We created FixMyStreet Pro to help councils and city governments better manage inbound street reports and issues from their residents.
In the past few months we’ve rolled out the FixMyStreet Pro service to new customers including Bath & North East Somerset, Buckinghamshire and Rutland councils; each of whom are taking the opportunity to get rid of legacy software, simplify their operations and make use of a much simpler and intuitive way for their residents and staff to make and manage reports.
We’re now looking for input from councils to help us guide the next phase of our service development on FixMyStreet Pro.
Having spoken to dozens of councils we think we can help them save more money by extending FixMyStreet Pro to other areas like waste and environment services and we would like to explore how much development work that might entail.
Not just for streets
As FixMyStreet’s name would suggest our focus so far has been on handling issues related to highways like potholes, lighting and gullies (drains to me and you), but FixMyStreet Pro already handles reports for a whole range of issues beyond streets.
Typically council users of FixMyStreet Pro have around 13 to 15 different self-selected categories that they accept reports on – each of which can be directed to different teams or departments. Tree reports can be sent directly to the parks department, graffiti or abandoned cars can be passed along to the just the right team in street cleansing.
These ‘front end reports’ all have one thing in common: all we need to make the report is a location and description, plus a contact for the reporter, which could be as simple as an email address or phone number.
But once you get deeper into the glamorous world of bins and waste services for individual residents the situation gets a little more complicated.
Missed bin collections, requests for recycling bags, bulky waste collection – these all require the resident to be identified, the particular property to be checked with the UPRN (Unique Property Reference Number), and in some cases payments levied and collected.
FixMyStreet Pro doesn’t currently offer these additional waste services, although it doesn’t require a huge leap of imagination to see how we could add these adjacent features to the service, not least because we already do a lot of the pieces across our other commercial services.
Fortunately there has already been a lot of work done to define common standards, such as the Local Waste Service Standards Project from 2016 and more recent work by individual councils to apply some of this work – we also have a lot of our own research and experience to draw upon with numerous specific feature requests from our current local authority clients.
To make this happen we’d like to recruit at least two or three friendly councils available for interviews and possibly a workshop or two, to help us determine specific requirements and test out some of our early prototypes and hypotheses. From here we’d aim to develop these features into fully working aspects of FixMyStreet Pro over the summer.
If this is of interest to you, if you’re already grappling with this in your own council, or you’d just like to find out more, please get in touch with email@example.com and we can have a chat.
In the meantime you can always find out more about what FixMyStreet Pro can do on one of our regular Friday Webinars.
At mySociety we believe in an open, inclusive web and such we try to build web apps that are accessible in the broadest sense. So while we do care deeply about things like WAI and the Equality Act this post isn’t about that — this is about making a site that works if you have a weak connection or an ageing device. I’m talking about performance.
Now while it isn’t a great metric to track, the fact that the average size of a web page is now over three megabytes (and pages served for mobile devices reaching an average of 2.9mb!) demonstrates that this is an age of bloat that assumes good broadband or 4G connectivity and we don’t think that’s right.
As an example here are some numbers about the FixMyStreet site as it displays on mobile after some recent improvements.
On a desktop there’s a little bit more to add to the mix (more like 66KB of images, 19KB of CSS, plus a webfont taking 77KB) but it’s still lightning quick.
If you are interested in more details of how this was achieved, here’s a post Matthew prepared earlier on many of the same techniques, which he used on his own project traintimes.org.uk.
After several months of consultation with councils, feature development and testing, a new improved version of FixMyStreet for Councils was born. Now renamed FixMyStreet Pro, the service’s enhanced backend features — designed with and for council staff — and seamless integration with existing systems represent a genuine leap forward in street reporting software. Now we’re ready to share everything it can do for you.
From this Friday we will be hosting fortnightly webinars to demo our FixMyStreet Pro service. If you work in street or environment services within a Local Authority or City Government we’d love you to join us.
The sessions take around 45 minutes with plenty of time for questions and discussion – you can sign up for the next one on the FixMyStreet Pro site or use the Eventbrite form at bottom of this post.
What we’ll cover
We’ll show you how you can use FixMyStreet Pro as a single end-to-end case management service for citizens, council staff and contractors alike.
We will take you through all of the major features, and explain how FixMyStreet Pro can help you provide a better reporting service to your citizens for street and environment issues, whilst reducing the burden on your customer service teams – avoiding any rekeying and connecting directly into your current management services.
You’ll learn how to setup and customise FixMyStreet Pro to support your existing workflow, how to manage, moderate and respond quickly and easily to reports. We’ll also take you through the more advanced features for making use of asset layers and inspector tools.
If you can’t wait until Friday, you can try a demo version of the service for yourself at demo.fixmystreet.com – just click on ‘Sign in’ and you can try the service in a variety of roles such as a customer service rep, a highways inspector, or a site administrator.
If you can’t join us on a Friday please get in touch with me directly and we can arrange a one-on-one demo for you and your team.
Sign up for the next FixMyStreet Pro webinar
What would Eddie Grundy do if he came across a pothole? And how would Linda Snell deal with flytipping on the site of the Ambridge village fete?
Fortunately, these fictional characters now enjoy the same access to FixMyStreet as the rest of us, thanks to the new demo site we’ve built.
The thinking behind it is not, of course, to gather reports from an entirely fictional world. We’re not that mad. Rather, we needed a sandbox interface where we could show councils exactly how FixMyStreet works, and allow them to play about with both the customer end and the admin side, all without causing any major repercussions to the running of the standard site. Enter FixMyStreet Borsetshire.
Prospective buyers of the system from local councils can experience the various levels of administration that the back-end allows. Just log in with the credentials seen on this page and see exactly how reports can be shortlisted, actioned, or moderated.
So, we’re expecting reports of pigs on the loose, flooded culverts and perhaps even a flying flapjack. But if you’re hoping to find out the precise location of Ambridge, unfortunately you’ll be disappointed: the map is actually centred around Chipping Sodbury, far from the village’s supposed Midlands locale.
Artificial intelligence and machine learning seem to be everywhere at the moment – every day there’s a new story about the latest smart assistant, self-driving car or the impending take over of the world by robots. With FixMyStreet having recently reached one million reports, I started wondering what kind of fun things could be done with that dataset.
Inspired by a recent post that generated UK place names using a neural network, I thought I’d dip my toes in the deep learning sea and apply the same technique to FixMyStreet reports. Predictably enough the results are a bit weird.
I took the titles from all the public reports on fixmystreet.com as the training data, and left the training process to run overnight. The number crunching was pretty slow and the calculations had barely reached 5% in the morning. I suspect the training set was a bit too large, at over 1M entries, but end result still gives enough to work with.
The training process produces checkpoints along the way, which you can use to see how the learning is progressing. After 1000 iterations the model was starting to be aware that it should use words, but didn’t really know how to spell them:
Mertricolbes Ice does thrown campryings Sunky riking proper, badger verwappefing cars off uping is! Finst Knmp Lyghimes Jn fence Moadle bridge is one descemjop
After 15000 iterations it’s starting to get the hang of real words, though still struggling to form coherent sentences.
Untaxed cacistance. Broken Surface in ARRUIGARDUR. Widdy movering Cracked already nail some house height avenue. Light not worky I large pot hole Dumped shood road nod at street. Grim Dog man Ongorently obstructing sofas. This birgs. Serious Dirches
After 68000 iterations there seems to be enough confusion in the training data that things start to go south again with the default parameters:
Urgely councille at jnc swept arobley men. They whention to public bend to street? For traffic light not working
Tweaking the ‘temperature’ of the sampling process produces increasingly sensible results:
Large crumbling on pavement Potholes all overgrown for deep pothole Very van causing the road Very deep potholes on pavement Weeds on the pavement Several potholes in the road Rubbish Dumped on the road markings Potholes on three away surface blocking my peride garden of the pavement Potholes and rubbish bags on pavement Poor road sign damaged Poor street lights not working Dog mess in can on road bollard on pavement A large potholes and street light post in middle of road
As well as plenty of variations on the most popular titles:
Pot hole Pot hole on pavement Pot holes and pavement around Pot holes needings to path Pothole Pothole dark Pothole in road Pothole/Damaged to to weeks Potholes Potholes all overgrown for deep pothole Potholes in Cavation Close Potholes in lamp post Out Potholes in right stop lines sign Potholes on Knothendabout Street Light Street Lighting Street light Street light fence the entranch to Parver close Street light not working Street light not working develter Street light out opposite 82/00 Tood Street lights Street lights not working in manham wall post Street lights on path Street lights out
It also seems to do quite well at making up road names that don’t exist in any of the original reports (or in reality):
Street Light Out - 605 Ridington Road Signs left on qualing Road, Leave SE2234 4 Phiphest Park Road Hasnyleys Rd Apton flytipping on Willour Lane The road U6!
Here are a few of my favourites for their sheer absurdity:
Huge pothole signs Lack of rubbish Wheelie car Keep Potholes Mattress left on cars Ant flat in the middle of road Flytipping goon! Pothole on the trees Abandoned rubbish in lane approaching badger toward Way ockgatton trees Overgrown bush Is broken - life of the road. Poo car Road missing Missing dog fouling - under traffic lights
Aside from perhaps generating realistic-looking reports for demo/development sites I don’t know if this has any practical application for FixMyStreet, but it was fun to see what kind of thing is possible with not much work.
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This month, FixMyStreet.com sent one more report off to a council. There was nothing to distinguish it from all the other reports of fly-tipping, potholes and graffiti… except that it was the one millionth to be sent since the site began.
Back in 2007, when mySociety first launched FixMyStreet, we had a feeling it’d be useful — but we couldn’t have foreseen the take-up it’s had not only here in the UK, but across the world and in many forms. One million seems like a real milestone, so in celebration, here’s a whistle-stop tour of FixMyStreet’s life so far.
First through the doors
The first report ever sent to a council through FixMyStreet was this one, concerning a broken streetlight.
It was created by a mySociety staff member during beta testing of the site, and sent off to Oxford City Council — who fixed the streetlight. Proof of concept, and we were off.
Once it was clear that everything was working smoothly, FixMyStreet had its official launch that March.
Those who know and love FixMyStreet may be surprised to hear that in this first incarnation, it was given the slightly less snappy title of Neighbourhood Fix-It.
Just a week after launch, users had already filed over 1,000 reports — a sign that there really was a need for this site.
The reasons for its popularity? After all, all councils these days provide a fault-reporting system themselves, so why the enthusiastic take-up of a site that duplicates this functionality? We think the reasons are twofold:
- You don’t have to worry about which council is responsible for an issue: FixMyStreet just automatically sends it off to the right one. There are lots of reasons why you may not know where to send a street report, not least the UK’s two-tiered system of local authorities.
- We make the reporting process as simple as possible. It’s that whole ‘swans looking graceful but paddling like crazy under the waterline’ thing: we put in an awful amount of work to make sure that you don’t even notice the issues FixMyStreet has to deal with to make the user experience super-smooth. Back in 2012 we blogged about some of the thinking behind the site; for example here’s why FixMyStreet begins by asking just one simple question.
By June we’d realised that Neighbourhood Fix-It wasn’t the snappiest of names, and thus was born FixMyStreet as we know and love it.
In June 2008, Apple launched their app store.
Our developers saw the future, it seems: by December that year, we’d launched a FixMyStreet app (NB, the links in that 2008 post don’t work any more: if you’d like current versions of the app, you’ll find them here for Apple and here for Android).
The FixMyStreet apps have been downloaded more than 40,000 times, and we’re seeing a real growth in those who use it to make their reports: in the last year it accounted for 27% of reports. This reflects a general increase in the use of mobile (you can also use your mobile’s browser to access www.fixmystreet.com) — 55% of our visitors came via a phone or tablet in the last year.
Open for re-use
Like most mySociety software, the code that FixMyStreet runs on is Open Source: that means that anyone can pick it up for free, and run their own site on it.
In March 2011, a group of coders in Norway were the very first to do this, with their version FiksGataMi (it means FixMyStreet in Norwegian. They could have gone for Nabolaget Fikser Det, which means Neighbourhood Fix-It, but, well, you know…).
Since then, we’ve made real efforts to make the code easier for others to deploy, and ensured that the improvements we add to our own FixMyStreet are also available for all the others: just recently we rolled out version 2.1 of the codebase.
Taking a peek to see what’s being reported around the world is one of our favourite, if non-standard, means of armchair travelling.
A Norwegian puddle-prone footbridge gets in the way of christenings, confirmations and school meetings; meanwhile in Spanish city Alcalá de Henares, a resident complains about the smell created by rubbish lorries while allowing us a splendid view across the rooftops; and in Malaysia, a pack of stray dogs is causing problems for one reporter.
We’d wanted to provide a reporting system that bettered those offered by local councils: in June 2012 that goal was seemingly affirmed when some councils purchased the system to place on their own websites.
We officially launched FixMyStreet for Councils, with Bromley and Barnet being the very first local authorities to implement it. Since then, we’ve been in a continual process of improvement, driven by input and collaboration with many councils around the country. Several more have become clients, too. We’ll have more news on the latest developments soon (and meanwhile, if you are from a council, you can learn more here).
One of the nicest things about a codebase like FixMyStreet is that it can be deployed in many — sometimes surprising — ways. If you’ve followed our blog over the years, you’ll have seen the Channel 4 collaboration Empty Homes Spotter; the bicycle incident-reporting platform Collideoscope; and a project fighting corruption in Malaysia.
Bringing out the poetry in potholes
There’s something about FixMyStreet that inspires some users to exercise their powers of descriptive prose: we celebrated many of them in this 2014 post.
Then there are the reports which attract comments from other users. Lots of them, year in, year out. This one about seagulls in Brighton, for example, has become a one-stop forum for people all around the country to come together in their mutual despair of and/or love for our coastal avian friends.
Ever more reports
You can track the progress as we head towards the next million reports on our new stats page; where you might also be interested to see which councils are currently responding to issues most quickly, and what categories of problem are most-reported at any given time.
As you can see, at the moment the site is handling around 4,000 reports a week: but you can expect that to rise when the weather gets colder — we always get a lot more pothole reports in the winter.
And, are you wondering just what that millionth report was about? Nothing is ever simple: because some reports are made and then subsequently deleted at the user’s request, or because they contravene FixMyStreet’s house rules, we can’t just identify report number 1000000 as the millionth. Those deleted reports retain their original numbers, even though they’re not live.
But doing a quick bit of calculation, we suspect that the rightful millionth report might be this utterly unremarkable one in Knowsley. Long live the unsensational reports that simply get things fixed.
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Image: Alison Benbow (CC by/2.0)
We are happy to confirm that FixMyStreet Professional (the service formerly known as FixMyStreet for Councils) has been accepted onto the GCloud9 procurement framework.
Why is this important?
Using GCloud9, which is overseen by the Crown Commercial Service, removes much of the admin burden from public sector teams who are seeking to procure cloud based software and makes it easier to get down to the question of who has the best product for their needs.
What is FixMyStreet Pro?
FixMyStreet Pro represents the outcome of our co-design project with Oxfordshire County Council to take our popular FixMyStreet platform and build in a new set of features that genuinely made it as useful as possible for their staff (and Council staff all over the UK).
With a focus on retaining the user focused design and approach FixMyStreet was known for we have added or improved functionality for Council customer service staff and introduced a whole new set of tools to support Council inspectors including the ability to manage their tasks from within the app and to work offline when out and about.
This project has also made some improvements to the wider user experience for citizens with new front-end features being added all the time based on user research and feedback.
Want to learn more?
You can find out more about the service over on the GCloud Digital Marketplace or check out our own product pages where you can also get in touch with us if you would like to see a demonstration of the service or learn more about how we might be able to help.
When working with data that you didn’t set out to gather you have to be careful to think about what the data actually means, rather than what it seems to be saying. As an example, one of the “interesting” side effects of FixMyStreet is a database of places people have reported dog poop (or “dog fouling” as it tends to be called academically). We now have over 20,000 locations across the UK where nature’s call has both been heard, and reported.
My first thought when learning about this data was “that’s a lot of dog poop!” but it turns out 20,000 dog poops is not a lot of dog poop at all. There are an estimated 8.5 million dogs in the UK, assuming (on average) each one poops once a day, they’ll produce over 3.1 billion poops a year.
So actually, 20,000 poops over nine years is nothing compared to the amount of pooping going on. But just because our data is a drop in the bucket doesn’t mean we can’t learn interesting things from it. The first question to ask is if we have a representative sample of where all this dog fouling is going on. The answer, sadly, is no. But the reasons for that answer raise further questions – which is interesting!
When you map the location of dog poo complaints in England against the Index of Multiple Deprivation , you get this:
This tells us that reports about dog fouling are roughly parabolic – there are more in areas in the middle than those that are either very deprived or very not.
This is interesting because when Keep Britain Tidy actually went out into the world and checked (p. 14), they found this:
This graph tells a very different story, where dog fouling gets worse the more deprived the area. But why is this? And why doesn’t our data tell the same story?
One reason we would expect more dog poop in the most deprived areas is that the most deprived areas are more urban. Taking the same IMD deciles and using the ONS’s RUC categories to apply a eight point ‘ruralness’ scale (where 1 is ‘Urban major conurbation’ and 8 is ‘Rural village and dispersed in a sparse setting’) lets us see the average ‘ruralness’ of each decile. While this reflects that deprivation is spread across urban and rural areas – the most deprived areas tend to be more urban.
As urban areas have fewer natural places to dispose of dog waste, and the most deprived areas are more urban, we would expect the most deprived areas to have more dog fouling. We also know that measures that contribute to IMD scores (such as crime levels) are related to trust and social cohesion in an area. When social cohesion is lower, we would expect more dog fouling because owners feel less surveyed and are less concerned with the opinion of neighbours. The real world increase reported by the Keep Britain Tidy survey supports these relationships.
The drop off in our reported data compared to the real world can be explained by features of the general model for understanding FixMyStreet reports — some measures of deprivation are correlated with increased reports (because they relate to more problems) and others with decreased reports (because they hurt the ability or inclination of people to report). We would also expect areas with worse deprivation to have fewer reports because of disengagement with civic structures.
Quickly checking the English dog fouling data (so only 17,103 dog poops) against the same model confirms that significant relationships exist for the same deprivation indexes as the global dataset with the largest effect size of a measure of deprivation being for health – as health deprivation in an area goes up, reports of dog fouling increase.
What this tells us is that our dog data (and probably our data more generally) is clipped in areas of the highest deprivation. We’re not getting as many reports as the physical survey would suggest and so our data has very real limits in identifying the areas worse affected by a problem.
This is a lesson in being careful about interpreting datasets you pick up off the ground – if you used this data to conclude the most deprived areas had a similar dog poop problem to the least deprived areas you would be wrong. Because we have an independent source of the real world rate of problems, we can see there is a mismatch between distribution in reports and reality. Using this independent data of ‘actual problems’ for one of our categories makes us more aware that there is negative pressure on reports in highly deprived areas.
If you’d like to learn more about the history of dealing with dog poo on the street (and who wouldn’t want to learn more about that!) – I’ve very generously gone into more detail here.
: An index that combines thirty-seven indicators from seven domains (income, health, crime, etc) to provide a single figure for an area that is indicative of its level of deprivation relative to other areas.
:This is relative. Rural areas still have problems with bagged dog poo (“the ghastly dog poo bauble” hanging from branches – as MP Anne Main put it). There is also a risk to the health of cows from dog fouling in farmland – so there are unique rural dog poo problems.
: Ross et al. found “People who report living in neighborhoods with high levels of crime, vandalism, graffiti, danger, noise, and drugs are more mistrusting. The sense of powerlessness, which is common in such neighborhoods, amplifies the effect of neighborhood disorder on mistrust.”
Header image: https://www.flickr.com/photos/scottlowe/3931408440/
It’s a little-known fact that FixMyStreet was originally called Neighbourhood Fix-It. Launching the site was a good idea, but changing that name may be the next best thing we ever did.
Ten years on, the site has processed over 900,000 reports, sending them to every local authority in the UK. In doing so, it helps citizens take an active part in keeping their own local communities clean, safe and functional. Meanwhile it ensures that you, the user, never have to give a second thought to which council needs to receive which type of report.
It’s been adopted as several councils’ primary fault-reporting interface on their own websites, from Bristol to Oxfordshire and even Zürich, and we’ve worked in partnership with these authorities to develop new features that make it as useful and simple to use as possible. Watch this space, as we’ll be talking a lot more about these soon.
FixMyStreet continues to surprise even us. Thanks to its remarkable flexibility, the codebase has also been used to underpin a number of other projects, including Collideoscope, where you can report cycling collisions and near misses, and the Channel 4 tie-in, the Empty Homes Spotter. We know there will be many more to come.
So, here’s to FixMyStreet. At heart, it’s a little site that matches a pin on a map with the body that’s responsible for that location. But when you consider what it’s achieved — getting communities fixed up, making council reporting interfaces more user-friendly, empowering people to take their first steps into local participation, even challenging corruption — well, we hope you’ll see why we’re proud of how far FixMyStreet has come.
You might already be enjoying one of the usability improvements that FixMyStreet version 2.0 has brought, though it’s possible that you haven’t given it much thought.
But for FixMyStreet, we hadn’t given much thought to letting you filter reports by more than one dimension, until Oxfordshire County Council suggested that it would be a useful feature.
For quite some time, you’d been able to filter by category and status (“Show me all pothole reports” or “Show me all ‘unfixed’ reports”), but this new functionality is more flexible.
You can now select multiple categories and multiple statuses simultaneously (“show me all pothole and graffiti reports that are unfixed or in progress”) — and all through the power of tickboxes.
If you’re a non-technical person, that’s all you need to know: just enjoy the additional flexibility next time you visit FixMyStreet. But if you are a coder, you might like to read more about how we achieved this feature: for you, Matthew has written about it over on the FixMyStreet Platform blog.