We are delighted to announce that we have been shortlisted for the Public/Private Partnership award at the LGC Awards 2022 for the work we completed with the London Borough of Bromley to develop a new, self-service digital domestic and green waste service.
The service, WasteWorks, is a secure, user-centred and fully integrated front-end system, designed to meet rising resident expectations for on-demand, self-service access to waste, while also helping councils to reduce costs and improve customer communications.
Within just a few months of launching WasteWorks, Bromley Council was seeing a 40% drop in avoidable customer contacts thanks to the system’s functionality to provide clear, citizen-friendly response templates that can be adjusted in real-time.
The council was also able to realise a long held ambition to provide an integrated Direct Debit option for payments for Green Waste services. Despite only being available for a short time, Direct Debits already account for a quarter of all transactions and are greatly reducing time and resources in issuing and processing renewal correspondence.
Angela Dixon, Managing Director at SocietyWorks, said: “We are incredibly proud of the partnership we have built with Bromley Council over the last ten years. Bromley’s dedicated team shares our desire to improve the accessibility and transparency of digital council services, and this is reflected in the scalable, user-centred solutions we produce together and their positive impact on residents and staff.
“We are thrilled to be shortlisted for this award and to celebrate the cohesion and trust between our teams, as well as the hard work that went into the creation of WasteWorks over the last twelve months, especially during a time when waste services have never been more important or under pressure.”
Bromley Council has partnered with SocietyWorks to launch WasteWorks, a new online waste service to take the rubbish out of handling domestic, bulky and green waste online.
Designed by SocietyWorks in consultation with Bromley Council, WasteWorks empowers citizens to manage their own waste online, thanks to a self-service system that is easy to use on any device and which adheres to government accessibility standards.
What residents can do via Bromley Council’s new waste service:
Integrated directly into Bromley’s Waste Contractor’s system and branded to complement the council’s website, WasteWorks acts as a user-friendly front door for residents to submit waste reports, requests and payments, while taking care of the complex data flow between different line of business systems behind the scenes.
The result is a dramatically improved user experience for residents and a significantly reduced burden on customer contact centre staff, who can break away from expensive manual processes and re-keying.
Plus, automated updates and templated responses make it easier for Bromley to manage expectations, handle seasonal demand and deliver a more transparent service, while internal dashboards and visual heat maps enable staff to track service levels and identify trends.
Jim Cowan, Waste Services Contract Manager at Bromley Council said: “WasteWorks builds on the previous online reporting we had within our Waste Services area, offering our residents a level of self-service for our Green Garden Waste subscriptions which has been a long-held ambition. The ability to adjust and tweak customer messaging and templates through the administration area allows us to respond quickly and keep the customers informed as we take them through the process, which helps us drive down those avoidable contacts and queries.”
Mark Cridge, Chief Executive at SocietyWorks said: “For councils that are, like Bromley, serious about improving citizen access to waste services online, WasteWorks is an essential solution that provides a real opportunity to achieve much-sought after channel shift, create savings and drive efficiencies for citizens and staff.”
Residents in Bromley can access the new waste service right now – take a look.
WasteWorks is available to all UK councils – request a demo to see how it could work for you.
Image: Shane Rounce
View and monitor reports for each of your service areas through one visual heatmap, built into the dashboard of FixMyStreet Pro and WasteWorks.
Back in 2019 we worked with Bromley Council to introduce a new heatmap feature to FixMyStreet Pro’s arsenal of tools for council staff.
The heatmap converts report data into a visual format that is easy to understand, allowing council staff to see at a glance which issues are most prevalent, and where they are being reported.
Since being rolled out to all Pro customers, the heatmap has become one of the service’s most popular and useful features, which is why we built the same functionality for our new waste service WasteWorks.
Bromley also co-designed WasteWorks with us, and so is one of the first councils to go live with the service and benefit from being able to track and manage more than one service area from a single, central dashboard.
Now, when Bromley staff log in to their FixMyStreet Pro dashboard and select the heatmap overlay, as well as being able to view street and highways reports, they can also see where reports and requests are being submitted through WasteWorks for waste services.
The heatmap looks and works in the same way as before for Bromley. Hotter colours represent higher report volume, cooler colours represent fewer reports, and dropdown filters allow staff to view report data by category, status, timeframe and ward.
By default, the heatmap shows every report made to the council in the last month, so initially the map will look something like this:
But now, without needing to leave the page, Bromley staff can view reports about, say, fly-tips, made in the last 12 months, which have been closed…
…or, green garden waste subscriptions, which have been completed in the last 5 days.
Heatmaps for both FixMyStreet Pro and WasteWorks are available to all UK councils. If you’d like to see how they work, you can 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
We’re rolling out two new SocietyWorks offerings, to extend the capabilities of FixMyStreet Pro while providing new and much needed services for councils. In this blog post, we’ll be introducing what we’ve been doing around Waste, and in the follow-up, you can find out how we’re approaching Noise.
In the past 24 months FixMyStreet Pro has become the street report service of choice for dozens of local authorities. This has given us the investment that we have needed to broaden the range of services we offer to cater to the myriad ways that citizens might want to contact their council.
As always, that has meant going back to our clients to ensure that we have a full understanding of what they really need, before looking at how we can transform that into a proposition that helps with efficiencies and cost savings, whilst ensuring easy engagement for citizens.
In this case, we’ve been working closely with the team at the London Borough of Bromley, asking them all sorts of questions: how do citizens order a new bin or container? What do we need to know about collection schedules? And if a bin gets missed, what’s the ideal route to resolving the problem?
We ran workshops with the Bromley team, which helped us fully understand the requirements of a busy council in the handling of complex residential waste offerings. They’ve had full input into the build of the new service, testing and feeding back on our early prototypes and alpha stages.
“It’s great to be working with our partners at SocietyWorks on developing a new feature for FixMyStreet Pro.
“There are some unique demands of the Waste Service which make it a little different to how our other services interact with FixMyStreet, as well as being a service that ranks high on the citizen and political agenda.
“The SocietyWorks team have really taken the time to understand those demands and we’re looking forward to completing the testing and tweaks and going live!”
– Jonathan Richards, Technical Support Team Manager at Bromley
As with any new development, piecing together a really effective online Waste service brought its own set of fiddly issues to work through.
As just one example: we’ve had to understand the windows of time within which a citizen can report a missed bin collection, and how a bank holiday affects those timings — all second nature to those who have been working within those timescales for years, but a definite coding challenge for us! Just to be sure, we’ve conducted in-depth tests to make sure that no missing bin reports fall through the cracks.
“Designing a service that serves the citizen, but also works for the authority is a balancing act.
“But we’ve found it’s entirely achievable. The first step is to listen to citizens’ needs: that sets you on the right path.
“Then, that understanding can feed into the workflow, so long as you’re open to working in a responsive and flexible way — which might mean being proven wrong at some points along the line, and changing direction accordingly.”
Martin Wright, mySociety Designer
The plan is to launch the new service in the next four to six weeks, and then we’ll be working on phase two, which will include workflows that allow citizens to take actions such as ordering a bulky waste collection, and making payments. The discovery work for this has already started, and we’ll be sure to post updates about the progress over the next month.
We’re currently integrating with Bromley’s Veolia system, but as with our street services we already integrate with all of the popular CRM and asset management systems and we’ll apply the same approach to all of the main Waste management services – we’d love to hear from councils who might be interested in this.
If you’d like to chat or find out more details of the new waste product, please contact David through our online form or the details at the foot of this page.