We know that in many cases, when we install FixMyStreet Pro for a new council, we’re bringing not only a smooth reporting interface for residents, but also a better day-to-day experience for staff. In the case of Peterborough City Council, that was very much the case.
A very manual process
Peterborough had been using a stopgap solution for street reports, after the service they had been using ceased to exist. So, for some time, residents had been asked to make their reports through basic online forms. Not too onerous, but clunky enough.
The real pain point was mostly experienced, however, by council personnel. Customer services staff had the job of manually transferring the details from a spreadsheet and into the council’s Confirm CRM, where highways inspectors could pick up the reports and act upon them.
Then, once an issue had been resolved, inspectors manually updated another spreadsheet to let the customer service centre know of the status change, in case the report-maker called for an update.
There was no automated means by which a user could be updated with progress on reports, or told when it had been fixed.
So in short, FixMyStreet Pro will be making life easier all round, for staff and for residents. Plus the easier internal workflow should save a substantial amount of time and money, while keeping citizens engaged and informed every step of the way.
Councillor Farooq Mohammed said, “The introduction of FixMyStreet has brought in significant improvements to the services PCC provide to its residents. FixMyStreet not only brings efficiencies to various service departments, it is very user friendly and easy to use for our residents. This improves the response time to our residents.”
And Peterborough’s ICT Project Manager Jason Dalby added, “mySociety fully understood the challenges we face as a local authority and very quickly turned our requirements into an automated fault reporting system with integration into our Highways back office Confirm system, improving our efficiency by eliminating manual data entry.
“We are proud to be partners with mySociety and continue to work closely with them to improve FixMyStreet for our mutual benefit”.
We’ll continue working with the council over the next few months on their other service areas too, so watch this space.
FixMyStreet’s offering for Londoners becomes ever better, as we announce a new partnership with Transport for London (TfL).
For anyone making reports within Greater London, this will mean a whole new level of connectedness — with no extra effort required from you. Just make a report as usual, and if the issue is the responsibility of TfL the details will automatically be whizzed off to them.
It will cover reports about defects including the TfL road network (red routes), bus stops and shelters, traffic lights and trees.
Better still, you don’t have to make the report directly on FixMyStreet.com for this to come into action. Log the issue via any of our London client borough councils’ sites — currently Bromley, Bexley, Greenwich, Hounslow, and Westminster — and the same smart routing will apply.
This goes both ways: so if you report something on TfL’s site that’s actually a council responsibility, the report will get forwarded to them — and that applies to all boroughs, FixMyStreet Pro clients or not.
Watch this space and we’ll let you know when it’s all hooked up and ready for you to use.
Image: Alex Parsons
FixMyStreet Pro has crossed the Solent, with Isle of Wight the latest council to install it as their official report-making interface.
Street issues on England’s largest island are handled by the company Island Roads, who keep things in order for residents and tourist alike, with responsibility for highways maintenance; road, pavement and cycleway improvements; street lights, street cleansing, winter gritting, bridges, drainage, street furniture and car parks.
As with all FixMyStreet Pro integrations, islanders can take their pick between making reports through the Island Roads website or on FixMyStreet.com; either way the issue will display on both sites, and drop directly into the case management system, Confirm.
What was different about this installation?
Island Roads requested a feature that we hadn’t previously developed for any of our other council clients, but which we suspect that some may be interested in now they know it’s available.
When a report is submitted, it drops into a special triage area where operatives can analyse it in more detail, ensure that it is categorised correctly, and check that it contains all the relevant information that the inspectors need in order to locate the fault and fix it.
Island Roads have also made use of another new piece of functionality: emergency categories.
If a user indicates the report might require immediate attention — say, in the case of a fallen tree on the road or a hazardous pothole — the form submission is disabled.
Instead, the user will see a message, telling them to call Island Roads directly:
The aim is that this simple safeguard will have a hand in preventing accidents.
Alex Brown, Systems Technician at Island Roads, said: “The focus of this development has been to enable the public to report their highway related issues to us easily, with the necessary information for us to respond appropriately and deal with the issues effectively. The project team at mySociety were excellent to work with and developed a solution which met our specific requirements.”
Image: Mypix [CC BY-SA 4.0]
GCloud 11 is live: it’s the latest iteration of GOV.UK’s Digital Marketplace, making it easier for those in the public sector to find and procure cloud-based software services — including ours.
Regular followers will be well aware that FixMyStreet Pro is a street fault reporting service which can integrate with any existing council system, offering great opportunities to cut costs and increase efficiency.
Meanwhile our FOI for Councils service streamlines authorities’ FOI workflows and reduces unnecessary requests, relieving the burden in what is often an overstretched resource.
The great benefit of GCloud from the public sector point of view is that suppliers come ready-verified, saving the time and inconvenience of going through the regular procurement process. All the information you need about the service is readily accessible, and then when you’ve made your decision it’s very simple to get things moving.
We’re pleased to offer these two services via GCloud — and will be equally happy to answer any questions you may have.
Buckinghamshire County Council have revealed the cost savings brought to them by FixMyStreet Pro.
The authority switched over to FixMyStreet Pro as their official fault reporting system in April 2018. They’re now able to assess a year’s worth of data and compare it to the year previous. The findings are gratifying, to say the least — and set out a real case for councils who are considering opting for the service themselves.
Saving staff time and resources
The council reports that they’ve seen a 13% decrease in calls and a 40% reduction in emails about street faults since FixMyStreet Pro was introduced.
In case you’re wondering how that translates into monetary savings, well, on average they reckon that a single call costs £5.88 in staff time, while a report made by email, with its potential for back and forth communication to pin down the precise details, chalks up £7.81.
In comparison, because FixMyStreet Pro places reports directly into the system, and little staff time is required to administer them, the perceived cost is just 9p per report.
Additionally, Buckinghamshire has seen a 29% drop in calls where residents are chasing progress: report makers no longer need to get on the phone to check whether their issue is being seen to, because updates are pushed directly back to them as the report progresses through the system.
And there’s been a 59% decrease in unnecessary clarification, that is, when the council need to go back to the report-maker to check the exact location or nature of an issue. FixMyStreet can be set up to the council’s exact specifications to ensure that the user is prompted to provide all the information they’ll need, which accounts for this impressive drop.
Avoiding unnecessary reports
It can be a frustrating waste of time and resources when a council receives reports about issues which are not their responsibility: with the UK’s two tier system, it’s almost inevitable that citizens get confused about which authority deals with which category of street fault — and on top of that, there are the reports that are dealt with by other bodies such as TfL or Highways England.
FixMyStreet has always done a good job of routing reports to the right council, though, and the improvements we’ve made to the service over the last few years mean we can also make sure the relevant reports go through to TfL and Highways England too. Bucks say that since introducing FixMyStreet Pro, they’ve seen a 19% decrease in misrouted reports that have to be forwarded elsewhere.
Finally, they can see a 30% decrease in street light reports. Since Bucks are one of the councils who display all their streetlights on FixMyStreet it’s now very easy for a resident to check online whether an issue has already been reported for any specific lamp post. If it has, they can also see its progress towards resolution — so there’s no need for them to open a new report.
These figures illustrate very clearly what is meant by channel shift: real, tangible results that save money for councils, and thus ultimately, for residents too. It’s great to have this confirmation that FixMyStreet Pro brings results — and we’re still in a continual process of development in consultation with councils, to keep making more improvements wherever we can.
Come and talk to us at the LGA conference next week
We’d be delighted to answer your questions and give you a demo if you’re planning on being in Bournemouth for next week’s LGA conference. You’ll find us on stand BL3 in the Purbeck Hall.
Northamptonshire is the latest council to adopt FixMyStreet Pro as their official street reporting system. If you come across something amiss on the streets of Corby, Kettering, Daventry or anywhere else in the county, you can file a report on the council website — or do it on the nationwide site FixMyStreet.com and it’ll be routed to the council too.
It’s been something of a full circle for Northants: in recent years, the authority had returned any reports sent through FixMyStreet, asking residents to submit via their own interface instead. The aim was to avoid ‘rekeying’ the details from emails into their inhouse system, a time-intensive task for staff — so we’re especially glad to be able to integrate FixMyStreet and drop reports directly into their backend.
So, what brought about this change of direction? Timing, and our reputation, it would seem.
Northants had been using their own frontend system named Street Doctor, coupled with the Exor asset management system behind the scenes — but when the contract with Exor was up for renewal, they decided it was time for a change, giving them a hard deadline by which a solution needed to be put in place.
The council chose Yotta Alloy as their new asset management system, but that decision in turn meant that the council’s contractors, Kier, had to find a new frontend, since Yotta’s newer technology couldn’t align with Street Doctor’s older systems. Northants considered building their own interface, but we’re glad to say that Kier recommended purchasing FixMyStreet rather than reinventing the wheel. While the opportunity and budget were both there for the council to create something bespoke, it was recognised that by purchasing FixMyStreet off the shelf, they pass any risk on to us — and we’re happy to shoulder it.
It’s great to have the confidence of a contractor like Kier, as it shows that FixMyStreet Pro is appreciated and trusted right across the sector. Kier themselves won’t need to integrate with FixMyStreet, however: Yotta Alloy will act as the middleman, from which Kier will pick up reports. The information provided by the user will ensure they go to the right team.
As Kier inspectors and maintenance workers update the status of reports on their system, updates will flow into Yotta Alloy. That information will then automatically be pushed back to FixMyStreet and to the original report maker. And should a council inspector create a new report in Yotta, this too will be displayed on FixMyStreet, helping to prevent the duplicate reporting of issues that are already in hand.
Meanwhile, the council’s own customer service staff will be inputting any reports they receive by phone, email or in person, directly to FixMyStreet Pro. Whatever the channel used, reports will flow seamlessly into the right places.
So Northants have ended up with a neat solution, involving three different suppliers all working in harmony. The net result, we believe, will be a quicker, more integrated and more effective service for the citizens of Northants.
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
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
A big welcome to Rutland, the latest local authority to adopt FixMyStreet Pro as their street fault reporting platform. If you’re a resident of what has been described as the UK’s prettiest county, we hope that you’ll enjoy using FixMyStreet to keep it that way.
You can make your reports on the council’s site here, or if you’re already used to the main FixMyStreet. com website or via our mobile app, you’ll find that all reports go into the same central database, and can be seen in all three places.
As a resident, all you need to know is that it all works, but councils — especially those using the Salesforce CRM — will be interested to know that behind the scenes there have been some interesting tweaks.
How it looks in Salesforce
Salesforce is a very common CRM, in use across many councils as well as countless other businesses and organisations, so this integration stands as a useful proof of concept when it comes to FixMyStreet integration.
For Rutland, FixMyStreet reports now drop directly into Salesforce, from where they can be allocated to the Highways team. Click on any of the images below to see them at a larger size.
Staff now have the choice of updating reports within Salesforce, or, if they prefer (as many do), through the FixMyStreet admin interface.
This is our first Salesforce integration, and it was made possible through the use of an API, developed by Rutland’s own tech team. At our end, all we had to do was write the code to integrate with it, and boom, two-way communication.
Even better, any reports made through other means can be pulled from Salesforce and into the FixMyStreet system: so a council staff member inputting reports from, say, an email report or phone call can input it into the interface they’ve always used.
We’re delighted to add Salesforce to the list of CRMs FixMyStreet Pro has integrated with. If you’re from a council and would like to find out more, pop over to the FixMyStreet Pro website where you’ll find case studies, pricing, an interactive demo and the chance to join one of our regular online chats.
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.