If you’re reporting an issue on Buckinghamshire Council’s FixMyStreet installation, you might have seen yellow dots appearing on the map. These represent items such as streetlights, bins or drains, and we blogged about it when we first added the feature.
When it comes to assets like streetlights, it can save the council considerable time and effort if your report tells them precisely which light needs fixing: it’s far quicker to find an identified light than it is to follow well-meaning but perhaps vague descriptions like ‘opposite the school’!
But even when the assets are marked on a map, it’s not always easy for a user to identify exactly which one they want to report, especially if they’ve gone home to make the report and they’re no longer standing right in front of it.
After the system had been in place for a few weeks, the team at Buckinghamshire told us that users often weren’t pinpointing quite the right streetlight. So we thought a bit more about what could be done to encourage more accurate reports.
As you might have noticed, streetlights are usually branded with an ID number, like this:Buckinghamshire, as you’d expect, holds these ID numbers as data, which means that we were able to add it to FixMyStreet. Now when you click on one of the dots, you’ll see the number displayed, like this:
The same functionality works for signs, Belisha beacons, bollards and traffic signals, as well as streetlights. Each of them has their own unique identifier.
So, if you’re in Bucks and you want to make a report about any of these things, note down the ID number and compare it when you click on the asset. This means the correct information is sent through the first time — which, in turn, makes for a quicker fix. Win/win!
This type of functionality is available to any council using FixMyStreet Pro: find out more here.
Header image: Luca Florio
Lincolnshire County Council is the latest authority to adopt FixMyStreet Pro as their official reporting system — and we’ve never even met them.
We’ve installed FixMyStreet for many councils up and down the UK, and until now, traveling to the council’s offices has always been an expected part of the procedure.
But for Lincs, the entire project was managed virtually — and it all went without a hitch.
That’s not just our opinion: let’s hear from one of the folk at the other end of our online video calls. Andrea Bowes, ICT Data and Information Systems Architect at the authority, says:
The whole implementation process, from start to finish, has been incredibly smooth.
Lincolnshire found out about FixMyStreet Pro via G-Cloud, and emailed us to arrange a chat. A couple of months later, with the help of email, Skype and Basecamp, their FixMyStreet instance was ready to roll out!
mySociety are, of course, well used to working remotely, since that’s how our entire organisation is set up, but it’s good to see that we can bring our experience in this area to cut down travel costs, maximise the time available, and get installations rolling, all without feeling that we’ve missed out on the personal touches.
After all, thanks to online video calling, you can be in those council offices to all intents and purposes, sharing your screen, answering questions and getting to know one another. The only thing we missed out on was a chance to check out Lincoln Cathedral!
Just as with Buckinghamshire Council, featured on this blog last week, Lincolnshire’s FixMyStreet will also display scheduled roadworks. That ensures that no-one’s time is wasted with reports of issues that are already on the fix list.
And there’s some more integration going on behind the scenes, with FixMyStreet working in harmony with Lincolnshire’s existing infrastructure management system, Confirm.
Speaking practically, that means that FixMyStreet reports drop directly into the workflows the council staff are already familiar with. It’s a time-saver and a money-saver too — and it also ensures that residents can easily be kept up to date about the progress of their reports as they go through the resolution cycle. If you’d like to understand more about this, our developer Struan recently wrote a good, simple blog post on the whole topic.
You’d perhaps think that all this fiddling with different systems to make them communicate with one another would be a long, drawn out job — but fortunately not. Back to Andrea:
I approached mySociety in early May to replace our existing online fault reporting system which was to be switched off at the end of that month, and since we’ve engaged them, they have bent over backwards to help get the new fault reporting portal ready.
So much so that in a matter of a few weeks we had a test site up and running and integrated with our central asset management system, and several weeks later we now have a live fault reporting system that can be accessed from anywhere on any device, that is fully integrated into our central asset management system, that displays local data for users to report against.
The platform makes it easier for our citizens to report faults to us and receive updates and alerts, and provides us with more accurate information to work with.
So, in short, there are wins all round: a nice easy-to-use interface for residents; time and cost savings for the council; and there’s even a nice benefit for us here at mySociety as well. Confirm is a very popular system amongst UK councils up and down the land, so this was a great opportunity to showcase just how well it can work in tandem with FixMyStreet Pro.
And we couldn’t be happier to know that Lincolnshire are so happy, too:
mySociety have been fantastic. I cannot praise them enough; it has been a delight to work with them. They have been very responsive and fully supportive throughout the whole implementation process.
Seen a pothole or a broken paving stone? Great, the council will want to know about that… well, usually.
Buckinghamshire County Council’s version of FixMyStreet now shows where there are pending roadworks — alerting you to the fact that you may not need to make a report, because it’s already in hand.
When reports are a waste of time
In general, councils appreciate your FixMyStreet reports: their inspectors can’t be everywhere, and often they won’t be aware of a problem until it’s reported.
But there are some reports that won’t be quite so welcome.
If the council is already aware of an issue, and in fact has already scheduled a repair, then sad to say but your report will be nothing more than a time-waster for both you and the council.
Fortunately, there’s already a comprehensive service which collates and displays information on roadworks, road closures and diversions, traffic incidents and other disruptions affecting the UK road network, from a variety of sources — it’s called Roadworks.org.
Just like FixMyStreet, Roadworks.org generates map-based data, so it correlates well with FixMyStreet.
But we don’t want to clutter things up too much, so you’ll only be alerted to pending roadworks when you go to make a report near where maintenance is already scheduled.
At that point, you’ll see a message above the input form to tell you that your report may not be necessary:
Of course, you can still go ahead and make your report if the roadworks have no bearing on it.
We were able to integrate the Roadworks.org information like this because Buckinghamshire have opted for the fully-featured ‘Avenue’ version of FixMyStreet Pro. This allows the inclusion of asset layers (we’ve talked before about plotting assets such as trees, streetlights or bins on FixMyStreet) and the Roadworks.org data works in exactly the same way: we can just slot it in.
We’re pleased with this integration: it’s going to save time for both residents and council staff in Buckinghamshire. And if you’re from another council and you would like to do the same, then please do feel free to drop us a line to talk about adopting FixMyStreet Pro.
Header image: Jamie Street
We created FixMyStreet Pro to help councils and city governments better manage inbound street reports and issues from their residents.
In the past few months we’ve rolled out the FixMyStreet Pro service to new customers including Bath & North East Somerset, Buckinghamshire and Rutland councils; each of whom are taking the opportunity to get rid of legacy software, simplify their operations and make use of a much simpler and intuitive way for their residents and staff to make and manage reports.
We’re now looking for input from councils to help us guide the next phase of our service development on FixMyStreet Pro.
Having spoken to dozens of councils we think we can help them save more money by extending FixMyStreet Pro to other areas like waste and environment services and we would like to explore how much development work that might entail.
Not just for streets
As FixMyStreet’s name would suggest our focus so far has been on handling issues related to highways like potholes, lighting and gullies (drains to me and you), but FixMyStreet Pro already handles reports for a whole range of issues beyond streets.
Typically council users of FixMyStreet Pro have around 13 to 15 different self-selected categories that they accept reports on – each of which can be directed to different teams or departments. Tree reports can be sent directly to the parks department, graffiti or abandoned cars can be passed along to the just the right team in street cleansing.
These ‘front end reports’ all have one thing in common: all we need to make the report is a location and description, plus a contact for the reporter, which could be as simple as an email address or phone number.
But once you get deeper into the glamorous world of bins and waste services for individual residents the situation gets a little more complicated.
Missed bin collections, requests for recycling bags, bulky waste collection – these all require the resident to be identified, the particular property to be checked with the UPRN (Unique Property Reference Number), and in some cases payments levied and collected.
FixMyStreet Pro doesn’t currently offer these additional waste services, although it doesn’t require a huge leap of imagination to see how we could add these adjacent features to the service, not least because we already do a lot of the pieces across our other commercial services.
Fortunately there has already been a lot of work done to define common standards, such as the Local Waste Service Standards Project from 2016 and more recent work by individual councils to apply some of this work – we also have a lot of our own research and experience to draw upon with numerous specific feature requests from our current local authority clients.
To make this happen we’d like to recruit at least two or three friendly councils available for interviews and possibly a workshop or two, to help us determine specific requirements and test out some of our early prototypes and hypotheses. From here we’d aim to develop these features into fully working aspects of FixMyStreet Pro over the summer.
If this is of interest to you, if you’re already grappling with this in your own council, or you’d just like to find out more, please get in touch with email@example.com and we can have a chat.
In the meantime you can always find out more about what FixMyStreet Pro can do on one of our regular Friday Webinars.
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.
We’ve recently made a few small changes to FixMyStreet. Nothing new there; we’re often tweaking things to make FixMyStreet more usable. Except, these changes weren’t our own idea: they were based on feedback from a council.
Oxfordshire County Council, who use FixMyStreet for Councils as their main fault reporting system, requested these features, which are now available to all client councils (and which, in two cases, are now also benefiting users on our own FixMyStreet.com):
Much easier, especially in some of the very report-dense areas of the country.
Different coloured pins
But Oxfordshire spotted an opportunity to make things a little clearer. Where a council has opted for full integration, FixMyStreet can automatically update the status of reports as they go through the fix cycle.
So why not reflect these statuses on the colours of map pins? Red, green and grey pins now indicate problems that are fixed, unfixed or closed. See for yourself how this looks on the Oxfordshire website:
When you go to report your problem on FixMyStreet, you can zoom in and out of the map and pan it around until you find exactly the right spot in which to place your pin. There was just one thing, though: while the streets and other map features got bigger and smaller as you zoomed in or out, the pins remained the same size.
Not any more! Now, in one of those ‘you probably don’t notice it but it does make things easier’ moves, pins shrink and expand at the same rate as the map:
Expanded userbase = more insights
Several councils around the country use FixMyStreet as the main problem-reporting system on their own websites—so if you report a problem on the Stevenage, Oxfordshire, Bromley or Warwickshire council websites (among others) you may find the interface very familiar.
There are obvious benefits for us in supplying FixMyStreet as software for councils—not least that the revenue goes to support our charitable work! But cases like this highlight a more subtle benefit: with the increased userbase, and with the additional council administrators who are actually thinking about the FixMyStreet experience at any one time, we gain valuable insights into its usability.
Where we can, we’ll make the changes for our clients, and, if desirable, we can push the same code onto the main FixMyStreet.com site.
That benefit goes two ways: equally, improvements we make to FixMyStreet are generally available on FixMyStreet for Councils. So, those frequent tweaks we talked about at the beginning? They get rolled out for our clients, too.
The winner in all of this is the user, which is just as it should be.
If you’re from a council and would like to know more, please visit our FixMyStreet for Councils page.
FixMyStreet for Councils delivers cost savings—and that’s a fact.
Oxfordshire County Council installed FixMyStreet as their fault-reporting system in March 2013. Like every council, they were keen to see reductions in their expenditure, and were hopeful that FixMyStreet would help them in their aim to shift problem-reporting online.
We’re delighted to hear that, two years on, those benefits are tangible. Not only can they demonstrate a cut in call handling times, but they can also put a figure on just how much they have saved.
Tim White, Oxfordshire’s Service Improvement Lead in the Customer Service centre, says:
FixMyStreet has reduced the average handling time of our calls from nearly four minutes to around two minutes.
Robert Hill, Oxfordshire’s Web Services Manager, puts a figure on the savings, reckoning that the reduced time logging faults equates to £16,047.60 a year in staff costs.
But that’s just a small proportion of the reductions they could be looking at. Oxfordshire chose not to opt for full back-end integration at the time of install, but it is something they are now considering:
“By moving to an end to end system provided by FixMyStreet we would be able to remove additional cost by eliminating the need to inspect reports that meet certain criteria and passing them straight through for repair.”
mySociety’s agile approach has worked well for Oxfordshire. Tim White continued:
“Working with My Society has been a refreshing experience.
“They are very open to making changes to the way that the product works in order to improve both the customer experience and the experience for council employees.
“Using an agile approach to development means that we are able to get changes made quickly and incrementally, making the council more responsive to the demands of our residents.”
If you’d like to see a drop in your own call-handling times, and the associated cost benefits, take a look at FixMyStreet for Councils.
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.
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
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.