Taking place at the NEC in Birmingham on 3 – 4 November, Highways UK is the big expo for those working on the UK’s road infrastructure — from local authorities to contractors and regional transport bodies.
If you’ll be attending, stop by stand F72 to say hello to us and learn about how councils and highways agencies are using FixMyStreet Pro to streamline the defect reporting process, create huge savings through channel shift and provide a truly joined-up and transparent service for citizens.
Three members of the SocietyWorks team will be on the stand: David, Clare and Sally. They’re all on the exhibition app, too, so if FixMyStreet Pro is something that interests you, why not connect with them before the event and schedule a meeting?
Here’s where to find us at the event:
Until then, you can ask us any questions about FixMyStreet Pro here.
Image: Omer Rana
SocietyWorks is proud to be sponsoring this year’s District Councils’ Network Annual Conference, which takes place on 21 – 22 October.
District Councils’ Network (DCN) is a cross-party member led network of 183 district councils and a Special Interest Group of the Local Government Association (LGA).
This will be the first time we’re attending the conference, so we’re excited to meet everyone and introduce ourselves to the network.
We’ll also be introducing our new digital domestic waste service WasteWorks, co-designed with Bromley and Peterborough Councils.
With citizens spending a lot more time at home during the last eighteen months, awareness of local authority waste services has never been sharper, so we’re keen to talk to attendees about how we can help councils to manage those rising expectations for on-demand access and fast resolutions.
If you’re heading to the conference, do come over to our stand and say hello to David and Sally, who will be representing us on both days of the event. Grab a brochure for WasteWorks, or stick around for a chat about all things digital government, service transformation and giving residents the best possible customer experience.
In the meantime, if you’d like to learn more about what we do, you can find out more here.
FixMyStreet Pro’s ability to handle the complex routing of inbound street and highways reports really comes into its own in London.
With thirty-two different boroughs and multiple public authorities taking responsibility for keeping the Capital’s cogs turning, the process of reporting problems in London can be somewhat of a tangled web for residents that aren’t sure who’s responsible for what, and for councils whose teams and internal systems are working in silo, leading to more phone calls, more emails, more duplication of effort and slower response times.
FixMyStreet Pro has the intelligent functionality to connect everything together for councils using the service, and automatically reroute reports from one authority to another – and it works at its best when everyone is using it to its full potential.
That’s why earlier this week we hosted a focused workshop for our growing contingent of London-based FixMyStreet Pro customers to share best practice ideas for how to get the most out of the service and maximise user uptake.
Transport for London (TfL)’s Customer Services Delivery Manager Fola Olafare kicked things off by talking through how FixMyStreet Pro (known by TfL as Street Care) has been working for them since its launch in 2019, and their ambitious aims for expanding the service’s reach and impact over the next eighteen months.
Fola’s presentation ended with a lively group discussion in which attendees from Hounslow Highways and the London Boroughs of Bromley, Hackney, Merton and Westminster bounced their best ideas around for accelerating channel shift.
Next up we heard two case studies on successfully establishing FixMyStreet Pro as your channel of choice for taking reports from citizens.
Tracy Eaton, newly-appointed Product Owner for FixMyStreet Pro at Buckinghamshire Council, where 61% of reports are now being made via FixMyStreet Pro, spoke about the importance of making use of the service’s ability to feed detailed and transparent information back to citizens, and how, by using FixMyStreet Pro’s map asset layers, duplicate reports for related categories have dropped down to just 0.05%.
Meanwhile, Jonathan Richards, Business Support & Market Manager at Bromley Council, shared some insight into Bromley’s channel shift journey with FixMyStreet Pro, which now accounts for a whopping 94% of all inbound reports.
For our final session of the workshop, SocietyWorks’ Senior Developer Matthew Somerville gave a detailed demonstration of what is, arguably, the most intelligent and useful feature of FixMyStreet Pro for London boroughs: its ability to display assets and categories that are the responsibility of another authority on the map, and to reroute any reports pertaining to those categories.
This particular feature of FixMyStreet Pro reflects the key functionality of the national FixMyStreet.com service, which allows citizens to make reports to councils and ensures those reports go to the correct place. After all, most citizens don’t care about whether an issue is the responsibility of one council or another, and nor should they have to; they just want to make a report and receive updates about its progress.
The difference with the Pro version is that everything is integrated with councils’ backend systems, so not only do reports go to the correct place, but they also require no manual intervention from staff, and facilitate a seamless two-way transfer of data.
Take the London Borough of Bexley’s version of FixMyStreet Pro as an example. As well as allowing residents to select from a list of categories that are the responsibility of the borough, Bexley also displays categories for reports that need to go to TfL (eg. Abandoned Santander Cycles), if and when a resident clicks on the ‘red route’ area of the map.
Any reports made on a ‘red route’ will automatically be sent to TfL, creating a really smooth experience for the report-maker and saving Bexley the trouble of having to deal with an irrelevant report.
In cases where a report could still be the responsibility of TfL, but it’s not on a ‘red route’, FixMyStreet Pro will work that out and send the report to TfL instead of to Bexley. Take the example below, which shows TfL’s traffic lights asset layer displayed on Bexley’s reporting service, ensuring that the report will not only go to the right place, but gives the most accurate information when it arrives.
Vice versa, on TfL’s version of FixMyStreet Pro, Street Care, should a citizen go to make a report about an issue on a ‘red route’, they will be able to choose from a variety of categories, most of which are the responsibility of TfL, some of which aren’t.
For example, if a citizen heads to Street Care and tries to report some litter on the road, they will be advised that this report needs to be dealt with by the borough, and will be able to click through to the national FixMyStreet.com site where the report information will be carried over, causing no interruption to the report-making process.
Equally, if a citizen tries to report a problem via Street Care and drops the map pin on a road that’s not maintained by TfL, this will be explained clearly and, again, the report-maker will be able to click through to a pre-filled report on FixMyStreet.com.
It’s not obligatory for our London borough councils to display ‘red routes’ and redirect reports to other authorities, but Matthew’s demonstration provided ample inspiration for how transformational doing so can be to the user experience.
For London boroughs, FixMyStreet Pro is a powerful tool for channel shift and presents a crucial opportunity to join a community of councils and other authorities delivering a truly efficient and joined-up service.
Image: Ashleigh Joy Photography on Unsplash
RWM is the UK’s largest Recycling, Resource and Waste Management event, bringing together individuals, businesses, and local authorities dealing with recycling, resources, waste, and the circular economy.
We’ll be exhibiting at the event for the first time this year to introduce local authorities to WasteWorks, our new digital waste management service that integrates with in-cab systems to transform the user experience and drive incredible channel shift.
If you’re one of the many local authorities heading to the NEC on 22 – 23 September, come and see us in the Local Authority Lounge (we’ll be at stand LA1) to grab a brochure, or stop for a chat to learn more about how WasteWorks revolutionises digital access to domestic, bulky and green waste services for your residents, your staff and your contractors.
On day two of the event, we’ll be co-hosting a seminar with our partners Yotta to discuss how, together, we help councils to streamline waste services, realise significant cost savings and deliver a truly citizen-centric experience. Transforming waste services for true citizen satisfaction takes place on 23 September at 11am in the Local Authority Lounge.
David Eaton, Sales Director – With over a decade of experience helping councils and other public sector organisations across the UK to achieve their digital transformation goals via robust and responsible technologies, David’s the one to speak to about all your digital waste service needs. He’ll be around on both days of the event, and is looking forward to finally being able to meet people in-person once again!
Sally Bracegirdle, Marketing & PR Manager – Accompanying David at the event, Sally joined us back in December 2020, so RWM will be the first in-person exhibition she’s been to with SocietyWorks! Sally’s passionate about helping councils to close the feedback loop and deliver a fulfilling citizen reporting experience. Ask her about how WasteWorks facilitates first-rate communication between citizen, council and other line of business system teams.
Martin Wright, Designer – Martin will be joining David and Sally on the second day of the event, when he’ll be delivering the seminar with Yotta. Martin plays a crucial role in ensuring that all of our digital services are designed with citizens at the front and centre. As well as being a designer, Martin also undertakes much of our user research, making him the perfect person to talk to about delivering citizen-centric public services.
We can’t wait to get back on the road to in-person events – see you there!
If you’d like to learn more about RWM, visit the event website.
Image: Claudio Schwarz
Next month is SDinGov (Service Design in Government, if you were wondering), a two-day conference that brings together a community of professionals involved in designing and commissioning public services.
This year’s event will take place virtually, and we’re thrilled to announce that our submission to host a speaker session has been accepted.
SocietyWorks will be represented by our designer Martin Wright, who will be taking his popular consequence scanning workshop out for a spin once again.
During the workshop you’ll take part in a consequence scanning exercise with Martin and the rest of the group, in which you’ll design a fictional new public service for a local authority and help to ensure that its launch doesn’t turn into a costly PR disaster.
By the end of the session, you will know how to predict, assess and mitigate any potential negative consequences of your future public service design projects.
Martin has run variations of this workshop a couple of times now, so if you’ve missed out before, now’s your chance to see what it’s all about.
Consequence scanning – an exercise you can use when designing new services at SDinGov will take place on 16 September at 10.30am – 11.30am.
See you there!
Find out more about SDinGov here.
Thank you to everyone who joined us on what was an extremely hot afternoon last Thursday for the first in our new series of webinars for local authorities. Scoping out a successful citizen service: how to get started was an exploration of the best way to get started when designing or redesigning an online service for citizens.
Leading the session, our designer and user researcher Martin Wright plotted the route from discovery to successful service uptake, highlighting the importance of carrying out consequence scanning and advising on how best to balance resident requirements with council capacity.
We were also joined by Bromley Council’s Technical Support Team Manager Jonathan Richards, who spoke about Bromley’s recent experience of designing and implementing a brand new online waste service for residents.
If you weren’t able to join us but you’re interested to know what was spoken about, you can watch a recording of the session below, and if you have any questions about anything that was discussed, let us know and we’ll get back to you with an answer!
Stay updated on our upcoming webinars by signing up to our monthly newsletter.
We’re thrilled to announce the launch of a brand new series of webinars for local authorities all about getting online citizen-facing services for the public realm right for you and for your residents.
After over a decade designing citizen-centric services with councils, this webinar series has been brewing for a while, and we’re pleased to have arrived at the right time to make it happen and more widely share the many lessons we’ve learned along the way, at every stage of process – from discovery to implementation and beyond.
The series will take the form of regular, hour-long virtual events that will bring together experts from within SocietyWorks and the mySociety team, along with special guest speakers from across local government and the wider sector. Each webinar, we’ll hone in on a different aspect of public realm service design and delivery, discussing real-life experiences and sharing best practices.
And where better to start than at the beginning?
For the first webinar, our Designer and User Researcher Martin Wright will be sharing his advice on where to start when it comes to building or redesigning a service for citizens. With help from some special guests, he’ll be discussing how to balance council and resident requirements, why consequence scanning is a must and ways you can encourage positive resident uptake.
Scoping out a successful citizen service: how to get started will take place in July. Find out more and register your free place.
Do you have a story to tell or some advice to share about how local authorities can perfect public realm online services? We’d love to have you as a guest speaker – tell us more here.
We’re very happy to be sponsoring this year’s virtual Local Government Association Annual Conference: three days of online talks from leading central and local government politicians as well as expert speakers from within and outside the sector.
Three lovely members of the SocietyWorks team will be there (virtually, of course) on 6 – 8 July, so do say hello whenever you see:
David Eaton, Sales Director – David has helped councils across the UK improve their customer experience, create incredible savings and drive channel shift via smart digital services for everything from highways and waste to FOI and noise. Ask him anything about setting up a new reporting service for your residents; he will have the answer.
Mark Cridge, Chief Executive – In addition to leading activities at our sister civic tech organisation mySociety, Mark has been instrumental in the launch of SocietyWorks and our suite of citizen services. Passionate about putting citizens at the heart of local authority services, Mark’s the one to talk to about all things digital transformation in local gov.
Sally Bracegirdle, Marketing & PR Manager – One of SocietyWorks’ newest team members, Sally joined in December 2020 and has spent her first few months on the job setting up lots of ways to share our expertise in the sector – one of those ways being attending this conference! Ask Sally about how to use internal and external communications to deliver a successful online service for citizens.
We’re looking forward to hearing from some fantastic speakers at the conference and chatting to people who share our interest in providing accessible, efficient and exceptional digital services for citizens. Hope to see you there!
In the meantime, ask us anything about citizen-friendly local authority services.
Last week we hosted another of our FixMyStreet Pro user groups. These events provide the perfect opportunity for us to get together with all of our council partners to show them what we’ve been working on and, importantly, give them the chance to influence what’s next for FixMyStreet Pro.
Senior Developer Dave Arter gave everyone a tour of all of the recently added features for FixMyStreet Pro, from a new OS Maps API and some fantastic mobile navigation improvements to extra detailed asset information and intelligent image redaction.
We also heard from Sam Pearson, mySociety’s Site Reliability Engineer who took us behind the scenes of FixMyStreet Pro. Sam gave us a fascinating glimpse into the architecture of the service, how it’s maintained and how we keep it secure for our customers.
A highlight of our user groups is always the interactive roadmap session – this is the part where we involve councils in helping to decide what new features we should be working on next for FixMyStreet Pro.
Starting with a runthrough of some of the new feature suggestions we’ve been receiving from our council partners recently by Operations Director Louise Howells, we then broke out into five groups to discuss each suggestion and prioritise them from most to least pressing. Under the guidance of our Designer Martin Wright, each group used Miro boards to select the one project they most wanted to see worked on, before regrouping to compare selections and choose an overall winner.
So what did our council partners choose to be worked on next for FixMyStreet Pro? Scheduled emergency messages that only appear at the correctly calculated time. This is something several councils have asked for, so we’re very happy to be getting the ball rolling.
As well as having a say on our development roadmap, the user groups are also a great opportunity for councils to share best practices with each other, present case studies on how FixMyStreet Pro is working for them and discuss topics of interest.
Jack Bowers, Principal Highways Liaison Officer at Central Bedfordshire, presented a brilliant case study all about how FixMyStreet Pro has, within just a few months of launching, helped the council to create fast channel shift, improve the citizen user experience and reduce reporting costs by 24%. Just what we like to hear!
We also heard from Tom Scholes, Group Manager – Asset Data & Systems at Oxfordshire County Council, who led a very engaging discussion on demand management and intervention criteria. Tom spoke about how the council often receives reports about potholes that fall below their threshold for repair. He then sought advice from other councils on how best to utilise FixMyStreet Pro to handle this without compromising the citizen experience. Some fantastic ideas were thrown around, and we’ll be on hand to support Oxfordshire to better help citizens understand what counts as an actionable report.
And that’s it! It was a very enjoyable user group, and we’re already looking forward to the next one in November, which with any luck will be an in-person event!
If you have any questions about anything mentioned above, or you’d like to be invited to the next user group, do let us know.
Image: S O C I A L . C U T
Spring is in the air, the clocks have gone forward and it’s been another busy sprint for the SocietyWorks team – here’s what we got up to.
We attended the first mySociety team meeting of the year (online, of course), where we took a look at what we’d achieved over the past 12 months, and what we need to achieve in the next 12. It was a great opportunity to speak to colleagues and share the SocietyWorks strategy and vision with the rest of the team.
During the meeting, we hosted various breakout sessions, including a marketing catch-up to see all the new things our Marketing & PR Manager Sally has been working on. We also reviewed our internal coding practises with Senior Developer Chris. We’ve got our fingers crossed for an in-person meeting soon, as much as we did all enjoy receiving cookies in the post to nibble on throughout the meeting!
As well as the team meeting, we’ve been continuing work on Bromley Council’s new waste project and have started our internal review process, in preparation for handover to the client in a few weeks’ time.
We also made progress on our new product NoiseWorks with Hackney Council (read more about it here). We’ve been getting up to speed on the discovery interviews Zarino, one of our wonderful designers, has been holding and working out what our next set of priorities will be.
We’ve also been meeting with lots of our FixMyStreet Pro customers, with Account Manager Clare holding her quarterly account management meetings. These meetings give us the chance to regularly check in and catch up with our clients to discuss feedback, issues and any concerns they may have. We also talk about the latest feature developments to FixMyStreet Pro, as well as providing a SocietyWorks product update, which currently includes our new WasteWorks product. Here again, we are very much looking forward to being able to see our clients face-to-face once more in the near future!
Image: Tatiana Rodriguez on Unsplash