In our last post we explained how we’ve been developing a new Waste service with the London Borough of Bromley. At the same time, we’ve also been working with the team at Hackney Council to develop a simple, efficient path for citizens’ noise reports.
As with our explorations into Waste, the work on noise first required us to learn a lot in a very short period of time. What exact form do noise reports take; and how can a citizen make a useful, actionable report if they’re not sure precisely where the noise is coming from?
We also had to examine the characteristics that would class a report as an anti-social behaviour (ASB) complaint, and whether the report path should differ for these.
We’re now at the stage where we’ve created early prototypes for two workflows — noise-related ASB reports, and standard noise complaints. Next we’ll be thinking about whether the two journeys can be combined into a single tool.
The handling of ASB reports carries its own potential hazards: we need to consider the possibility of unintended harm, such as the stigmatisation of at-risk individuals and families.
The team at Hackney are well aware of the risks: and introducing process efficiencies through a new online service could make these issues much more acute if not considered properly. As such we are conducting an extended discovery process to go deeper into these issues upfront.
During our workshops with Hackney so far, we have been able to look at the positives and negatives from the different viewpoints of council staff, citizens and the wider community, incorporating ‘Consequence Scanning’ into the discovery.
This exercise was originally developed by Dot Everyone and has more recently been adopted by Future Cities Catapult. It ensures everyone can take a 360 degree view of the possible consequences — both positive and negative — that might arise from a new service design, and consider what additional mitigations might need to be put in place.
Armed with these insights, we’ve created an alpha version of the Noise reporting tool that we’ll be sharing with Hackney shortly so that they can test it and give us feedback for the next phase.
Our Designer Martin, who ran the workshops, says, “There’s a limit to what you can find out verbally, so we aim to get to the alpha version of a service as quickly as we can.
“The knowledge and understanding we get from seeing people using a new service for the first time is invaluable and can be immediately fed back into the design process to become improvements or new features.”
If you’d like to chat or find out more about how we’re progressing with the development of our noise services, or any other aspect of the SocietyWorks local government suite, then please contact David through our online form or the details at the foot of this page.
Image: Brad Stallcup