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Hackney Council noise case management sprint notes: 25 May – 8 June 2021

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.

During the last sprint we focused on prototyping the system’s mobile-optimised interface to get a second round of feedback on some of the suggestions the team has already made in previous sprints, and also identify ways that the product can help officers attending noise complaints ‘on the ground’

The prototypes received some good feedback including:

  • Case list page works well – combination of filtering and searching by address or name addresses the needs of officers prioritising their work.
  • Great suggestion that the case page should display the number of previous cases at the given address, and/or number of notices previously served to the address – again, to help surface context that might affect the priority of a case.
  • Confirmation that officers expect to be notified by email when a case is assigned to them.
  • The concept of logging “actions” on a case generally makes sense to officers. Important to include failed actions as well – eg: “unable to contact reporter” or “phone unanswered”.
  • Extra information about perpetrators was valuable – we now need to investigate what we can show / where it would come from.
  • 100% of respondents said what they’ve seen so far would save them time compared to current or previous tools.

As we’re getting nearer to actually coding up some of these prototypes we’ve also had discussions about the infrastructure and languages used to develop the new NoiseWorks product as well as scheduling time in future sprints to start building the prototypes.

This sprint we’re testing the final set of prototypes around the citizen experience of the service. While most of the case management features are staff-only, we’re keen to get citizen feedback on how they access their past complaints, keep digital ‘diary sheets’ of noise re-occurrences and how they’d expect to be notified about updates to their case.

Image: Frederik Lipfert

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