With the charity formally known as UK Citizens Online Democracy now officially known as mySociety it makes sense that we reconsider the name of our wholly owned commercial arm, which until recently was known as mySociety Ltd.
So without further ado, let me introduce you to the newly christened: SocietyWorks.
SocietyWorks reaffirms our belief in citizens and society, creates a related but distinct propostion from the charity mySociety, and introduces a practical and relevant descriptor for a provision of local authority services. We think it works.
We have decided that now is the time to simplify the way we talk about ourselves whilst providing greater clarity and a more meaningful brand for our commercial work, especially for our local government partners.
And with fear and uncertainty all around — the COVID-19 pandemic, the climate crisis, and the fabric of our communities at risk — we can’t think of a more important time to make the case that society works.
Over the coming months we’ll be rolling out the new name with the intent of it becoming an overall brand for our local government services. FixMyStreet Pro will remain the core product offered by SocietyWorks, with additional services including feature add-ons and standalone services sitting alongside. These will include new products which extend the capabilities of FixMyStreet relating to Waste, Environment, and other place based services.
We’re also incorporating our information and comms based services, initially by offering FOI Works as part of our local government suite.
You can find out more about these new services as they become available at SocietyWorks.org.
Image: Pierre Chatel Innocenti
We heard from Transport for London that FixMyStreet has played an unexpectedly valuable part during London’s lockdown.
We recently ran a couple of user groups for some of the authorities who use FixMyStreet Pro. These had been planned as in-person events, but of course, like everything else these days, had to transition to online.
Nonetheless, they were a good chance for us to present some of FixMyStreet Pro’s new features, and to hear from our client authorities about how they’ve been using the service. Sally Reader’s description of how FixMyStreet has come into its own for TfL while the capital is shut down was particularly thought-provoking — you can watch it here.
We’d all been thinking that lockdown means fewer people on the streets, and therefore less opportunity for damage. But Sally pointed out that faults still happen: trees might fall down, blocking roads; or there might be increased levels of vandalism now that boredom is an issue for many — and there’s still a great need to keep the network safe for the transport workers helping to run it, and of course those who are using it.
At the moment, these passengers are by and large key workers who may be at the end of a long working day on the frontline — as Sally puts it, the last thing they need is to be standing in a smashed up bus shelter as they await their transport home.
Additionally, TfL are using their Streetcare FixMyStreet reports to help alert them to potentially dangerous faults and to provide extra eyes and ears on the network while non-essential on-street works have been halted.
It was a surprise to both us and TfL, but we were pleased to hear that FixMyStreet has been such an asset during these times.
Image: Ben Garratt
What a year it’s been for FixMyStreet Pro, now the official street reporting system for 21 authorities across the country.
During 2019 we’ve welcomed Bexley, Cheshire East, Hackney, Northamptonshire, Hounslow Highways, Westminster, Island Roads (Isle of Wight), Peterborough, and now Transport for London to the list of Pro clients.
In all, that adds up to 6.5 million residents who can now report problems such as potholes, faulty street lights or vandalism, either on FixMyStreet.com or on their councils’ own websites.
And if you consider that TfL covers all of Greater London, a further 7.5 million residents and countless commuters, tourists and visitors to the city are also covered for reporting on overground and underground stations, red routes, bus stops, etc.
In all cases, reports pass directly into the authorities’ internal systems, making for swift resolution and the ability to keep the report-maker informed of progress at every step.
It hasn’t been all about expansion, though. This year, we’ve also been adding further features for councils to the FixMyStreet Pro offering. It’s worth noting, perhaps, that improvements for councils always translate into improvements for residents too, either in terms of quicker report processing, better status updates, or public money saved — and often all three.
Here’s a rundown of the new features we’ve introduced this year:
- Councils can add assets like street lights and trees to the map so reports are made in precisely the right location.
- If you’re trying to report a problem that’s already been logged, you’ll be alerted and can sign up to get updates on the original.
- Our new dashboard heatmaps show council staff at a glance where problems are.
- We made changes to the way councils can manage categories, easily adding context-specific guidance for the report maker…
- … and also made it so that a subcategory can belong to more than one parent.
- Managers can now assign roles to team members much more easily, too.
Getting out and about
And we were delighted to meet up with residents in Westminster and let them put the FixMyStreet to test while we watched and learned.
Looking forward to 2020
We’ve already been carrying out some research with client authorities, and we’ll be continuing this work into the new year. We also have some development planned.
- Conducting user testing to see how people use the input forms, what might be confusing and how this can be addressed…
- …and further user testing to observe how people use FixMyStreet on mobile devices.
- We’ll be talking to District Councils to see how their needs differ from other authorities, and how we can meet those needs.
- Meanwhile we’ll be giving the FixMyStreet app a much-needed update.
- We’ll make it easier for staff to add the email address of someone who requests updates on an existing report.
- And lots more!
We’re really looking forward to getting our teeth into these features and then rolling them out to our client councils in 2020.
Image: Nadine Shaabana
Back in November, we announced our new partnership with Transport for London. We’re now pleased to say that the new Street Care service is live.
If you’re a seasoned user of FixMyStreet, there’s no learning curve required: you can proceed exactly as normal. If you prefer, you can carry on making reports through the national website at FixMyStreet.com or via the FixMyStreet app.
The only difference is that now, if the issue is the responsibility of TfL, that’s where your report will be routed, and that’s where updates will come from to let you know when the fix is in progress or completed.
The new service covers potholes, roadworks, bus shelters and traffic lights on the capital’s busiest roads — the ‘red routes’, which make up only 5% of the city’s highways, but account for a whopping 30% of traffic. Users can also report graffiti and flyposting, problems with hoardings, scaffolding and mobile cranes, street lights and damaged trees.
As ever, the underlying FixMyStreet platform means that you don’t need to think about who is responsible for your issue. If a problem is reported and it’s nothing to do with TfL, it’ll be automatically routed to the relevant borough or authority.
Glynn Barton, TfL’s Director of Network Management, said: “The TfL Street Care service will give people more information about the work we are doing on London’s road network and at bus stops and reassure Londoners that we really care about getting things fixed.”
It’s one more bit of joined-up thinking for the capital, that will make reporting easier for residents, commuters, and visitors, while also bringing increased efficiency at every stage of the process. We’re delighted to see it up and running.
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.