Using WhatdoTheyKnow Pro, this project pieced together a nationwide dataset, and generated important stories at both national and local levels.
Sold from Under You, a project from the Bureau of Investigative Journalism, revealed how much publicly-owned property has been sold off across England, as a response to austerity measures. In all, TBIJ discovered that over 12,000 buildings and pieces of land have been disposed of, bringing councils revenue of £9.1 billion — some of which has been spent on staff redundancies.
In collaboration with HuffPost, the findings were presented in the form of an interactive map which allows users to explore sales in their own area.
The investigation required a significant amount of data collection via FOI requests to 353 councils, work which was aided by WhatDoTheyKnow Pro. More than 150 people across the UK, including local journalists, took part in the collaborative investigation. As well as HuffPost’s coverage, stories were run in regional news outlets across the country. The project has now been shortlisted for the Data Journalism awards.
We spoke to Gareth Davies from TBIJ to understand how the organisation approached this ambitious project, and what part WhatDoTheyKnow Pro played in it. Here’s what he told us:
“The Bureau has been investigating the local government funding crisis in the UK for the last 18 months. The initial part of this particular investigation focused on the overall financial health of local authorities and used data to determine which were under the most pressure. We then wanted to look at the impact of the funding crisis so teamed up with Hazel Sheffield and her Far Nearer project to look at the public spaces that were being lost as a result.
“At the start of the investigation we undertook a research period to determine what local authorities are required to publish about the buildings and land they own, and how many of them were adhering to those rules.
“We discovered that while councils have to publish annual lists of the assets they own, this does not include vital information such as who assets were bought from or sold to and the prices paid.
“Also, two thirds of councils update the same spreadsheet each year, meaning change over time is lost. As a result it became apparent that FOI would be required to obtain the information we were interested in. FOI is a tool we have used for a number of stories, particularly those produced by our Bureau Local team.
“The information we wanted could be divided into two groups: what assets councils were buying and selling, and what they were doing with the money raised when an asset is sold. The research period showed we would need FOI to obtain this data.”
More than 700 FOI requests
“To reduce the risk of requests being refused for exceeding the cost/time limit, we needed to submit two separate requests to each of the 353 local authorities in England.
“Previously I had submitted and managed bulk FOI requests via email. However, staying on top of more than 700 requests would have proven very challenging. I was aware of the WhatDoTheyKnow Pro platform but hadn’t used it before, so thought this would be the ideal opportunity to test it out.
I don’t think I would have achieved that without WhatDoTheyKnow Pro
“It was useful to have up-to-date contact details for each authority and to be able to send the FOI requests in one go. But probably the most useful feature was the way in which WhatDoTheyKnow Pro tracks the status of each request and shows you when the public body in question has exceeded the statutory time limit. This made it a lot easier to stay on top of which councils needed to be chased and when I needed to do it.
“Managing so many FOI requests was still challenging and very time consuming but it would have been much harder by email. The first batch of requests had a success rate of more than 95% and the other (which was more detailed) was around 85%.
“I don’t think I would have achieved that without WhatDoTheyKnow Pro and, as a result, the investigation and interactive map we created would not have been as comprehensive.”
Refining the requests
While councils have to publish annual lists of the assets they own, this does not include vital information such as who assets were bought from or sold to and the prices paid
“I sent requests to one of each type of local authority (London borough, metropolitan borough, unitary, county and district) to test what, if any, information councils would provide. The fact that all of those requests were successful meant I had confidence when submitting the batch requests.
“It also allowed me to include additional information in the bulk requests, because some of the test councils erroneously withheld, under Section 40, the identities of companies. As a result I added a note to the request highlighting that this would not be a correct application of that exemption.
“As each response came in I recorded them in two separate spreadsheets — one showing what assets had been bought/sold and another containing information about how the money raised from asset sales had been used. Gradually we built a comprehensive picture of what was happening with public spaces, and that was crucial for our story.”
Bringing about change
There have been tangible results from this investigation.
“The government launched an investigation into the sale of assets by Peterborough Council as a result of this particular story, focusing on that area.
“We submitted our findings to an inquiry currently being held by the Communities and Local Government select committee and were mentioned by name during the first day of oral hearings.
“And last month the Public Accounts Committee announced it would hold a similar inquiry into the sale of public land. Several councils halted their property investment policies after our coverage revealed how much they had borrowed to fund the purchases.”
Thank you very much to Gareth Davies for talking to us about the Sold From Under You project.
Image: Daniel von Appen
In a major new inquiry, The Bureau of Investigative Journalism made Freedom of Information requests across all 353 councils in England.
Their aim? To build up a full picture of the public places and spaces sold by councils across the country, as they struggle to make up funding shortfalls.
The Bureau used WhatDoTheyKnow Pro‘s batch functionality to help them in this mass investigation, which has resulted in an important report for Huffington Post as well as an interactive public database where you can search to see what your own local council has sold.
In total, councils’ responses have confirmed the sale of over 12,000 assets since 2014. The report goes on to prove that in many cases, the proceeds have been used to fund staff redundancies as authorities are forced to cut back.
Investigations like this serve to highlight one of the key benefits of WhatDoTheyKnow Pro’s batch feature. While some of the data may have previously been available piecemeal – published in regional papers, perhaps, or requested at a local level — this is the first time that the full picture across the country has been made visible.
One of the journalists responsible for the report, Gareth Davies, says:
I’ve been working on these FOIs since July last year and I’ve no doubt the dataset I built would be nowhere near as comprehensive without the @WhatDoTheyKnow Pro dashboard. Also means I know exactly which councils have still yet to respond, 180+ days later.
We are glad that the service was of help.
If you’d like to check out WhatDoTheyKnow Pro, sign up here.
What can you do if you suspect your local council of financial misconduct?
One solution is to take a good hard look at their books; and thanks to the Local Audit and Accountability Act we all have the right to do just that for a set 30-day period each year.
The People’s Audit is a volunteer-run network of people who are keen to raise awareness of these little-known rights, in the belief that local government spending should be open and accountable to local people.
At the same time, they’re using the Act to good effect themselves, as they probe into spending anomalies in their own borough of Lambeth. They’ve found that the Freedom of Information Act has proved a useful complement to their auditing activity.
Investigating financial misconduct
We spoke to Ben Rymer from The People’s Audit to find out more. What exactly have they uncovered to date?
“Perhaps the most worrying finding was around the Fenwick Estate regeneration project in Clapham. The chosen supplier was almost £6 million more expensive than some others who tendered. This is a massive red flag as the likelihood of this sum being accounted for by quality of work alone is slim.”
There’s plenty more: Ben says they’ve made concerning findings around public housing, procurement and contract management and how major works are overseen, from possible price fixing between contractors to payments for work that was never done.
For example, the group say that a sampling of some of the housing blocks on the Wyvil Estate in Vauxhall indicates that the council paid its contractors for more than twice the number of repairs that were actually carried out.
They also claim to have found evidence of land in Kenningham and Streatham being sold to a private developer at a discount of at least £1m, without any competitive tender.
And another major finding was that costs for Lambeth’s new town hall — originally flagged as a money-saver for residents — have overrun by more than £50 million.
Two Acts working together
So, some substantial discoveries. Where does Freedom of Information come into the picture?
Ben says that the two Acts can be used together, to good effect. “The Local Audit Act requires access to be given to documents relating to costs incurred by the council in the preceding financial year. Once these have been obtained, FOI requests can then be targeted more precisely using the insights gained from such documents.”
But there is a slight snag: with the Local Audit Act offering access only within a specific period of 30 days each year, the FOI Act’s prescription that a response must arrive within ‘up to 20 working days’ does not allow for much wiggle room, especially if the FOI response generates more questions that might be answered through scrutiny of the accounts.
Ben says that unfortunately, responses to both Acts are often delayed, refused on the grounds that they would take too long (despite similar requests to other councils being processed without an issue) or just ignored. “An extreme example is our attempt to obtain the original budget for Lambeth’s new town hall, which we have now been trying to get hold of for 18 months!”.
But all of this notwithstanding, WhatDoTheyKnow has been a useful tool for the FOI side of the People’s Audit’s investigations: “It is an easy way to organise FOI requests, and the fact that it’s all in public means that other people can use the information in the responses — though we do also submit requests directly to the council.”
“One notable success was when one of the team received some emails via WhatDoTheyKnow following the audit inspection period in 2015 which showed that the council had agreed to install gyms in libraries months before any public consultation on the idea.”
So, the group have uncovered plenty of concerning information — but have they actually made a difference?
Ben says that they’ve achieved a good amount of local and national press attention. More importantly, they’ve seen an increased focus on financial issues among the people of Lambeth, especially in the run-up to the local elections in the spring. “Given that we are all volunteers with day jobs and families we think this is a pretty good result!”
And they believe that there’s been some effect within their local authority too, although not as wholehearted as they would have liked. “They have published their responses to citizen audit requests and are making more positive noises about the importance of transparency.
“However, they are also imposing arbitrary limits on the amount of information which citizens can request and have put in place ‘guidance’ around requests which we think may be intended to discourage further requests.”
If the Local Audit and Accountability Act is new to you, you may be wondering whether you should be using it yourself. The People’s Audit think you should consider it:
“Local Government financial scrutiny is really important and these powers need to be used to their fullest to prevent wasteful spending or corruption. Many people don’t realise that councils are often £1bn+ organisations, or that UK councils spend a total of over £92bn a year. Yet since the Audit Commission was abolished there is very little scrutiny of this spend.
“Many local newspapers have closed in recent years so citizen audits and hyperlocal publications have become more important.
“The powers are hugely underused currently. However what we’ve hopefully shown is that a group of committed individuals can use them to good effect.”
If you’d like to do the same, find out more on the People’s Audit website.
Against conventional wisdom, we’ve just published the staff manual for FixMyStreet Pro online, where it’s easy for anyone to access.
When we were putting this manual together, we thought we’d have a quick google round for other council SAAS documentation, to see if anyone was doing it particularly well.
We didn’t get very far, though — it seems there’s a culture of corporate secrecy amongst other suppliers, and a fear of publishing such materials in case of imitation.
Why so open?
We’ve gone our own way on this one for a few reasons.
First, because it helps our clients. We know that it’s far easier for customers to look online for materials than it is to remember where they’ve put a physical handbook.
We know we could have put it behind a password, but that just adds an impediment for our existing customers, as well as for anyone hoping to understand the service a little better before making a purchasing decision. Plus, who remembers passwords for something they might only be accessing a couple of times a year? It’s just extra faff.
This way, staff only need bookmark the documentation page, and they’ll always be able to find the most up to date version of the manual.
There’s another reason as well, though. Most mySociety codebases — including FixMyStreet — are Open Source, meaning that anyone who wants to can inspect or use the code for their own purposes. If anyone really wanted to know our ‘secrets’… well, they’re already out in the public domain.
We reckon there’s more to gain by publishing our instruction manual than there is to lose. Sure, competitors might see what features we offer, and they might even copy them. We’re confident, though, that our customer service, company culture, and our insistence on making our products as user friendly as possible, all give us an advantage that imitators are unlikely to be able to match.
So, if you’re from a council yourself (or if you’re just curious) please do go ahead and read the manual. We hope you’ll find it of interest, and that it might cast some light on what makes FixMyStreet Pro different from other offerings in the field.
We often talk about how FixMyStreet Pro can integrate directly with council’s existing systems, and how doing so can help councils be more efficient — but what exactly does that mean in practice?
Let’s take a look at our two most recent FixMyStreet Pro installations. Both B&NES and Buckinghamshire councils use the same asset management system, Confirm, and it gives us a great example of how FixMyStreet Pro’s ability to ‘communicate’ with such systems will make everything a whole lot easier for residents and for council staff, even with two very different types of local authority.
Saving time and effort
FixMyStreet has always provided the resident with an easy interface through which to file a street report. For many councils, however, such reports arrive in an email inbox and then have to be forwarded to the right location or typed into the council’s CRM, all adding to the sum total of time and effort dedicated to each report.
Now, using the Confirm API, Bucks and B&NES councils can access and work on FixMyStreet reports through Confirm’s standard ‘inspector module’, removing any need for this extra step.
Optionally, the information flow can go both ways, and indeed this is the case for both B&NES and Buckinghamshire councils. What this means is that for example, when an issue has been inspected and council staff change its status (perhaps from ‘report received’ to ‘repair underway’), this status change will be passed back to FixMyStreet, automatically syncing with the site, and notifying the report-maker with the update — again removing another mundane task from customer services staff.
If a highways inspector should come across a new issue while they are out and about on their rounds, they can raise an issue in Confirm just as they always would have. But now, that will also create a report on FixMyStreet which residents can view, keeping everyone up to date and ensuring that reports aren’t made about issues that the council already know about.
FixMyStreet Pro also allows for council administrators to create template responses — an invaluable timesaver when responding to one of the more common situations such as “issue identified and prioritised” or “issue now fixed and closed”. While Confirm also has its own template responses, FixMyStreet Pro offers more flexibility, as the same template can be reused across multiple report categories and status types. Buckinghamshire really saw the benefit of this: they were able to reduce the number of templates in use from around 450 to 46.
Assets such as streetlights, grit bins and gullies can be pulled through from Confirm and overlaid on the map. This makes it significantly easier for both residents and staff to locate and report issue, speeding up the issue resolution time — we’ll be delving more deeply into this in our next blog post, with a few more technical details for those who are interested.
Residents in these areas can make reports on the councils’ own websites, where they’ll find FixMyStreet as the street fault interface — or through the main FixMyStreet website and app. Whichever you choose, your reports will be published in all three places.
So far, so convenient for residents — but behind the scenes, there’s lots more going on that improves the efficiency of the whole fault-fixing cycle.
Both councils are users of the Confirm CRM system, with which FixMyStreet Pro can now be fully integrated. What that means in practice is that when you make a report, it drops directly into the council’s existing workflows, with no need for someone in the middle to retype or redirect your report.
Council staff can use the best of both systems’ useful tools for shortlisting, inspecting and updating the status of your issues — and when a report has been progressed to the next stage of the fixing cycle, you’ll be automatically kept up to date both by email, and with messages posted directly to your report page.
In another advance, both councils are now displaying assets such as bins, trees and adopted highways in context-sensitive areas of the report-making journey, so it’s easy to identify exactly which one you’re talking about when you make your report. That saves time for you, and for the council when they go out to fix it .
If you’re interested in the technical details, we’ll have more about both Confirm integration and asset layers in future blog posts.
This is part II in a series of blog posts about our work with Hackney Council to conduct a discovery and prototyping project to improve the public-facing parts of information request processes. Read the first part here.
With our experience of running WhatDoTheyKnow and Alaveteli, we’re big believers in the importance of information transparency laws in our democratic system. But at the same time, we understand the operational challenges of meeting the statutory requirements of these laws for public bodies.
The challenges of dealing with information requests
While many local authorities have dedicated information governance staff whose job it is to manage requests, finding and compiling the information is often done by hard-pressed staff within services, fitting in information-related work around their core responsibilities.
Requesters sometimes have the expectation that information is all carefully organised in a few databases, ready to be aggregated and extracted at the click of a button. In reality, the degree to which information is well-organised varies a lot between services in a council and between different councils, often because of procurement decisions and departmental priorities stretching back many years.
Working with Hackney Council
We’re part way through our project with Hackney Council that Mark wrote about a few weeks ago, helping them redesign the public-facing parts of their FOI and Subject Access Request (SAR) services, so we’ve seen these challenges up close. We’ve also seen how they can be made even trickier by legacy IT systems that are no longer fit for purpose.
— Rob Miller (@RobMiller31) February 28, 2018
At our ‘show and tell’ last week with Hackney, we shared findings from some of the research we’ve done, along with early prototypes of potential new FOI and SAR submission forms, both created collaboratively with Hackney Council staff.
Prototyping with the GDS toolkit
We decided to go straight from sketches to HTML-based prototypes for this project. We thought that moving in-browser with real interactive elements would make it easier to test out some of the more complicated interactions and conditional workflow of the SAR process in particular.
Prototyping is about quickly testing hypotheses, and not getting bogged down in implementation details. So it was a pleasure to use the GDS frontend toolkit to build our prototypes. Not only did the GOV.UK toolkit help us build something relatively rich in just a few days, but it also meant we benefited from GDS’s previous work on design patterns developed for exactly this kind of context.
Using public information to reduce FOI requests
When submitting a request via WhatDoTheyKnow, users are automatically shown previously submitted requests that might answer their question, and we know that almost 10% of requesters have a look at these suggestions in more detail.
As you can see here, we took this pattern from WhatDoTheyKnow, and enhanced it further in our FOI prototype.
Now, as well as prompting with previous FOI responses from a disclosure log that we’re hoping to build, we also want to include relevant links to other topical or frequently requested information, drawn from other data sources within the council.
If we can get this to work well, we think it could have a number of benefits:
- Helping the person submitting the FOI get their answer more quickly
- Reducing the number of requests that would otherwise have been sent to the council
- Encouraging more proactive, structured publishing of data by the council.
It’s this last point which we’re really interested in, longer term. We think using a common sense technology approach to highlight possible answers to FOI requests before they are made will get people answers more quickly, reduce the burden on responders, and reinforce efforts to proactively release commonly requested data leading to real transparency benefits.
We’ve been doing usability testing of these prototypes over the last few days, and will be looking very closely at whether our assumptions here stand up to scrutiny.
Reducing back and forth around SARs
Given our background, we’re inevitably very interested in the FOI component of this project, but the Subject Access Request component is no less important. And while there’s none of the same opportunity for pre-emptively answering people’s requests, there’s plenty of scope for making the submission process a lot smoother.
A valid FOI is just a written request and some contact details, but the information needed for a SAR to be valid is much greater and more complicated. For example, along with the specifics of the request, a solicitor asking for personal information on behalf of a parent and their 16-year old child would have to provide proof of ID and address for both family members, a letter of consent from the child, and a letter of authority from the parent, confirming that the solicitor is acting for them. Even the most straightforward SAR calls for the handling of personal data and confirmation of the requestor’s identity and address.
Given all this complexity, it’s easy for there to be a lot of back and forth at the start of a SAR: clarifying a request, asking for documents, arranging receipt of documents, and so on.
We’re hoping to build something that makes it much clearer to the person making the request what they’ll need to do, thereby taking some of that responsibility off the shoulders of the team managing the requests.
The sketch above was our first crack at something that could handle (most of) this complexity, and we’ve made a number of changes since then as our understanding of it all has increased.
Recruiting representative users to test SAR submission has proved challenging and wasn’t helped by the Beast from the East rearing its snow-covered head. But we changed tack and successfully ran some guerilla testing in Hackney’s service centre last week, and we’re hoping to do further testing later in the project that has more chance of benefiting from contacts cultivated by individual services.
Changing the conversation
The conversation around information requests often focuses on the burden of responding. And although the number of information requests local authorities receive is unlikely to decrease any time soon, we’re hoping that through our collaboration with Hackney, we can make handling them a whole lot easier.
If we do it well, we think we could eliminate a lot of the process issues created by poorly-designed legacy systems, while baking in a fundamentally more open and transparent way of operating that has the potential to benefit both citizen and state alike.
If you’re responsible for managing FOI requests or data protection in your own public sector body and you’d like to follow this project in more detail—or if you’d like to participate in some of the discovery work—then please get in touch at email@example.com.
Image: Sarah Palmer-Edwards
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 firstname.lastname@example.org 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.
Work for a council? Tell us what you need
We’re making some pretty big improvements to the FixMyStreet for Councils service at the moment: improvements that will save councils both time and money, while giving them flexibility and insights into their fault report handling.
This has been our core focus over the last six months, working with our customers to design a new category of case management system, for local government, and by local government.
We’ve been working together with local authority insiders because they’re the people who know best what they require from a piece of software they will use every day. If you also fall into that category, we’d love to hear from you.
We’ll be sharing early iterations of the improved service as we make progress. Your feedback will be part of that process, helping shape a service that does everything you need it to do.
As we add these new case management features, we’ve set three core principles:
- To lower the operating cost of highways, parks and streets management by improving the user experience for all involved, from residents to council staff
- To change the relationship between local government and providers like Skanska, Veolia et al from direct management and instruction, to one of monitoring and oversight
- To treat the asset management system as a data repository for asset information, not a case, customer or works management solution
If you are from a local council and you would like to find out more, or you would like to provide feedback on early prototypes, help with user testing and become a part of our development process, we would love to hear from you.
Those who want to find out more about obtaining FixMyStreet for Councils can do so by checking out our page on the Digital Marketplace.
Earlier this week we hosted our Open Standards in Local Government workshop at Newspeak House in London, with the aim of unpicking where open standards might be of benefit and what might be stopping us from making more progress.
We were joined by 20 smart people representing a bunch of local councils across the UK and it’s fair to say we made a good bit of progress. A number of consistent themes arose through our discussions.
It was widely agreed that Open Standards are key to getting the basics right, and standardising the ability of different services to speak to one another is a prerequisite for a sustainable local authority service strategy. The insistence on compliance with open standards at the procurement stage should place an imperative on suppliers to build-in interoperability and reduce the fear of vendor lock in – councils shouldn’t inadvertently replace one set of closed systems for another.
This link between adoption of open standards and the procurement process was fundamental.
In our opinion demanding compliance from suppliers to agreed open standards up front, is probably the single most important thing that central government could do to help local government.
Phil Rumens from LocalGovDigital introduced recent progress on the development of the Local Government Digital Standard. Notably, it goes further than the equivalent in central government, with an emphasis on reuse of existing data and services, and commitment to make more data open and reuseable.
Both the LGA through LG Inform, and GDS via standards.data.gov.uk already look to gather standards for use in central and local government; however adoption by local government often lags substantially behind. Simply put this is a conversation that doesn’t really happen outside a small number of web or digital staff within councils, and the wider group of service staff don’t yet understand the opportunity that open standards represent.
Indeed, Tom Symons from Nesta who introduced the Connected Council’s report, highlighted that the councils furthest ahead are those that have both put in the hours to achieve proper internal Governance standards, and have benefitted from leadership by the Chief Exec and Senior management team.
The biggest need we identified was to showcase great examples of how open standards can lead to better outcomes in practice.
Showing what’s possible, both with case studies and live services that can be adopted was seen as essential, especially when this leads to actual financial savings and better outcomes for the citizen. This is something we’re keen to put some time into in the future.
Sarah Prag and Ben Cheetham shared their experiences of collaborating on the DCLG led Waste Standards project. The most interesting thing for me was how a group of committed individuals just decided to get on with it and find some funding to make it happen – a proper coalition of the willing.
Practical Next Steps
The second half of the workshop looked at what we should focus on next.
We heard two contrasting experiences, firstly from Chris Fairs at Hertfordshire, who employ an extensive internal management system for issue reporting including individual definitions for fault types. They discovered that citizens are not so good at judging the severity of potholes – and through triage inspection, around 40% of reports are downgraded due to misreporting.
This contrasted secondly with the experience of Nigel Tyrell and his team at Lewisham who have recently adopted an Open311 enabled service, now linked into both FixMyStreet.com and LoveCleanStreets.
Perhaps the most surprising aspect of Lewisham’s experience is that well over half of reports actually come from their own internal staff using the system. This peer to peer approach has been transformative for them, with frontline staff motivated, more in control, more engaged with and connected to residents, and better able to integrate citizen reports into their own workflow – a very neat solution.
From this discussion we identified three specific actions that we’re going to help take forward;
- Identify local authority service areas that would benefit from the development of open standards
- Review output from the DCLG Waste Standards project, to determine how a similar approach can be applied elsewhere
- Feed back with suggested improvements to Open311.org for non-emergency reporting and update the list of UK Open311 endpoints
As with any such event the real value comes in the following weeks and months as we look for ways to collaborate together and opportunities to put into practice some of the things that we discussed.
We’ll certainly be planning follow-up events in the future, so if you’d like to get involved sign up for our newsletter, post a comment below or get in touch at email@example.com.