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How FixMyStreet Pro is continuing to improve the user experience for Buckinghamshire Council

The SocietyWorks team has always been very confident in FixMyStreet Pro’s ability to create real, positive change for councils. Better user experience, more intelligent use of data, easier case management for council staff and dramatic savings – and that’s just to name a few.

But of course, the proof is always in the pudding. So we were very pleased to hear recently that, since making the switch to FixMyStreet Pro, Buckinghamshire Council has seen a significant improvement to their customer user journey when it comes to online reporting of highways defects. As a result of this, the Council has been able to create over £32,000 in savings per year.

The story so far

Buckinghamshire Council chose to make the switch to FixMyStreet Pro back in 2018 as a way to improve their street and highways fault reporting customer experience. While residents still have a choice of channels through which they can make highways reports, the Council wanted to be able to offer the most intuitive digital process possible for reports that residents want and are able to make online.

Calls to Buckinghamshire Council’s Customer Service Centre about highways defects have decreased by 49%, which equates to over £32,000 in savings per year

It didn’t take long for FixMyStreet Pro to start delivering against Buckinghamshire’s desired outcomes. Since launching the service, calls to the council about highways defects have decreased by 49% – a clear sign that the online user experience has improved. In fact, for street light defects in particular, calls have decreased by 58%, more than likely helped by the Council’s intelligent use of FixMyStreet Pro’s asset layers, which can display ID numbers for street lights (as well as a number of other assets) to help the user make an accurate selection on the map and reduce duplicate reporting.

The benefits of this improved user experience stretch beyond just the user; for the Council itself the cost per highways report has dropped by up to 98.69%, taking an average report cost down from £7.81 to just 9p. According to Buckinghamshire Council, this equates to over £32,000 in savings per year. So it’s a win for the user and for the Council – and that’s what we love to hear.

What’s next for Buckinghamshire Council and FixMyStreet Pro?

We’re so delighted that FixMyStreet Pro has had such an impact on Buckinghamshire Council already, but we’re not stopping there when it comes to improving things even further.

In light of how successfully FixMyStreet Pro has improved the user experience when it comes to reporting street faults, we’ve been looking into how we could do the same for the process of making claims, too. Buckinghamshire residents can already make claims online to the Council about highways defects, but compared to the defect reporting process, the making a claim process could be much more user-friendly for both residents and council staff. Currently, residents need to provide lots of information up-front, even before it has been established that the claim can be upheld, while staff have to copy information over from the claims form into the Council’s backend management system Confirm, which includes downloading and re-uploading attachments.

After running some service discovery sessions on this, we’ve already made some progress here by improving the connection between Buckinghamshire’s existing claims form and Confirm to drive efficiencies for officers. The next step would be to expand our integration with Confirm and allow users to be able to file an incident report within FixMyStreet itself, as well as reporting the highways defect that caused the incident.

As always, we’ll let you know how the development on this project goes, and hopefully we’ll have some more positive results to share with you in the future!

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If you’d like to find out more about FixMyStreet Pro and have an informal discussion about how the service could work for you, book a short demo here.

Image: Samantha Borges on Unsplash

Featured Image - FixMyStreet Pro is now integrated with Notify

FixMyStreet is now integrated with Notify

FixMyStreet Pro customers can now take advantage of a new feature for the service: the ability to connect to Notify and send status updates via text.

Just like a lot of the new service features we develop at SocietyWorks, they often start off as a great idea from a client.

On this occasion, it’s Hackney Council we have to thank; they came to us a few months ago with the desire to connect their GOV.UK Notify account with their FixMyStreet Pro instance in order to give citizens more options for staying informed about their reports.

It made perfect sense to us, so together we’ve been working on this co-funded piece of development, which, now that it’s completed, is available to all of our Pro customers. The work involved adapting the FixMyStreet SMS authentication functionality and adding the Notify functionality as the new SMS backend provider for the verification step.

For Hackney, the integration with Notify means that when a report is made to them, the site asks the report-maker for either their email address or mobile phone number, which, once verified, will create an account and enable the Council to provide text or email notifications about the report.

If you’re a Pro client and you’d like to connect your Notify account to your instance of FixMyStreet Pro, send us a message in helpdesk.

Not a Pro client yet but interested in becoming one? Get in touch with us here.

Image: Ono Kosuki on Pexels

Featured Image for Sprint notes 5 - 18 January

Sprint notes: 5 – 18 January 2021

The first sprint of 2021 is complete, so here’s your update on everything the SocietyWorks team has been up to.

In light of the latest lockdown announcement and school closures, we had to make a few adjustments to the sprint schedule to make sure that we were being realistic with what work we could complete. But as always, we pulled together as a team to give each other the support we needed, which has meant we were still able to work on the following things:

Noise reporting for Hackney

In an exciting start to the year, we soft-launched one of our new services: a secure noise reporting workflow for Hackney Council. If you’ve been following our blog for a while, you’ll know that this is something we’ve been excited about working on, so it was great to get it live.

FixMyStreet Pro

Alongside working on the new noise service, we got to work on some smaller FixMyStreet Pro orders for our clients, such as private comments and amends to map layers.

Integrations

Also this sprint, we’ve been following up with clients on work that was completed last year, like pulling photos back out of Alloy and Confirm – something we’re keen to see progress. Learn about how we are able integrate our services with any backend management system here.

We’ve also been working on a new Bartec integration for a waste service with our friends at Peterborough Council. This is the second waste product project for us, and we’re very excited to roll it out – stay tuned for more updates on this soon.

Service discovery

In other exciting news, we completed a big piece of discovery and have been able to take it straight to an alpha build for a client this sprint, which we’ll reveal more about in good time. If you’re not sure yet what our discovery service is, you can read more about it here.

GOV.UK Notify

Another Hackney-related thing we worked on this sprint was to collect the final reviews on their GOV.UK Notify project, which will go live in early February. This is available to all FixMyStreet Pro Gold clients – find out more about how to buy here

Communications

And finally, ahead of a busy and exciting year of development, we’ve been preparing a variety of different comms pieces this sprint, including drafting some announcements about our upcoming new mobile improvements for FixMyStreet. Watch this space!

Image: Lisa Fotios on Pexels

Central Bedfordshire Council

FixMyStreet Pro for Central Bedfordshire

2021 might not have gotten off to the easiest of starts, but one thing that will be a bit easier from now on is street reporting in Central Bedfordshire, as we welcome them into the FixMyStreet Pro fold.

For residents of the area, this means that any and all street and highways reports can now be made through the FixMyStreet website or app, or via the council’s website. Wherever a report is made, they’re all going to end up neatly in the same place, thanks to our integration with Central Bedfordshire’s backend management system, Symology Insight.  

Why Central Bedfordshire chose FixMyStreet Pro

Frustrated at finding themselves experiencing a higher volume of calls from residents over online reporting (somewhere in the region of 400 extra calls per month!), the Council was in search of a channel shift that would produce a better experience for residents and council staff alike.

While there are cheaper alternatives to FixMyStreet Pro, the savings Central Bedfordshire will now be able to make using a fully integrated system made the investment worth it. That coupled with FixMyStreet’s high-performing, user-centred interface and our years and years of experience integrating into any existing backend set-up made it the ideal solution.

This is an exciting development for Central Bedfordshire residents as the FixMyStreet system is not only easier, faster to use, and more interactive, it can also connect with other systems to ultimately lead to smarter more efficient services.”

– Councillor Ian Dalgarno, Executive Member for Community Services

Fixing central issues

There were a number of key issues that Central Bedfordshire wanted to address through this integration with FixMyStreet Pro. 

Firstly, they wanted to improve the accuracy of their highways reports, something that FixMyStreet helps to achieve thanks to its user-friendliness, its intelligent asset layer displays and its flexible categories.

Another requirement was to remove the ability for residents to submit reports anonymously, with a view to encourage better quality reporting, easier case management and to facilitate a stronger relationship between resident and council. 

They also wanted to reduce the burden on and cost of their customer service team having to manually build reports, double key information and answer calls from residents wanting updates on their case. From now on, rather than having to call the Council for an update or needing to decipher an unfamiliar Symology Insight status code, residents will now receive clear updates on their reports automatically to the contact details they provide. Plus, our transparent approach to reporting means that anyone can view previous reports and subscribe to updates for easy progress tracking, which helps to reduce duplicates and creates a better user experience for residents and council staff alike. 

Talking about what a difference this channel shift will make to Central Bedfordshire, Councillor Ian Dalgarno, Executive Member for Community Services, said: “This is an exciting development for Central Bedfordshire residents as the FixMyStreet system is not only easier, faster to use, and more interactive, it can also connect with other systems to ultimately lead to smarter more efficient services. 

“As the new system allows users to submit reports against specific council assets, it will be a lot simpler for officers to locate and assess any problems.” 

Making new connections

We’re no stranger to integrating with Symology Insight both on premise and hosted, but as with any integration into an existing business system, it takes a lot of hard work and hiccups can happen.

In this case, we ran into an obstacle getting updates to sync from Insight. Thankfully, Central Bedfordshire and Symology were quick to jump into action and we worked together to improve our connector and enable the systems to speak to each other fluently. The end result is a seamless experience for users, who are kept in the loop as soon as their report is updated in Symology by Central Bedfordshire staff.

Now that the button’s been pushed and the Central Bedfordshire version of FixMyStreet Pro is live, we hope it will help to make at least one part of 2021 a little bit easier to manage for the Council and its residents.

If you’re a council and you’d like to explore how SocietyWorks’ services can help you drive efficiencies and save money this year, do get in touch.

Image: Jack Bowers, Central Bedfordshire Council

Image by Gautam Lakum - post-it notes and stationary next to a book about sprints.

Sprint notes: 23 Nov- 4 Dec

Here’s everything the SocietyWorks team has been up to this sprint.

  • During the last sprint it was mySociety’s organisation-wide retreat. In one key session, we looked at our strategy for SocietyWorks, including setting some key performance indicators. With colleagues, we participated in a series of workshops to help plan and understand what the next three years could look like for the company.
    One of the methods we used during our workshops was  a ‘lightning decision jam’, which helps get ideas out in the open without judgement or doubt getting in the way; it also helped us prioritise tasks and put the next steps into action.
  • We’ve been working with the team at Central Bedfordshire, putting finishing touches on their FixMyStreet Pro integration: we hope that will be going live in the next week.
  • As part of our progressive web app work, we’ve successfully uploaded a trial version to the Android store and are currently working on the same for the Apple Store (which is proving more complex than we’d originally hoped).
  • We’ve also seen the opportunity to bid for a piece of commercial work, so the whole team has been putting together answers to questions and pulling information from different case studies to show how good FixMyStreet Pro is.
  • We’ve appointed a new Marketing and PR Manager who’ll be joining the team next week.
  • We’re also busy preparing for our Christmas user groups, where we’ll gather clients together online and talk through some new developments, while munching on some mince pies.

Image: Gautam Lakum

A woman looking at her mobile phone screen - image by Daria Nepriakhina

Integrating with Notify

Notifications via text: one feature that we’ve not previously explored for FixMyStreet.

And yet, it’s easy to see that this might be a desirable add-on, given the fast pace at which report statuses can change as they pass through the resolution cycle, and everyone’s increasing reliance on their mobile phones to keep on top of things.

Hackney Council gave us the nudge we needed to look at this more deeply: they had a GOV.UK Notify account, and wondered whether we could make it work with their FixMyStreet Pro instance to give their citizens more options for keeping up to date with reports.

So we’re now working with Hackney on a co-funded piece of development that, once completed, will be available to all our Pro customers.

When a new report is made in Hackney, the site will ask the report-maker for their email address or mobile number: once this has been verified, an account will be created.  This work has involved tweaking our SMS authentication functionality and adding the Notify functionality as the new SMS backend provider for the verification step.

Everything’s working well so far, and it’s now with Hackney to test and give us feedback.

Image: Daria Nepriakhina

Image by Jilbert Ebrahimi - a wheely bin against a sunny concrete wall

Sprint notes: 26 Oct – 6 Nov

Here’s everything SocietyWorks is up to this sprint.

A demo Waste site

As we’ve mentioned previously, we’re working on new functionality around bins and waste as part of the ongoing SocietyWorks brand and product expansion.

This service is coming on apace, and we’re creating a showcase site to demonstrate the new features as they become ready: as yet it’s really just a clickable prototype, but you can have a quick play with it here.

Roadmap progress

We’re moving forward on a couple of the tickets on our public Roadmap:

  • Hint tips that can be customised according  to the category
  • A newsflash banner that clients can add to their own cobrands.

Photos that show it’s all fixed

We’re a step closer to getting completion photos out of Alloy, and will be adding this to one of our client’s staging sites next week for feedback.

Making mobile better

FixMyStreet mobile improvements were demonstrated to everyone at mySociety last Friday — and board members also joined to see what progress has been made. We’re now scheduling in the development work to get these changes live with one of our Developers.

Image: Jilbert Ebrahimi

Someone taking a photo of some fly tipping to report on FixMyStreet

Sprint notes: 12-23 October

Here’s everything SocietyWorks is up to this sprint.

New development on FixMyStreet Pro

Photo first

One big area we’re working on this sprint comes from our development roadmap.

We’re referring to it as a ‘photo first’ workflow, and it’d enable users to take a snap of a street fault and upload it as a way of initiating a report. This all keys into a piece of research we’ve done which found that reports with photos attached have around a 16% higher chance of being fixed than those without.

As part of our exploration, Developer Dave’s been training an AI model to automatically scan each image and guess what category it falls into — very cutting edge!

But at the same time, we’re aware that we must keep every type of user’s best interests at the heart of all our development: we don’t want to sacrifice the simplicity that’s always been the key to FixMyStreet’s success, and the reason it has such vocal  advocates amongst its citizen users.

As an example of this: as we assess the available technology to help us work on this functionality, we’re being resolute about basing decisions on what the job needs, not which product has the most bells and whistles.

Geolocation

An avenue we’re also exploring as part of this work is the potential for extracting geolocation metadata from the photograph, which would cut down on the amount of detail the citizen needs to type in. However, here, again there are balances to be struck: we don’t want to increase the potential for errors where a phone’s GPS isn’t accurate enough, or where the data we pass onto councils isn’t as precise as they need it to be.

Mobile design and PWAs

Meanwhile, Designer Martin has been looking into the user experience on mobile, making improvements for what is increasingly the most popular way to report.

Design in progress on FixMyStreet mobile

We’ll soon be making the existing app redundant in favour of Progressive Web Apps (PWAs) — Martin’s work will still be relevant there, though.

PWAs are more flexible, allowing each council to incorporate their own branding and templates at no extra cost, and effectively offer residents what looks and feels just like a dedicated app. We’ve written a bit about these previously.

New development on Waste and Noise

Waste testing

Development continues on our Waste product. We’re integrating with Bromley and Veolia’s Echo system and doing plenty of testing around that — in particular, making sure it picks up on irregular dates such as bank holidays, and that it can handle the 48-hour window for reports of missed bin collections.

Noise and ASB

And, having completed our user research and consequence scanning exercises on the Noise concept, we’ve come to the conclusion that it should incorporate anti-social behaviour reports: Noise and ASB are so intertwined that it makes the most sense to combine them into a single service, albeit one that will divert each type of report to the relevant council department.

Feedback from our test users was all good, so we’ve now reported our findings back to Hackney and are waiting to hear if they’d like us to progress with integrating with their two back-end systems.

Meanwhile, you can see more about consequence scanning in the well-received session Martin led at LocalGovCamp a couple of weeks ago.

Security

Pen testing

We’ll be conducting one of our regular scheduled pen tests to ensure the security of FixMyStreet Pro.

New integrations

Symology and Alloy

We’re setting up a new instance of FixMyStreet Pro for our latest client: this one involved Symology, a system we’ve worked with extensively in the past, so it should be reasonably straightforward.

Hackney’s instance, an Alloy integration, should be going live by the end of this month, so we’re making plans for that.

One exciting feature here is that we’re looking into pulling ‘completion’ photos out of Alloy — that is, photos taken by the maintenance crew to show that the problem has been fixed — so we can display them on the relevant FixMyStreet report, and possibly also include them in an email update to the report-maker.

Image by Alex Liivet - a cobbled Macclesfield hill

FixMyStreet for Cheshire East

Residents of Nantwich, Crewe, Wilmslow, Macclesfield, and every other part of Cheshire East will benefit from the council’s decision to implement FixMyStreet Pro as their official report-making system for highways issues.

FixMyStreet’s interface should come as a step improvement for both citizens and council staff, making the reporting process much simpler for all. 

FixMyStreet Pro will be integrating with the council’s existing Confirm CRM. Confirm is a popular choice for UK councils and we’ve dealt with it a lot, so the hook-up was very straightforward.

Customer service staff will also continue taking reports over the phone. They’ll input details into the system for inspectors to pick up — and these reports will also be shown on the council’s website (and fixmystreet.com) so the public can see what’s in progress and doesn’t need re-reporting.

A further benefit is that because FixMyStreet can define the information required from the report-maker (precise location, category, etc), the customer services team won’t need to review it as they had been doing previously.

So there are efficiency wins all round for Cheshire East. We welcome them to the growing number of councils who’ve opted for FixMyStreet Pro.

Image: Alex Liivet (CC by/2.0)

Image by Richard Humphreys -a yellow tree in front of a house in Peterborough

Easy tree reporting thanks to integration with Ezytreev

We know that people are out and about much less during the current lockdown, but here’s something to bear in mind for Peterborough residents who pass a tree that needs attention during their daily excursion. And when this is all over, we hope it will be more widely used.

Tree related issues reported by citizens in Peterborough can now be submitted online using FixMyStreet Pro.

Thanks to collaboration with Peterborough’s tree management system provider RA Information systems, reports made on FixMyStreet are now raised as enquiries directly in Peterborough’s Ezytreev tree management system. 

When a citizen picks ‘trees’ as a category, they’ll be shown the location of every tree in the area on the FixMyStreet map. This ensures that they identify the precise positioning, saving time for surveyors. 

They’re then presented with categories ranging from ‘fallen branch’ to ‘problem with fungi’, so council staff know precisely what needs attending to. Photos can be added to reports to help depict the issue.

The joined-up system means that tree admin staff no longer have to manually key in enquiries from the public into Ezytreev, while members of the public are kept informed at every step of the way. 

Peterborough Council’s trees team can triage the reported issues immediately, and assign to a tree surveyor in the field who receives the inspection straight to their mobile device through Smart-sync. As the tree enquiry is progressed on the Ezytreev tree management system the citizen is kept informed via updates automatically sent through FixMyStreet Pro.

The system was put to the test during the recent storms, which damaged trees and brought down branches. Everything went smoothly: report-making was easier for citizens and dealing with those reports more efficient for council staff.

The new system also allows citizens to suggest where new trees might be planted.

FixMyStreet Pro Sales Director David Eaton said, ‘We’re always pleased to be able to show FixMyStreet Pro’s flexibility by integrating with a system we haven’t previously worked with. This EzyTreev integration is just the latest example of how FixMyStreet Pro can join up with any existing asset management system. And it’s great to know we’re playing a small part in helping citizens to look after their all-important trees across Peterborough.”

Image: Richard Humphrey (CC by-sa/2.0)

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