When citizens are subscribed to receive email updates about a FixMyStreet report by council staff, they will now receive an email to acknowledge their subscription straight away.
If you’re familiar with our FixMyStreet Pro service, you’ll know that it allows citizens to subscribe to updates on existing issues rather than re-reporting. It’s a nifty feature that helps to give citizens a transparent view of how problems are being dealt with and reduces duplicate reports, saving councils time and money.
But did you know that council staff can also manually subscribe citizens to FixMyStreet reports if they need to?
Say, for example, a citizen has called your customer service centre to report a pothole that’s already been reported to you via FixMyStreet. If that citizen wants to stay informed about what happens next regarding fixing the pothole, you can subscribe them to the original FixMyStreet report. This way, they’re kept in the loop whenever an update is issued by staff within your case management system, and they shouldn’t need to call you back about the issue.
All sounds good, right?
It is, but there was one thing that Oxfordshire County Council pointed out could make it even better.
They realised that, on certain occasions when the time between the citizen being subscribed to a report by council staff and an email being sent with an update was a little longer, the citizen was sometimes forgetting why they were receiving the email, and would call the council again to ask.
So to combat this, we’ve now introduced a new subscription confirmation email to the FixMyStreet Pro service. This means that when council staff manually subscribe a citizen to a report, the citizen receives an email to acknowledge the subscription straight away. It’s a simple step that should help to alleviate any confusion in the event of the first email update about the report not arriving for several days.
The subscription acknowledgement email is now in place for all councils using FixMyStreet Pro.
If you have any questions about this new feature, or you have an idea for another, let us know.
Image: Steven Phillips on Unsplash