The mySociety Services team will be attending this year’s Channel Shift Conference on 17th June in London. We’d love to see you there, and we’d be happy to talk about your needs.
Local authorities using FixMyStreet for Councils have reported a shift of up to 300% from phone to online reporting. Why? Because when online reporting systems are this easy, phone contact plummets.
So we know how important channel shift is for councils, and we can help you achieve it. With central government calling on local councils to lead the way in cost-cutting via digital technologies, we know there’s great pressure to deliver services on an ever-lower budget.
The solution doesn’t have to be a lengthy and costly tie-in with a big provider, however. FixMyStreet For Councils shows how small independents can provide everything your clients need, with no long-running, over-priced framework agreements.
Come and have a chat and we’ll show you how other councils have implemented our services. We can answer all your questions about back-end integration, mobile apps and how we can tailor FixMyStreet to your needs.
We look forward to joining attendees from Central and Local Government, Housing, Police and the Private Sector, to discuss channel shift best practices. The conference will focus on overcoming key barriers, such as: culture change, integrating front-end to back-end systems, effective business process mapping, and demonstrating and promoting channel shift success.
Many of our services are tried and tested catalysts for shifting citizen contact online. We’ll be demonstrating the channel shift success we’ve had with our council clients, and showing how you can replicate that success with your own implementation.
Here is some more information about the conference:
- Chair: James Rolfe, Director of Finance, Resources and Customer Services, Enfield Council
- Keynote: Danny McLaughlin, Digital Service Manager, Department for Work and Pensions
- Steve Halliday, Chief Information Officer, Solihull Metropolitan Borough Council and Past President, Socitm
- Julie Robinson, Director of Resources, Watford Community Housing Trust
- Boris Worrall, Executive Director Futures, Orbit Group – Futures
- Ian Simons, Group Head of Social Media, RSA Insurance
- Natalie Proffitt, Head of Digital Media Services, Leicestershire Police
- Barry May, Head of Customer Services, London Borough of Camden
Email: firstname.lastname@example.org / 020 7202 0571
How many people visit mySociety’s websites?
That’s a question we don’t ask ourselves as much as many other organisations. Much of our current funding is dependent on transactions (that is, the number of people using the site to complete an action such as making an FOI request, writing to a politician, or signing up to receive emails when their MP speaks), and rightly so, since that is a better measure of the sites’ actual effectiveness.
All the same, visitor numbers* do tell us about things like how much public awareness there is of what we do, and which of our sites is more visible than the others, so it’s good to take a proper look now and again.
Which of our UK sites is most visited?
By far our most popular site in terms of visitor numbers is our Freedom of Information site WhatDoTheyKnow. With over 4.5 million visitors 2014-15, it’s had three times more users than its closest competitor, TheyWorkForYou.
As well as allowing users to submit FOI requests, WhatDoTheyKnow also puts the responses into the public domain, so that the information becomes openly available. Every request receives, on average, twenty readers, meaning that transactions do not show the whole picture for this site.
WhatDoTheyKnow’s user numbers are also rising steadily. It’s up 8% on last year, and March 2015 was its highest month for unique users since its launch in 2008, at 470,509.
Which is least visited?
This dubious honour goes to WriteToThem, which nonetheless welcomed 457,209 visitors during the year, either helping them to write to their representatives, or simply showing them who those representatives were.
This was still a decent 11% rise on the previous year, despite a real rollercoaster where some months dipped substantially from the previous year.
Which made the most gains in the last year?
FixMyStreet saw the biggest percentage change, with a 21% rise in visitor numbers compared to the previous year; we talked a bit more about that in a recent blog post. WhatDoTheyKnow had the highest rise in actual visitor numbers: over 360,000 up on 2013-14.
Which fell by the most in the last year?
TheyWorkForYou saw a 12% drop in visitor numbers year on year (and also the biggest drop in real terms)—disappointing, but something we hope to rectify with the new voting pages, an ongoing process of rolling redesign, and some grassroots outreach.
How much effect do external events have on visitor numbers?
We already know that, as you’d expect, when Parliament is on holiday, MPs, debates and legislation aren’t in the news, and TheyWorkForYou visitor numbers fall. There’s also a weekly pattern for all our sites, where far fewer people use them at the weekends, presumably indicating that lots of our users access them from work.
It’s too early to say exactly what effect the election has had on our sites: as I write, people are eagerly checking out the voting records of newly-appointed cabinet ministers on TheyWorkForYou.
One thing we know for sure is that fewer people will have been using WriteToThem, because there have been no MPs to write to for the last few weeks. We’ve removed the “write to your MP” links from TheyWorkForYou, which always drove a good deal of WriteToThem’s traffic.
FixMyStreet enjoyed a boost back in June, when it was featured on the Channel 4 programme ‘The Complainers’—and the nice thing is, user numbers never receded back to their previous levels after the programme was over. Maybe people just need to use FixMyStreet to see how useful it is.
How many people visit mySociety’s UK websites in total?
This is a difficult figure for us to produce with accuracy, because we don’t trace whether you’re the same person visiting a number of our different sites.
However, the aggregate total of visitors to all our UK sites (WriteToThem, TheyWorkForYou, FixMyStreet and WhatDoTheyKnow) for 2014-15 is 6,983,028. Thanks very much if you were one of them
How can I help?
Glad you asked! If you find mySociety sites useful, you can help us spread the word by telling friends, sharing the URLs with any groups you are a member of, posting on Facebook or Twitter, or writing to your local paper.
We have a number of materials for FixMyStreet which can be found here; we hope to create similar materials for our other sites too, and we’ll make sure we announce it on here when we do.
* Note: all references to ‘users’ refer to unique users within the period discussed. So, users in a year means individual people who may have visited any number of times over that year, but are only counted once; same with monthly users.
If you have a persistent problem with dog mess on your street, you might like to download this new poster from FixMyStreet and put it in your window—or even print out a few for your neighbours, too.
Doggy mess is just one of the common street problems you can report on FixMyStreet, and this encourages residents to do just that.
We hope you like this cheeky poop and his impassioned message. It’s the latest in a series of downloadable print-out materials from FixMyStreet: see the rest here.
Each of the previous three months has been a record-breaker for FixMyStreet. In January, you made the highest number of reports in the site’s history… until February. And then that record was smashed again in March with over 17,000 reports across the month.
FixMyStreet has been running since 2007, and it’s enjoyed increasing usage over that time, as you’d expect any site to do organically. The performance in the last few months, though—a 30% rise from the year before—has been notable. We reckon it’s been driven by a couple of factors.
At mySociety, we tend not to go for big advertising campaigns (read: we can’t afford them), but you might have noticed that we put quite a bit of effort into spreading the word about FixMyStreet at the beginning of the year.
Everything we did was low-cost and designed to help us promote the site to as many new people as possible:
- We offered a number of downloadable posters and other promotional materials (if you haven’t seen these yet, go and take a look; we think they’re pretty nice)
- We sent our users a stack of branded postcards that they could share with others to let them know about FixMyStreet
- We also contacted a large number of community newsletters and magazines, serving towns, parishes and villages across the country: perhaps you saw us featured in your local publication.
Users from council sites
That all paid off, but there was another source of reports helping us achieve our record figures.
That source was our client councils, who have FixMyStreet as the primary fault-reporting system on their own sites.
Eight UK councils currently have FixMyStreet installed, with every report made on via the system on the council site being published on fixmystreet.com, and vice versa.
Between them they’ve added just over 16,500 reports this year.
Riding the wave
So far this year, we’ve seen an overall average of 16,000+ reports per month, and there have been over 50,000 reports since 2015 began.
Now, let’s hope all those reports get some kind of a response, because as the recent research we collaborated on showed, getting something fixed has the power to turn first-time reporters into conscientious, engaged repeat reporters. And that’s all for the good.
Our recent collaboration with a team of researchers at the World Bank goes to show that it’s no different when it comes to civic participation. The team analysed almost 400,000 anonymised FixMyStreet reports to prove the hypothesis that, if a user’s first report is fixed, he or she is more likely to go on and make more.
So, just as a biscuit may give us a sugary high that we’re keen to experience again and again, the knowledge of having done ‘local public good’ is enough of a hit to bring people back to make another FixMyStreet report. In fact, they are 54% more likely to do so.
A learning for local government
What can our councils learn from this research? That responding to a resident’s report may have more than the obvious, immediate effect.
By fixing a user’s issue, a council is increasing the probability that that citizen will become a regular reporter of issues, and possibly (although this wasn’t covered by the current research) a more engaged citizen all round.
In short, it’s a two-way street. Ignore a report, and you run the risk of alienating a user enough that they never bother to engage again. Fix it, and you’ve proved the value of making contact.
Not many people realise that we fund a proportion of our charitable work by carrying our commercial development and consultancy work for a wide range of clients.
Last year, we scoped, developed and delivered a real variety of digital tools and projects. Some of the projects were surprising. Some of them made us gnash our teeth, a bit, as we grappled with new problems. But all of them (and call us geeks if you like) got us very excited.
Here are just twelve of our personal high points from last year. If you have a project that you think we might be able to help you with in 2015, we’d love to hear from you!
1. We Changed the Way in Which Parliament Does Digital
This time last year, a small team from mySociety was poring over analytics, interview content and assorted evidence from Parliament projects dating back last 2-3 years, to help us put together a simple set of recommendations to conclude our review.
11 months later, Parliament have announced their first Head of Digital, fulfilling one of our key recommendations.
2. We helped the MAS and the FCA protect financial consumers
We built the Money Advice Service’s (MAS) first responsive web application, the Car Cost Calculator.
This tool takes one simple thing you know (the car you wish to buy) and tells you roughly how much it’ll cost to run that car against any others you might be interested in. It has been one of MAS’ most successful online tools in terms of traffic and conversion.
We also built the Financial Conduct Authority’s Scam Smart tool, aiming to prevent financial scams.
This tool helps users considering a financial investment to check a potential investment. Users enter information about the type of investment, how they heard about it and the details of the company offering it to them and get back tailored guidance and suggested next steps to help them ensure the investment is bona fide.
3. We Gave Power to the People of Panama (soon)
Working with the The National Authority for Transparency & Access to Information (ANTAI) and the Foreign & Commonwealth Office (FCO), we set up our first government-backed instance of our Freedom of Information platform, Alaveteli, in Panama.
This project will ensure that Panama’s FOI legislation is promoted and used, but it will also shine a light on ANTAI, who are responsible for ensuring ministries and organisations publish their information, and handling case appeals.
4. We Mapped All the Public Services in Wales
After we extended the Mapumental API to produce data output suitable for GIS (geographical information systems), the Welsh Government were able to map public services in Wales for their Index of Multiple Deprivation calculations.
Over the course of the year they have calculated travel times for over seventy thousand points of interest.
5. We Launched a New Organisation in Four Weeks
Simply Secure approached us in dire need of a brand, an identity and a website to accompany the launch of their new organisation to help the world build user-friendly security tools and technologies.
Cue four weeks of very intense work for mySociety’s designer, supported by members of the commercial team. And we did it.
6. We Printed Stuff BIG (and found people jobs)
Xerox will be using these with the DWP to help job seekers find work that is within reach by public transport. As a byproduct, Mapumental now handles high-fidelity print based outputs: get in touch if that is of interest.
7. We Opened Up Planning Applications
With Hampshire County Council we had the opportunity to build a new application to help assist members of the public and business better understand what was happening around them. For us, it was also the first application in which we worked closely with a provider of a linked data store, in this case Swirrl.
When Open Planning goes live, it will look to help improve social engagement and the economy of Hampshire through better understanding and transparency of planning data.
8. We Proved (Again) That FixMyStreet Isn’t All About Potholes
We launched Collideoscope on October the 7th with our first sponsor—Barts Charity, with the aim of generating data both on incidents involving cycles, and near misses.
9. We Helped Launch a Film
We built a tool for the British Museum, to go alongside the general release of Vikings Live. The Norse Names project brought a sense of context and personalisation to a dataset gathered by the University of Nottingham.
10. We Made Data More Exciting
This year, they asked us to build something similar for bus users. We’re entering the final week of development now, and the finished product should be launched in March.
The main aim of this site? To take data that could be considered pretty dry, and make it a lot more engaging.
11. We Fixed Yet More Potholes
That means that residents of those places can now make their reports direct from their council’s website, or via FixMyStreet, and either way they’ll have all the benefits of FixMyStreet’s smooth report-making interface.
12. We Showed Parliament the Way
And so, we end where we began. While Parliament were busy interviewing candidates for their new ‘Head of Digital’ position, we were commissioned to demonstrate what Hansard might look like were a platform like SayIt used instead of the largely print-based publishing mechanisms used today.
The result was shared internally. While SayIt may not be the end solution for Parliament, it’s great to have had some input into what that solution might be.
And in 2015…?
Got a project that you’d like us to be involved in?
We’ve just put together a brand spanking new page of downloadable FixMyStreet goodies.
Ever tried to explain FixMyStreet to a friend? Well, now you can thrust a flyer into their hand instead – much easier, and you know they won’t forget the web address.
Our goodies page includes all sorts of materials, including:
- posters and flyers to print out at home
- worksheets with ideas for schools or community groups
- print-out doggy poop flags (…yes!)
- artwork and articles that can go in community newsletters
We hope you will enjoy them – and, of course, we really appreciate each and every time someone makes the effort to help us spread the word about FixMyStreet.
As a small charity, we don’t have the kind of marketing budget to allow us to buy billboards or TV advertising, so this kind of help is incredibly useful to us.
We’re also considering putting together a small online shop selling physical items in the future, too: batches of FixMyStreet postcards, mugs, hats, bags, etc.
Let us know if you’d be interested in things like this – or any other bright ideas for other FixMyStreet-branded goodies you’d like to see. This is a new area for us, and we’re open to suggestions!
All well and good, but mySociety’s developers don’t just roll out the big stuff. Smaller releases are happening all the time, and, as a bunch of them have all come at once, we’ve put together a round-up.
Oh – and it’s worth saying that your feedback helps us prioritise what we work on. If you’re using any of our software, either as an implementer or a front-end user, and there’s something you think could be better, we hope you’ll drop us a line.
Here’s what we’ve been doing lately:
We’ve just released version 1.2 of our postcodes-to-boundaries software.
The new version adds Django 1.7 and Python 3 support, as well as other minor improvements.
The latest version of our transcript-publishing software, 1.3, adds mainstream support for import from fellow component PopIt (or any Popolo data source). That’s key to making it a truly interoperable Poplus Component.
SayIt is now also available in Spanish. Additionally, there are improvements around Speakers and Sections, plus this release includes OpenGraph data.
Many thanks to James of Open North, who contributed improvements to our Akoma Ntoso import.
Our software for storing, publishing and sharing lists of politicians now has multi-language support in the web-based editing interface as well at the API level.
Release 0.20 of our Freedom of Information platform sees improvements both to the Admin interface and to the front-end user experience.
Administrators will be pleased to find easier ways to deal with spammy requests for new authorities, and manage the categories and headings that are used to distinguish different types of authority; users should enjoy a smoother path to making a new request.
Version 1.5 of the FixMyStreet platform fully supports the new Long Term Support (LTS) version of Ubuntu, Trusty Tahr 14.04.
Four new languages – Albanian, Bulgarian, Hebrew, and Ukranian – have been added. There are also some improvements across both admin and the front-end design, and a couple of bugs have been fixed.
Whatever mySociety or Poplus software you’re deploying, we hope these improvements make life easier. Please do stay in touch – your feedback is always useful, whether it’s via the Poplus mailing list (MapIt, PopIt, SayIt), the FixMyStreet community or the Alaveteli community.
In a recent blog post, we summarised the research we commissioned from the University of Manchester’s Rachel Gibson, Marta Cantijoch and Silvia Galandini, on whether or not our core UK websites have an impact.
The full research paper is now available, and you can download it here .
Professor Rachel Gibson says: “This research presents a unique and valuable insight into the users of online resources such as FixMyStreet and WhatDoTheyKnow.
“Through applying a highly original methodology that combines quantitative and in-depth qualitative data about people’s experience of mySociety sites over time, we provide a picture of how eDemocracy tools are contributing to activism at the local level.
“We thank all those that contributed to this important study and mySociety for their co-operation in developing this highly rewarding and academically rigorous project.”
Our thanks to Rachel, Marta and Silvia for conducting this research, which utilised methods not previously used in the civic tech field. We hope that it will prove a useful foundation to our own further research, and that of others.
Beautifully crafted prose: it’s not generally the first thing on your mind when you’re contacting the council about potholes, overflowing bins, or a faulty streetlight.
And yet, some FixMyStreet users clearly take a certain delight in the art. Today, we’d like to bring you ten FixMyStreet reports that go above and beyond the usual calibre of citizen-to-council communication, and ascend almost to the level of… dare we say, art?
1. The clanking manhole
Last night I conjured a horde of Spartan warriors smashing their shields with copies of the Highway Code. I believe that’s what they call an involuntary metaphor.
Michael bought a flat near the main road. He didn’t mind, until one day, a manhole started clanking… and clanking… Read the whole report here.
2. The missing road sign
The posts designed to proudly hold aloft the road name, guiding lost wanderers towards their destination, stand forlornly, relics from a forgotten age, their purpose lost to the mists of time.
The initial report is nothing out of the ordinary – it’s in the updates that this Hythe resident starts really going to town. Read the whole report here.
3. Roland Rat
Ten days on, he stinks and if he gets any flatter from vehicles running over him, I’ll stick a stamp on him and post him.
A concerned citizen of Appledore left a dead rat in situ, just to see what would happen. Read the full report here.
Maybe laid by a new breed of super dog. It is still steaming and has been there for weeks.
Need we explain the context for this one? In fact, there’s little more to it than you see quoted above, but with imagery like that, who needs reams of prose? See the whole report here.
5. Battling gulls of Cardiff
Splattered birds on the road, presumably […] too exhausted after battling with piercing the hardy black plastic, to get to the riches within, to attempt fly away to safety.
This anonymous user was fed up with seeing residents put food out in their rubbish, attracting gulls. Read the whole report here.
6. With a little imagination, any street fault can be a boon
I have had my windows open fantasising that I am living on an Italian Piazza with an enormous fountain at its centre.
One Fulham resident reports a leak; a commenter urges them not to fix it. See the full report here.
7. Are clowns made of balloons?
It looks like a clown has exploded
In an otherwise standard report, a Nottingham resident pulls out this extraordinary turn of phrase to describe the detritus left after a water balloon fight. Read the full report here.
8. Happy Easter
PLEASE stop moving the bin. PLEASE keep it in ONE place *next* to the path. Not a meter away from the path, not two meters away from the path and not in the daffodils against the wall, but actually next to the path where people can reach it.
Actually, it’s not the main body of this Coldstream report itself; it’s more the polite sign-off coming straight after a rant. Very British. Read the full report here.
9. A poor, innocent mini roundabout sign
If I didn’t know better, I’d worry [it] had been done by the Incredible Hulk after someone had made him very angry.
This Brighton mini roundabout sign has a few worries. Read the full report here.
10. Stinky bin
A bin here smells like the devil’s halitosis
Another wonderful turn of phrase from a Plymouth FixMyStreet user in this short, but amply descriptive, post. See the full report here.
You don’t have to be a great author to make a report on FixMyStreet
Your prose may not be as purple as in the examples above, but that doesn’t matter.
In fact, if you keep reports clear, polite, and accurate, you’ll still run a good chance of getting things fixed.
Giving council workers – and FixMyStreet readers – a good laugh? That’s optional.