If you visit FixMyStreet and suddenly start seeing spots, don’t rush to your optician: it’s just another feature to help you, and the council, when you make a report.
In our last two blog posts we announced Buckinghamshire and Bath & NE Somerset councils’ adoption of FixMyStreet Pro, and looked at how this integrated with existing council software. It’s the latter which has brought on this sudden rash.
At the moment, you’ll only see such dots in areas where the council has adopted FixMyStreet Pro, and gone for the ‘asset locations’ option: take a look at the Bath & NE Somerset installation to see them in action.
What is an asset?
mySociety developer Struan explains all.
Councils refer to ‘assets’; in layman’s language these are things like roads, streetlights, grit bins, dog poo bins and trees. These assets are normally stored in an asset management system that tracks problems, and once hooked up, FixMyStreet Pro can deposit users’ reports directly into that system.
Most asset management systems will have an entry for each asset and probably some location data for them too. This means that we can plot them on a map, and we can also include details about the asset.
When you make a report, for example a broken streetlight, you’ll be able to quickly and easily specify that precise light on the map, making things a faster for you. And there’s no need for the average citizen to ever know this, but we can then include the council’s internal ID for the streetlight in the report, which then also speeds things up for the council.
So, how do we get these assets on to the map? Here’s the technical part:
The council will either have a map server with a set of asset layers on it that we can use, or they’ll provide us with files containing details of the assets and we’ll host them on our own map server.
The map server then lets you ask for all the streetlights in an area and sends back some XML with a location for each streetlight and any associated data, such as the lamppost number. Each collection of objects is called a layer, mostly because that’s how mapping software uses them. It has a layer for the map and then adds any other features on top of this in layers.
Will these dots clutter up the map for users who are trying to make a report about something else?
Not at all.
With a bit of configuration in FixMyStreet, we associate report categories with asset layers so we only show the assets on the map when the relevant category is selected.
We can also snap problem reports to any nearby asset which is handy for things like street lights as it doesn’t make sense to send a report about a broken street light with no associated light.
Watch this space
And what’s coming up?
We’re working to add data from roadworks.org, so that when a user clicks on a road we’ll be able to tell them if roadworks are happening in the near future, which might have a bearing on whether they want to report the problem — for example there’s no point in reporting a pothole if the whole road is due to be resurfaced the next week.
Then we’ll also be looking at roads overseen by TfL. The issue with these is that while they are always within a council area, the council doesn’t have the responsibility of maintaining them, so we want to change where the report is going rather than just adding in more data. There’s also the added complication of things like “what if the issue is being reported on a council-maintained bridge that goes over a TFL road”.
There’s always something to keep the FixMyStreet developers busy… we’ll make sure we keep you updated as these new innovations are added.
From a council and interested in knowing more? Visit the FixMyStreet Pro website
We often talk about how FixMyStreet Pro can integrate directly with council’s existing systems, and how doing so can help councils be more efficient — but what exactly does that mean in practice?
Let’s take a look at our two most recent FixMyStreet Pro installations. Both B&NES and Buckinghamshire councils use the same asset management system, Confirm, and it gives us a great example of how FixMyStreet Pro’s ability to ‘communicate’ with such systems will make everything a whole lot easier for residents and for council staff, even with two very different types of local authority.
Saving time and effort
FixMyStreet has always provided the resident with an easy interface through which to file a street report. For many councils, however, such reports arrive in an email inbox and then have to be forwarded to the right location or typed into the council’s CRM, all adding to the sum total of time and effort dedicated to each report.
Now, using the Confirm API, Bucks and B&NES councils can access and work on FixMyStreet reports through Confirm’s standard ‘inspector module’, removing any need for this extra step.
Optionally, the information flow can go both ways, and indeed this is the case for both B&NES and Buckinghamshire councils. What this means is that for example, when an issue has been inspected and council staff change its status (perhaps from ‘report received’ to ‘repair underway’), this status change will be passed back to FixMyStreet, automatically syncing with the site, and notifying the report-maker with the update — again removing another mundane task from customer services staff.
If a highways inspector should come across a new issue while they are out and about on their rounds, they can raise an issue in Confirm just as they always would have. But now, that will also create a report on FixMyStreet which residents can view, keeping everyone up to date and ensuring that reports aren’t made about issues that the council already know about.
FixMyStreet Pro also allows for council administrators to create template responses — an invaluable timesaver when responding to one of the more common situations such as “issue identified and prioritised” or “issue now fixed and closed”. While Confirm also has its own template responses, FixMyStreet Pro offers more flexibility, as the same template can be reused across multiple report categories and status types. Buckinghamshire really saw the benefit of this: they were able to reduce the number of templates in use from around 450 to 46.
Assets such as streetlights, grit bins and gullies can be pulled through from Confirm and overlaid on the map. This makes it significantly easier for both residents and staff to locate and report issue, speeding up the issue resolution time — we’ll be delving more deeply into this in our next blog post, with a few more technical details for those who are interested.
Residents in these areas can make reports on the councils’ own websites, where they’ll find FixMyStreet as the street fault interface — or through the main FixMyStreet website and app. Whichever you choose, your reports will be published in all three places.
So far, so convenient for residents — but behind the scenes, there’s lots more going on that improves the efficiency of the whole fault-fixing cycle.
Both councils are users of the Confirm CRM system, with which FixMyStreet Pro can now be fully integrated. What that means in practice is that when you make a report, it drops directly into the council’s existing workflows, with no need for someone in the middle to retype or redirect your report.
Council staff can use the best of both systems’ useful tools for shortlisting, inspecting and updating the status of your issues — and when a report has been progressed to the next stage of the fixing cycle, you’ll be automatically kept up to date both by email, and with messages posted directly to your report page.
In another advance, both councils are now displaying assets such as bins, trees and adopted highways in context-sensitive areas of the report-making journey, so it’s easy to identify exactly which one you’re talking about when you make your report. That saves time for you, and for the council when they go out to fix it .
If you’re interested in the technical details, we’ll have more about both Confirm integration and asset layers in future blog posts.
FixMyStreet sends users’ street reports to councils across the UK.
But if you’re one of the staff that receives these reports, you might sometimes wish for more insights: which issues are most commonly reported in your area? What’s a bigger problem, dog fouling or potholes? How quickly do reports get fixed, and how does this compare with other councils’ performance?
To make it easy to discover the answers to all these questions, we’ve just rolled out a new stats dashboard on FixMyStreet — and it’s free to access if you work for a council.
Council staff can now view and download information that answers questions such as:
- How many FixMyStreet reports have been made in your area across various time periods?
- How many reports have been made in each category?
- What are the average times between reports being made and being marked as fixed, and how does this compare to other councils?
- Which categories of report are most common within your area?
- Which categories of report does FixMyStreet send to your council, and which email addresses does it use?
From this exclusive area, you can gain a more in-depth understanding of how FixMyStreet is being used in your area, while also getting a taste of the fuller functionality available with FixMyStreet Pro.
So, if you work for a council, head over to the dashboard page now, and start exploring.
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.
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.
If you’ve used FixMyStreet recently — either to make a report, or as a member of a council who receives the reports — you might have noticed that the site’s automated emails are looking a lot more swish.
Where previously those emails were plain text, we’ve now upgraded to HTML, with all the design possibilities that this implies.
It’s all part of the improvements ushered in by FixMyStreet Version 2.0, which we listed, in full, in our recent blog post. If you’d like a little more technical detail about some of the thought and solutions that went into this switch to HTML, Matthew has obliged with in a blog post over on FixMyStreet.org.
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.