All mySociety websites have strong security: when you think about some of the data we’re entrusted with (people’s private correspondence with their MPs, through WriteToThem, is perhaps the most extreme example, but many of our websites also rely on us storing your email address and other personal information) then you’ll easily understand why robust privacy and security measures are built into all our systems from the very beginning.
We’ve recently upped these even more for FixMyStreet. Like everyone else, we’ve been checking our systems and policies ahead of the implementation of the new General Data Protection Regulation in May, and this helped us see a few areas where we could tighten things up.
A common request from our users is that we remove their name from a report they made on FixMyStreet: either they didn’t realise that it would be published on the site, or they’ve changed their mind about it. Note that when you submit your report, there’s a box which you can uncheck if you would like your report to be anonymous:
FixMyStreet remembers your preference and applies it the next time you make a report.
In any case, now users can anonymise their own reports, either singly or all at once. When you’re logged in, just go to any of your reports and click ‘hide my name’. You’ll see both options:
Security for users was already very good, but with the following improvements it can be considered excellent!
- All passwords are now checked against a list of the 577,000 most common choices, and any that appear in this list are not allowed.
- Passwords must now also be of a minimum length.
- If you change your password, you have to input the previous one in order to authorise the change. Those who haven’t previously used a password (since it is possible to make a report without creating an account), will receive a confirmation email to ensure the request has come from the email address given.
- FixMyStreet passwords are hashed with an algorithm called bcrypt, which has a built in ‘work factor’ that can be increased as computers get faster. We’ve bumped this up.
- Admins can now log a user out of all their sessions. This could be useful for example in the case of a user who has logged in via a public computer and is concerned that others may be able to access their account; or for staff admin who share devices.
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.
What would Eddie Grundy do if he came across a pothole? And how would Linda Snell deal with flytipping on the site of the Ambridge village fete?
Fortunately, these fictional characters now enjoy the same access to FixMyStreet as the rest of us, thanks to the new demo site we’ve built.
The thinking behind it is not, of course, to gather reports from an entirely fictional world. We’re not that mad. Rather, we needed a sandbox interface where we could show councils exactly how FixMyStreet works, and allow them to play about with both the customer end and the admin side, all without causing any major repercussions to the running of the standard site. Enter FixMyStreet Borsetshire.
Prospective buyers of the system from local councils can experience the various levels of administration that the back-end allows. Just log in with the credentials seen on this page and see exactly how reports can be shortlisted, actioned, or moderated.
So, we’re expecting reports of pigs on the loose, flooded culverts and perhaps even a flying flapjack. But if you’re hoping to find out the precise location of Ambridge, unfortunately you’ll be disappointed: the map is actually centred around Chipping Sodbury, far from the village’s supposed Midlands locale.
This month, FixMyStreet.com sent one more report off to a council. There was nothing to distinguish it from all the other reports of fly-tipping, potholes and graffiti… except that it was the one millionth to be sent since the site began.
Back in 2007, when mySociety first launched FixMyStreet, we had a feeling it’d be useful — but we couldn’t have foreseen the take-up it’s had not only here in the UK, but across the world and in many forms. One million seems like a real milestone, so in celebration, here’s a whistle-stop tour of FixMyStreet’s life so far.
First through the doors
The first report ever sent to a council through FixMyStreet was this one, concerning a broken streetlight.
It was created by a mySociety staff member during beta testing of the site, and sent off to Oxford City Council — who fixed the streetlight. Proof of concept, and we were off.
Once it was clear that everything was working smoothly, FixMyStreet had its official launch that March.
Those who know and love FixMyStreet may be surprised to hear that in this first incarnation, it was given the slightly less snappy title of Neighbourhood Fix-It.
Just a week after launch, users had already filed over 1,000 reports — a sign that there really was a need for this site.
The reasons for its popularity? After all, all councils these days provide a fault-reporting system themselves, so why the enthusiastic take-up of a site that duplicates this functionality? We think the reasons are twofold:
- You don’t have to worry about which council is responsible for an issue: FixMyStreet just automatically sends it off to the right one. There are lots of reasons why you may not know where to send a street report, not least the UK’s two-tiered system of local authorities.
- We make the reporting process as simple as possible. It’s that whole ‘swans looking graceful but paddling like crazy under the waterline’ thing: we put in an awful amount of work to make sure that you don’t even notice the issues FixMyStreet has to deal with to make the user experience super-smooth. Back in 2012 we blogged about some of the thinking behind the site; for example here’s why FixMyStreet begins by asking just one simple question.
By June we’d realised that Neighbourhood Fix-It wasn’t the snappiest of names, and thus was born FixMyStreet as we know and love it.
In June 2008, Apple launched their app store.
Our developers saw the future, it seems: by December that year, we’d launched a FixMyStreet app (NB, the links in that 2008 post don’t work any more: if you’d like current versions of the app, you’ll find them here for Apple and here for Android).
The FixMyStreet apps have been downloaded more than 40,000 times, and we’re seeing a real growth in those who use it to make their reports: in the last year it accounted for 27% of reports. This reflects a general increase in the use of mobile (you can also use your mobile’s browser to access www.fixmystreet.com) — 55% of our visitors came via a phone or tablet in the last year.
Open for re-use
Like most mySociety software, the code that FixMyStreet runs on is Open Source: that means that anyone can pick it up for free, and run their own site on it.
In March 2011, a group of coders in Norway were the very first to do this, with their version FiksGataMi (it means FixMyStreet in Norwegian. They could have gone for Nabolaget Fikser Det, which means Neighbourhood Fix-It, but, well, you know…).
Since then, we’ve made real efforts to make the code easier for others to deploy, and ensured that the improvements we add to our own FixMyStreet are also available for all the others: just recently we rolled out version 2.1 of the codebase.
Taking a peek to see what’s being reported around the world is one of our favourite, if non-standard, means of armchair travelling.
A Norwegian puddle-prone footbridge gets in the way of christenings, confirmations and school meetings; meanwhile in Spanish city Alcalá de Henares, a resident complains about the smell created by rubbish lorries while allowing us a splendid view across the rooftops; and in Malaysia, a pack of stray dogs is causing problems for one reporter.
We’d wanted to provide a reporting system that bettered those offered by local councils: in June 2012 that goal was seemingly affirmed when some councils purchased the system to place on their own websites.
We officially launched FixMyStreet for Councils, with Bromley and Barnet being the very first local authorities to implement it. Since then, we’ve been in a continual process of improvement, driven by input and collaboration with many councils around the country. Several more have become clients, too. We’ll have more news on the latest developments soon (and meanwhile, if you are from a council, you can learn more here).
One of the nicest things about a codebase like FixMyStreet is that it can be deployed in many — sometimes surprising — ways. If you’ve followed our blog over the years, you’ll have seen the Channel 4 collaboration Empty Homes Spotter; the bicycle incident-reporting platform Collideoscope; and a project fighting corruption in Malaysia.
Bringing out the poetry in potholes
There’s something about FixMyStreet that inspires some users to exercise their powers of descriptive prose: we celebrated many of them in this 2014 post.
Then there are the reports which attract comments from other users. Lots of them, year in, year out. This one about seagulls in Brighton, for example, has become a one-stop forum for people all around the country to come together in their mutual despair of and/or love for our coastal avian friends.
Ever more reports
You can track the progress as we head towards the next million reports on our new stats page; where you might also be interested to see which councils are currently responding to issues most quickly, and what categories of problem are most-reported at any given time.
As you can see, at the moment the site is handling around 4,000 reports a week: but you can expect that to rise when the weather gets colder — we always get a lot more pothole reports in the winter.
And, are you wondering just what that millionth report was about? Nothing is ever simple: because some reports are made and then subsequently deleted at the user’s request, or because they contravene FixMyStreet’s house rules, we can’t just identify report number 1000000 as the millionth. Those deleted reports retain their original numbers, even though they’re not live.
But doing a quick bit of calculation, we suspect that the rightful millionth report might be this utterly unremarkable one in Knowsley. Long live the unsensational reports that simply get things fixed.
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Image: Alison Benbow (CC by/2.0)
We are happy to confirm that FixMyStreet Professional (the service formerly known as FixMyStreet for Councils) has been accepted onto the GCloud9 procurement framework.
Why is this important?
Using GCloud9, which is overseen by the Crown Commercial Service, removes much of the admin burden from public sector teams who are seeking to procure cloud based software and makes it easier to get down to the question of who has the best product for their needs.
What is FixMyStreet Pro?
FixMyStreet Pro represents the outcome of our co-design project with Oxfordshire County Council to take our popular FixMyStreet platform and build in a new set of features that genuinely made it as useful as possible for their staff (and Council staff all over the UK).
With a focus on retaining the user focused design and approach FixMyStreet was known for we have added or improved functionality for Council customer service staff and introduced a whole new set of tools to support Council inspectors including the ability to manage their tasks from within the app and to work offline when out and about.
This project has also made some improvements to the wider user experience for citizens with new front-end features being added all the time based on user research and feedback.
Want to learn more?
You can find out more about the service over on the GCloud Digital Marketplace or check out our own product pages where you can also get in touch with us if you would like to see a demonstration of the service or learn more about how we might be able to help.
You might already be enjoying one of the usability improvements that FixMyStreet version 2.0 has brought, though it’s possible that you haven’t given it much thought.
But for FixMyStreet, we hadn’t given much thought to letting you filter reports by more than one dimension, until Oxfordshire County Council suggested that it would be a useful feature.
For quite some time, you’d been able to filter by category and status (“Show me all pothole reports” or “Show me all ‘unfixed’ reports”), but this new functionality is more flexible.
You can now select multiple categories and multiple statuses simultaneously (“show me all pothole and graffiti reports that are unfixed or in progress”) — and all through the power of tickboxes.
If you’re a non-technical person, that’s all you need to know: just enjoy the additional flexibility next time you visit FixMyStreet. But if you are a coder, you might like to read more about how we achieved this feature: for you, Matthew has written about it over on the FixMyStreet Platform blog.
I’m just a few weeks into my position of Research Associate at mySociety and one of the things I’m really enjoying is the really, really interesting datasets I get to play with.
Take FixMyStreet, the site that allows you to report street issues anywhere in the UK. Councils themselves will only hold data for the issues reported within their own boundaries, but FixMyStreet covers all local authorities, so we’ve ended up with probably the most comprehensive database in the country. We have 20,000 reports about dog poop alone.
Now if you’re me, what to do with all that data? Obviously, you’d want to do something with the dog poop data. But you’d try something a bit more worthy first: that way people won’t ask too many questions about your fascination there. Misdirection.
How does it compare?
So, starting with worthy uses for that massive pile of data, I’ve tried to see how the number of reports in an area compares against other statistics we know about the UK. Grouping reports into ONS-defined areas of around 1,500 people, we can match the number of reports within an area each year against other datasets.
To start with I’m just looking at English data (Scotland, Wales and Northern Ireland have slightly different sets of official statistics that can’t be combined) for the years 2011-2015. I used population density information, how many companies registered in the area, if there’s a railway station, OFCOM stats on broadband and mobile-internet speeds, and components from the indices of multiple deprivation (various measures of how ‘deprived’ an area is, such as poor health, poor education prospects, poor air quality, etc) to try and build a model that predicts how many reports an area will get.
The good news: statistically we can definitely say that some of those things have an effect! Some measures of deprivation make reports go up, others make it go down. Broadband and mobile access makes them go up! Population density and health deprivation makes them go down.
The bad news: my model only explains 10% of the actual reports we received, and most of this isn’t explained by the social factors above but aspects of the platform itself. Just telling the model that the platform has got more successful over time, which councils use FixMyStreet for Councils for their official reporting platform (and so gather more reports) and where our most active users are (who submit a disproportionate amount of the total reports) accounts for 7-8% of what the model explains.
What that means is that most reasons people are and aren’t making reports is unexplained by those factors. So for the moment this model is useful for building a theory, but is far from a comprehensive account of why people report problems.
Here’s my rough model for understanding what drives areas to submit a significantly higher number of reports to FixMyStreet:
- An area must have a problem
Measures of deprivation like the ‘wider barriers to housing deprivation’ metric (this includes indicators on overcrowding and homelessness) as well as crime are associated with an increase in the number of reports. The more problems there are, the more likely a report is — so deprivation indicators we’d imagine would go alongside other problems are a good proxy for this.
- A citizen must be willing or able to report the problem
Areas with worse levels of health deprivation and adult skills deprivation are correlated with lower levels of reports. These indicators might suggest citizens less able to engage with official structures, hence fewer reports in these areas.
People also need to be aware of a problem. The number of companies in an area, or the presence of a railway station both increase the number of reports. I use these as a proxy for foot-traffic – where more people might encounter a problem and report it.
Population density is correlated with decreased reports which might suggest a “someone else’s problem” effect – a slightly decreased willingness to report in built-up areas where you think someone else might well make a report.
- A citizen must be able to use the website
As an online platform, FixMyStreet requires people to have access to the website before they can make a report. The less friction in this experience makes it more likely a report will be made.
This is consistent with the fact that an increased number of slow and fast home broadband connections (and fast more than slow ones) increases reports. This is also consistent with the fact that increased 3G signal in premises is correlated with increased requests.
Reporting problems on mobile will sometimes be easier than turning on the computer, and we’d expect areas where people more habitually use mobiles for internet access to have a higher number of reports than broadband access alone would suggest. If it’s slightly easier, we’d expect slightly more – which is what this weak correlation suggests.
Not all variables my model includes are significant or fit neatly into this model. These are likely working as proxy indicators for currently unaccounted for, but related factors.
I struggle, for instance, to come up with a good theory why measures of education deprivation for young people are associated with an increase in reports. I looked to see if there was a connection between an area having a school and having more reports on the basis of foot-traffic and parents feeling protective over an area – but I didn’t find an effect for schools like I did for registered companies.
So at the moment, these results are a mix of “a-hah, that makes sense” and “hmm, that doesn’t”. But given that we started with a dataset of people reporting dog poop, that’s not a terrible ratio at this point. Expanding the analysis into Scotland and Wales, analysing larger areas, or focusing on specific categories of reports might produce models that explain a bit more about what’s going on when people report what’s going wrong.
I’ll let you know how that goes.
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.
Work for a council? Tell us what you need
We’re making some pretty big improvements to the FixMyStreet for Councils service at the moment: improvements that will save councils both time and money, while giving them flexibility and insights into their fault report handling.
This has been our core focus over the last six months, working with our customers to design a new category of case management system, for local government, and by local government.
We’ve been working together with local authority insiders because they’re the people who know best what they require from a piece of software they will use every day. If you also fall into that category, we’d love to hear from you.
We’ll be sharing early iterations of the improved service as we make progress. Your feedback will be part of that process, helping shape a service that does everything you need it to do.
As we add these new case management features, we’ve set three core principles:
- To lower the operating cost of highways, parks and streets management by improving the user experience for all involved, from residents to council staff
- To change the relationship between local government and providers like Skanska, Veolia et al from direct management and instruction, to one of monitoring and oversight
- To treat the asset management system as a data repository for asset information, not a case, customer or works management solution
If you are from a local council and you would like to find out more, or you would like to provide feedback on early prototypes, help with user testing and become a part of our development process, we would love to hear from you.
Those who want to find out more about obtaining FixMyStreet for Councils can do so by checking out our page on the Digital Marketplace.
It’s a question which periodically arises from our users: why aren’t mySociety (and our Freedom of Information site WhatDoTheyKnow) subject to the FOI Act?
We can see why this is an obvious question to ask. We run a site which makes it easier for people to uphold their right to information from governmental bodies. We are quick to criticise if we feel that those bodies are not adhering to the law. And if you don’t follow the standards you set for others, you’re a hypocrite, right?
But it’s also a question which fundamentally misunderstands the scope of the law, and the purpose of WhatDoTheyKnow. Since it came up again recently, we thought we’d answer it in a public blog post, so we can link here whenever it gets asked again in the future.
The recurring question
Here’s the question as it was posed in the comments to our recent post on proposed governmental FOI restrictions:
As My Society is committed to the importance of FOI, isn’t it about time your parent charity voluntarily acted as if you were subject to the Freedom of Information Act?
Well, what would you like to know?
We invited the commenter to ask us anything he would like to know, and he did so:
Please can you elaborate on the reasons why your parent charity or WDTK decided not to voluntarily become subject to FOI?
Don’t you think that it undermines your arguments in favour of FOIA if a website which is promoting the legislation decides not to voluntarily be more transparent, rather than just sticking to minimum legal requirements for charities?
In response to your offer to deal with a request for information, please can you provide:
1. the maximum fee which has been charged to an individual council for Fix My Street and which council it was;
2. the minimum fee which has been charged to an individual council for Fix My Street and which council it was.
3. all the councils which have purchased Fix My Street in the last year (to facilitate making FOI requests to them).
Here’s the answer
We responded as follows:
Strictly speaking, it is impossible to voluntarily become subject to a law which covers public authorities, if you are not yourself a public authority. However, we are interpreting this question to mean “why do you not allow members of the public to request information about your work?”
The simple answer to that is: we do. As an organisation, mySociety is in favour of transparency. We advocate for it in other organisations, and we try to practice what we preach within our own, to a much further extent than is required by law.
For example, the development of all our projects1 is conducted in public on Github, where anyone may track the conversations and issues that arise. Our website and blog both include frank content about our funding and user numbers; our published research reveals facts such as our user demographics, even where we’ve found that they paint a disappointing picture.
Another way to interpret your question might be, ‘Why is mySociety (or WhatDoTheyKnow/our parent organisation UKCOD) not included on WhatDoTheyKnow as a body to which you may address questions in public?’.
WhatDoTheyKnow.com is a site which was conceived to make it much easier for members of the public to use their right to hold the government accountable. Charities are not government bodies and do not fall under the scope of the FOI Act, and so when this question has arisen (as it occasionally does in conversation or by the request of a user) our answer has always been that including them is not part of our remit and would, in fact, reduce the value of the site by muddying its primary purpose.
[Note that, as a charity, our accounts are audited and published in line with the Charity Commission’s rulings.]
Of course, like most mySociety projects, the source code is publicly available for anyone to pick up and use, so if anyone wished to initiate a similar project which put questions to charities or any other type of body, they are free to do so.
We can’t answer that bit, though
We were just about to provide the financial details asked for, when we realised that a couple of our contracts specifically forbade us from doing so.
Unlike us, the local authorities for whom we provide services are subject to FOI, so full details of the contracts and other details can be found out by requesting the information from them. Typical wording in a contract states that we’ll do everything necessary to aid any FOI requests the councils receive about our services.
Here’s how we answered the final two questions, then:
a. the maximum fee which has been charged to an individual council for Fix My Street and which council it was; b. the minimum fee which has been charged to an individual council for Fix My Street and which council it was.
The terms of some of our contracts with councils explicitly state that we must not disclose this information; however, as previously indicated, you may contact each council under the terms of the FOI Act; they are listed below in response to your final question together with a link to their profile on WhatDoTheyKnow should you wish to make an FOI request.
At this juncture, we think it is worth mentioning that the costs for installing and maintaining FixMyStreet for Councils (which are laid out here) are very reasonable when compared to those charged by the giants in local government provision. Seven or eight times more reasonable in some cases.
Additionally, we encourage the use of the Open311 standard, which means that councils aren’t locked in to FixMyStreet forever, or solely. Once the Open311 endpoint is installed, other systems can easily connect.
Ah, but we can help you access that information
b. All the councils which have purchased Fix My Street in the last year (to facilitate making FOI requests to them).
Note that these are already listed on https://www.fixmystreet.com/reports (any council where we note a council URL below the FixMyStreet link). Additionally we provided a bespoke version of the FixMyStreet software to the city of Zurich.
Taking “the last year” to be 1 November 2014 to the present date, and taking “purchased” to mean “have given us money for anything FixMyStreet-related”, our clients are:
Annual support fee charged for existing installation:
Stevenage Borough Council (on WhatDoTheyKnow)
Oxfordshire County Council (on WhatDoTheyKnow)
Hart District Council (on WhatDoTheyKnow)
Bromley Borough Council (on WhatDoTheyKnow)
East Sussex County Council (on WhatDoTheyKnow)
Warwickshire County Council (on WhatDoTheyKnow)
New work done on existing installation:
Oxfordshire County Council
Warwickshire County Council
Zurich City Council
Scoping work done so that they could build their own Open311 integration:
Camden Borough Council (on WhatDoTheyKnow)
So there you go: that’s how we answered this particular request for information. We hope that, in doing so, we’ve also cleared up a few points for others who have wondered the same thing.
1In fact, this should have read ‘nearly all our projects’. Internal codebases (eg for our organisational sites) and some commercial codebases (eg Mapumental) are private.