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Hackney Council noise case management: sprint notes 27 April – 11 May 2021

Noise case management with Hackney Council

These sprint notes are part of a series following our work with Hackney Council on the production of a noise case management system. View the previous notes here.

We’ve moved to Alpha!

Work continues on the NoiseWorks product that we’re undertaking with Hackney Council to produce a robust, well-tested case management system for resident noise reports. 

While our Discovery phase saw us interviewing Hackney staff to understand everyone’s working processes and pain points with both current and past case management systems, the Alpha is an opportunity to test what we’ve learned, and really narrow down on a user needs focussed noise case management product. 

Each sprint during the Alpha we’ll be testing a different aspect of the workflow. This most recent sprint has been dedicated to the experience of creating, viewing and updating a single case. 

Hackney Enforcement team members have been individually invited to check out a Google Form which contains step-by-step questions and screenshots, as well as links to clickable prototypes. Forms like these are a great way to gather Alpha feedback that works around officers’ busy schedules, and also ensures we get clear, actionable information that can inform future rounds of prototyping and carve the path towards Beta.

We’ve seen some interesting feedback come out of the prototypes, for example: 

  • A much clearer steer on the first thing officers need to do when faced with a new case – 85% said they’d first check that all the complaint details and contact details were present and correct, so we’ll be looking to make that quicker to verify.
  • An increased emphasis on the exact location or identifying features of the noise source, such as vehicle registration numbers – especially when it comes to detecting multiple complaints that could be treated as part of the same “case”.
  • A reassuring sign that two thirds of respondents thought this product could help them save time compared to their current or past case management systems.

We’ll continue to work and evolve the prototypes with the feedback we’re receiving from the team at Hackney. 

We’re also making sure we maintain a balance between what staff users need without compromising on the citizen experience by asking Hackney residents to get involved with testing. Hackney have added a call-out on their Hackney Matters emails, which are sent to local residents, asking for citizens to get involved and give feedback – 22 people have already signed-up! Plus, we’re asking people who submit noise complaints whether they’d like to take part too. We’ll be making use of these contacts in a later sprint.

Got a question about this project? Ask us here.

Image: Possessed Photography

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