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
Anyone who lives in public housing will know how frustrating it is when maintenance issues just don’t get fixed.
Imagine how you’d feel, though, if you knew that funds had been allocated, but the repairs still weren’t being made — and there was no sign of the money.
That’s the situation for the residents of public housing blocks in Kota Damansara, a township in Selangor State, Malaysia, whose problems range from termite and rat infestations to poor water sanitation, broken balcony railings, and beyond.
In Malaysia, there’s no obligation for authorities to publish data on how public funds are spent, so it’s easy for corruption to thrive. The Sinar Project, an organisation that might be called the Malaysian equivalent of mySociety, are trying to tackle this state of affairs with a two pronged approach. They recently wrote it up on the OKFN blog.
As you might expect, we pricked up our ears when we reached the part mentioning their use of FixMyStreet. Sinar already run aduanku.my, a FixMyStreet for Malaysia, using our open source code. Hazwany (Nany) Jamaluddin told of how a part of the site has been used to help provide concrete proof that repairs are not being made, and to put pressure on the authorities to do something about it.
We’re always going on about how flexible FixMyStreet is: in case you don’t already know, it’s been used in projects as diverse as reporting anti-social behaviour on public transport to a tie-in with a channel 4 TV programme. One use that’s often been suggested is for housing estate management: if the maps showed the floorplans of housing blocks rather than the default of streetmaps, the rest of the functionality would remain pretty much as it is, with reports going off to the relevant housing maintenance teams rather than council departments.
Sinar’s project does not try anything quite that ambitious, but nonetheless they have found a system that enables them to use FixMyStreet as part of their wider accountability project. They began by creating a new boundary for the Kota Damansara area on the website, and taught community leaders how to make reports for the public housing blocks within it.
Since the map does not display the interior of the buildings, reporters must take care to describe precisely which floor and which block the issue is on, within the body of the report, with pictures as supporting evidence. It’s a step away from FixMyStreet’s usual desire to provide everything the user needs in order to make an actionable report — and everything the recipient needs to act on it — but it is serviceable.
Ideally, Sinar would have liked the residents themselves to make the reports: after all, they are the ones facing the problems day to day; they know them more intimately and would describe them with more accuracy — but as Sinar’s social audit found, these residents are all under the poverty line: most do not have smartphones or internet connectivity at home.
Instead, the community leaders make the report and this is then also processed manually, because the housing management company requires submissions on paper.
You may be thinking, why go to all this bother? How does FixMyStreet play its part in the project, especially if you then have to transcribe the reports onto paper? It’s because FixMyStreet, as well as processing reports, has another side.
We often mention how FixMyStreet, by publishing reports online, can give an extra incentive to councils to get problems fixed. In Kota Damansara the effect will hopefully be greater: this small section of the wider Aduanku website stands as a visible record of where funds have not made it to where they are needed most — to fix those rat infestations and broken balconies.
Nonetheless, the management companies continue to deny that there is strong enough evidence that funds have been diverted. And so Sinar, undaunted, move on to their next weapon against corruption. The incoming and outgoing of funds have been, and will continue to be, examined via a series of Freedom of Information requests.
We wish Sinar all the best with this project and look forward to hearing that it has brought about change.
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.
If you use FixMyStreet to make a report in the Royal Borough of Greenwich, you won’t notice anything different from the norm. But once you click submit, your report is doing something a little bit different—it’s using a standard called ‘Open311’ to place your request directly into the council’s systems.
You might be thinking, “Yawn-o! What do I care, so long as my pothole gets filled?” and—well, that’s a fair point. But there’s a wider issue here, which we think is one that’s worth getting excited about.
Greenwich have taken a forward-thinking and sensible step—because Open311 doesn’t just let FixMyStreet reports come into their systems smoothly. It also opens up their data in a way that allows other developers to create exciting applications that can work with it, talk to their systems or provide new interfaces for us to do so.
What might those be? Well, one of the great things about technology is that it’s very hard to predict how users will behave in even the near future. Just a few years ago, who would have guessed that we’d be chatting to companies, organisations and our MPs in snappy, public 140-character soundbites, for example?
With Open311 in place, Greenwich do in fact have the option of receiving reports via Twitter, Facebook, and, crucially, whatever the next big platforms happen to be. Meanwhile they benefit from FixMyStreet reports dropping directly into their workflow.
Reports sent by email (which FixMyStreet does by default) can be a bit of an inconvenience for councils using CRM systems, because staff have to copy and paste the details in. But Open311 sends your report, along with every detail the council needs to know, into their chosen systems.
You can read more about the nitty-gritty of that here, but in the meantime, all you need to know is that Greenwich have proactively taken the step to allow FixMyStreet to send reports in this way, installing our Open 311 endpoint, and taking advantage of our offer to connect for free.
This is quite separate from the option of installing FixMyStreet for Councils as their main reporting system, which incidentally Greenwich also does.
So it’s a big high five for Greenwich, who with this simple step have allowed a wealth of potential applications, services and developers to interact with them over the web. Now—any other councils want to follow their example?
FixMyStreet for Councils is great for citizens, but there are plenty of reasons why it’s also great for councils.
Here are six ways in which FixMyStreet for Councils can help you save money and meet internal targets.
1. Proven cost savings
FixMyStreet for Councils’ highly usable interface has been proven to deliver channel shift, with shorter call times and resulting cost savings on staff FTE.
Read our recent figures from Oxfordshire County Council, or take a look at our case studies from Barnet Borough Council and the city of Zurich to see just what benefits these authorities saw with their FixMyStreet for Councils installations.
2. We take the risks
In these times of budgetary cuts, it helps to know there won’t be any unforeseen costs in maintenance or hosting. We manage all of that, and as it’s all included as standard, that counts as real added value.
Worried about the loss of data? No need: because FixMyStreet is all ‘in the cloud’, there’s no risk of it ever going missing.
3. Sustainable contracts
We know you’re looking for partners you can rely on. With twelve years in the business, we’re a solid, reliable organisation that can offer long-term contracts with no worries about sustainability.
4. Meet your Social Values Act quota
As a not-for-profit charity, mySociety ticks all the right boxes when it comes to your Social Values Act quota. Every penny we make goes towards our charitable projects, empowering people and giving better access to democracy.
mySociety also employs volunteers and runs various forms of outreach in the civic technology area, aided by profits from our commercial services—your money does good.
5. Accessible—for all your residents
FixMyStreet has a WCAG 2.0 accessibility level AA, opening it up to the blind, partially-sighted and any other users who rely on screen readers.
6. Open and transparent
If your council has an overall remit towards transparency and accountability, FixMyStreet offers a great step forward. Publishing all reports online, it provides a platform for you to show exactly what’s being fixed and what the persistent issues might be in each area.
FixMyStreet also provides a continually-updating source of data which can be invaluable in analysing common problems, report hotspots, response times and seasonal cycles.
Get in touch
if you’d like to know more about any of these points, or have further questions then please do drop us a line. We’ll be happy to talk.
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.
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.
Residents of East Sussex County Council and Hart District Council can now report potholes, broken street lights, and other local issues, simply and speedily. The two local authorities are the latest to integrate FixMyStreet onto their own websites.
Whether reports – and subsequent updates – are made on the councils’ websites, or within their boundaries on FixMyStreet.com, they will be published on both the council site and FixMyStreet.
FixMyStreet is a proven aid to channel shift, moving report-making online, to save time and money for both residents and councils. Hart and East Sussex’s adoption of the software is just one strand of their ‘digital by default’ approach to transactional services.
If you’re from a council, and would like to find out more about FixMyStreet for Councils, everything you need to know is here.Image: Dominic Alves (CC)
We hope that’s a question that is hard to answer, since FixMyStreet was built for everyone – or rather, anyone who wants to report a street problem to their council. Computer whizz or internet newbie, one-off reporter or serial council communicator, FixMyStreet is for you.
All the same, we wanted to chat to someone who uses FixMyStreet regularly, to find out more about how they see the site, and whether it makes a difference. So…
Meet Steve, from Exeter.
Steve’s been using FixMyStreet almost since it launched, in March 2007:
I’m not sure how I heard about it – it’s lost in the mists of time, but it was pretty soon after it went public. I see from your archives that I first reported a problem in July 2007, but I’m sure I knew about it before then.
As a board member for Schoolforge I was always searching for UK open source projects for education, and that’s probably where I came across it initially.
FixMyStreet can be used to report any street problems to the council – it’s most commonly used for potholes, broken streetlights, fly tipping, etc. But every user has their own concerns. What does Steve tend to report?
It’s usually road-related, as I used to push /walk the kids to school when they were young, and I cycle around a lot.
So potholes, traffic lights not responding to bikes, broken street lights, bad signage, low hanging vegetation… I think I reported a crop of Japanese knotweed once.
You did! Here it is. And have the issues been fixed?
Many have, according to your archive. I reckon that using FixMyStreet helped raise the priority, but you never know – and that’s fine. I like to think that reports come to attention of the relevant people more quickly when you put them online where everyone can see them.
Also, when you see an issue in the neighbourhood, it’s easy to assume that someone else has reported it, but as it’s so easy to ping off a report with FixMyStreet, there’s no excuse not to play your part as a citizen.
I appreciate that there’s no need to find the relevant council department, website, or whatever. Just point your browser at FixMyStreet, type in a location, click on the map and type in the problem. Sorted.
Plus if others have used it to report the same issue, you’ll see straight away.
Steve’s noticed an improvement in the way that councils interact with FixMyStreet reports.
I can’t vouch for how fast they get fixed, but at least I usually get an email response from the council to acknowledge receipt.
These have improved over the years too, indicating that the council have sorted their processes to better incorporate FixMyStreet reports.
Does Steve ever browse FixMyStreet to see what has been reported in his local area? Or subscribe to email alerts?
Very rarely, but it is interesting to see what’s been going on. When you report a problem, the process shows you issues that have already been reported in the same area, so you don’t need to browse first as a separate step.
And some final thoughts…
It’s well thought out and easy to use. I especially appreciate that I don’t have to create an account as a first step to reporting a problem: more sites should use a lazy login like this. FixMyStreet has slowly improved over the years; the most noticeable thing is the improved maps.
Also, it’s open source and that is important for such civic software. I don’t know if you get much open development with others contributing, but I do suspect that others use the code.
Yep, they sure do. FixMyStreet Platform is the place to look for that activity, where there’s also a link to our mailing list. The most significant contributions come from people in other countries who are setting up their own version – FixMyStreet in Norway, for example.
Thanks very much to Steve for telling us about how he uses FixMyStreet.
This post is part of a mini-series, in which we’ll be chatting to people who regularly use mySociety’s websites.