We’re very pleased to announce the launch of WasteWorks: a reliable, citizen-centred system for councils to manage all elements of domestic, bulky and green garden waste online, from missed bin reports to online payments for collections.
Designed with the same focus on usability that has made FixMyStreet and FixMyStreet Pro so popular with councils and citizens alike, WasteWorks makes the end-to-end process of managing waste online easier and more efficient through intelligent integration with in-cab software systems. So whether a resident needs to request a new container or set up a direct debit for a green garden waste subscription, it can all be done in one place.
With an intuitive, user-friendly interface that aids channel shift, the service helps councils reduce operating costs by lowering demand on customer service centres, while also dramatically improving the citizen user experience thanks to increased transparency and a self-service system that is easy to use on any device and which meets government accessibility standards.
“WasteWorks provides councils with the opportunity to bring about real improvements to the way citizens access waste services online.”
– David Eaton, SocietyWorks
WasteWorks can be integrated into any and all existing in-cab software systems (eg Alloy, Veolia/Echo and Bartec). Once connected and branded to complement the council’s website, the service acts as a one-stop shop for citizens to access all aspects of waste – whether that’s to report a missed bin within time frames specified by the council, to self-serve a payment for a bulky waste collection, or to set up an ongoing green garden waste subscription. Automated updates and templated responses make it easier for councils to manage expectations and deliver a more transparent service, while internal dashboards and visual heat maps enable staff to track service levels and identify trends.
David Eaton, Sales Director at SocietyWorks said: “WasteWorks provides councils with the opportunity to achieve much-sought after channel shift, create savings and bring about real improvements to the way citizens access waste services online. Understanding the importance of making it as easy as possible for residents to access the services they need, while also making sure public funds go as far as possible, we applied the easy-to-use user interface behind our popular FixMyStreet Pro service to waste, creating one front door through which citizens can make all reports and requests – be it for an assisted collection or for a green garden waste subscription – and removing the need to access and understand different fault reporting processes for different issues.”
“That same focus on usability has also been applied to the WasteWorks management interface for council staff, providing a simple experience that works in tandem with existing systems,” he added. “The result is a service that demonstrably puts citizens first, while lessening the burden on council staff.”
Like all of SocietyWorks’ public authority services, WasteWorks has been developed in consultation with councils and with citizens at its heart. Councils taking up the service will benefit from SocietyWorks’ unstinting focus on usability and continual development roadmap.
WasteWorks is available to all UK councils from today. Click here to request a demo.
That’s a question our design team has been asking recently as part of our work on phase two of Bromley Council’s new citizen-centred waste product, which involves incorporating green garden waste subscriptions into the service.
“Subscriptions like green garden waste collections can involve multiple council systems and departments, so our task is to make sure that process feels natural and intuitive to residents,” explains SocietyWorks designer Zarino.
“In this project, we used prototypes to help us identify and confirm user needs—for both residents and council staff—pinning down exactly what the green garden waste service needs to do, and how the interface should work, to allow residents to create and manage their subscriptions in a way that suits them.”
The prototypes for the green garden waste front-end have now been completed and accepted by the Council, so we thought we’d lift the lid and let you take a look at how the front-end is shaping up.
It needs to display green garden waste collections. The citizen needs to be able to identify their property and view all collection information related to it: whether a subscription is active, what are the previous and upcoming collections, the number of containers being collected and when the subscription renews.
It needs to provide self-service subscriptions to green garden waste collections. If no collections are set up for the property, the citizen needs to be able to complete a form providing relevant information for the council to create a subscription – collection address (from UPRN), contact information, whether new containers are required and payment details for the collection. The citizen should be encouraged to check their details are correct before submitting, and needs to agree to the terms and conditions. Once the payment has been processed and the citizen has been sent a confirmation email, a confirmation page reiterating that their subscription has now been set up should be displayed.
It needs to take requests for more or fewer green garden waste containers. On occasions when the citizen requires more or fewer containers, a multi-page form will help them to complete their request. This should ask how many containers are required, and should redirect the citizen to a cancellation form if they want to reduce containers to zero. Here again, the citizen needs to be able to self-serve all of the relevant information, and a confirmation needs to be available once the request has been submitted.
It needs to handle return or replacement requests of green garden waste containers. In this instance, the citizen needs to be able to define within a multi-page form why they need to return or replace a container and what actions they require next, if any. A summary of the information should be provided, and a confirmation that the request was submitted should be shown afterwards.
And it needs to enable subscription renewals or cancellations. The citizen needs to be able renew or cancel their subscription to green garden waste collections. For renewals, the citizen should be able to refine their subscription if needed (for example, request more or fewer containers), while for cancellations, the citizen needs to be shown what cancelling the subscription means and needs to be able to provide information on how many containers are to be returned to the council.
Of course, there are lots of other, more client-specific things the front-end for Bromley Council’s green garden waste service will do in addition to the above, but these are the essentials.
The green garden waste service we’re designing for Bromley Council is part of a broader waste service SocietyWorks will very soon be launching for all UK councils, built with years and years of experience putting citizens at the front and centre of local authority services. Book a demo to see how it works.
Image: Alexas_Fotos on Pixabay
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
The arrival of March (how fast did that come around?!) brought with it the end of the fourth SocietyWorks sprint of the year, so here’s your update on what the team got up to.
This sprint we worked with Peterborough City Council to introduce some new maps to their instance of FixMyStreet Pro using Ordnance Survey’s Maps API (which is totally free for PSGA members such as councils). The high-level OS maps available this way show a lot more detail to citizens, which should result in more accurate reports. We might be biased, but we think the new maps look beautiful.
The new maps are available to all FixMyStreet Pro customers – let us know if you want to display them, too.
Also with Peterborough City Council, we created some new bin icons to include on their in-development waste management system. This system will be integrated with Bartec and will allow citizens to report missed bins to the council easily online. Find out more about our new waste service here.
In more waste-related news, our green garden waste project with Bromley Council continues. This sprint we have been focusing on the citizen forms and how to make the process of completing them as easy as possible. This was based on prototypes first, and is now being coded up after feedback from the client.
Thinking about how we can improve the FixMyStreet Pro citizen user experience further still, we worked on creating the functionality to populate citizens’ details if they’ve already logged in to FixMyStreet to make report-making even smoother.
Another FixMyStreet Pro improvement, we’ve been working with London Borough of Bexley, who have recently created new email templates to keep their citizens informed on report progress. This is a key part of the product, and is very flexible, allowing our clients to send custom wording per status and category.
Also this sprint, we started our first rounds of interviews for the new noise case management project we’re working on with Hackney Council – we’ll be creating separate sprint notes every two weeks for this too, so look out for them.
As there is light at the end of the tunnel of this pandemic, we’ve also been looking at what the next three years could look like for SocietyWorks by creating a three-year strategy, giving us a clear path to follow and goals to work towards.
If you read our previous sprint notes, you’ll know that we’ve set ourselves the goal of celebrating our hard work more from now on. Sticking to our promises, we entered another award this sprint – this time it was the Digital Leaders Impact Awards. We decided on the Social Transformation category, focusing on the positive impact FixMyStreet Pro has on councils and their residents. Wish us luck!
Last not definitely least, we’re very excited to announce that we have recruited a new Project Manager, who will be starting next week! Once they’ve settled in we’ll introduce them to you all.
Got any questions about anything we’ve mentioned here? Ask away.
Image: Jack Bassingthwaighte on Unsplash
Days are getting longer, nights are getting shorter and the SocietyWorks sprints are getting busier! Here’s a summary of what we’ve been up to recently.
If you’ve been following our sprint notes closely, you’ll know that we’ve commenced phase 2 of developing Bromley Council’s new waste service. This sprint we delved a bit deeper into the different APIs we’ll be using, and drafted a technical specification that we shared with Bromley and the third parties involved to get their feedback. We do this because, as part of our processes, we like to make sure we prepare fully, rather than jumping straight into code. This makes for a smoother roll-out, and is also an opportunity for the our customers and any relevant parties to raise any potential issues that may need to be addressed.
We also continued our work on Peterborough City Council’s new waste service, which involves an intelligent integration with Bartec. It’s coming along nicely and we’ll have more to update you on in the near future.
On the FixMyStreet Pro side of things, we worked on several smaller work orders this sprint, including projects for London Borough of Bexley and Bath & North East Somerset Council.
We also looked at how we can roll-out the functionality to send an email when a user is subscribed to a report by council staff on a wider scale – this is something we’ve already built with Oxfordshire County Council, but we see real value in it, so we would like to offer it to all of our council partners. Let us know if this interests you.
Plus, we caught up with our friends at Buckinghamshire Council about how they’ve been getting on with FixMyStreet Pro, which they first switched to back in 2018. We were thrilled to learn that, as the service has improved the user experience for citizens when making a report online, calls to the Council have decreased by 49%, saving Buckinghamshire more than £32,000 per year. Not bad, eh? If you’d like to learn more, we wrote a blog post here.
As a team, we’re all really proud of what we do and why we do it, and yet very rarely do we shout about it. Now that our new Marketing & PR Manager Sally is here, we’re going to change this. To that end, we’ve been busy preparing submissions for entering a few awards in the areas of system integration and digital transformation – two things that we live and breathe here at SocietyWorks. Keep your fingers crossed for us, and watch this space!
Sally’s not going to be the new person for very much longer; this sprint saw us conducting interviews for a new Project Manager role. We’re all very excited about this new addition to the team, and we’ll be sure to introduce you as soon as they get started!
Image: Max Conrad on Unsplash
There’s been lots happening during the second sprint of the year – here’s what the SocietyWorks team has been working on.
We’re very excited to have started phase two of our work on Bromley’s waste product, which includes incorporating green garden waste and payments into the service.
We’re working closely with the team at Bromley, Capita and Veolia to create this new system. Currently, we’re designing the prototypes for the citizen forms to understand what information we’ll need to capture and how to make this as easy as possible for the user to fill in.
In other waste-related news, we’ve been speaking to a few of our clients to get their feedback on features and pricing for our general waste product. We’ll also have a new name for the product confirmed in the next few weeks! If you’re interested in learning more about our new waste service, drop us a line.
Also this sprint, we’ve applied the finishing touches to the GOV.UK Notify work we’ve been doing for Hackney. This new service is going live on the 4th Feb and is available to all FixMyStreet Pro Gold clients – find out more about how to buy here.
A hangover task from just before Christmas, we ticked updating client cookie banners off our list this sprint, making sure they’re all as up-to-date as possible.
Our new Marketing & PR Manager Sally has been getting her feet under the table and is looking at our overall Marketing goals for the next 3 years, as well as the best ways to spread the news about all the good work we do. You might have noticed during the last sprint that we now have a SocietyWorks LinkedIn account, a SocietyWorks Twitter account and a FixMyStreet Instagram page – go give us a follow!
We’ve taken some time this sprint to look at our internal processes, including how we operate and organise the sprint itself. This is something we’re going to be mixing up a little over the next few weeks – we’ll let you know how it goes!
Last but definitely not least, with it being February already (we know, we’re shocked too), we’ve started to plan for our summer user groups. We look forward to running these groups every year, and this one is no different. If you’re not familiar with them, have a read of this blog post about our most recent user group and keep an eye out for more details coming soon.
Image: William Santos on Unsplash
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:
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.
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.
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.
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.
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.
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
Here’s everything SocietyWorks is up to this sprint.
We prepared for the soft launch of the Bromley Waste service.
The new FixMyStreet Pro features we’ve been working on have taken a little longer than we anticipated, but we’re confident that they should be completed this sprint. We’ll be letting clients know all about them as soon as they’re live.
We’ve been prepping for our user groups and creating an agenda for the day. The challenge here is to make sure it’s not death by PowerPoint. We’re working with mySociety’s Events Manager Gemma to decide how best to shape it, and to explore the various online tools that make online events that bit more dynamic.
Since April 2020 Highways England have been trialing FixMyStreet in their East Midlands area to evaluate the response by users to a new digital channel for reporting highways issues. As of 9 November this trial has been expanded in size and scope to cover the whole of England, running until March 2021.
Image: Leo Sammarco
Here’s everything SocietyWorks is up to this sprint.
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.
We’re moving forward on a couple of the tickets on our public Roadmap:
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.
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
Here’s everything SocietyWorks is up to this sprint.
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.
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.
Meanwhile, Designer Martin has been looking into the user experience on mobile, making improvements for what is increasingly the most popular way to report.
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.
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.
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.
We’ll be conducting one of our regular scheduled pen tests to ensure the security of FixMyStreet Pro.
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.