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.
If you’ve used FixMyStreet recently — either to make a report, or as a member of a council who receives the reports — you might have noticed that the site’s automated emails are looking a lot more swish.
Where previously those emails were plain text, we’ve now upgraded to HTML, with all the design possibilities that this implies.
It’s all part of the improvements ushered in by FixMyStreet Version 2.0, which we listed, in full, in our recent blog post. If you’d like a little more technical detail about some of the thought and solutions that went into this switch to HTML, Matthew has obliged with in a blog post over on FixMyStreet.org.
I’m just a few weeks into my position of Research Associate at mySociety and one of the things I’m really enjoying is the really, really interesting datasets I get to play with.
Take FixMyStreet, the site that allows you to report street issues anywhere in the UK. Councils themselves will only hold data for the issues reported within their own boundaries, but FixMyStreet covers all local authorities, so we’ve ended up with probably the most comprehensive database in the country. We have 20,000 reports about dog poop alone.
Now if you’re me, what to do with all that data? Obviously, you’d want to do something with the dog poop data. But you’d try something a bit more worthy first: that way people won’t ask too many questions about your fascination there. Misdirection.
How does it compare?
So, starting with worthy uses for that massive pile of data, I’ve tried to see how the number of reports in an area compares against other statistics we know about the UK. Grouping reports into ONS-defined areas of around 1,500 people, we can match the number of reports within an area each year against other datasets.
To start with I’m just looking at English data (Scotland, Wales and Northern Ireland have slightly different sets of official statistics that can’t be combined) for the years 2011-2015. I used population density information, how many companies registered in the area, if there’s a railway station, OFCOM stats on broadband and mobile-internet speeds, and components from the indices of multiple deprivation (various measures of how ‘deprived’ an area is, such as poor health, poor education prospects, poor air quality, etc) to try and build a model that predicts how many reports an area will get.
The good news: statistically we can definitely say that some of those things have an effect! Some measures of deprivation make reports go up, others make it go down. Broadband and mobile access makes them go up! Population density and health deprivation makes them go down.
The bad news: my model only explains 10% of the actual reports we received, and most of this isn’t explained by the social factors above but aspects of the platform itself. Just telling the model that the platform has got more successful over time, which councils use FixMyStreet for Councils for their official reporting platform (and so gather more reports) and where our most active users are (who submit a disproportionate amount of the total reports) accounts for 7-8% of what the model explains.
What that means is that most reasons people are and aren’t making reports is unexplained by those factors. So for the moment this model is useful for building a theory, but is far from a comprehensive account of why people report problems.
Here’s my rough model for understanding what drives areas to submit a significantly higher number of reports to FixMyStreet:
- An area must have a problem
Measures of deprivation like the ‘wider barriers to housing deprivation’ metric (this includes indicators on overcrowding and homelessness) as well as crime are associated with an increase in the number of reports. The more problems there are, the more likely a report is — so deprivation indicators we’d imagine would go alongside other problems are a good proxy for this.
- A citizen must be willing or able to report the problem
Areas with worse levels of health deprivation and adult skills deprivation are correlated with lower levels of reports. These indicators might suggest citizens less able to engage with official structures, hence fewer reports in these areas.
People also need to be aware of a problem. The number of companies in an area, or the presence of a railway station both increase the number of reports. I use these as a proxy for foot-traffic – where more people might encounter a problem and report it.
Population density is correlated with decreased reports which might suggest a “someone else’s problem” effect – a slightly decreased willingness to report in built-up areas where you think someone else might well make a report.
- A citizen must be able to use the website
As an online platform, FixMyStreet requires people to have access to the website before they can make a report. The less friction in this experience makes it more likely a report will be made.
This is consistent with the fact that an increased number of slow and fast home broadband connections (and fast more than slow ones) increases reports. This is also consistent with the fact that increased 3G signal in premises is correlated with increased requests.
Reporting problems on mobile will sometimes be easier than turning on the computer, and we’d expect areas where people more habitually use mobiles for internet access to have a higher number of reports than broadband access alone would suggest. If it’s slightly easier, we’d expect slightly more – which is what this weak correlation suggests.
Not all variables my model includes are significant or fit neatly into this model. These are likely working as proxy indicators for currently unaccounted for, but related factors.
I struggle, for instance, to come up with a good theory why measures of education deprivation for young people are associated with an increase in reports. I looked to see if there was a connection between an area having a school and having more reports on the basis of foot-traffic and parents feeling protective over an area – but I didn’t find an effect for schools like I did for registered companies.
So at the moment, these results are a mix of “a-hah, that makes sense” and “hmm, that doesn’t”. But given that we started with a dataset of people reporting dog poop, that’s not a terrible ratio at this point. Expanding the analysis into Scotland and Wales, analysing larger areas, or focusing on specific categories of reports might produce models that explain a bit more about what’s going on when people report what’s going wrong.
I’ll let you know how that goes.
This year, Bristol Council did something unusual and admirable. As far as we’re aware, they’re the first UK council to have taken such a step.
Working with mySociety on custom Open311 ‘middleware’ while adopting FixMyStreet as their fault-reporting system, they now enjoy full flexibility, no matter what the future holds.
Thanks to this open approach, Bristol will extract more value from their existing systems and lower operating costs. With integrated, open solutions, and the raised quality of report formatting that Open311 brings, everyone will benefit.
Councils are increasingly understanding the value of flexibility when it comes to service providers.
Contracts that lock them into a single provider for many years mean that, often, there’s no opportunity to benefit when technology advances, and disproportionate costs can be charged for implementing the slightest changes.
This desire for flexibility was a strong factor in Bristol City Council’s decision to adopt FixMyStreet for Councils — and that opened the door for a conversation about Open311.
We’ve always advocated integration via Open311, to the extent that we offer free hook-up with FixMyStreet to any councils who support it.
Because Open311 is an open standard, it supports the entire landscape of providers like FixMyStreet. Right now, Bristol can accept street fault reports not just from us, but from a full range of services — in other words, any site or app that cares to connect with them can do so. No-one knows what the future will hold: if a game-changing system emerges in the future, it makes sense that you’d be able to accept its reports.
All well and good: but when Bristol City Council implemented FixMyStreet as their fault-reporting system, the concept was taken a little bit further. With our collaboration, Bristol created their own Open311 ‘middleware’, sitting between the two systems and talking to both.
Via this method, their existing CMS, Confirm, can hook up to reports coming through from FixMyStreet. That all works smoothly — but, just as importantly, if Bristol ever decide to replace their CRM provider, they’ll be able to do so with no knock-on effect to FixMyStreet reports. And if they ever decide to replace FixMyStreet with a different provider, or indeed to accept reports from a range of providers, they can do that too.
Bristol found us via the GCloud procurement system, and are the first metropolitan unitary authority to install FixMyStreet.
Bristol launched its FixMyStreet service to the public in the summer of 2016.
This autumn, they added asset-based reporting, meaning that known council properties such as streetlights, grit bins and gullies are all marked on FixMyStreet’s maps. Residents can pinpoint and report the location of faults with these assets far more accurately as a result.
There’ll be a phased rollout across departments, starting with Highways and moving across departments as Bristol extend their own middleware. We’ll be watching with great interest.
The FixMyStreet codebase is used all over the world by people running versions of the site for their own country or jurisdiction. This week, we’re proud to announce the release of FixMyStreet version 2.0.
This version contains a wide array of new features that benefit FixMyStreet sites’ users, administrators, and the officials who receive reports. They include elements that the UK FixMyStreet was the first to trial, such as nicer-looking HTML emails for users and authorities, the ability to filter reports by multiple states and categories, a new admin user system with graduated permissions, and various bugfixes and development improvements.
Over the next few weeks, we’ll be publishing a series of blog posts over on fixmystreet.org/blog/, examining the changes in detail. If you run a FixMyStreet site, or you’re just interested in coding and technical issues, you may find them of interest. Meanwhile, here’s the broad overview.
New front-end features
HTML email: There is now the option for all emails sent by FixMyStreet to be HTML formatted where previously they were plain text only. This includes confirmation and questionnaire emails to the user, and report emails to the public body. These emails include any image added to the report, plus a small static map of the problem’s location.
State/category filtering and sorting of list pages: When viewing a list of reports, you can now filter and sort them in pretty much any way you choose, including sorting by most- or least-recently updated, newest or oldest, or most commented. You can also select multiple categories or states (e.g. “fixed”).
Pretty area highlighting on body pages: The highlighting of areas on a body page has been inverted, so that the unimportant parts of the map are shaded and you can interact more easily with reports on the page.
- Users can now update their own email address This was a frequent request from users and we’re glad to report that they can now do it themselves on their account page.
Performance improvements: When looking at reports from a list page, the other report pins stay visible so that it is easier to switch between them. The report itself is being pulled in behind the scenes, meaning the whole page does not need to reload. The map no longer extends underneath the sidebar and header, which makes things easier, and a scroll wheel can now zoom the map in and out.
Making privacy options clearer: The reporting form has been separated into public and private sections, to make it clearer which parts of what you provide will be made visible on the site.
Showing the relevant recipient: If you live in an area where there’s more than one body, the category you pick normally dictates which body we send your report to. Now, when you select the category we update the name of the body given at the top of the report page, if we know that the report will be sent there.
New admin user system
Admin users can now use the same log-in right across the site – whether they’re making a report like a standard user, or logging in to make edits and moderate the site.
In the past, the distinction between admin and other users was black and white. As an admin user, you had access to every part of the site, but users can now be given individual permissions for various layers of access. These include:
- Proxy users This layer grants the ability to create a report or update on behalf of a body, or as another user. We envisage this being useful in a body’s contact centre, where they receive a report over a phone and enter it into FixMyStreet as that user;
- Report editors Giving the power to edit a report’s category, state, or location. If the admin user changes the category, and that change means that a different body is now responsible for the report, it will be re-sent;
- List makers, who can compile their own shortlist of reports they wish to go and inspect. This may be useful for a contractor or team who wishes to compile the day’s tasks;
- Quick responders These users have access to response templates, allowing them to edit and publish templated updates;
- Prioritisers These users may set different priorities on reports;
- Trusted users A simple reputation system, which e.g. potentially lets reports from trusted users be actioned more quickly.
The admin report edit form has also been greatly improved, including a map to update a report’s location (and re-sending the report if the body changes), and much tidier layout.
Bugfixes and development changes
Bugfixes include updating the top-level domain (TLD) list for email validation, hiding authorities which don’t exist any more on the all reports page, and fixing the previously-broken photo preview display after form submission. We have dropped support for Internet Explorer 6.
If you’re a re-user of the codebase, there are a number of changes that will hopefully help you out. See the extended version of this blog post on fixmystreet.org for more details.
- HTML email: There is now the option for all emails sent by FixMyStreet to be HTML formatted where previously they were plain text only. This includes confirmation and questionnaire emails to the user, and report emails to the public body. These emails include any image added to the report, plus a small static map of the problem’s location.
When we talk to the users of our sites, sometimes there’s no remarkable tale to tell — just a day-to-day story of how someone is making a small but persistent positive change in their community.
Every month, around 7,500 people use FixMyStreet to help improve their neighbourhoods: getting potholes fixed, making dangerous pavements safer, or — as in the case of Van Tri Nguyen from Norbury, requesting the removal of unsightly rubbish and fly-tipping.
As Mr Nguyen told us, he first heard about FixMyStreet at a local association meeting.
“In front of my house there is a big park. It’s frequented by a lot of people, and particularly at night a lot of things happen there — and mountains of litter are left behind.
“Rubbish accumulates, not inside the park but on the road in front of it — just opposite my house! People just dump stuff from their car windows. There are three lime trees which I often find decorated around their base with rubbish, on average once a fortnight, but sometimes as many as three or four times a week.
“Once fly-tippers came and left an entire truckload of stuff. This road really is just a dumping ground, and while Croydon Council are aware of the problem, no-one has been brave enough to take a grip and get it sorted out.
“I reported the eyesore, both on FixMyStreet and to Croydon Council. I believe that when reports are published online, the council may feel some kind of pressure and ashamed.
“The results have been good. Right now, the road is reasonably clean.”
We’re sure that Mr Nguyen will continue to be the good citizen who takes action and reports rubbish as it reoccurs. He’s telling others, too:
“I’ve already spread the word to people who seem to care about the environment where they live.”
Some before shots
All images: Van Tri Nguyen