Hounslow is the latest borough to adopt FixMyStreet Pro, adding to the ever-growing share of Greater London councils who have chosen the service as their main street reporting interface.
As with other Pro integrations, citizens can now make reports via the Hounslow website or on FixMyStreet.com; either way they’ll display on both sites, and will drop directly into the council’s case management system — in this case, Confirm.
It’s part of a dual contract with contractors Ringway that operates the highways contract on behalf of the London Borough of Hounslow: watch this space for the other council implementation going live soon on the Isle of Wight.
In fact, this installation has involved a seamless transfer which minimised the impact on council staff; everything was handled through Ringway, including user testing via their network of volunteer ‘Lay Assessors’.
Thanks to a lot of previous experience with Confirm, it’s all proven very straightforward from our point of view. The whole system was up and running in just two weeks, something of a record for FixMyStreet Pro implementation — and a great illustration of just how quickly councils can get going and start to see real change in their customer interface with FixMyStreet Pro if everything is in place.
Rob Gillespie, Ringway’s Regional Director, agrees: “I have been impressed with the level of engagement and simplicity of this change. The team behind FixMyStreet has supported our team to develop a service that I believe will be a real game-changer for the industry. Our aim was to improve the accessibility of our highway services, and improve the connectivity between customers and our operational teams. This partnership has really delivered on these expectations.”
If you’re a councillor who’d like to find out how our services can help you work more efficiently — and bring benefits to your residents — please do swing by for a chat at stand BL3.
We’ve written a lot about our street reporting service for councils — how it can integrate with existing back-end systems; how it can encourage channel shift and thus bring savings; and the many new features we’ve introduced in response to what councils tell us they need. You can read all our past posts on the FixMyStreet Pro blog.
But as a councillor, you may be interested in other aspects of the service. Here are a few highlights:
- FixMyStreet lets you subscribe to the reports being made in your ward — you’ll get an email every time someone makes a new report. This allows you to monitor issues as they occur, and take action if it’s warranted.
- You can also access a map showing every report ever made in your ward. If desired, you can filter reports by category or by status to get a picture of how each type of report, from graffiti to potholes, is impacting your residents.
- If your council is one of the many who use FixMyStreet Pro as their main reporting system, you’ll also have access to more refined analysis via the dashboard, which allows you to compare reports and fulfillment over different periods of time.
- You can make reports on the go, so if you spot something that needs fixing while you’re out and about, it’s quick and easy to get a report filed.
Keep It In The Community
Also come and discover Keep It In The Community, an England-wide online mapping of the spaces and places that are valuable to local communities, created in partnership with Power To Change.
Under the Localism Act of 2011, every council is obliged to retain a list of Assets of Community Value (ACVs): Keep it In The Community turns this obligation into a benefit for all, allowing you to store and share your data while contributing to a national picture.
Thanks to a recent update, Keep It In The Community also displays buildings and spaces currently under community ownership. As a councillor, we think you’ll like this service because:
- It’s completely free.
- It provides an attractive way for councils to display ACVs and community-run spaces, and invites residents to add richer detail such as memories and photographs.
- It’s a great way to demonstrate the community activity that’s taking place within your ward.
- It helps popularise the concept of community ownership, encouraging more residents to take action and preserve the spaces that matter to them.
If this has whetted your interest, don’t forget to come and meet the friendly mySociety and Power to Change folk on stand BL3.
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.
Last week, we shared research into the state of Freedom of Information in local councils. The standout finding? That the volume of FOI requests to local authorities has more than doubled in the past decade.
The resulting increase in transparency of our councils, along with the work many have done to ensure that they are providing more and better services to citizens, can only be welcomed. But of course, such an increase also brings challenges, which will be best met with robust systems and tools to maximise efficiency.
Fortunately, while mySociety’s Research team were crunching those figures, the Transparency team have been working in parallel on a project to explore and prototype around better case management of FOI and Subject Access Requests in local authorities.
In partnership with four councils, and funded by the Local Digital Fund, this project looked at user journeys for council staff who handle information requests, to determine whether the development of a new digital tool was likely to foster efficiencies.
The resulting reports are now available to read on the mySociety research portal. One early discovery was that most existing digital case management solutions are not ideal for the very specific needs of FOI handling in local councils, for various reasons that are outlined in the reports.
But problems with request handling are not due only to a lack of suitable digital tools. By observing and speaking to people dealing with information requests across the four councils, the team was able to identify the offline systems and qualities that are likely to lead to better case management, and to pin down the issues that prevent such outcomes.
Another major finding came while assessing the viability of designing a digital tool that would better serve councils’ needs. The team were made aware of an existing piece of Open Source software developed by the Ministry of Justice, and ascertained that one practical way forward would be to build on this tool to supplement it with the features identified as lacking elsewhere.
Along the way, the team amassed much information on the variations in the way that different councils handle requests, and considered metrics which any council would be wise to monitor in order to understand the efficacy of their services and where weak points exist.
Every council will benefit from reading these reports, and of course if the recommendations are put in place, the improvements that should follow will also benefit all citizens who seek information.
Meanwhile, we would very much like to take our own findings further, and develop a digital offering based on the MoJ tool: we think it could be genuinely transformative for councils, and, being Open Source, the outcome would be available to all. If you’re from a local authority who might be interested in exploring this with us, do get in touch; we’re also planning to add the potential project to G-Cloud so that a wider audience of councils see it as a potential option if they’re searching for request handling software.
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
Our client councils continue to test our integration mettle with the many and varied internal systems they use.
One nice thing about FixMyStreet Pro, from the council point of view, is that it can play nicely with any internal council system, passing reports wherever they are needed and feeding updates back to the report-maker and onto the live site. What keeps life interesting is that there’s a huge variety of differing set-ups across every council, so there’s always something new to learn.
Oxfordshire County Council are a case in point. They’ve been a client of ours since 2013, and back in May they asked if we could work with them to integrate their new highways asset maintenance system HIAMS, supplied by WDM, and make sure the whole kaboodle could work with FixMyStreet Pro as well.
At the same time, they needed an update to their co-branded version of FixMyStreet to match a new design across the council website. FixMyStreet can take on any template so that it fits seamlessly into the rest of the site.
As FixMyStreet was well embedded and citizens were already using it, it was vital to ensure that the disruption was kept to a minimum, both for report-makers and members of staff dealing with enquiries.
We worked closely with WDM and Oxfordshire County Council to create a connector that would pass information the user entered on Oxfordshire’s FixMyStreet installation or the national FixMyStreet website into the new WDM system, with the correct categories and details already completed.
Once we saw data going into the system successfully, the next task was to get updates back out. One single report could take a long journey, being passed from WDM onto another system and then back through to WDM before an update came to the user. We didn’t want to leave the report-maker wondering what was happening, so it was crucial to ensure that updates came back to them as smoothly and quickly as possible.
The integration between FixMyStreet and WDM is now live and working. Users will receive an update whenever their report’s status is changed within the WDM system, meaning there’s no need for them to follow up with a phone call or email — a win for both citizens and councils.
It all went smoothly from our point of view, but let’s hear from Anna Fitzgerald, Oxfordshire’s Infrastructure Information Management Principal Officer:
“We’ve been using FixMyStreet Pro since 2013 as it’s a system which is easy to integrate and our customers love it.
“From an IT support side; integrating the new system to FixMyStreet Pro was seamless. The team at mySociety have been a pleasure to work with, are extremely helpful, knowledgeable and organised. They make you feel like you are their top priority at all times, nothing was ever an issue.
“Now that we have full integration with the new system, the process of updating our customers happens instantaneously. FixMyStreet Pro has also given us flexibility to change how we communicate with our customers, how often we communicate; and all in real time.
“What’s more, our Members and management team love it as it has greatly reduced the amount of calls to our customer services desk, which saves a lot of money for the council.”
As always, we’re delighted to hear such positive feedback. If you’re from a council and would like to explore the benefits FixMyStreet Pro could bring you, please do get in touch.
Image: Suad Kamardeen
Over the last few months, we’ve been working with Hackney Council to design and make a Freedom of Information management system, imaginatively named FOI For Councils — and last time we left you with our pre-development thoughts. Well, now it’s up and running.
With this project, we had two main aims:
- first, to make the process really slick and easy to use for citizens;
- second, to reduce the quantity of FOI requests submitted, relieving some pressure on the Information Officers at the receiving end.
The solution we came up with achieves both those aims, and there’s one feature in particular that we’re super-excited about.
Case Management Integration
One of the development decisions taken early on was for the system to be a very lightweight layer, largely powered by the new Infreemation case management system that Hackney were in the process of commissioning.
Infreemation is targeted primarily at Information Officers, so there was no use in reinventing the wheel and building a heavy backend for our own FOI for Councils software.
Instead we built the FOI request process, using our experience in designing for citizens, and submitted the data directly to Infreemation using their API. This means that every request goes straight in to the case management system used by Information Officers, with no need for double entry; a set-up we’re very familiar with from our work integrating council systems with FixMyStreet.
Information Officers respond to the FOI request through Infreemation, and when they publish the response to Infreemation’s disclosure log, FOI for Councils can pull that response into its innovative suggestions engine, which we’ll discuss shortly.
All this means that Information Officers get to use the tools that are designed directly with them in mind, but citizens get the best experience possible for the process at hand, rather than trying to battle the typical generic forms offered by one-size-fits-all solutions.
On the user side of things we managed to reduce the process to a maximum of 6 screens for the entire process.
Throughout the whole user journey we ask for only three details: name; email address and then the actual request for information.
Each screen provides contextual help along the way, maximising the chances that the FOI request will be well-formed by the time it gets submitted.
Making the process intuitive for the people using it is a key factor in building citizens’ trust in an authority. Too often we see complex forms with terrible usability that almost seem designed to put people off exercising their rights.
So far, so good. But for us, the most interesting piece of the process is the suggestions step.
Before the citizen submits their request to the authority, we scan the text for keywords to see if anything matches the pool of already-published information.
If we find any matches, we show the top three to the citizen to hopefully answer their question before they submit it to the authority. This helps the citizen avoid a 20-day wait for information that they might be able to access immediately. If the suggestions don’t answer their question, the citizen can easily continue with their request.
Suggestions also benefit the authority, by reducing workload when requests can be answered by existing public information.
We’ve tried to make this suggestions step as unobtrusive as possible, while still adding value for the citizen and the authority.
The suggestions system is driven by two sources:
- Manually curated links to existing information
- The published answers to previous FOI requests
The curated links can be added to the suggestions pool by Information Officers where they spot patterns in the information most commonly requested, or perhaps in response to current events.
The intelligent part of the system though, is the automated suggestions.
As FOI for Councils integrates with the Infreemation case management system, we can feed the suggestion pool with the anonymised responses to previous requests where the authority has published them to the disclosure log.
By doing this the authority is making each FOI response work a little harder for them. Over time this automatic suggestion pool should help to reduce duplicate FOI requests.
FOI for Councils also analyses the number of times each suggestion is shown, clicked, and even whether the suggestion has prevented any additional FOI requests being made.
This allows Information Officers to see which information is being asked for, but where existing resources aren’t providing the information necessary to the citizen.
We’ll be keeping a keen eye on how this works out for Hackney, and we’ll be sure to report back with any insights.
As you’ll know if you read our first blog post from this project, we did originally envision a platform that would process Subject Access Requests as well as FOI. In the end this proved beyond the resources we had available for this phase of work.
For us, this has been a really instructive piece of work in showing how authorities can commission process-specific services that connect together to give everyone a better user experience.
If you’re responsible for managing FOI requests or data protection in your own public sector body and you’d like to talk about project in more detail, please get in touch at email@example.com.
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.
Our most recent improvement to FixMyStreet means that users in Bromley will experience some clever routing on their reports.
It’s something quite a few FixMyStreet users have requested, telling us that they’d reported a street issue in London, only to have a response from their authority to say that it was located on a ‘red route‘ — roads which are the responsibility of TfL rather than the council.
Of course, most councils have systems set up so that they can easily forward these misdirected reports to the right place, but all the same, it wasn’t ideal, and added another step into a reporting process we’ve always tried to keep as simple and quick as possible.
Thanks to some development for Bromley council, we’re now glad to say that within that borough, reports on red routes will automatically be forwarded to TfL, while other reports will be sent, as usual, to the relevant council department.
As a user, you don’t have to do a thing (although you can see this automated wizardry in action by watching changes in the text telling you where the report will be sent, as you click on the map in different places and select a different category – give it a go!).
Note that this functionality has not yet been extended to the FixMyStreet app; however in the meantime it will work if you visit fixmystreet.com via your mobile browser.
A new layer
As you’ll know if you’re a frequent FixMyStreet user, the site has always directed reports to the right UK council, based on the boundaries within which the pin is placed.
And equally, even within the same area it can discern that different categories of report (say, streetlights as opposed to parking) should be sent to whichever authority is responsible for them: that’s an essential in a country like the UK with its system of two-tier councils.
So this new innovation just meant adding in a map layer which gives the boundaries of the relevant roads that are designated red routes, then putting in extra code that saw anything within the roads’ boundaries as a new area, and TfL as the authority associated with road maintenance categories within that area.
FixMyStreet has always been flexible in this regard: you can swap map layers in or out as needed, leading to all sorts of possibilities. Yesterday, we showed how this approach has also averted one common time-waster for councils, and the same set-up is behind the display of council assets such as trees and streetlights that you’ll see for some areas on FixMyStreet.
The integration of red routes is available for any London Borough, so if you’re from a council that would like to add it in, get in touch. And to see all the new innovations we’re working on to make FixMyStreet Pro the most useful street reporting system it can be, check out the website.
Image: Marc-Olivier Jodoin