in street light reports. Since Bucks are one of the councils who display all their streetlights on FixMyStreet it’s now very easy for a resident to check online whether an issue has already been reported for any specific lamp post. If it has, they can also see its progress towards resolution — so there’s no need for them to open a new report.

These figures illustrate very clearly what is meant by channel shift: real, tangible results that save money for councils, and thus ultimately, for residents too. It’s great to have this confirmation that FixMyStreet Pro brings results — and we’re still in a continual process of development in consultation with councils, to keep making more improvements wherever we can.

Come and talk to us at the LGA conference next week

We’d be delighted to answer your questions and give you a demo if you’re planning on being in Bournemouth for next week’s LGA conference. You’ll find us on stand BL3 in the Purbeck Hall.

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Image: Peter O’Connor (CC by-sa/2.0)

It’s obviously good citizen behaviour to report something that needs fixing to your council, whether it’s a pothole that could cause an accident, or a broken streetlight that has plunged the area into darkness.

But there’s one type of report that isn’t very useful to councils, and in fact brings unnecessary costs and inconvenience: when you tell the council about an issue that’s already been flagged up by someone else.

FixMyStreet has always been helpful in this regard. It was groundbreaking in displaying all reports in public, unlike most council systems when we were first developing it. A user who goes to make a report can see right away if there’s already a pin in that spot, and check whether the existing issue is the same one they were going to add.

Now we’ve taken that concept a step further in some work which we’re trialling on Bath & NE Somerset’s implementation of FixMyStreet Pro.

When a user starts to make a report, the system checks to see if there are any other open reports in the same category within a small radius. If it finds any, you’ll see a prompt, like this:

All similar reports will appear here. If you think one might be identical, but aren’t sure, you can click ‘read more’ to see the full text along with any photos attached to the report:

And if you recognise it as the issue you were about to report, you click the green button and will be given the option to subscribe to it, so you know when it’s being seen to, effectively being kept just as up to date as you would be if you’d made the original report:

 

If it’s not the same issue, no worries: just click ‘report a new problem’ and you can do just that:

Bath & NE Somerset will run this feature as a trial over the next month; then once they’ve got feedback from their users, we’ll hopefully offer it to every other council on the Avenue tier of FixMyStreet Pro.

If you come across this feature while making a report in Bath or environs, do let us know how it works for you.

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Image: Kevin Grieve

Northamptonshire is the latest council to adopt FixMyStreet Pro as their official street reporting system. If you come across something amiss on the streets of Corby, Kettering, Daventry or anywhere else in the county, you can file a report on the council website — or do it on the nationwide site FixMyStreet.com and it’ll be routed to the council too.

It’s been something of a full circle for Northants: in recent years, the authority had returned any reports sent through FixMyStreet, asking residents to submit via their own interface instead. The aim was to avoid ‘rekeying’ the details from emails into their inhouse system, a time-intensive task for staff — so we’re especially glad to be able to integrate FixMyStreet and drop reports directly into their backend.

So, what brought about this change of direction? Timing, and our reputation, it would seem.

Northants had been using their own frontend system named Street Doctor, coupled with the Exor asset management system behind the scenes — but when the contract with Exor was up for renewal, they decided it was time for a change, giving them a hard deadline by which a solution needed to be put in place.

The council chose Yotta Alloy as their new asset management system, but that decision in turn meant that the council’s contractors, Kier, had to find a new frontend, since Yotta’s newer technology couldn’t align with Street Doctor’s older systems. Northants considered building their own interface, but we’re glad to say that Kier recommended purchasing FixMyStreet rather than reinventing the wheel. While the opportunity and budget were both there for the council to create something bespoke, it was recognised that by purchasing FixMyStreet off the shelf, they pass any risk on to us — and we’re happy to shoulder it.

It’s great to have the confidence of a contractor like Kier, as it shows that FixMyStreet Pro is appreciated and trusted right across the sector. Kier themselves won’t need to integrate with FixMyStreet, however: Yotta Alloy will act as the middleman, from which Kier will pick up reports. The information provided by the user will ensure they go to the right team.

As Kier inspectors and maintenance workers update the status of reports on their system, updates will flow into Yotta Alloy. That information will then automatically be pushed back to FixMyStreet and to the original report maker. And should a council inspector create a new report in Yotta, this too will be displayed on FixMyStreet, helping to prevent the duplicate reporting of issues that are already in hand.

Meanwhile, the council’s own customer service staff will be inputting any reports they receive by phone, email or in person, directly to FixMyStreet Pro. Whatever the channel used, reports will flow seamlessly into the right places.

So Northants have ended up with a neat solution, involving three different suppliers all working in harmony. The net result, we believe, will be a quicker, more integrated and more effective service for the citizens of Northants.

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Images: Malc McDonald (CC-by-sa/2.0)

Heatmaps show data in a format that’s quick and easy to understand — so when Bromley Council asked us if we could add them to their FixMyStreet Pro data dashboard, we agreed it was a great idea.

mySociety developers got to work and put together a prototype which worked so well that we’re planning to roll it out to any other client councils who want it.

Now, when Bromley staff log in, they can either see the normal map view of their borough, or they can switch tabs to see a heatmap overlay.

By default, the heatmap shows every report from the last month, so the initial view will look something like this:

But the heatmap also responds to the dropdown filters at the top of the page, so you can adjust it to see any combination of dates, categories and status. For example, you might want to see reports about graffiti, made since the beginning of the year, which have been fixed. That would look like this:

As you’d expect, the hotter the colour, the higher the density of reports, with the cooler blue showing where they are least concentrated. Staff can even see interesting things like everywhere a request has been made for a new tree to be planted:

Heatmaps are just the latest in a series of features we’ve been working on: you can keep up with them all on the FixMyStreet Pro blog.

If you’re from a council and you’d like to benefit from these many new developments, you can find out more here.

 

Seven years ago, Bromley Borough Council was one of the first authorities to implement FixMyStreet Pro and we’ve enjoyed a mutually beneficial relationship ever since. It’s been a true partnership as Bromley work closely with us, letting us know their needs and how best we can innovate to meet them. The resulting development then passes on to all our client councils.

The value FixMyStreet Pro brings to Bromley was recognised last night when the implementation was shortlisted for an award at the 2019 LGC Awards, in the category “Driving efficiency through technology”.

In the end, we just lost out to the worthy winner Orkney Islands Council — but If you’d like to know more about the features and development that got the project shortlisted, take a look at our case study here.

When something’s not right on your street, and you’ve gone out of your way to report it to the local council, the last thing you want is to get bogged down in a complex log-in procedure.

That’s why FixMyStreet has always put the log-in step after the reporting step, and has always allowed you to report a problem without needing an account or password at all.

But we know we can always do better, and in the 11 years that FixMyStreet has been around, new design patterns have emerged across the web, shifting user expectations around how we prove our identities and manage our data on websites and online services.

Over the years, we’d made small changes, informed by user feedback and A/B testing. But earlier this year, we decided to take a more holistic look at the entire log-in/sign-up process on FixMyStreet, and see whether some more fundamental changes could not only reduce the friction our users were experiencing, but help FixMyStreet actively exceed the average 2018 web user’s expectations and experiences around logging in and signing up to websites.

One thing at a time

Previously, FixMyStreet tried to do clever things with multi-purpose forms that could either log you in or create an account or change your password. This was a smart way to reduce the number of pages a user had to load. But now, with the vast majority of our UK users accessing FixMyStreet over high speed internet connections, our unusual combined log-in/sign-up forms simply served to break established web conventions and make parts of FixMyStreet feel strange and unfamiliar.

In 2014 we added dedicated links to a “My account” page, and the “Change your password” form, but it still didn’t prevent a steady trickle of support emails from users understandably confused over whether they needed an account, whether they were already logged in, and how they could sign up.

So this year, we took some of the advice we usually give to our partners and clients: do one thing per screen, and do it well. In early November, we launched dramatically simplified login and signup pages across the entire FixMyStreet network – including all of the sites we run for councils and public authorities who use FixMyStreet Pro.

Along the way, we took careful steps—as we always do—to ensure that assistive devices are treated as first class citizens. That means everything from maintaining a sensible tab order for keyboard users, and following best practices for accessible, semantic markup for visually impaired users, to also making sure our login forms work with all the top password managers.

Keeping you in control

The simplified log-in page was a great step forward, but we knew the majority of FixMyStreet users never used it. Instead, they would sign up or log in during the process of reporting their problem.

So, we needed to take some of the simplicity of our new log-in pages, and apply it to the reporting form itself.

For a few years now, the FixMyStreet reporting form has been split into two sections – “Public details” about the problem (which are published online for all to see) followed by “Private details” about you, the reporter (which aren’t published, but are sent to the authority along with your report, so they can respond to you). This year, we decided to make the split much clearer, by dividing the form across two screens.

Now the private details section has space to shine. Reorganised, with the email and password inputs next to each other (another convention that’s become solidified over the last five or ten years), and the “privacy level” of the inputs increasing as you proceed further down the page, the form makes much more sense.

But to make sure you don’t feel like your report has been thrown away when it disappears off-screen, we use subtle animation, and a small “summary” of the report title and description near the top of the log-in form, to reassure you of your progress through the reporting process. The summary also acts as a logical place to return to your report’s public details, in case you want to add or amend them before you send.

Better for everyone

As I’ve mentioned, because FixMyStreet is an open source project, these improvements will soon be available for other FixMyStreet sites all over the UK and indeed the world. We’ve already updated FixMyStreet.com and our council partners’ sites to benefit from them, and we’ll soon be officially releasing the changes as part of FixMyStreet version 2.5, before the end of the year.

I want to take a moment to thank everyone at mySociety who’s contributed to these improvements – including Martin, Louise C, Louise H, Matthew, Dave, and Struan – as well as the helpful feedback we’ve had from our council partners, and our users.

We’re not finished yet though! We’re always working on improving FixMyStreet, and we’ll be keeping a keen eye on user feedback after these changes, so we can inform future improvements to FixMyStreet.com and the FixMyStreet Platform.

If you’re reporting an issue on Buckinghamshire Council’s FixMyStreet installation, you might have seen yellow dots appearing on the map. These represent items such as streetlights, bins or drains, and we blogged about it when we first added the feature.

When it comes to assets like streetlights, it can save the council considerable time and effort if your report tells them precisely which light needs fixing: it’s far quicker to find an identified light than it is to follow well-meaning but perhaps vague descriptions like ‘opposite the school’!

But even when the assets are marked on a map, it’s not always easy for a user to identify exactly which one they want to report, especially if they’ve gone home to make the report and they’re no longer standing right in front of it.

After the system had been in place for a few weeks, the team at Buckinghamshire told us that users often weren’t pinpointing quite the right streetlight. So we thought a bit more about what could be done to encourage more accurate reports.

As you might have noticed, streetlights are usually branded with an ID number, like this:

Buckinghamshire, as you’d expect, holds these ID numbers as data, which means that we were able to add it to FixMyStreet. Now when you click on one of the dots, you’ll see the number displayed, like this:

The same functionality works for signs, Belisha beacons, bollards and traffic signals, as well as streetlights. Each of them has their own unique identifier.

So, if you’re in Bucks and you want to make a report about any of these things, note down the ID number and compare it when you click on the asset. This means the correct information is sent through the first time — which, in turn, makes for a quicker fix. Win/win!

This type of functionality is available to any council using FixMyStreet Pro: find out more here.

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Header image: Luca Florio

With funding from the Consumer Data Research Centre (CDRC) we’ve been working with researchers from the University of Sheffield and University of Stirling to open up FixMyStreet data for researchers.

For an example of the kind of thing that can be done with this data, this group have produced maps for every local authority in the UK, mapping FixMyStreet reports against indices of deprivation (a few examples: Sheffield, Harrogate and Cardiff). These can be explored on our mini-site, where for each authority you can also download a printable poster with additional statistics.

If you’d like to know more about what these maps mean and what we learned from the process, there’s a report exploring what we learned here.