Blog posts about councils

In collaboration with Brent Council we have added some new functionality to WasteWorks which enables residents to book a waste collection for small items including batteries and textiles.

WasteWorks is our front end residential waste platform designed with and for councils to provide simple online access for residents to information about their waste collections. It has the flexibility not just to integrate with any in-cab system or payment provider, but to also easily incorporate extra elements of a waste service as required by councils, including bulky waste, green garden waste, assisted collections, and now small items collections.

The new small items collection functionality was built for Brent Council’s installation of WasteWorks. Now, along with being able to view and download their waste collection schedules, report problems, request new containers and pay for garden waste subscriptions, residents in Brent can also use WasteWorks to access the council’s free bookable small items collection service. 

Integrated with the Selected Interventions Echo in-cab system used by Brent Council’s waste contractor Veolia, WasteWorks takes residents through an intuitive request workflow within which they can select from a list of items included in the small items collection service and book a time slot according to availability. Each request created via WasteWorks is automatically sent into Echo for staff and contractors to manage directly.

Using this feature, residents can also cancel a booking for a small item collection, or report that a collection has been missed. The integration between WasteWorks and Echo will allow the council to keep residents informed on the progress of their requests and reports.

Councillor Krupa Sheth, Cabinet Member for Environment, Infrastructure, and Climate Action, said: “We want to make it as easy as possible for residents to get rid of your items in the most environmentally friendly way possible, as well as making it easy as possible. I welcome this partnership and look forward to working with SocietyWorks on this service.”

Angela Dixon, Managing Director at SocietyWorks said: “We take pride in the fact that each of our digital solutions is developed in collaboration with councils. This new feature of WasteWorks built in partnership with Brent Council is another great example of how the product continues to grow in line with the needs of councils and their residents.”

Find out more about WasteWorks or if you’re an existing WasteWorks client and you’d like to use this new feature please speak to your account manager.

Working in partnership with Bromley Council, we have added some new functionality to the Council’s installation of our WasteWorks solution to enable residents to book bulky waste collections online.

WasteWorks was co-designed with Bromley and introduced in the Borough in 2021 as a smart and user-friendly way for residents to access residential waste services online. Residents already use the service to check their bin days, report a problem with a collection, request a new or extra container and subscribe to green waste collections. 

By integrating with existing systems, WasteWorks creates a consistent front door to all aspects of a council’s waste service, sharing information between residents, contractors and back again, which has already achieved a 40% drop in avoidable customer contact for Bromley.

Integrated with the Selected Interventions Echo in-cab system, which is used by Bromley’s waste contractor Veolia, as well as with the Capita Pay 360 payment system, residents can now also use WasteWorks to book and pay for collections for residential bulky waste items, such as carpets, furniture and white goods.

Residents wanting to use the service will be guided through a simple and intuitive workflow which enables them to select the type of item to be collected, reserve an available time slot and pay for the collection. WasteWorks can also handle cancellation and refund requests, as well as missed collection reports.

Jim Cowan, Head of Neighbourhood Management at the London Borough of Bromley said: “Placing the bulky waste collection service onto the WasteWorks platform is another step in making access to our services even better for our residents. Access to waste collection information, recycling container orders, enquiries and bulky waste bookings is now a one stop shop. 

“Moving from the existing server platform for bulky waste to cloud through WasteWorks is a key element of Bromley’s digital transformation plan, and the integration into Veolia’s Echo logistic system improves administration and fleet efficiency – just two of the many reasons why working with our partner SocietyWorks has yet again given us the outcome we desired”.  

Angela Dixon, Managing Director at SocietyWorks, said: “The addition of the bulky waste functionality marks another milestone in our partnership with Bromley Council. 

“The team at Bromley have been involved in the development of WasteWorks from day one, and we’re proud to support them with another innovative service transition that meets the needs of residents.”

Find out more about WasteWorks here.

SocietyWorks has launched a new, dedicated installation of FixMyStreet Pro for Gloucestershire County Council, through which residents can report local street, highway and environmental problems. 

Gloucestershire County Council joins more than 30 other local authorities, highways agencies and other public bodies in using FixMyStreet Pro for managing inbound reports of local problems such as potholes, broken street lights and problems with highway drains. 

Integrated with the Council’s asset management system Confirm, FixMyStreet Pro’s intelligent, map-based interface will make it much easier for residents to accurately report a problem and stay updated on its resolution.

With all reports and their statuses displayed on the map, the ability to subscribe to existing reports and the automatic, nationwide diversion of reports that are the responsibility of another authority, FixMyStreet Pro will improve things for customers and help Gloucestershire County Council to better manage expectations, eliminate duplication of effort and reduce avoidable customer contact, freeing up staff time for urgent cases or to help residents who need additional support.

Designed as a progressive web app, residents can choose to use Gloucestershire County Council’s branded version of FixMyStreet Pro as a website or as an app, with no obligation either way.   

Cllr Dom Morris, cabinet member responsible for highways and flooding at Gloucestershire County Council said: “I am pleased to say it is now easier for people to report issues and keep updated on repair work. We are always looking for ways to be proactive and improve our highways services.

“This summer we have been trialling new methods to speed-up repairs and engineers have been working day and night to strengthen the road network. Fix My Street is another innovation that will improve things for our customers and boost efficiency. Keeping Gloucestershire moving is a top priority and the council are investing heavily in better roads for residents.”

Angela Dixon, Managing Director at SocietyWorks said: “Since its launch in 2012, every feature of FixMyStreet Pro has been built to meet the needs of councils and their residents. No two integrations of the solution are the same, because no two councils are the same, but they all benefit from its incredible ability to create an end-to-end reporting process that’s as intuitive as possible. We look forward to seeing the impact the solution has for Gloucestershire County Council and its residents.”

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Request a short demo to see how FixMyStreet Pro could work for your authority.

Through integration with in-cab systems, our front-end residential waste solution WasteWorks can retrieve updates and display them to residents in a user-friendly way. 

These updates are intended to preempt common questions residents might have about their waste collections to reduce the need for them to contact the council via phone or email. 

Depending on the type of information available within the in-cab system, updates can relate to anything from sharing when a resident’s bin will next be collected to confirming that a collection has happened or explaining why a collection was unsuccessful.

In doing this, councils can eliminate avoidable customer contact and its associated costs by enabling residents to self-serve key, time-sensitive information. 

How does preemptive messaging work via WasteWorks?

Updates are retrieved via API integration with in-cab systems and can be served as messages to users in a number of ways.

For example, if a resident goes to report that their collection has been missed and the in-cab system knows the reason is because there was a vehicle obstructing the road, messaging can be displayed to inform the resident of this and explain next steps.

Equally, messaging can be displayed to explain that no collection was carried out at an address because the waste was not presented, and the missed collection report form can be disabled until the next collection round has begun. 

Additionally, councils may want to share messaging on the homepage of their WasteWorks service about planned changes to collection schedules in advance of bank holidays, so that residents know what to expect.

Notifying residents of changes to bin collection schedules

In the event of councils needing to make changes to scheduled collections, this information is best shared with residents before they need to go looking for it.

WasteWorks gives residents the ability to download the collection schedule for their property to their device’s calendar. Any changes made to the schedule will be reflected directly and automatically. 

It’s also possible to integrate the service with GOV.UK Notify to send notifications to residents via text or email about waste collections. 

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Want to learn more about WasteWorks? There’s more information here, or why not book a short demo with the team.

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Image: Centre for Ageing Better

Buckinghamshire Council started using our FixMyStreet Pro solution to manage inbound street, highway and environmental fault reports in 2018. 

Over the years, Buckinghamshire has made the most of FixMyStreet Pro’s ability to flexibly  integrate with any number of other services and software by connecting it to several of its other systems for the benefit of residents and customer services staff. 

FixMyStreet Pro’s integration functionality is particularly useful for when councils want to switch suppliers behind the scenes, while keeping everything consistent and simple to use on the frontend for residents. 

In this case, Buckinghamshire wanted to introduce two new integrations with FixMyStreet Pro, without creating any turbulence for residents.

Alloy and FixMyStreet Pro

Buckinghamshire Council recently switched its highway asset management system from Confirm to Alloy. 

The integration between FixMyStreet Pro and a council’s asset management system is an important one, because data is shared between the two systems, enabling councils to keep residents updated on the status of their reports.

To facilitate a smooth transition, we did a few things to ensure that, as far as Buckinghamshire’s residents are concerned, nothing is any different. These included keeping the display of asset layers the same and maintaining a way to look up the Confirm report ID numbers for reports transferred into Alloy so that no information was lost or required rekeying. 

EvoClaim and FixMyStreet Pro 

EvoClaim is a solution used by Buckinghamshire Council to manage claims from residents for injury or damage sustained to vehicles or property on a highway, so it made sense to incorporate this into the Council’s FixMyStreet Pro environment. 

“This has enabled us to achieve much needed time and resource savings”

This integration enables Buckinghamshire’s FixMyStreet Pro to act as the user-friendly and familiar frontend interface to claims submissions, using the FixMyStreet Pro map to locate the report related to the claim at hand. As with the other two integrations, FixMyStreet Pro sends all of the required data straight into the EvoClaim system.

Speaking about the integration, Amy Thomas, Insurance Claims Manager at Buckinghamshire Council, said: “The open communication and clear requirements/actions set by the project manager at SocietyWorks ensured we were able to meet our goal of implementing a new automated and integrated claim recording process. This has enabled us to achieve much needed time and resource savings.” 

Triaging to parish and town councils without integration

In the county of Buckinghamshire some local services are the responsibility of the unitary authority, while others are that of its 171 town and parish councils, of which approximately 84 are signed up to devolved responsibility.

Last year we introduced some new functionality to Buckinghamshire Council’s FixMyStreet Pro service to enable the automated triaging of reports to the appropriate parish or town council. 

As you can imagine, most small parish or town councils don’t have expensive management systems from which to manage inbound reports, making it hard for them to update residents on the status of their reports in the same way that Buckinghamshire Council can via integration.

To ensure residents are kept in the loop no matter who receives their report, we also built some functionality to make it possible for parish and town councils to update reports via email using a special code in the subject line, which will correspond to the new status of the report.

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Find out more about how integrations work between FixMyStreet Pro and our other digital solutions here.

A new integration has been completed for Brent Council between FixMyStreet Pro, which acts as the Council’s user-friendly, resident-facing front door to place-based defect reporting, and Continental Landscapes’ ATAK system.

Continental Landscapes is contracted by Brent Council to manage grounds maintenance for all parks and housing land. Previously, reports of those issues made via FixMyStreet Pro had to be manually keyed into the ATAK system.

By integrating the two systems, reports from residents, council customer services staff and on-the-ground inspectors of issues that are Continental Landscapes’ responsibility can be triaged automatically and managed more efficiently.

Getting reports to the right place

Understandably, most members of the public are not aware of which service is responsible for what problem, especially in places like London where there may be a number of different services responsible for overlapping issues. For example, in Brent, litter in the park might be the responsibility of Continental Landscapes, but graffiti removal might be the responsibility of another contractor.

One of the main advantages of the integration with the ATAK system is the way in which it ensures reports always go to the right place when made via Brent’s FixMyStreet Pro, or the national FixMyStreet service.

The integration enables asset layers to be added to the in-report map which correspond to different categories. Depending on the location of the map pin, category and asset selected, a report will be sent either directly into the ATAK system, or to another location as specified by the Council to ensure that the correct team can respond.

Brent Council’s version of FixMyStreet Pro is also integrated with Symology Insight and Veolia Echo, into which some other report categories are sent, such as potholes and fly-tipping on streets. 

FixMyStreet Pro can also automatically divert reports to Transport for London wherever necessary. 

Automatic status updates

As with all integrations into FixMyStreet Pro, any updates made to reports by staff within ATAK are then automatically fed back to the report-maker. FixMyStreet Pro also enables councils to set up automated response templates to reflect different statuses with an integrated system, which helps to easily keep report-makers informed of their report’s progress. 

All reports and their updates are shown to the public on the map to help reduce duplication and avoidable contact.

Brent Council introduced FixMyStreet Pro in early 2023 as part of a drive to improve its digital offering for reporting local street-based problems and accessing residential waste services online. The Council uses WasteWorks to manage inbound waste reports, requests and payments online, which is integrated with Veolia Echo and Capita 360.

Find out more about how integrations with all of our solutions work. 

A new integration has been completed for Central Bedfordshire Council between FixMyStreet Pro, SocietyWorks’ reporting service for street, highway and environmental faults, and Jadu, the Council’s website provider. 

The integration enables residents to report fly-tipping straight to Central Bedfordshire Council’s Environmental Services team using its existing installation of FixMyStreet Pro, 

Central Bedfordshire Council has been using FixMyStreet Pro since 2021 to manage reports about local issues, including potholes, broken street lights and blocked drains.

Previously, due to the nature of the information required, if residents wanted to use the service to make a report about an incident of fly-tipping, the Council was redirecting them to a separate form on its website.

Now, with the new integration in place, FixMyStreet Pro can send all of the information required by the Council’s Environmental Services team for fly-tipping reports directly into its Jadu system, while residents and customer services staff can enjoy a consistent reporting experience for all categories on the frontend. 

“Customers’ concerns are promptly and accurately populated in the back-end system automatically, streamlining processes and reducing manual back-office activities.”

– Sim Fountain, Digital Customer Excellence Programme Manager at Central Bedfordshire Council

The integration between Jadu and FixMyStreet Pro is the second to be set-up for Central Bedfordshire Council, with an existing integration in place between FixMyStreet Pro and the Council’s backend management system, Symology Insight.

Speaking about the integration, Sim Fountain, Digital Customer Excellence Programme Manager at Central Bedfordshire Council, said: “As part of our digital customer experience programme, we have been driving transformation across the council to optimise service delivery and enhance overall customer satisfaction. We want customers to be able to reach our services and self-serve 24/7.

“The FixMyStreet app is integrated with our corporate JADU Forms/Workflow/Case Management System to enhance our front-door point of contact. Enabling existing FixMyStreet customers to report Environmental Services issues through the app instead of being signposted to our online forms aligns with transformation work already carried out across this service.

“Customers’ concerns are promptly and accurately populated in the back-end system automatically, streamlining processes and reducing manual back-office activities.”

Angela Dixon, Managing Director at SocietyWorks said: “Integration is at the heart of what we do. Over the past 15 years, SocietyWorks has been helping local authorities to innovate and get the most out of their digital infrastructure by working collaboratively with the wider industry to connect things together while keeping everything simple for citizens on the frontend. We are delighted to add Jadu to our ever-growing list of integrations we can offer to local authorities.”

FixMyStreet Pro is a map-based progressive web app, built flexibly to integrate with any number of different systems and software for local authorities, highways agencies and other public sector organisations. It is the only reporting solution capable of automatically routing reports to other authorities across the UK.

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Find out about how we integrate with other systems or if you’d like to know more about FixMyStreet Pro, request a demo.

Brent Council is working with SocietyWorks to improve the online experience for residents when contacting the authority about two of its most in-demand services: residential waste and street and environment reporting.   

Residents in Brent can now make use of two new digital portals, both powered by SocietyWorks’ citizen-centred technology: one for making waste-related requests, reports and payments online, using WasteWorks; the other for reporting street and environmental problems, using FixMyStreet Pro.

Branded to look exactly like the rest of Brent Council’s online environment and integrated directly with the Council’s existing asset, in-cab and payment systems, both WasteWorks and FixMyStreet Pro have enabled the council to facilitate a smooth transition for residents and staff, with no interruption to delivery. These integrations also permit information to be shared to and from residents, the Council and its contractors to help keep the feedback loop closed and improve resident satisfaction.

Brent Council’s dedicated instance of WasteWorks simplifies access to waste services online by providing one front door for all transactions, such as reporting a missed collection, ordering a new container or paying for a subscription to a green waste collection. Through integration, the portal can provide real-time updates about collections to residents to help Brent close the feedback loop, manage expectations and avoid unnecessary contact.

The portal was designed in collaboration with Bromley Council, and was shortlisted for the Public/Private Partnership award at the LGC Awards 2022. For Brent, we hope to replicate the success Bromley has seen with WasteWorks, with a 40% drop in unnecessary contact within the first few months of launching and a continual rise in subscriptions to waste services.

Meanwhile, through FixMyStreet Pro, residents can report local problems such as potholes, blocked drains and fly-tipping. The solution is designed as a progressive web app, giving residents the option to use it as an app or a website, with no obligation either way. It also has the unique ability to automatically triage reports on a nationwide scale, including to Transport for London, which reduces avoidable contact and eliminates manual intervention.

Angela Dixon, Managing Director at SocietyWorks said: “Consistency is key when it comes to improving the digital experience for residents, and with both WasteWorks and FixMyStreet Pro working in tandem for Brent, residents will benefit from using an efficient and intuitive interface across two different but equally in-demand service areas. It is a pleasure to collaborate with a council that takes such a forward-thinking and thorough approach to digital transformation.”

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If you would like to know more about FixMyStreet Pro or WasteWorks, request a free, informal demo here.

Northumberland County Council is the latest local authority to have chosen SocietyWorks’ FixMyStreet Pro as its new reporting solution for street, highway and environmental issues.

Potholes, fly-tipping, broken street lights and other local place-based issues in Northumberland can now be reported to Northumberland County Council using a brand new installation of FixMyStreet Pro. 

Provided by SocietyWorks, the wholly owned subsidiary of civic technology charity mySociety, FixMyStreet Pro is a long-running, map-based solution developed in collaboration with councils, which integrates with existing backend systems to create a seamless reporting experience and close the feedback loop between residents, the council and its contractors. 

For Northumberland, the solution is integrated with the Causeway Alloy asset management system, ensuring reports go to the correct team and enabling updates to be sent back to report-makers. With all reports displayed on the map and the capability to automatically divert reports to other authorities, including to National Highways, FixMyStreet Pro will help Northumberland to increase transparency and reduce unnecessary contact. 

Glen Sanderson, Leader of Northumberland County Council said: “We’re so pleased to be launching this system which should revolutionise the way we deal with issues on our roads and footpaths.

“This new online tool is the most direct way to report anything to us that needs fixing, cleaning or clearing across the county.

“In a short few clicks, people can easily alert the council to an issue and receive an update once it’s been resolved.”

Angela Dixon, Managing Director at SocietyWorks said: “Since launching in 2012, FixMyStreet Pro’s development has been guided by the councils using the solution and their residents’ needs.

“As a not-for-profit organisation passionate about helping local authorities to innovate using integrated, citizen-centred technology, it is great to see another council choose FixMyStreet Pro and join our collaborative network.

“We have really enjoyed working with Northumberland and we look forward to seeing the council use the solution and get involved in its future.”

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Want to know more about FixMyStreet Pro? Request a demo to see how the solution could work for you.

SocietyWorks is working with Brent Council to transform the way residents report local street-based problems and access residential waste services online, starting with the installation of a dedicated version of FixMyStreet Pro.

Brent Council is the latest local authority to switch to FixMyStreet Pro for managing inbound street and environmental fault reports from residents. Like the twenty four other other local and public authorities across the UK using the software, Brent will benefit from FixMyStreet Pro’s unique ability to automatically triage reports on a nationwide scale, including to Transport for London, which reduces avoidable contact and eliminates manual intervention.

The map-based solution has a simple interface designed to make it easier for residents to report problems on any device, while also displaying all reports on the map to enable residents to subscribe to existing reports instead of creating duplicates. 

Integrated directly with two of Brent’s backend management systems Symology and the Selected Interventions Echo system, which is used by the council’s waste contractor Veolia, FixMyStreet Pro will help to improve accuracy and close the feedback loop by facilitating a two-way exchange of data from council to report-maker. 

The introduction of FixMyStreet Pro in Brent will be followed by the rollout of a dedicated version of SocietyWorks’ residential waste portal WasteWorks to also improve the user experience when accessing information and making requests about waste services. 

Councillor Krupa Sheth, Cabinet Member for Infrastructure, Environment and Climate Action at Brent Council said: “We take serious pride in our streets and green spaces. In order to make sure our spaces are functioning – we need your help. I encourage all residents to let us know when they encounter fly-tipping, potholes, graffiti and other issues by using report.brent.gov.uk.”

“Thank you to all the residents who do keep us up to date with issues in the borough, it really does help us to keep Brent clean and green.”

Angela Dixon, Managing Director at SocietyWorks said: “It has been a delight to support Brent with this ambitious project to improve the digital experience for residents in two different service areas. At every stage it has been clear that resident needs are being prioritised, and we look forward to seeing our technology make a positive impact in the borough.”

FixMyStreet Pro for Brent Council is now live for residents to use: https://report.brent.gov.uk/