2021 might not have gotten off to the easiest of starts, but one thing that will be a bit easier from now on is street reporting in Central Bedfordshire, as we welcome them into the FixMyStreet Pro fold.
For residents of the area, this means that any and all street and highways reports can now be made through the FixMyStreet website or app, or via the council’s website. Wherever a report is made, they’re all going to end up neatly in the same place, thanks to our integration with Central Bedfordshire’s backend management system, Symology Insight.
Frustrated at finding themselves experiencing a higher volume of calls from residents over online reporting (somewhere in the region of 400 extra calls per month!), the Council was in search of a channel shift that would produce a better experience for residents and council staff alike.
While there are cheaper alternatives to FixMyStreet Pro, the savings Central Bedfordshire will now be able to make using a fully integrated system made the investment worth it. That coupled with FixMyStreet’s high-performing, user-centred interface and our years and years of experience integrating into any existing backend set-up made it the ideal solution.
“This is an exciting development for Central Bedfordshire residents as the FixMyStreet system is not only easier, faster to use, and more interactive, it can also connect with other systems to ultimately lead to smarter more efficient services.”
– Councillor Ian Dalgarno, Executive Member for Community Services
There were a number of key issues that Central Bedfordshire wanted to address through this integration with FixMyStreet Pro.
Firstly, they wanted to improve the accuracy of their highways reports, something that FixMyStreet helps to achieve thanks to its user-friendliness, its intelligent asset layer displays and its flexible categories.
Another requirement was to remove the ability for residents to submit reports anonymously, with a view to encourage better quality reporting, easier case management and to facilitate a stronger relationship between resident and council.
They also wanted to reduce the burden on and cost of their customer service team having to manually build reports, double key information and answer calls from residents wanting updates on their case. From now on, rather than having to call the Council for an update or needing to decipher an unfamiliar Symology Insight status code, residents will now receive clear updates on their reports automatically to the contact details they provide. Plus, our transparent approach to reporting means that anyone can view previous reports and subscribe to updates for easy progress tracking, which helps to reduce duplicates and creates a better user experience for residents and council staff alike.
Talking about what a difference this channel shift will make to Central Bedfordshire, Councillor Ian Dalgarno, Executive Member for Community Services, said: “This is an exciting development for Central Bedfordshire residents as the FixMyStreet system is not only easier, faster to use, and more interactive, it can also connect with other systems to ultimately lead to smarter more efficient services.
“As the new system allows users to submit reports against specific council assets, it will be a lot simpler for officers to locate and assess any problems.”
We’re no stranger to integrating with Symology Insight both on premise and hosted, but as with any integration into an existing business system, it takes a lot of hard work and hiccups can happen.
In this case, we ran into an obstacle getting updates to sync from Insight. Thankfully, Central Bedfordshire and Symology were quick to jump into action and we worked together to improve our connector and enable the systems to speak to each other fluently. The end result is a seamless experience for users, who are kept in the loop as soon as their report is updated in Symology by Central Bedfordshire staff.
Now that the button’s been pushed and the Central Bedfordshire version of FixMyStreet Pro is live, we hope it will help to make at least one part of 2021 a little bit easier to manage for the Council and its residents.
If you’re a council and you’d like to explore how SocietyWorks’ services can help you drive efficiencies and save money this year, do get in touch.
Image: Jack Bowers, Central Bedfordshire Council