Councils using FixMyStreet Pro can now redact particular areas of images uploaded by a citizen instead of having to remove them.
FixMyStreet Pro has always provided councils with the ability to moderate the content that citizens upload within their reports.
Say, for example, a citizen accidentally includes any personal information within the title or description of a report, staff can easily edit the content or remove it from the site using the moderation tool.
Similarly, if a citizen uploads a photo with their report that contains any personal or inappropriate content (think: licence plate numbers on parked cars or addresses on letters that have been fly-tipped), those photos can be quickly hidden as the need arises.
Now, hiding or removing the photos from reports is one solution, but we believe that capturing and being able to publicly share photos from citizens is important; it gives the community an even clearer view of exactly what issue has been reported and where. Meanwhile, for council staff and inspectors, photos can help to provide valuable additional context to reports that can’t be as easily gleaned from a description alone, further helping to accurately locate the defect and prioritise its repair.
So, what if instead of removing an entire image you could simply redact the usually quite small part of it that needs to be hidden?
Well, now you can.
A new feature for FixMyStreet Pro’s moderation tool allows council staff to redact particular areas of an image uploaded by a citizen when logged into the dashboard.
So if a report contains an image in which a car’s licence plate is visible, you can select the image in question and draw a rectangle over the license plate to block it from view. If multiple licence plates are visible in one image, multiple rectangles can be drawn.
Once saved, the changes to the image will be reflected everywhere it is displayed, giving you complete peace of mind. Of course, if you need to revert a redaction or you want to remove the entire image, you still can with no hassle.
Importantly, and in-keeping with FixMyStreet Pro’s focus on improving the citizen experience, the staff member making the redaction can write a short note to the report-maker to explain why it has happened. This note will be sent straight to the citizen automatically, which should help them when they next make a report.
The image redaction feature is now available to all of our FixMyStreet Pro customers. If you’d like to see the image redaction feature in action, or you have any questions, you can contact us here.
Image: Franco Ruarte
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
Developed for Oxfordshire County Council’s instance of FixMyStreet Pro, useful new map pins show citizens when a fix has already been scheduled by the council, further helping to avoid report duplication and manage citizen expectations.
When a citizen makes a report on FixMyStreet.com or on one of the council branded Pro versions of the website, that report is published publicly with a little pin on the map indicating where the defect is. Among the various benefits of this transparent approach to defect report making is the way in which it helps to reduce duplicate reports; the citizen can see that the council has already been made aware of the issue and therefore doesn’t need to submit a new report.
Wanting to take extra advantage of this feature, Oxfordshire County Council approached us last year with a request to display some brand new pins on their maps to show where highways inspectors have already made note of a defect and have scheduled contractors to carry out a repair, thus eliminating the need for anyone to make a report in the first place.
To collect the information for the new pins, Oxfordshire set up a new standard asset layer feed for FixMyStreet Pro especially for defects that have already been flagged by the Council’s highways inspectors.
Taking data straight out of Oxfordshire’s backend management system, FixMyStreet Pro’s frontend produces a pin on the map to represent those defects, which can be seen to citizens from the ‘All Reports’ page when zoomed in to a certain level over the corresponding map tiles. These pins are shown in blue to differentiate them from those indicating a citizen-made report.
Before a citizen places a pin of their own on the map to begin a report, FixMyStreet Pro will display the blue defect pins to helpfully suggest that this could be a problem that’s already been flagged by the Council.
Upon clicking one of the new pins, the citizen will be shown a pop-up containing up-to-date information on the defect, including when a repair is estimated to be completed.
All of this should help to save the citizen the bother of submitting a report, while for the Council it helps to not just save time and money, but to also instil confidence in residents that defect repairs are all in hand.
SocietyWorks’ services are under continual development and we love taking suggestions for new features from our council partners, like this one from Oxfordshire. If you’d like to find out more about FixMyStreet Pro, or any of our other services, you can schedule a demo here.
Image: Miguel Teirlinck on Unsplash
As you probably know, earlier this month two unitary authorities replaced the two-tier council structure in Northamptonshire – an area where street and highways defect reports are managed via our FixMyStreet Pro service.
Integrated directly into Northamptonshire County Council’s asset management system of choice Yotta Alloy, FixMyStreet Pro, known as Street Doctor in Northamptonshire, acts as the all-important, user friendly front door for citizens who need to report any local problems. This being the case, as well as preparing for some behind the scenes rerouting to ensure that reports would go to the correct place for the two new councils, the pressure was on for the SocietyWorks team to ensure that there would be no interruption to the service for citizens on 1 April when the two councils came into effect.
So how did we do this?
One of the main reasons citizens prefer to use FixMyStreet to report issues to the council is that they don’t need to know which council is responsible for what problem, so our first priority was to understand where FixMyStreet would need to send reports after the split, all based on category and location data provided within reports.
Our MapIt service, which FixMyStreet uses to match councils to the area for which they’re responsible, would have the new authority boundaries in place from 1 April ready to direct reports to the correct council.
The new councils, North Northamptonshire Council and West Northamptonshire Council, were each to absorb responsibility for Northamptonshire’s district councils, which meant writing some code that would work out which council was previously responsible for an issue, and ensuring that those reports continued to go to the correct place until such time as the new councils have designated a new way to receive them.
Next we created two new bodies for North Northamptonshire and West Northamptonshire, covering their respective district areas and ensuring the report categories were the same across both for consistency. For highways issues, we renamed the existing Northamptonshire County Council body to Northamptonshire Highways.
On the front-end, our design team rebranded Northamptonshire’s instance of FixMyStreet Pro to align with the two new unitary councils. Instead of creating a new website for each council, both councils would be represented on the existing Street Doctor site, making it very easy for citizens to make a report – they wouldn’t need to search for a new place to make a report, nor would they need to know which of the new councils is responsible; we would work all of that out for them.
As before, the website would work seamlessly on any device, giving citizens the ability to make reports wherever suits them best, while helping the new councils to drive channel shift and continue to create savings.
North Northamptonshire Council and West Northamptonshire Council came into being on 1 April 2021. On that date, citizens in Northamptonshire needing to report local problems such as potholes, broken street lights or graffiti were able to do so with no disruption.
The updated version of Northamptonshire’s FixMyStreet Pro went live at midnight on 1 April, providing citizens with a familiar, easy-to-navigate place to make reports to the two new councils.
At the same time, the new boundary areas were set on MapIt, ready to ensure that reports went to the correct council. These boundaries may be updated again as standard after the upcoming local elections should there be any changes.
Got a question about FixMyStreet Pro? Ask away.
Fly-tipping is one of the most expensive problems councils face. And incidents are on the rise.
In 2020, as the pandemic limited places and times to dispose of rubbish, fly-tipping reports increased by 44% on the FixMyStreet website, where citizens across the UK can report a variety of local issues to the correct authority. FixMyStreet Pro can help councils bring the increased costs of dealing with fly-tipping under control.
According to new data from the Department for Environment, Food and Rural Affairs (DEFRA), local authorities in England dealt with just under 1 million fly-tipping incidents for the 2019-20 financial year.
With councils largely relying on residents to spot and report fly-tipping incidents, how can you encourage continued vigilance while also saving money as more reports come in? More importantly, how can you better demonstrate to your residents that you’re acknowledging the growing issue and responding to it accordingly?
Designed by a team with over a decade’s worth of experience putting citizens at the heart of local authority services, FixMyStreet Pro makes the reporting and handling of street and environmental issues like fly-tipping much easier and, as a result, cheaper.
Councils adopting FixMyStreet Pro for their citizen reporting can:
To discover how FixMyStreet Pro could help you better manage and respond to issues like fly-tipping, potholes, street lighting and much more, book a one-to-one demo with one of the SocietyWorks team.
Image: Karl Bewick on Unsplash
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
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